km in telecom 1

8/9/2019 KM in Telecom 1

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KNOWLEDGE MANAGEMENT IN TELECOMINDUSTRY


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Introduction

y Having a rapid business expansion in thetelecommunication industry, organizations haveadopted systems in managing good knowledge so as to

maintain as the competitive enterprises in the globalmarket.

yWith best practice of KM research, we make focus onthe study of human resources and technology as the

major solutions to the KM issues.


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y Knowledge management is critical to all kinds of industry

which can help the organizations to consider how tocapture the knowledge resident in the organization.

y Especially for the telecommunications industry in which itsoperation rely on hundreds of or thousands of knowledgeworkers all over the world, it is important for them to

communicate and share their knowledge.y Therefore, telecom companies nowadays are willing to

make investments to capture as much knowledge aspossible from their customers and their most experiencedworkers .

y Many large telecommunications service provides start tocreate a senior-level management position to ensure thatKM activities operate effectively


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n e e ecommun ca on

Industry

y . Generally telecommunication industry is directlyresponsible for the growth of the service sector in the

community.yWith state-of-the-art IT infrastructure and excellence

world network built, telecommunication industrydemonstrates its true worth to any society.


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Serve as important business

intelligencey Telecommunication industry is often described as the

Sunset industry for the reason that of rapid growth inproduct innovation and technology development.

y Information transfer circulates around the market speedilywhich uphold most of the input for business activities andoperational processes.

y In the competitive marketplace, business organizationshave to keep updated with the global trend and currentstatus about telecommunications in order to lead asignificant position among competitors.

y In view of the business structure, telecommunications arefeatured with hybrid science of collaborations amongpeople, process and technology


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y The shared knowledge system provides workers acomprehensive way to capture knowledge from

individuals to the whole enterprises, so that valuableinformation and skillful experiences within thecompanies are retained.

y Besides, intellectual capital from workers offers as

knowledge experts for business activities and futuredevelopment at different aspects


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eep a ong as goo prac ce

capturedy Nowadays, most developed countries pursue the global

trend to engage into information society.y It is a society centering the information life cycle as the

main economic activities and participating with activatepromote of information literacy.

y With the processes of creation, use, distribution,

maintenance and disposal, information circulations aroundthe cycle play a significant role for economic growth andwealth making.

y Telecommunications tie with the global market andmaster the inventive technologic advancement.

y

On the one hand, we make contribution in technologyinnovation and create new information, and on the otherhand, we pile up information generated and make outknowledge accumulation.


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y Information can be easily lost if we keep it without goodpractice and relevant management procedures.

y

Organizations in the telecommunication community haveincreasingly adapted into cultural changes upon workingbehaviors and business performances.

y At present, KM is the key factor leading to industrialsuccess.

y By bringing in professional experts and consultants,workers are educated with KM practices so as to supportproductive procedures and further achieve business goals.

y After inputting KM as the major production scheme,communications among workers improve and hence theunderstanding between departments.

y New discovery of production processes with KM conceptsmakes progress for business achievements.y Such knowledge is reusable which flows around in the

knowledge management cycle for generating newknowledge.


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Manage relationships with key

customersy In the telecommunication market, people are the core aspect in

knowledge management application, from integrating numerousinformative transactions to generating innovative business knowledge.

y For an ordinary telecommunication company, typically sales people

work at the frontline in the business production and deal withcustomers providing high-quality services and in return, gettingnumerous business transactions.

y This kind of business production pattern depends heavily on thepeople issue and that the skills bearing from the sales persons placeinfluences on the production progress and achievement.

y

By the means of knowledge management, information is handled andstored with appropriate classifications so that it can easily be retrievedand transferred regarding different needs urged from workers.

y In the past, workers had to search out the information in persons andsuch cases really tool up a long time and even a high cost for businessoperations


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y Further, it hindered the processes of transacting customer

orders to be followed and managed.

y In order to improve the productivity level in entireoperation process, organizations get started withknowledge development and intend to maintain good

relationships with their potential customers.y Large amount of customer information shows a majority in

business production resources.

y With effective handling procedure and organization

support, knowledge-intensive process retains theimportant customer information as well as theconsumption pattern as the indication for making strategicbusiness decisions and future development goals.


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Build up as valuable organization

assetsy The emergence of the knowledge management locates as the chief execution in

organization assets and knowledge repositories within the telecommunicationmarket.

y

It is the main objective to capture the human capital into explicit knowledgeand to be understandable and long-lasting.

y Among the telecommunication organizations, it is true that dynamic changesin workforce show a positive percentage compared with other industry.

y Workers in the telecommunication market get a high tendency to shiftemployment from one company to another, which indicate the possibility of

human capital being carried away since staff resign and leave the companies.y To maintain sufficient human resources and build up informative support for

business production, KM gives out contribution making up companys ownknowledge base by turning implicit knowledge into explicit knowledge.


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y Accumulated KM strategies tend to be reusable and serveas the organization assets.

y KM implementation ties with organization objectives andintegrates with different communities of practices amongknowledge experts from various divisions in the companies.

y Shared knowledge and business intelligence bring in themost valuable resources for improved business

performance and competitive advantages againstcompetitors in the market.

y The practice of KM focuses on the management of specificknowledge gained from different organizational experts,and also addresses the development and cultivation of the

channels through which knowledge would flow along with.y By understanding the regular functions of the KM cycle,

organizations can streamline business process for co-operating with different related sectors of the market.


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Example..y Large telecom companies such as British Telecom,

AT&T, and Deutsche Telekom have created chief

knowledge officer positions, it shows the fact that thetelecommunications industry believe that intellectualassets have value.


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Components that are important to an effective

KM system in telecommunications industry.

1. IT supports needs to be adequate in both scale andcommunications response time.

2. Database should include user-friendly searchcapabilities.

3. Tools in the search engine need to pinpoint the properinformation when requested.

4. Processes need to support the facilitation ofinformation retrieval and must be in place to assist inthe creation of new information.


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5. System performance metrics should be maintained inorder to help to determine the criteria for new data toenter the system.

6. Type of data to be available must pass tests defined inthe design phase, it should be limited to informationthat will increase the performance of employees orimprove the customers experience.

7. Effective incentives and supportive core values shouldbe encouraged to the most expert employees to sharetheir knowledge.


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Advantagesy People also always argue that the benefits of

knowledge management systems appear to be too

theoretical to measurey Quantification of benefits is most obvious in customer

service sectors such as sales and customer supportdepartment


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y Telecommunications service providers have used KMsystems to increase their sales productivity.

y Sales representatives tend to specialize in thoseservices that they have sold successfully in the past.

y KM systems can assist to increase sales by providinginformation about services with which the salesrepresentative is less familiar with.


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CASE STUDY- P&W


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KM PILOT PROJECTyA systematic survey was conducted to study how well the

employees have done with respect to supporting KM interms of collecting, storing, classifying, distributing,harvesting and reusing the knowledge.

yWithin the bid team, the consultant rated only 30s off a500 score, which was far too below the required standards.

yAfter KM methods were implemented, the team improvedon the bidding performance and the surveys conducted

indicated the improvement.3 months- 50; 6 months- 100; 9 months- 200.


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KM on to the entire organisation

y The success of pilot project convinced senior levelmanagement to implement a comprehensive KM practice

within the entire P & W.

yThis top-bottom awareness of KM prompted the projecteasily in the whole organization.

yAfter two years KM practice, P & W became the onlycompany in Hong Kong to win The Top Ten Knowledge

Management Award in Asia.


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KM TOOLS AND APPLICATIONSy P&W use a wide range of tools in knowledge acquisition,

codification and dissemination.

y Technology is used in order to meet the needs ofcommunication, collaboration, learning and navigation.

y Ultimately, P & W use Portal as a means of KM platform whichenables the staff to access Project Library, Discussion forum, E-learning, Subscription Alert, Taxonomy, Yellow Page and otherfunctions.

y Discussion Forum is used for post questions and responses.

y E-learning is used for teaching sessions under differentdisciplines.

y Subscription Alert is a kind of personalized assistance to deploythe information to staff account after setting preference.

y Group Calendar allows the staff to schedule their meetings, anddetect if meeting times conflict occurred


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THANK YOU

km in telecom 1

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