Knowledge Management 2.0

Tacit Knowledge gathering & Sharing through out the company or a specific department or business process stake holders is the objective of using Web 2.0 in this segment.

Users

Employees & Management of a specific business process or company as a whole

Administrators

Department Knowledge Contributors, Heads, Mentors, Leaders etc.,

Functions of Knowledge Management 2.0

Application Scenario

It can be applied to any department of business process and the significance of it is dependent on the impact or effect it the process may have on a company’ success.

For instance., let us analyse the Knowledge Management Significance and effect in Sales Department which carries direct revenue generation source with it.

Iet us consider implementing Knowledge Management 2.0 in a Multinational company which sells its Products & Services across Asia Pacific Region with presence in Singapore, Indonesia, Malaysia, Phillipines & Australia.

They are selling similar products & services in all these countries (products like Papers etc.,). Each country has a Sales Department integrated with it to take care of the sales function. If Singapore is able to close more sales to a certain industry say for e.g., Educational Books Publishers where as in other countries they are only able to Magazine publishers the sales Department of Singapore has a knack or the market is approached with a different strategy by the sales Team in Singapore which permits them to close the deals easily.

This tacit knowledge or the strategy which the Singapore sales team engages could be valuable given the similar economic specifics of the region. This Knowledge could be shared to the regional Sales Members through this Knowledge Management 2.0 platform using Web 2.0 Technologies.

How?

We can get the Singapore sales team to regularly publish their efforts and success methods on the Sales Community Club of the Company in the Knowledge Management 2.0.

Case studies of their Market Approach & efforts or Sales team could be posted as Work Shops to be accessed by all the regional sales members to view & learn from it

Using Discussion forums in the Workshops Regional Sales members could present their current lead situations and seek collaborative approach to close the sales by capitalizing on the successful experience of other members.

As we practice this knowledge Management Process it will become a valuable training manual for the company to train its new sales team from the archives of these information being available in the sales community Club of the company.

The same scenario instead of looking at a Multi-locational company could also be implemented for small or medium a single location company where it has a sales department hosting a number of sales personnel in a Sales Department. By using the above process the Expertise or the tacit knowledge associated with a Single or a bunch of Successful Sales Personnel can be shared with all the other Sales personnel to increase the overall productivity of the Sales Team

Success Mantra: As the employees or the Members are sharing their Tacit knowledge which is known only to them, it is very important that members who contribute greatly to the Knowledge Management community should be encouraged properly, highly Rewarded & Recognized for their Contribution by the Company to sustain the knowledge input & Sharing.

Recruitment 2.0

Referential Recruitment is the objective of using Web 2.0 in this segment though it can be presented at a public access level with authentication limitations.

Users

Employees, Applicants

Administrators

Human Resource Department Members

Functions of Recruitment 2.0

Recruitment Process

Job Offer Anouncements by HR Members (Categorized & accordingly published to user groups)

Job Offer Watchlist by Employees based on their profile & References Profile

Employee Referral Invitations on Job Offers to references (Friends & Acquaintants)

Applicant Registration & Login facilities based on Referral Invitations by Employees

Applicant recruitment form filling & resume Upload Features.

Applicant Recruitment process Correspondence

Applicant Recruitment Status Announcement to Referred Employee & Applicant.

Forums

Applicant Clarification on Roles & Requirements through Discussion forums & Answers.

Videos

Applicant Video Presentation on his profile

Recruiter Video Presentation on their Requirements & Company Profile

Web 2.0 Corporate utility Areas

Internal

• Referential Recruiting
• Products & Services Development
• Internal company Culture Nurturing
• Knowledge Management
• Corporate Training
• Integrity & Collaboration across the company

Customers

• Engaging Customer involvement in Product Evolution
• Customer Reporting on product utility experience
• Customer Service enhancements
• Customer base expansion

Suppliers

• Supplier Participation
• Lowering costs
• Collaborating with Suppliers in Services or Product Requirements
• Better understanding with suppliers for Quality perspectives
• Partner or supplier base expansion

Why Web 2.0 Infrastructure is needed now?

Web 2.0 has been viewed by SMBs (Small & Medium Businesses) as a Matter of corporate Survival in today’s situation. On the outset SMBs view Web 2.0 as a medium to connect more with their Customers and provide enhanced services to existing customers while their competitors are offering flashy websites which are to be surpassed to compete.

For Large Enterprises as we have seen in my previous post’s Mckinsey Global survey Results Web 2.0 is predominantly used as a Knowledge & Internal Management tools for their productivity & Resource Development along with Customer Services Approach.

In General from the customers point of view they have started to expect these user generated content and interaction possibility as means of the transparency of the company & its services which they trust to be decisive. This culture of the customers to expect the Web 2.0 Services as any other Website feature pose additional challenge to be met by the companies to ensure Web 2.0 adaptability as quickly as possible to remain in track of the Market Course.

Use of Web 2.0 Technologies – Mc Kinsey Global survey results 2008

The survey indicates that companies are embracing web 2.0 technologies to realize potentialy higher values of Internal & External Objectives.

Managing Knowledge – 83%

Fostering Collaboration across company – 78%

Enhancing Company Culture – 74%

Improving Customer Service – 73%

Acquiring New Customers in Existing Markets – 71%

Training – 71%

Developing Products or Services – 67%

Achieving Better integration with Suppliers – 62%

Tapping Network of Experts – 57%

Internal Recruiting – 53%

Getting Customer participation in Product Development – 53%

Letting customers interact- 53%

Lowering Purchasing Costs – 43%

Insurance 2.0 – Community

Insurance stake holders Communities that can be achieved to host online by using Web 2.0 /

Insurance 2.0 can be

• Agents
• Brokers
• Re-Insurance brokers / Companies
• Underwriters
• Adjusters/ Surveyors
• Claim Specialists
• Risk Experts
• Management
• Customers (Policy Holders)

Each of these Communities would comprise of the eligible users (Members of the community) based on their Role in the Insurance company.

Insurance 2.0 can facilitate creation of such communities (Categorization) with authentication (for permission rights ) to engage themselves in Knowledge sharing towards achieving their objectives.

Insurance Knowledge Community

I came across a public portal using web 2.0 for Insurance community

We can gain insight of the utility value web 2.0 can bring in to Insurance business by assessing this Portal

http://www.ampminsure.org/

If such a portal is available for a Insurance company where all your employees and stake holders of the business can collaborate to achieve similar results. It can create Immense value to their assets.

I hope you drill the above url for better understandings.

Cheers

Radha