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Knowledge Management: The Core of Service Resolution Management
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management

knowledge management  Service Resolution Management . Knowledge management (KM) is at the core of integrating CRM and SRM. KM software aims at helping to unlock the power of a company's knowledge to improve efficiency, competency, and profitability. It does so by providing an environment in which companies can, more quickly and cost-effectively, create a company-wide knowledge base to store and index documents and to more accurately search for the answers to user questions. Currently, the key trends in KM tools enable Read More...
Product Lifecycle Management (PLM)
This comprehensive product lifecycle management (PLM) knowledge base models modern product and design-related aspects of PLM for both discrete and process industries. It details product development...
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Documents related to » knowledge management


10 Principles for Knowledge Management Success
Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative. KM is not a technology or set of

knowledge management  Principles for Knowledge Management Success 10 Principles for Knowledge Management Success If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Comprehensive analytics provide the insights needed for assessing agent performance, continuously improving the customer experience, and making a solid business case for knowledge management . Source : Consona Resources Related to 10 Principles for Knowledge Management Success : Knowledge Read More...
Competency Management: the Compass for Strategic Talent Management
This white paper examines how to use a competency-based approach to build behaviors, skills, and knowledge. It explains how to integrate competencies into all

knowledge management  build behaviors, skills and knowledge that will answer the organization's specific strategic goals. It explains how to integrate competencies into all phases of talent management to onboard, review, develop, motivate and retain employees with these competencies. It also shows the valuable contribution competencies can make in managing change and defusing turf battles that arise during downsizings, consolidations and business reengineering. Finally, the report offers a checklist for evaluating a Talent Read More...
The Power of Knowledge -- Knowledge is Power (Part 1)
The title of this blog post might sound like a no-brainer: as clear and indisputable as the “motherhood and apple pie” adage. Yet how many times have you dealt

knowledge management  will be spent on knowledge management (KM) software by US businesses in this year alone, according to AMR Research . At least these forward-thinking companies know how vitally important it is to be able to collect, store, organize, and disseminate vital business information, whether in the service of internal brainstorming, collaboration, or operational efficiency, or as part of customer service and support efforts. The Why and Flavors of KM KM software solutions range from small software packages for Read More...
The Power of Knowledge -- Knowledge is Power (Part 3)
Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service

knowledge management  introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service management (SSM) suite. One such broad SSM suite has been advanced by Servigistics , and Part 2 zoomed into the capabilities of one particular part of the Servigistics SSM suite: Service Knowledge Management (SKM ). Potential SKM Benefits Redux While some possible benefits from SKM deployments were briefly mentioned at the end of Part 2 , more comprehensively, Servigistics states Read More...
Capitalizing on Advanced Inventory Management
Today’s distributors have an opportunity to drive performance to new levels by investing in advanced inventory management. These companies can expect to

knowledge management  distributors must have intimate knowledge of both customer demand and available stocks. They must directly confront the dilemma of reducing stocks without undermining customer relationships. Distributors that do overcome this hurdle have the opportunity to stand apart in the marketplace, enhancing customer service levels even as they increase their own profitability. Business Solution: Advanced Inventory Management To remain profitable, competitive, and operationally effective in the coming years, Read More...
Configuration and Change Management for IT Compliance and Risk Management
To keep your IT infrastructure healthy, strong operational processes are essential to managing changes—both planned and unexpected. A streamlined, integrated

knowledge management  and Change Management for IT Compliance and Risk Management To keep your IT infrastructure healthy, strong operational processes are essential to managing changes—both planned and unexpected. A streamlined, integrated approach that incorporates hardware and software assets is a key foundation for meeting regulatory compliance requirements. Find out how you can benefit from applications that enable continuous compliance with operational processes and tools—and reduce your business risk. Read More...
Business Performance Management Basics: An Overview of Business Performance Management and Its Benefits to the Organization
Business performance management (BPM) includes setting key performance indicators, using data mining to discover data patterns and using software to help drive

knowledge management  Data mining, also called knowledge discovery in databases (KDD), uncovers data patterns within databases. It is used as a tool to discover patterns among large amounts of data. Data mining allows organizations to identify why things happen, and helps them make connections between seemingly unrelated items. For example, if an organization wants to increase sales, identifying customer buying patterns with intuitive software saves time, and allows decision makers to focus on developing strategies based on Read More...
Facilitating Compliance and Intelligent Information Management with Effective Database Management
Data breach is a very real problem in business today. Every day, organizations store massive amounts of data inside database tables—data ranging from credit

knowledge management  Compliance and Intelligent Information Management with Effective Database Management Data breach is a very real problem in business today. Every day, organizations store massive amounts of data inside database tables—data ranging from credit card transactions to product inventories. This valuable information is what runs the business. In order to protect this data and stay on top of compliance, an enterprise data management solution that respects information privacy regulations should be Read More...
Unified Performance Management: The Key to Successful Performance Management
Managing performance requires that business and IT, working collaboratively, develop a vision of how to integrate information and technology to improve the

knowledge management  Performance Management: The Key to Successful Performance Management Managing performance requires that business and IT, working collaboratively, develop a vision of how to integrate information and technology to improve the performance of the organization’s people and processes, and then act on that vision. Using common performance management (PM) tools and systems—designed to ensure the effective use of consistent information—is critical to the success of the business. Find out why. Read More...
Mobile Workforce Management Strategies: The Future of Strategic Mobile Workforce & Expense Management
The by-product of a changing economy, increasingly mobile and remote workforces are fueled by the proliferation of high-speed networks. This white paper

knowledge management  Workforce Management Strategies: The Future of Strategic Mobile Workforce & Expense Management The by-product of a changing economy, increasingly mobile and remote workforces are fueled by the proliferation of high-speed networks. This white paper outlines how to best manage a rapid transition to work environments that support a global, mobile, and remote workforce, making the best of their skills and maintaining their identification with the organization, its culture, and its goals. Read More...
LCMS Exposed! Understanding the Differences between Learning Management and Learning Content Management
The Cost of Learning—a Very Brief HistoryTraining (or learning) has always been viewed as a cost center (representing a cost of doing business similar to

knowledge management  a competitive organizational culture, knowledge is power and many don't want to give it up.  This just reinforces the idea that a proper needs assessment is required to determine if an LCMS is the right way to go.  Because many of the major LMS vendors (like SumTotal and Saba) offer LCMS in addition to LMS, it is often too easy just to tack that extra cost on without much thought to it .” Read More...
Enterprise Content Management: It Is More Than Just Web Content Management
Enterprise content management (ECM) is moving beyond web content management. To meet enterprises' needs, large vendors are introducing scaled down versions

knowledge management  demanding in the market. Knowledge management is not really a module of ECM, but it uses the information that is provided by ECM suites. Knowledge management is a separate solution, used at the business level to provide an overview of an organization's information. It is more than just content; it is actually information that is useful to the company. This technology has been around for several years, and is becoming an important part of integration with ECM suites. It will become an additional module Read More...
Project Portfolio Management for Service Organizations: Bridging the Gap between Project Management and Operations
There are two types of project portfolio management (PPM) solutions for professional services organizations (PSO). For smaller PSOs, best-of-breed vendors

knowledge management  and to forecast pipelines. Knowledge management . These capabilities serve as the hub of a PSO. Service firms demand collaboration and analysis of data by both internal parties (management and staff) and external parties (customers and partners). PSOs demand robust knowledge management capabilities that access all components of their business. In addition to these core components, workflow capabilities and integration to back-office systems (HR and financials) are critical components of the complete PPM Read More...
Performance Management Framework for Mobile Workforce Management and Field Service
Mobile workforce management is a complex process that includes workforce planning, assignment decisions, and plan execution. To align this complex process with

knowledge management  Management Framework for Mobile Workforce Management and Field Service Mobile workforce management is a complex process that includes workforce planning, assignment decisions, and plan execution. To align this complex process with your business goals, you need to measure your performance and develop various corrective actions. This white paper discusses performance management—and how you can measure, analyze, and make decisions about the performance of your workforce and service organization. Read More...

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