Welcome to the Dezide “All about knowledge management” blog. In this space we will be sharing our experiences with capturing, formalizing, structuring and distributing knowledge in organizations.
There is so much tacit knowledge in the minds of our best people and it’s very difficult to formalize and capture that valuable knowledge in a structured form that can be used by others
when servicing and supporting customers or performing maintenance, installation and equipment commissioning and de-commissioning.
Capturing the minds of the gurus
A highly skilled and knowledgeable workforce doesn’t come cheap and it doesn’t come easy! Being able to retain organizational learnings and utilize it by others when our best people retire, switch jobs or call in sick has an immense impact on the entire business. Why do we always feel that we have to dispatch our most skilled engineer every time there is an issue somewhere? It shouldn’t have to be necessary.
We believe that the solution is a structured approach to building, using and optimizing a knowledge base containing the knowledge of the gurus. These are the agents in the help desk who we call when we cannot fix an issue on our own or when we need product or billing info; the old technician on speed dial or the Engineers in R&D that can help us out when troubleshooting a complex equipment breakdown in the field – sounds familiar? Breaking down advanced troubleshooting and assembly instructions into easy to follow step-by-step sequences of actions and questions explained with text, images and videos makes knowledge accessible and useful for everyone and heightening the skills of all.
Spread the knowledge
What if we were able collect all that expertise and make it available to everyone everywhere. What impact would that have on your service department, spare parts, supply chain, average handling time, re-visits – how about customer satisfaction?
And when we have spent our limited resources building a world class knowledge base for our workforce – we should extend the reach and make relevant parts of it available for customers, partners, resellers, factories and contractors. Because, it just makes sense to create and retain that knowledge in-house and not let it sit with external affiliates.
We truly believe that there is a better way to understanding what and where the best organizational knowledge is, how we make it available to all and how we learn from knowledge generated every day.
About us
We have 20 years of experience with helping businesses of all sizes capturing, organizing and optimizing expert knowledge and we work with clients ranging from the worlds largest enterprises in the wind industry, mining sector and air compressors to consumer printing and telecom. Now is the time to start sharing that experience and start the dialog about knowledge management best practices. So we hope you will join the conversation , sign up for the newsletter and come back here for more posts on how to get everybody on the same level as the best.
