There is always a room for improvement and every organization has some measurement and benchmark placed to improve their policies and processes. The Best Practices can be treated as a KM initiative and a way to improve the policies and processes in an organization.It’s not something which is internal to the organization,but external to an extent that it involves the study of the practices across industry. Best Practices are certainly not absolute and it depends on the kind of organization and its services/ offerings. But few things for an organization to look for while defining the best practices for them are:
1. Internal Practices: Before you start looking outside, concentrate internally. If you are a start up, then check the measure, matrices and balances and see whether they are properly in place. Before you actually start on improving policies and processes, see to it that the basic requirements are met for any processes or policies. For e.g. a successful project management should fill the criteria of gathering exact client requirements, defect management, risk management etc. And, if you are already an established organization, how the existing practices have affected and impacted the organization as a whole in terms of performance and running of organization.
2. Market Benchmarking: An organization cannot run in isolation. A lot of external factors impact the organization. It’s always advisable to research on specific practices and policies used by other organizations in the market who sell the same kind of services/ offerings. Not only that, you can also focus on the practices and policies which are generic to all the organizations. For e.g. Risk Management is very specific area while Resource Management is quite a generic one.
3. Involve your customers: Customers are the king. Always involve them while setting up the best practices in your organizations, take their suggestions and regularly inform them regarding the changes in process and policies in your organization. Publish Newsletters and let them know the practice areas of other organizations and how it differs in your organization. And, sometimes, involving your clients and customers can help you get the benefits of extracting information regarding the dynamics of other organizations as they are the one who works with different service providers.
4. Involve Industry Experts: Industry Experts are the one who have the experience of working in various organizations across the globe, working with acclaimed industry leaders and renowned organization. So, they have the knowledge of setting up the best practices for each and every kind of organization. Involving them would certainly help the organization in knowing the loopholes in the existing practices and the areas of improvement.
5. Documentation and Version Control: It might seem trivial but this is one of the important aspects of best practices in any organization. Proper documentation and version control helps in knowing the history and the changes that actually occurred in any practices and its overall impact.
Friday, May 21, 2010
Can we have too much KNOWLEDGE???
When it comes to Knowledge Management, too much knowledge can prove even more dangerous than having just a little if you want to share ideas.
Why is it that the more we know about something, the harder we find it to explain what we know to other people? Research evidence suggests that our difficulties aren’t caused by the amount and complexity of our knowledge but by our inability to accurately judge just how much other people already know.
In other words, we make life difficult for ourselves because we’re not very good at working out what goes on in other people’s heads. And, because the content of our own mind is the only reference point we have for understanding other people’s minds, we often struggle to appreciate just how different other minds can be from ours.
Bridging the knowledge gap
The solution is to create a metaphor that will make it easier for your listeners to make the journey from familiar territory (what they already know) to unfamiliar territory (what they don’t know). Thinking metaphorically forces us to take a step back from what we know and imagine seeing it from someone else’s point of view. This is because metaphors are created by answering the question, “What’s it like?”
However, when we know a lot about something we often find ourselves resisting this question because we’re worried that any answer to it will be simplistic and inaccurate. We are so in love with the detail and subtlety of what we know, we can’t stand the thought of misrepresenting it. When it comes to expertise, it’s often a case of all or nothing.
For example, there was a time when computers were the exclusive domain of experts who communicated with each other in the mysterious language of computer code. The great breakthrough in the design and popularity of the personal computer happened when the metaphor of the desktop replaced the barren landscape of the command line. Instead of being lost in an abstract world of code, the home user now found themselves in a familiar office environment surrounded by documents, paper folders, filing cabinets and wastepaper bins – a place where they could do business.
The desktop/office metaphor may have many inadequacies (for example, seeing a word processor as a typewriter wouldn’t lead a new user to look for a replace command) but without it, the computer revolution might never have happened.
Many computer experts doing innovative work today started life on the desktop and eventually burrowed their way down to the creative power of the code beneath it. Once we have a map of the unfamiliar territory and a feeling for it, we’re ready to revise our mental models and start making sense of the technical details. At this stage, we can hear the tune in all its glory – and we can even hum it ourselves.
- An article by Martin Shovel. Source:Knowledgeboard
Why is it that the more we know about something, the harder we find it to explain what we know to other people? Research evidence suggests that our difficulties aren’t caused by the amount and complexity of our knowledge but by our inability to accurately judge just how much other people already know.
In other words, we make life difficult for ourselves because we’re not very good at working out what goes on in other people’s heads. And, because the content of our own mind is the only reference point we have for understanding other people’s minds, we often struggle to appreciate just how different other minds can be from ours.
Bridging the knowledge gap
The solution is to create a metaphor that will make it easier for your listeners to make the journey from familiar territory (what they already know) to unfamiliar territory (what they don’t know). Thinking metaphorically forces us to take a step back from what we know and imagine seeing it from someone else’s point of view. This is because metaphors are created by answering the question, “What’s it like?”
However, when we know a lot about something we often find ourselves resisting this question because we’re worried that any answer to it will be simplistic and inaccurate. We are so in love with the detail and subtlety of what we know, we can’t stand the thought of misrepresenting it. When it comes to expertise, it’s often a case of all or nothing.
For example, there was a time when computers were the exclusive domain of experts who communicated with each other in the mysterious language of computer code. The great breakthrough in the design and popularity of the personal computer happened when the metaphor of the desktop replaced the barren landscape of the command line. Instead of being lost in an abstract world of code, the home user now found themselves in a familiar office environment surrounded by documents, paper folders, filing cabinets and wastepaper bins – a place where they could do business.
The desktop/office metaphor may have many inadequacies (for example, seeing a word processor as a typewriter wouldn’t lead a new user to look for a replace command) but without it, the computer revolution might never have happened.
Many computer experts doing innovative work today started life on the desktop and eventually burrowed their way down to the creative power of the code beneath it. Once we have a map of the unfamiliar territory and a feeling for it, we’re ready to revise our mental models and start making sense of the technical details. At this stage, we can hear the tune in all its glory – and we can even hum it ourselves.
- An article by Martin Shovel. Source:Knowledgeboard
Sunday, May 9, 2010
Social CRM: Balanced Scorecard
I had previously written a post on SOCIAL CRM explaining what SOCIAL CRM is all about. Today, I will be sharing on what actually SOCIAL CRM means to companies and how should they percieve about it. While recently reading “The world is flat” blog, I bumped into “Balanced Scorecard for SOCIAL CRM” which I thought to share with you all.
From a financial perspective, how about measuring the profit through Improved Lead Management by listening to customer conversations, reminds me of “Tweets, Retweets” concept. Capturing the conversation happening between the organization and the customer in a system helps in better understanding and catering to their needs. A proper history/track of conversation is definitely a better way from turning lead-prospect, converting to an opportunity and then grabbing it.
The simple example of DELL India catering their customers in Twitters, listening to their problems, giving them solution…how about all those information flowing into SOCIAL CRM, the point being here the customer are not individuals but organizations.
There is always a fear among the sales force of losing their clients to other sales people in the same organization because of the targets and other factors but then there is a loss of information which happens in the process because of the fear. If I as a salesperson approach some customer and some conversation happen between me and him which I think can help other sales people who are targeting similar clients, why not share it with them and what better than a SOCIAL CRM which can help in the process ensuring free flow of ideas/discussions to others sales force. SOCIAL CRM can act as an incredible tool in forming an association among sales force and a platform for them to innovate and discuss ways which can help to improve and peform better.
And, when customer behaviour/conversation/insight is tracked, then definitely it guarantees a higher satisfaction among customers and that in turns ensures customer loyalty and retention.
Balanced Scorecard
Financial: Improved Lead Management, Improved Brand Image,Higher Cross/Upsell, Higher Profitability
Internal Business Processes: Innovation via Employee Ideas,Internal Social CRM enablement,Technology enablement
Customer:Higher satisfaction and retention,High service quality, high loyalty
Learning and Growth:Targeted Products, High Innovation (both made possible due to customer behaviour and insight)
From a financial perspective, how about measuring the profit through Improved Lead Management by listening to customer conversations, reminds me of “Tweets, Retweets” concept. Capturing the conversation happening between the organization and the customer in a system helps in better understanding and catering to their needs. A proper history/track of conversation is definitely a better way from turning lead-prospect, converting to an opportunity and then grabbing it.
The simple example of DELL India catering their customers in Twitters, listening to their problems, giving them solution…how about all those information flowing into SOCIAL CRM, the point being here the customer are not individuals but organizations.
There is always a fear among the sales force of losing their clients to other sales people in the same organization because of the targets and other factors but then there is a loss of information which happens in the process because of the fear. If I as a salesperson approach some customer and some conversation happen between me and him which I think can help other sales people who are targeting similar clients, why not share it with them and what better than a SOCIAL CRM which can help in the process ensuring free flow of ideas/discussions to others sales force. SOCIAL CRM can act as an incredible tool in forming an association among sales force and a platform for them to innovate and discuss ways which can help to improve and peform better.
And, when customer behaviour/conversation/insight is tracked, then definitely it guarantees a higher satisfaction among customers and that in turns ensures customer loyalty and retention.
Balanced Scorecard
Financial: Improved Lead Management, Improved Brand Image,Higher Cross/Upsell, Higher Profitability
Internal Business Processes: Innovation via Employee Ideas,Internal Social CRM enablement,Technology enablement
Customer:Higher satisfaction and retention,High service quality, high loyalty
Learning and Growth:Targeted Products, High Innovation (both made possible due to customer behaviour and insight)
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