Krueger Communications

Knowledge Management an Emerging Business Model

noreply@blogger.com (Krueger Communications Inc) — Thu, 25 Aug 2011 02:04:00 +0000

Knowledge management can be applied to business administration, information systems, management, and other contexts. It is important that business professionals understand that KM because it is quickly becoming an integral partner with CRM Customer Relationship Management. KM like CRM, is important because it enhances an organization's ability to deal with what are known as Mike Davidson's four areas of organizational concern[1]:

Mission: What are we trying to accomplish?
Competition: How do we gain a competitive edge?
Performance: How do we deliver the results?
Change: How do we cope with change?

Let's consider the concept of KM. What is Knowledge Management? According to Rudy Ruggles, a leading KM thinker/practitioner, [2] the following items are integral components of KM:

Generating new knowledge
Accessing valuable knowledge from outside sources
Using accessible knowledge in decision making
Embedding knowledge in processes, products, and/or services
Representing knowledge in documents, databases, and software
Facilitating knowledge growth through culture and incentives
Transferring existing knowledge into other parts of the organization
Measuring the value of knowledge assets and/or impact of knowledge management

How can businesses apply KM? Dr. Yogesh Malhotra, Founding Chairman and CKO of Global Risk Management Network helps answer this. He explains what the most important thing business can do regarding KM. [3]

The most important issue for companies is to ensure that they focus on the synergy of data and information processing capacity of information technologies, and the creative and innovative capacity of their human members. Advanced information technologies can increasingly accomplish 'programmable' tasks traditionally done by humans. If a procedure can be programmed, it can be delegated to information technology in one form or another. The information and control systems in organizations are intended to achieve the 'programming' for optimization and efficiency. However, checks and balances need to be built into the organizational processes to ensure that such 'programs' are continuously updated in alignment with the dynamically changing external environment.

CRM and KM once considered two disciplines, now must In the technology and work toward the same goal which is to provide continuous improvement within business environments, Each must work together, so to speaking the same language. Several industry leaders are taking leaps in this direction.

On July 28, 2011, Oracle announced that it has agreed to acquire InQuira, a provider of best-in-class knowledge management solutions that support web self-service, agent-assisted service, and customer communities. The proposed transaction is subject to customary closing conditions, and is expected to close in the fall of 2011. Until the transaction closes, each company will continue to operate independently and continue to conduct their respective business as usual.

The combination of Oracle and InQuira is expected to further extend Oracle's leadership CRM with web self-service, customer communities and knowledge management capabilities. Together, Oracle and InQuira plan to provide customers with advanced search and a scalable knowledge management platform as a part of a comprehensive CRM solution. By adding InQuira's capabilities to Oracle's products, Oracle expects to provide customers with a complete and integrated knowledge management solution that enables companies to improve and personalize their customers' experience. [4]

On August 20, 2008 -Salesforce.com announced the acquisition of InStranet, the leading provider of knowledge management technology for business to consumer (B2C) call centers. The acquisition brings powerful knowledge base Dimensions technology to Salesforce CRM Customer Service & Support, enabling customers and call center agents around the world to quickly find the answer they need, the first time. [5]

It will be interesting to see how integrating KM and CRM will help businesses navigate complex support problems more easily and build bridges between sales, marketing, service, and the internal content.

[1]

Davidson, Mike. The Transformation of Management. Butterworth-Heinman. 1996

[2]

http://www2.sims.berkeley.edu/courses/is213/s99/Projects/P9/web_site/about_km.html

[3]

http://www.brint.com/interview/maeil.htm

[4]

http://www.oracle.com/us/corporate/Acquisitions/inquira/index.html

[5]

http://www.salesforce.com/company/news-press/press-releases/2008/08/080820.jsp

Industries worldwide are implementing video technology

noreply@blogger.com (Krueger Communications Inc) — Fri, 05 Aug 2011 18:32:00 +0000

The healthcare industry is venturing into new territory by introducing remote care for potential patients. Find out more in the article “Survey shows many patients ready for remote healthcare” written by Kerry Best, July 22, 2011.

Eastview Middle School in White Plains New York is using video conferencing to teach its students global awareness. Can you imagine, on a typical school day interacting with other students across the globe? The goal is to develop leadership skills, global citizenship, and emotional intelligence. Find out more in the article “Video Conferencing in Education” written by Jody Howard-Kennedy January 1, 2005.

Discover how entrepreneurs are offering video conferencing as a business service. Asheville Reporting Service of Asheville, North Carolina is certified court reporter firm that provides full-service videoconferencing on-site. They handle depositions, expert consultations, witness/trial preparation, arbitration, settlement proceedings and much more.

The retail industry is implementing a relatively new concept using video conferencing in customer service kiosks. The premise is that as consumers we will be more satisfied getting quick, accurate solutions from experts rather than staff who may not be as equipped or knowledgeable. Find out more in the article “Is this the end of human contact in retail stores as we know it?” written by ProTouch blog October 5, 2010.

No matter what industry you are in, there are simple processes you can re-develop by implementing video conferencing. Why? Because as business professionals we can impact our environment and productivity in a positive way by reducing CO2 emissions and stress related to travel. Use your imagination, and think outside the box:

Utilize professionals who work remotely
Conduct meetings
Collaborate with team members, and associates
Get technical assistance from experts
Provide orientation, instruction and training
Recruit, Interview, and test

The key component to all of the situations above is that with clear digital image and audio you can make eye contact, see facial expressions, and interpret the correct tone of voice. Select your video conferencing provider carefully. Develop a long-term relationship to help you progress as you grow.

Uh... Cloud Computing?

noreply@blogger.com (Krueger Communications Inc) — Thu, 28 Jul 2011 16:06:00 +0000

If you were asked “what is cloud computing?” how would you reply? If your response is similar to the Cisco video above, don’t fret you are not alone. We would like to present to you, a simple and clear overview of cloud computing. As we grow our blog, we will continue to assist you, by helping you increase your “cloud” knowledge.

You may be wondering why this is important. Basically, cloud computing allows ordinary pc users to become administrators of their own cloud. Users will gain convenience, forgo the technical headaches, and the system costs. For a more detailed breakdown visit Cloudipedia. Trust me, you will appreciate all the advantages of working in a cloud.

Most likely, you have been using, or have used a cloud based service such as Google Apps, or Dropbox. According to Business News Daily there are “5 Cloud-Based Services You Should Start Using Today”.

Benefits can include:

Connecting supply chains

Managing HR solutions

Streamlining scheduling

Delivering contact center solutions

Specializing data protection

Syncing storage

Ultimately, Cloud Computing allows you to have everything you need, at your fingertips - anywhere, and everywhere you need it. This can be applied on a personal as well as, a professional level. View the slide show on PC Mag.com to see how everything connects.