Knowledge is a key element in service quality and improvement, to support shift left and reduce escalation and to improving customer experience. Yet we regularly see organisations struggle to make this work and fail to achieve the benefits that can be expected. Why is this? What experiences and learnings do you have - successes and failures - that can help to contribute to this discussion?
- Do people not like to give up their knowledge (and ‘power’)?
- Is knowledge management just difficult to make work?
- is it tricky to get information into the right format for re-use?
- How do we keep knowledge up to date?
- Does this type of project just always get side-lined due to operational priorities?
What are your thoughts and experiences?