Many businesses realise that their future success depends not so much on their products (the hardware) but on servicing - including problems-solving for customers. Notice the trend towards free hardware so we can sell the software; a free copier machine so we can change for servicing and a free telephone so we can charge for the calls. Capturing the potential wealth in your employees’ heads is essential for the business of the future.

If we don’t make efforts to record and use the knowledge our people have, we are losing profits and future wealth. When people leave they take valuable knowledge with them.

Forget all the jargon! Knowledge management has very little to do with IT! Knowledge Management is simply making creative, effective and efficient use of all the knowledge available to an organisation for the benefit of its customers and hence the organisation.

A knowledge management workshop (KMW) is an ideal way to start making explicit all the knowledge your people have about:

• The core and non-core skills of your personnel and their ideas for improving the business
• Exactly who our customers are, what their real needs are and what they think of our business
• What our business processes are and how they can be improved
• How all departments work and fit together and where interfaces could be better
• What our products are, how they actually work and the problems customers encounter when they use them
• What’s happening in the market place and in the industry.

A KMW can also begin the process of thinking about:

• Creating the technological systems to store knowledge so people can get to it easily.
• Letting people know the system exists and train them in using it.
• Overcoming the subconscious barriers to sharing knowledge.
• Rewarding those who contribute to it and make use of it.

Please call for a no-obligation initial discussion - 01224 658303