What do you want to accomplish with digital transformation? Greater productivity? Better decision making? Higher customer satisfaction? All of the above? Whatever you’re aiming to achieve, just remember this: You need more than a goal. You need a way to get there. That’s why knowledge management is such a critical aspect of enterprise digital transformation. Only through effective knowledge management can you consistently extract maximum value from data in the digital enterprise – in the following specific ways.
Harnessing The Explosion Of Data And Information
Digital transformation is about creating a work environment in which digital tools – information, applications, processes – are used to create business advantage. But to put those tools to work, you need a way to easily control and manage the digital environment. A good knowledge management solution gets you there by providing a way to capture knowledge from everyone across the organization, as well as to organize it so that it’s widely accessible and usable. Without those capabilities, what’s the point of digitizing everything in the first place?
If you have an effective knowledge management solution in place, you can eliminate the risk of losing access to information resources in the crush of data, or losing individual knowledge when people leave the organization and take their knowledge with them. Good knowledge management ensures that the information you create and collect as part of your digital transformation remains consistently available to be used for business improvement.
Accessing Information Through A Diverse Collection Of Devices
In a few short years, organizations have gone from discouraging employees to use their own devices at work to expecting them to. The trend toward remote operations is growing, with 50% of people projected to be working remotely by 2020. And as it does, BYOD – Bring Your Own Device – policies will surely become even more prevalent. With so many different devices and platforms in play at work, organizations rolling out digital transformation initiatives need to be sure they have a knowledge management solution in place that supports information access across the entire spectrum of device technologies.
There’s no question that support for diverse devices is important to employees successfully communicating and sharing information with each other in any organization. But for some, diverse device support can also be essential for external, customer-facing interactions. In a company whose operations include a substantial customer support component, for example, the customer support team needs to be able to quickly and efficiently access, through whatever devices or platforms they prefer, the knowledge resources needed to resolve customer issues.
Imagine the impact on customer relations when a front-line support team member can’t get her hands on a key piece of technical information to resolve an issue, because it’s not available through the device she relies on for most work communications. Or imagine the time wasted when she has to switch between that device and a company-issued device, depending on what information she needs and where the knowledge is stored. Knowledge management that supports information access across platforms eliminates problems like these.
Cultivating Collaboration Across The Organization
Support for fast, easy knowledge sharing and collaboration is another hallmark of good knowledge management. A good solution will allow people to add to an organization’s knowledge base quickly and intuitively, without specialized technical skills, as well as make it equally simple for other people to draw on that knowledge. And it all needs to happen as part of a solution in which knowledge is well organized and easily managed.
Contributing and drawing on information in a well organized knowledge environment is one thing. But what about collaboration – connecting in real time to exchange information and share knowledge? That’s a vital capability and an important role for knowledge-based technology to play. An effective knowledge management solution should support internal social networks that people can use to connect with each other.
If business improvement is the ultimate goal of digital transformation, effective knowledge management is what’s going to pave the way there. Use it to make sure digital information, applications, and processes you’re putting in place can deliver on their full potential – and that the people you put your faith in every day can do their best work.