A Study About “Knowledge Management”

Chitra J

Abstract


Knowledge management is not one single discipline. Rather, it an integration of numerous endeavours and fields of study. This paper provides a framework for characterizing the various tools (methods, practices and technologies) available to knowledge management practitioners. It provides a high-level overview of a number of key terms and concepts, describes the framework, provides examples of how to use it, and explores a variety of potential application areas. The most effective knowledge management systems are able to access information from multiple documents and databases, capture it in a centralized knowledgebase, and continually improve it for on-going use by individuals seeking answers. Typically, these individuals comprise the support agents in customer support environments, as well as the customers, employees, partners, and/or vendors they serve. This paper draws on our decade of implementing knowledge management systems for support organizations large and small to discuss the six best practices to success.


Keywords


Strategy Management; ASDF Journals; ASDF International; ASDF; Journals; Management

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References


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