CREATING KNOWLEDE

MANGNENT SYSTEM

IN AN ORGANIZATION

Submitted to :Dr. Gurwinder singh

Submitted By :

Anmol Singh

B.B.A 3rd sem

 ACKNOWLEDGMENT

I would like to express my special thanks of gratitude to my teacher Dr. Gurwinder

Singh who Gave me the opportunity to do this wonderful project on the topic

CREATING KNOWLEDE MANGNENT SYSTEM IN AN ORGANIZATION which also

helped me in doing a lot of Research and I came to know about so many new things

I am really thankful to them.

Anmol Singh

BBA 3rd sem

Department of Business Studies

Punjabi University

Guru Kashi Campus

Talwandi Sabo
 INTRODUCTION
A knowledge management system is a tool your company can use to capture,

organize, and analyze information pertinent to your business. An effective

knowledge management system enables improved collaboration, decision

making, problem solving, communication, innovation, and time management

among employees and translates to a more efficient and satisfactory customer

experience.

Information captured within your knowledge management system may include

company documents; data related to product development, presentation

decks, product feature breakdowns, case studies, and best practices. A content

management system can also be used as a historical library that captures

personnel information, org-wide company news, branding updates, IT changes,

and so on.

Intuitively-designed knowledge management system software can integrate

with the tools your company already uses, captures all of your company’s

information and expertise, and creates a single source of truth, transforming

that information into employee knowledge seamlessly accessible within their

workflows. Used properly, this will set up a knowledge driven culture that can
help boost effectiveness, improve customer experiences, and give your team

back time they have previously had to spend hunting down the information

they need to do their job.

What is knowledge management:

Knowledge management (KM) is the process of identifying, organizing, storing

and disseminating information within an organization. When knowledge is not

easily accessible within an organization, it can be incredibly costly to a business

as valuable time is spent seeking out relevant information versus completing

outcome-focused tasks.
A knowledge management system (KMS) harnesses the collective knowledge

of the organization, leading to better operational efficiencies. These systems

are supported by the use of a knowledge base. They are usually critical to

successful knowledge management, providing a centralized place to store

information and access it readily.

Companies with a knowledge management strategy achieve business

outcomes more quickly as increased organizational learning and collaboration

among team members facilitates faster decision-making across the business. It

also streamlines more organizational processes, such as training and on-

boarding, leading to reports of higher employee satisfaction and retention.

Types of knowledge

The definition of knowledge management also includes three types of

knowledge—tacit, implicit, and explicit knowledge. These types of knowledge

are largely distinguished by the codification of the information.

Tacit knowledge: This type of knowledge is typically acquired through

experience, and it is intuitively understood. As a result, it is challenging to

articulate and codify, making it difficult to transfer this information to other

individuals. Examples of tacit knowledge can include language, facial

recognition, or leadership skills.

Implicit knowledge: While some literature equivocates implicit knowledge to

tacit knowledge, some academics break out this type separately, expressing

that the definition of tactic knowledge is more nuanced. While tacit knowledge

is difficult to codify, implicit knowledge does not necessarily have this problem.

Instead, implicit information has yet to be documented. It tends to exist within

processes, and it can be referred to as “know-how” knowledge.

Explicit knowledge: Explicit knowledge is captured within various document

types such as manuals, reports, and guides, allowing organizations to easily

share knowledge across teams. This type of knowledge is perhaps the most

well-known and examples of it include knowledge assets such as databases,

white papers, and case studies. This form of knowledge is important to retain

intellectual capital within an organization as well as facilitate successful

knowledge transfer to new employees.

Features of a Good Knowledge Management System

When choosing a knowledge management system, you want a software that

captures the information you need from a wide variety of sources and ensures

fast, accurate, relevant search results for your users. Your ideal knowledge

management system should also allow you to easily migrate existing

knowledge and content, add and update content as needed.

Even when your team members are working remotely, spread throughout the

country or the globe, your knowledge management system should be able to

deliver the knowledge each employee needs — wherever they are working,

without the need for a time-consuming and complicated search process. The

most effective knowledge management systems can also be customized based

on your users’ needs and include features that encourage interaction and

collaboration
Here is a helpful key features checklist that may make choosing the

right system for your company a little easier:

 Ease of use/adoption – Minimize disruption by choosing a knowledge

management system that shows users its value from the start. Your

ideal system should allow team members to easily import and format

content or data, or write information from scratch.

 Intelligent integration – Look for a system that can capture your

team’s knowledge and expertise, as well as the knowledge they seek,

from every important interaction and web search. Additionally,

the ability to integrate with the tools your teams already use and to

sync content means your internal- and external-facing content will be

easily stored, verified, and accessed in one place.

 Organization – Collections, groups, tags, and other organizational

features can help you determine who sees what and sort content for

simpler, more intuitive searches.

 Accessibility – Employees should have easy access to the knowledge

they need to do their jobs, no matter where – or on what device or

browser – they are working.

 Customization – Look for a system that allows you to customize

specific knowledge suggestions that will appear based on a user’s

field or content focus.

 Smart suggestions – Knowledge should be surfaced for employees in

real-time as they have conversations with customers or fellow team

members on calls or chat tools. Utilizing a knowledge sharing tool

that will suggest specific information will encourage adoption and

bring teams the information they need, before they even know that

they need it.

 Collaborative features – Connecting teams and people to one

another so they can share their expertise is essential to effective

collaboration, as is delivering knowledge to those people at the right

moment in the right place. By making knowledge management a

collaborative process, you can utilize your subject matter experts to

get everyone in your org on the same page.

 Content verification/insights – Expert verification, flagging of out-of-

date or inaccurate content, duplicate content alerts, suggested tags,

and deep insights to track and improve knowledge through artificial

intelligence (AI)-integration are all powerful knowledge management

features.
Knowledge Management System Challenges

Trying to create a “culture of knowledge” requires choosing a knowledge

management solution that is user-friendly, encourages easy adoption, aligns

with your existing company culture and is cost-effective in terms of time and

budget. Some knowledge management tools of the past were too complex for

employees to use effectively; too costly and time-consuming for companies to

maintain; and lacked clear and easily communicated benefits for the company

as a whole — not to mention for individual teams, employees, and customers.

Here’s a closer look at some of these challenges:

 Complicated or confusing information storage and search features –

If finding the information they need – or trying to add or update

expertise in a collective knowledge base – takes too much time or

effort, employees will rarely or never use a knowledge management

system.

 Lack of communication about knowledge management benefits –

How will this stored, shared, searchable knowledge improve

employee collaboration, productivity, customer interactions, and

your business as a whole? Can you show measurable progress and

 examples of success? Employees need to see value to buy into the

knowledge management system you choose.

 Cost-benefit disparities – If your knowledge management system is

too costly, especially if you don’t get the buy-in and participation of

your team members, you will not see a clear business benefit. Cost-

effective, user-friendly, easily-integrated and accessible tools are a

must for knowledge management system adoption.

Investing in a knowledge management system can help you build better

customer experiences, internal and external relationships, products and

processes. It can also help make it easier to share expert-verified knowledge

with your team on-demand, whenever they need it.

How to Build a Knowledge Management System

When choosing the right knowledge management tools for your team and

building your knowledge management system, there are many aspects to

consider, including who will lead and participate in your knowledge

management process and what specific goals your company has for this new

knowledge management strategy.

Assess where you are, where you want to go, what technology you need to get

there, and which of your employees will regularly contribute to your

company’s collective knowledge. Setting up this type of knowledge

governance can make your knowledge management system more effective for

those who interact with it on a regular basis. Keeping these principles in mind,

you can determine how to customize a system that makes those contributions

and interactions beneficial to your employees and business as a whole. Let’s

break it down step by step on how to build out a successful KM system.

Step 1: Identify and define the goals of your knowledge

management system

To implement a knowledge management system that works for your company,

and one that is supported by your employees, you need to clearly identify your

company’s needs, goals, objectives, and business case for knowledge

management. Here are a few examples of what these goals and objectives

might look like:

 Giving customer support teams what they need to solve problems,

up-sell, and enhance customer experiences

 Empowering your sales teams with accessible, actionable knowledge

they can use to shorten sales cycles, keep up with a fast-paced

product, and turn prospects into satisfied customers

 Enabling efficient, user-friendly workflows for remote employees, no

matter where or when they work

 Giving marketing teams a shared language and collective knowledge

and messaging resources so they can focus on telling your story and

building your brand

  Enabling your employees to spend more time building your business

and less time answering questions and searching for internal

information

Step 2: Evaluate and choose knowledge management platform

When you are ready to choose a knowledge management platform, you should

evaluate who will be using it and how, ensuring it will be accessible to

employees working remotely. To foster acceptance and use by your teams, it’s

important to choose a platform that is easy to use — in its search, content

creation, and editing features.

The platform you choose should also be able to be integrated with your

existing tools and workflows to make it more adaptable to what your team

already knows and works with. Look for organizational features that make

sense for your teams, customization abilities, smart suggestions, and

collaborative features that make knowledge actionable, as well-as AI-aided

verification and insight.

Step 3: Inventory existing information and identify gaps

To implement an effective knowledge management system and strategy, you

need to identify what knowledge is most important to your business. That

means inventorying your content and identifying gaps in knowledge and how

that knowledge is created, updated, shared, and used within your

organization.

Working with team leaders and other key employees, you can create

knowledge maps that show what knowledge your teams already have and

what they need to know related to job roles, products and processes, training,

competencies, and organizational strategic priorities.

Asking employees for feedback about frequent issues is another helpful

strategy in making sure your knowledge management system is well-

maintained and offers the most value to your team. Additionally, you’ll want to

regularly take a closer look at what topics and keywords your employees are

regularly searching, and analyze your competitors’ knowledge management

structure, if possible.
Step 4: Organize information and create net new content

Organizing your existing content — and the content and data you will add over

time — is an important step to creating a knowledge management system that

functions well for your company. Your ideal organization structure will depend

on your employees’ most important needs and expectations, as well as those

of your customers, and how they will use the content.

You can organize your content into topic categories, adding relevant links

within content based on what your users most frequently need to access, or

related content that they might logically search for next. Your organizational

structure should also clearly feature a search function, a tool for feedback, and

supplementary resources.

Another best practice for further organizing your content within a knowledge

management system is to put it into collections, boards, or groups. This allows

the right people to be able to access the right content at the right time. Look

for intuitive editing features that give users the option to create new content

without leaving their regular workflows. This can save time and preserve

productivity. Plus, easy-to-use features ensure there isn’t a steep learning

curve. This can encourage wider adoption among your team and make it easy

to update and actually use your knowledge management system.

Step 5: Implement the knowledge management system

To ensure a successful launch, and company-wide adoption of your knowledge

management system, you should take the following steps:

 Explain your company-wide objectives and your motivations for

establishing a knowledge management strategy in terms of the

challenges you seek to address and opportunities for specific teams,

from sales to product development to customer support.

 Communicate regularly about knowledge management updates and

successes, ideally with data, and recognize frequent contributors.

 Ask for employee feedback so they stay engaged and you ensure

continuous improvement. Find ways to fix issues quickly so your

users know their input matters.

 Take advantage of AI-driven functions like expert verification;

flagging of out-of-date, inaccurate, or duplicate content; and insights

that illustrate user trends and behaviors.

  Incentivize content creation and updating among employees, and

reward employees for especially helpful feedback.

 Make refresher sessions and trainings a regular occurrence so that

your team is aware of how to use your knowledge management

system. This not only helps onboard new employees and familiarizes

them with your system, but it keeps updating your knowledge

management system top-of-mind for long-time employees, as well.

Step 6: Evaluate & optimize KMS performance post-launch

Your work isn’t over once you have implemented a knowledge management

system. As mentioned above, you need to communicate regularly with users to

ensure your system is working, that employees are – and are motivated to

continue – using it, and to identify any pain points that require a fix for

continuous improvements.

Regular check-ins and surveys can help assess how your teams have been using

the system and what features and functions could improve their experience.

AI-powered analysis of their behaviors can further illuminate how your

knowledge management system is performing for different segments of your

company. With this information, you can make improvements in quality, value,

performance, and compliance for each of your users, as needed.

Step 7: Continue to improve and update the knowledge

management system

After your knowledge management system is up and running, continued

evaluation and improvement will be necessary as part of your knowledge

management implementation roadmap. Internal changes to your

organization’s processes or products, economic and other external factors,

changes in your teams or organizational structure, and lessons learned from

employee interactions with your knowledge management system will all

change your company’s informational needs and influence the evolution of

your knowledge management strategy.