A suggested systems approach to a KM solution for improving an Internet bank's customer response

摘要

Purpose – The Institute for Knowledge and Innovation at the George Washington University advocates “theory to practice – a continuum” in the University's knowledge management (KM) graduate programs. At the practice end, guidelines for “eight easy steps to a KM system for improving business performance” were initiated as a tool for their students in the Fall of 2000. Aims to address the issues surrounding this. Design/methodology/approach – This paper applies the eight step guidelines to a hypothetical internet bank to create a knowledge collaborative environment and integrated repository to improve the effectiveness of the bank's customer response team function. Findings – Correlating changes in business processes to take advantage of benefits from a collaborative knowledge sharing environment can be enhanced using a systems approach to tie the knowledge facets to the enterprise's purpose for being. Employees will more readily accept changes in their work habits if there are clearly defined processes that assist in getting improved results with subsequent positive performance recognition for the employee. Managers will more readily embrace KM if a clear “cause and effect” trail leads to overall improved effectiveness fostering the enterprise's growth, stability and positive image. Originality/value – This paper helps all those involved with KM to identify knowledge gaps, opportunities and risks.