Computer Sciences and Information Technology
Topic:
Knowledge Management value chain in relation to workplace
In this assignment discuss how different components of knowledge management value chain (can or should or do) apply to your workplace (I work as quality assurance specialist in Customer Service Dep at the health insurance company, I work closely with call center division), The assignment should include a discussion of the followings:
Describe what are the four main components (provide examples of each component related to my work mentioned above)
The four main components are (please check the slides for more information)
Knowledge acquisition
Knowledge storage
Knowledge dissemination
Knowledge application
also, discuss management and organization activities and provide examples related to health insurance company
for more information about the topic please check attached slide 8 )
Please make sure the writing should 100% unique no plagiarism at all:
Knowledge Management value chain in relation to workplace
The different components of the knowledge management value chain are vital aspects to be incorporated in the workplace in relation to the management and usefulness of knowledge. Knowledge management in organizations, institutions, and businesses entails a set of business practices developed in an institution in the interest of creating, storing, transferring and application of knowledge. Knowledge and its usefulness vital in any organization as it enables the businesses to make strides and operations inclined to the advancement and development of the organizations and business. Equally important, the different components of knowledge chain management include knowledge acquisition, knowledge storage, knowledge dissemination, and knowledge applications. Data experience value addition at every stage of knowledge chain management ensuring that data is made usable at every stage. Additionally, knowledge chain management can be incorporated into the customer service department at the health insurance company. The incorporation of knowledge management chain value will greatly improve my operations as a quality assurance specialist in ensuring that customers experience improved services through the management of the available knowledge.
Knowledge Acquisition
Knowledge acquisition as a component of the knowledge management value chain consistently enhances operations in the customer service department at the health insurance company. Knowledge acquisition entails the acquiring and gathering, and documentation. Under knowledge acquisition a wide range of activities that include the storing of documents, reports, presentation, maintenance of unstructured documents such as email development of online expert networks and creation of knowledge (Bose, 2002). Also, knowledge acquisition can include the tracking of data from different sources such as TPS and external sources, discovering patterns in the corporate data and adopting knowledge workstations to generate new knowledge. The organized and coherent knowledge system and the acquisition enables an organization to have the relevant information and knowledge for different use. In the case, of a customer service department, the acquisition of knowledge is a vital issue to help improve customer services. As a quality assurance specialist, one needs to consistently acquire data from different sources on the feedback given by the customers to enable them to maintain good services and improve on the poor service. One can acquire and document information from emails, actual complaints, and suggestions presented to the customer care desk or through the suggestion boxes. The knowledge collected need to be gathered and documented and presented to relevant departments for improvement.
Knowledge storage
The storage of knowledge entails the safekeeping of the acquired knowledge for future reference and retrieval. Knowledge gathered needs to be appropriately stored and protected by the customer service department (Bose, 2002). In this case, the storage of knowledge takes the creation of database systems that can digitize, index and arrange documents in a coherent framework. The storage of knowledge enables organizations and institutions to preserve vital knowledge that enhances the running of organizations. The functions that are associated with the storage of documents entail the indexing of documents and management of the storage system. In this case, as a quality assurance specialist, one needs to maintain coherent a database, documentation and data and information storage technologies and innovations to ensure that knowledge collected from the customers is stored effectively. The storage of information enables the specialist to retrieve such information when necessary and act on it in the interest of the health insurance company
Knowledge dissemination
The dissemination of knowledge entails the sharing and transferring of knowledge and information from one place to the other and this approach will ensure that the customer service department at the insurance company is in a position to communicate with other departments and parties (Landry et al., 2006). The knowledge can be shared through instant messaging, email, portal and search engine technology. The dissemination of knowledge has incorporated technologies such as groupware technologies and office systems to make it easy and effective in the sharing of graphics, data, documents, and calendars. In this case, the customer service department has different methods and channels that can be settled based on urgency, availability, and effectiveness in the sharing of information. Upon the acquisition and documentation as a quality assurance specialist I will adopt different technologies and office systems that will ensure that the customer issues are shared and disseminated to relevant parties for action to be taken.
Knowledge Applications
The application of the knowledge entails the use of the collected information to ensure that the customer service department and the insurance company can see the value of the knowledge collected. The knowledge collected in this case is shared and applied to address different issues and problems that affect the services rendered to the customers. The knowledge gathered from different places and locations is used in generating decisions and recommendations directed to effect positive changes. In this case, the Customer service department needs to use the knowledge collected and gathered to make decisions that will improve customer service delivery. The quality assurance specialist shares the recommendations, strategies, and policies that need to be adopted by different parties and departments to improve the customer service in the insurance company.
Conclusion
Knowledge Management value chain ensures that information and data collected is transformed into usable knowledge that can be adopted in effecting positive changes in an organization. The data and information collected are taken through stages of knowledge acquisition, knowledge storage, knowledge dissemination, and knowledge applications and value addition are done on the knowledge to make it usable to an organization. As a quality assurance specialist at Health insurance organization Knowledge Management value chain components can be adopted to ensure that appropriate customer care services are offered.
Reference
Bose, R. (2002). Customer relationship management: key components for IT success. Industrial management & Data systems, 102(2), 89-97.
Landry, R., Amara, N., Pablos-Mendes, A., Shademani, R., & Gold, I. (2006). The knowledge-value chain: a conceptual framework for knowledge translation in health. Bulletin of the World Health Organization, 84, 597-602.
