Key Manager Support

"The biggest factor in the success of a knowledge-management initiative is a culture that embraces accountability . . . the support of the executive team, and the harmony between the concept of knowledge management and [the company’s] core values."

— Based on an interview with Matt McCabe, Director of Customer Service, dynamicsoft

Successful implementation of a knowledge management system requires executive-level support for the initiative. At minimum, this involves a vision for knowledge management in support environments, well-articulated goals and requirements, and financial and resource commitments to ensure long-term success.

To succeed in obtaining executive support, knowledge management advocates should develop a well-defined project plan that includes:

• Resource requirements

• Individual and departmental roles, responsibilities, and lines of authority

• Accountability processes

• Inherent risks and risk-management plan

• Implementation steps, timelines, and dependencies

• Communication strategy for project members, operators, supervisors, and senior managers

Once management has embraced and, ideally, evangelizes the plan, executives andor senior managers must also be part of the review process for evaluating progress and results with specific emphasis on the company’s return on investment (ROI).

Next: Knowledge Management Culture Change