Re: KM best practice in professional services #case-studies #consulting

Nick Milton

>In professional services, what is the KM program that worked best in your organisation?



Based on KM survey data, with 143 data points from professional services companies:


  • The primary business driver is to use KM to provide a better service to clients, with increasing internal efficiency as a close second, and knowledge retention as a more distant third.
  • The highest priority approach is connecting people through communities and networks. Knowledge retention and improved access to documents are joint second, and provision of knowledge to customer facing staff, knowledge retention, and creation of best practices are also important
  • The bar chart below shows the level of value delivery the survey respondents assigned to these approaches (the line is a weighted value score)



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