Overview
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Deliver better customer experiences by learning how to keep your organization’s knowledge base up to date with easy-to-find, useful information.
Syllabus
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Introduction
- Creating a single source of truth
- What is knowledge management (KM)?
- What problems does KM solve?
- Overcoming KM challenges
- A KM self-assessment
- Capture, reuse, and improve
- Agents and the Solve Loop
- Organizations and the Evolve Loop
- Maintaining knowledge quality
- Knowledge management technology
- Understanding activities and outcomes
- Measuring program health
- Measuring individuals and teams
- Proving business value
- Executive sponsorship and program leadership
- Getting front-line managers on the KM team
- Leveraging peer coaching
- Sustaining your KM program
- Putting knowledge into practice
