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Teltech resource network

The Teltech Resource Network Corporation researched early business results of
ninety-three areas of knowledge management in eighty-three different
corporations.
n 45 per cent of applications were aimed at revenue building.
n 35 per cent were to contain or reduce costs.
n 10 per cent were aimed at improving customer service.
n 6 per cent were intended to improve the quality of services and products.
n 4 per cent were designed to improve internal processes and workflow.
Overall the aim was to “leverage best practices” to “do what the high performers

do”.

A simple game plan for success

n Do your homework first.
n Fully assimilate knowledge management into your off-line and

online strategic plan.
n Have clear tactical and strategic objectives consistent with the

overall business strategy.
n Organize your content for simplicity of retrieval and application.
n Invest heavily in content maintenance.
n Anticipate and initiate change.
n Build the culture in advance.
n Maximize the use of the firm’s knowledge resources. Do not leave

it to the “techies”, knowledge workers, specialists and external
advisors.

Conclusion

n Knowledge management has come a long way since the early days,
only a couple of years ago. It has, in the best cases, shown itself to
be capable of delivering massive present benefits and offers great
promise for future commercial and competitive advantage.

n In common with most new ideas it attracts those who seek short-
term profits from every fad, fallacy, fake and fairground bunco
fraud that emerges.

Stop wasting the training budget! 211