DDS Technologies Sdn. Bhd. is an up-and-coming information technology services company in Malaysia. In recent years, it has managed to built-up a sizeable client base in and around the South-East Asia region and is looking to
expand its business throughout Asia and beyond. DDS wants to leverage the vast knowledge base gathered over the years and share it with its customer service agents, and even customers, directly.
Consequently, DDS has appointed your team of consultants to assist them in setting up a Knowledge Management System (KMS) that will form a repository for its knowledge base and an interactive resource for its agents and customers.
Tasks
- Provide the choice of 2-3 knowledge management (KM) tools and/or technologies that might be useful in:
a. The knowledge creation and capture phase
b. The knowledge sharing and dissemination phase
c. The acquisition and application phase - For the tools described above, discuss how these tools may be applied at the individual, group, and organizational level, and whether they would require different degrees of standardization, maintenance, or training.
- Discuss how you would attempt to accommodate different user skills levels and expectations that will be using the KMS, in particular the type of tools you would recommend for the baby boomer versus the millennial generation users amongst the agents and customers.
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