Notes on Emerging Technologies and Applications for Social Media, Innovative Enterprises and Business Excellence
A study of service organizations reveals some interesting benchmarking data for a successful knowledge management:The average cost of Knowledge Management is 8.2% of the support budget, yet varies considerable by the size of the support organization. On average 3.1% of total support staff is dedicated to Knowledge Management activities. Content quotas for support reps are widely used but reported to be ineffective. The average knowledge base contains nearly 50,000 documents, yet more then half of documents are seldom or never used. Deflection is the most common method used to measure the impact of knowledge management initiatives.
Post a Comment