22 Nov 2006

Knowledge Management in Service Organizations

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.

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