Bipin Lekshmanan PMPProject Manager| Wipro TechnologiesEdison, Nj, United States
Other than reusability factor, can someone think about relevant metrics to measure the effectiveness of knowledge management in a group and/or organization? Saving Changes...
Depending on the implementation. Example: in CRM environment:
use metrics:
how many times did we use known-workarounds (knowledge articles or KA) to close incidents vs not using them?
Compare the customer satisfaction related to those calls.
Check and see if those calls have higher, closed on first-call reponse.
Do the calls who use KA close faster (hence you can accept more call volume)
I think you can also meaure it in terms of uptime for new employees. If a new service desk employee can be effective day 1 by using KA vs day 60 learning by listening in and reading call logs/samples, thats a huge productivity gain.
ANR
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Bipin Lekshmanan PMPProject Manager| Wipro TechnologiesEdison, Nj, United States
Excellent answer. thanks. Saving Changes...
Anonymous
if the objective of KM is performance improvement then i would think that metrics for performance improvement will apply. all metrics mentioned by Adrienne fall into that category. Saving Changes...
In an other context, more long term, rating by peer on usefulness by other project Saving Changes...
Thomas WalentaGlobal Project Economy ExpertHackenheim, Germany
You could consider measurements along the value chain of knowledge management.
Re-use is a benefit late in the chain.
If also increased collaboration and just usage as a knowledge pool is a benefits, e.g.
- how many users log into the system and how long do they browse
- how many users look at a particular item (a step before reuse)
- if you use tagging of items, how many are tagging them
- how often do items lead to process improvements Saving Changes...
