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Knowledge Management Strategy and Infrastructure
What good are your organization's knowledge assets if they are not reusable, accessible and actionable?
The average worker touches five to ten systems a day and spends 2.5 hours a day searching for work-related information (Jensen Institute Study). EPSScentral provides organizations with expert knowledge management solutions that bring together process and knowledge in an integrated, performance-centered structure. Organizations no longer need to create and maintain knowledge in disparate Learning Management (LMS), Content Management (CMS), and process tracking systems. Our solutions enable organizations to integrate knowledge/workflow frameworks that serve the enterprise rapidly. They also provide personalized knowledge to help workers solve the business problems at hand quickly.
Examples:
- A consumer electronics company needed to provide current product knowledge to their call center reps and customers. A web-based knowledge/workflow system was deployed to manage the entire process of authoring and publishing content and provide high-end search and categorization capability. Today, subject matter experts publish procedures and thousands of customers connect via the company's web site to search the self-service knowledgebase. The system cuts down the customer support costs needed to serve a growing number of consumers.
- Elan Pharmaceuticals uses a knowledge/workflow platform as a fast start for new sales people to manage education, on-boarding, and certifications. Pharmaceutical representatives use the system to access support and service materials just in time. One of the key advantages has been the ability to mobilize the large, geographically dispersed sales team on new initiatives quickly with little or no training.
- Safeway Restaurant Group needed a way to create new menu options that automatically updated the training and operations manual materials. The company also wanted to help their managers focus on sales, costs, and action planning. Safeway now has one system for learning, operations, recipes, and process improvement.
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