KNOWLEDGE MANAGEMENT TOOLS IN MOBILE
Swati Khemka (B-22)
Udita Vijayvargia (B-24)
Saumyah Singh (B-27)
Nipun Anand (B-53)
Things that look futuristic today
will be part of the everyday life
of the future,
WHAT IS KM ?
Knowledge Management can be described
as the way organizations build, supplement
and organize knowledge and routines
around their activities and within their
cultures, and develop organizational
efficiency by improving the use of employee
WHAT IS DATA, INFORMATION AND
Data - It consists of raw facts
Information - is a collection of facts organized (or
processed) in such a way that they have additional value
Knowledge - is the understanding of rules needed
to interpret information
INFORMATION AND KM TOOLS
An Information & Knowledge Management Tool is a
software tool that supports the user in managing
information and knowledge.
Knowledge Management tool supports the user in
managing knowledge, i.e.; expressing, storing,
sharing, refining and retaining knowledge within an
REQUIREMENTS OF KM TOOLS
Flexibility in use
Flexibility in data sources
Ease to use
KNOWLEDGE MANAGEMENT IN
KM user-centered approach to the implementation of mobile
information systems and found a promising approach in the
interdisciplinary combination of KM and mobile computing to
overcome the shortcomings of both areas. Also termed as
THE RESEARCH FIELD TRIES TO COMBINE
SPECIFIC STRENGTHS OF BOTH AREAS:
1. Extending knowledge management systems by
the anytime, anywhere information access
metaphor and making KM functionality available on
ultra portable devices.
2. Extending mobile computing to a user-centered
discipline that supports the user actively in mobile,
knowledge intensive working environments.
MOBILE KNOWLEDGE MANAGEMENT
We strive for IT support facilitating knowledge
registration, distribution, and usage in spatially distributed
business processes. When work is both knowledge-
intensive and mobile, the acquisition and sharing of the
organizational knowledge becomes challenging. These
challenges pertain to limitations with which mobile
workers are confronted.
ANALYSIS & FINDINGS
The main objective of this project was to study the
research papers and determine the correlation
between knowledge management and Mobile
Networking. To support our paper we have a case
KNOWLEDGE MANAGEMENT CASES IN ASIA/IMPLEMENTATION OF
KNOWLEDGE MANAGEMENT IN TELECOMMUNICATION INDUSTRY
The study object is a Mobile Telecommunication
Organization in China.
• It is one of the leading operators
• Providing wide range of related services
• In order to cope with the rapid expending and
uplifting its services, the company turns to
knowledge management for solution.
The knowledge management project begins with
the customer service department.
Specific goals have been set and satisfactory results
The case study identified the KM tools and strategies
employed and the various implementation stages.
It also looked at the results after implementation of
knowledge management and the logical ways for future
The report ends with a conclusion that knowledge
management sure has its benefits and strengths in the
customer service sector of the telecommunication
THE CASE STUDY ABC:
ABC Company is one of the leading owners and
operators of telecommunications in China
Since they have a huge number of customers, they
decided to enhance the customer services system
Over 80% of the enterprise knowledge and information
have not been standardized and structurally organized
The official files and electronic documents are the
important fortune in the business; some of the
documents, messages and records just exist in the
database but have not been reorganized yet.
Furthermore, the documents in the computer include
different kind of file formats, which is also a main
problem for managing those files at the same time.
The inaccurate and non-structured results
searching by the organization was due to the
mechanical searching engine. It uses a mechanical
calculation in searching which letting the result not
to be convenient.
WHAT WAS ASKED BY THE COMPANY
The telecommunication organization asked for the
KM consultant to help them to build up a knowledge
management system to increase the intelligence of
the organization by building and leveraging
FOCUS ON CUSTOMER SERVICE DEPT
Where the department has 500 staff in 2003,
however, after using the “knowledge repository” to
integrate the information and adopt the customer
service training project to strength their staff‟s
managing skills in 2004. The customer service
department has 2000 staff in 2005.
FINDINGS & ANALYSIS OF THE ABC CASE STUDY
The company strives to improve its customer
services in order to stay in the business and outlast
Since 2002, the company has been implementing
different projects to enhance the customer services.
In 2004, the organization established a business
guide book for customer service staff, unified
information can be provided to customers.
A customer service training centre was also set up
in the same year.
In 2006, the company would like to its services a
step ahead and set out some goals
Speed up new staff training process
Let new staff familiar with the job as soon as
Provide instant access to information index search
Better decision making support
Better and precise information for decision making
Minimize knowledge lost due to staff leaving
Embed knowledge management into workflow
3 PERSPECTIVES OF KM IN ORGANIZATIONS
Through training, monitoring, assessing, etc., the
company has implemented various policies to help
improve the customer services.
The results are satisfactory. There is little resistance
from the customer services staff.
The following areas have been improved:
The front line staff„s ability to solve customer complaint
The sensitive of needs of customer service centre and
The communication among customer service
centre, marketing department and product development
In view of the success, the management also
considers to put forward other changes in the
future, such as
Establish individual customer service staff profile to
track the quality of service
Improve learning environment and tools, e.g. online
learning, learning through games and
competition, to cultivate the self learning motivation
Reduce the test frequency of good performance
Award staff who has good performance in test
Use training to replace test
Benefits in KM implementation like knowledge
sharing allows staff to learn others‟ experience and
E-learning cultivates the self-learning motivation.
The goal is to improve the quality of customer
services by not increasing the pressure of the staff
Monthly test have to be taken by all staff in
Customer Service Department in order to ensure all
staff can meet the quality service standard.
This paper suggests the telecommunication
organization to replace the test by training or
learning through games and competitions which
helps to release the staff‟s pressure.