Knowledge management

1. Paurush Yadav
B-21
15020441324

2. Content &
Knowledge
Collect
Classify
Organize
/ Store
Share/
Dissemin
ate
Use/Expl
oit
Create
Identify
Human &
Culture
Organization
&
Management
Infrastructure
Technology
VALUE

3. 1
• Background study to the BPOs
2
• KM Overview & Models
3
• KM Strategy & Evaluation
KM Management in a BPO

4. Convergys emerged in 1998 as a prior framework for
the development and delivery of various sectors.
Customer Management, Information Management,
Outsourcing, Consulting and Professional Services are
our specialized spheres of services offered. We deliver
complete client specific solutions with an extensive
range of services such as
1.PC Security
2.PC Servicing and customization
3.Network Support
4.Hardware Peripheral Support
Background Study of in Technology

5. KM Overview
Vendors &
internet
journals
Knowledge
manager
Knowledge Repository
Authors Experts
Communities
User
Practical
training

6. Organizational Factors
•Top management Strategy
•Org. Culture
•Technology Infrastructure
KM Initiative Factors
•Process measurement
•Incentives
•Training and Education
-Compulsory for all its
employees to participate
actively in its KM program
-Innovations are
encouraged
-Viewed KM as a cultural
transformation
-Employees performance
linked to KM
-Recognition of successful
KM efforts (Launched a
formal rewards and
recognition system for KM)
-Organizing seminars on KM
KM Strategy and Evaluation

7.  Spreadsheets-Comprising database of all sales
agents, number of sales, call to sale, customer
information, repeat customer data and type of
product sold
 Website
 Customer recording for information storage
 Remote login sessions of overseas customers-
Recordings

8.  The customer calls in. The call recording immediately starts by
default.
 According to the requirement of the customer either only
telephonic support is provided, i.e. verbally the customer is told
what has to be done, or the agent takes over the customers PC
via remote desktop.
 Once the remote control is activated, the agent takes over the
servicing of the PC, giving the customer luxury of not having to
attend to their PC.
 Payment is done via 3rd party merchant and received via
Visa/Master/American Express/Diners Club.
 Other than the payment transaction, even the remote desktop
connection is recorded for security and training purposes.
 Once the call is cut the customer data is filled for the future use
and reference in the CRM (Customer Relationship Management)
database.