Innovation in Knowledge Management

Offered to All TSIA Members

Presented to a company who has embraced innovation to improve the people, process, and technology of employee-facing and/or customer-facing knowledge sharing, ideally exhibiting elements from the Strategic Phase in TSIA’s Knowledge Management Maturity Model.

Overview: What You Did

Provide an overview of your innovation at a high level. Details* can include, but are not limited to, any or all of the following:

  • Limitations of previous knowledge management programs which lead to introducing innovation
  • For people, detail innovative elements to training, mentoring, incentive programs or performance goals
  • For process, what determined old processes weren’t working, how were new innovative processes conceived and implemented
  • For technology innovations, details on the tools and selection process, how incorporated into employee or customer-facing systems, launch plans, and ROI realized
  • Device independent knowledge/content access, such as mobile apps for employees or customers
  • Use of analytics such as usage analysis, relevancy analysis, content gap analysis
  • Roadblocks or challenges faced, and how you overcame them
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How Innovative Knowledge Management Has Helped Your Company

Describe how innovations to your knowledge management program have impacted business outcomes for your company. Provide supporting evidence, such as:

  • Customer loyalty or repurchase metrics
  • Impact on employee productivity
  • Impact on project success
  • Improvements to operating cost or project margins
  • Cost savings from self-service adoption, i.e., deflection

Customer Impact: How Innovative Knowledge Management Has Helped Your Customers

Detail how innovations to your knowledge management program have positively impacted your customers. Provide supporting evidence, such as:

  • Improved customer service levels or project performance
  • Improvements to customer satisfaction scores (CSAT) or customer effort scores (CES)
  • Metrics related to customer adoption of self-service options
  • Satisfaction scores for self-service; metrics for self-service success
  • Impact on your customers’ businesses and/or on their customers (if applicable)
  • Customer testimonials

Judging Criteria

Your application will be judged on the following criteria:

  • The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
  • Business Impact: How has this helped your company?
  • Customer Impact: How has this helped your customers?
  • The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
  • The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?

* These are suggestions only, provided to give an idea as to the appropriate type and level of detail. This is not a comprehensive list nor intended to limit your response in any way.