TSIA’s 6th annual knowledge management survey is complete, tracking information regarding:
TSIA has found over the years that the single biggest determinant of knowledge management success is having a culture that encourages and rewards knowledge sharing. Unfortunately, the average culture score dropped significantly this year, indicating executives are not taking the lead in encouraging and rewarding knowledge sharing and collaboration.
This paper highlights this information, as well as sharing six ways to dramatically improve self-service using survey data to illustrate pacesetter practices. Companies must continue to invest in the people, process, and technology of knowledge management, and replicate successful programs across the enterprise.
Distinguished Vice President, Service Technology Research, TSIA
Publish Date: October 15, 2018
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Peg Rodarmel, SVP, Subscription Services, Infor
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