Who

The client is a major business unit focused purely on sales and customer service, for one of Australia’s largest organisations.

Why

The client recognised they needed knowledge management that focused on supporting their business process. They needed to understand the impact of poor knowledge management practices on the business and to focus efforts for change where they mattered most. With siloed teams using different knowledge stores and methodologies, the business impact was apparent with poor quality responses to client requests and inability to convert business opportunities into sales and cost-effective delivery.

How

Unique World was engaged to review how well information and knowledge management practices supported the organisation’s end-to-end processes. Unique World met with representatives across the organisation, from sales to customer service and support desk services, reviewing processes at a high level across three business units.

The primary objectives were to:

• Review end-to-end business process to understand the high level processes and knowledge management systems in use
• Understand barriers to effective process management and determine to what extent knowledge management practices could ameliorate the barriers
• Identify key information management problems across the business particularly with respect to the transfer and management of information throughout the end-to-end process
• Deliver a Business Information Architecture that defined what information would be held where

The report determined:

• Which work practices and business areas would be best supported through collaboration tools or were more suited to a structured process-based workflow
• Key information artefacts throughout the process that needed to be managed to deliver effective access and reuse while maintaining a single source of truth

Now

• A solution was recommended by Unique World that supported collaborative work practices built around structured workflows to deliver standardisation
• Following this project, the client commenced a program of work that captured the processes throughout the business
• A process library was created to act as the single source of truth for all business processes and associated documentation. It delivers a means of delivering continuous improvement
• The organisation was able to commence the journey of delivering business specific solutions with a longer term information architecture that frames the desired end state
• The initiative has been judged a success by the client