Working with customers all day long, in both a customer experience capacity and policy enforcer, you are bound to many legally approved documents and policies/processes. But what happens when everything is displaced in different applications, share drives, emails, etc? Depending on the document (and when it was created/updated) it could be in a number of locations, some of which are outdated or incorrect. When your Knowledge Management system is less than accurate or the most up-to-date information is buried in emails, you spend more time than needed finding that “document” or piece of information. And are you looking at the right document?? One of the pain points in our Business Unit is finding the best ways of working when it comes to Knowledge Management. There could be different people responsible for updating documents, and nobody is ever sure where that is housed. There needs to be a consistent way of storing and efficient way of accessing this data. Sure, there have been a number process improvement initiatives brought to the table and even implemented, but sooner or later they get tabled to handle other priorities. Process Improvements in general seem to go the way side as everyone’s day to day tasks take precedent.
But I’m still looking for that document….