A multi-national client in the telecommunications industry approached SPConsulting concerning the processes used to manage knowledge within its organization.
The client's vision was to translate the successful leverage of knowledge into improved efficiencies, superior output and ultimately competitive advantage in its industry. To achieve this, a solid a roadmap would be required for the associated processes providing a clear evolution path towards their goal of becoming a knowledge-driven organization.
Two teams of consultants worked in parallel on this project. One team focused on mapping and documenting the existing processes related to the management of ‘critical’ knowledge. The other team worked in isolation, designing a process architecture based upon industry best practices independent of the existing process setup.
The synergies between these two work products were then analyzed in close collaboration with the client enabling a target process architecture to be created making best use of existing assets, some of which only required minor refinement, complemented by the incremental introduction of new processes to address gaps over time.
Finally a set of policies and incentives was designed to motivate the required performance within the new system of processes and deliver the intended business benefits. As the target process architecture was to be implemented over a number of years in a constantly changing environment it could not be defined as one-time project. Instead, smaller projects were defined and implemented to address sets of requirements as part of the road map for longer-term process evolution.