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2018 KMWorld Promise and Reality award finalists: KM Reality Award

This article appears in the issue November/December 2018 [Volume 27, Issue 6]
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KM REALITY AWARD

The KM Reality Award recognizes an organization in which knowledge management is a positive reality, not just rhetoric. The award recipient has demonstrated leadership in the implementation of knowledge management practices and processes, realizing measurable business benefits. To be considered for the Reality Award, the knowledge management program must be in place for at least one year, receive support from senior management, and have defined metrics to evaluate the initiative and its impact on organizational goals.

KM Reality Award Finalists:

American Society of Clinical Oncology (ASCO) —A charitable, educational, and scientific organization, ASCO is focused on conquering cancer through research, education, and promotion of the highest quality patient care. KM, primarily in the form of a robust taxonomy program, was initiated in 2016 to implement vocabulary control, standardize tagging, and improve search on both internal and external discovery as well as for the ASCO library and a conference session recommender application. A vocabulary and auto-classification program, comprising three taxonomies, is being implemented across the organization, including automating workflows as integrated digital document pipelines between various vendors and ASCO systems. The benefits (time and savings) of integrated document workflows have been tangible. Additionally, the response to the meeting session recommender application has been overwhelmingly positive. Further applications for taxonomic tagging are ongoing.

City of Fort Worth —One of the fastest growing cities in the U.S., the City of Fort Worth initiated knowledge practices to move from inefficient paper-based methods of collecting information to electronic solutions. The city also sought to make processes easier, to leverage data in existing systems, and to extend it to where and how the customer needed to participate—providing a single point where all forms could be located through various categorizations, search, and promotional options. The program went live in 2017. The new forms often consolidate multiple prior forms by dynamically hiding or showing sections based upon selections, and are faster to process, as they draw data from existing systems to populate fields and they route electronically. The city is in the process of rolling out its citizen forms portal and looking to extend its capabilities to citizens and those who do business with the City of Fort Worth.

Delta Air Lines —In August 2004, Delta Air Lines, which serves more than 180 million customers each year, launched Deltanet, its intranet providing Delta’s more than 80,000 employees a portal to access news, information, policy, procedures, benefits, and applications. In April 2016, the company relaunched Deltanet to include a newly designed KM experience with responsive design and anytime, anywhere, any device access. The relaunch was necessary to replace outdated technology no longer supported in the marketplace. The new Deltanet platform and associated KM experience is designed to provide users with a consistent, intuitive experience with secure access to company news, culture, events, policies and procedures and applications necessary to perform their work. The system provides the definitive source for Delta’s customer policy and procedures, utilized when interacting with customers, and critical to Delta operations—and receives more than 70,000 page views each week from reservation sales specialists and airport customer service agents. Winner of the 2018 KM Reality Award.

Marriott International —With 6,500 properties worldwide in 127 countries and territories, over the years, Marriott International had developed many repositories of information across departments, teams, and individual employees. The company wanted to create one Knowledge Management Center of Excellence (KM CoE) and a single source of knowledge truth so employees would be able to consistently find concise and accurate answers. Initiated in May 2017, processes have been implemented for standardizing and publishing contact center knowledge across regions. The program has enabled clear identification of top viewed articles, allowing for training opportunities and employee needs, and the ability to see exactly what employees are searching for. Surveys on customer effort showed that rep knowledge improved with the launch, and because everyone utilizes the same content, it is clear from employee feedback when retraining is required. Training has also been enhanced to allow for less classroom time and enable more self-service of knowledge.

 

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