Application of knowledge management tools : managing knowledge sharing for IT service consulting group using Salesforce.com and Google Docs / Marvin T. See

Year : 2012

Number of Pages : 32 leaves

Adviser : Dr. Serafin D. Talisayon

Executive Summary

The IT Service Consulting Group of IT Data Center, Inc. started in 2008 to provide consulting and implementation services to clients who purchased software systems. The group deploys functional and technical consultants to different customers to customize software specific to the business requirements. The business and implementation basic process and documentation are available and documented however there is a knowledge gap between each functional consultant as project knowledge is limited to each individual consultant. The quality, efficiency, and agility of the group is compromised when a consultant resigns or when new consultants are hired. Tools for knowledge management in the company exist but are not being utilized. The project was conducted to address the need for a knowledge transfer, knowledge collaboration and knowledge retention process while utilizing existing web-based tools such as Google Docs and Salesforce.com. The goal is to be able to capture project knowledge and use Salesforce.com and Google Docs as knowledge building and knowledge retention tools accessible by each member of IT Service Consulting Group. Knowledge Management Assessment Tool (KMAT) developed by the American Productivity & Quality Center and Arthur Andersen in 1995 to help organizations self-assess where their strengths and opportunities lie in managing knowledge was used. Also knowledge gap analysis was conducted to identify what are the needed documents and processes that each functional consultant should know. The results of the knowledge gap analysis and interviews with each functional consultant together with the assessment resulted in a process of making project implementation documents and important project knowledge visibility and collaboration in the design of the web-based tools. Existing business process manuals are shared to the group. Project documentation and high level status are shared through Google Docs, an online document sharing tool, enabling real-time updates. Functional consultants are able to collaborate and share information about specific projects by using Salesforce.com. The combination of these web-based tools keeps the knowledge database up-to-date and accessible to consultants. On top of this, the head of the IT Service Consulting Group supported the implementation and had set a regular review of projects and individual knowledge of each consultant. A web-based tool, Salesforce.com Chatter, is also being used for real-time project updates and collaboration exclusive to project team.