Knowledge Management

BANK

LEADERSHIP DEVELOPMENT

PROGRAMME 2005

MODULE: Information / Knowledge Management

and e-Business

Presented By: Ann Cameron

IT Support Services

Helpdesk System and Fault Logging Procedure

TABLE OF CONTENTS

1. Introduction.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 3

2. Overview ..... .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 4

3. Bank's Helpdesk System and IT Fault Logging Procedure. .. .. .. .. .. .. .. .. . .. 5

4. Implementation of an Improved Helpdesk System and Fault Logging Procedure. .. . .. .. 8

5. Benefits of an Improved Helpdesk System and Fault Logging Procedure .. .. .. .. .. .. .. .. 9

6. Conclusion.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 10

7. List of References . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. ... .. .. .. .. .. .. .. .. ..11

1. Introduction

We all agree that Information and Communication Technologies (ICT) constitute the basis of the new economy in which the old assumptions of wealth and poverty, strength and weakness, have been turned upside down. ICT is a bundle of technologies that enable people to access information and transfer it to other people, from versatile tools for transforming economies in leaps and bounds. ICT provides avenues for innovation and creativity which results in the development of intellectual property, the most valuable asset in today's economy. These benefits accrue only to those who take these tools, master them and use them to create different or better goods and services.

We must use ICT tools to create processes and applications, which both expand our intellectual scope and improve our quality of life, while enhancing our productivity and earning power. Technology has profoundly altered banking. The employment of software and other technology experts in the financial services sector can have a decisive influence on whether a bank has a competitive edge over its peers, it is therefore critical to have competent, skilled knowledgeable staff.

Every company is a living organism, especially during its early, formative stages. During this time, the company's founders, investors and employees breathe life into the business with every passing day. Each activity a company undertakes is a critical one, setting the business on a path for growth and stability. Good strategic marketing begins with understanding what the company is really good at and staying focused on developing and selling that message to a real target audience.

In the business world Customer Relationship Management (CRM) and Knowledge Management is the new buzzword of today. Many banks are starting to look at the potential gain that CRM systems bring to their business and others are at the frontier of CRM implementation. Quality and service is important if we want to grow our business. If we want to keep a customer for life, then we need to keep our promises.

The implementation of a CRM system will unify and consolidate the business as a whole and encourage the individuals to embrace the change in workflow and process that enforces the modern Customer-First corporation policy and culture. The concept of CRM is the sharing of firm wide information. Employees will no longer need to keep their little book of tricks of the trades with certain clients, but can share it with other colleagues in the group or other divisions / departments to promote cross selling. This will mean more cooperation in team working.

One of the challenges that all leaders and managers have is the task of bringing people together to function as a team. In today's competitive environment, managers need to decide what will enable their work group to provide the highest level of quality, customer service or task accomplishment. Although there are rare exceptions, in most situations, the ability to respond to quality and customer service is much stronger when people operate as a team.

2. Overview

What is knowledge management? It is the capture, retention, and reuse of the foundation for imparting an understanding of how all these pieces fit together and how to convey them meaningfully to some other person. The value of Knowledge Management relates directly to the effectiveness with which the managed knowledge enables the members of the organisation to deal with today's situations and effectively envision and create their future.

Without on-demand access to managed knowledge, every situation is addressed based on what the individual or group brings to the situation with them. With on-demand access to managed knowledge, every situation is addressed with the sum total of everything anyone in the organisation has ever learned about a situation of a similar nature. Which approach would you perceive would make a more effective organisation?

In practice, knowledge management often encompasses identifying and mapping intellectual assets within the organisation, generating new knowledge for competitive advantage within the organisation, making vast amounts of corporate information accessible, sharing of best practices, and technology that enables all of the above -- including groupware and intranets.

Why do we need knowledge management? In brief, knowledge and information have become the medium in which business problems occur. As a result, managing knowledge represents the primary opportunity for achieving substantial savings, significant improvements in human performance, and competitive advantage.

* Marketplaces are increasingly competitive and the rate of innovation is rising.

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