This is not a library sponsored event.
Description of Event
Topic:
Knowledge Management Is Not Optional
First American’s journey to embrace knowledge management in day-to-day service desk operations
Speaker: Peter McGarahan
When I first arrived at First American (FA), we began our Knowledge Management (KM) discussion in terms of who would use knowledge and when we would use knowledge and for what purpose. The bigger question was really how we would use knowledge to better support our customers and how we would know we achieved that goal (success measures).
This necessary but tiring discussion led me to realize that there was some resistance and hesitance to implementing KM. I challenged my leadership team to adopt a perspective where knowledge was not an option but a core part of our team’s job responsibilities, to reconsider their viewpoint that KM was a choice versus a mandatory requirement for continuous improvement and sustainable success.