Knowledge management system

Definition

A knowledge management system is a software-based solution designed to collect, store, share, and manage knowledge within an organization. It supports the effective use of knowledge to improve business processes and promote innovation.

Background

The idea of the knowledge management system was born in the 1990s when companies began to recognize the value of knowledge as an important competitive advantage. With the rapid development of information technology, it became possible to manage and analyze large amounts of information, which led to the creation of specialized systems for knowledge management.

Areas of application

Knowledge management systems are used in various areas, including research and development, customer service, human resources, and strategic planning. They enable companies to document best practices, store employee expertise, and share knowledge efficiently.

Benefits

The key benefits of a knowledge management system include:

• Increased efficiency through quick access to relevant knowledge
• Improved collaboration and communication within the organization
• Fostering innovation through access to accumulated knowledge
• Reduce duplication of work and avoid errors
• Support decision-making with well-founded information

Challenges

Implementing a knowledge management system can present some challenges, such as:

• Acceptance by employees: It is important that employees actively use and maintain the system.
• Quality of data: The knowledge collected must be current, accurate and relevant.
• Security: Sensitive information must be protected.

Solutions to these challenges include training and incentives for employees, regular review and updating of data, and robust security measures.

Examples

An example of how to use a knowledge management system is a self-service portal in which employees can access an extensive knowledge database to find solutions to common problems. Another example is a B2B retailer portal that provides customers and partners access to technical specifications, training materials, and support documentation.

Summary

Knowledge management systems are crucial for the efficient administration and use of knowledge within an organization. They offer numerous benefits, such as increased efficiency, better collaboration, and decision support, while facing challenges such as data quality and security.