Knowledge Management True Corporation KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair Ruangsak Sriwatthanah

Knowledge Management True Corporation Established in 1990 (Telecom Asia) Sector: Telecommunications Products and Services:  Fixed line Operator  Mobile Operator  Internet Service Provider  Content Provider  Cable TV (UBC) True Corporation, PCL.

Knowledge Management True Corporation “to be a customer-focused total communications solutions provider.” True brand public launch, 1 st April 2004 True vision

Knowledge Management True Corporation  credible  creative caring  caring  courageous truevalues

Knowledge Management True Corporation in Telecom (service sector), the key success is not the technology but “Customer Satisfaction”. Strategy:

Knowledge Management True Corporation Justifications of KM Initiative 1.Customer Satisfaction 2.Complex products/services 3.Key performance indicators of customer services Knowledge Speed Polite Follow-up 4.Approximate 1,500 agents in call center 5.Productivity & Efficiency

Knowledge Management True Corporation KM Initiative Milestone KM Initiative Milestone January 2001KM System for Call Center February 2003KM Implementation project with FTPI May 2003KM Organization set up April 2004KM web phase I Sept 2004Revisit KM and tackle the issues Mar 2005CM web phase II Dec 2005CM web phase III

Knowledge Management True Corporation True KM is aim to be a center of corporate information and establishing true knowledge sharing community.

Knowledge Management True Corporation KM Cycle Processes and Tools Measurements 3 Communication 2 A living community Transition and Behavior Management 1 Learning 45 Recognition and Reward 6 Concept model by Mr. Robert Osterhoff GOAL

Knowledge Management True Corporation Knowledge Web Portal

Knowledge Management True Corporation KM Achievement  The central knowledge center for True Corporation.  KMS consists of thousands of documents, 4-year achieved, containing all the necessary information to handle customer’s enquiries.  1,500+ users currently rely on just-in-time information on KMS.  Average 50,000 page view/day.  The effective communication tool for all call center and retail representatives.

Knowledge Management True Corporation Lesson 1: Transition & Behavior Invest time and effort to understand the corporate culture, identify motivations and ensure change happens where needed. People will resist change. Therefore, getting staff to believe that KM will make their jobs more productive. It requires a change management plan e.g. policy, performance review, KM Committee.

Knowledge Management True Corporation Lesson 2: Communication Clearly explain KM objectives (what, where, when, why) for every level of staff. Miscommunications lead to misunderstanding: Sometimes there is a fear that KM will be used to replace people. Using reminder (signs or messages) will help. Continuous communication is a must.

Knowledge Management True Corporation Lesson 3: Processes & Tools Do not make the process difficult to master - this may discourage staff to participate. KM is not a technology or set of methodologies. Instead, KM is a true practice (involves people, process and technology). An intelligent KM system need user interaction (share and reuse information).

Knowledge Management True Corporation Lesson 4: Training & Learning Train staff correctly how to use KM system is important success factor. Select several staff to learn the system early on, so that their ease of adaptation will influence their peers. Sharing will help staff learn from each other.

Knowledge Management True Corporation Lesson 5: Measurement “What you don't measure, you can't manage.” ROI calculation of KM initiative can help you achieve ongoing executive-level buy-in. Efficiency (Quantity): Average Handle Time, Talk Time, After Call Work Effectiveness (Quality): First Call Resolution, Escalation, Repeat Calls Innovations: Self-Services and Customer Satisfaction

Knowledge Management True Corporation Lesson 6: Recognition & Rewards “Who wants to be the number one contributor?” Encouraging staff to contribute knowledge can foster innovation and team building. Developing a simple reward system. It does not have to be a monetary one. Recognition is appreciate.

Knowledge Management True Corporation can we hear from you ? Q&AQ&A

Knowledge Management True Corporation thank you

Knowledge Management True Corporation being true together