Daily tasks & KM

Here is my take on this - feel free to add in yours or comment if I have missed something or added too much of something or rather  : 

KM Definition : 
Knowledge management is a discipline of enabling individuals, teams and entire organizations to collectively and systematically create, share and apply knowledge to better achieve the business objectives

Explanation: 
My job relates to handling Software Product related Tickets. In this task , there are interrelated teams working on one single product and nowadays due to the many integrations that happen - we even work across products and this has become common. 

In order to best explain this , lets look at who is the buyer , seller and the broker in this scenario.•

Where Buyers (those who want information) ask the Sellers (the SMEs with a good reputation or those who have the information) via the Brokers (the connector for those who have the need for knowledge)

Assuming that the particular problem ticket is one that has been solved before by an SME (Subject Matter Expert) and she has recorded her tacit experience (which comes from intuition and experience) into a Knowledge Note , ie has been entered into my company's local Knowledge Database and has been verified and published for other engineers use. 

The individual who learns the knowledge first will be the SME and she will be the seller in this scenario. The person who is using this Knowledge Note is the current engineer assigned to the ticket who is the Buyer. The Broker will be the gatekeepers ie those that are handling the Knowledge Note Database and the managers who decide to maintain them or upgrade them. In the end customers will be able to troubleshoot the problem themselves if they are able to find this Knowledge Note in the internet or once they have been educated and are able to be confident enough (Explicit to Tacit of the SECI model - the internalization part has occurred for the customer) . 

The overall benefit to the Business Objectives will be the following and many more: 

i) Engineers spend less time troubleshooting issues (less overhead to the company) , more savings

ii) Speed of Response to the customer will be increased and this will mean better customer satisfaction. In turn that means repeat business to the company

iii) When customers are able to do "SELF-ASSIST" means a major business objective has been met , ie less costs for the company.

To summarize : 

In this scenario , engineers ,customers and my company as a whole has become a learning organisation. Scenario shows engineers have been enabled to perform troubleshooting and systematically create, share and apply their learnt troubleshooting knowledge via the KM application available in my company and this has led to meeting business objectives better.