Sports Essay
Abbreviated Knowledge Audit Report
Part I
Target organization, product or service, location, section, and position
Sprint Wireless is a mobile cell phone company that provides wireless solutions to consumers, businesses, and government agencies. They are headquartered out of Overland Park, Kansas and provide service to the United States, Puerto Rico, and Virgin Islands. Sprint operates over 10,000 corporate retail locations through out these regions to assist customers with device and accessory purchases, device repair, and account maintenance. As a manager of one of these Sprint retail locations it is my job to oversee the entire operation of the store and ensure that monthly quotas are obtained. Moreover, customer satisfaction is a high priority and is monitored daily through data metrics. My role as a knowledge synthesizer and knowledge manager is to acquire customer data and record it into organizational memory to be stored and analyzed. (Dalkir, K. 2011, p.410). Ultimately, I will be conducting a knowledge management audit (KM) on how this and all sprint retail locations target and retain their customers through customer relationship management (CRM) and social network analysis (SNA).
Overview
What is a knowledge audit and why it is useful? A knowledge audit is the first step in the knowledge management process. It examines what knowledge currently exists and what is missing within an organization (Liebowitz, J. 2000). This information generates a knowledge inventory or knowledge map of what knowledge is known. It can be used to “identify gaps, duplications, flows” and identifies “owners, users, uses, and key attributes of knowledge assets (Dalkir, K. 2011, p.318).” Once the audit distinguishes what knowledge exists and is missing the KM audit will develop recommendations to management on targeted areas that need to be adjusted or changed. Moreover, a critical component of a KM audit is to collaborate with the knowledge people who will be utilizing
Part I
Target organization, product or service, location, section, and position
Sprint Wireless is a mobile cell phone company that provides wireless solutions to consumers, businesses, and government agencies. They are headquartered out of Overland Park, Kansas and provide service to the United States, Puerto Rico, and Virgin Islands. Sprint operates over 10,000 corporate retail locations through out these regions to assist customers with device and accessory purchases, device repair, and account maintenance. As a manager of one of these Sprint retail locations it is my job to oversee the entire operation of the store and ensure that monthly quotas are obtained. Moreover, customer satisfaction is a high priority and is monitored daily through data metrics. My role as a knowledge synthesizer and knowledge manager is to acquire customer data and record it into organizational memory to be stored and analyzed. (Dalkir, K. 2011, p.410). Ultimately, I will be conducting a knowledge management audit (KM) on how this and all sprint retail locations target and retain their customers through customer relationship management (CRM) and social network analysis (SNA).
Overview
What is a knowledge audit and why it is useful? A knowledge audit is the first step in the knowledge management process. It examines what knowledge currently exists and what is missing within an organization (Liebowitz, J. 2000). This information generates a knowledge inventory or knowledge map of what knowledge is known. It can be used to “identify gaps, duplications, flows” and identifies “owners, users, uses, and key attributes of knowledge assets (Dalkir, K. 2011, p.318).” Once the audit distinguishes what knowledge exists and is missing the KM audit will develop recommendations to management on targeted areas that need to be adjusted or changed. Moreover, a critical component of a KM audit is to collaborate with the knowledge people who will be utilizing
References: Dalkir, K. (2011). Knowledge Management in Theory and Practice, 2nd ed. Cambridge, Massachusetts: MIT Press. Skyrme, D. (2001). Capitalizing on Knowledge: From e-business to k-business. Boston, MA: Butterworth-Heinermann.