Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd Logo
Upload

Welcome to Scribd!

  • 149 views

    Case Study Of: Quality in Practice Knowledge Management For Continuous Improvement at Convergys

    Uploaded by

    Atul Chandra
    Convergys developed a CI portal to facilitate knowledge sharing and continuous improvement efforts across the large, global organization. The portal includes a best practices knowledgebase where ideas can be documented, reviewed, and endorsed to become official best practices. It provides access to over 40 improvement tools and training modules to promote learning and develop employees' improvement skills. The portal helps align improvement work with strategic goals and allows lessons learned to be accessed company-wide.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd

    Case Study Of: Quality in Practice Knowledge Management For Continuous Improvement at Convergys

    Uploaded by

    Atul Chandra
    149 views8 pages
    Convergys developed a CI portal to facilitate knowledge sharing and continuous improvement efforts across the large, global organization. The portal includes a best practices knowledgebase where ideas can be documented, reviewed, and endorsed to become official best practices. It provides access to over 40 improvement tools and training modules to promote learning and develop employees' improvement skills. The portal helps align improvement work with strategic goals and allows lessons learned to be accessed company-wide.

    Original Title

    Quality in practice

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PPT, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Convergys developed a CI portal to facilitate knowledge sharing and continuous improvement efforts across the large, global organization. The portal includes a best practices knowledgebase where ideas can be documented, reviewed, and endorsed to become official best practices. It provides access to over 40 improvement tools and training modules to promote learning and develop employees' improvement skills. The portal helps align improvement work with strategic goals and allows lessons learned to be accessed company-wide.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    149 views8 pages

    Case Study Of: Quality in Practice Knowledge Management For Continuous Improvement at Convergys

    Uploaded by

    Atul Chandra
    Convergys developed a CI portal to facilitate knowledge sharing and continuous improvement efforts across the large, global organization. The portal includes a best practices knowledgebase where ideas can be documented, reviewed, and endorsed to become official best practices. It provides access to over 40 improvement tools and training modules to promote learning and develop employees' improvement skills. The portal helps align improvement work with strategic goals and allows lessons learned to be accessed company-wide.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 8

    CASE STUDY OF

    QUALITY IN PRACTICE
    KNOWLEDGE MANAGEMENT FO
    CONTINUOUS IMPROVEMENT AT
    CONVERGYS

    Submitted By:

    1
    INTRODUCTION
     Convergys Corporation is a member of the S & P(Standard &
    Poor) 500 and the Forbes Platinum 400
     The global leader in integrated billing , employee care, and
    customer care services
     It serves top companies in telecommunications, Internet, cable
    and broadband service, technology, financial service in more
    than 40 countries
     It software processes more than 1.5 million individual bills
    each day to support more than 120 million subscribers
     It employs more than 48,000 people in 48 customer contact
    centers, data centers and other offices in the United States,
    Canada, Latin America, Europe, the Middle East, and Asia.

    2
    INTRODUCTION CONT…

     Convergys developed a vision “To establish a high


    performance culture focused on continuously improving the
    value we provide to our clients, shareholders and employees.”
     To deploy continuous improvement (CI) as a key part of the
    company’s culture and achieve this vision, Convergys followed
    a two-step approach.
    1. Establish leadership support and financial relevance.
    2. Support and encourage total participation establish CI as
    part of everyone’s job.

    3
    CI PORTAL
     To accomplish this goal, Convergys created a tool to
    facilitate sharing and accelerating improvement efforts.
    The tool they chose was a Web-based employee intranet
    that was called the CI portal

    4
    HOW DOES CONVERGYS'S CI PORTAL
    HELP TO ALIGN IMPROVEMENT IDEAS
    AND PROJECTS WITH THE FIRMS
    STRATEGIC GOALS?

     The CI Portal provides an infrastructure for companywide


    knowledge management activities.
     Support and encourage total participation establish CI as part
    of everyone’s job.
     All improvement efforts and success stories from throughout
    the organization can be accessed through the CI Portal

    5
    WHAT IS THE SPECIFIC PROCESS USED TO
    TAKE EMPLOYEE’S IDEAS FROM THE
    CONCEPT STAGE TO THE “BEST
    PRACTICE” STAGE?

     Convergys introduced a Best Practices Knowledgebase to


    the CI Portal
     Facilitate the sharing of knowledge across the
    organization
     Potential Best Practices were reviewed and endorsed
    before it can be designated as a best practice
     Proper documentation of potential Best Practices

     The VP is asked to review the practice

     The VP designates the practice as a Best Practice 6


    HOW ARE THE BEST PRACTICES AND TOOLS
    USED TO PROMOTE LEARNING AND
    DEVELOP A KNOWLEDGE-BASED
    ORGANIZATION VIA THE CI PORTAL ?
     CI Portal helped to access resources to facilitate or accelerate
    improvement efforts
     More than 40 specific improvement tools are accessible through the
    CI Portal support their standard improvement methodology, which is
    referred to as The Improvement Process or TIP
     Provides an ongoing source of continual training for employees on
    an as –needed basis and a way to refresh and reinforce continuous
    improvement approaches
     Self – paced training modules have been developed specifically for
    CI and the CI Portal and are available to all employees to augment
    learning and personal development
     CI Tools are documented in the CI Portal in a simple, consistent,
    7
    easy to use format- chart, action plan, activity analysis
    THANK YOU…

    You might also like