|
Why Develop Life?
Develop Life people were early E-Learning pioneers and, over
the last decade, have have developed solutions that link personal
learning with practical, "one-click" information retrieval
that have proved savings of up to 80% training time whilst delivering
advisors to the operation confident and fully capable. (More)
Our Knowledge Solution uses your business processes, product
and service documentation and creates easy-to-use, multimedia
working procedures, accessed through your current Knowledge system
or through our own bespoke "One Click" system. We then
intregrate this into your training programmes so that you train
people to use the system, rather than waste time drilling them
in the information. In this way, Knowledge Management sits in
the centre of your business and feeds training, online support
and process improvement.
Develop Life truly have a solution that will take your business
on the "Knowledge Journey".
The Develop Life Difference
We offer:
- Consultancy and advice on developing your training and Knowledge
Management strategy
- The best Knowledge Management approach
- Impartial advice on systems, or we build it from scratch
- Training on best practice authoring
- Integration into your learning and development programmes
Incidentally, the "Big Boy" Knowledge Management vendors
sell their products for hundreds of thousands up to several million
dollars. Whereas these systems are (arguably) very robust and
feature-rich, it is our view than many organisations don't need
to spend these amounts to deliver knowledge through their organisation.
There are many very reliable and popular Open Source products
available, and we can advise on which ones might work for you.
The advantage of these, of course, is a huge saving in set-up
costs, and concerns around support are easily overcome when you
join the relevant Support Communities.
Case Studies
1
- Major UK Distribution companySituation
- Inconsistent
procedures
- Fragmented
Culture
- No cross-department
knowledge
Solution
new approach
- Service Level/Process
Forum
- Cross-function
Process Team
- Open Source
KM System
- Departmental
SME/Knowledge Champions
Results
- Creation of
a Learning Loop
- Smarter, more
efficient delivery
- Lower AHT
and fewer transfers
- Better Customer
Satisfaction
- Better Advisor
Satisfaction
|
2.
Leading Internet Travel Booking AgencySituation
- Had retired
BPO partner and lost their own business processes
- Requirement
to multi-skill advisors in UK
Solution
- Installed
Open Source CMS/KM system
- Created content
in scripted format (conditional upon last action)
- Screen Capture
tools for Videos and Procedure documentation
Results
- Reduction
is cross-training time from 4-5 days to 3 hours
- Agent confidence
improved immediately
- AHT reduced
- CSAT improved
|
|