Use of Knowledge Management Planning Methods for Reducing Service Request Transition Budget Overrun Open Access
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The lack of Knowledge Management (KM) during a transition of a Service Request (SR) statement of work (SOW) responsibility between organizations negatively impacts the on-time response performance to customer service requests, contributing to budget overrun. The utilization of Knowledge Capture Interviews (KCI) and Knowledge Capability Skill Matrices (KCSM) in a transition of a service request between organizations will statistically increase the on-time response performance, statistically decrease the number of disruptive messages per SR, and statistically decrease the number of SR with re-planned messages, and therefore reduce the SR transition budget overrun. The Knowledge Capture Interview (KCI) consists of an open-ended question technique used to capture tacit knowledge, from the original knowledge owners and those with the specific practical (Know-How) knowledge, and convert it to explicit knowledge to store and share with others. The Knowledge Capability Skill Matrix (KCSM) is a matrix displaying the critical skills within each team and is used to assess each employee based on their familiarity and knowledge level of each critical skill. The matrix is used to not only identify a team’s areas of opportunities and skill gaps but also ascertain the appropriate training and learning action plan to improve upon skill gaps. As a result of implementing these two Knowledge Management tools in SR SOW transitions, improvement in the quality and efficiency of SR responses will be observed as a result of the improvement in the number of SR with on-time response performance to customer service requests, the drop in the number of disruptive messages and re-planned messages per SR, leading to a reduction in the budget overrun associated with the transition.