5 Approaches for Global Business Services to Tap Communication Knowledge Management

Global Business Services (GBS) organizations have been transforming their operations for some time now, investing in technology, talent, and processes. However, many are yet to realize the importance of knowledge management (KM) in driving sustainable growth and innovation, especially when it comes to communication within.

When you step back and appreciate all that takes place inside an organization, it may dawn on you that there are numerous pieces of communication that take place every single minute - conversations, interactions, dialogue and not to forget, rumors! GBS organizations that focus on KM, especially safeguarding and harnessing it are able to sustain their competitive advantage in the long term.

For example, one of the major challenges facing GBS organizations today is the loss of tacit knowledge. Tacit knowledge is the kind of knowledge that is difficult to transfer or codify, including skills, experiences, insights, and intuition. Knowledge that resides on corporate portals, Sharepoints and other resources are just one part of the puzzle. It is the engagement and conversations that take place offline and online on enterprise social networks which organizations fail to fully tap into.

With the increasing use of automation and AI, GBS organizations are losing out on the critical value that can only come from human expertise. There is always churn in the industry and people move on. Failure to retain tacit knowledge can lead to costly mistakes, stalled innovation, and ultimately, loss of competitive advantage.

What can GBS organizations do to create a culture of communication knowledge management?

1. To begin, a culture of knowledge sharing is vital for GBS organizations to retain tacit knowledge. Instead of hoarding knowledge, employees should be encouraged to share their expertise with others. This creates an environment where employees feel valued and fosters a sense of collaboration and team spirit. A culture where tacit knowledge is stored and harnessed can enhance the quality of decision-making and spur innovation.
2. Retaining knowledge requires training. GBS organizations must train employees to identify, capture, and share knowledge. They must also equip employees with the necessary tools and technology to facilitate knowledge sharing. When employees know how to access knowledge and who the experts are, they can make informed decisions quickly and efficiently.
3. A continuous improvement mindset is also crucial for KM. GBS organizations must encourage a culture of learning and experimentation, where employees are encouraged to try new things and learn from their failures. By continuously improving their processes, GBS organizations can ensure that they stay ahead of the competition.
4. Effective teaming is another important factor in KM. High-performance teams must be formed to tackle complex challenges and drive innovation. GBS organizations must also ensure that team members are diverse in terms of expertise, background, and experience to facilitate cross-functional collaboration.
5. Finally, GBS organizations must define and measure success metrics and KPIs for communication KM. This enables them to track progress and identify areas that require improvement. Success metrics could include the number of ideas generated, the number of innovations implemented, and the time taken to access critical information.

GBS organizations cannot afford to ignore knowledge management gained from the communication assets and conversations within. The loss of tacit knowledge can have serious consequences for the business. By fostering a culture of knowledge sharing, providing training, encouraging a continuous improvement mindset, promoting effective teaming, and defining success metrics, GBS organizations can retain communication knowledge management and drive sustainable growth and innovation.