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Knowledge Management Process Overview

A general overview of the Knowledge Management processes and workflows is depicted in the following figure. Workflows are described in detail in Knowledge Management Workflows.


Knowledge Management User Roles

The following table describes the responsibilities of the Knowledge Management roles.

Knowledge Management User Roles

Role

Responsibilities

Knowledge Management Process Owner

  • Accountable for the definition, management, governance and improvement of the KM Process
  • Ensures that the KM process and working practices are effective and efficient
  • Ensures that all stakeholders are sufficiently involved in the KM process
  • Ensures that (business) management is sufficiently informed as to the volume, impact and cost of Knowledge
  • Ensures tight linkage between the KM process and other related processes
Knowledge Manager
  • Implementation and ongoing management of the Knowledge Management process
  • Championing the Knowledge Management process with people at all levels
  • Management of Knowledge Analysts
  • Ensuring process efficiency and consistency
  • Final QA and approval of all Knowledge Submissions
  • Deciding the scope of publishing (external and / or internal)
  • Continual improvement of the Knowledge Library and process
  • Fast tracking urgent 'Hot News' notices through the KM process
  • Reviewing KM reports
  • Identifying, allocating and tracking continual improvement actions and maintenance activities
Knowledge Expert
  • Reviewing and amending Knowledge Submissions
  • Rejecting Knowledge Submissions based on technical content
  • Assisting with reviews of Knowledge Documents for currency and relevance
Knowledge Analyst
  • Administering the KM process
  • Reviewing Knowledge Candidates for basic content, spelling, format, readability, duplication and editing to achieve a consistent quality level
  • Rejecting inappropriate or duplicated Knowledge Submissions
  • Co-ordinating Knowledge Expert reviews and reviewing Knowledge Document feedback and identifying improvements
  • Producing and distributing KM reports
  • Driving periodic reviews of Knowledge and co-ordinating and / or performing improvement actions
  • Retiring Knowledge Documents no longer deemed relevant
Knowledge Contributor
  • Identifying Knowledge Submissions
  • Identifying changes required to existing Knowledge Documents
  • Submitting new or revised Knowledge Submissions
  • Assisting with reviews of Knowledge Documents for currency and relevance
Knowledge User
  • Maintaining awareness of the KM facilities
  • Searching the Knowledge Base for solutions
  • Providing feedback on Knowledge Documents

Note

  • Self-Service will only access the Knowledge Library
  • Operator record search will access Interaction, Incident, Known Error and Knowledge libraries