Knowledge management and knowledgebase development
Why?An international banking group was faced with increased training and documentation costs, matched with a decreasing return on investment. Their training and documentation resources were paper based, costly to maintain, and duplicated information across different departments.
Our client wanted to explore options that could link training to a positive return on investment, with emphasis on increased productivity, employee engagement and sales.
What?After working with the client to review current spend and value of services, Sysdoc developed a knowledge management strategy, which included a recommendation for an online content repository. The repository would provide users with the information, tools and training they needed to do their jobs.
On acceptance of the strategy by the business, Sysdoc designed and built the online knowledge portal. It contains the operational business processes for all key areas of banking, including retail, business banking, wealth management, insurance services, international and treasury.
How?Sysdoc knowledge and information management was used to analyse how people accessed and used information in the bank.
Sysdoc process excellence and intuitive documentation allowed us to methodically document the end-to-end processes and procedures of all areas of the bank.
Sysdoc technical solutions provided the capability to design and implement a knowledge portal with linked and usable information.
ResultsSysdoc is the bank’s insource provider of knowledge management, documentation and training services.
The knowledge portal has become the single source repository for all process, policy, procedure, system step and product information in the bank. With built in features that allow end-users to provide feedback and suggestions for updates, the response has been overwhelmingly positive.