From the course: Customer Service: Knowledge Management
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Maintaining knowledge quality
From the course: Customer Service: Knowledge Management
Maintaining knowledge quality
- [Presenter] This may come as a surprise but there are no review queues in KCS. I know but it works. Effective knowledge is high quality knowledge, accurate, up-to-date, findable and usable. There are two approaches to produce a quality product of any kind whether knowledge articles or widgets coming off an assembly line. The old school way is to check everything you make for problems. If you find a problem you fix it and then you check the next thing in line. This is how most knowledge programs worked before KCS, they reviewed everything. To take this mindset further, they might also set a reminder to review it again every so often. But modern manufacturing shows us a better way. Modern factories build quality into the assembly process. So problems mostly go away and the need for quality checks mostly go away with them, why don't we do for knowledge, what total quality management did for factories. To build quality…
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