HELP DESK AT THE KNOWLEDGE AGE New methodology improving performance…
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Beatriz Dehtear KM presents an innovative Knowledge Management approach to improve organizational performance. They offer Knowledge Management projects, in-company training, and products. Their methodology integrates Help Desk and Knowledge Management processes to create a differentiated service. This partnership results in a continuously updated Knowledge Base and other benefits like team development, self-service, quality, productivity and more. Beatriz Benezra, the manager, explains their methodology works by integrating Help Desk processes with Knowledge Management processes.
HELP DESK AT THE KNOWLEDGE AGE New methodology improving performance…
- 1. CONTACT US: www.dehtearKM.com beatriz@dehtearKM.com HELP DESK AT THE KNOWLEDGE AGE New methodology improving performance…
- 2. BEATRIZ DEHTEAR KM presents to its clients an innovative approach to implement Knowledge Management. Our goal is to put in practice efficient organizational mechanisms to create, implement, disseminate, store and protect one of the most valuable organizational assets: knowledge. CONTATO: www.dehtearKM.com beatriz@dehtearKM.com Who are we?
- 3. We offer three approaches: 1. Knowledge Management Projects Based onalreadyestablished managementmethodologies,we developed ourOWN METHODOLOGYto implement organizationalKnowledge Management.This approach exploits theorganizationwith thenecessary flexibility tofacechanges,establish the continuousimprovement process and disseminate knowledge managementpractices. 2. In Company training Accordingto specific needs ofeachorganization,we developed incompanytrainings aimedto generate organizationalskills. Acomplementary advisory ensure the applicationofacquired knowledge,giving aneffective andquickreturn to theorganization. 3. Knowledge Management Products Based onthepremise thatknowledge is thenew productionfactoratorganizations,we developed a lineofproducts thatmeet specific needs related toquality,productivity, continuousimprovement,development of competitiveadvantages,innovation,people development andimplementationof organizational strategy.
- 4. “Knowledge is a high value organizational resource. Therefore, it is necessary to manage it. In order to improve productivity and quality, some practices like create and disseminate, apply and store knowledge, became mandatory. Particularly, the Help Desk is characterized as a "knowledge-intensive" organizational activity where knowledge, beyond being an organizational resource for activities execution, is also its product. From this premise, our methodology works integrating Help Desk processes with Knowledge Management processes. This partnership creates a differentiated product where updating the knowledge base is just a consequence of the implementation of the methodology. Additionally, other high value outcomes are obtained: team development, the self-service encouraging, quality, productivity and much more ... " Beatriz Benezra, manager at Beatriz Dehtear KM
- 5. The SERVICE DESK is a highly critical organizational area. The offered services are primordial to ensure business success. Our product allows: Greater adhesion to self-service; Reduce time to resolve tickets; Improve information quality; Reduce operational costs; A consistent and easily accessed Knowledge Base; Assimilate the growing demand without increasing operational costs; …
- 6. # ANSWERS BY SELF- SERVICE KNOWLEDGE MANAGEMENT ACTIVITIES ROUTINE ACTIVITIES TIME TO SOLVE A TICKET CLOSED TICKET TIME TO SOLVE A TICKET CLOSED TICKET THE HELP DESK WORKS LIKE THIS: WOULD YOU LIKE A HELP DESK PERFORMANCE LIKE THIS? # ANSWERS AT LEVEL 1 # ANSWERS BY SELF-SERVICE # ANSWERS AT LEVEL 1 # ANSWERS AT LEVEL 2 # ANSWERS AT LEVEL 3 # ANSWERS AT LEVEL 2 # ANSWERS AT LEVEL 3 ROUTINE ACTIVITIES KNOWLEDGE MANAGEMENT ACTIVITIES
- 7. KNOWLEDGE MANAGEMENT CORPORATION MANAGEMENT KM PRACTICES TICKETS MANAGEMENT TRAINING DEFINE INTEGRATE UPDATES SUPPORT ATUALIZA INTEGRATE HELPS GIVE INFORMATIO TO UPDATE Team Development, Quality, Productivity, Self management; improvement; Internal support reduction; … Risk reduction of assets loss; Continuous improvement; Continuous learning. Use best practices… Autoatendimento INTERACT CORPORATION GOVERNANCE KNOWLEDG E BASE TRAINING SUPPORT OPRTIMEZE OPTIMIZE Client satisfaction; Demand reduction; … Integration; Client satisfaction; CLIENT INTERACT HELP DESK TEAM UPDATE SUPPORT EXECUTE SUPPORT 2° LEVEL INTEGRATE OUTCOMES OUTCOMES OUTCOMES OUTCOMES OUR METHODOLOGY!
- 8. CONTACT US: www.dehtearKM.com beatriz@dehtearKM.com HELP DESK AT THE KNOWLEDGE AGE New methodology improving performance…