related case studies

Training in use of a knowledge base Strategic planning

As industries move from hard assets to information, technology and human capital as their main resources, they recognize the value of the knowledge their people, structures and cultures hold. Identifying ways to surface, organize and manage the wealth of knowledge in a corporation, or on a particular issue, can be daunting, especially in a culture of constant change. How can CSI help? Here's an example.

The Challenge:
A highly regarded full-service insurance corporation recast their Training Division as a Performance and Learning Organization, with the mandate to expand beyond lecture-based training to build other kinds of learning and work support vehicles. A starting point for the PALO was to gather experienced, successful agents, managers and consultants to construct a knowledge base to serve as the core for the electronic learning system the Company designed as a preferred method of delivering just-in-time knowledge to the field.

The Solution:
CSI and the client:

	Engaged stakeholders in live sessions to surface and organize all aspects of professional knowledge agents must have, and place relative values on the knowledge elements
	Worked with experienced professionals to review the resulting maps and pattern matches, proposing data development and access structures for field agents to have immediate access to their company's shared knowledge
	Identified the best delivery methods for specific kinds of knowledge, and made recommendations for priority implementation

The Results:
The client's outcomes included:

	A more informed and involved senior level group of agents as resources for knowledge sharing
	A topography of knowledge elements and their interrelationship, for the construction of a comprehensive knowledge base
	A method for tracking implementation of the knowledge base construction, and the development of additional training and coaching to support the company's goals