{"id":4765,"date":"2025-08-08T09:00:00","date_gmt":"2025-08-08T06:00:00","guid":{"rendered":"https:\/\/track.com.tr\/?p=4765"},"modified":"2025-06-23T16:51:14","modified_gmt":"2025-06-23T13:51:14","slug":"bilgi-yonetiminin-basarisiz-olmasinin-3-nedeni","status":"publish","type":"post","link":"https:\/\/track.com.tr\/en\/bilgi-yonetiminin-basarisiz-olmasinin-3-nedeni\/","title":{"rendered":"3 REASONS WHY KNOWLEDGE MANAGEMENT FAILS"},"content":{"rendered":"\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e88c70b0d2095b62c3667566deac39df\">Philosophers have been thinking about knowledge for millennia.\u00a0<em>Epistemology<\/em>\u2014the theory of knowledge\u2014goes back at least\u00a0two\u00a0centuries. Organizations have been thinking about and talking about knowledge management for\u00a0two\u00a0decades.\u00a0Most organizations know they should\u00a0be\u00a0making\u00a0better use of knowledge.\u00a0<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-4b1e3bcfbabec065e19927f781afe411\"><strong><strong>Knowledge Fuels Productivity\u00a0<\/strong><\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-4b835224ce5c49a8e8a6534e8174dc32\">People&nbsp;have an inherent&nbsp;understanding&nbsp;that knowledge is valuable&nbsp;to an organization;&nbsp;knowledge is&nbsp;the&nbsp;foundation of competency\u2014and&nbsp;competency is&nbsp;necessary to&nbsp;get things&nbsp;done.&nbsp;To perform a task and achieve an outcome, an employee must know how to do it.&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-59459de3ff102453d77e5148e8a92715\">When organizations are recruiting, they\u2019re looking for people who come pre-loaded with the right competencies\u2014which&nbsp;is why they look for university degrees, industry certifications, and&nbsp;past&nbsp;experience&nbsp;of&nbsp;similar&nbsp;roles.&nbsp;Knowledge means competence. Competence means productivity.&nbsp;Productivity means profitability.&nbsp;However, there is no such thing as a \u201cperfect employee\u201d; one who knows everything they will ever need to know to get the job done.&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ab0d82abf698f32222cf1f9a44737404\">In&nbsp;functional&nbsp;teams&nbsp;where there are many people doing similar kinds of work\u2014like the&nbsp;<a href=\"https:\/\/www.axiossystems.com\/service-desk-software\">service desk<\/a>\u2014there is a compelling argument for&nbsp;passing on the lessons learned by one agent on to&nbsp;the&nbsp;other agents. By sharing&nbsp;knowledge&nbsp;they can all spend less time re-discovering&nbsp;the know-how&nbsp;and more time on providing&nbsp;great IT customer service.&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-a148a94353d747a157147370dc2807cd\"><a href=\"https:\/\/www.axiossystems.com\/it-knowledge-management-solutions\">Knowledge&nbsp;Management<\/a>\u2014the process of capturing,&nbsp;curating, and sharing knowledge\u2014is all about scaling up the&nbsp;use of&nbsp;what your team already knows\u2014and has just found out\u2014to reduce waste and improve productivity.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-2c45516a188d9d05547cb244d424386b\">Organizations should implement \u201coutside-in\u201d design principles with the user experience in mind leveraging contextual placement in the user journey. Giving the right knowledge to the right users at the right time drives success.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-4684ef2e603b3f62961ef85dace4d883\">Increasing information consistency and ease-of-access by consolidating customer-facing and agent-facing knowledge bases helps reduce knowledge management programs overheads<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ec5b042988a58cb878f01016c983964b\">Using knowledge management solutions that include search engine optimization capabilities and conversational artificial intelligence (AI) for new types of \u201cconversational\u201d engagement through&nbsp;<a href=\"https:\/\/www.axiossystems.com\/service-desk-virtual-agent-chatbot\" target=\"_blank\" rel=\"noreferrer noopener\">Virtual Service Agents<\/a>&nbsp;\/ ChatBots further enhances the gains as well.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-71a1213231a6f5573da7126b66c0faa6\"><strong><strong>Reasons Knowledge Management Programs\u00a0Fail<\/strong><\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-4f013d7723079cf9b5fb6a5803b5a4f5\">A knowledge management program is one of many ways in which a service desk can dramatically improve performance, but in many cases these programs fail. Why?\u00a0<\/p>\n\n\n\n<h6 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-148abc1afa88295802a03a3a6dbfa540\"><strong>Reason 1: Excessive Focus on \u201cFilling the Knowledge Base\u201d\u00a0<\/strong><\/h6>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-c04eb9a53ea27b0467a00dbf608d3271\">There are four key components to an effective and sustainable knowledge management program:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-bc7de86e9c38b182e77e765911eeb540\">Collection \u2013 Capturing knowledge in a knowledge base so that it can be referenced by the whole team\/group\/organization.\u00a0<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-46b855ad875e3dc9f6c020e678d75253\">Connection\u00a0\u2013 Most knowledge\u00a0resides\u00a0in people.\u00a0No matter how\u00a0much time and effort you spend populating a knowledge database,\u00a0the scope\u00a0of your Knowledge Management Database (<a href=\"https:\/\/www.axiossystems.com\/it-knowledge-management-solutions\">KMDB<\/a>)\u00a0will never get even close to the collective wisdom of your team, which is why it is necessary to enable collaboration\u00a0so that people can pull knowledge from subject matter experts.\u00a0<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-c9ddeeb413dc9d5ae0617212e0879b78\">Curation \u2013 Ensuring the accuracy and usability of knowledge artefacts. Incorrect information can be useless or\u00a0even dangerous.\u00a0<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-8fc9b90ddb49160133ec9ea2103448fd\">Search \u2013 Knowledge artefacts serve no purpose and have no value if nobody can find them when they need them.\u00a0Knowledge artefacts should be optimized for searchability and users need an effective search engine with which to find what they need\u2014fast.\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-c7fc06bc320963ed87771956104ebda6\">Many organizations&nbsp;take a quantity\u2013over\u2013quality approach and&nbsp;simply start&nbsp;by&nbsp;stuffing the knowledge base with&nbsp;low-quality content&nbsp;which helps nobody.&nbsp;This most commonly happens when IT staff are measured on\u2014and maybe even financially rewarded for\u2014knowledge capture.&nbsp;When people are evaluated on the number of knowledge artefacts they are creating, people will game the system by creating large numbers of low-quality records.&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ff2614661e9b3ed81776e1f1869149da\">To counter this, you will need some sort of mechanism to grade the quality of knowledge artefacts. For example, a \u201cThis solved my issue\u201d button or five-star rating system&nbsp;which knowledge&nbsp;<em>consumers<\/em>&nbsp;can use to provide feedback on quality.<\/p>\n\n\n\n<h6 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-233450fb89813a1a664c6a324e084050\"><strong>Reason 2:&nbsp;Under-Resourcing Your KM Program&nbsp;<\/strong><\/h6>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-fc71b6e9a3ac4c42526eca8a0eefaa97\">Getting the four key components right\u2014collection, connection, curation, and search\u2014is not easy. Organizations often&nbsp;fail to appreciate&nbsp;the effort that is required to&nbsp;build and sustain an effective knowledge management program which&nbsp;achieves the intended&nbsp;transformational value.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ff7f315c60068a2ac836545c3306c4b7\">Firstly, building and sustaining a KM program requires organizational change management (OCM).&nbsp;Anything which requires OCM needs authority behind it. Without&nbsp;<a href=\"https:\/\/blog.ifs.com\/2023\/06\/executive-buy-in-for-it-investment\/\">executive buy-in<\/a>&nbsp;and committed support&nbsp;(e.g. visible involvement, not simply&nbsp;support in name only), KM programs&nbsp;fail. Few organizations have the broad grass-roots enthusiasm it takes to build and sustain&nbsp;a&nbsp;bottom-up KM&nbsp;program&nbsp;without&nbsp;at least some top-down direction and coordination.&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-2611cca485ba1fbf319e79674fa0e8db\">Secondly, \u201corphaned\u201d functions never last. If nobody takes ownership and responsibility for a thing, it will die on the vine.&nbsp;Somebody must&nbsp;be responsible for&nbsp;the overall KM program.&nbsp;In smaller organizations, one person may look after all aspects of the program.&nbsp;In&nbsp;very&nbsp;large&nbsp;organizations&nbsp;you may need&nbsp;a&nbsp;team to look after the&nbsp;various aspects&nbsp;of collection, curation, collaboration,&nbsp;search optimization, and the tools which support these.&nbsp;<\/p>\n\n\n\n<h6 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-2b5ec1177b45735db9b8686bc38a9f3f\"><strong>Reason 3:&nbsp;Forgetting About Continuous Improvement&nbsp;<\/strong><\/h6>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-7d14d1f7846607994ab898babaf45e3e\">Ideally, your&nbsp;<a href=\"https:\/\/www.axiossystems.com\/it-knowledge-management-solutions\" target=\"_blank\" rel=\"noreferrer noopener\">knowledge management<\/a>&nbsp;program should start small,&nbsp;focusing on capturing and sharing the knowledge that is most valuable.&nbsp;Look at your top 10 or 20 repeat incidents and requests&nbsp;and&nbsp;capture&nbsp;the&nbsp;knowledge&nbsp;that is&nbsp;needed&nbsp;to resolve them. This may be for&nbsp;<a href=\"https:\/\/www.axiossystems.com\/it-self-service-portal\" target=\"_blank\" rel=\"noreferrer noopener\">end user self service<\/a>&nbsp;as FAQs or for IT Support Staff. When you&nbsp;streamline&nbsp;the&nbsp;resolution of&nbsp;your most frequent incidents &amp; requests,&nbsp;you\u2019ll&nbsp;quickly&nbsp;notice the difference.&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-687d03c58fd890a0bef5c005209819f7\">This&nbsp;means&nbsp;being pro-active to begin with:&nbsp;going out to find who has this&nbsp;<em>how-to<\/em>&nbsp;knowledge, capturing it,&nbsp;curating it, and publishing it somewhere that it can be found by the people who need it.&nbsp;These knowledge candidates may become&nbsp;<a href=\"https:\/\/blog.ifs.com\/blog\/what-is-problem-management\">Problem Management<\/a>&nbsp;candidates should there be ways to eradicate the root cause.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-a71e4c475bdb0145e715e0d39398a621\">Start with a simple and lightweight process of capture-curate-publish so that you can keep tight control over what goes into your knowledge base in the&nbsp;initial stages. Later, you will want to&nbsp;open&nbsp;the&nbsp;capture of knowledge and run&nbsp;crowdsourced&nbsp;artefacts through a quality-control checkpoint&nbsp;to ensure they are findable and usable.&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-c4fa8eee4ab68ec162f70a27c4a5ce6f\">Some rudimentary reporting will be required from an early stage: How many artefacts do you have in the KMDB? How many are used per month? What is the average quality rating?&nbsp;How does knowledge use correlate with average call times?&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-8753c414e65c3b68ca5f5268046380ce\">With basic elements of collection, curation, and searchability in place, you will already be seeing some value from your KM program.&nbsp;At this stage, you will want to dig into the performance of your KM program, quantify the effects it is having, and build on what you have already achieved.&nbsp;It may be time to tackle the&nbsp;<em>connection<\/em>&nbsp;aspect so that people can tap into the knowledge that exists in people\u2019s heads.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-8970f33a2906c41c36ff9071bfcbf16a\">However&nbsp;you lay&nbsp;out your knowledge management roadmap, the critical success factor is this: A knowledge management program relies on quality of knowledge.&nbsp;Knowledge quality curation needs to&nbsp;cover four key aspects to ensure high quality knowledge and a&nbsp;high-quality&nbsp;experience for the knowledge consumer:&nbsp;<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-56c38b44bca48525e934e41d7dfbbaab\"><strong>Out of date<\/strong>\u00a0\u2013 Old knowledge often relates to out of date services or software versions. Where possible, include a publication date and details of which versions the knowledge artefact relates to so employees can quickly assess relevance to their issue.\u00a0<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-09a4eb9e40648a651923c01fac08df55\"><strong>Non-existent<\/strong>\u00a0\u2013 Users can\u2019t find the knowledge they need because it doesn\u2019t exist in the knowledge base.\u00a0Knowledge management often\u00a0has to\u00a0play catch-up when new applications or services are brought online.\u00a0To get around this, the Knowledge Management function should be integrated into the release process to ensure appropriate information is\u00a0created (or updated)\u00a0in the KMDB\u2014right from the launch of the service.\u00a0<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-6b12b64971f95761818ecd25c330e73c\"><strong>Hard to find<\/strong>\u00a0\u2013 When time has been spent creating information and it can\u2019t be found then this is another frequent type of failure: it can\u2019t be found because either the search function is poor, or the content hasn\u2019t been optimized for searchability (it doesn\u2019t contain the keywords that people are looking for).\u00a0In this case,\u00a0the work\u00a0has been put in\u00a0to create the knowledge artefact, but the value doesn\u2019t materialize\u00a0because if it can\u2019t be found it can\u2019t be used.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-78b8b7fe3a30fdc1c1d67a0af859e0ec\"><strong>Hard to understand<\/strong>\u00a0\u2013 When articles are written in complex technical\u00a0language,\u00a0they are only suitable for technical people. If you want to extend knowledge articles out to your employee base, they must be written in plain language and follow a simple step-by-step format.\u00a0<\/p>\n\n\n\n<p>SOURCE: Kirstie Lingel ( 2022 September 8 )3 Reasons Why Knowledge Management Fails.IFS Blog. <a href=\"https:\/\/blog.ifs.com\/2022\/09\/3-reasons-why-knowledge-management-fails\">https:\/\/blog.ifs.com\/2022\/09\/3-reasons-why-knowledge-management-fails<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Philosophers have been thinking about knowledge for millennia.\u00a0Epistemology\u2014the theory of knowledge\u2014goes back at least\u00a0two\u00a0centuries. Organizations have been thinking about and talking about knowledge management for\u00a0two\u00a0decades.\u00a0Most organizations know they should\u00a0be\u00a0making\u00a0better use of knowledge.\u00a0 Knowledge Fuels Productivity\u00a0 People&nbsp;have an inherent&nbsp;understanding&nbsp;that knowledge is valuable&nbsp;to an organization;&nbsp;knowledge is&nbsp;the&nbsp;foundation of competency\u2014and&nbsp;competency is&nbsp;necessary to&nbsp;get things&nbsp;done.&nbsp;To perform a task and achieve an<\/p>\n","protected":false},"author":1,"featured_media":4763,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[52],"tags":[],"class_list":["post-4765","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/4765","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/comments?post=4765"}],"version-history":[{"count":2,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/4765\/revisions"}],"predecessor-version":[{"id":4767,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/4765\/revisions\/4767"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media\/4763"}],"wp:attachment":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media?parent=4765"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/categories?post=4765"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/tags?post=4765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}