Knowledge
Management
True Corporation
KM Implementation in True Corp.
1 December 2005, The 2nd National KM Fair
Ruangsak Sriwatthanah
Knowledge
Management
True Corporation
True Corporation, PCL.
Established in 1990 (Telecom Asia)
Sector: Telecommunications
Products and Services:
 Fixed line Operator
 Mobile Operator
 Internet Service Provider
 Content Provider
 Cable TV (UBC)
Knowledge
Management
True Corporation
True vision
“to be a customer-focused total
communications solutions provider.”
True brand public launch, 1st April 2004
Knowledge
Management
True Corporation
 credible
 caring
truevalues
 creative
 courageous
Knowledge
Management
True Corporation
Strategy:
in Telecom (service sector), the key
success is not the technology but
“Customer Satisfaction” .
Knowledge
Management
True Corporation
Justifications of KM Initiative
1. Customer Satisfaction
2. Complex products/services
3. Key performance indicators of customer services
 Knowledge
 Speed
 Polite
 Follow-up
4. Approximate 1,500 agents in call center
5. Productivity & Efficiency
Knowledge
Management
True Corporation
KM Initiative Milestone
January 2001
February 2003
May 2003
April 2004
Sept 2004
Mar 2005
Dec 2005
KM System for Call Center
KM Implementation project with
FTPI
KM Organization set up
KM web phase I
Revisit KM and tackle the issues
CM web phase II
CM web phase III
Knowledge
Management
True Corporation
True KM is aim to be a center of
corporate information and establishing
true knowledge sharing community.
Knowledge
Management
True Corporation
KM Cycle
4
5
6
Learning
Measurements
Recognition
and Reward
GOAL
A living
community
Processes and
Tools
3
Communication
2
Concept model by Mr. Robert Osterhoff
Transition and
Behavior
Management
1
Knowledge
Management
True Corporation
Knowledge Web Portal
Knowledge
Management
True Corporation
KM Achievement

The central knowledge center for True Corporation.

KMS consists of thousands of documents, 4-year
achieved, containing all the necessary information to
handle customer’s enquiries.

1,500+ users currently rely on just-in-time
information on KMS.

Average 50,000 page view/day.

The effective communication tool for all call center
and retail representatives.
Knowledge
Management
True Corporation
Lesson 1: Transition & Behavior
Invest time and effort to understand the
corporate culture, identify motivations and
ensure change happens where needed.
People will resist change. Therefore, getting staff
to believe that KM will make their jobs more
productive.
It requires a change management plan e.g.
policy, performance review, KM Committee.
Knowledge
Management
True Corporation
Lesson 2: Communication
Clearly explain KM objectives (what, where,
when, why) for every level of staff.
Miscommunications lead to misunderstanding:
Sometimes there is a fear that KM will be used to
replace people.
Using reminder (signs or messages) will help.
Continuous communication is a must.
Knowledge
Management
True Corporation
Lesson 3: Processes & Tools
Do not make the process difficult to master - this
may discourage staff to participate.
KM is not a technology or set of methodologies.
Instead, KM is a true practice (involves people,
process and technology).
An intelligent KM system need user interaction
(share and reuse information).
Knowledge
Management
True Corporation
Lesson 4: Training & Learning
Train staff correctly how to use KM system is
important success factor.
Select several staff to learn the system early on,
so that their ease of adaptation will influence their
peers.
Sharing will help staff learn from each other.
Knowledge
Management
True Corporation
Lesson 5: Measurement
“What you don't measure, you can't manage.”
ROI calculation of KM initiative can help you achieve
ongoing executive-level buy-in.
Efficiency (Quantity): Average Handle Time, Talk Time, After Call Work
Effectiveness (Quality): First Call Resolution, Escalation, Repeat Calls
Innovations: Self-Services and Customer Satisfaction
Knowledge
Management
True Corporation
Lesson 6: Recognition & Rewards
“Who wants to be the number one contributor?”
Encouraging staff to contribute knowledge
can foster innovation and team building.
Developing a simple reward system. It does not
have to be a monetary one. Recognition is
appreciate.
Knowledge
Management
True Corporation
can we hear from you ?
Q&A
Knowledge
Management
True Corporation
thank
you
Knowledge
Management
True Corporation
being true together