The thirst for knowledge and its management has become my lifelong quest and path to self-discovery. Here you can find details about my work areas, case studies, references, services offered, and vision towards Knowledge Management (KM).
Santhosh Shekar is a KM strategist with years of experience in building and optimizing Knowledge Management systems. Having led KM initiatives across multiple industries, Santhosh has contributed to transforming how organizations leverage knowledge as a key asset.
Title: The Knowledge Manager's Handbook
This book offers practical insights into implementing and managing effective Knowledge Management (KM) frameworks. It covers various strategies, including best practices for KM tools, governance, and enterprise knowledge sharing.
Explore how KM strategies have driven transformation across industries:
Business Issue: Information sharing across manufacturing units in various locations was siloed.
KM Solution: Implemented Plant Portals to streamline knowledge sharing across all locations, leading to higher productivity.
Business Issue: Inconsistent access to information across global sales and marketing teams.
KM Solution: Developed Multifaceted KM Repositories, ensuring real-time, accurate information delivery.
Business Issue: NRI process support was fragmented with long response times.
KM Solution: Developed a dynamic intranet-based knowledge base that reduced average hold times and improved communication.
Business Issue: Information retrieval was spread across numerous websites, increasing call handling times.
KM Solution: Built a central Knowledge Repository that consolidated all information, drastically reducing call times.
Business Issue: Delays in preparing RFPs due to lack of streamlined information sharing between teams.
KM Solution: Implemented a KM system capturing reusable RFP components, reducing the time spent on preparation.
Business Issue: Chat support faced quality and speed issues due to manual responses.
KM Solution: Created a "canned information system" for chat services, improving response quality and speed.
Business Issue: Complex information management across multiple websites increased Average Handling Time (AHT).
KM Solution: Consolidated knowledge into a single repository, improving access and reducing AHT significantly.
Business Issue: Marketing team faced long delays in gathering relevant information for RFP submissions.
KM Solution: Developed a KM system that captured reusable sections from previous RFPs, increasing speed and efficiency.