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Gary Wyatt - Senior Group Knowledge Manager at HSBC
Knowledge Cast by Enterprise Knowledge
How Do You Measure KM Outcomes?
The moment you can translate your KM work into happier employees who will stay with the organization longer, that's a real return on investment. How far do you get into to measuring that? Are you able to do that, or is that just a logical leap or argument that you can make? I think as soon as you then open out the knowledge management solution into BAU, it's much more difficult to prove the ongoing value for those secondary benefits like early tenure attrition. You've almost got to go back to continuously improving the content and customer experience.
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