Xia Bo: The knowledge management system just mentioned has covered the cognition and systematic introduction of knowledge management. Generally speaking, knowledge management is not just IT. What knowledge does the wheel of knowledge mentioned above manage? How to build a knowledge system? It can be considered from two perspectives, one is structured data, and the other is unstructured documents and processes. But at present, these two kinds of data will be separated and can not be fully integrated in practical application, which is also the subject of research.
Lan: I have a chart here to explain the relationship between knowledge management and information system. Knowledge management is a methodology, so all products of Lanling are based on knowledge management, so there are KOA, KHR, KDI and so on. Therefore, knowledge management permeates all information systems, but the scope and laws of management are different. As can be seen from the figure, we divide management into three levels: strategy level, operation level and method level. Knowledge management is more about management strategic objectives and methods, ideas and empirical methodology. Doing OA with the method of knowledge management is the basis and idea.
Xia Bo: There are many aspects of knowledge management, but the use of OA is more (communication and cooperation). Another kind of knowledge understanding, data mining analysis, combined with documents, is completed.
Manager Lang: Personal understanding, business operation, logic solidification and automatic transfer to the system. I hope knowledge management can do this.
Xia Bo: Lanling is trying to do it.
Manager Lang He Ju: One of the things in the plan is how to expand customer service in customer relationship management. I'd like to hear about the practices in coastal areas.
Coastal Li Bo: The main application of company CRM is sales. It is planned to start the new customer service module at the end of the year. This part is the key of real estate enterprises, and it is highly personalized. It is good that a real estate enterprise can occupy 1% market share, so customer segmentation is the key. The coastal areas will establish data of completed and potential customers, and pay attention to customer research. The system was launched at the end of the year, but individuals disapprove of using it to promote business. First of all, we should take the group as the center to improve the relevant processes, and use it to achieve and optimize.
Director Li of Coastal Real Estate: How to apply knowledge management in private enterprises? In 2002, I was in an enterprise and was also doing KOA. To tell the truth, the whole system is not working well. Just news, emails, announcements, etc. It's all well used. In the first few months of knowledge management, how many articles did the company require employees to send each month? Many people posted it online, but after three months, it was basically gone. All the articles were posted three months ago. How can private enterprises promote knowledge management?
General Manager Lan: This problem is too big. Private enterprises must first solve basic management problems. Private enterprises have different methods to do any management. A cat that can catch mice is a good cat. Also a private enterprise, the boss of Shenzhen Batian thinks that knowledge management is very important, and it is necessary to do this "first-hand project" to grasp it. The boss's understanding is very important, which of course matches the corresponding incentive and performance system.
Chen Cunzhan: I happen to be the project manager of the above-mentioned private enterprise projects. I analyzed it and found three reasons: 1. Knowledge sharing is risky and needs to be fully considered. 2. The personnel who implement the project have changed a lot. At that time, most people who promoted and recognized knowledge management left their jobs, and internal management and systems failed to keep up. At that time, mail was badly needed, so everyone used it better. However, the leave process is not used, mainly because the financial department does not recognize the electronic signature and the internal management is not perfect, so it is necessary to change the concept first.
Coastal Li Bo: CIO is in an awkward position. Why can emails and announcements be used well, but others can't? E-mail announcements are well used because they do not involve power and responsibility. Just like the workflow mentioned before, OA has no way to deal with management if it is to be clearly managed. The process is controlled by the supervisor, and the CIO is only a participant. It involves management responsibility, but it is not the CIO who can make decisions. The key of CIO is to transform personal knowledge into promoting and improving organizational knowledge. Need to be reminded: it is only a tool, and whether the process is done well is a management problem. "Three-point technology, seven-point implementation and twelve-point management". For example, the current coastal projects, as CIOs, will not pay too much attention to technical realization, and more management systems will be included in the project documents.
Manager Lan: Everyone here, Forever of Aviation City is the boss. Can you talk about the company system from the boss's point of view? What do you care? How can I be willing to pay for the project?
Director Li of Aviation City: I personally support CIO very much. I think my investment in IT is unlimited and there are no obstacles, but it is clear: what is the goal of the system? How? I care more about the details. So today's meeting has benefited me a lot and inspired me a lot. Want to know how to realize project management in coastal areas? I have done process management for two years, and I have done 7 or 80 pages, but I can't implement it. It is ideal.
Coastal Li Bo: Originally, the company was called "project management" system, but later I changed it to "cost and contract management" system, which was divided into several stages and promoted layer by layer. Before the construction, the cost is basically out, and then the cost warning is realized by system management. The system plays a moderate control role and produces control reports every month.
Blue: Management should have a direction. Management is gradual and takes time to complete. The system is updated every year, extensive management, key point control and detail management.
Mr. Li from Aviation City: Positioning and concept are different. I think the process is the control between points, and they are opposite positions. The reason of China enterprises is distrust. However, when the company implemented it, it did. It requested materials in 65438+February 1, but it was not submitted until1October 30th. Ask why, say it's the reason for the change. There is always a reason. Not buying, not buying. And application integration is difficult. What platform should I choose? I wonder which supplier is good? Who used it? Which is more suitable?
Lan: Then look for benchmarks, find similar real estate companies and see what they do.
Manager Li of Aviation City: Yes, but many similar enterprises won't let me see them, and some are customized and developed. I don't want vendors of different systems, and I don't want to do IT planning. I have seen a consulting company and written a dozen books, but there is nothing practical. When it comes to practical things, I will say "adjustment in implementation". For investors, what is important is how to deal with money. Choice is more important, so it takes a lot of time.
Coastal Li Bo: ORACLE has not been separated from the manual account for more than two years, mainly due to 1 and management problems; 2. The interface is unfriendly; 3, IT, manage two skins. Integration is necessary, but several existing systems should be used before integration. Don't take the plan too seriously, it is a phased rectification work, not immutable. Do it once in a while It is not to deny the previous work, but to make better use of the results of the previous stage.
Baijiang Investment Miss Su: If Lanling is planned, will it be included in the existing system of Lanling? Our enterprise is a blank sheet of paper. What should we do?
Manager Lan: We won't do that. Lanling's strength is knowledge management and collaboration, and we generally don't set foot in other business systems. IT planning is comprehensive, and it involves not only collaboration. Customers can choose for themselves.
Li Bo: When doing IT planning, it can be seen from the composition of project members that the main personnel are the office director+department managers, so that the personnel of business departments can participate more.
Miss Su of Baijiang Investment: When choosing a manufacturer, we should find the most suitable one, but every manufacturer says that he is good and the demand can be realized.
Li Bo: When choosing a manufacturer, especially a consulting company, it is important to look at the consultant's quick learning ability and understand the enterprise management ideas in the shortest time. Professional consultants don't know everything, so the purpose of inviting them is: 1, promotion; 2, the role of the organization; 3. Provide scientific and advanced methodology as a guide, and cooperate better with the functional departments of the company. When choosing a system, you should choose a professional manufacturer and weigh the pros and cons. Another problem is to get all systems running before considering integration. I don't know what the problem is until I get on the system. We didn't know what the problem was until the system was running. Then make adjustments.
Miss Su of Baijiang Investment: If you choose different suppliers to make different systems, will the after-sales service be unclear?