Recently, I have received a mail from one of my friend that he has been invited to deliver a lecture on knowledge management. He has also forwarded content of the proposed seminar. It brought my past thoughts to the surface which remained in dormant for so long due to constant demands of my daily routine. Having spent equal time in both manufacturing as well as service industry, my mind constantly draws similarities between these two.
Knowledge is to service industry, in my opinion, as to what raw material is to a manufacturing concern. Knowledge, for service industry, shall deserve same respect and same treatment. Based on services, a firm offers, a proper knowledge base is essential to achieve a quick, quality turn around time and thereby consumer satisfaction. A proper adequate levels of quality retrievable knowledge base, like raw material, will do wonders in rendering timely quality deliverables by professional firms.
It is confirmed, by now, for service industry, one’s knowledge base is one’s raw material. Growth in service sector has necessitated search for new ways and new methods in rendering services. So is the application of erst while theories, such as six sigma, lean theory etc to the service industry. These theories have been modified and made applicable to the service industry. For proper application of these theories, certain customized services had been termed as products, so that the application of these theories can be properly appreciated, understood and applied.
The adequate quantity and quality of ones raw material determines timely delivery, quality and profit margin for manufacturing concern. Similarly, adequate knowledge base, timely retrieval and delivery determine the client satisfaction since here, unlike manufacturing concern, the delivery and consumption coincides. Here comes the importance of proper management of the same.
Knowledge management for service industry is nothing new and is an extension of these applications. Looking back, banking industry, has first realized its significance. Since then, various industries, engaged in service sector, slowly started adopting these theories which were hitherto applicable to manufacturing concern till then.
Knowledge management will try to achieve a base which is current, adequate and appropriate to enable a service organisation to render a timely quality deliverable.
Lets wish my friend good luck and their seminar be successful in bringing more and more inputs on this.
