{"id":17404,"date":"2019-10-09T06:50:59","date_gmt":"2019-10-09T04:50:59","guid":{"rendered":"https:\/\/www.topdesk.mom\/hu\/?p=17404"},"modified":"2024-09-10T15:12:10","modified_gmt":"2024-09-10T13:12:10","slug":"kcs","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/hu\/blog\/kcs\/","title":{"rendered":"KCS: A hat\u00e9konys\u00e1g maximaliz\u00e1l\u00e1sa tud\u00e1smenedzsmenttel"},"content":{"rendered":"

A hat\u00e9konys\u00e1g maximaliz\u00e1l\u00e1sa minden oszt\u00e1lyon kulcsfontoss\u00e1g\u00fa, legyen sz\u00f3 IT-r\u00f3l, HR-r\u0151l vagy \u00fcgyf\u00e9lszolg\u00e1latr\u00f3l. Hogyan cs\u00f6kkenthetj\u00fck a be\u00e9rkez\u0151 megkeres\u00e9seket vagy a bejelent\u00e9sek megold\u00e1si idej\u00e9t? \u00c9s hogyan tudn\u00e1nk k\u00f6nny\u00edteni a megold\u00f3 koll\u00e9g\u00e1k terhein \u00fagy, hogy a felhaszn\u00e1l\u00f3k is el\u00e9gedettek legyenek? A v\u00e1lasz sok esetben a tud\u00e1smenedzsmentben rejlik.<\/p>\n

Mi is az a tud\u00e1s?<\/h3>\n

A tud\u00e1s nemcsak k\u00e9zik\u00f6nyveket \u00e9s dokument\u00e1ci\u00f3kat jelent, hanem azokat az inform\u00e1ci\u00f3kat is, amiket a koll\u00e9g\u00e1k tudnak. Ide tartoznak p\u00e9ld\u00e1ul a gyakran ism\u00e9tl\u0151d\u0151 k\u00e9rd\u00e9sekre adott v\u00e1laszok vagy l\u00e9p\u00e9sr\u0151l l\u00e9p\u00e9sre \u00fatmutat\u00f3k. Ha ez a tud\u00e1s csak a fejekben van, gondot okozhat, ha valaki elmegy a c\u00e9gt\u0151l vagy helyettes\u00edteni kell. Gyakran el\u0151fordul, hogy \u00fajra feltal\u00e1ljuk ugyanazokat a megold\u00e1sokat, mert senki nem tudja, hogy a “best practice” m\u00e1r megvan a szomsz\u00e9d koll\u00e9ga fej\u00e9ben.<\/p>\n

Ezekre a probl\u00e9m\u00e1kra megold\u00e1s lehet a tud\u00e1s dokument\u00e1l\u00e1sa, rendszerez\u00e9se \u00e9s megoszt\u00e1sa. Els\u0151re sok munk\u00e1nak t\u0171nik, de hossz\u00fa t\u00e1von megt\u00e9r\u00fcl. A gyakorlat azt mutatja, hogy a legt\u00f6bb szervezetnek neh\u00e9zs\u00e9get okoz egy naprak\u00e9sz tud\u00e1sb\u00e1zis fel\u00e1ll\u00edt\u00e1sa. Szerencs\u00e9re van n\u00e9h\u00e1ny m\u00f3dszer, ami seg\u00edthet ebben.<\/p>\n

Mi az a KCS \u00e9s mi\u00e9rt j\u00f3?<\/h3>\n

A KCS (Knowledge Centered Service, vagyis Tud\u00e1sk\u00f6zpont\u00fa Szolg\u00e1ltat\u00e1s) egy olyan modell, amely biztos\u00edtja, hogy az inform\u00e1ci\u00f3k naprak\u00e9szek maradjanak. A KCS egy bev\u00e1lt gyakorlatokb\u00f3l \u00e9s folyamatokb\u00f3l \u00e1ll\u00f3 gy\u0171jtem\u00e9ny, amellyel rendszerezheted, kezelheted \u00e9s \u00fajra felhaszn\u00e1lhatod a tud\u00e1st. Ezt a m\u00f3dszert a Consortium for Service Innovation fejlesztette ki, kifejezetten \u00fcgyf\u00e9lszolg\u00e1latok sz\u00e1m\u00e1ra. A KCS Akad\u00e9mia szerint az alkalmaz\u00e1s\u00e1val a probl\u00e9mamegold\u00e1s hat\u00e9konyabb\u00e1 v\u00e1lik, az \u00faj koll\u00e9g\u00e1k gyorsabban betanulnak, \u00e9s a dolgoz\u00f3k el\u00e9gedettebbek lesznek. Ugyanannyi id\u0151 alatt m\u00e1sf\u00e9lszer annyi bejelent\u00e9st siker\u00fcl megoldani.<\/p>\n

A folyamat<\/h3>\n

Amikor egy bejelent\u00e9s \u00e9rkezik, az oper\u00e1tor el\u0151sz\u00f6r megn\u00e9zi a tud\u00e1sb\u00e1zist, hogy l\u00e9tezik-e m\u00e1r v\u00e1lasz vagy sztenderd megold\u00e1s. Ha van, ellen\u0151rzi annak helyess\u00e9g\u00e9t, \u00e9s ha sz\u00fcks\u00e9ges, friss\u00edti. Ha nincs megl\u00e9v\u0151 megold\u00e1s, akkor l\u00e9tre kell hoznia egyet. \u00cdgy id\u0151vel egy terjedelmes adatb\u00e1zis \u00e9p\u00fclhet fel.<\/p>\n

A KCS bevezet\u00e9se<\/h3>\n

A tud\u00e1s r\u00f6gz\u00edt\u00e9se, megoszt\u00e1sa \u00e9s folyamatos fel\u00fclvizsg\u00e1lata kulcsfontoss\u00e1g\u00fa. De hogyan kezdj bele? Az al\u00e1bbi \u00f6t l\u00e9p\u00e9s seg\u00edthet:<\/p>\n

    \n
  1. Hat\u00e1rozd meg a szerkezetet<\/strong>: Nem kell egyik napr\u00f3l a m\u00e1sikra megt\u00f6lteni a tud\u00e1sb\u00e1zist. Ha egy probl\u00e9ma megoldhat\u00f3, \u00e9rdemes azonnal tud\u00e1selemet k\u00e9sz\u00edteni.<\/li>\n
  2. Hozz l\u00e9tre bejegyz\u00e9seket<\/strong>: Ha m\u00e1r sok bejelent\u00e9st megjel\u00f6lt\u00fcnk, elkezdhetj\u00fck a tud\u00e1selemek l\u00e9trehoz\u00e1s\u00e1t, priorit\u00e1s alapj\u00e1n.<\/li>\n
  3. Hat\u00e1rozd meg a param\u00e9tereket<\/strong>: T\u0171zz ki \u00faj c\u00e9lokat, p\u00e9ld\u00e1ul azt, hogy minden megoldott bejelent\u00e9shez tartozzon egy tud\u00e1selem.<\/li>\n
  4. Oszd meg a tud\u00e1st<\/strong>: Mutasd meg a szervezetnek az \u00f6nkiszolg\u00e1l\u00e1s el\u0151nyeit \u00e9s hat\u00e9konys\u00e1g\u00e1t.<\/li>\n
  5. Rendszeresen vizsg\u00e1ld fel\u00fcl a tud\u00e1sb\u00e1zist<\/strong>: Ellen\u0151rizd az elemeket gyakran, hogy biztosan hat\u00e9konyak maradjanak.<\/li>\n<\/ol>\n

    Meg\u00e9ri belev\u00e1gni?<\/h3>\n

    A KCS rengeteg el\u0151nyt k\u00edn\u00e1l. Az ism\u00e9tl\u0151d\u0151 probl\u00e9m\u00e1k gyorsabban megoldhat\u00f3k, \u00e9s a fontos inform\u00e1ci\u00f3k azonnal el\u00e9rhet\u0151k. Az \u00fcgyfelek is el\u00e9gedettebbek lesznek, hiszen gyorsabban kapnak v\u00e1laszt a k\u00e9rd\u00e9seikre. Ugyanakkor a KCS bevezet\u00e9se akkor sikeres, ha mindenki elfogadja \u00e9s alkalmazza a m\u00f3dszert. Ez\u00e9rt fontos, hogy a vezet\u00e9s is t\u00e1mogassa a v\u00e1ltoz\u00e1st. A KCS a legjobb modell lehet az \u00fcgyf\u00e9lszolg\u00e1latok sz\u00e1m\u00e1ra, ha siker\u00fcl a csapat gondolkod\u00e1sm\u00f3dj\u00e1t \u00e1talak\u00edtani. A tud\u00e1smenedzsment nem csup\u00e1n a probl\u00e9mamegold\u00e1s r\u00e9sze, hanem maga a m\u00f3dszer, amellyel megoldhat\u00f3k a probl\u00e9m\u00e1k.<\/p>\n

    Szeretn\u00e9l t\u00f6bbet megtudni a KCS-r\u0151l? Olvasd el a Tud\u00e1smenedzsment c\u00edm\u0171 e-bookunkat!<\/p>\n","protected":false},"excerpt":{"rendered":"

    A hat\u00e9konys\u00e1g maximaliz\u00e1l\u00e1sa minden oszt\u00e1lyon kulcsfontoss\u00e1g\u00fa, legyen sz\u00f3 IT-r\u00f3l, HR-r\u0151l vagy \u00fcgyf\u00e9lszolg\u00e1latr\u00f3l. Hogyan cs\u00f6kkenthetj\u00fck a be\u00e9rkez\u0151 megkeres\u00e9seket vagy a bejelent\u00e9sek megold\u00e1si idej\u00e9t? \u00c9s hogyan tudn\u00e1nk k\u00f6nny\u00edteni a megold\u00f3 koll\u00e9g\u00e1k terhein \u00fagy, hogy a felhaszn\u00e1l\u00f3k is el\u00e9gedettek legyenek? A v\u00e1lasz sok esetben a tud\u00e1smenedzsmentben rejlik. Mi is az a tud\u00e1s? A tud\u00e1s nemcsak k\u00e9zik\u00f6nyveket \u00e9s dokument\u00e1ci\u00f3kat<\/p>\n","protected":false},"author":379,"featured_media":17407,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-17404","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nKCS: A hat\u00e9konys\u00e1g maximaliz\u00e1l\u00e1sa tud\u00e1smenedzsmenttel | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Ismerd meg a KCS m\u00f3dszert \u00e9s tudd meg, hogyan seg\u00edtheted vele az \u00fcgyf\u00e9lszolg\u00e1lat hat\u00e9konys\u00e1g\u00e1t \u00e9s el\u00e9gedetts\u00e9g\u00e9t!\" \/>\n<meta name=\"robots\" content=\"index, follow, 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