Contact

Hector Cruz
KM Chicago
Hector@kmchicago.org

When

Thursday, September 17, 2015 | 11:30 AM - 3:00 PM

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Where

MBHB | McDonnell Boehnen Hulbert & Berghoff LLP
300 South Wacker Drive Suite 3100
Chicago, IL 60606                                       312-913-0001

  

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Chicagoland HDI & KM Chicago co-hosted lunch & afternoon meeting 

 Chicagoland HDI & KM Chicago co-hosted KM event

When: Thursday, September 17th from 11:30AM – 3:00PM

Where:  McDonnell Boehnen Hulbert & Berghoff LLP

              300 S Wacker Drive Suite 3100 Chicago, Illinois 60606

What:  Two presentations focused on Knowledge Management

Rick Joslin is the Executive Director of Certification & Training for HDI. 

Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook

Title: Knowledge Management Best Practices within Service Management 

Abstract: Knowledge management is an absolute requirement to improve efficiencies and enable an organization to expand its services or deliver different types of services. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing the assets of an organization. Through this workshop, you’ll gain a practical understanding of how to properly integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency. We’ll discuss the challenges of implementing knowledge management, and how you can successfully get others to support this initiative.

Key Takeaways:

  •  Learn how to capture knowledge in the context of the customer
  • Understand that knowledge must be useable, findable, and structured consistently
  • Discover the dynamic nature of knowledge, and its life-cycle
  • Understand that perfection is neither required nor desirable

You will leave this session with a foundational understanding of best practice methodologies in knowledge management which will allow you to move forward – or improve – a knowledge management program in your organization.

Valeria Hunter will present "Learning Organizations in Practice"

Valeria Hunter has recently retired from her role at BP plc as the lead of Organizational Learning for Downstream Projects where she devised an organizational learning strategy and implemented various knowledge management processes, systems and tools for her internal international refining, petrochemical, pipeline, lubricants and other downstream clients. Valeria spent a total of seventeen years at BP in a variety of businesses and roles that also include project management in alternative energy, business development in oil pipeline transportation, and project portfolio management. Prior to joining BP, Valeria worked in the energy industry as a Senior Research Engineer at the Pacific Northwest National Laboratory (PNNL), operated by Battelle Memorial Institute in Richland, Washington. During her time at PNNL Valeria collaborated on and is co-author of a book chapter, several papers and presentations on various aspects of the clean-up of radioactive wastes at the Hanford site in Washington State.

Register today, seating is limited to 60. 

 This meeting is limited to KM Chicago & HDI members only and is free of charge