The development and implementation of a knowledge management system for the NDCG access line of business

Abstract

Today's commercial environment dictates the way companies must operate. In a world where knowledge means success, an organisation must leverage as much out of its knowledge assets as is possible. NDCG is no different. In an effort to capture new knowledge, and to make the best possible use of their existing knowledge assets, a knowledge management system has been developed and implemented throughout the Access Line of Business. This dissertation investigates the development and implementation of a knowledge management system in the NDCG Access LOB, a business unit of Telstra. This organisation was increasingly relying on a small group of technical specialists to both create new knowledge, and share and distribute knowledge throughout the organisation. This project developed the means of divesting a large amount of the responsibility for sharing knowledge away from this central group, and placed it with the general staff. Improved work practices, designed at changing work cultures, and Intranet technologies have been used to ensure knowledge is shared, and is not lost from the section whenever there are staff movements. The project highlights the possibilities that are achievable in this field, and the methods used to produce results.