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Knowledge management (Strategy (Culture (Limited understanding on…
Knowledge management
Strategy
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Culture
- Limited understanding on different cultures
- Polish employees more sensitive, AT colleagues do not realize this.
- Suggested action: training on culture to improve understanding of the different cultures.
- Example: Mails are perceived aggressive due to use of declamations. Increase of professionalism needed.
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Topics and content
*Documents and training
Documents
- There is a SP for AT, this SP is only available for 2 people from WAW. Unclear why it is limited.
- All work instructions that were given to WAW colleagues in the transitions. It was send in mail but should be available in the SP.
- Extractions should have been send per mail. Teamhead PL is collecting the extractions from her colleagues.
Suggested action: Make SP/content available for all BO WAW colleagues
Suggested action: Collect and update and store the instructions send per mail
Training:
Ideal training plan: processes, tools, mailbox (Note: important to have a feedback loop and ask people what do you think of the training?)Current training plan: applications and systems
- 3 weeks on process. When they come back from the training it seems the real work does not match with the training. --> Action --> Update trainings to have a match.
- The information shared on VV is too limited.
- After 3 weeks learning on the job starts (idea change to daily training and direct follow up in the team.)
Suggested action: Identify gaps with Beata. Other remarks:
- Still issues to work independently.
- General training takes too long in opposite to specific training.
training on knowledge domains.
- Training contains practical exercises find this and this document in SAGE and daisy. At is does not resembles what is happening in the daily business.
- Knowledge was transferred in parts. Not good on the end of the transfer, in the end the paketwechsel was introduced.
CI action: Check training package in the processes. Proposals on plan for new joiners in the team:
- All programs
- Start with easiest processes, ruckbugcing nachbuchung(transactions)
- Decision to assign subteam to person and start specialized training
- Other topics in the respnsibility of BO AT.
Access management:
- No list available with systems in place.
- Delays in access due to approval structure
Suggested action: Standardized checklist (needs to be handled by manager)
Issue: Not possible to train everyone in all subjects. However there currently is no backup structure.
Knowledge domains
- Knowledge divided on three sub teams
- Change of address or transaction related knowledge needs to be team-wide dispersed
- Suggested action: Backup structure
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Conditions changes: Neeubernahme
Instruments and systems
Collaboration technology
Between countries (AT/PL)
- Skype: complex cases, knowledge not available.
- Email
- Phone
- AT shared drive: not known
Within Poland team:
- 2 mailboxes with many big topics. NU. Adjustments, Storno, Changes.
- PL SP
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