Creating Knowledge Sharing Culture in a Start-up Environment
Sirén, Roosa (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022060716435
https://urn.fi/URN:NBN:fi:amk-2022060716435
Tiivistelmä
This thesis project was completed for a consulting business that helps large companies automate their customer service by building virtual assistants (chatbots).
The objective of this project was to holistically assess and develop knowledge sharing in the company. Being a young business there was a need for formal practices to be defined for the first time. Aside from onboarding and training, effective knowledge sharing empowers employees and improves morale. A culture of sharing ideas helps the business provide better service and continually innovate, leading to a lasting market advantage.
Several tools and practices were developed within the project. Training methods for new recruits were informed by research. Employee skills were formalised into a skills matrix and assessment sheet. The company knowledge base was promoted as the firm’s single source of truth, where documentation on best practices and troubleshooting guides were also produced. Working practices in communication and project management were developed throughout the project. Finally, a survey was designed to gather employee opinions on knowledge sharing at the company.
The developed practices and tools as well as survey results were presented to stakeholders and the project deemed successful. Areas for further development of knowledge sharing practices were also identified. For another company just starting to define their own knowledge sharing methods, this thesis provides a comprehensive beginning framework.
The objective of this project was to holistically assess and develop knowledge sharing in the company. Being a young business there was a need for formal practices to be defined for the first time. Aside from onboarding and training, effective knowledge sharing empowers employees and improves morale. A culture of sharing ideas helps the business provide better service and continually innovate, leading to a lasting market advantage.
Several tools and practices were developed within the project. Training methods for new recruits were informed by research. Employee skills were formalised into a skills matrix and assessment sheet. The company knowledge base was promoted as the firm’s single source of truth, where documentation on best practices and troubleshooting guides were also produced. Working practices in communication and project management were developed throughout the project. Finally, a survey was designed to gather employee opinions on knowledge sharing at the company.
The developed practices and tools as well as survey results were presented to stakeholders and the project deemed successful. Areas for further development of knowledge sharing practices were also identified. For another company just starting to define their own knowledge sharing methods, this thesis provides a comprehensive beginning framework.