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Knowledge Management Case Study for Multi-department organization


How we designed a Center Of Excellence (CoE), rolling out multi-department Standard Operating Procedures (SOPs) & Knowledge Capsules

The client is a legacy brand (over 80+ years in business) in Optical Retailing with Pan India presence through its 70+ Exclusive Brand Outlets. Though the organization has expanded over the years and has 350+ work-force, there was no structured process of Persisting , Sharing & Disseminating business essential knowledge

A thorough analysis resulted in the gaps pertaining to their existing Knowledge Management

  • Identification of Business Essential Knowledge and Categorization thereof in terms of Industry, Brand, Department , Consumer
  • Standard Format for Persisting Knowledge in terms of SOPs, Policy Documents, Knowledge Capsules
  • Organization wide ‘Knowledge Dissemination Calendar’ pertaining to Skill Building, Industry Awareness , Leadership
  • Measurable metrics by linking Knowledge Management with overall Employee Performance

And this is what we did ….

  • AS-IS Study of the existing Organogram and restructuring based on Knowledge Dimensions like Ownership ( Strategy, Management, Executive) , Department ( Retail front End, Retail Back End, Marketing etc.)
  • Design of Organization & Department Wide Knowledge Artifacts like Brand Induction Handbook, Corporate Policy Handbook, Store Operating Manual, Clinical Protocol Manual
  • Design & Implementation of Shrestha, Corporate Culture Framework
  • Rolling out multi disciplinary Knowledge Sessions like Selling Techniques, Art of Negotiation, Omni Channel Retailing
  • Design of Lakshya, Employee Performance Management Framework linked with Knowledge Management

And this is what we achieved ….

  • Fully functional Center Of Excellence (CoE), designing & rolling out Process Artifacts on a continuous basis
  • Visible impact on Productivity & Brand – Employee Connect within 6 Months of CoE Roll-out
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