Building A Knowledge Bank

It should be normal for the experience of any project to become knowledge the entire company can share. Imagine the efficiencies gained when a national company is able to learn from a project it completes in Los Angeles, and share that experience with a technician that will complete the same project in New York.

Building this hub of information requires a clear plan with disciplined execution. Here is a basic outline:

1. Organize a client discovery call where you learn how to properly interact with the client (cannot hit a home run if you do not know what one looks like). Topics here include communication, escalation triggers, and accountability/scorecarding.
2. Create step by step processes for each type of project completed. NOTE – Must set goals around this to ensure it is added to each day.
3. Share this knowledge (give access or provide instructions) to necessary parties.
4. Review results and tweak processes.

Once this information is gathered, it should be continuously built. It becomes a library, or as we like to call it, a Knowledge Bank. Its a bank we need to make “deposits” into regularly.

This approach helps our company leverage our self performing expertise in markets where we hire outside vendors. We can prepare any technician with the right material and equipment in advance, speeding up the procurement phase. Plus, providing the step by step process helps the technician be more effective at executing the project, allowing them to be more aggressively priced, while driving up consistency. In this case, less can deliver more.

Experience should be gained, shared, and act as a foundation for further growth.