Business Need/Challenges

The client was building an entire knowledge management practice. Initially, they needed to create a large number of documents across document types, such as SOPs and technical/software documentation. The client had a backlog of mandatory documentation plus new knowledge assets to be created on a regular basis.

Solution Highlights

  • We worked with the client’s knowledge management leader to create a plan, process, and prioritize activities for the KM organization. We also conducted design thinking workshops to streamline processes and improve the efficiency of the KM initiatives over time.
  • Our team worked on the following on an ongoing basis:
    • Knowledge capture by working closely with SMEs
    • Documentation of applications in accordance with user processes
    • Creation and management of SOPs
    • Creation of glossaries and documents covering financial concepts across financial accounting, risk, compliance
    • Workflow management and tagging of documents and knowledge assets
    • Ongoing reviews and updates of knowledge assets

Business Impact

  • Ensured compliance and regulatory best practice standards for the client
  • Standardized documentation across the organization
  • Increased productivity and TAT to proficiency through just-in-time knowledge access and performance support
  • Excellent user VoC on the quality and usefulness of the knowledge assets