BPO Project Knowledge Management Case Study Of A Company

With the arrival of knowledge economy era, knowledge management as the core of enterprise management and development strategies has become the consensus in both theoretical circles and enterprise management circles; and also become the hotspot and key point of Western enterprise management. More than half of world’s top500enterprises have established knowledge management system, implementing knowledge management. Currently, offshore BPO industry is growing very fast in China. Chinese enterprises need to improve their own knowledge management system, aiming to bring themselves into line with the world’s most advanced enterprises and enhance its competitiveness in the international market.In this paper, a BPO project of A company-VBI project was analyzed of its issues arising during project bidding, transition and operation, by using widely recognized knowledge management theory, e.g."SECI Model","Knowledge Chain","PSCA Loop", etc.. Analysis results conclude that A company as a series of issues in knowledge management aspect, including knowledge transformation pattern remains in tacit-tacit primary status; little attention is paid to knowledge management; decision panel emphasis on technical aspect; no complete knowledge management system; knowledge management body dislocation, etc.Aiming to resolve these issues, a series of recommendations for building knowledge management system in A company is proposed. Recommendations includes knowledge management mode selection-80%for codification mode versus20%for personalization mode, and using latter one separately in departments dominated by knowledge innovation, such as product R&D department; knowledge management organizational structure building-after clarifies knowledge management body, gradually establishes a "mid to top/bottom" hypertext organizational structure, and pay attention to the knowledge organization features including flattening, elastification, virtualization, networking and flexibility; and the establishment of wiki-based knowledge management platform-using wiki to accumulate and exchange knowledge flexibly, stimulates the enthusiasm of employees to perform knowledge innovation.The study content of this paper has certain directive significance and applied values for establishing knowledge management system in A company. Hope this is helpful and can be referred by A company for further development.