I have spent a frustrating day talking (or should I say chasing) two ‘service’ organisations for information about work/services being provided. Guess what these two organisations have in common, other than the pleasure of me as a customer? The thing they have in common is that they have key members of staff on holiday.
“Shock”, “Horror”, “What ever next” I hear you say – is this man about to suggest that loyal and hard working employees should not be allowed a holiday? Of course not, but what does annoy me is that the knowledge required to provide me with the information about the work/services I have commissioned resides in the heads of those on leave, and that little thought has been given to transferring this knowledge to those left ‘holding the fort’. As result, I am frustrated by the lack of knowledge forthcoming from these organisations and those left ‘holding the fort’ are frustrated about not being able to deal answer my questions. It would appear that the only person up in the deal at this point is the person on leave – but now doubt that situation will change when he/she returns and gets an earful from colleagues.
Whilst many organisations do pay attention to knowledge transfer when someone is leaving or retiring, how many have simple knowledge sharing and transfer techniques in place to cover short periods of absence or holidays? For those who do not there is a quick remedy, check out TFPL’s knowledge transfer and knowledge harvesting consultancy services and seek professional advice and guidance now – before it’s too late as another precious (and hard to come by) customer is lost forever.
Ian Wooler
Senior Associate Consultant
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