CRM Web Based Timelines..
CRM Web based timelines for the proof of concept implementation were replanned in accordance with to the proposed framework and methodology and the phases and sub-phases were followed. Proof of concept target outputs were achieved successfully. This proposed ITIL Framework and methodology will also be utilised for further implementations of KM initiatives in MTN SA. The comparison of the proposed framework and methodology with the 12-step process will be drawn
A comparison of the 12-step process with the proposed framework and methodology reveals that the proposed framework and methodology comply with the four pillars as indicated, namely leadership, organisation, technology and learning. However, the proposed framework and methodology provide more detail relating to the implementation process and approach and what specific outputs are required. A key step included in the proposed framework and methodology is technology assessment to establish optimal enablement of the KM programme. Other additional procedures are the pilot and testing of the KM initiative chosen prior to launching it. Sponsorship and user adoption are supported by a very comprehensive communication and change management plan and not just singular events as suggested by the 12-step process.
