Six Step Approach to Implementing KM Projects Action Item: Step 1 - Identify strategic and operational objectives What are the general objectives for the organisation? Consider the business and the environment; Action Item: Step 2 - Find functional, structural and business value Find actual changes in efficiency and effectiveness that will achieve the desired objectives; Consider the functional and structural organization; Invest Promotion will establish a brochure which effectively promotes SVG as an ideal location for ICT Investments Step 3 - Finding and using financially valuable knowledge Knowledge does have an effect on efficiency and effectiveness ; Consider the process and the individual; the use of support services such as end-user training, hardware and software sales, Web development and strategic consulting, and Internet services (e-mail excluded) also has a high correlation with competitiveness. Many SME owners in SVG would like to adopt technology and services to improve their efficiency but are financially constrained. This project will propose mechanism to address the financing challenges faced by SMEs in obtaining ICT. ATTRACTING CUSTOMER CARE CENTRES St. Vincent needs to be marketed as a destination where an ICT Investor has the highest chance of success. The labour cost is competitive and people tend to make the Customer Service Sector a long term career choice. This offers some organisational stability after expensive training has been conducted. There are suitable locations within the Capital Kingstown or in the suburbs which offer access to quick transport and communications. The cost of telecommunications services has fallen considerably such that it is now competitive with the USA. For Telemarketing and Inbound Services, the language and accent is quite neutral and easily moulded to the targeted marketplace. Step 4 - Quantifying and understanding the knowledge Ensures accurate understanding and codification or personalisation of that resource. Considers the knowledge itself. Step 5 - Integrating with information technology guide the infrastructure that supports the management of knowledge ; Considers information and transmission ; Step 6 - Select knowledge technique and technology Making the right choice of knowledge management technique and enabling technology elements of a KM environment is important. 5.3 The low crime and tropical setting also offer an ideal distraction for the business executive compared to other locations at a higher risk for crime and travel related diseases. A special focus will be taken and a project developed to promote SVG as an ideal location of ICT investments over the long term. It is expected that FDI improvements will be obtained through this and related measures. KNOWLEDGE MANAGEMENT PROGRAMME The adoption of technologies without developing local human skills and capacities to manage, integrate and maintain them is not sustainable. 5.4 St. Vincent & the Grenadines National ICT Strategy and Action Plan P a g e | 72 As a workforce ages and trained employees leave the marketplace or migrate, knowledge gaps grow and will negatively impact the implementation of the national ICT action plan. Successful implementation requires substantial quantities of trained and highly knowledgeable people. SVG needs to develop and retain knowledge to sustain and support ICT-enabled economic growth and development. It is therefore important that the country embarks on a tailored knowledge management programme. More information and best practices on knowledge management (KM) is given in Appendix 5.