WHAT IS LEARN­ING AND IDEA

Insurance - - KNOWLEDGE MANAGEMENT -

TCAPTURE? his is par­tic­u­larly im­por­tant in the in­sur­ance in­dus­try be­cause you will need to help clients un­der­stand their in­sur­ance needs, ex­plain their op­tions to them and hope­fully help them pur­chase ap­pro­pri­ate in­sur­ance poli­cies. You could work in a va­ri­ety of ar­eas in in­sur­ance, such as an un­der­writer, a sales rep­re­sen­ta­tive, an as­set man­ager, a cus­tomer ser­vice rep­re­sen­ta­tive or an ac­tu­ary. A theme that is con­stantly em­pha­sised by in­sur­ance pro­fes­sion­als is that the in­dus­try is ul­ti­mately about help­ing people when they need it the most.

WHY USE THIS TOOL?

Many or­gan­i­sa­tions would like their people to be more cre­ative, gen­er­ate more ideas, learn faster and turn their new learn­ing into bet­ter knowl­edge to share, ap­ply and ex­ploit. How­ever, if you ob­serve in­di­vid­u­als and teams in most or­gan­i­sa­tions, you will read­ily see that they are con­tin­u­ally com­ing up with new learn­ing and new ideas most of the time, es­pe­cially in team con­ver­sa­tions and col­lab­o­ra­tive work. 'The prob­lem is not a short­age of new learn­ing and ideas, but we do not ef­fec­tively cap­ture these learn­ing and ideas — and sys­tem­at­i­cally do any­thing with them!' We need to find bet­ter meth­ods, tools and tech­niques to do this col­lec­tively and sys­tem­at­i­cally. Imag­ine two or­gan­i­sa­tions in the same com­pet­i­tive busi­ness, say in the in­sur­ance in­dus­try. One or­gan­i­sa­tion does not cap­ture learn­ing and ideas, as they hap­pen in the workplace — col­lec­tively and sys­tem­at­i­cally — but does this 'episod­i­cally' from time to time. We know this is in­ef­fec­tive be­cause most of the best new learn­ing and ideas oc­cur at

20% OF THE WORK­ING POP­U­LA­TION LIKES CAP­TUR­ING LEARN­ING AND IDEAS — SYS­TEM­AT­I­CALLY AND COL­LEC­TIVELY

the be­gin­ning of projects, and then be­come for­got­ten over time. The other or­gan­i­sa­tion col­lects learn­ing and ideas as they hap­pen in the workplace — 'con­tin­u­ously' — and sub­mit them to people who are able to ap­praise them and turn them into bet­ter ap­pli­ca­ble knowl­edge each month. It does not re­quire much imag­i­na­tion to see that the sec­ond or­gan­i­sa­tion will def­i­nitely learn faster, make smarter de­ci­sions and cre­ate new in­no­va­tive prod­ucts and ser­vices faster. The other key rea­son for cap­tur­ing learn­ing and ideas is also very pow­er­ful. 'The very process of writ­ing down ex­plic­itly what you think you have learned, or a new idea, is a fun­da­men­tal process of knowl­edge or­gan­i­sa­tion that will de­velop fur­ther and re­fine the tacit knowl­edge in the in­di­vid­ual to the next higher level.' If you have writ­ten a book or ar­ti­cle/paper yourself, you will know in­tu­itively that you are not just merely 'dump­ing what you know' on paper. The very process of writ­ing is a cre­ative process that forces and dis­ci­plines the in­di­vid­ual to de­velop and or­gan­ise his/her knowl­edge faster. So there is a very good rea­son why ev­ery in­di­vid­ual knowl­edge worker needs to learn how to bet­ter cap­ture new learn­ing and ideas. You can also cap­ture les­son-learned each day while do­ing your work.

HOW TO USE LEARN­ING AND IDEA CAP­TURE

There are many ways to cap­ture new learn­ing, ideas, and in­sights. As new tech­nolo­gies emerge, even more pos­si­bil­i­ties will ex­ist. For ex­am­ple:

Per­sonal cap­ture tools

• Own mem­ory (vul­ner­a­ble as the only method)

• Notepad (use­ful but can be frag­mented)

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