SHA is a platform that combines Learning Management functionalities with Knowledge
Management tools, or in simpler terms: SHA offers a solution that merges LMS (Learning Management System) functionalities with a KMS (Knowledge Management System).
Introducing Solution Management System (SMS) by SHA, a new concept that simplifies Knowledge and Learning Management:
SMS is the result of combining KMS and LMS.
The SHA platform is for companies that handle a lot of information daily and need to ensure quick and easy access for their teams to share it with customers, prospects, suppliers, etc. These companies understand that knowledge is an essential part of their value and must be managed effectively. Users should also be able to contribute to improving the data by providing their opinions on its relevance.
SHA combines Knowledge Management with advanced Learning Management features by directing users to important content for optimal task performance (Cost, Quality, Velocity).
The sectors that benefit most from these tools are those that interact with customers (Customer Services, Call Center, etc.), but all divisions of a company seeking operational performance optimization are involved.
Through extensive discussions with our customers and prospects, we have identified the different types of content and their volatility over time (an important factor for content management).
The documents are the ones most frequently cited as priority content in KMS and LMS.
| Category | Types of Documents | Activity Staff | Format | LifeCycle |
|---|---|---|---|---|
| Policies & Procedures | Employee handbooks, SOPs, guidelines | HR, Admin, Legal, General Affairs | PDF, Word (protected) | Medium (annual updates) |
| Contracts | Client contracts, vendor agreements | Legal, Sales, Providers, Customers | PDF (protected) | Definitive (rarely updated) |
| Financial Reports | Balance sheets, income statements, audits | Financial Staff, Admin | XLS, PDF | Medium (quarterly or annual updates) |
| Marketing Materials | Brochures, campaigns, presentations | Marketing, Sales, Communication, Prospects | PDF, PNG, PPT | Short (frequent updates) |
| Design Documents | Blueprints, CAD files, design drafts | Design, R&D | CAD, PDF, proprietary | Short (frequent updates) |
| Production Plans | Schedules, specifications, quality logs | Production, R&D, Customers | XLS, Word | Short (frequent updates) |
| Customer Records | CRM entries, customer feedback | CS Staff, Sales, Customers | XLS Database export | Medium (periodic updates) |
| Training Materials | E-learning modules, onboarding guides | HR, Service Staff, General Affairs | PDF, Video, PPT | Medium (review every 1-3 years) |
| Meeting Records | Agendas, minutes, action items | General Affairs, Admin, All Teams | Word, PDF | Short (specific project cycles) |
| Legal Filings | Compliance reports, patent filings | Legal, Financial Staff, R&D | PDF, Word | Definitive (rarely updated) |
| Internal Memos | Announcements, updates, notices | Admin, All Staff | Email, PDF | Short (one-time use) |
| Service Logs | Maintenance reports, issue tracking | Service Staff, Production | XLS, Word | Medium (regular updates) |
| Supplier Records | Invoices, delivery logs, contracts | Providers, Financial Staff, Admin | PDF, XLS | Medium (periodic updates) |
| Employee Records | Performance reviews, payroll, leave forms | HR Staff | XLS, Word | Medium (yearly updates) |
| R&D Reports | Experiment logs, technical reports | R&D, Design | PDF, XLS | Medium (review post-project or annually) |
Key Highlights:
Formats:
- The document format often balances usability (e.g., Excel for analysis, PDF for sharing) and security (protected formats for sensitive information).
Life Cycle:
- Short: Updated frequently due to dynamic needs, e.g., marketing materials, production plans.
- Medium: Updated periodically based on cycles, e.g., training materials, financial reports.
- Definitive: Rarely updated, often for records with legal significance, e.g., contracts, legal filings
The most common question our prospects ask is how SHA manages to be efficient by merging two activities that usually require separate platforms.
How does SHA introduce LMS capabilities into a content management KMS platform?
It’s simple, thanks to three main factors:
- Consider training content as standard “knowledge” content, even if the format, life cycle, and structure may differ from other content.
- Use the Content/User duality, which is one of SHA’s unique features. SHA manages the interactions between content and users, always considering the relevance of the content from the user’s perspective. Did the information help them complete their tasks, or does it need improvement?
- Focus on apprenticeship rather than training. Operational managers know that training doesn’t always have an impact, but learning does. Taking a training course doesn’t always lead to progress or improved KPIs, whereas learning with SHA’s quality control and monitoring tools ensures that training brings the expected benefits.
Whether your organization already uses an LMS or not, SHA easily integrates learning content, from structured courses to flash briefs, and helps management teams ensure knowledge acquisition.
If you’re already using Knowledge Management tools without Learning Management features, SHA can easily integrate your existing content and facilitate Knowledge Management while providing the benefits of Learning Management for your teams.
To experience the advantages of unified Business Knowledge and team Learning management, contact our Solution Management System experts. They will share their extensive experience in this field!
SHA is a Knowledge Management System designed and developed by experienced seasoned Customer Service experts who have brought their vision and daily operational experience to deliver a system that enhances Customer Experience, improves Staff Experience, and reduces the cost of service!
For more information on how SHA can support your Customer Service Operations get in touch with us: