Thermo Fisher Scientific

Nomination Details

Thermo Fisher Scientific’s Knowledge Base, launched in February 2022, has been a transformative force, turning information into actionable knowledge. Our adoption of Knowledge-Centered Service (KCS) has quickly established a new knowledge culture for thousands of our colleagues, supporting our dynamic and fast-paced work environment.

Our Knowledge Base, now boasting more than 12,000 users and over 8,600 articles, has experienced tremendous growth over the last four years. Hundreds of colleagues have elevated their knowledge journey by completing our KCS training curriculum and becoming licensed contributors. Our business groups have aligned for success through both in-person and virtual KCS V6 Practices and KCS Leadership Workshops.

We have taken a significant leap forward by integrating Generative AI, allowing us to create knowledge articles faster than ever before. This proprietary technology ensures that the most up-to-date and relevant information is always at the fingertips of our users, drastically reducing the time required to find answers and solve problems. By combining Generative AI with our existing AI technology, we continue to drive innovation, providing instant access to detailed and accurate knowledge.

Delivering the right knowledge to the right people at the right time

Our knowledge base seamlessly integrates the KCS experience into our service platforms (Cloud for Customers and Salesforce.com), offering an innovative way for our knowledge workers to search, create, and reuse content without leaving their workspace. This integration has not only streamlined our processes but also increased engagement and involvement among our colleagues. This eagerness to learn and ability to share knowledge has propelled our Knowledge Base from zero KCS articles to over 10,000!

Our achievements highlight our dedication to excellence and continuous improvement in knowledge management. We believe these accomplishments make us a standout candidate for the KCS award.