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How can China Asset Management, with over 1 trillion in assets, leverage knowledge management to enhance corporate efficiency?
Release time:
2021-08-23 10:12
Author:
Blue Ling Software
As the world's most authoritative and professional knowledge innovation practice exchange platform, the Most Innovative Knowledge Organization (MIKE) Award has unearthed a large number of outstanding knowledge-based enterprises. As the initiator of the MIKE Award, Lanling launched the "MIKE Award Case Tour" activity to share excellent knowledge management experiences recognized by global experts with more enterprises that focus on knowledge management construction.
China Asset Management Co., Ltd. was established in 1998 and is one of the first batch of fund management companies in China, serving more than 100 million individual/institutional clients, with assets under management exceeding 1 trillion yuan.
As a benchmark enterprise in the fund management industry, China Asset Management has always attached great importance to the construction of knowledge management, and has won the China MAKE Award (the predecessor of the MIKE Award) twice in 2012 and 2016. In 2019, China Asset Management once again won the China MIKE Award and will be recommended to compete for the global MIKE Award.
Lanling has been deeply engaged in the field of knowledge management for 18 years, is a core co-editor of the "Knowledge Management Standards", and as the initiator of the MIKE Award, has become a co-organizer of the China MIKE Award with the Tsinghua University Technology Innovation Research Center, promoting the selection of the global MIKE Award in China. The top three companies in the China MIKE Award will be recommended to compete for the global MIKE Award.
In 2019, Lanling specially initiated the "MIKE Award Case Tour" activity to share excellent knowledge management experiences recognized by global experts with more enterprises that focus on knowledge management construction, discussing together: why enterprises should build a knowledge management system, and how knowledge sharing can help enterprises accelerate their pace...
▲ Director of the Customer Service Department of China Asset Management, Ge Zhaohui (right), and Vice President Li Xiang (left) share innovative achievements during the second round of on-site evaluation of the 2019 China MIKE Award.
This issue of the "MIKE Award Case Tour" activity is fortunate to invite Ge Zhaohui, Director of the Customer Service Department of China Asset Management, and Vice President Li Xiang to share the innovative achievements and successful experiences of China Asset Management in the field of knowledge management.
Ge Zhaohui
Director of the Customer Service Department of China Asset Management
We have participated in the MAKE selection twice in 2012 and 2016, winning awards in the China region twice. We hope to sprint for the Asia-Pacific regional award this time and move towards the global award in the future. Through participation, we have broadened our horizons and received many expert suggestions in knowledge management, clarified the standards and direction of knowledge management, and learned about the cutting-edge trends in knowledge management development and the points we can improve, especially in the integration of knowledge strategy and corporate strategy, which is a direction we need to focus on improving in the future.
Excellent knowledge management,
can enhance corporate efficiency.
Q: In the 21st century knowledge economy era, more and more enterprises are beginning to pay attention to the construction of knowledge management. In your opinion, why should China Asset Management engage in knowledge management? What work has China Asset Management done in knowledge management?
A: The vision of China Asset Management is to "become a respected asset management company with significant influence in the global capital market". The stakeholders of the company include clients, employees, shareholders, and society. We mainly create value for stakeholders through product, service, and system innovation. To provide excellent products and services, knowledge management in this area is essential, including the collection, storage, application, and promotion of knowledge, all of which are of utmost importance. In summary, we hope to enhance corporate efficiency through excellent knowledge management and create more value for stakeholders.
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China Asset Management has established a knowledge management system covering investment research, products, customer service, sales, and management, relying on a large foundational knowledge base for continuous innovation and development. Utilizing advanced technologies such as big data analysis and artificial intelligence, it has achieved business innovations like AI quantitative investment, intelligent customer service, and Huaxia Charlie Smart Investment, significantly improving work efficiency, customer satisfaction, and investment performance.
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Q: In the process of building knowledge management, enterprises often face risks such as knowledge loss and information leakage. What measures does China Asset Management take to avoid these risks?
A: China Asset Management mainly controls knowledge management risks from three aspects:
First, the accumulation of employee experience. The company has established a complete work manual, with each business area having dedicated workflows written by business leaders, covering business mainlines, related system introductions, specific operation cases, business risks/difficulties, and connections with other businesses. New employees can master relevant businesses by learning the processes. Excellent employee cases are shared and accumulated internally through notifications, meetings, activities, and virtual project teams.
Second, the expansion of the knowledge framework. With the rapid development of business, products, and technology, the knowledge content is becoming increasingly rich, and the original knowledge framework needs to be expanded. The company continuously optimizes system functions and knowledge systems while actively developing intelligent applications for foundational knowledge to enhance management efficiency. The application of new technologies such as atomic functions, big data, and table recognition makes knowledge points more concise and answers more precise, further improving knowledge management efficiency.
Third, the confidentiality of knowledge content. An increasing number of core knowledge documents are stored in the knowledge base, raising higher requirements for confidentiality to prevent knowledge outflow risks. China Asset Management has formulated knowledge security confidentiality systems addressing the company's and departments' knowledge security issues.
The main purpose of this system is to establish employees' awareness of knowledge security and regulate their confidentiality behavior regarding knowledge documents, thereby preventing the leakage of knowledge assets and all consequences arising from it. At the same time, technical means are used to control employees' permissions for reading, applying, and obtaining knowledge, and to encrypt office documents, ensuring knowledge security from both institutional and technical aspects.
With the help of resource sharing platforms,
the efficiency of investment research work has increased by 50%.
Q: For fund companies, investment research is a very important link. At China Asset Management, how does the investment research team quickly share research results to help investment managers make better decisions?
A: Investment research is fundamental to fund products. China Asset Management has established an advanced investment research team of over 200 people in the industry. To better achieve resource sharing and improve investment research efficiency, the company has built a comprehensive investment structure and a rigorous investment decision-making process, and has set up a shared investment research platform, risk management system, and trading platform to facilitate the accumulation and sharing of investment research knowledge.
Researchers from various market sectors start from macroeconomics, industry, and the fundamentals of listed companies, forming professional value assessments through in-depth investigations, research, and analysis. Selected products are uniformly placed into a virtual stock pool for investment managers to construct and adjust investment portfolios, effectively transforming research results into investment performance.
With the sharing platform, our investment research efficiency has increased by 50%. From the actual results achieved, several of our funds have had returns exceeding 500% since their establishment, and the outstanding Huaxia Large Cap Select has had an 18-fold return since its inception, meaning that an investment of 1 yuan can now appreciate to 18 yuan, providing our investors with long-term good returns.
In addition, in 2017, there was a breakthrough development in big data and artificial intelligence technology. Huaxia Fund, based on market research and suggestions from employees and clients, combined with 20 years of investment advisory experience in the financial sector, was the first in the industry to launch "Huaxia Charlie Smart Investment" for clients. AI provides targeted investment portfolio suggestions based on certain algorithms, models, and the personal circumstances of investors; after investors make investments, Charlie Smart Investment will continuously follow up, analyze and summarize monthly, adjust the investment portfolio based on the latest market conditions, and provide investment advice.
Launched an intelligent customer service system,
Reducing online manual workload by 86%.
Q: With the development of emerging technologies such as AI, big data, and cloud computing, more and more systems are becoming smarter. What intelligent applications does Huaxia Fund's knowledge base system have? What benefits has it brought to the company?
A: Huaxia Fund started replacing the original knowledge transfer model with a systematic knowledge base in 2009; in 2012, in cooperation with Lanling, a comprehensive knowledge system called "Four Libraries and Complete Books" was established, and various related applications have been continuously deepened and improved; from 2014 to 2016, after accumulating a vast amount of basic knowledge, we developed intelligent applications, becoming the first in the industry to launch online intelligent services, with 86% of online inquiries answered by robots.
In 2019, based on this, we added voice intelligent services, allowing investors to interact directly with intelligent robots by simply making a phone call, solving the problem of lengthy 400 phone menus that make it difficult to get quick answers. Through optimizing business processes, launching intelligent systems, and improving personnel efficiency, the customer service department reduced manpower by 50%.
Another example of intelligent management of product knowledge is that around 2016, the number of fund products experienced rapid growth, with various fund companies continuously issuing new products. How to timely store a large amount of product knowledge, how to update and maintain it after storage, and how to accurately locate among an increasing amount of knowledge became our business challenges.
Based on this, we adopted intelligent technology to structure our product knowledge, extracting specific templates and directly calling the required data from various departmental systems to establish a product data center that serves customers.
After the establishment of this product data center, all product knowledge has been automatically updated, and it can also match customer inquiries through word models or scenario matching. The intelligent system automatically captures the latest data, stitches it together, and provides it to customers.
Currently, the fund product consultation based on atomic function two-dimensional tables not only meets the business inquiries of customer service personnel and intelligent services but also supports the marketing department and other sales departments in searching. It includes not only basic information such as fund managers and product codes but also hot issues like dividend details, product holdings, and yield rates, all searchable, greatly improving usage efficiency and meeting deeper needs of investors. Currently, the intelligent hit rate is 98%, and satisfaction exceeds 90%, with positive user feedback.
Q: Why did Huaxia Fund choose to cooperate with Lanling for the knowledge base project? What were the main factors considered?
A: Huaxia Fund insists on continuously seeking high-end partners for external cooperation to achieve strong alliances. Domestic and foreign partners include industry leaders such as Fidelity, Russell, Microsoft, IBM, Alibaba, Tencent, Baidu, and JD.com. In terms of knowledge management, with the development of technology and changes in the market environment, knowledge management plays an increasingly important role in internal management and the increasingly fierce market competition.
To further improve knowledge usage efficiency and management level, in 2011, Huaxia Fund conducted comprehensive market research on knowledge management based on factors such as company strength, knowledge management experience, product performance, and work efficiency, ultimately choosing Shenzhen Lanling Software Co., Ltd. as a partner in knowledge management, achieving fruitful results through nearly 8 years of cooperation.
The application of AI in the fund industry,
is limitless.
Q: What are Huaxia Fund's prospects for knowledge management construction in the future?
A: Huaxia Fund is a company established based on investment, needing to process a large amount of information, including market trends, policy changes, individual stock fluctuations, hot events, etc., and the foundation for processing lies in our knowledge management and innovation. In the future, there is huge development space in intelligent applications such as intelligent diagnosis, intelligent product recommendations, and intelligent investment advisory.
Since 2007, Huaxia Fund has been in deep strategic cooperation with Microsoft Research Asia. We have already started using AI for investment experiments and have achieved good excess returns. We believe that AI-based fund products will soon emerge.
In wealth planning, the previously mentioned Charlie Smart Investment can provide investment advice, but holders may not be able to accurately judge when to enter or exit, or may find it difficult to constantly monitor the market and handle massive data, which are all strengths of AI. AI has top-notch data processing capabilities, can continuously learn and improve, surpassing emotional issues such as greed and fear, and make objective investment judgments.
We expect Charlie to do more for holders, including monitoring market changes 24/7, collecting data to analyze portfolio situations, and proactively making timely investment adjustments with authorization, becoming a true financial exclusive steward.
In terms of services, we hope to further enhance the convenience and professionalism of intelligent services through advanced technology. For example, customers can quickly authenticate and query accounts or handle business through facial recognition or voiceprint recognition; our intelligent customer service and AI investment systems can also connect with each other, providing information on market trends, fund product operations, customer emotions, and public opinion judgments, achieving a positive cycle of cross-category knowledge.
The China MIKE Awards have so far unearthed nearly a hundred outstanding knowledge management and innovation management organizations, some of which have rushed out of the country and won the global MIKE Awards.
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