Hawkesbury Institute for the Environment Success Showcase Quarter One 2015
Strategies for Knowledge Management Success SCP Best Practices Showcase March 18, 2004.
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Transcript of Strategies for Knowledge Management Success SCP Best Practices Showcase March 18, 2004.
Strategies for Strategies for Knowledge Knowledge
Management SuccessManagement Success
SCP Best Practices ShowcaseSCP Best Practices ShowcaseMarch 18, 2004March 18, 2004
AgendaAgenda
Intentional Knowledge ManagementIntentional Knowledge Management Getting from here to thereGetting from here to there Knowledge Workshop (Education)Knowledge Workshop (Education) Knowledge Certification Knowledge Certification
(Accountability)(Accountability) Counting the costCounting the cost
Intentional Knowledge Intentional Knowledge ManagementManagement
Knowledge Management TruthsKnowledge Management Truths Knowledge is the product of the support Knowledge is the product of the support
centercenter Managing knowledge is not a “nice to do” Managing knowledge is not a “nice to do”
thing but a “need to do” thingthing but a “need to do” thing Bandwidth to do knowledge work will be Bandwidth to do knowledge work will be
limitedlimited It is critical to use that time wisely (all It is critical to use that time wisely (all
knowledge creation work must add value)knowledge creation work must add value) You have to have a planYou have to have a plan
Knowledge Initiative OverviewKnowledge Initiative Overview
Knowledge Initiative Vision:Knowledge Initiative Vision:
The core work of the support center is the capture and The core work of the support center is the capture and re-use of knowledge to promote achievement of the re-use of knowledge to promote achievement of the company’s key goals. company’s key goals.
Program Objectives:Program Objectives: Drive business transformation from case-centered to Drive business transformation from case-centered to
knowledge-centeredknowledge-centered Place focus on process change instead of tool Place focus on process change instead of tool
implementationimplementation Engage all levels of the Support organizationEngage all levels of the Support organization Increase the likelihood of a sustainable knowledge effortIncrease the likelihood of a sustainable knowledge effort Promote consistency in processes, content and standardsPromote consistency in processes, content and standards Provide a standard measure for groups wanting to share Provide a standard measure for groups wanting to share
knowledge with customersknowledge with customers Provide accountabilityProvide accountability Certify the processes and content quality independent of the Certify the processes and content quality independent of the
tooltool
Knowledge Initiative PhasesKnowledge Initiative Phases
Planning for the Planning for the InitiativeInitiative
Knowledge Champion Knowledge Champion appointedappointed
Workshop attendance Workshop attendance Workshop deliverable Workshop deliverable
completioncompletion
Initiative kick-off heldInitiative kick-off held Workshop deliverables Workshop deliverables
executedexecuted Process and tool training Process and tool training
provided to Center provided to Center employees employees
Knowledge content Knowledge content building beginsbuilding begins
Process and tool Process and tool adoptionadoption
Regular use of Regular use of knowledge baseknowledge base
Many knowledge Many knowledge contributorscontributors
High quality of contentHigh quality of content Efficient review processEfficient review process
Continuous enhancement/ Continuous enhancement/ improvementimprovement
Rollout to customersRollout to customers Maintenance to ensure up-Maintenance to ensure up-
to-date and relevant to-date and relevant knowledgeknowledge
Use of product and customer Use of product and customer information gatheredinformation gathered
FoundationFoundation
BuildingBuilding
InternalInternal
PreparationPreparationValidationValidation
MaintenanceMaintenance
& Customer& Customer
AccessAccess
What to ExpectWhat to Expect
Level II
Level III
“Go Live” External
“Go Live” Internal
Pre-Workshop
Deliverables
Kick-off, PM Process
Training, Build and Audit
Assessment, Support &
Audit
KnowledgeKnowledge InitiativeInitiativeProcessProcess
7-14 Months7-14 Months
Secondary Training
Customer Access Prep
Level I
Workshop
Objectives:Objectives:
Process ChangesProcess Changes
Cultural ChangesCultural Changes
Business TransformationBusiness Transformation
TrainingTraining
30 – 60 Days
2-4 months
3-6 months
1-2 months
1 – 2 Weeks
Critical Success FactorsCritical Success Factors
ManagementManagement Clearly understand and communicate the benefits – Clearly understand and communicate the benefits –
eliminate/prevent misconceptions at the start eliminate/prevent misconceptions at the start Making decisions based on business objectives, not Making decisions based on business objectives, not
just technologyjust technology Maintain a long-term perspectiveMaintain a long-term perspective Establish a supportive performance management Establish a supportive performance management
systemsystem Develop and Develop and sustainsustain management buy-in and support management buy-in and support
at all levelsat all levels
WorkflowWorkflow Focused resources Focused resources Establish a cultural changeEstablish a cultural change Integrate knowledge activities as part of the core Integrate knowledge activities as part of the core
workflow workflow Focus on quality – the effort has to add valueFocus on quality – the effort has to add value Demonstrate and celebrate successDemonstrate and celebrate success
The Knowledge WorkshopThe Knowledge Workshop
Purpose Purpose Educate our Knowledge leaders regarding:Educate our Knowledge leaders regarding:
– What What we need to dowe need to do– Why Why we need to do itwe need to do it– HowHow we will do it we will do it– How to How to Measure SuccessMeasure Success– Who Who will do itwill do it
Provide focused time to develop plansProvide focused time to develop plans
AudienceAudience Support managersSupport managers Knowledge championsKnowledge champions
Transforming the BusinessTransforming the Business
Support strategies have evolved to improve customer service, Support strategies have evolved to improve customer service, employee satisfaction and company performanceemployee satisfaction and company performance
Successful support strategies require effective development and Successful support strategies require effective development and transfer of useful knowledgetransfer of useful knowledge
The knowledge solution becomes the point of leverageThe knowledge solution becomes the point of leverage
KnowledgeKnowledge is the common denominator. Solutions is the common denominator. Solutions are the main unit of value for the organization.are the main unit of value for the organization.
Focusing on knowledge requires a fundamental change in how Focusing on knowledge requires a fundamental change in how we work – it requires a business transformation to be we work – it requires a business transformation to be
successful.successful.
Knowledge Workshop Knowledge Workshop DeliverablesDeliverables
• Knowledge StrategyKnowledge Strategy• Risks/Obstacles Action PlanRisks/Obstacles Action Plan• Process Flow DiagramProcess Flow Diagram• Resource Identification and Resource Identification and
Transition Plan Transition Plan • Stakeholder Analysis and PlanStakeholder Analysis and Plan• Training Plan/MatrixTraining Plan/Matrix• Knowledge Domain AnalysisKnowledge Domain Analysis• Measurement PlanMeasurement Plan• Incentive PlanIncentive Plan• Communication PlanCommunication Plan• Implementation PlanImplementation Plan• Next Steps Four-Week Action Next Steps Four-Week Action
Plan Plan
Workshop Deliverable Workshop Deliverable DefinitionsDefinitions
Knowledge StrategyKnowledge Strategy – – Defines the vision, goals and Defines the vision, goals and objectives of the Knowledge Initiative (KI) for the organization.objectives of the Knowledge Initiative (KI) for the organization.
Risks/Obstacles Risks/Obstacles – – Defines what could go wrong and what Defines what could go wrong and what obstacles may arise. It also outlines preventative actions for the obstacles may arise. It also outlines preventative actions for the risks and contingency plans in case something does go wrong.risks and contingency plans in case something does go wrong.
Integrated Process Flow Integrated Process Flow – – Defines how the KM process will Defines how the KM process will be incorporated into current operating processes and procedures.be incorporated into current operating processes and procedures.
Resource Identification Resource Identification - - Identifies who will fill the major Identifies who will fill the major knowledge worker roles and outlines the plan for transitioning knowledge worker roles and outlines the plan for transitioning their current responsibilities.their current responsibilities.
Stakeholder AnalysisStakeholder Analysis – Identifies groups and individuals who – Identifies groups and individuals who will be impacted by the KI and the communication efforts required will be impacted by the KI and the communication efforts required for each.for each.
Workshop Deliverable Workshop Deliverable DefinitionsDefinitions
Training Plan Training Plan -- Defines what training will be conducted, who will Defines what training will be conducted, who will attend and how it will be delivered.attend and how it will be delivered.
Knowledge Domain Analysis Knowledge Domain Analysis – Defines the plan of attack for – Defines the plan of attack for building knowledge.building knowledge.
Measurement Plan Measurement Plan – Defines how the progress and success of – Defines how the progress and success of the KI will be assessed.the KI will be assessed.
Incentive PlanIncentive Plan – Outlines the incentives and rewards that may be – Outlines the incentives and rewards that may be used to promote buy-in to the business transformation being made.used to promote buy-in to the business transformation being made.
Communication Plan Communication Plan – Outlines initial communications for the – Outlines initial communications for the KI.KI.
Implementation PlanImplementation Plan – The plan detailing tasks, resources, – The plan detailing tasks, resources, milestones and deadlines for accomplishing the KI objectives.milestones and deadlines for accomplishing the KI objectives.
Next Steps Action Plan Next Steps Action Plan – The plan of activities for the next 4 – The plan of activities for the next 4 weeks for the Knowledge Champion and support center manager.weeks for the Knowledge Champion and support center manager.
Knowledge StrategyKnowledge Strategy
Purpose: Purpose:
To define what the future will look like with a knowledge-To define what the future will look like with a knowledge-centered support organization and how it supports centered support organization and how it supports achievement of your organization’s strategic objectives.achievement of your organization’s strategic objectives.
Objectives: Objectives: Ties Knowledge Management to strategic goalsTies Knowledge Management to strategic goals Defines a vision of the future and the goals to be achievedDefines a vision of the future and the goals to be achieved Serves as a basis for communicating the need for changeServes as a basis for communicating the need for change Provides a method for measuring successProvides a method for measuring success Provides a basis for project planningProvides a basis for project planning
Knowledge StrategyKnowledge Strategy
Knowledge Strategy Elements:Knowledge Strategy Elements:
Support Mission and VisionSupport Mission and Vision – what Support is here to do – what Support is here to do and what it wants to achieve in the futureand what it wants to achieve in the future
Vision – Vision – where we want to go, what we want to be, what where we want to go, what we want to be, what we want to achieve, what our future looks likewe want to achieve, what our future looks like
Strategic Objectives – Strategic Objectives – the specific results we plan to the specific results we plan to achieve through the Knowledge Initiative; should be clearly achieve through the Knowledge Initiative; should be clearly linked to organizational goalslinked to organizational goals
Benefits – Benefits – how achievement of the Knowledge Initiative how achievement of the Knowledge Initiative vision and objectives will help us - both as an organization vision and objectives will help us - both as an organization and as individualsand as individuals
Key Performance Indicators – Key Performance Indicators – what will tell us we are what will tell us we are achieving our strategic objectivesachieving our strategic objectives
Critical Processes – Critical Processes – major high-level activities that must major high-level activities that must be accomplished in order to achieve the strategic objectivebe accomplished in order to achieve the strategic objective
Knowledge Domain AnalysisKnowledge Domain Analysis
An analysis of the knowledge needs of the An analysis of the knowledge needs of the organization.organization.
Includes:Includes: Assessing knowledge strength and weaknessesAssessing knowledge strength and weaknesses Identifying where knowledge currently residesIdentifying where knowledge currently resides Determine what knowledge needs to be built whenDetermine what knowledge needs to be built when
– Assess criticality/impactAssess criticality/impact
– Volume of related casesVolume of related cases
– ComplexityComplexity
– PriorityPriority
Results in a plan of attack for building knowledge and Results in a plan of attack for building knowledge and making the most of your knowledge resources.making the most of your knowledge resources.
An on-going, continual process.An on-going, continual process.
Knowledge CertificationKnowledge Certification
Knowledge Initiative Vision:Knowledge Initiative Vision: The core work of the support center is the capture and The core work of the support center is the capture and re-use of knowledge to promote achievement of the re-use of knowledge to promote achievement of the company’s key goals.company’s key goals.
Program Objectives:Program Objectives: Drive business transformation from call-centered to Drive business transformation from call-centered to
knowledge-centeredknowledge-centered Place focus on process change instead of tool implementationPlace focus on process change instead of tool implementation Engage all levels of the Support organizationEngage all levels of the Support organization Increase the likelihood of a sustainable knowledge effortIncrease the likelihood of a sustainable knowledge effort Promote consistency in processes, content and standardsPromote consistency in processes, content and standards Provide a standard measure for groups wanting to share Provide a standard measure for groups wanting to share
knowledge with customersknowledge with customers Provide accountabilityProvide accountability Certify the processes and content quality independent of the Certify the processes and content quality independent of the
tooltool
Knowledge Certification Knowledge Certification ProcessProcess
Level I CertificationLevel I Certification
– – Foundation BuildingFoundation Building
Level II CertificationLevel II Certification
– – Internal Preparation Internal Preparation
Level III CertificationLevel III Certification
– – Validation Validation
Level IV CertificationLevel IV Certification
- Maintenance- Maintenance
Knowledge Certification Knowledge Certification ProcessProcess
Level I CertificationLevel I Certification – Foundation Building– Foundation Building
Objective: Objective: To ensure that all Support Centers are To ensure that all Support Centers are fully preparedfully prepared to succeed prior to formally to succeed prior to formally launching the Knowledge Initiativelaunching the Knowledge Initiative
Certification Elements:Certification Elements: Knowledge Champion appointedKnowledge Champion appointed Knowledge Workshop participationKnowledge Workshop participation Timely completion of Workshop deliverables Timely completion of Workshop deliverables Weekly Status Report completionWeekly Status Report completion
Knowledge Certification Knowledge Certification ProcessProcess
Level II CertificationLevel II Certification – Internal Preparation – Internal Preparation
Objective:Objective: To To validatevalidate that the Support Center is that the Support Center is fully preparedfully prepared to begin using the new processes to begin using the new processes and tool successfullyand tool successfully
Certification Elements:Certification Elements: Knowledge Initiative Kickoff Meeting is heldKnowledge Initiative Kickoff Meeting is held All Knowledge Workshop deliverables are All Knowledge Workshop deliverables are
executedexecuted Knowledge Training has been conducted for all Knowledge Training has been conducted for all
Knowledge WorkersKnowledge Workers Successful completion of content quality auditSuccessful completion of content quality audit
Knowledge Certification Knowledge Certification ProcessProcess
Level III CertificationLevel III Certification – Validation – Validation
Objective:Objective: To validate the To validate the adoptionadoption of the new of the new processes and tools by the Support Center and to processes and tools by the Support Center and to verify that the effort can be sustainedverify that the effort can be sustained
Certification Elements:Certification Elements: Successful completion of Knowledge Audit Successful completion of Knowledge Audit Survey of users shows positive perception of tools Survey of users shows positive perception of tools
& processes& processes Knowledge work has positively impacted 1-2 Knowledge work has positively impacted 1-2
targeted support metrics targeted support metrics
Knowledge Certification Knowledge Certification ProcessProcess
Level III Certification ElementsLevel III Certification Elements (cont) (cont)
Demonstrate that:Demonstrate that:• Knowledge is flowing into the system from a Knowledge is flowing into the system from a
variety of sourcesvariety of sources• Knowledge is being efficiently processedKnowledge is being efficiently processed• Knowledge is being used by a large majority of Knowledge is being used by a large majority of
the user populationthe user population• Knowledge workers have dedicated time for Knowledge workers have dedicated time for
knowledge workknowledge work• Knowledge work is not isolated to a low % of Knowledge work is not isolated to a low % of
Support Center staffSupport Center staff
Knowledge Certification Knowledge Certification ProcessProcess
Level IV Certification Level IV Certification – Maintenance– Maintenance
Objective: Objective: To ensure the knowledge content is To ensure the knowledge content is continually evaluated and continually evaluated and maintainsmaintains a high level a high level of quality and effectiveness.of quality and effectiveness.
Certification Elements:Certification Elements: Successful completion of Knowledge AuditSuccessful completion of Knowledge Audit Backlog of non-reviewed content meets standardsBacklog of non-reviewed content meets standards
Questions?Questions?
Thank you!Thank you!