Knowledge Management Overview

1

1.0

• Build capabilities to identify, acquire and share knowledge in a structured and repeatable way.

• Develop a culture of learning organisation.

ObjectivesWhat the project team plans to do

• Awareness of - - Knowledge already in Place

- Knowledge still missing- Knowledge Acquiring and

Distribution mechanism.• Repository of “Know how” and “Know

who”• KS Calanders• Thought leadership group which drives

learning organisation.

OutputsWhat the team delivers into the business

• Increased cross-pollination between work groups.

• Improve employee’s engagement with wing to wing understanding.

• Improve quality and productivity.• Continuity in times of attrition.

OutcomesWhat benefits the stakeholders derive from the outputs

1.Components

2. Activities

3.Influencing Variables

KM Framework

Knowledge Capture Knowledge DistributionI. Acquisition II. Creation III. Repository IV. Sharing V. Use VI. Evaluation Identify Knowledge and Develop methods to acquire.

Tacit to Explicit : Converting into tangible K-Base.

Archiving Knowledge Documents & Develop Usability.

Plan and Execute Knowledge Distribution – Multi Modal.

Design and promote usage How User Uses

Develop method to measure ROI - Helps course correction.

Influencing Variables Quality Of VariablesA) Task Classifying Organisational Tasks : Ambiguous, Interdependent Etc.

B) Structure Organisational .Structure : By Function , Extn. Teams Etc.

C) Leadership Performance measure, Planning and control etc.D) Culture Norms, Shared Values, Beliefs

E) People Training, Right Resourcing

F) Reward systems Recognition, Promotion

Tacit Knowledge : Brain dump, Skills Developed with Experience, Information not documented

Explicit Knowledge : Process Documents, Guides, References, MOMs, Update Decks, Project Artifacts etc.

The Framework

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1.1

Knowledge ComponentTransfer Acquisition Creation Repository Sharing Use Evaluation

Tacit to Tacit

Experience > Socializing> Learning by Observation

Identify “Know who”Create directory of “Know who”Leverage CoPs

Hard to ArchiveMostly “Brain Dump”

Conference, Interviews, CoPs, Rotation

Influenced by Culture

By Governance TeamRegular KS

People, Culture, Structure Task, Structure Leadership Structure,

Culture, R&RPeople, Culture Leadership

Tacit to Explicit

Observation > Hypothesis> Learning Docs

Identify “Know Who”Highlight Success

Capture Best Practice, Lessons learnt etc.

Paper, Write-ups in NLs, Blogs, SharePoint.

Communicate about write-ups.

Search articles/Docs as references

Participation by SMEsUsage Frequency

People, Culture, Structure, R&R People, R&R People,

Structure Leadership People, Culture

People, R&R, Leadership

Explicit to Tacit

Learning Docs>Socialize>Used for

Self Learning

Discover /Collate “know how”

Process Documents, DIY, Mails

SharePoint Library

Mandatory, Communication

Refer and Practice, Observe & do

Learning curve, Key man Coverage

People, Culture, Structure,

People, Task, Structure Task, Structure Structure,

Leadership People, Task Leadership

Explicit to Explicit

Unstructured>Method> Structured Explicit

Structured – Mostly available.Unstructured - Hunt

Archive unstructured resources

SharePoint LibraryTeam database

Selective Sharing – Unstructured

Connecting DotsFaster learning

Learning curve, Key man Coverage

Structure, Task, People People People,

Leadership Leadership People, Leadership Leadership

Knowledge Management Life Cycle

Tow

ards

Lear

ning

Org

aniz

ation

Initiated Yet to Start Concept

Execution Plan

3

1.2

Project Output Activity Example Artifact

Creating a Governance and Execution Team - Leadership

•Identify what is knowledge – what needs to be captured.•Identify who is the SME.•Develop a communication plan and massaging•Create a Reward and Recognition plan•Monitor usability and measure benefits

•Regular meeting of FT leads – sharing updates.•Core team to connect the dots reconcile with big picture. – Forum Specific only to discuss knowledge “needs” and where and how to hunt.

Project Plan for –•Repository•KS Sessions•Creating SME pool•KS Events

Creating the Repository •Develop Knowledge Infrastructure•Identify right repository platform – SharePoint, Share drive, Physical archiving.•Creating Document hierarchy•Create a “Know who” SME directory•“Bringing out” the unstructured Knowledge/information.

•Create a database within FT of “who knows what”•A directory of deliverables and artifacts with brief description which is user friendly Ex – PSC Decks, Status Updates, Report Inventories etc.•Ready to use templates structures for presentations /pitches.• Archive the 1-1 communications on mails which is not normally cascaded.

Knowledge Sharing Events •Create cross team projects.•Knowledge sharing sessions – Presentation in Town hall, Quizzes, Learning as fun.•Lending SMEs •Job Rotation

•Have write-up competitions - •Knowledge sharing sessions – Participation as per knowledge level.•Archiving session presentations in library•Cross team project or rotation to capture tacit knowledge.

KS calendar to be published and shared.

Competitions to ensure participation and make learning fun.

Developing SME as a Career Path

•Develop and groom individuals as SMEs•Recognize SMEs as Career

•SMEs in domains, skills need to be pooled and put on short term assignments with multiple teams – Consulting model. They evolve as carriers of knowledge between teams.

Concept

Compressed (zipped) Folder

KnowledgeBase.zip