Measuring the Impact of KM
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KM Chicago (June, 2009)
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Measuring the Impact of KM
- 1. Measuring the Impact of Knowledge Management (KM) Steve Kaukonen - Accenture Chicago KM Community, June 9 th , 2009
- 5. KM ‘Organization’ at Accenture Copyright © 2008 Accenture All Rights Reserved. Technology Accenture Learning KM Services Capability Development CIO (including Tech Labs) Asset Development Strategy Content People/Skills Research Global KM
- 7. KM Measurement Framework (V-model applied to KM) Copyright © 2008 Accenture All Rights Reserved.
- 8. Reporting Capabilities Copyright © 2008 Accenture All Rights Reserved. End User Input (i.e. Site/ Document Embedded Feedback, Surveys Transaction Reporting Capabilities Integration of systems/cost data
- 10. Copyright © 2008 Accenture All Rights Reserved. ROI for Knowledge Management
- 14. Return on investment (ROI) - Time Savings Copyright © 2008 Accenture All Rights Reserved.
- 16. Key Metrics Copyright © 2008 Accenture All Rights Reserved. *Sample figures due to sensitivity of data Key Impact Metrics* Level FIND useful information as a result of KX 78% 2 APPLY information found through KX to work 75% 3 Build business NETWORK through KX 28% 4 SAVE TIME as a result of KX 67% 4 Increased QUALITY of work as a result of KX 55% 4 Overall SATISFACTION with KX % 80% 1-3 Overall SATISFACTION with KX, mean 4.19 1-3
- 18. ROI Summary* Copyright © 2008 Accenture All Rights Reserved. *Sample figures due to sensitivity of cost information
- 19. Applying Sample to Population for ROI Copyright © 2008 Accenture All Rights Reserved. 3,294 Sample Size 626 – Never Accessed the KX – No Benefit 1904 – Accessed the KX, but did not respond to survey – No Benefit 387 – Accessed the KX, Responded to Survey, indicated 0 time savings – No Benefit 388 (11.7%) – Accessed the KX, Responded to Survey, indicated ‘x’ time savings – Benefit Only 14,841 (11.7%) Benefit 111,159 Employees No Benefit 126,000 Target Population of the KX
- 20. Overall ROI for the Knowledge Exchange Copyright © 2008 Accenture All Rights Reserved. ROI, based on time savings attributable to the Knowledge Exchange For every $1.00 spent, we see a benefit of $25.06 ROI minimum estimate (based on "least" time savings estimate) ROI maximum estimate (based on "most" time saved estimate) ROI (based on “average” time savings attributable to KX)
Editor's Notes
- Focus on one component of Knowledge Management – Knowledge Exchange Short, efficient, with minimal impact on employees Short survey Use branching logic to ask relevant questions Strategic random sampling Sampling across people and time Survey only KX users Sample without replacement (no one is sampled twice) Report Key Metrics at each level Process should be generalizable to other KM initiatives (e.g. CoPs, other KM tools or systems) Credible process and metrics Conservative assumptions for ROI Fully-loaded costs of the KM solution Non-respondents assumed to have zero business impact Error of estimate considered for time savings estimates Scalable Minimize manual processes Continuous measurement model Provide standardized reporting for enterprise, and by group Provide time series and summary reports of impact and ROI Include qualitative data and follow-up strategy
- Methodology has potential for follow-up – Quality/Sales – Follow-up strategy