Presentation to the Chicago KM Forum 2/7/11 on the process of the Knowledge Jam, and its three disciplines of facilitation, conversation, and translation. Also discusses when to use the Knowledge Jam.
Corporate Profile 47Billion Information Technology
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Knowledge jam for chicago km 110208
1. Sharing Hidden Know-How
Knowledge Jam Concepts for Chicago KM
February 8, 2011 Organizations miss innovation opportunities, waste resources,
and put their businesses at risk because they fail to take
advantage of the hidden, or âtacitâ knowledge in their own
networks. Even where they try, failure often results as well-
intentioned people donât capture the right knowledge, or donât
Kate Pugh capture enough nuance to make it actionable elsewhere.
Knowledge Jam is a novel process for getting out and
Align Consulting circulating insight. It stands apart because it is facilitated,
collective, and intentionally shares the responsibility for applying
katepugh@alum.mit.edu the captured knowledge, leveraging Web 2.0 and Enterprise 2.0.
In this session we describe the process, introduce the roles of
the key players, and discuss case studies
.
Look for Sharing Hidden Know-How on bookshelves late March!
Knowledge Jam for Chicago KM 110208 1
2. Topics
⢠Whatâs not working?
⢠Whatâs Knowledge Jam?
⢠Case Studies
⢠Discussion
Knowledge Jam for Chicago KM 110208 2
3. If KM is âlevering knowledge for business
value,â whatâs holding us back?
Knowledge Knowledge Knowledge
âBlind Spotsâ âMismatchesâ âJailsâ
Knowledge Jam for Chicago KM 110208
3
4. We waste time âgetting outâ hidden
knowledge
Simple calcs:
5-15 business
days elapsed
â˘$200/hr,
â˘10hrs/interaction,
â˘10 interactions/yr
$200 x 100 x 84%
= $16,800/year
one typical
employee spends
in these time-sinks
annually
Source: Laurence Prusak and Al Jacobson, âThe Cost of Knowledge,â Harvard Business Review, November, 2006, Reprint F0611H)
Knowledge Jam for Motorola IT110207 4
5. What is a âKnowledge Jamâ?
A formal process for bringing out know-how via
a facilitated conversation between knowers
and seekers, with a built-in step to circulate or
âtranslateâ
what was
learned.
Facilitation
Conversation Translation
Knowledge Jam for Chicago KM 110208 5
6. Key interactions in a Knowledge Jam
3. Discover/
1. Select 2. Plan 4. Broker 5. Reuse
Capture
Scope, Get partici- Facilitate Translate and Apply and
Sponsor pants, topics conversation circulate measure
1.) âSubjectâ 2.) âTopicâ (Agenda) 5.) 90 minute 6.) Broker 8.) Sponsor and
Selection Planning Event Discover/ Meeting(s) Broker Meeting(s)
Meeting Capture about âstickiness,â
3.) Broker and Event(s) 7.) Web 2.0 impact
Originator interviews Forums, links,
alerts
4.) Core team Final
Meeting
(âChoreographyâ)
Knowledge Jam for Chicago KM 110208 6
7. Who Participates in a Knowledge Jam?
⢠Knowledge Originators
⢠Knowledge Brokers
⢠Facilitator
⢠Sponsor (optional)
⢠Champion (optional)
Knowledge Jam for Chicago KM 110208 77
8. Facilitation [H]
Conversation [M]
Translation [L]
1. Select
Knowledge Impact KJ Feasibility
⢠Improve efficiency? ⢠Participants available?
⢠Single points of failure? (Stand-in available?)
⢠Product/mkt innovation? ⢠Participants ready?
⢠Job satisfaction? ⢠Facilitator available?
⢠Originators leaving/moving? ⢠Knowledge is accessible?
⢠Surprisingly successful? ⢠Appropriate âcoverâ or safety?
⢠Surprisingly not? ⢠Knowledge absorption rate?
ď Portfolio of future Jams
Knowledge Jam for Chicago KM 110208 8
9. Facilitation [H]
Conversation [H]
Translation [M]
2. Plan
Topic/Agenda-Setting
Examples
⢠Content vs. Process
⢠Product vs. Program
⢠Market vs. Industry
⢠Upstream vs. Downstream
⢠Design vs. Execution
Knowledge Jam for Chicago KM 110208 9
10. Facilitation [H]
Conversation [M]
Translation [H]
3. Discover/Capture
Michael Wilkinsonâsâ generic information gathering moves:
Indirect Probeââ
Direct Probeââ And the reason
Why is that you did that is. . Tag Questionâ
important?â . .â âThatâs
important, isnât
it?â (warms
people up)
Prompt Questionââ Redirectâ
âWhat else
âGood point.
might come into
Can we put that
play?â
in the parking
Playbackâ
lot?â
âLet me try to
restate that. . . .â
Leading Questionâ
Floatââ
âAre there
solutions in the âWhat about. . . Thank You!
area of. . .?â ? What are the
benefits?â
Help brokers take the lead during such moves
Knowledge Jam for Chicago KM 110208 10
11. Facilitation [H]
3. Discover/Capture (contâd): Conversation [M]
Translation [H]
Sample Output
First Example of Wi-fi on Trains (Pilot at Intel)
Topic Comments Summary/Implications
What we planned in Originator 1: The project goal was to do wireless backhaul for all of the Available pole structure
the technical design proof of concept, but we found out that the 40-ft. masts were not for Wireless Backhaul
(compare to what usable. (Canât hang equipment from them.) We had to use other may be limited.
we got/surprises) assets. We added some separate poles.
Originator 2: Design goal was to have each rail car using Wi-Fi. A Overlapping Wi-Fi
stretch goal was overlapping coverage, so that riders could have coverage is limited by
access from adjacent cars if signal was disrupted. The BOM cars were train construction.
ok, but the Galley cars (mostly metal), were not ok.
What are Originator 1: Installation is a lot more complex than client execs Help client appreciate
installation thought: (1) on train: need adequate space; (2) within car: used AC installation complexity.
considerations power for the proof of concept, but would normally use DC (cleaner
(physical, power, power). We grabbed power off of a lighting circuit; (3) to the trackside:
thermal)? trackside backhaul to the network operating center (NOC).
Originator 2: Airflow and temperature are important in the train. Airflow and temperature
Originator 1: Antennas have to be rugged: This is a harsh environment Antenna ruggedness
(antenna lie flat on a metal roof in the hottest part of CA).
Originator 1: Vibration is a big issue on trains. Things come loose. Vibration tolerance
More along the right of way, ground moves with other passing
vehicles.
Originator 2: Support cannot be required: Thereâs no one on the train âSelf-healingâ
who can support this. The system needs to be self-diagnosing. requirement
Originator 1: Installation is a true âconstruction project.â We barely Construction
scratched the surface during the proof of concept. Itâs much more regulations
regulated in real life.
Knowledge Jam for Chicago KM 110208 11
12. Facilitation [L]
Conversation [M]
Translation [H]
4. Broker
Brokersâ roles
⢠Knowing / Representing
the Knowledge-Customer
or âSeekerâ
⢠Transforming Content
⢠Promoting Translated
Knowledge
⢠Handling Knowledge
perish-ability
⢠Being a change agent!
Knowledge Jam for Chicago KM 110208 12
13. 5. Reuse
Production Facility Benefits (Costs), in thousands (KJ Planner and Seeking Org team up
to create something like this) [Illustrative]
Results from
Results from Knowledge Jam-
Typical Scrap Informed Scrap
Improvement Improvement
Cycle Cycle
Investment
Knowledge Jam related (0) (20)
(participantsâ time through the KJ cycle, Jam-related collaboration
technology improvements)
Seeker organization (50) (100)
(design and tests of new formulations and new materials handing;
adjustments to process and machinery for materials preparations,
tolerances, temperatures; training)
Subtotal, Investment (50) (120)
First Year Contribution to Margin
Materials and Scrap, net 100 300
Production Labor, net 50 100
Maintenance labor and equipment, net 50 100
Subtotal, Contribution to Margin 200 500
Total Year 1 Benefits $150 $380
Knowledge Jam for Chicago KM 110208 13
14. Deep Dive: Facilitation
⢠Prioritizes 2
1
⢠Coordinates Facilitate
Discover/Capture
⢠Sets Tone 3
Event
⢠Convenes Participate in Project
or knowledge
Bring in Knowledge
Brokers from other
domain âPortfolioâ
teams; Plan Topics
⢠Presides discussions; Select
projects to Jam;
with Originators,
Brokers
⢠Models
⢠Probes 4a 4b
âOscar The Facilitatorâ
⢠Captures
Assist brokers in Carry
⢠Summarizes translating new
knowledge
knowledge to
other teams
⢠Nudges
⢠Measures
Knowledge Jam for Chicago KM 110208 14
15. Deep Dive: Conversation
1. Posture of Openness
Glen Honor & Respect
Beck!
Robert Paul
Reich! Krugman!
2. Pursuit of Diversity
Voice
Sense of agency or authority
(opposite: Idolatry)
Sara Gwen
Palin! Stefani!
Suspension Listening
Not judging Not assuming
(opposite: Certainty ) (opposite: Abstraction
3. Practices of Dialogue Respect
Appreciating what is
(opposite: Violence)
Knowledge Jam for Motorola IT110207 15
16. Deep Dive: Translation
Type of Knowledge Brokering Vehicle
Seeker Profile (illustrative) Brokered Form (illustrative)
(illustrative) (illustrative)
Process, e.g., how we Another region or A process flow, e.g., Plant engineering toolsâ
ramped up a fabrication division planning to with process step process flow, video
plant build a fab annotation
Product, e.g., how we Another product team Definitions of features, Product strategy
defined a product map building a similar feature prioritization, presentations
product template
Market, e.g., how our Customer Service Sales log, âtrial offerâ Customer Service
target customer organization evaluating notes and anecdotes Representative (CSR)
segment responded to staffing levels screens incorporating
an offer segment-related
business intelligence
Program, e.g., how we Another school district Annotated curriculum, Online district-wide
taught our special educating Special lesson plans, video sample curriculums,
needs kids math Needs teacher training
resources
Organization, e.g., how Change management Stakeholder matrix, Online transition kits
we managed internal teams for a organization plan,
stakeholders during a restructuring in another message samples,
restructuring division reflections
Knowledge Jam for Chicago KM 110208 16
18. Case Studies
Bioproducts Research Healthcare Quality Imp.
Once NSF funding was An average of 1 year for team
exhausted, must shift from ramp-up costs resources,
academic âinitiativeâ to multi- confidence, and lives. Yet,
party âinstituteâ for âpositive deviantâ hospital
commercialization. Teamâs teams had significantly lower
native market competencies âgelâ-time (integrate & practice
were not known, repeatable quality recommendations)
Knowledge Jam for Chicago KM 110208 18
19. Case Study: Biofuel/Bioproducts
Institute Knowledge Jam
⢠Situation: Energy research program
was shifting from academic âinitiativeâ
(NSF-funded) to âinstituteâ
⢠Burning Question: What can
we glean from first 3 years
of running the initiative to âhit
the ground runningâ with the institute
⢠Select/Plan before Knowledge Jam Event: 2.5 months
⢠Participants (~20): Chem engineers, chemists, sociologists,
economists, business sponsors, industry associations
⢠A Big Insight: Broadcast roadmaps (multi-dimensionally)
⢠Result: Well-prepared for Board (which approved), project
funding/staffing diversification
Knowledge Jam for Chicago KM 110208 19
20. Case Study: Healthcare Quality Non-Profit
Knowledge Jam
⢠Situation: Need to accelerate hospital teamsâ time to âgelâ
(integrate & practice quality steps)
⢠Burning Question: Whatâs âgellingâ? What helps? Hinders?
⢠Select/Plan before Knowledge Jam Event: 4 months
⢠Participants (~10): Nurses, Doctors,
quality program mgrs, faculty, non-
profitâs program designers
⢠A Big Insight: Must âgelâ intentionally
(process, people, technique), but
informal storytelling sticks
⢠Result: âGellingâ added to org-wide
design model
Knowledge Jam for Chicago KM 110208 20
22. Comparing Knowledge Jam to Other
Capture-Transfer Methods
Organizational Learning Collaboration Technology Translation
After Action Review IBM Innovation Search/Alerts
Jamâ˘
Mentoring Peer Assist
Discussion Forums
Wikis Knowledge
Jam
Instructional
Community of Design
Practice
Conversation Intelligence Acquisition
Reporting Interview
Appreciative Inquiry
Knowledge Harvesting
Individual Journaling or Facilitation
Procedure Writing
(not in graphic)
Knowledge Jam 22
23. Sample Subjects
ďź Accelerating Product, Market and Segment
Innovations
ďź Maximizing Combined Knowledge in Mergers
Restructurings
ďź Offshoring and Outsourcing
ďź Overcoming Info-Glut / Jumpstarting Social
Media initiatives
ďź Smoothing Executive Transitions
ďź Smoothing Team Transitions
ďź Tapping Into Sales insights
Knowledge Jam for Chicago KM 110208 23
24. What resonates for you?
1. Where are you seeing facilitation work in a way that
zeroes in on tacit knowledge?
2. Where are conversations
getting out the important
context? Online? Real-time?
3. Do you have a translation
role? Is it a human?
A subscription?
Knowledge Jam for Chicago KM 110208 24
26. Kate Pugh, AlignConsulting
⢠Kate has 16 years of consulting and seven years of industry
experience. She held leadership positions with Intel
Corporation, JPMorgan, and Fidelity. Kate helped run Intel
Solution Servicesâ Knowledge and Process Mgt Group, led
Fidelity Personal and Workplace Investments KM program,
and initiated and ran the JPMorganChaseâs Finance Portal
Program.
⢠Kate has extensive experience with MS SharePoint, Social
media, database and collaboration tools. She has
(co)designed and managed three major MS SharePoint
initiatives. She has also helped launch and/or run over 20
communities of practice, including Intelâs award-winning
Enterprise Architectsâ community.
⢠Kate has an MS/MBA from MIT Sloan, a BA in Economics from Williams College, and
certificates in Dialogue, Facilitation, Mediation, Project Mgt., and LEAN Six Sigma.
⢠Kate is authoring a book Sharing Hidden Know-How (Jossey-Bass, 2011). She has
published in Harvard Business Review, NASA Ask Magazine, The European American
Business Journal, and InPharmation.
Knowledge Jam for Chicago KM 110208 26
27. Some Reading*
⢠Sharing Hidden Know-How (Jossey-Bass, March
2011)
http://www.wiley.com/WileyCDA/WileyTitle/produc
tCd-0470876816,descCd-description.html
⢠âDonât Just Capture Knowledge â Put It to Work,â
Katrina Pugh and Nancy M. Dixon, Harvard
Business Review, May 2008.
http://hbr.harvardbusiness.org/2008/05/dont-just-
capture-knowledge-put-it-to-work/ar/1
⢠âKnowledge Harvesting Project Knowledge,â
Nancy M. Dixon and Kate Pugh, NASA ASK
Magazine, Spring 2008.
http://askmagazine.nasa.gov/pdf/pdf_whole/NAS
A_APPEL_ASK_30_Spring_2008.pdf NASA Ask Magazine
⢠Sustainable Communities: To 10 CSFs for
Keeping the Faith, July 19, 2010
http://synch.rono.us/social/blog.nsf/dx/071920100
91946AMSLIHMX.htm
*Now using âJamâ term instead of âHarvestingâ
Knowledge Jam for Chicago KM 110208 27