Gems of Knowledge Management success stories

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In these budget-constrained, uncertain economic times, KM practitioners need to be able to show the business value that knowledge sharing and reuse bring to their organizations.
Most businesses use measures to develop metrics that show performance or effort.
Measures outline the information or data a company or person wants to gather (for example, customer satisfaction, productivity of workers, or cost savings).
Many organizations have turned to storytelling and circumstantial success stories to show the value of the investments made in KM

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Gems of Knowledge Management success stories

  1. 1. Gems of KM success stories –Story TellingEnamul HaqueSenior process manager, Knowledge ManagementNokia 1
  2. 2. Why storytelling is needed? • In these budget-constrained, uncertain economic times, KM practitioners need to be able to show the business value that knowledge sharing and reuse bring to their organizations. • Most businesses use measures to develop metrics that show performance or effort. • Measures outline the information or data a company or person wants to gather (for example, customer satisfaction, productivity of workers, or cost savings). • Many organizations have turned to storytelling and circumstantial success stories to show the value of the investments made in KM2
  3. 3. Patterns in storytelling – old way3
  4. 4. Patterns in storytelling – better way4
  5. 5. Recap – KM: The ages of Man5
  6. 6. The knowledge age The late 20th century was a period of major social, economic and political changes. It was also a time in which there were big changes in knowledge – in how people see knowledge and how they use it. This period is now widely known as the beginning of the Knowledge Age – to distinguish it from the Industrial Age. The Knowledge Age is a new, advanced form of capitalism in which knowledge and ideas are the main source of economic growth (more important than land, labor, money, or other ‘tangible resources).6
  7. 7. Invent when needed… But don’t reinvent the wheel! A product was born to compliment the knowledge age7
  8. 8. Pioneers in KM – THE WORLD BANKWorld Bank’s KM is long story“Knowledge for Development(K4D)” – world’s firstknowledge bank, initiativedates 1996. The bank’sambitious goal – to be asource and conduit ofessential knowledge for thedeveloping world. They alsocreate the “Framework for aKnowledge-based Economy”.Concept followed by manyothers. WB is certainly aninspirational example and abig initiative of KM concept.MORE INFO8
  9. 9. Pioneers in KM - NASA Knowledge Management at NASA Knowledge management is getting the right information to the right people at the right time, and helping people create knowledge and share and act upon information in ways that will measurably improve the performance of an organization and its partners. Why is Knowledge Management critical to NASA? • The Agency is constantly challenged to document and integrate its lessons to effectively manage the risk involved in space exploration and human space flight. • By its nature, NASAs employees have specialized knowledge. • Our goal is to share knowledge with each other and with the public. • To ensure safe flight and respond to issues raised by the Columbia Accident Investigation Board (CAIB). • The workforce in the Agency is aging, and it is essential that critical knowledge be captured and retained for future reuse. 9
  10. 10. KM in NASA 10
  11. 11. NASA KM roadmap 11
  12. 12. Gems of KM success stories – 1/4 12
  13. 13. Gems of KM success stories – 2/4Gems of KM success stories – 2/4 13
  14. 14. Gems of KM success stories – 3/4 14
  15. 15. Gems of KM success stories – 4/4 15
  16. 16. KM recognition by the UN In category 4 “Advancing in Knowledge Management in Government” – 1st In 2010, United Nations (UN) starts award was given to Australia for knowledge network in National blood authority, 2nd place went to Japan for Innovation "SAGA" Project -Saga a public service award in Prefectural Government. Oman receives this award for KM implementation Hospital Information System (Ministry of Health) and Bahrain for success of Knowledge management. KM in National Enterprise Architecture Framework (e-Government Authority, Kingdom of Bahrain). 16
  17. 17. FBIs Approach to Knowledge Management G. (Gurvais) Clayton Grigg, a special agent with the FBI since 1997 and chief knowledge officer for almost six years, discusses the agencys approach to knowledge management. In a session at the 2012 KMWorld Conference, Grigg says KM is all about outcomes, which for the FBI involves: keeping people safe, preventing bad things from happening and finding out about those that did."Its great tohelp people find KM is all about improving performance, according todata, but its Grigg. He asked audience members what they wouldeven better to do if they wanted to know something: query ahelp people find database or ask someone who knows? The majority ofpeople who people always respond that they would turn toknow the data," someone they know, he says. Yet, organizations oftenGrigg says. look to buying technology instead of investing in helping people find the people who have the 17 knowledge they need.
  18. 18. Finger prints analysis – Then and NOW Lots of manual work to find Criminal data Smart search query to being needed data in seconds 18
  19. 19. Criminal records – then and now Criminal data manuscript Electronic data warehousing – the FBI knowledge Bank 19
  20. 20. Information gathering Mobile phones used to get data Query being made in knowledgebase 20
  21. 21. More gluing facts on KM• Around 80% of the companies mentioned in Fortune magazine have a staff assigned to KM activities.• After the implantation of KM programs, Ford Motor Company saved U$ 914 million.• About 95% of the CEO’s that were questioned in Davos during the World Economy Forum asserted that KM is a critical factor in an organization’s success.• HP has 26,000 solutions in knowledgebase – 25,000 directly available to customers. 80% self-service success rate and positive customer feedback!• With a knowledge management history that dates to 1994, IBM certainly qualifies as an early adopter.• After the implementation of KM, Legato Support Services, IT Self-Help deflected 25% of calls from the support center. Customers who solve 90% of their issues with self-service will open far fewer support incidents. 21
  22. 22. Service desk support & the knowledge stream Incidents and problems are the most visible signs of service desk activity – KM eliminates the escalation at the root Today KM is the only recognized methodology that makes this complex dilemma relieved.
  23. 23. Product life-cycle and knowledge management A centralized repository of knowledge in product life- K M cycle mgmt. helps to stop re-inventing the wheel K K K M M M K M K K M K M M K M K M K M K M K K K M M M
  24. 24. Research resourceacknowledgementNASAWorld BankAPQCKM WorldIBMHP

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