Key Performance Indicators (KPI’S) and Knowledge Management Kate Stanfield and James Mullan Knowledge Connections – February 2008

Why measure? Measuring and evaluating KM performance is an important process and can be used to serve a number of purposes including: Gathering evidence Monitoring progress Learning from past activities

Measuring and evaluating KM performance is an important process and can be used to serve a number of purposes including:

Gathering evidence

Monitoring progress

Learning from past activities

What do you need to think about? The intention and purpose of the measurement will affect the type of tool you use. There are a huge number of tools available including; Surveys Storytelling Activity Reports/Logs

The intention and purpose of the measurement will affect the type of tool you use.

There are a huge number of tools available including;

Surveys

Storytelling

Activity Reports/Logs

KP what? Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance KPIs are often used to apply “value” to difficult to measure activities

Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance

KPIs are often used to apply “value” to difficult to measure activities

Identifying KPI’s When identifying KPI's the acronym SMART is often applied. KPI's should be: Specific Measurable Achievable Result-oriented or Relevant Time-bound

When identifying KPI's the acronym SMART is often applied. KPI's should be:

Specific

Measurable

Achievable

Result-oriented or Relevant

Time-bound

KPI’s used in Knowledge Management KPI’s can be used in Knowledge Management to measure: The KM Programme (The overall effort within an organisation) KM Projects KM Activities (Knowledge Sharing) KM Systems (Search tools, Portals)

KPI’s can be used in Knowledge Management to measure:

The KM Programme (The overall effort within an organisation)

KM Projects

KM Activities (Knowledge Sharing)

KM Systems (Search tools, Portals)

KPI levels Organisation – strategic objectives Team – Linkage between strategic goals and key business activities Personal – Individual competencies matched to roles

Organisation – strategic objectives

Team – Linkage between strategic goals and key business activities

Personal – Individual competencies matched to roles

Example KPI’s KM Activities # of Knowledge Assets created KM Systems % of staff contributing documents % of staff accessing documents # of searches

KM Activities

# of Knowledge Assets created

KM Systems

% of staff contributing documents

% of staff accessing documents

# of searches

Give your metrics teeth! Tie in “what matters” to that audience: Financial results Appraisals Performance Name and shame!

Tie in “what matters” to that audience:

Financial results

Appraisals

Performance

Name and shame!

What is your experience?