A Knowledge Management Model and its Implementation Raul Garcia I.T. KM Engineer Pratt & Whitney Rocketdyne, Inc. March 2 nd , 2006

Agenda KM Model Benefits Knowledge Assets Roles And Responsibilities Product Life Cycle Culture Change Knowledge Management Life Cycle. KM Enablers Metrics Measuring KM Activity . Km Implementation Process

KM Model

Benefits

Knowledge Assets

Roles And Responsibilities

Product Life Cycle

Culture Change

Knowledge Management Life Cycle.

KM Enablers

Metrics Measuring KM Activity .

Km Implementation Process

Benefits KM Model Reduces Confusion Vocabulary Process Enablers Framework Magnifies Investment Of Resources People and Time Identifiable activities Reduces duplication Repeatable Process Teachable

KM Model Reduces Confusion

Vocabulary

Process

Enablers

Framework

Magnifies Investment Of Resources

People and Time

Identifiable activities

Reduces duplication

Repeatable Process

Teachable

Opportunity ! failure The Fog of KM Security access tacit knowledge Explicit knowledge solution problem product / service product life cycle customer IT training engineering operations human resources Scanning search communities of practice KM tools budget time person team reports video Intra/internet email databases

Knowledge Assets (KA) = People knowledge = Media-based Explicit Written down Tacit in People’s head Individuals Paper-based Multimedia Digitally-Indexed Digitally-Active Intellectual Property © ™ (sm) Patents Groups

Roles & Responsibilities Program / Product Function / Process Integrated Product Team (IPT) Customer Services ( IT, Facilities…) Suppliers / Vendors Product Life Cycle Seeker, Provider & Absorber Market | Proposal | Concept | Design/Analysis | Test | Production | Operations | Support | Deactivation

Program / Product

Function / Process

Integrated Product Team (IPT)

Customer

Services ( IT, Facilities…)

Suppliers / Vendors

Product Life Cycle

Seeker, Provider & Absorber

Culture Change Intrinsic What in it for Me (WIIFM) Extrinsic Learning Acceptance to the domain Increasing marketable skill set Absorber : absorbing knowledge while not seeking a solution Create a Legacy Satisfaction for contributing Recognition from others Appreciation from the company Provider : providing a solution Find solution for current need Recognition from others for solving problem Seeker : seeking a solution % Participation 25 50 75 100 Aware Wish Want Need Best practice Required Motivation Part of performance improvement plan Peer Pressure Absorber : absorbing knowledge while not seeking a solution Contributing to company value Required in process Customer requirement Part of performance improvement plan Salary plan Provider : providing a solution Save time finding a solution Save Money finding a solution Required in process Shared success Seeker : seeking a solution

Learning

Acceptance to the domain

Increasing marketable skill set

Create a Legacy

Satisfaction for contributing

Recognition from others

Appreciation from the company

Find solution for current need

Recognition from others for solving problem

Part of performance improvement plan

Peer Pressure

Contributing to company value

Required in process

Customer requirement

Part of performance improvement plan

Salary plan

Save time finding a solution

Save Money finding a solution

Required in process

Shared success

KM Life Cycle = Inventory all knowledge assets, people and media-based = Gathering info from people that know it & media that stores it = Arranging assets in a logical, searchable and usable format = Passing on the knowledge between people or systems = Using or sharing the knowledge to your benefit Map Capture Organize Transfer Utilize

Which Enabler to use? Map Organize Utilize Mapping Tool Capture Transfer Sharing Capturing Accessing Converting Map Knowledge Assets Priorities Plan

Sharing

Capturing

Accessing

Converting

Map Knowledge Assets

Priorities

Plan

KM “Transactions” The bridge between the problem you’re trying to solve and the selection of which KM enabler to use. Knowledge location Knowledge Required CONVERTING (organize & transfer) Web Sites Archiving Scanning Systems People People Mentorship SHARING (capture & transfer) Knowledge Share Fair Rotation Noon Seminars Training Media-based Media-based CAPTURING (capture & organize) AskMe Semantic search Library Tacit Knowledge Capture Computer-based training ACCESSING (transfer & utilize) AskMe Semantic search Library Tacit Knowledge Capture Computer-based training

Metrics Outcome, Output & System

Implementation Team level Domain Content & Context Product Life Cycle Knowledge Assets Roles & Responsibility KM Process & Need WIIFM Enterprise level Executive support KM Team & Partnerships Infrastructure (technology) Resources (people, $) Process WIIFM KM Model Provides a Framework

Team level

Domain Content & Context

Product Life Cycle

Knowledge Assets

Roles & Responsibility

KM Process & Need

WIIFM

Enterprise level

Executive support

KM Team & Partnerships

Infrastructure (technology)

Resources (people, $)

Process

WIIFM

Implementation Define customer need & process Train Customer on Solution Implement Solution Utilize KM Solution Start Measure Improvement Identify Corrective Solution (CS) Are expectations met? Yes No Stop Id additional KM needs Yes No Deploy Corrective Solution Map Knowledge Assets Leverage Knowledge Assets

Mapping & Transactions Map Organize Utilize Mapping Tool Capture Transfer Map Knowledge Assets Priorities Plan

Map Knowledge Assets

Priorities

Plan

Deploy Solution Train Customer on solution Training plan for selected enablers Invest in training Implement Solution Management support Culture sensitive Pilot, Proof of concept WIIFM (what’s in it for ME) Utilize solution Have expectations for use of solution Consistent and Persistent promotion Adapt as you go Integrated into Business Early adapters Communicate success An Art not a Science

Train Customer on solution

Training plan for selected enablers

Invest in training

Implement Solution

Management support

Culture sensitive

Pilot, Proof of concept

WIIFM (what’s in it for ME)

Utilize solution

Have expectations for use of solution

Consistent and Persistent promotion

Adapt as you go

Integrated into Business

Early adapters

Communicate success

An Art not a Science

Measure Improvement

Are expectations met? Expectations being met? Use metrics to measure progress System, Output & Outcome Identify Corrective Solution Awareness Training Cultural Time Deploy Corrective Solution Have expectations for use of solution Consistent and Persistent promotion Adapt as you go Budget Motivational Management “ My job” Monitor Needs Revaluate Customer Needs Promote Other Solutions Publish Successes Celebrate, Recognize and Reward

Expectations being met?

Use metrics to measure progress

System, Output & Outcome

Identify Corrective Solution

Awareness

Training

Cultural

Time

Deploy Corrective Solution

Have expectations for use of solution

Consistent and Persistent promotion

Adapt as you go

Budget

Motivational

Management

“ My job”

Monitor Needs

Revaluate Customer Needs

Promote Other Solutions

Publish Successes

Celebrate, Recognize and Reward

Summary KM Model Reduces Confusion Vocabulary Process Enablers Magnifies Investment Of Resources People & Time Identifiable activities Reduces duplication Repeatable Process Teachable Plan Your Work, Work Your Plan The Benefits Are Worth The Investment !

KM Model Reduces Confusion

Vocabulary

Process

Enablers

Magnifies Investment Of Resources

People & Time

Identifiable activities

Reduces duplication

Repeatable Process

Teachable

Plan Your Work, Work Your Plan

The Benefits Are Worth The Investment !