Presentation to the SIKM Leaders Community on December 18, 2018 by Carla O'Dell and Lauren Trees

1. The world’s foremost authority in benchmarking, best practices,
process and performance improvement, and knowledge management.
HIGH-TOUCH KM FOR A HIGH-TECH WORLD
An APQC Webinar for the SIKM Community
December 18, 2018

2. SPEAKERS
Lauren Trees
Principal Research Lead,
Knowledge Management
APQC
Carla O’Dell
Chairman of the Board
APQC

3. 3©2018 APQC. ALL RIGHTS RESERVED.
APQC KNOWLEDGE MANAGEMENT IN 2019
New
Technology for
Content &
Knowledge
Management
Adopting New
Behaviors for
Knowledge
Sharing,
Access, &
Reuse

4. 4©2018 APQC. ALL RIGHTS RESERVED.
APQC KNOWLEDGE MANAGEMENT IN 2019
New
Technology for
Content &
Knowledge
Management
Adopting New
Behaviors for
Knowledge
Sharing,
Access, &
Reuse
The people approaches are
what make the technology
approaches work

5. 5©2018 APQC. ALL RIGHTS RESERVED.
THE NEWEST
WAVE OF
HIGH-TECH
KM
THE NEWEST WAVE
OF HIGH-TECH KMTHE NEWEST
WAVE OF
HIGH-TECH KM

6. 6©2018 APQC. ALL RIGHTS RESERVED.
WHY NOW?
Digital transformation
Moving to the cloud
Affordable options for experimentation

7. 7©2018 APQC. ALL RIGHTS RESERVED.
13%
14%
18%
20%
25%
25%
40%
51%
53%
0% 20% 40% 60%
Chatbot
Blockchain
Machine learning
Robotic desktop automation
Intelligent automation
AI & cognitive computing
Robotic process automation
Data management
Advanced & predictive analytics
TECHNOLOGY INVESTMENTS OVER NEXT 18 MONTHS
Source: Exploring Process Automation
N = 208, 2018

8. 8©2018 APQC. ALL RIGHTS RESERVED.
HOW NEW TECHNOLOGY ENHANCES KM
Automate routine
knowledge processing
& analysis
Leverage organizational
knowledge to automate
other routine work
Improve how users search,
discover, & interact with
organizational knowledge

9. 9©2018 APQC. ALL RIGHTS RESERVED.
HOW
HIGH-TOUCH KM
CAN HELP US
PREPARE
THE IMPACT OF HIGH-TOUCH ON
HIGH-TECH TRANSFORMATION

10. 10©2018 APQC. ALL RIGHTS RESERVED.
ALLOCATION OF KM COSTS
At the median level, KM programs spend >5x more on staff and contract
personnel than technology
Source: KM Program
Benchmarks and Metrics,
2018

11. 11©2018 APQC. ALL RIGHTS RESERVED.
UNDERSTAND YOUR “PEOPLE” MATURITY
APQC’s Levels
of KM
MaturitySM
illustrate how
you build your
KM capabilities
Level 1
Initiate
Growing
awareness
Level 2
Develop
Localized and
repeatable practices
Level 3
Standardize
Common processes
and approaches
Level 4
Optimize
Measured and
adaptive
Level 5
Innovate
Continuously
improving practices
Dynamic
Knowledge
Leveraged
Knowledge
Applied
Knowledge
Ad Hoc
Knowledge

12. 12©2018 APQC. ALL RIGHTS RESERVED.
MATURITY ACROSS 12 CAPABILITIES

13. 13©2018 APQC. ALL RIGHTS RESERVED.
THE “PEOPLE” ASPECT OF DIGITAL TRANSFORMATION
Build skills
&
capabilities
Create a
plan to
manage
change
Communicate,
listen, &
respond

14. 14©2018 APQC. ALL RIGHTS RESERVED.
CREATE A PLAN TO MANAGE CHANGE

15. 15©2018 APQC. ALL RIGHTS RESERVED.
WHAT MOTIVATES KNOWLEDGE SHARING & REUSE?
Benefits
emphasized
most when
explaining why
employees
should
participate in
KM
Source: APQC’s Promoting
KM & Making It Stick
Survey, 2018
N = 353

16. 16©2018 APQC. ALL RIGHTS RESERVED.
YOU NEED A STRATEGY FOR CHANGE
A KM change management
strategy:
Helps recruit & inspire
business advocates
Boosts standardization &
consistent adoption
Helps ID & address barriers to
knowledge sharing & use
Source: Develop a Change Management Strategy to Support the KM Strategy and Approaches, 2016

17. 17©2018 APQC. ALL RIGHTS RESERVED.
HELP EMPLOYEES ADAPT TO DIGITAL & AUTOMATION
1. Build
awareness
2. Communicate
the value
3. Educate
the business
4. Engage leaders &
end users in the
process
Source: Make Success Automatic: Best Practices in Robotic Process Automation, 2018

18. 18©2018 APQC. ALL RIGHTS RESERVED.
HOW ENGIE MANAGES CHANGE AROUND AUTOMATION
Key
Audiences
Channels
• Senior stakeholders
• Subject matter experts
• Direct marketing
• Promotion at meetings,
conferences, & events
• Video channel & webinars
• Monthly newsletter
• Yammer
• Case studies
Source: Setting up a Robotic Process Automation Program with ENGIE, 2018

19. 19©2018 APQC. ALL RIGHTS RESERVED.
HOW COLLINS AEROSPACE MANAGES KM CHANGE
Source: You Can't Have One Without the Others: Knowledge,
Process, and Change Management for Improvements, 2018

20. 20©2018 APQC. ALL RIGHTS RESERVED.
BUILD SKILLS &
CAPABILITIES
BUILD SKILLS &
CAPABILITIES

21. 21©2018 APQC. ALL RIGHTS RESERVED.
KM SKILL SETS FOR THE FUTURE
Tech savvy / familiarity /
fluency
Ability to listen to
business needs &
match them to
best available
solutions
Partnering
Innovation skills:
agile, design
thinking, systems
thinking
Change
management

22. 22©2018 APQC. ALL RIGHTS RESERVED.
LEARN TOGETHER: KM PARTNERSHIPS
22
 Learning
 IT
 Process/quality
 Engineering/R&D
 Corporate
communication
Traditional
 Stakeholders with
a clear business
case
 Jointly solve a
knowledge
problem &
publicize the
results
Business Groups
 Innovation
Teams: New
ventures, start-up
hubs
 Digital disruption
 Data & analytics
 Marketing
Non-Traditional

23. 23©2018 APQC. ALL RIGHTS RESERVED.
HOW KM BUILDS DIGITAL COMPETENCIES
Mentoring & experience sharing help
employees develop knowledge & skills
Virtual networks strengthen
collaboration, relationships, &
trust in the digital sphere
Transfer
discipline
knowledge
Career
pathing &
counseling
Develop
business
acumen &
soft skills
Share
insider
knowledge

24. 24©2018 APQC. ALL RIGHTS RESERVED.
ACHIEVING COMMUNICATIONS MATURITY

25. 25©2018 APQC. ALL RIGHTS RESERVED.
MESSAGES THAT RESONATE MOST WITH EMPLOYEES
70% Success stories of how KM has helped teams & projects
41% Explanations of KM’s value and importance to the organization
39% Endorsements from peers who have participated
29% Metrics showing KM’s ROI or business impact
20% Explanations of career or professional development benefits of
KM participation
N = 348
Source: APQC’s Promoting KM & Making It Stick Survey, 2018

26. 26©2018 APQC. ALL RIGHTS RESERVED.
GET NOTICED WITH A KM BRAND
KM event posters at MSA
Branded KM swag
at Collins Aerospace
KM
branding
& posters
at CCC

27. 27©2018 APQC. ALL RIGHTS RESERVED.
COMMUNICATION IS A TWO-WAY STREET
Ask
sponsors &
advisors
for
feedback
Monitor
metrics to
understand
trends &
patterns
Conduct
surveys &
act on the
results
Use your
community
leaders &
business
liaisons

28. 28©2018 APQC. ALL RIGHTS RESERVED.
APQC RESOURCES & OPPORTUNITIES
 Download complimentary research
▪ How to Future-Proof Your KM Effort
▪ Do We Need to Change How We Change?
▪ How Bechtel Promotes KM Using Change Management
▪ ConocoPhillips Rides the Storm of Change in KM
▪ You Can't Have One Without the Others: Knowledge, Process, and Change
Management for Improvements
▪ Using Change Management in KM at Consolidated Contractors Co.
 Benchmark and contribute
▪ Take our 12-question 2019 KM Priorities survey to direct future research
▪ Benchmark your program with the KM Benchmarks & Metrics survey
▪ Assess your capabilities with the KM Capability Assessment Tool
Member Resource Collections
Promoting KM and Making It Stick
Closing the Change Management Gap
Supporting Transformational Change
Through KM
Achieving KM Maturity and Business Impact
Accelerators of KM Maturity

29. 29©2018 APQC. ALL RIGHTS RESERVED.
APQC'S AWARD FOR EXCELLENCE IN KM 2019
 Awards go to organizations achieving Maturity
Level 3 or higher
 Submit entries through the KM Capability
Assessment Tool by January 31
 Award recipients will be honored at APQC’s
2019 KM Conference happening May 2-3
 Award recipients will need to register for the
conference to receive their awards in person

30. QUESTIONS

31. The world’s foremost authority in
benchmarking, best practices,
process and performance improvement,
and knowledge management.
123 N. Post Oak Lane, Third Floor | Houston, TX | 77024 | apqc.org