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High-Touch KM for a High-Tech World

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

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High-Touch KM for a High-Tech World

  1. 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. 2. SPEAKERS Lauren Trees Principal Research Lead, Knowledge Management APQC Carla O’Dell Chairman of the Board APQC
  3. 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. 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. 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. 6©2018 APQC. ALL RIGHTS RESERVED. WHY NOW? Digital transformation Moving to the cloud Affordable options for experimentation
  7. 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. 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. 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. 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. 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. 12©2018 APQC. ALL RIGHTS RESERVED. MATURITY ACROSS 12 CAPABILITIES
  13. 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. 14©2018 APQC. ALL RIGHTS RESERVED. CREATE A PLAN TO MANAGE CHANGE
  15. 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. 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. 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. 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. 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. 20©2018 APQC. ALL RIGHTS RESERVED. BUILD SKILLS & CAPABILITIES BUILD SKILLS & CAPABILITIES
  21. 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. 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. 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. 24©2018 APQC. ALL RIGHTS RESERVED. ACHIEVING COMMUNICATIONS MATURITY
  25. 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. 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. 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. 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. 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. 30. QUESTIONS
  31. 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

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