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A Leader's Guide to KM - Girard - ICKE South Africa

Our pre-conference workshop (A Leader’s Guide to Knowledge Management) at ICKE 2011, East London, South Africa

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A Leader's Guide to KM - Girard - ICKE South Africa

  1. 1. A  LEADER’S  GUIDE  TO  KNOWLEDGE  MANAGEMENT     1   About  Us   A  Leader’s  Guide  to   2   Knowledge  Management   1   John  P.  Girard,  Ph.D.   Two  Baby  Boomers   Gen  Y   Gen  Z   Gen  Z   Gen  Y     JoAnn  L.  Girard   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   About  Sagology   Our  PerspecMve   3   4   Sagology  is  dedicated  to  connecMng  people  with  people  to   facilitate  collaboraMon,  learning,  and  knowledge  sharing  through   keynotes,  workshops,  and  consulMng.       sagology  [sāj-­‐ol-­‐uh-­‐jee]       -­‐noun           1.  the  study  of  organizaMonal  wisdom  in  all  its  forms,   About  You    esp.  with  reference  to  technology,  leadership,     culture,  process,  and  measurement     2.  the  study  of  one  venerated  for  experience,     1.  Name   judgment,  and  wisdom.   2.  OrganizaMon       Origin:     3.  PosiMon     4.  ExpectaMons   2008;    Canadian  English,  from  Middle  English  sage  +  -­‐ology.           A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   Agenda   DVD     5   6   Part  1:  Drawing  on  the  Past   Keys  to  Success   1.  Where  is  the  Knowledge?     1.  ParMcipaMon   2.  Organize  What?   2.  Courtesy   3.  What  Types  of  Knowledge  Exist?   3.  ConfidenMality   Part  2:  Leading  Today’s  Knowledge  Workers   4.  Time  L   4.  Simples  Ideas  that  Work  in  Complex  Environments   5.  Do  you  Really  Want  to  Know  What  you  Know?   6.  Tools,  TacMcs,  and  Techniques:  Tried  and  Tested   Part  3:  Enhancing  Future  Performance   7.  Guiding  OrganizaMons  Into  the  Future   8.  The  Future  is  Just  a  Day  Away   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.                                                              
  2. 2. A  LEADER’S  GUIDE  TO  KNOWLEDGE  MANAGEMENT     2   7   Drawing  on  the  Past   8   1.  Where  is  the  Knowledge?   2.  Organize  What?   3.  What  Types  of  Knowledge   Exist?   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   InformaMon  Overload   9   10   245+ academic papers on Information Overload 1972-2000 (Bawden, 2001) Information Overload Personal Information Overload Where  is  the  wisdom  we  have  lost  in  knowledge?     Information overload occurs A perception on the part of the individual Where  is  the  knowledge  we  have  lost  in  informaMon?     when the amount of input to a (or observers of that person) that the flow       system exceeds its of information associated with work tasks is      —T.  S.  Eliot,  The  Rock  (1935)     processing capacity. greater than can be managed effectively. (Speier et al, 1999, p. 338) (Wilson, 2001, p. 113) Information Overload Organizational Information Overload Information overload is that A situation in which the extent of state in which available, and perceived information overload is potentially useful, information sufficiently widespread within an is a hindrance rather than a organization as to reduce the overall help. effectiveness of management operations. (Bawden, 2001, p. 6) (Wilson, 2001, p. 113) A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   The  Cost?   The  Problem  –  Enterprise  DemenMa   11   12   2/3 of managers complained of 43% of the managers delayed Information overload (KPMG, 2000) decisions because of too much information. (Wilson, 2001) Managers “dwell on information that is entertaining but not informative, or 38% of the surveyed managers easily available but not of high waste a substantial amount of time quality” (Linden, 2001, p.2) locating information (Wilson, 2001) The number of books published annually has increased exponentially since the 16th century. At present, the prediction is that the number of books doubles every 33 years (Hanka & Fuka, 2000). The total accumulated codified database of the world, which includes all books and all electronic files, doubles every seven years and some predict this will double twice a day by 2010 (Bontis, 2000). A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.                                                              
  3. 3. A  LEADER’S  GUIDE  TO  KNOWLEDGE  MANAGEMENT     3   What  is  the  problem?   The  Components  of  the  Problem   13   14   Content  to  Intent  –  assumes     100 Information Explosion Moore’s Law we  can  access  content   Accumlated Codified Database 75 50 25 0 =   +   1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 Year Enterprise   OrganizaMonal   InformaMon   DemenMa   Memory  Loss   Anxiety   100 Downsizing 10% Baby Boomers Retirements % of Total Executive Popultaion Executive Population (%) 75 8% 50 5% Content  to  Intent  –  assumes     25 3% Other Departures we  know  what  we  knew   0 0% 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 97-98 98-99 99-00 00-01 01-02 02-03 03-04 04-05 05-06 06-07 Year Year A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   The  Total  Problem   The  Future   15   16   Enterprise Dementia = Information Anxiety + Organizational Memory Loss 100 100 “In  an  economy  where  the   Accumulated Codified Database Executive Population (%) 75 75 only  certainty  is  uncertainty,   50 50 the  only  sure  source  of  lasMng   Ikujiro Nonaka compeMMve  advantage  is   knowledge.”     25 25 0 0 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 Year A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   Discussion   17   Drawing  on  the  Past   —  Is  overload  an  issue  in  your  organizaMon?   —  Do  you  have  examples  of  organizaMonal  memory  loss?   18   —  What  are  the  knowledge  challenges  in  your   organizaMon?   1.  Where  is  the  Knowledge?   2.  Organize  What?   3.  What  Types  of  Knowledge   Exist?   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.                                                              
  4. 4. A  LEADER’S  GUIDE  TO  KNOWLEDGE  MANAGEMENT     4   FoundaMon  or  Too  Busy   Knowledge  Sharing  –  Nothing  New?   19   20   Knowledge Management is the creation, transfer, and exchange of organizational knowledge to achieve a [competitive] advantage. A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   What  Advantage?   History  of  KM:  Academic  PerspecMve   21   22   c. 350 BC 17th Century 1950s 1990s Aristotle Sir Francis Bacon Michael Polanyi Ikujiro Nonaka Carla O’Dell Classification of Knowledge Aristotle A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   What  is  knowledge?   The  CogniSve  Hierarchy   23   24   Data Wisdom Ackoff’s Apex Information Understanding Knowledge Knowledge Knowledge knowledge is "defined broadly Knowledge: Wisdom: Information to include information, data, Concepts, experience, and The collective and individual communication and culture" insight that provide a framework Data experiences of applying (p. 293) for creating, evaluating and knowledge to the solution of using information (p. 373). problems (p. 373). A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.                                                              
  5. 5. A  LEADER’S  GUIDE  TO  KNOWLEDGE  MANAGEMENT     5   The  difference  .  .  .  Data  to  Knowledge   Data   25   26   Davenport  &  Prusak  (1998)  define  data  “as  a   set  of  discrete,  objec<ve  facts  about  events”   and  they  suggest,  “in  an  organiza<onal   context,  data  is  most  usefully  described  as   October 27, 1917 structured  records  of  transac<ons”  (p.  2).    Q1 - What time is it?Q2 – Where are these people?Q3 – Why is the boy smiling? Data   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   InformaMon   Knowledge   27   28   Authors  Joseph  and  Jimmie  Boyeu  (2001)  suggest  "knowledge   Peter  F.  Drucker  (1998)  claims  that   is  easy  to  talk  about  but  hard  to  define"     "Informa)on  is  data  endowed  with  relevance   and  purpose"   Knowledge   InformaSon   InformaSon   Data   Data   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   Types  of  Knowledge   Exchange  and  Transfer  of  Knowledge   29   30   TACIT Easier to document and Explicit share Contributes to n Ext efficiency Easier to tio ern replicate za a 20% i ial liz Soc ati on EXPLICIT Leads to TACIT competency Ikujiro Nonaka Michael Polanyi 80% Tacit Carla O’Dell on Co ati Harder to articulate mb liz Harder to steal in na a ti Higher competitive r on Inte advantage Harder to transfer EXPLICIT O’Dell, C. (2002, May). Knowledge Management New Generation. Presented at the APQC’s 7th Knowledge Conference, Washington, DC. A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.                                                              
  6. 6. A  LEADER’S  GUIDE  TO  KNOWLEDGE  MANAGEMENT     6   The  importance  of  sharing  .  .  .   Discussion   31   32   —  Does  your  organizaMon  recognize  the  difference  between   tacit  and  explicit  knowledge?   —  If  so,  do  you  capture  and  codify  tacit  knowledge?   According to Computer Associates . . .   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   Enablers  of  KM   Drawing  on  the  Past   34   33   1.  Where  is  the  Knowledge?   2.  Organize  What?   3.  What  Types  of  Knowledge   Exist?   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   KM  Models   A  New  View  of  Knowledge  Management   35   36   Measurement Developed by Dr Stankosky and his team at George Washington University Webber, F., Wunram, M., Kemp, J., Pudlatz., & Bredehorst, B. (2002). Standardisation in Leadership in 1999 knowledge management – Towards a common KM framework in Europe. Proceedings of UNICOM Seminar Towards Common Approaches & Standards in KM. London. Technology Process Culture Infrastructure Organization Technology Leadership Measures Learning Process Content Culture KM Pillars European Framework DON Balanced KM Enablers of Transfer KM Assessment Tool Bennet, A. & Kantner, J. (2001). Navigating the KM dimension, Next- Generation Knowledge Management: Enabling Business Processes. American Productivity & Quality Center. A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.                                                              
  7. 7. A  LEADER’S  GUIDE  TO  KNOWLEDGE  MANAGEMENT     7   A  liule  TLC  goes  a  long  way!   Exchange  and  Transfer  of  Knowledge   37   38   Leadership TACIT • Transparency n Ext • Vision and example tio ern Measurement za a i ial liz • Resources (including time) Leadership Soc ati on Technology Culture EXPLICIT TACIT Technology • Help or hinder • Need to Share vs Process Culture Need to Know • Security issues on Measurement Co • Privacy ati Leadership mb • Ease of access liz in • Content Creators a a ti Technology Process rn • Tending toward on Inte Culture free EXPLICIT A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   Measurement   Enablers  Part  2   39   40   APQC Stages of KM Stage 5 Stage 4 Stage 3 Institutionalize Stage 2 Expand Stage 1 Design and Knowledge Develop a and Get Launch a Management Strategy Support Started KM Initiative Remember: Measure the outcome, not the process USAF 5-2-1 A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   41   Leading  Today’s  Knowledge   Workers   5 42   4 3 4.  Simples  Ideas  that  Work  in   Mean 2 Complex  Environments   1 5.  Do  you  Really  Want  to  Know   0 What  you  Know?   ip ss t re gy en 6.  Tools,  TacMcs,  and   sh tu e lo m oc ul er no re C Pr ad su Techniques:  Tried  and  Tested   ch Le ea Te M A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.   A  Leaders  Guide  to  Knowledge  Management  ©  2011,  John  P.  Girard,  Ph.D.