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KM is change - and
              how to do it with
              stories
              Shawn Callahan




Wednesday, Febru...
Wednesday, February 11, 2009
Cheryl’s Balance Problem
Wednesday, February 11, 2009
Wednesday, February 11, 2009
Wednesday, February 11, 2009
Knowledge Management
   is Change Management




Wednesday, February 11, 2009
Knowledge Management
   is Change Management



                                After Action Reviews
                     ...
What we will cover

                                  Leverage                Process



                                 ...
Three journeys process




Wednesday, February 11, 2009
Ist Journey
                               Focussing question from the CEO




                               Project obje...
Ist Journey
                               Themes
                               engagement
                              ...
Second journey
Wednesday, February 11, 2009
Third journey
Wednesday, February 11, 2009
Stories




Wednesday, February 11, 2009
I had a borrower once who was in arrears in 2006
                  and he's been charged 5000 {inaudible} higher rate
    ...
Influencers
Wednesday, February 11, 2009
Wednesday, February 11, 2009
Wednesday, February 11, 2009
Wednesday, February 11, 2009
Avoid like the plague




Wednesday, February 11, 2009
Effort here

    Avoid like the plague




Wednesday, February 11, 2009
The Endorsement Group




Wednesday, February 11, 2009
Small things


                               Can make a

         BIG difference
Wednesday, February 11, 2009
Leipzig, AugustusPlatz


Wednesday, February 11, 2009
Wednesday, February 11, 2009
What we covered

                                  Leverage              Process



                                      ...
Shawn Callahan
                               shawn@anecdote.com.au
                                    0410 346 343
     ...
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KM is change - and how to do it with stories

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Presented at the Ark Knowledge Management for Advanced Practitioners, 9-10 February 2009, Melbourne, Australia.

Please note that I still need to update the slide notes which I'm doing slowly.

Published in: Business
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KM is change - and how to do it with stories

  1. 1. KM is change - and how to do it with stories Shawn Callahan Wednesday, February 11, 2009
  2. 2. Wednesday, February 11, 2009
  3. 3. Cheryl’s Balance Problem Wednesday, February 11, 2009
  4. 4. Wednesday, February 11, 2009
  5. 5. Wednesday, February 11, 2009
  6. 6. Knowledge Management is Change Management Wednesday, February 11, 2009
  7. 7. Knowledge Management is Change Management After Action Reviews Lessons Learning Communities of Practice Peer Assist Knowledge Retention Wednesday, February 11, 2009
  8. 8. What we will cover Leverage Process Approach Power Stories Influencers Wednesday, February 11, 2009
  9. 9. Three journeys process Wednesday, February 11, 2009
  10. 10. Ist Journey Focussing question from the CEO Project objective from the Advocates Wednesday, February 11, 2009
  11. 11. Ist Journey Themes engagement My role is important and adequately challenging. I’m empowered to achieve and I’m clear about how I contribute to our success clarity of direction I have a good understanding of our objectives and priorities. I’m committed to achieving stated goals, knowing that my good performance will be rewarded appropriately customer service focus I am aware of my internal and external clients and and I’m focused on meeting their needs Wednesday, February 11, 2009
  12. 12. Second journey Wednesday, February 11, 2009
  13. 13. Third journey Wednesday, February 11, 2009
  14. 14. Stories Wednesday, February 11, 2009
  15. 15. I had a borrower once who was in arrears in 2006 and he's been charged 5000 {inaudible} higher rate of interest. He doesn't speak English too well and the broker was supposed to be managing his loan but now that we in-sourced it to us and we are handling it. I called him and he was like, he was shocked; he didn't know he was in arrears. And he paid it up the next day and he was like 'Can you please help me out?' by reversing the interest rate. So I spoke to [Name] and then he spoke to the originator and it was the originator's fault because they were not doing their job but they refused to actually reverse it, so we reversed it for the customer. I thought that was pretty nice. They were really happy as well. Wednesday, February 11, 2009
  16. 16. Influencers Wednesday, February 11, 2009
  17. 17. Wednesday, February 11, 2009
  18. 18. Wednesday, February 11, 2009
  19. 19. Wednesday, February 11, 2009
  20. 20. Avoid like the plague Wednesday, February 11, 2009
  21. 21. Effort here Avoid like the plague Wednesday, February 11, 2009
  22. 22. The Endorsement Group Wednesday, February 11, 2009
  23. 23. Small things Can make a BIG difference Wednesday, February 11, 2009
  24. 24. Leipzig, AugustusPlatz Wednesday, February 11, 2009
  25. 25. Wednesday, February 11, 2009
  26. 26. What we covered Leverage Process Approach Power Stories Influencers Wednesday, February 11, 2009
  27. 27. Shawn Callahan shawn@anecdote.com.au 0410 346 343 @unorder www.anecdote.com Wednesday, February 11, 2009

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