Successful KM Initiatives


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Successful KM Initiatives

  1. 1. Successful KM initiatives David Gurteen Gurteen Knowledge 22 nd May 2007
  2. 2. Begin with the end in mind <ul><li>To discuss some of the things you need to do to ensure the success of your KM initiatives </li></ul>
  3. 3. The Success of KM <ul><li>KM has failed to live up to expectations </li></ul><ul><li>If KM is to be successful </li></ul><ul><ul><li>we must shake off its “tarnished” image </li></ul></ul><ul><ul><li>and focus on action and results </li></ul></ul>
  4. 4. Things to do
  5. 5. Questions to ask
  6. 6. Demonstrate the value of KM
  7. 7. Demonstrate the value of KM <ul><li>Economy is tough </li></ul><ul><li>Cost cutting in organizations </li></ul><ul><li>KM can mean “Kill me” </li></ul><ul><li>CKOs laid off </li></ul><ul><li>Challenge is to demonstrate the value of KM </li></ul>
  8. 8. Demonstrate the value of KM <ul><li>To senior management </li></ul><ul><ul><li>in terms of business value </li></ul></ul><ul><li>To the people in the organization </li></ul><ul><ul><li>in terms of what is in it for them </li></ul></ul>
  9. 9. Focus on business results <ul><li>Business managers are looking for tools and disciplines that produce RESULTS! </li></ul><ul><ul><li>cut costs </li></ul></ul><ul><ul><li>improve efficiency </li></ul></ul><ul><ul><li>improve quality </li></ul></ul><ul><ul><li>increase sales </li></ul></ul><ul><ul><li>improve customer retention </li></ul></ul><ul><ul><li>solve problems </li></ul></ul><ul><ul><li>increase innovation </li></ul></ul>
  10. 10. Focus on what's in it for them <ul><li>Everyone is different </li></ul><ul><li>Personal development </li></ul><ul><li>Doing a better job </li></ul><ul><li>Achieving things </li></ul><ul><li>Creativity & Innovation </li></ul><ul><li>Leading edge </li></ul><ul><li>Easier job </li></ul>
  11. 11. Get buy-in <ul><li>Through communication! </li></ul><ul><li>One person at a time! </li></ul><ul><li>You need to improve your communication skills! </li></ul>
  12. 12. You don’t do KM
  13. 13. You don’t do KM <ul><li>You don’t do KM </li></ul><ul><li>You solve business problems </li></ul><ul><li>Focus on business outcomes not on activity </li></ul>
  14. 14. Focus on the operational
  15. 15. Focus on the operational <ul><li>Although KM is fundamentally strategic – focus on the short term operational outcomes </li></ul><ul><li>Not the longer term strategic ones </li></ul><ul><li>You need quick wins to ensure you are not ‘killed’ </li></ul>
  16. 16. Don’t talk in jargon
  17. 17. Stop using jargon <ul><li>Knowledge Management is an oxymoron </li></ul><ul><li>It’s a poor title - its just a label - KAY-EM </li></ul><ul><li>Avoid KM jargon! </li></ul><ul><li>Simply talk in business terms </li></ul>
  18. 18. Don’t talk philosophy <ul><li>Don’t try to define knowledge </li></ul><ul><li>Don’t try to distinguish data, information and knowledge </li></ul><ul><li>No one will ever agree </li></ul><ul><li>You will turn everyone off! </li></ul>
  19. 19. Stop trying to do things to people!
  20. 20. How do we make them share their knowledge?
  21. 21. The Question! <ul><li>Assumes US and THEM </li></ul><ul><li>Assumes THEY need to be MADE to share </li></ul><ul><li>Assumes we know better </li></ul><ul><li>A better way to phrase the question </li></ul>How do we better work together? Sally, I’d like to talk with you about how we could better work together. Sally, I’d like to talk to you about how you could improve your knowledge sharing. How do we make them share?
  22. 22. Work with People – don’t do things to them! Many of the familiar principles of Quality management amount to an elaboration of this simple truth: an innovative, healthy organization requires that we work with people rather than do things to them . Alfie Kohn
  23. 23. How do we better work together? How do we better work together? How do you make them share? Many of the familiar principles of Quality management amount to an elaboration of this simple truth: an innovative, healthy organization requires that we work with people rather than do things to them . Alfie Kohn
  24. 24. Dave Snowden’s 3 rules of KM <ul><li>Knowledge will only ever be volunteered it can not be conscripted </li></ul><ul><li>We only know what we know when we need to know it </li></ul><ul><li>We always know more than we can tell and we will always tell more than we can write down </li></ul>If you ask someone, or a body for specific knowledge in the context of a real need it will never be refused. If you ask them to give you your knowledge on the basis that you may need it in the future, then you will never receive it.
  25. 25. Focus on the individual knowledge worker
  26. 26. The Individual No amount of money or technology or coercion or rewards will make KM initiatives a success if people do not buy into it! People need to understand the importance of KM and drive it themselves. They need to be intrinsically motivated.
  27. 27. Redefine the knowledge worker <ul><li>If everyone is a knowledge worker then it is no longer a useful label! </li></ul>A Knowledge worker is someone who gets to decide what she does each morning. Tom Stewart
  28. 28. The Knowledge Worker Knowledge workers are those people who have taken responsibility for their work lives. They continually strive to better understand the changing world around them and modify their work practices and behaviors to better meet their personal and organizational objectives. No one tells them what to do. They do not take “No” for an answer. They are self motivated.
  29. 29. Do not reward
  30. 30. For Best Results Forget the Bonus! Here is what Alfie Kohn has to say about rewards To the best of my knowledge, no controlled scientific study has ever found a long-term enhancement of the quality of work as a result of any reward system http://
  31. 31. Do not reward <ul><li>Rewards punish </li></ul><ul><li>Rewards rupture relations </li></ul><ul><li>Rewards ignore reasons </li></ul><ul><li>Rewards deter risk taking </li></ul><ul><li>Rewards undermine interest </li></ul>
  32. 32. Alfie Kohn <ul><li>Pay people well </li></ul><ul><li>Pay people fairly </li></ul><ul><li>Then do everything possible to take money (rewards) off people’s minds </li></ul>Incentives, bonuses, pay-for-performance-plans and other reward systems violate this last principle by their very nature!
  33. 33. Bob Buckman Our approach to KM is far more than stick or carrot. We say, &quot;Knowledge Sharing is your job. Do it!&quot; As a reward you may keep your job.
  34. 34. Focus on understanding
  35. 35. Focus on understanding For all our knowledge, we have no idea what we're talking about. We don't understand what's going on in our business, our market, and our world. KM shouldn’t be about helping us to know more. It should be about helping us to understand. So, how do we understand things? It's through stories that we understand how the world works. David Weinberger
  36. 36. Focus on decision making
  37. 37. Focus on decision making <ul><li>KM should not be so much about doing things more efficiently but doing radical new things </li></ul><ul><li>Its should be more about doing the right thing badly than the wrong thing well! </li></ul><ul><li>In times of rapid change best practice can be dangerous </li></ul>
  38. 38. Focus on action
  39. 39. Focus on action I think &quot;knowledge management&quot; is a bullshit issue. Let me tell you why. I can give you perfect information, I can give you perfect knowledge and it won't change your behavior one iota. People choose not to change their behavior because the culture and the imperatives of the organization make it too difficult to act upon the knowledge. Knowledge is not the power. Power is power. The ability to act on knowledge is power. Most people in most organizations do not have the ability to act on the knowledge they possess. Michael Schrage
  40. 40. Summary <ul><li>Demonstrate value </li></ul><ul><li>Get buy-in </li></ul><ul><li>Don’t do KM </li></ul><ul><li>Focus on operational </li></ul><ul><li>Avoid jargon </li></ul><ul><li>Stop doing things to people </li></ul><ul><li>Focus on the individual </li></ul><ul><li>Do nor reward </li></ul><ul><li>Focus on understanding, decision making & action </li></ul>
  41. 41. Discussion
  42. 42. David Gurteen Gurteen Knowledge United Kingdom Tel: +44 1252 812 878 Email: