In these budget-constrained, uncertain economic times, KM practitioners need to be able to show the business value that knowledge sharing and reuse bring to their organizations. Most businesses use measures to develop metrics that show performance or effort. Measures outline the information or data a company or person wants to gather (for example, customer satisfaction, productivity of workers, or cost savings). Many organizations have turned to storytelling and circumstantial success stories to show the value of the investments made in KM

1. Gems of KM success stories –
Story Telling
Enamul Haque
Senior process manager, Knowledge Management
Nokia
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2. Why storytelling is needed?
• In these budget-constrained, uncertain
economic times, KM practitioners need to
be able to show the business value that
knowledge sharing and reuse bring to
their organizations.
• Most businesses use measures to develop
metrics that show performance or effort.
• Measures outline the information or data a
company or person wants to gather (for
example, customer satisfaction,
productivity of workers, or cost savings).
• Many organizations have turned to
storytelling and circumstantial success
stories to show the value of the
investments made in KM
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3. Patterns in storytelling – old way
3

4. Patterns in storytelling – better way
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5. Recap – KM: The ages of Man
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6. The knowledge age The late 20th century was a
period of major social,
economic and political changes.
It was also a time in which there
were big changes in knowledge –
in how people see knowledge
and how they use it. This period
is now widely known as the
beginning of the Knowledge Age
– to distinguish it from the
Industrial Age.
The Knowledge Age is a new,
advanced form of capitalism in
which knowledge and ideas are
the main source of economic
growth (more important than
land, labor, money, or other
‘tangible resources).
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7. Invent when needed…
But don’t reinvent the
wheel!
A product was
born to
compliment the
knowledge age
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8. Pioneers in KM – THE WORLD BANK
World Bank’s KM is long story
“Knowledge for Development
(K4D)” – world’s first
knowledge bank, initiative
dates 1996. The bank’s
ambitious goal – to be a
source and conduit of
essential knowledge for the
developing world. They also
create the “Framework for a
Knowledge-based Economy”.
Concept followed by many
others. WB is certainly an
inspirational example and a
big initiative of KM concept.
MORE INFO
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9. Pioneers in KM - NASA
Knowledge Management at NASA
Knowledge management is getting the right information to the right people at the
right time, and helping people create knowledge and share and act upon information
in ways that will measurably improve the performance of an organization and its
partners.
Why is Knowledge Management critical to NASA?
• The Agency is constantly challenged to document and integrate its lessons to
effectively manage the risk involved in space exploration and human space
flight.
• By its nature, NASA's employees have specialized knowledge.
• Our goal is to share knowledge with each other and with the public.
• To ensure safe flight and respond to issues raised by the Columbia Accident
Investigation Board (CAIB).
• The workforce in the Agency is aging, and it is essential that critical
knowledge be captured and retained for future reuse.
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10. KM in NASA
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11. NASA KM roadmap
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12. Gems of KM success stories – 1/4
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13. Gems of KM success stories – 2/4
Gems of KM success stories – 2/4
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14. Gems of KM success stories – 3/4
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15. Gems of KM success stories – 4/4
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16. KM recognition by the UN
In category 4 “Advancing in Knowledge Management in Government” – 1st
In 2010, United Nations (UN) starts award was given to Australia for knowledge network in National blood
authority, 2nd place went to Japan for Innovation "SAGA" Project -Saga
a public service award in Prefectural Government. Oman receives this award for KM implementation
Hospital Information System (Ministry of Health) and Bahrain for success of
Knowledge management. KM in National Enterprise Architecture Framework (e-Government Authority,
Kingdom of Bahrain).
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17. FBI's Approach to Knowledge Management
G. (Gurvais) Clayton Grigg, a special agent with the
FBI since 1997 and chief knowledge officer for almost
six years, discusses the agency's approach to
knowledge management. In a session at the 2012
KMWorld Conference, Grigg says KM is all about
outcomes, which for the FBI involves: keeping people
safe, preventing bad things from happening and
finding out about those that did.
"It's great to
help people find KM is all about improving performance, according to
data, but it's Grigg. He asked audience members what they would
even better to do if they wanted to know something: query a
help people find database or ask someone who knows? The majority of
people who people always respond that they would turn to
know the data," someone they know, he says. Yet, organizations often
Grigg says. look to buying technology instead of investing in
helping people find the people who have the
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knowledge they need.

18. Finger prints analysis – Then and NOW
Lots of manual work to find
Criminal data
Smart search query to being
needed data in seconds
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19. Criminal records – then and now
Criminal data manuscript Electronic data warehousing
– the FBI knowledge Bank
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20. Information gathering
Mobile phones used
to get data
Query being made in
knowledgebase
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21. More gluing facts on KM
• Around 80% of the companies mentioned in Fortune magazine have a
staff assigned to KM activities.
• After the implantation of KM programs, Ford Motor Company saved U$
914 million.
• About 95% of the CEO’s that were questioned in Davos during the
World Economy Forum asserted that KM is a critical factor in an
organization’s success.
• HP has 26,000 solutions in knowledgebase – 25,000 directly available to
customers. 80% self-service success rate and positive customer
feedback!
• With a knowledge management history that dates to 1994, IBM certainly
qualifies as an early adopter.
• After the implementation of KM, Legato Support Services, IT Self-Help
deflected 25% of calls from the support center. Customers who solve
90% of their issues with self-service will open far fewer support
incidents.
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22. Service desk support & the knowledge stream
Incidents and problems are the most visible
signs of service desk activity – KM
eliminates the escalation at the root
Today KM is the
only recognized
methodology that
makes this
complex dilemma
relieved.

23. Product life-cycle and knowledge management
A centralized repository of knowledge in product life- K
M
cycle mgmt. helps to stop re-inventing the wheel
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24. Research resource
acknowledgement
NASA
World Bank
APQC
KM World
IBM
HP