Measuring KM: Measures, Targets and Rewards. My talk at the Third International Congress on Knowledge Management in Bogota, Colombia, 3rd June 2010

1. Measuring KM Measures, targets & rewards David Gurteen Gurteen Knowledge Bogota, June 2010

4. Start with the business issue The measures will then naturally follow

9. Understanding measures Understanding KM measures

11. Some considerations when measuring things

29. When a measure becomes an objective it ceases to be a good measure!

30. Targets

31. Do not set targets Do not set targets

35. Rewards

36. Do you believe we need to reward knowledge sharing?

37. Do not reward Do not reward people for sharing their knowledge

40. Do not reward 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. Credit: Alfie Kohn

47. So how do you encourage people to share their knowledge and work better together?

49. Bob Buckman Our approach to KM is far more than stick or carrot. We say, "Knowledge Sharing is your job. Do it!" As a reward you may keep your job.

52. How do we understand better? Through being involved and engaged in the world and through open conversation !

53. Questions

54. The Gurteen Knowledge Cafe

57. The birth of the Gurteen Knowledge Cafe London, Sept 2002

58. Conversation The most powerful knowledge sharing and learning tool that we have at our disposal

60. Conversation is a learning technology Conversation is the most powerful learning technology ever invented. Conversations carry news, create meaning, foster cooperation, and spark innovation. Encouraging open, honest conversation through work space design, setting ground rules for conversing productively, and baking conversation into the corporate culture spread intellectual capital, improve cooperation, and strengthen personal relationships. Jay Cross, Informal Learning Jay Cross

61. Conversation is a meeting of minds Conversation is a meeting of minds with different memories and habits. When minds meet, they don't just exchange facts: they transform them, reshape them, draw different implications from them, engage in new trains of thought. Conversation doesn't just reshuffle the cards: it creates new cards. Theodore Zeldin Conversation Theodore in an Oxford Historian

62. Dialogue The kind of conversation I’m interested in is one in which you start with a willingness to emerge a slightly different person. Theodore Zeldin Conversation Theodore in an Oxford Historian

65. Conversation? What is the role of conversation in business? How important is it? How would you encourage more?

66. The Gurteen Knowledge Café Process

70. Questions

71. “ How do we measure the impact of KM?”

72. www.gurteen.com David GURTEEN Gurteen Knowledge Fleet, United Kingdom Tel: +44 7774 178 650 Email: david.gurteen@gurteen.com If you would like to receive my free monthly Knowledge Letter that is now in its 11 th year and is distributed to over 17,000 people world-wide then just send me an e-mail.