The preservation of institutional memory is the most important thing most utilities aren't conscientiously doing, and it's a looming crisis for the water sector.
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Preserving institutional memory in your utility - v24
1. PRESERVING INSTITUTIONAL MEMORY
IN A UTILITY
Brian Gongol
DJ Gongol & Associates, Inc.
March 10, 2020
Nebraska Rural Water Association Annual Conference
Kearney, Nebraska
20. Institutional memory is dynamic
Books and the physical world are static
Institutional memory is where knowledge is
synthesized with experience and becomes useful
21. Fixing problems of institutional memory
Organizations are no better
than individuals at remembering...
In general, they're even worse
48. Demolition job gone wrong
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Source: BBC News, "Turkey demolition goes wrong"
๎
http://news.bbc.co.uk/2/hi/8179857.stm
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Used with permission
49. Demolition job gone wrong
๎
Source: BBC News, "Turkey demolition goes wrong"
๎
http://news.bbc.co.uk/2/hi/8179857.stm
๎
Used with permission
50. Why is this the system we've decided to use?
Don't judge, just document
51. Revising is much faster if you know "Why?"
Knowing that a decision was
made for trivial reasons
is better than erroneously thinking
it was a deliberate choice
58. Biographies as a model
๐
Most autobiographies are memoirs:
What happened when
โน
Some will seek to share the process:
How I got rich
๐งญ
The really useful ones share decision memories:
Why I did it
Biographies often introduce processes,
but rarely dive deeply enough into decisions
75. Keep a log of your vendors
๎
And regularly ask for
updated linecards
๎
If they're competent,
they'll keep records, too
๎
They can provide
continuity of knowledge
78. Did you name your first car?
(Bet you don't remember the VIN)
79. Oval Office ยท West Wing ยท White House
Not "Suite 147C, 1st Floor, 1600 Pennsylvania Avenue"
80. Use humane names
๎
Adequate: Pump 1, Pump 2, Pump 3
๎
Good: East pump, center pump, west pump
๎
Better: New York, Chicago, Los Angeles
๎
Best (?): Sinatra, Oprah, Madonna
93. Annual report
๎
Employees:
๎
Who worked here?
๎
Who started this year?
๎
Who left?
๎
Training: Who, where, and
when?
๎
Capital equipment and services:
๎
New equipment or
contracts? Why?
๎
Removed or canceled? Why?
๎
Repairs, changes, and
overhauls
๎
Performance:
๎
How much work was done?
๎
Circumstances affecting the
work
๎
Special events or conditions
๎
Customers:
๎
What customers did you
serve?
๎
New customers?
๎
Repeat customers?
๎
Lost customers?
113. Questions?
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Thank you for coming!
๎
Call or email anytime
๎
Brian Gongol
DJ Gongol & Associates
๎
515-223-4144
๎
info@djgongol.com
๎
@djgongol on social media
(Facebook, Twitter,
Instagram)
114. References and credits
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Screenshots of Turkish demolition used under written permission from the BBC
๎
Alexander Hamilton portrait from the public domain:
http://www.loc.gov/pictures/item/96513526/
๎
"Bender" page screenshot from Wikipedia used under Wikipedia's open terms of
use: https://wikimediafoundation.org/wiki/Terms_of_Use
๎
Honda history: http://world.honda.com/history/limitlessdreams/atype/index.html
๎
HondaJet image from press release: http://www.businesswire.com/news/home/
20140519005444/en/Production-Progressing-Honda-Aircraft-Prepares-
HondaJet-Entry#.VUvS8vlViko
๎
"Checklist Manifesto" cover art from author website:
http://atulgawande.com/book/the-checklist-manifesto/
๎
Iowa DNR press release on creek signs:
https://www.iowadnr.gov/About-DNR/DNR-News-Releases/ArticleID/1394/
Iowans-creating-connections-with-creeks-with-signs
๎
All other photos are original work of and copyright reserved by Brian Gongol