KM Metrics Framework -协作和知识管理度量框架

CollaborationandKnowledgeManagement

MetricsFrameworkMetricsarealignedtotheKM/Collaborationprogram’sstrategicgoals(whichareinturnalignedtotheenterprise’sstrategicgoals)Twotypesofmetricsareestablished:BehaviorMetrics-measuretheextenttowhichthespecificdesiredbehaviorsarebeingadopted(cantypicallybegeneratedbytheKMsystem)ValueMetrics–measuretheextenttowhichthosebehaviorsaredrivingvaluefortheenterprise(needtobederivedoutsideoftheKMsystem)Metricsshouldbecollectedatmultiplelevelsoftheorganization:TheenterpriseleveltomeasuretheoverallprogressandimpactthattheKM/CollaborationprogramismakingTheindividualcomponentsofthematrixedorganization(e.g.,geographicallocation,businessunit,function,etc.)tomeasuresuccesswithinthatunit,holdunitleadersaccountableforbehavioralchanges,learnfromhowsuccessfulunitsaredoingitsothatcanbeappliedtootherunits,etc.Metricsshouldbereportedonmonthlyanddistributedtothecoreteam,leadersandemployees

andshouldincludeeachrecipient’sperformanceagainsttheirgoalsAttributesofSuccessfulKM/CollaborationMetricSchemas2Copyright©2013AvanadeInc.Allrightsreserved.BehaviorMetricsShouldBeBasedOn

TheSpecificBehaviorsYouAreTryingToInstill3Copyright©2013AvanadeInc.Allrightsreserved.CommonKM/CollaborationBehaviors:Knowledgeseeking–beforeIstartsomethingnew,I:Search&re-useexistingcontentFindsomeonewho’sdoneitbeforeKnowledgesharing–it’spartofmyeverydayjobto:SharethethingsIcreateKeepmyprofileandexperienceuptodateParticipateincommunitiesRespondtoothers’questionsRateandcommentKnowledgeleadership–it’spartofmyjobasaleaderto:ExpectthesebehaviorsfrommypeopleandmeasurethemonitRecognizethemforexhibitingthesebehaviorsWalkthetalk–adoptthebehaviorsinthewayIworkASmallNumberOfValueMetricsShouldChosen

ToReflectThoseMostAlignedwithCorporateGoals4Copyright©2013AvanadeInc.Allrightsreserved.EfficiencyImprovetheperformanceandproductivityoftheworkforce&reduceoperatingcostsEffectiveness

Increasequality,innovation,revenue&growthSatisfactionEnhancecustomerandemployeesatisfaction,valueperception&loyaltyIncreaseCustomerFacingTimeReduceinformationdeliverycostsReducetrainingcostsReducetravelcostsReducetime/costtotrainnewemployeesReducetime/costtoupgradeskillsReduceknowledgedrainwhenemployeesleaveIncreasesalescloseratebyarmingsalesforceandcustomerswithbetterproduct,customerandcompetitorinfoSupportadherencetostandardprocessesDecreasecycletimefornewproducts,sales,etc.HelpemployeesmakebetterdecisionsFosterinnovationandprocessimprovementIncreasecustomersatisfactionscoresIncreasecustomerloyaltyImprovecustomerserviceconsistency&qualityIncreaseDirectSales/RevenueEnhanceEmployeeSatisfaction&ExperienceIncreaseCustomerSatisfactionReduceExpenses(Non-Payroll)IncreaseEmployeeTaskProductivityDecreaseTimetoCompetencyReducetimesearchingforinfoReducetimere-inventingdeliverablesReduceerrorrates&misinformationIncreasetimespentonhighervalue-addedtasksDecreasehandoffs,callback,cycletimeDecreasedependenceonpeopletosupportotherspeopleDecreasetimespentonadministrative&reportingactivitiesIncreaseemployeepulsesurveyresultsReduceemployeeturnoverImprovereputationofcompanyasagoodplacetoworkReduceRiskIncreasecompliance/repeatabilityLearnfromourmistakes/reducecostofqualitySampleValueMetricsTreeExamplesofValueMetricsAchieved

DifferentMetricsAreImportanttoDifferentIndustries5Copyright©2013AvanadeInc.Allrightsreserved.CostRisk&KRetentionTimetoCompetencyInnovationCycleTimeRevenueLeadingPharmaCo.implementedKM/CollaborationacrossitsR&Dprocessand,withthenewabilitytoreusepriorfindings,researcherswereabletocutweeksoffoftheirelapsedcycletimeLeadingHighTechCo.implementedKM/Collaborationtoimprovesaleseffectiveness-regularuserswere10%morelikelytomeetsalesquotasLeadingTelcoimplementedaKM/Collaborationsolutionandincreasedcustomersatisfactionby16pointsandsalesconversionrateby102%ProfessionalServicesCo.usedideationtooltoquicklyIDbestlowcostwaystoimproveemployeesatisfactionwithITInnoCentiveusedcrowdsourcingtechniquestosolveover250challenges,e.g.,simplifyingthemanufacturingprocessforaTBdrugfromfivestepstothreestepsLargeConsumerProductsCo.implementedaprogramtoretaincriticalknowledgeafterconsolidatingR&Dcentersandreducingheadcount60%-newproductlaunchesoccurredontimeLeadingPharmaCo.createdacollaborativeKMenvironmentformarketlaunchprocesseswhichenabledmoreconsistentresultsinnewdruglaunches.Theyincreasedtheirsuccessrateforhittingrevenuetargetsfrom33%toover50%LeadingTelcoutilizedKM/Collaborationtostore,shareandretrieveknowledgeandreducedtimetocompetencyby75%AlargeInternetServiceProviderimplementedagentKM/Collaborationandreducedtraining

from8weeksto2weeksAccenturesuccessfullyonboarded60,000newpeopleinoneyearandmadethemproductivefromday4LeadingPharmaCo.R&Dpilotresultedin$1,500,000incostsavingswithinthefirst6monthsLargeTelcoincreasedproductivityby23%LeadingPharmaCo.usedKMandreducedthenumberofinternalwebsitesby44%andpagesby56%

resultinginsubstantialcostandtimesavingsLeadingRetailer’sHRportalreducedinternalhelpdeskcallsby15%

HighTechCfessionalservicesworkforceportalincreasedproductivityby20%SampleKM/CollaborationMetricsFramework6Copyright©2013AvanadeInc.Allrightsreserved.KSharing/CollaborationContributorpenetrationandgrowthQuantityofK/profilescontributedTypesofitemscontributedPercentageofworkproductscapturedQualityofKcontributedRecognitionoftopcontributorsProjectsusingteamsites&Kharvested%definedbusprocessKsharingstepscompletedKnowledgeSeeking/Re-UseKnowledgere-usepenetration&growthNumberofKobjectsre-used

Recognitionoftopre-usersSearchclickthroughs%busprocessKsharingstepscompletedOtherLeadershipsupportUserpenetration&growthUsersatisfac