服务行业知识管理讲解(英文版)

服务行业知识管理讲解(英文版)SuggestedtitlesforthispresentationExtrememake-over:OfficeEditionKM:Thegood,thebad,theuglyIfyouain’tscared,youain’tright(TajMahal)CultureWars:AdecadelongKMeffortSharethelove:ImplementingKMImplementTHIS!!!!AwwaResearchFoundationMission:AdvancingtheScienceofWaterCentralizedprogramfordrinkingwaterutilities1000subscribers(worldwide)Staff45Researchbudget-$25M(2004)Contractouttheresearch350ongoingprojectsworldwide

KMresearchprojectsApplicationofKnowledgeManagementtoUtilitiesKMforwaterqualitymanagementPublishedin2003AKnowledgeManagementApproachtoDrinkingWaterUtilityBusinessReviewofindustrypracticesBeginningofacommunityofpracticeTobecompletedin2005StrategiesToHelpDrinkingWaterUtilitiesEnsureEffectiveRetentionOfKnowledgeProposedfor2005fundingKMatAwwaRFDriversImprovingcustomersatisfactionCustomersurveyresultsPracticalresultsthatcanbeusedTimelyinformationUserfriendlyformatsOurdefinitionofknowledge“Knowledgeisinformation

thatcanbeused”

AwwaRFdefinitionofknowledgemanagement“Managingtheflowofinformationamongcustomers,staff,researchers,volunteers,andotherstakeholders--Focusingfirstonexternalcustomers”Quotes“We’rearesearchorganization,knowledgeisourbusiness.”“We’vebuiltthescience,nowwehavetomakesureourcustomerscanuseit.”PastchallengestoKMConservativeindustry“Researchcomesfirst”cultureResearchmanagement–>½thestaffSeniormanagement–engineersAdministrationcostsatlessthan15%ITandtechnologytransferareadmin.ExpertiseoutsideourstaffResearchersandvolunteersKnowledgetransferbottleneck800projects-350+ongoing1000+volunteersandresearchersCustomersResearch(knowledge)1000utilitiesStrategicapproachtoKMOrganizationgoalsKMimplementationplanInformationmodelSpecificactivitiesCapture“writtendown”informationmakingexistingresultsavailablefasterImprove“userfriendly”communicationtoolsTargetede-mails,featuredtopics,redesignedwebsite,staffexpertsEstablishcross-unitteamstoshareinformationImplementacontentmanagementsystem(CMS)Wherewearetoday?“Ournumberonegoalinupcomingyearsisprovidingyouwithpracticalknowledge...”June2004–Boardchairat2004annualsubscribersbreakfastCriticalSuccessFactor#1-“Creating,managingandtransferringknowledge”AwwaRF’s2004StrategicPlanWorkshopon“KnowledgeManagementforWaterResearchOrganizations”–Co-chair April2004-GlobalWaterResearchCoalitionWherewearegoing?LinkingresearchcommunitywithendusersResearchers(“Stateofthescience”,practicalresults,who’stheexpert)Users(What’sneeded,practicalexperience)CustomerrelationshipmanagementWhoknowswhat,whoneedswhatThejourneyKMevolvedfromthegoal“toexceedcustomerexpectations”Stage1:ProductFocus

ResearchApplicationProgram(1994)“Bridgingthegapbetweenresearchandimplementation”RESEARCHUTILITYAPPLICATIONRESEARCHAPPLICATIONSStandardsSealofApprovalProductsUser-Friendly

Information“BeingFirst”RegulationsGettingstarted:

“Researchtoconvinceresearchers”SubscribersurveySurveyofotherresearchorganizations(i.e.benchmarkingwithpeers)BarriersassessmentInnovationscienceStartedsmallonmanyfronts“KMintoaresearchcontext”ConducteddemonstrationprojectsRevisedresearchplanningDocumentedbenefitsofresearchProvidedstaffeducationinnovation,barrierstoimplementationIntroduced“userfriendly”informationsummarydocuments,workshops,etc...Stage2–CustomerFocusSeniorAccountManager

Program(1998)ImprovepersonalrelationshipwithlargecustomersUnderstandcustomerneedsGetthemmoreinvolvedinourprogramStage3–TransferFocus

EmphasisonTechnologyTransfer(2000)Consultantreviewoftechnologytransferprogram(2001)Technologytransferbusinessplan(2002)Ad-hocBoardcommitteefortechnologytransferIncreasedwebpresence,e-newslettersIncorporationofknowledgemanagementStage4:Pullingittogether

KnowledgeManagementInitiative(2003)Knowledgecreationteam(2001)KMprogramplan(2003)KMcoordinatorposition(2004)3rdpartyprogramreview?RestructuringtheorganizationLessonsLearnedLesson#1–Changingculturetakestime–alotofitEducationateveryopportunityFormalpresentationsInformaldiscussionsOwnershipoftheprocessInvolvementinprogram

development(bothtop-down

andbottom-up)HavingachionkeepsideasaliveLesson#1(continued)Tietomission–valuetotheorganizationOrganizationbuildingratherthanprogrambuilding“Whenyourmessagebecomessomeoneelse’smessage,you’vewon”Lesson#2–VoicefromtheoutsideaddscredibilityTheconsultantfactorSubscribersurveys/focusgroupsBenchmarkingBestpracticesLessons#3–NeverenoughchionsInternalStaffKMpositionManagementTeamleadersOpinionleadersChallengingindividualsFrontlinestaffExternalBoardcommitteeCustomers/volunteersBusinessRe-engineeringTQMInnovationEmpowermentQualityCirclesHoshinKaizenCustomerfocusedKnowledgeManagement???Lesson#4–AvoidBuzzwordsCultureApplicationsLesson#5–Startsmall,besuccessfulQuickwinsareessentialTeams,short-lived–easilydefinedgoal“Nothingchangesculturemorethansuccess”Exle:

ImplementingContentManagementGoal–Beforewepurchasethesystemhavestaffsay:“Weneedthis,itwillmakemyjobeasier.Whydon’twehavethisalready”Searching-Can’tfindinformationWorkflow-AidinmultiplereviewsAutomation-On-lineproposals,repurposinginformation,webcontentCMSimplementationStrongbusinesscase-Developedtheneedpriortopurchaseofthesy