Knowledge Continuity & Retention Dr. Moria Levy CEO, ROM Knowledgeware Avi Kedem CKO, IAI- Israeli Aircraft Industries

Methodology The IAI Way Summary To Be Discussed The Need

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Why Is Knowledge Continuity an Issue?  The “Baby Boom”  An era of knowledge "there is nothing new under the sun" Ecclesiastes Chapter 1,9 4

There is a Need !!! Houston we have a problem 5

It is Not That Trivial (I) The knowledge in one’s brain is ENDLESS 6

It is Not That Trivial (II) Managers are too busy with today’s tasks 7

It is Not That Trivial (III) In order to be used, the knowledge has to be readable and accessible 8

The Methodology 9

Redefining the Mission Minimizing organizational business loss 10

Methodology Preliminary stage Deciding: who's knowledge to preserve Preliminary stage Deciding: who's knowledge to preserve 1 Scope Definition 1 Scope Definition 2 Knowledge Transfer 2 Knowledge Transfer 3 Integration 3 Integration () Published in Journal of Knowledge Management, Vol 15. No. 4,

Deciding Who's Knowledge to Preserve 0 0 TIP: do not put too much energy into this stage (~5%) 12

Scope: what should be preserved? TIP I: be empathic working with the retiree TIP II: prioritize. Ask- “SO WHAT?”

Knowledge Transfer TIP I: structure the process TIP II: structure the results (templates; structured wiki)

Integration into Organizational Environment TIP: regard as most critical step

Methodology Preliminary stage Deciding: who's knowledge to preserve Preliminary stage Deciding: who's knowledge to preserve 1 Scope Definition 1 Scope Definition 2 Knowledge Transfer 2 Knowledge Transfer 3 Integration 3 Integration () 16 One more TIP: adjust to organizational characteristics

The IAI Way 17

Methodology in IAI  Mapping processes and subjects  Prioritizing according to criticality and complexity  Documenting Documenting  Packaging Packaging  Designing user friendly interface  Building a performance support knowledge-base  Embedding the knowledge into the organization’s processes  Reuse of the retained knowledge Scope Definition - Mapping Integration Knowledge-base Creation Knowledge Capturing & Packaging 18

Mapping & Prioritization 19 Scope Definition - Mapping Integration Knowledge-base Creation Knowledge Capturing & Packaging

Capturing & Packaging Scope Definition - Mapping Integration Knowledge-base Creation Knowledge Capturing & Packaging 20

Designing & Building Scope Definition - Mapping Integration Knowledge-base Creation Knowledge Capturing & Packaging 21

 The retiring expert  The future expert  The process coordinator  KM consultant  Website developer Who Is Involved? 22

 Duration: 4-6 month (net)  The expert, future expert: 6-10 hours a week each Time Investment 23

Summary 24

 Why is Knowledge Continuity an issue? In the US and Canada 20% of the total work force will leave this decade  Minimizing organizational business loss: the estimated loss of expert’s knowledge $100,000  Are experts willing to share their knowledge?  70% Yes - anytime  20% Yes - a year plus before retirement  10% No Personal Insights (l) 25

 Essential prerequisites for success of knowledge retention  The experts: willingness to share their knowledge  The future expert / team: willingness and desire to learn and share  Manager: involvement in the process and support (Managers are too busy with today’s tasks)  Adjust the methodology implementation to organizational characteristics Personal Insights (ll) 26

Existing team of experts  Objective: sharing explicit knowledge in an existing team of experts  Process: very similar to the one used for retiring expert  Mapping: processes & subjects related to team’s know-how  Knowledge Capturing: related to several experts  Emphasis: introducing a culture of constant sharing of explicit and tacit knowledge Knowledge Continuity 27

Discussion 28

Thank You Knowledge Continuity & Retention Speakers: Dr. Moria Levy CEO, ROM Knowledgeware Avi Kedem CKO, IAI- Israeli Aircraft Industries

Focus on Critical Knowledge Pareto Principle 20/80 5% 75%

Methodology in IAI  Mapping processes and subjects  Prioritizing according to criticality  Documenting  Packaging  Designing user friendly interface  Building a performance support knowledge - base  Embedding the knowledge into the organization’s processes  Reuse of the retaind knowledge Scope Definition - Mapping Integration Knowledge - base Creation Knowledge Capturing & Packaging User friendly documents using structured templates Edited video e – Learning Training Best practices / Standards Organized existing documents