Knowledge Management & Organization Development Regardless of your business, KM is getting the right information to the right people at the right time for the right decision

Describe the shift from tangible to intangible assets Define knowledge management with reference to data, information, knowledge and wisdom Explain the role of knowledge management within OD efforts Introduce the technique of Social Network Analysis as a way of describing knowledge networks Consider the current state of knowledge management in your organization in the context of OD Objectives

The book value of companies has shown a significant increase in the value of intangible to tangible assets Branding. Loyalty, trademarks, reputation Contracts, licenses, customer lists organizational models, software, proprietary processes, franchise rights R&D, patents, human capital, intellectual property

Smarter than the average caveman… What’s the difference between data, information, knowledge, and wisdom?

Reflection/Awareness What do you notice? Interpretation What are connections? What does it reflect/mean? Application What will happen next? What can we do differently? Task origin Task Completion V V V V Reflective Learning Cycle (Wisdom) Engagement Do it! Data Information Knowledge

Why KM in OD? …because during organizational change and transition it is likely that some people will be reassigned, relocated, retired, or replaced …and because new information systems may or may not be designed, accepted or used by the people who need it …the result: loss of valuable experience, expertise and knowledge, some of which may go to competitors …that can take years and even more people to replace or reinvent it

Knowledge attrition due to turnover is 20% with 80% of Companies concerned Mergers increased 30- fold since 1980; demand for integrating diverse knowledge models Digitally stored business critical data has annual growth rate of 80%; needs logical organization for storage, access, & use E-learning is increasingly used for KM

Technology People Processes 10% 20% 70%

Social Network Analysis SNA is a graphic tool that enables measurement and visualization of the connections among people. It can: facilitate the flow of information across people and boundaries identify the key information brokers, thought leaders and bottlenecks utilize the existing social structures for communicating key information & influencing change help identify gaps in collaboration Be used for pre- post intervention comparisons as metrics of change Whom do you typically turn to for help in thinking through a new or challenging problem at work? Whom are you likely to turn to in order to discuss a new or innovative idea? Whom do you typically give work-related information? Whom do you turn to for input prior to making an important decision? Whom do you feel has contributed to your professional growth and development?

What does this suggest about how “siloed” the organization is?

BeforeAfter Social Network Analysis reflecting OD effects on teams

Identification of knowledge needs 1. Discovery of existing knowledge 3. Creation of new knowledge 2. Acquisition of knowledge 4. Storage & organization of knowledge 6. Use & application of knowledge 5. Sharing of knowledge KM audit: How is key knowledge created, stored, shared and utilized in the organization so that it provides healthy organizational functioning and competitive positioning? Change audit: what do we know about how people are likely to react to change? Who are stakeholder groups and key people? How should information about change be disseminated?

The Role of Business Knowledge What are some key areas of knowledge in your organization, without which your efforts would be difficult or even fail? How is knowledge handled (stored, communicated, used) in your organization? What kind of organizational change would disrupt your current knowledge management? How would a new and essential information management system be accepted by employees? What would they have to do differently and how would they respond? This is the challenge of OD in KM

“We should write that spot down” Early Knowledge Management END