Kick Start Knowledge Management Delhi K-Community Learning Session

Knowledge management can be defined as "the harnessing of a company's collective expertise wherever it resides and the distribution of that expertise to the right people at the right time. It's not a product but a process-the process of gathering, managing, and sharing your employees' knowledge capital.“ - GartnerGroup

Can Knowledge be Managed? Ask yourself! Can’t manage what you can’t measure Where does knowledge exist? Can technology create/manage knowledge?

You can't manage knowledge. Knowledge is between two ears and only between two ears. Peter F. Drucker,

Knowledge facts! Knowledge is about context Knowledge cannot be transferred Knowledge sharing is voluntary We share knowledge with right audience We trade knowledge Knowledge travels faster in informal networks Formal : Informal network ratio = 1 : 1000 Knowledge is leaky

Some KM myths! KM is about ‘implementation’ KM is a set of procedures KM can be outsourced KM is about storing knowledge KM is about enhancing knowledge supply KM always helps innovation KM is about building a knowledge-based organization

Typical situations we face Information is there, but can’t find it. Delivered in the past, but out of touch, therefore redo the work. Can’t find any experts due to "brain drain“ Resource is away and nobody knows how to finish ‘that’ crucial contract Search returned 187 items. Which one is relevant? Development team used old specifications Can’t find all project documents at one secure place

Some KM mistakes Weak guiding strategy Let’s go shopping Build it and they will come Document-centric approach Big-Bang implementation approach Supply-side solution approach Starting with a low-profile project

Some KM mistakes KM initiatives are supplementary Quantity v/s Quality Heavy taxonomy, weak search Lengthy KM assessments Where’s the ROI? Too many portals Too many protocols

What do you want to do? Share solutions to customer problems in a BPO? Help groups or teams collaborate and share work? Locate people with specific skills or create CoPs? Manage unstructured content repositories? Provide customized access to existing information? Document, model and execute business processes?

Challenges in KM People –Resistance to change –Culture –Awareness –Accountability –Collaboration (WIIIFM) –Priorities – rule –Know – Tell – Write –Leadership support Process –Business direction –Strategies –Decision making –Documenting Technology –Virtualization –Scalability –ROI –Information overload

Simple Rule Promote values Learn, Collaborate, Build Relationships, Encourage Dialog, Induce Critical Thinking Make it easy for ‘them’!

Questions!

Open-house Discussion Thoughts, Ideas, Opinions, Queries, Critical analysis, Next steps! Share your feedback:

Thank you! Vikash & Sandeep (for the commute and venue) K-Community, LinkedIn, Facebook, Skype