1 Measuring Performance Measuring the performance of an organisation-wide knowledge sharing programme is difficult and ambiguous Return on investment needs to be evaluated Evolution of behaviour changes needs to be measured A set of metrics for measuring progress is essential to the sustainability of the knowledge sharing programme.

2 Measuring Performance Measuring overall impact of the knowledge sharing programme posed unique challenges  managerial factors  changes in processes  external work environment These were taking place simultaneously with knowledge sharing activities In reality, causal relationships between inputs and impacts remains, at best, unclear.

3 Measuring Performance “Everyone recognizes that knowledge is not readily quantifiable. It has no line on a balance sheet, and we even lack the vocabulary to describe a quantity of knowledge, reverting to nuggets, chunks, pieces, and more generically still, amounts” Kluge et al (2001) “Knowledge Unplugged”: the McKinsey Company global survey on Knowledge Management”, Palgrave, pg 107.

4 Albert Einstein Everything that counts cannot necessarily be counted… And everything that can be counted does not necessarily count.