Strategies for Knowledge Management Success SCP Best Practices Showcase March 18, 2004.

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Presentation transcript:

Strategies for Knowledge Management Success SCP Best Practices Showcase March 18, 2004

Agenda Intentional Knowledge Management Intentional Knowledge Management Getting from here to there Getting from here to there Knowledge Workshop (Education) Knowledge Workshop (Education) Knowledge Certification (Accountability) Knowledge Certification (Accountability) Counting the cost Counting the cost

Intentional Knowledge Management Knowledge Management Truths Knowledge Management Truths Knowledge is the product of the support center Knowledge is the product of the support center Managing knowledge is not a “nice to do” thing but a “need to do” thing Managing knowledge is not a “nice to do” thing but a “need to do” thing Bandwidth to do knowledge work will be limited Bandwidth to do knowledge work will be limited It is critical to use that time wisely (all knowledge creation work must add value) It is critical to use that time wisely (all knowledge creation work must add value) You have to have a plan You have to have a plan

Knowledge Initiative Overview Knowledge Initiative Vision: The core work of the support center is the capture and re-use of knowledge to promote achievement of the company’s key goals. Program Objectives: Drive business transformation from case-centered to knowledge- centered Drive business transformation from case-centered to knowledge- centered Place focus on process change instead of tool implementation Place focus on process change instead of tool implementation Engage all levels of the Support organization Engage all levels of the Support organization Increase the likelihood of a sustainable knowledge effort Increase the likelihood of a sustainable knowledge effort Promote consistency in processes, content and standards Promote consistency in processes, content and standards Provide a standard measure for groups wanting to share knowledge with customers Provide a standard measure for groups wanting to share knowledge with customers Provide accountability Provide accountability Certify the processes and content quality independent of the tool Certify the processes and content quality independent of the tool

Knowledge Initiative Phases Planning for the Initiative Planning for the Initiative Knowledge Champion appointed Knowledge Champion appointed Workshop attendance Workshop attendance Workshop deliverable completion Workshop deliverable completion Initiative kick-off held Initiative kick-off held Workshop deliverables executed Workshop deliverables executed Process and tool training provided to Center employees Process and tool training provided to Center employees Knowledge content building begins Knowledge content building begins Process and tool adoption Process and tool adoption Regular use of knowledge base Regular use of knowledge base Many knowledge contributors Many knowledge contributors High quality of content High quality of content Efficient review process Efficient review process Continuous enhancement/ improvement Continuous enhancement/ improvement Rollout to customers Rollout to customers Maintenance to ensure up- to-date and relevant knowledge Maintenance to ensure up- to-date and relevant knowledge Use of product and customer information gathered Use of product and customer information gathered FoundationBuildingInternalPreparation Validation Maintenance & Customer & CustomerAccess

What to Expect Level II Level III “Go Live” External “Go Live” Internal Pre-Workshop Deliverables Kick-off, PM Process Training, Build and Audit Assessment, Support & Audit Knowledge Initiative InitiativeProcess 7-14 Months Secondary Training Customer Access Prep Level I Workshop Objectives: Objectives: Process Changes Process Changes Cultural Changes Cultural Changes Business Transformation Business Transformation Training Training 30 – 60 Days 2-4 months 3-6 months 1-2 months 1 – 2 Weeks

Critical Success Factors Management Clearly understand and communicate the benefits – eliminate/prevent misconceptions at the start Clearly understand and communicate the benefits – eliminate/prevent misconceptions at the start Making decisions based on business objectives, not just technology Making decisions based on business objectives, not just technology Maintain a long-term perspective Maintain a long-term perspective Establish a supportive performance management system Establish a supportive performance management system Develop and sustain management buy-in and support at all levels Develop and sustain management buy-in and support at all levelsWorkflow Focused resources Focused resources Establish a cultural change Establish a cultural change Integrate knowledge activities as part of the core workflow Integrate knowledge activities as part of the core workflow Focus on quality – the effort has to add value Focus on quality – the effort has to add value Demonstrate and celebrate success Demonstrate and celebrate success

The Knowledge Workshop Purpose Purpose Educate our Knowledge leaders regarding: Educate our Knowledge leaders regarding: –What we need to do –Why we need to do it –How we will do it –How to Measure Success –Who will do it Provide focused time to develop plans Provide focused time to develop plans Audience Audience Support managers Support managers Knowledge champions Knowledge champions

Transforming the Business Support strategies have evolved to improve customer service, employee satisfaction and company performance Support strategies have evolved to improve customer service, employee satisfaction and company performance Successful support strategies require effective development and transfer of useful knowledge Successful support strategies require effective development and transfer of useful knowledge The knowledge solution becomes the point of leverage The knowledge solution becomes the point of leverage Knowledge is the common denominator. Solutions are the main unit of value for the organization. Focusing on knowledge requires a fundamental change in how we work – it requires a business transformation to be successful.

Knowledge Workshop Deliverables Knowledge Strategy Knowledge Strategy Risks/Obstacles Action Plan Risks/Obstacles Action Plan Process Flow Diagram Process Flow Diagram Resource Identification and Transition Plan Resource Identification and Transition Plan Stakeholder Analysis and Plan Stakeholder Analysis and Plan Training Plan/Matrix Training Plan/Matrix Knowledge Domain Analysis Knowledge Domain Analysis Measurement Plan Measurement Plan Incentive Plan Incentive Plan Communication Plan Communication Plan Implementation Plan Implementation Plan Next Steps Four-Week Action Plan Next Steps Four-Week Action Plan

Workshop Deliverable Definitions Knowledge Strategy – Defines the vision, goals and objectives of the Knowledge Initiative (KI) for the organization. Knowledge Strategy – Defines the vision, goals and objectives of the Knowledge Initiative (KI) for the organization. Risks/Obstacles – Defines what could go wrong and what obstacles may arise. It also outlines preventative actions for the risks and contingency plans in case something does go wrong. Risks/Obstacles – Defines what could go wrong and what obstacles may arise. It also outlines preventative actions for the risks and contingency plans in case something does go wrong. Integrated Process Flow – Defines how the KM process will be incorporated into current operating processes and procedures. Integrated Process Flow – Defines how the KM process will be incorporated into current operating processes and procedures. Resource Identification - Identifies who will fill the major knowledge worker roles and outlines the plan for transitioning their current responsibilities. Resource Identification - Identifies who will fill the major knowledge worker roles and outlines the plan for transitioning their current responsibilities. Stakeholder Analysis – Identifies groups and individuals who will be impacted by the KI and the communication efforts required for each. Stakeholder Analysis – Identifies groups and individuals who will be impacted by the KI and the communication efforts required for each.

Workshop Deliverable Definitions Training Plan - Defines what training will be conducted, who will attend and how it will be delivered. Training Plan - Defines what training will be conducted, who will attend and how it will be delivered. Knowledge Domain Analysis – Defines the plan of attack for building knowledge. Knowledge Domain Analysis – Defines the plan of attack for building knowledge. Measurement Plan – Defines how the progress and success of the KI will be assessed. Measurement Plan – Defines how the progress and success of the KI will be assessed. Incentive Plan – Outlines the incentives and rewards that may be used to promote buy-in to the business transformation being made. Incentive Plan – Outlines the incentives and rewards that may be used to promote buy-in to the business transformation being made. Communication Plan – Outlines initial communications for the KI. Communication Plan – Outlines initial communications for the KI. Implementation Plan – The plan detailing tasks, resources, milestones and deadlines for accomplishing the KI objectives. Implementation Plan – The plan detailing tasks, resources, milestones and deadlines for accomplishing the KI objectives. Next Steps Action Plan – The plan of activities for the next 4 weeks for the Knowledge Champion and support center manager. Next Steps Action Plan – The plan of activities for the next 4 weeks for the Knowledge Champion and support center manager.

Knowledge Strategy Purpose: To define what the future will look like with a knowledge-centered support organization and how it supports achievement of your organization’s strategic objectives. Objectives: Ties Knowledge Management to strategic goals Ties Knowledge Management to strategic goals Defines a vision of the future and the goals to be achieved Defines a vision of the future and the goals to be achieved Serves as a basis for communicating the need for change Serves as a basis for communicating the need for change Provides a method for measuring success Provides a method for measuring success Provides a basis for project planning Provides a basis for project planning

Knowledge Strategy Knowledge Strategy Elements: Support Mission and Vision – what Support is here to do and what it wants to achieve in the future Support Mission and Vision – what Support is here to do and what it wants to achieve in the future Vision – where we want to go, what we want to be, what we want to achieve, what our future looks like Vision – where we want to go, what we want to be, what we want to achieve, what our future looks like Strategic Objectives – the specific results we plan to achieve through the Knowledge Initiative; should be clearly linked to organizational goals Strategic Objectives – the specific results we plan to achieve through the Knowledge Initiative; should be clearly linked to organizational goals Benefits – how achievement of the Knowledge Initiative vision and objectives will help us - both as an organization and as individuals Benefits – how achievement of the Knowledge Initiative vision and objectives will help us - both as an organization and as individuals Key Performance Indicators – what will tell us we are achieving our strategic objectives Key Performance Indicators – what will tell us we are achieving our strategic objectives Critical Processes – major high-level activities that must be accomplished in order to achieve the strategic objective Critical Processes – major high-level activities that must be accomplished in order to achieve the strategic objective

Knowledge Domain Analysis An analysis of the knowledge needs of the organization. An analysis of the knowledge needs of the organization. Includes: Includes: Assessing knowledge strength and weaknesses Assessing knowledge strength and weaknesses Identifying where knowledge currently resides Identifying where knowledge currently resides Determine what knowledge needs to be built when Determine what knowledge needs to be built when –Assess criticality/impact –Volume of related cases –Complexity –Priority Results in a plan of attack for building knowledge and making the most of your knowledge resources. Results in a plan of attack for building knowledge and making the most of your knowledge resources. An on-going, continual process. An on-going, continual process.

Knowledge Certification Knowledge Initiative Vision: The core work of the support center is the capture and re-use of knowledge to promote achievement of the company’s key goals. Program Objectives: Drive business transformation from call-centered to knowledge- centered Drive business transformation from call-centered to knowledge- centered Place focus on process change instead of tool implementation Place focus on process change instead of tool implementation Engage all levels of the Support organization Engage all levels of the Support organization Increase the likelihood of a sustainable knowledge effort Increase the likelihood of a sustainable knowledge effort Promote consistency in processes, content and standards Promote consistency in processes, content and standards Provide a standard measure for groups wanting to share knowledge with customers Provide a standard measure for groups wanting to share knowledge with customers Provide accountability Provide accountability Certify the processes and content quality independent of the tool Certify the processes and content quality independent of the tool

Knowledge Certification Process Level I Certification – Foundation Building Level II Certification – Internal Preparation Level III Certification – Validation Level IV Certification - Maintenance

Knowledge Certification Process Level I Certification – Foundation Building Objective: To ensure that all Support Centers are fully prepared to succeed prior to formally launching the Knowledge Initiative Certification Elements: Knowledge Champion appointed Knowledge Champion appointed Knowledge Workshop participation Knowledge Workshop participation Timely completion of Workshop deliverables Timely completion of Workshop deliverables Weekly Status Report completion Weekly Status Report completion

Knowledge Certification Process Level II Certification – Internal Preparation Objective: To validate that the Support Center is fully prepared to begin using the new processes and tool successfully Certification Elements: Knowledge Initiative Kickoff Meeting is held Knowledge Initiative Kickoff Meeting is held All Knowledge Workshop deliverables are executed All Knowledge Workshop deliverables are executed Knowledge Training has been conducted for all Knowledge Workers Knowledge Training has been conducted for all Knowledge Workers Successful completion of content quality audit Successful completion of content quality audit

Knowledge Certification Process Level III Certification – Validation Objective: To validate the adoption of the new processes and tools by the Support Center and to verify that the effort can be sustained Certification Elements: Successful completion of Knowledge Audit Successful completion of Knowledge Audit Survey of users shows positive perception of tools & processes Survey of users shows positive perception of tools & processes Knowledge work has positively impacted 1-2 targeted support metrics Knowledge work has positively impacted 1-2 targeted support metrics

Knowledge Certification Process Level III Certification Elements (cont) Demonstrate that: Demonstrate that: Knowledge is flowing into the system from a variety of sources Knowledge is flowing into the system from a variety of sources Knowledge is being efficiently processed Knowledge is being efficiently processed Knowledge is being used by a large majority of the user population Knowledge is being used by a large majority of the user population Knowledge workers have dedicated time for knowledge work Knowledge workers have dedicated time for knowledge work Knowledge work is not isolated to a low % of Support Center staff Knowledge work is not isolated to a low % of Support Center staff

Knowledge Certification Process Level IV Certification – Maintenance Objective: To ensure the knowledge content is continually evaluated and maintains a high level of quality and effectiveness. Certification Elements: Successful completion of Knowledge Audit Successful completion of Knowledge Audit Backlog of non-reviewed content meets standards Backlog of non-reviewed content meets standards

Questions? Thank you!