The World Bank Group works with government agencies, non-governmental organisations and private sector companies to formulate assisting strategies that support a broad range of programmes aimed at reducing poverty and improving living standards. In the fiscal year 2002 the institution provided more than US$ 19.5 million in loans to client countries John Wolfensohn Learning from The World Bank

1Define a clear strategy 2Keep the small central KM unit small 3Provide a budget to allow commun i ties to function 4Support the development of communities of practice 5Keep IT user-friendly and responsive 6Communicate the values of knowledge sharing 7Introduce new incentives to accelerate the required culture shift 8Develop a set of metrics to measure progress. Eight Pillars of Knowledge Sharing Pommier, M.J.L. Senior Advisor, Network Operations & Knowledge Sharing Programme, the World Bank.

What the WB did 1999Adopted a matrix organisation to promote the exchange of information and know- how between regional units. This had been lacking. 2000Made knowledge sharing an integral part of its formal personnel evaluation system by modifying the small number of core behaviours against which people’s performance was assessed. Introduced a series of monetary awards.

Measuring Performance At the outset the WB focused on measuring:- INPUTS  Budget deployment  Recruitment of KM staff  Activities e.g. No. of help desks, communities of practice, on-line collections available.

Measuring Performance Then, as implementation progressed, the focus expanded to measuring: - OUTPUTS  No. of questions satisfactorily answered by helpdesks  No. of page equivalents downloaded from web  No of knowledge databases  Usage of electronic tools  Lending cycle times  quality of service  staff and client perceptions

What the WB did Introduced a series of annual performance awards including:  President’s Award for Excellence (outstanding team performance)  Development Market Place (to promote innovation and ground breaking work with external clients)  Performance Award (for cross boundary work and client impact)