Surviving KM Implementation

©2004AwwaResearchFoundation.AllRightsReserved.FearFactor:SurvivingKMImplementationJeffOxenfordKnowledgeManagementCoordinatorAwwaResearchFoundationSuggestedtitlesforthispresentation•Extrememake-over:OfficeEdition•KM:Thegood,thebad,theugly•Ifyouain’tscared,youain’tright(TajMahal)•CultureWars:AdecadelongKMeffort•Sharethelove:ImplementingKM•ImplementTHIS!!!!AwwaResearchFoundation•Mission:AdvancingtheScienceofWater•Centralizedprogramfordrinkingwaterutilities•1000subscribers(worldwide)•Staff45•Researchbudget-$25M(2004)•Contractouttheresearcho350ongoingprojectsworldwideKMresearchprojects•ApplicationofKnowledgeManagementtoUtilitiesoKMforwaterqualitymanagementoPublishedin2003•AKnowledgeManagementApproachtoDrinkingWaterUtilityBusinessoReviewofindustrypracticesoBeginningofacommunityofpracticeoTobecompletedin2005•StrategiesToHelpDrinkingWaterUtilitiesEnsureEffectiveRetentionOfKnowledgeoProposedfor2005fundingKMatAwwaRFDrivers•Improvingcustomersatisfaction•CustomersurveyresultsoPracticalresultsthatcanbeusedoTimelyinformationoUserfriendlyformatsOurdefinitionofknowledge“Knowledgeisinformationthatcanbeused”AwwaRFdefinitionofknowledgemanagement“Managingtheflowofinformationamongcustomers,staff,researchers,volunteers,andotherstakeholders--Focusingfirstonexternalcustomers”Quotes“We’rearesearchorganization,knowledgeisourbusiness.”“We’vebuiltthescience,nowwehavetomakesureourcustomerscanuseit.”PastchallengestoKM•Conservativeindustry•“Researchcomesfirst”cultureoResearchmanagement–½thestaffoSeniormanagement–engineers•Administrationcostsatlessthan15%oITandtechnologytransferareadmin.•ExpertiseoutsideourstaffoResearchersandvolunteersKnowledgetransferbottleneck800projects-350+ongoing1000+volunteersandresearchersCustomersResearch(knowledge)1000utilitiesStrategicapproachtoKM•Organizationgoals•KMimplementationplan•InformationmodelSpecificactivities•Capture“writtendown”informationmakingexistingresultsavailablefaster•Improve“userfriendly”communicationtoolsoTargetede-mails,featuredtopics,redesignedwebsite,staffexperts•Establishcross-unitteamstoshareinformation•Implementacontentmanagementsystem(CMS)Wherewearetoday?“Ournumberonegoalinupcomingyearsisprovidingyouwithpracticalknowledge...”June2004–Boardchairat2004annualsubscribersbreakfastCriticalSuccessFactor#1-“Creating,managingandtransferringknowledge”AwwaRF’s2004StrategicPlanWorkshopon“KnowledgeManagementforWaterResearchOrganizations”–Co-chairApril2004-GlobalWaterResearchCoalitionWherewearegoing?•LinkingresearchcommunitywithendusersoResearchers(“Stateofthescience”,practicalresults,who’stheexpert)oUsers(What’sneeded,practicalexperience)•CustomerrelationshipmanagementoWhoknowswhat,whoneedswhatThejourneyKMevolvedfromthegoal“toexceedcustomerexpectations”Stage1:ProductFocusResearchApplicationProgram(1994)“Bridgingthegapbetweenresearchandimplementation”RESEARCHUTILITYAPPLICATIONRESEARCHAPPLICATIONSStandardsSealofApprovalProductsUser-FriendlyInformation“BeingFirst”RegulationsGettingstarted:“Researchtoconvinceresearchers”•Subscribersurvey•Surveyofotherresearchorganizations(i.e.benchmarkingwithpeers)•Barriersassessment•InnovationscienceStartedsmallonmanyfronts“KMintoaresearchcontext”•Conducteddemonstrationprojects•Revisedresearchplanning•Documentedbenefitsofresearch•Providedstaffeducationoinnovation,barrierstoimplementation•Introduced“userfriendly”informationosummarydocuments,workshops,etc...Stage2–CustomerFocusSeniorAccountManagerProgram(1998)•Improvepersonalrelationshipwithlargecustomers•Understandcustomerneeds•GetthemmoreinvolvedinourprogramStage3–TransferFocusEmphasisonTechnologyTransfer(2000)•Consultantreviewoftechnologytransferprogram(2001)•Technologytransferbusinessplan(2002)oAd-hocBoardcommitteefortechnologytransferoIncreasedwebpresence,e-newslettersoIncorporationofknowledgemanagementStage4:PullingittogetherKnowledgeManagementInitiative(2003)•Knowledgecreationteam(2001)•KMprogramplan(2003)•KMcoordinatorposition(2004)•3rdpartyprogramreview?RestructuringtheorganizationLessonsLearnedLesson#1–Changingculturetakestime–alotofit•EducationateveryopportunityoFormalpresentationsoInformaldiscussions•OwnershipoftheprocessoInvolvementinprogramdevelopment(bothtop-downandbottom-up)•HavingachampionkeepsideasaliveLesson#1(continued)•Tietomission–valuetotheorganization•Organizationbuildingratherthanprogrambuilding“Whenyourmessagebecomessomeoneelse’smessage,you’vewon”Lesson#2–Voicefromtheoutsideaddscredibility•Theconsultantfactor•Subscribersurveys/focusgroups•Benchmarking•BestpracticesLessons#3–Neverenoughchampions•InternaloStaffKMpositionoManagementoTeamleadersoOpinionleadersoChallengingindividualsoFrontlinestaff•ExternaloBoardcommitteeoCustomers/volunteersKnowledgeManagement???Lesson#4–AvoidBuzzwordsLesson#5–Startsmall,besuccessful•Quickwinsareessential•Teams,short-lived–easilydefinedgoal“Nothingchangesculturemorethansuccess”Example:ImplementingContentManagementGoal–Beforewepurchasethesystemhavestaffsay:“Weneedthis,itwillmakemyjobeasier.Whydon’twehavethisalready”oSearching-Can’tfindinformationoWorkflow-Aidinmu