简洁蓝紫色模板之商业管理模式a-knowledge-mana

Pratt&WhitneyRocketdyneAKnowledgeManagementModelanditsImplementationRaulGarciaI.T.KMEngineerPratt&WhitneyRocketdyne,Inc.March2nd,2006Pratt&WhitneyRocketdyneAgenda1.KMModel•Benefits•KnowledgeAssets•RolesAndResponsibilities•ProductLifeCycle•CultureChange•KnowledgeManagementLifeCycle.•KMEnablers•MetricsMeasuringKMActivity.2.KmImplementationProcessPratt&WhitneyRocketdyneBenefits1.KMModelReducesConfusion•Vocabulary•Process•Enablers•Framework2.MagnifiesInvestmentOfResources•PeopleandTime•Identifiableactivities•Reducesduplication3.RepeatableProcess•TeachablePratt&WhitneyRocketdyneOpportunity!tacitknowledgesolutionproblemproduct/serviceproductlifecyclefailureITtrainingengineeringKMtoolsbudgettimeteamreportsvideoIntra/internetemaildatabasesTheFogofKMSecurityaccessPratt&WhitneyRocketdyneKnowledgeAssets(KA)=Peopleknowledge=Media-basedExplicitWrittendownTacitinPeople’sheadIndividualsPaper-basedMultimediaDigitally-IndexedDigitally-ActiveIntellectualProperty©™(sm)PatentsGroupsPratt&WhitneyRocketdyneRoles&Responsibilities1.Program/Product2.Function/Process3.IntegratedProductTeam(IPT)4.Customer5.Services(IT,Facilities…)6.Suppliers/Vendors7.ProductLifeCycle8.Seeker,Provider&AbsorberSeeker,Provider,AbsorberSeeker,Provider,AbsorberSeeker,Provider,AbsorberProcessZSeeker,Provider,AbsorberSeeker,Provider,AbsorberSeeker,Provider,AbsorberProcessYSeeker,Provider,AbsorberSeeker,Provider,AbsorberSeeker,Provider,AbsorberProcessXIPTCIPTBIPTAProgramROCKETSeeker,Provider,AbsorberSeeker,Provider,AbsorberSeeker,Provider,AbsorberProcessZSeeker,Provider,AbsorberSeeker,Provider,AbsorberSeeker,Provider,AbsorberProcessYSeeker,Provider,AbsorberSeeker,Provider,AbsorberSeeker,Provider,AbsorberProcessXIPTCIPTBIPTAProgramROCKETMarket|Proposal|Concept|Design/Analysis|Test|Production|Operations|Support|DeactivationCUSTOMERCUSTOMERSUPPLIERSUPPLIERSERVICESPratt&WhitneyRocketdyneIntrinsicCultureChangeSeeker:seekingasolutionFindsolutionforcurrentneedRecognitionfromothersforsolvingproblemProvider:providingasolutionCreateaLegacySatisfactionforcontributingRecognitionfromothersAppreciationfromthecompanyAbsorber:absorbingknowledgewhilenotseekingasolutionLearningAcceptancetothedomainIncreasingmarketableskillset%Participation255075100AwareWishWantNeedBestpracticeRequiredMotivationWhatinitforMe(WIIFM)ExtrinsicSeeker:seekingasolutionSavetimefindingasolutionSaveMoneyfindingasolutionRequiredinprocessSharedsuccessProvider:providingasolutionContributingtocompanyvalueRequiredinprocessCustomerrequirementPartofperformanceimprovementplanSalaryplanAbsorber:absorbingknowledgewhilenotseekingasolutionPartofperformanceimprovementplanPeerPressurePratt&WhitneyRocketdyneMapCaptureOrganizeTransferUtilize=Inventoryallknowledgeassets,peopleandmedia-based=Gatheringinfofrompeoplethatknowit&mediathatstoresit=Arrangingassetsinalogical,searchableandusableformat=Passingontheknowledgebetweenpeopleorsystems=UsingorsharingtheknowledgetoyourbenefitKMLifeCyclePratt&WhitneyRocketdyneMapOrganizeUtilizeMappingToolWhichEnablertouse?CaptureTransfer•Sharing•Capturing•Accessing•Converting•MapKnowledgeAssets•Priorities•PlanPratt&WhitneyRocketdyneKM“Transactions”Thebridgebetweentheproblemyou’retryingtosolveandtheselectionofwhichKMenablertouse.CONVERTING(organize&transfer)WebSitesArchivingScanningSystemsPeoplePeopleMentorshipSHARING(capture&transfer)KnowledgeShareFairRotationNoonSeminarsTrainingMedia-basedMedia-basedCAPTURING(capture&organize)AskMeSemanticsearchLibraryTacitKnowledgeCaptureComputer-basedtrainingACCESSING(transfer&utilize)AskMeSemanticsearchLibraryTacitKnowledgeCaptureComputer-basedtrainingKnowledgelocationKnowledgeRequiredPratt&WhitneyRocketdyneMetricDescriptionObjectiveSuccessCriteriaMeasureifobjectivesuccesscriteriahavebeenmetProcessImprovementMetricsSelectedprocessmeasurementsthatwillvalidatethesuccessofimplementingaKMsolution.ReturnOnInvestment(ROI)MeasurethecosttoimplementtheKMsolutionandmeasurethevalueofsavingsgeneratedbecauseoftheKMsolution.(costsavings/costtoimplement)Anecdotes,StorytellingStoriesofeventswheretheuserexperiencedasignificanttimeorcostsavingsorreuseofknowledge.ThisisaveryeffectivewaytocommunicateKMsolutionsuccess;however,it’schallengingtocollectalltheevents.KnowledgeManagementMaturityIndex(KMMI)TheKMMIisusedtomonitortheprogressoftheKMprocesswithinaprocess.OutcomeMetricsOutcome,Output&System12345KnowledgeManagementMaturityValue($)MaturityLevelDefineYourProcessMapYourKnowledgeAssetsLeverageYourKnowledgeAssetstoProcessExecutePlanandMeasureProcessImprovementFranchiseSuccess12345KnowledgeManagementMaturityValue($)MaturityLevelDefineYourProcessMapYourKnowledgeAssetsLeverageYourKnowledgeAssetstoProcessExecutePlanandMeasureProcessImprovementFranchiseSuccessOutputmeasurementsSystemmeasurementsUsefulnesssurveyNumberofdownloadsAnecdotesUsabilitysurveyUserratingsofcontributionvalueNumberofusersTimetosolveaproblemTotalnumberofcontributionsProposalwinratesContributionrateovertimeNumberofproblemssolvedFrequencyofuseTimetofindexpertNumberofcontributionsNumberofn