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Tacit and Explicit: Measure and Map it

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Title: Tacit and Explicit: Measure and Map it


1
Tacit and ExplicitMeasure and Map it
  • KM World
  • Wednesday October 31, 2001
  • Valdis Krebs, Margaret Logan, Eric Zhelka

2
Knowledge emerges through the interaction of
people in clusters
Knowledge emerges through the interaction of
people in clusters
3
Network Analysis Reveals...
  • informal leadership of the group
  • influencers on products/processes/services
  • product/process experts (hubs and authorities)
  • fragmentation and structural holes
  • communities of practice/interest
  • the use and re-use of knowledge artifacts
  • the reach of people and the organization

4
Community of Practice
KnowledgeArtifact!
Confirmed Tie
5
Knowledge Artifacts
Artifacts are the tangible things people create
or use to help them get their work done. When
people use artifacts, they build their way of
working right into them. --- Hugh Beyer and
Karen Holtzblatt Contextual Design Defining
Customer-Centered Systems
6
Artifact Generator
7
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8
Armstrong Enterprise Capital Model
9
Armstrong Enterprise Capital Model
10
Conductivity
vs.
11
Porosity
12
Conductivity
Conductivity
Connections
13
Conductivity and Porosity
Value Added
Organizational Capability
Market Demands
Time
H. Saint-Onge
14
Organizational Networks
c
  • Closed Network
  • Low Performance
  • Few independent sources of info
  • Effective size is smaller
  • Little Diversity (more homogeneous)
  • Dense
  • Entrepreneurial/Open Network
  • High Performance
  • Many independent sources of info
  • Effective size is greater
  • Great Diversity
  • Not as dense

15
Network Metrics
  • Network size
  • Number of relationships
  • Clustering Coefficient
  • Redundancy
  • Effective Network size
  • Reach-In Reach-Out
  • Porosity

16
REACH
  • .a measure of local access in the network
    i.e. the number of connections that can be
    reached in one or two steps.
  • Reveals the influence of a node

17
REACH-In
  • High REACH-In means that many people reference
    this individual
  • Also applies to knowledge artifacts if it is an
    influential source document

18
REACH-Out
  • High REACH-Out means this individual connects to
    other individuals who are also good connectors
  • Applies to knowledge artifacts if many
    influential source documents are referenced

19
Hubs and Authorities
  • High Reach-In is known as an Authority
  • High Reach-In AND High Reach-Out is known as a
    Hub

20
KNETMAPTM
  • A means to monitor the constantly changing
    dynamics of our enterprise information flows

21
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22
An MRI of your organization...
  • All the key players in the various networks
  • Whos not well connected but should be
  • Use and Re-Use of knowledge artifacts
  • What relationship building beyond the borders
    looks like

23
What if you could query your organization... and
get this information daily or weekly?
24
How to gather data?
  • Surveys?
  • Voluntary contributions?
  • Daily Question?
  • Weekly Question?

25
Question of the WeekTM
  • Sent via email
  • Each individual response builds an organizational
    map
  • With each submission, it becomes clear who the
    experts arethe picture comes into focus as data
    is submitted

26
Korn/Ferry International Report
  • More Than 70 Percent of Employees Report
    Knowledge is Not Reused Across the Company
  • Importing Knowledge is Keythrough effective
    external partners
  • Changing the focus and behaviour of employees at
    all levels lies at the core

27
Case Study QofWeek in IT Firm
  • Konverge Digital Solutions Inc. (Toronto)
  • 25 developers, programmers and systems analysts
  • 7 years old

28
Strategic Objectives
  • 30 Growth
  • More reuse of code
  • Higher awareness of extended expert network
  • Customer centricity
  • Faster integration of new staff

29
Question of Week
  • Week 1 To whom do you go to solve complex
    problems concerning .Net technologies?
  • Week 2 To whom do you go to solve complex
    problems concerning XML?
  • Week 3 To whom do you go to solve complex
    problems concerning JAVA?

30
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33
InFlow 3.0
  • Organizational Network Analysis software
  • Used by int./ext. consultants since 1993
  • Network Visualization
  • Network Metrics
  • Centrality
  • Structural equivalence
  • Cluster analysis
  • Small-world analysis
  • Network vulnerability
  • Two-way data flow with Knetmap

34
InFlow Results
To whom do you go to solve complex problems
concerning .Net technologies?
QoW 1 Reach (In) 0.690 Agnelo Dias
0.655 Young Yang 0.655 Yuchun Huang
0.621 Wilson Hu 0.586 Edna De La Paz
0.448 Jeremy Brown 0.379 Eric Zhelka
0.310 John Morning 0.138 Howard Thompson
0.138 Louisa Hu 0.103 Arik Kapulkin
0.069 Dino Bozzo 0.069 Steve Chapman
0.034 Angelo Del Duca 0.034 Hugh McGrory
0.034 John Macdonald 0.034 Leif Frankling
0.034 Sherwin Shao 0.034 Susie Guo
35
InFlow Results
To whom do you go to solve complex problems
concerning XML?
QoW 2 Reach (In) 0.783 Agnelo Dias
0.739 Wilson Hu 0.652 Jeremy Brown
0.609 Dino Bozzo 0.609 Young Yang
0.478 Alex Bozzo 0.478 Louisa Hu
0.348 Eric Zhelka 0.261 Alex Hodyna
0.261 Sherwin Shao 0.261 Yuchun Huang
0.217 Arik Kapulkin 0.130 Brian Bennett
0.130 Howard Thompson 0.043 Blake Nancarrow
0.043 Julia Elefano 0.043 Laura Childs
0.043 Mahamed Idle 0.043 Susie Guo
36
InFlow Results
To whom do you go to solve complex problems
concerning JAVA?
QoW 3 Reach (In) 0.750 Young Yang
0.708 Agnelo Dias 0.708 Wilson Hu
0.458 Eric Zhelka 0.417 Jeremy Brown
0.292 Alex Hodyna 0.292 Dino Bozzo
0.208 Sherwin Shao 0.125 Steve Webster
0.083 Arik Kapulkin 0.083 Brian Bennett
0.083 Howard Thompson 0.083 John Macdonald
0.083 Louisa Hu 0.042 Alex Bozzo
0.042 Laura Childs 0.042 Yuchun Huang
37
Two departments...
  • Two newly merged IT departments
  • With whom will you seek opinions on best
    practices in requirements analysis and writing
    requirement specifications?

38
Results after first hour...
39
Use and Re-Use of knowledge artifacts
  • Encourages better objectivity
  • Encourages better documentation
  • Can be built into the mindset of programmers
  • Indicator for peer code approval
  • A form of signature

40
Searchable Expertise
  • Retrieve previous QofWeek results on a particular
    issue of expertise
  • QofWeek institutionalizes information about
    expertise

41
Right-clicking on node links to Yellow Page
42
Yellow Page
43
Yellow Page contains Artifact List
44
Artifact Generator
45
Reach IN/OUT and Inside/Outside T
46
What We Learned
  • 4 respondents entered data (contacts)
    incorrectly first time (by not understanding the
    question or by second-guessing the purpose)
  • subsequent QofWeeks went smoothly
  • Need to make data gathering simple and painless

47
Next Steps
  • Repeat QofWeekTM in 3 months
  • Develop better questions based on the indicators
    (see Sveibys Intangible Assets MonitorTM)
  • Consider automated requests to expert nodes
    (hubs/authorities) to populate their Yellow Page
    with artifacts related to their expertise

48
Conclusions
  • We can establish quantitative measures for any
    type of network
  • 52 weekly questions construct a unique
    organizational profile in one year
  • Gathering survey data via email is highly
    effective

49
Benefits to Membership
  • Encourages networking
  • Excellent feedback system
  • T-metric a useful indicator for both
    intra-company and inter-company relationship
    building
  • New employees integrate faster

50
Addresses known KM Challenges
  • Managing tacit and explicit knowledge
    simultaneously
  • Locating internal and external expertise
  • Managing loss of critical know-how

51
Addresses known KM Challenges
  • Visualizing the impact of organizational changes
  • Encourages knowledge sharing
  • Exposes expertise innovation
  • Provides context to static data (databases)

52
Further Information
  • KNETMAP knetmap.com
  • Valdis Krebs valdis_at_knetmap.com
  • Margaret Logan marglogan_at_knowinc.com
  • Eric Zhelka eric_at_konverge.com
  • Krebs Toolkit krebstoolkit.com(January 2002)

53
Coming soon First quarter 2002
54
We thank and acknowledge the support of The
National Research Council of Canada
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