Strategies for Knowledge Management Success

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Strategies for Knowledge Management Success

• SCP Best Practices Showcase
• March 18, 2004

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Agenda

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

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Intentional Knowledge Management

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

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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 companys key goals.
• Program Objectives
• Drive business transformation from case-centered
  to knowledge-centered
• Place focus on process change instead of tool
  implementation
• Engage all levels of the Support organization
• Increase the likelihood of a sustainable
  knowledge effort
• Promote consistency in processes, content and
  standards
• Provide a standard measure for groups wanting to
  share knowledge with customers
• Provide accountability
• Certify the processes and content quality
  independent of the tool

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Knowledge Initiative Phases

• Planning for the Initiative
• Knowledge Champion appointed
• Workshop attendance
• Workshop deliverable completion

• Initiative kick-off held
• Workshop deliverables executed
• Process and tool training provided to Center
  employees
• Knowledge content building begins

• Process and tool adoption
• Regular use of knowledge base
• Many knowledge contributors
• High quality of content
• Efficient review process

• Continuous enhancement/ improvement
• Rollout to customers
• Maintenance to ensure up-to-date and relevant
  knowledge
• Use of product and customer information gathered

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What to Expect

• Objectives
• Process Changes
• Cultural Changes
• Business Transformation
• Training

1-2 months
Go Live External
3-6 months
Customer Access Prep
1 2 Weeks
Assessment, Support Audit
Go Live Internal
Secondary Training
2-4 months
Knowledge Initiative Process 7-14 Months
Kick-off, PM Process Training, Build and Audit
30 60 Days
Deliverables
Pre-Workshop
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Critical Success Factors

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

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The Knowledge Workshop

• Purpose
• 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
• Audience
• Support managers
• Knowledge champions

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Transforming the Business

• Support strategies have evolved to improve
  customer service, employee satisfaction and
  company performance
• Successful support strategies require effective
  development and transfer of useful knowledge
• 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.

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Knowledge Workshop Deliverables

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

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Workshop Deliverable Definitions

• 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.
• 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.
• Stakeholder Analysis Identifies groups and
  individuals who will be impacted by the KI and
  the communication efforts required for each.

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Workshop Deliverable Definitions

• 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.
• 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.
• Communication Plan Outlines initial
  communications for the KI.
• 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.

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Knowledge Strategy

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

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Knowledge Strategy

• Knowledge Strategy Elements
• 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
• 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
• 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

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Knowledge Domain Analysis

• An analysis of the knowledge needs of the
  organization.
• Includes
• Assessing knowledge strength and weaknesses
• Identifying where knowledge currently resides
• 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.
• An on-going, continual process.

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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 companys key goals.
• Program Objectives
• Drive business transformation from call-centered
  to knowledge-centered
• Place focus on process change instead of tool
  implementation
• Engage all levels of the Support organization
• Increase the likelihood of a sustainable
  knowledge effort
• Promote consistency in processes, content and
  standards
• Provide a standard measure for groups wanting to
  share knowledge with customers
• Provide accountability
• Certify the processes and content quality
  independent of the tool

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Knowledge Certification Process

• Level I Certification
• Foundation Building
• Level II Certification
• Internal Preparation
• Level III Certification
• Validation
• Level IV Certification
• - Maintenance

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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 Workshop participation
• Timely completion of Workshop deliverables
• Weekly Status Report completion

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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
• All Knowledge Workshop deliverables are executed
• Knowledge Training has been conducted for all
  Knowledge Workers
• Successful completion of content quality audit

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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
• Survey of users shows positive perception of
  tools processes
• Knowledge work has positively impacted 1-2
  targeted support metrics

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Knowledge Certification Process

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

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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
• Backlog of non-reviewed content meets standards

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Questions?

• Thank you!