How the outcome of harvest KM
Consider the best way to guarantee success, and harvest the results of KM systems. Here are some of KM in difficult economic times to make your organization is still some tips.
Starting from the zealots. Allow more people to participate in KM in the best way is to boot the early users and allow them to convince other people - but the early advocates should be enthusiastic in the beginning. "The worst thing for a costly effort to find the early users." Rijswijk in the Netherlands in the Shell E & P company's knowledge management and virtual team president, said Arjan van Unnik. When the van Unnik started when Shell propaganda KM, and he talks about 20% of people who are elated with his talk about the concept. "This gives us good; reason kicked community. I have many other things to do. I do not want to work and can not include things that people spend too much time."
Shell E & P began to implement KM for 7 years, enthusiasm for the number of users increases exponentially. In total 30,000 employees, there is more than 16,000 registered voluntary SiteScape knowledge portal. Daily average of 225 new employees registered to use the system in 2002, a total of 1.7 million Web page visits, which proves the power of the neural network.
To persuade influential people. KM efforts as other public projects, are extremely vulnerable to negative factors. Unlike other items, if employees are willing, you can always spread of KM systems. Low morale in recent years than in the case, talking about the radiator (watercooler) may cause great damage. In order to overcome this phenomenon, Orix Capital Markets CIO DeLong find a group he calls the "spiritual leader" of the people.
When he began to work for the KM time, DeLong sure can pull over an old employee, the employee can convince others. "He knows all aspects of the business, I can tell him: he was not prepared to use this tool to plan, he just organized a meeting, according to his own way of doing things," Delong said. "We put him in the process, including within, telling how he helped his own work done. He liked the job, and are willing to tell others of their fun."
Brains it do not cost anything. Now many people are busy, so every day struggling to cope with routine official business. Therefore, you need to collect and distribute knowledge work becomes part of people every day. This means that different companies in different things. For example, companies in the Russell Reynolds, recruiters recorded in the application system in their search for the right people for the efforts, so that they can not open the second application and repeated access to knowledge. Tired of recruiters to the candidate into his assistant's voice mail system, so do not need to type any letter or network connection. "It can input their own information without any additional cost." Saidel said.
At Wilson Sonsini Goodrich & Rosati company, busy lawyers can work from their customary access to information process. "They can not take 15 minutes to do return, it was not planned time." Has 600 lawyers in business law firm's professional development and knowledge management director Chris Boyd said. On Halliburton, the knowledge transfer as in the back of the envelope is as simple random paint. The experts may be hurried down with a pencil his insight, and then transferred it to the KM sector input into the system. "This reduces the barriers to entry", Behounek said.
Recruitment of a knowledge coordinator. If funds allow, it should be recruiting a full-time coordinator of knowledge (also known as knowledge brokers, knowledge officers, agents, advocates). This role of a wide range. Their tasks include retrieving knowledge and entry system, internal experts interviewed, write KM success stories, and examples of audit logging system for accuracy and when new.
Boyd found to have a full-time staff to guide the coordination of law firm knowledge is essential. "I need a person's daily work is designed to do these things. Part-time is not enough." He said half-jokingly. Lawyers for their customer service - very normal - and get paid. While many lawyers have not used the PC, let them learn and use a completely non-related applications is not very realistic.
Story. KM experts believe that implicit knowledge (inside hidden in people's minds, rather than explicit in the outside, accounting for 85% of the total known knowledge) is the most valuable knowledge. But the mining implicit knowledge is complex.
Bristol-Myers Squibb (BMS, a market value of 18 billion U.S. dollars in pharmaceutical company), Melinda Bickerstaff, vice president of knowledge management let people tell their own stories of experienced (such as how to make anti-HIV drugs Sustiva by the Federal Drug Administration than quasi- a) as a way of sharing lessons learned.
Journalists at work within the detailed notes to be recorded, and then compile the report paper format, they do not have slides available. "A story has 16 dimensions, and only one or two are critical", Bickerstaff said. Does not contain a bunch of ideas to write an article, will be the theme can be summarized integrated into a complex whole, the whole can better reflect the people working on this issue is implicit knowledge.
Promoters will start to ensure that each participant in the meeting were not broken under the premise that the establishment of the comfort value of each file. "Facilitator to manage the meeting so that it does not appear 'Bob made a mistake' such a situation," BMS director of strategic facilities planning pay Alyson Krumwiede said, she participated in the three lessons of the meeting. "With the comfort value of the file, you do not find the name. You only need to look at the next application you can experience." This approach appears to be very effective. This year, BMS has received FDA approval of two drugs, but drugs are still approved in the third. This has a very satisfactory pharmaceutical industry approved, this result can be considered a surprise.
Identify contributors. You should not pay employees for sharing knowledge, but you must identify who made a contribution. "The most effective incentive is to share my colleagues praise", Science Applications International Corp. (SAIC, a research and engineering company, helps organizations implement KM) knowledge creation to pay CEO Peter Engstrom said.
Shell and Giant Eagle, or by e-mail newsletter or in the meeting appreciated the recognition of informal ways. And Halliburton are using the "most valuable employees" award to acknowledge the best creative staff made every month. Most of the companies mentioned here will be credited to employee knowledge sharing formal job evaluations. Some companies use bonuses and promotion system, some other companies will be knowledge-sharing as a comprehensive evaluation of the elements. KM supporters said, no matter what methods, firms will appreciate the knowledge sharing are clearly very important statement.
Create a Knowledge Forum. Knowledge-sharing approach and the internal network from the enterprise portal to the online discussion site to information calendar. But the most important thing is to make people face to face discussion. Bickerstaff BMS knowledge management forum in less than 5, but she can put forward new ideas every day. Her latest idea from the NASA Jet Propulsion Lab, called my BMS experience. It starts with a 34-year-old Bickerstaff invited old career staff review. She is expected to be about 100 people to give up their lunch time to listen to this lecture, the results of 250 individuals arrived at the scene, they packed only Zhanzhao Ting place. "They seem to a bonfire party, let people tell their stories free," she said. "To provide people the opportunity to share their knowledge. This is an important aspect of management knowledge."
In SAIC, an experienced team in specific areas, met with another group dedicated to similar challenges. For example, a license to a Florida State team physician of the system, into the actual state government project team. After the end of the project, team members meet in an analysis of what worked, and what did not. Then SAIC's KM system in their order into books. The end of each working day, project members will meet again to check they have to do the work and the work has been completed between the gap.
Technical aspects of people's problem is that most headaches, and this is self-evident. KM is no exception. Shell's van Unnik estimated annual cost of KM system, 5 million, most of the money for community members. "The cost is labor costs," he said, this fee includes every major online COP (Shell 12) and two to three full-time wages. But with it brought more than 200 million annual revenue compared to the investment is cost-effective.
Although the KM the cost of time and money costs are high, but you can not avoid its user role. SAIC's Engstrom said, "You have to integrate knowledge management system, the company's culture. You can not shut the door for employees to use it. Here, the atmosphere of mutual trust is essential."
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