# Presentation: 688619

## A Knowledge Management Model and its Implementation

- Raul Garcia
- I.T. KM Engineer
- Pratt & Whitney Rocketdyne, Inc.
- March 2nd, 2006

## Agenda

**KM Model**
- Benefits
- Knowledge Assets
- Roles And Responsibilities
- Product Life Cycle
- Culture Change
- Knowledge Management Life Cycle.
- KM Enablers
- Metrics Measuring KM Activity.
**Km Implementation Process**

## Benefits

**KM Model Reduces Confusion**
- Vocabulary
- Process
- Enablers
- Framework
**Magnifies Investment Of Resources**
- People and Time
- Identifiable activities
- Reduces duplication
**Repeatable Process**
- Teachable

## Opportunity !

*failure*

**The Fog of KM**

**Security**

**access**

## Knowledge Assets (KA)

**= People knowledge**

**= Media-based**

***Explicit***

**Written down**

***Tacit***

**in People’s head**

## Roles & Responsibilities

**Program / Product**
**Function / Process**
**Integrated Product Team (IPT)**
**Customer**
**Services ( IT, Facilities...)**
**Suppliers / Vendors**
**Product Life Cycle**
**Seeker, Provider & Absorber**

## Culture Change

**Culture Change**

| Seeker: seeking a solution | Find solution for current need
Recognition from others for solving problem |
| --- | --- |
| Provider: providing a solution | Create a Legacy
Satisfaction for contributing
Recognition from others
Appreciation from the company |
| Absorber: absorbing knowledge while not seeking a solution | Learning
Acceptance to the domain
Increasing marketable skill set |

***What in it for Me (WIIFM)***

- Extrinsic

| Seeker: seeking a solution | Save time finding a solution
Save Money finding a solution
Required in process
Shared success |
| --- | --- |
| Provider: providing a solution | Contributing to company value
Required in process
Customer requirement
Part of performance improvement plan
Salary plan |
| Absorber: absorbing knowledge while not seeking a solution | Part of performance improvement plan
Peer Pressure |

## KM Life Cycle

- = Inventory all knowledge assets, people and media-based

- = Gathering info from people that know it & media that stores it

- = Arranging assets in a logical, searchable and usable format

- = Passing on the knowledge between people or systems

- = Using or sharing the knowledge to your benefit

**KM Life Cycle**

**Notes:**
So, with that as background, we’ll now talk about the high level KM process.
There are 5 steps in the process;
Map, capture, organize, transfer and utilize.
Mapping creates an inventory of all your valuable knowledge assets – both tacit and explicit
Capturing is gathering the information from the people that know it and the media that stores it 
Organizing is arranging the assets in a logical, searchable and usable format 
Transferring is passing on the knowledge to people or other systems
And utilizing is applying that knowledge to your benefit

## Which Enabler to use?

- Map

- Organize

- Utilize

- Mapping
- Tool

**Which Enabler to use?**

- Capture

- Transfer

**Notes:**
“So, how do you know what to use?” Well it depends on your situation and where you are in the process.
The tool for mapping your knowledge assets is the “critical capabilities retention” tool or CCR. That will be the first tool we discuss after this introduction.
Then there are a variety of tools that can be used for the other 4 process steps and these are best characterized by the type of knowledge transaction they facilitate, as shown by the matrix on the chart.

## KM “Transactions” 

*The bridge between the problem you’re trying to solve**and the selection of which KM enabler to use.*

_***Knowledge***_
_***location***_

_***Knowledge Required***_

**Notes:**
The “people to people” transaction has tools that help primarily in the capture and transfer process steps - an example might be a member of the technical fellowship mentoring a protégé to pass on their knowledge.  Other tools in this category include the lunch time knowledge sharing seminar series, and communities of practice.
The “people to media” transactions help primarily in the capture and organize process steps - an example here being the use of e-learning to capture and record an expert’s knowledge.  Some of the other tools in this category are the tacit knowledge capture tool, the library, AskMe and Goldfire. 
The “media to people” transaction, has many of the same tools used in the previous quadrant; it’s just that here we’re primarily supporting the transfer and utilize process steps.
The last quadrant is the “media to media” transactions and includes tools that help you convert from one media to another like web sites, archiving and scanning systems. This quadrant contains tools that help you primarily with the “organize and transfer” process steps.
Obviously these models are simplifications, but they provide a useful framework for the rest of our discussion.
Next I will talk to you about the CCR process and then Kiho Sohn and the KM team will introduce you to some of the tools in each of these four quadrants.

## Metrics

**Metrics**
- Outcome, Output & System

## Implementation

_**Team level**_
- Domain Content & Context
- Product Life Cycle
- Knowledge Assets
- Roles & Responsibility
- KM Process & Need
- WIIFM

_**Enterprise level**_
- Executive support
- KM Team & Partnerships
- Infrastructure (technology)
- Resources (people, $)
- Process
- WIIFM

_**KM Model Provides a Framework**_

## Implementation

**Implementation**

## Mapping & Transactions

- Map

- Organize

- Utilize

- Mapping
- Tool

- Capture

- Transfer

## Deploy Solution

**Train Customer on solution**
- Training plan for selected enablers
- Invest in training
**Implement Solution**
- Management support
- Culture sensitive
- Pilot, Proof of concept
- WIIFM (what’s in it for ME)
**Utilize solution**
- Have expectations for use of solution
- Consistent and Persistent promotion
- Adapt as you go
**	**

- Integrated into Business
- Early adapters
- Communicate success
- An Art not a Science

## Measure Improvement

**Measure Improvement**

## Are expectations met?

**Are expectations met?**

**Expectations being met?**
- Use metrics to measure progress
- System, Output & Outcome
**Identify Corrective Solution**
- Awareness
- Training
- Cultural
- Time
**Deploy Corrective Solution**
- Have expectations for use of solution
- Consistent and Persistent promotion
- Adapt as you go

- Budget
- Motivational
- Management
- “My job”

**Monitor Needs**
- Revaluate Customer Needs
- Promote Other Solutions
- Publish Successes
- Celebrate, Recognize and Reward

## Summary

**KM Model Reduces Confusion**
- Vocabulary
- Process
- Enablers
**Magnifies Investment Of Resources**
- People & Time
- Identifiable activities
- Reduces duplication
**Repeatable Process**
- Teachable
**Plan Your Work, Work Your Plan**
**The Benefits Are Worth The Investment**!