MRDP

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- MRDP - Developing a Knowledge Management
Service System
Clive Van Rooyen Bloemfontein 14 Feb 2008
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Contents

• The Theory
• Definition and aim of KM
• The Conceptual Framework
• Challenges of Service Design
• Service Design in Multi-stakeholder context
• Organizational Architecture
• Technical Architecture
• Operational Process
• Status of KM in MRDP
• What is Knowledge Management in MRDP?
• History of KM in MRDP
• Processes
• Conclusions

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Definition

• Knowledge Management (KM) refers to a range of
  practices used by organizations to identify,
  create, represent, and distribute knowledge for
  reuse, awareness and learning across the
  organization.

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Vision

• Regarding knowledge as an asset, as the
  organizations capital just like finances, staff
  and time
• A culture of knowledge sharing as a key
  characteristic of a learning organisation
• a result-oriented approach to create, preserve
  and use knowledge
• Improvement of services and products

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The KM Challenge

• Even with modern tools, the process of knowledge
  transfer is inherently difficult, since those who
  have knowledge may not be conscious of what they
  know or how significant it is. Thus know-how is
  sticky and tends to stay in peoples heads.
• Talk to each other and work on a culture of
  information and knowledge sharing.

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WHY KM ?
SAVING TIME ... by faster access
toinformation and experts ... by faster
integrationof new employees ... by avoiding
redundant activitiesand data,
information ... by more efficientcommunication
and team work
REDUCING COSTS ... by re-use of ideasand
results (not re-inventing thewheel) ... by
avoiding repeating mistakes ... by saving
costsof learning andtraining ... by
standardizing ITinfrastructure ... by reducing
acquisition costs
BETTER QUALITY ... by sharing of bestpractice
and experience ... by improved quality of
products and services ... better coordinationof
donor activities ... by international exchange
of know-ledge ... by common corporate goal
sharing
HIGHER REVENUE ... by enhanced new business
acquisition ... by innovativeproducts and
services
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The Conceptual Framework
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Impact Monitoring Knowledge Management Service
System
Concept

• Server
• Software development
• Portal/intranet
• Hardware
• Plotter peripherals

• Impact Monitoring
• KM Products
• Operational Monitoring
• Project Documentation
• Learning Modules
• Training Manuals

Technical Architecture
Organizational Architecture

• Advisory Learning Platform
• Monitoring Coordination Meeting
• Operational Platform
• Internal/external communication
• System Administration and management

• PPR/OD/PMS/KM/ME
• GTZ-Mrdp Organogram
• Partner Structure/Clients

Operational Processes
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Objective

• To design a Knowledge Management Service System
  which finds agreement on
• The conceptual framework
• A performance criteria,
• Appropriate technology
• An inter organizational and client setting
• Systematic/Regular Operational processes

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Challenges of Service Design

• Design in Multi-Level-Stakeholder context
• Partner (Government, parastatals, Ngos and other
  intermediaries)
• Programme Components
• Gtz (Pretoria and Eschborn)
• Design environment with a network of actors
• Consensus on criteria, objectives, preferences
• Dynamics of network
• Lack of objective measurement
• Seeking debate/brokering for KM and mutual
  learning
• Participation of all interested stakeholders
• Objectively best solution does not exist

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Identification of System Boundaries
Clients of MRDP
Beneficiaries
GTZ/MRDP
Who are the clients of MRDP? To whom is MRDP
delivering services?
Who is MRDP? With whom is MRDPimplementing in
cooperation?
Who is using the services MRDPs clients are
delivering?
Services
Services
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MANAGEMENT OF ADVISORY PRACTICE
Oversight Committee
External / International Experts
Programme Coordinator
Provincial Counterpart
Provincial Depts
Intermediary Agencies
Advisory Practice Management Platform
District Municipality (Admin Elected Reps
CBNRM Team
Agro-Based LED Team
SPDT Team
HIV/AIDS Team
IMD/LED Team
ME / KM Team
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Process

• PPR Programme Progress Review May 2006
• Process Plan for the 3rd phase
• Develop and Implement an integrated Impact
  Monitoring and Knowledge Management Service
  System
• KM IM consultants November 2006
• Reflection and Design of Service System
• Implemented Elements of Service System
• Conceptual framework development Jan 2007
• OD training April 2007
• The Learning Organization
• Advisory Practice
• Training in Impact monitoring July 2007
• Reflection and Design of Service System
• Implemented Elements of Service System
• PMS Training October2007
• Reflection and Design of Service System
• Implemented Elements of Service System
• Annual Planning and Review Jan 2008
• Lessons Learnt
• Way Forward 2008 - Training in Elements of KM

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Organizational Architecture..1

• Interdependencies among MRDP components/partners/c
  lients and resources ie roles and activities (who
  , what, how, where and when)
• Integration of MRDP Components
• Planning, Monitoring and KM - Service Provider
  for MRDP -
• Communications Officer
• ME Officer/GIS/Data Management Technician
  (consultant)
• Database Developer (consultant)
• IT Technician (SLA)
• Office Management
• Component Managers
• IMD
• CBNRM
• HIV Aids
• Agro-based LED
• Partner structures
• OoP and DEDP, DALA, DoHSS, LCC, MTPA,Gtz,ded etc

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This team will provide services to the other
organisation units
Organizational Architecture..2
Programme Manager
Provincial Counterpart
LED Manager
Manager CBNRM
Manager Agro-Based LED
Manager HIV/AIDS
Planning, KM Monitoring Manager
Fin. Adm Manager
Comm. Officer
LED Expert
Accounts / Reception
CBNRM Facilitator
Agric-LED Specialist
Mitigation
Procurement / Contracts
LED Facilitator
Env. Econ Advisor
GIS/ME Officer
Process Facilitator
AIDS Council/IDP
Cleaner/ Expediter
Co-Mgmt Advisor
IDP/PGDS Coordinator
PDA Specialist
Database Developer
Mainstreaming
Driver / Messenger
IDP Facilitator
IT Services
Security
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This team will provide support services to the
other Components/Partners/Clients
Programme Coordinator
Organizational Architecture..3
Manager Planning, KM Monitoring
MRDP Team Partners
GIS/ME
IT Services
Database development
Commu- cations

• Service Product Support
• Process facilitation
• Conceptualize / Design Technical Strategies
• Improve Policies /Cycles
• IT Maintenance
• Data management

• Comms. Plan
• Marketing Strat
• Media Strat
• Events Management
• Public Relations
• Corporate branding
• Share Point Portal
• Archiving
• Internal Comm

• Operate Maintain GIS Database
• Provide Baseline Data
• Develop Spatial Maps
• Collect and Manage Data
• Documentation
• Support Info Systems

• Develop Solutions for System Requirements
• Maintain tweak Databases
• Training and Installation of systems

• Manage and Maintain Server
• Solve everyday IT problems
• Propose innovative solutions
• Repair or Replace faults in IT system

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Operational Process

• Activities and their interdependencies that
  directly contribute towards KM and ME services
• Meeting System
• Annual Planning and Review (with
  partner/clients)
• Measuring indicators, analysing milestones and
  lessons learnt co-produce annual plans
• Attendees All MRDP stakeholders
• Advisory Practice Platform (with partners
• Sharing strategies, insights lessons and best
  practice to enhance
• excellence and effectiveness
• Develop and share KM products
• Attendees All MRDP stakeholders
• Quarterly ME Meeting
• Measuring milestones, analyzing successes and
  failures. Lessons Learned and Way Forward
• Component Managers and Programme Coordinator
• Monthly Monitoring Coordination meetings
• Monthly Activity monitoring Meeting. Evaluate
  activities on a monthly basis for Component
  Managers and Programme Coordinator
• Team Meetings
• Planning, Monitoring, Communications, KM IT

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Technical Architecture

• Enabling what has to be delivered and Enabling
  access to the service
• System Design
• Software
• Portal/intranet
• Hardware
• Server
• Network
• Technical processing

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Impact
O u t c o m e s
A C T I V I T I E S
Use of Outputs
O u t p u t s
I N P U T S
Data Processing

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External Information sources and data bases

• Personnel
• SAP Human Resources
• Addressbook
• Consultant Database
• Yellow Pages

• External sources
• www
• i-point-Portal
• BMZ Extranet

• Webs
• www.gtz.de
• Intranet
• Extranet
• Sector Network- and Project-Webs

• Controlling
• Management Information System

• Projects
• PBS Project Management System
• RPS - Reference Project System

• Pictures Movies
• MediaCenter 44
• Imagearchive
• Image-CDROMs
• DVDs
• Video footage

• Documents Literature
• Document Management System
• i-point
• WBF

• Products
• Product-Web Themes and Methods
• DMS gt products
• GTZ-Services (www)
• Product and Portfolio Database

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MRDP Information Sources

• Home-based Care Database
• SME database
• GIS database
• Learning Modules
• MRDP newsletters Siyaphambili Update
• Image Collection of MRDP
• Video footage - DVDs
• Paper filing processes in place
• Intranet/share point portal

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Impact Monitoring Knowledge Management Service
System
Concept

• Server
• Software development
• Portal/intranet
• Hardware
• Plotter peripherals

• Impact Monitoring
• KM Products
• Operational Monitoring
• Project Documentation
• Learning Modules
• Training Manuals

Organizational Architecture
Technical Architecture

• Advisory Learning Platform
• Monitoring Coordination Meeting
• Operational Platform
• Internal/external communication
• System Administration and management

• PPR/OD/PMS/KM/ME
• GTZ-Mrdp Organogram
• Partner Structure/Clients

Operational Processes
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Status of KM System of MRDP

• Conceptual Framework
• Organizational Architecture
• Technical Architecture
• Organizational Processes
• KM trajectory of MRDP

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KM ME trajectory at MRDP
KMbrokers

• Knowledge Management Team takes up work
• PPR OD PMSreport
• Start of KM ME strategy
• KM ME consultancy
• More KM ME IT-tools

Benefit

• KM ME Services
• learning regularly from programme knowledge

2008
StrategicKM M E
since 2006

• HBCare Database
• SME Database
• Newsletter
• KM training forum

KM is called KM

• paperbased project filling
• GIS awareness and first towards its use
• image collection

since 2004
growing KM spectrum

• KM consultancy - Learning Modules
• Programme History
• First KM Strategy
• Knowledge tools

good, unwittingly KM
since 2001
MRDP today
since 1999
Scope
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MRDP Support Services

• Media - Newsletter, CD ROMS and DVDs
• Manage Events, Workshops and Training
• Promotions and Marketing
• Producing KM Documents/Modules/Debriefing Tools
• Documentation Archiving
• Database Development, Management and Maintenance
• GIS Surveys Mapping
• Portal Management and Maintenance
• Produce Annual Reports, good practices and video
  footage
• Planning learning processes
• Quarterly Milestone monitoring
• Annual KPI analysis
• IT Systems Management and Maintenance

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Conclusion - Next Steps

• Manage and Maintain Intranet Knowledge Store
• Facilitate Learning Meetings with MRDP
  Partners/Clients
• Elaboration of KM Elements and Products
• Training of Component Teams and Partners
• Produce Good Practices, Lessons Learnt and an
  Annual Report for 2008
• 2008 and beyond - Upscale and Outscale

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Work in Progress

• Thank you for your Attention