Knowledge Transfer Concepts

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Knowledge Transfer Concepts

• Presented by the Human Resources Division

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Workforce Planning

• The process of ensuring that the right people are
  in the right place at the right time to
  accomplish the agencys mission.

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Why Workforce Planning?

• Helps accomplish agency mission more effectively
  and efficiently
• Helps ensure replacements are available to fill
  important vacancies
• Provides realistic staffing projections for
  budget purposes
• Helps agency retain institutional knowledge

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State of Wyoming Workforce Planning

• State agencies are encouraged to develop a
  strategic view of human resource needs, including
  the development of a workforce plan, with the
  assistance of the division of personnel, to
  address the future needs of the state agency.

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State of Wyoming Workforce Planning

• it is essential that managers in all state
  agencies anticipate and plan for the eventuality
  of retirement of the states seasoned workforce
  in a manner that does not undermine the states
  workforce or create morale problems among less
  experienced staff who are preparing for
  promotional opportunities created by retirement
  of their co-workers.

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Knowledge Management

• A systematic approach to finding, understanding
  and using knowledge to achieve organizational
  objectives.
• Consists of deciding
• What is to be shared
• With whom it is to be shared
• How it is to be shared
• Sharing and using it

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Types of Knowledge Tacit

• Knowledge that people carry in their heads. It
  is difficult to access and most people are not
  even aware of what they possess or how it is of
  value to others. It provides context for ideas,
  experiences, people, and places and is not easily
  captured.

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Types of Knowledge Explicit

• Structured Data elements that are organized in
  a particular way for future retrieval, e.g.
  documents, databases, spreadsheets
• Unstructured Information not referenced for
  retrieval, e.g. emails, images, audio or video
  selections

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Knowledge Transfer

• The process of sharing knowledge between one
  person and another
• If knowledge has not been absorbed, it has not
  been transferred

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Knowledge Transfer Tip 1

• Managers may have some knowledge transfer methods
  already in place
• Consider using those methods as the foundation
  for the knowledge transfer plan

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Knowledge Transfer / Management Strategies

• Job Aids
• Mentoring Programs
• Process Documentation
• Best Practice Meetings or Studies
• Communities of Practice
• Retirees on Retainer
• Job Shadowing
• Expert Systems
• Critical Incident Reviews

• Electronic Performance Support System
• Storyboards
• Storytelling
• Double fills
• Document Repositories
• Job Rotation
• Knowledge Fairs
• Knowledge Maps
• Structured On the Job Training

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Job Aids

• Anything that helps people perform in real time.
  
• Knowledge can be stored in the job aid and
  accessed through low-tech methods by performers
  when the need arises.

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Mentoring Programs

• Mentors offer advice in a situation on what to
  do, how to do it and why it is worth doing.
• A mentor is an experienced performer and rarely
  the mentees supervisor, since effective mentors
  should have no performance management interest in
  the development of another person.

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Process Documentation

• Process documentation involves flowcharting how
  work is performed.
• It may include special variations in what
  performers should do or how they should do it
  based on special circumstances such as deviation
  from norms.

15
Best Practices Meetings or Studies

• Best practices meetings or studies look for
  different processes or systems to perform work
  that have had measurable success and
  effectiveness and are likely transferable.
• Best practices are found in a variety of ways
  through meetings of similar functional groups,
  polling employees or surveying for best practices.

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Communities of Practice

• A community of practice is a group that comes
  together to share information about a common
  problem, issue or topic.
• Such communities may meet in person or online
  critical incidents or best practices are often
  discussed at these meetings.

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Retirees on Retainer

• Retirees on retainer is typically having experts
  available to train or share specialized
  knowledge.
• What are the States limitations when agencies
  want to re-hire retires?

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Job Shadowing

• A less-experienced performer is paired up with a
  veteran performer to transfer knowledge.
• The veteran is asked to share knowledge (and
  perhaps hands-on practice) in dealing with
  everyday problems in addition to the most
  difficult situations he or she has faced on the
  job.

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Critical Incident Reviews

• A critical incident is a difficult situation.
• By documenting the critical incident experiences
  for the organizations most experienced
  performers, the organization can capture lessons
  for knowledge transfer.

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Story Telling

• A story is a description of what happened in a
  situation. If you hear what really happened
  you are hearing a story. Story telling can be a
  most effective way of transmitting wisdom from
  one person to another.

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Document Repositories

• A collection of textual showrooms that can be
  viewed, retrieved and interpreted both by humans
  and by automates.
• A document repository adds navigation and
  categorization to the information stored.

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Structured On the Job Training

• Instruction takes place on the actual job site,
  usually involving learning skills or procedures
  in a hands-on manner following a defined
  structured learning process.

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Knowledge Transfer Tip 2

• Formalize existing processes.
• Keep the Knowledge Transfer Plan effective and
  appropriate to the work.
• Monitor and evaluate the plan to ensure the
  knowledge truly is transferred.

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Roles Responsibilities

• Agency Managers
• Identify critical components and KSAs
• Develop Knowledge Transfer Plan
• Assure Plan is accomplished

• HR A I Consultants
• Assist managers in identifying KSAs
• Assist managers in developing Knowledge Transfer
  Plan
• Available for ongoing consultation

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Knowledge is the most important raw material of
government working with knowledge is its most
important process and knowledge is what citizens
expect government to provide.

• Thomas A. Stewart
• Editorial Director
• Business 2.0 Magazine