Knowledge Management Strategies for Success

1
Knowledge Management Strategies for Success

• Lessons Learned
• A Roadmap for Change
• Brigitte Blackburn
• Director, Business Transformation
• Computer Sciences Corporation

2
CSCs Knowledge Management Services Model
Sponsor
Knowledge
Communities
Knowledge Team
Knowledge
Knowledge
Knowledge
Workers
Infrastructure
Base
Knowledge
Processes
Collaborative Culture
To be effective, Knowledge Management has to be
more than just a technology solution.
3
Seven Drivers of Organizational Change
4
Ten Strategies for Success

• 1. Assure that KM supports your business vision
  and strategy
• 2. Develop a KM architecture
• 3. Leverage existing resources
• 4. Build to the architecture
• 5. Connect people and build systems in parallel
• 6. Mature content management methods as knowledge
  base grows
• 7. Support organizational and individual
  customization and adaptation
• 8. Measure, measure, measure
• 9. Recognize that knowledge management is an
  organizational change project
• 10. Garner and maintain strong sponsorship

5
End of Presentation

• Remaining Slides are for Reference Only
• Please include as part of handout if one is
  provided

6
A Holistic Approach To Change
7
Assure that KM Supports your Business Vision and
Strategy

• Lessons Learned
• Tie KM to the business strategy
• Balance local and global goals
• Deliver short term business value
• Lay the groundwork for a long term business
  change capability

• Road Map
• Identify your critical business issues
• Identify those issues impacted by knowledge
  capabilities
• Assess current state of knowledge relative to
  those issues
• Develop strategy to address the gaps

8
Develop a Knowledge Management Architecture

• Lessons Learned
• Create an architecture that supports all
  dimensions of a successful knowledge environment
• Communities
• Knowledge Base
• Collaborative Environment
• Use it as a framework guiding KM investments
• Support organizational design flexibility and
  customization
• Look beyond the bounds of the current organization

• Roadmap
• Develop models for each element of change
• Business Process
• Organization
• Location
• Applications
• Data
• Technology
• Understand and allow for variations in current
  business environment
• Identify and accommodate future possibilities
• Evolve over time

9
Leverage Existing Resources

• Lessons Learned
• Adopt an integrating or umbrella position
• Leverage successful experiences avoid building
  from scratch
• Focus initially on making existing knowledge
  resources visible
• Minimize central mandates
• Establish partnerships

• Roadmap
• Inventory existing KM initiatives, communities,
  repositories, applications and technology
• Identify and target high impact knowledge
  resources
• Focus on integrating these resources into a
  common environment

10
Build towards the Architecture

• Transition Existing knowledge Resources
• Focus initially on integration
• Develop standards that increase knowledge sharing
  across organizational boundaries
• Take an incremental approach to implementing
  these standards
• Build New Knowledge Resources
• Focus on main business issues
• Address critical knowledge gaps

• Establish Key Building Blocks as you Go
• Enterprise knowledge portal with search
  capability
• Communities/ collaboration processes and
  infrastructure
• Content management processes and infrastructure
• Provide one virtual place where are people go to
  work - integrate knowledge and business
  applications
• Hide technology complexity - simplify access and
  navigation

11
Connect People First, Build Systems in Parallel

• Lessons Learned
• Dont assume that if you build it, they will come
• Develop your processes for connecting people,
  then
• Align infrastructure and your management systems
  to support these processes

• Roadmap
• Launch knowledge communities and empower them to
  add business value
• Provide thought leadership
• Enhance the value of intellectual capital
• Accelerate business change
• Invest in communities around business critical
  topics
• Encourage communities around new topics to lay
  the ground for the future

12
Mature Content Management Methods as your
Knowledge Base Grows

• Lessons Learned
• Qualify and organize knowledge to support your
  business processes
• Focus on both quality and structure
• Invest in closing knowledge base gaps in areas
  that are critical to the business
• Structure the knowledge base to support
  communities specific knowledge maps
• Leverage knowledge communities to enhance the
  value of the knowledge base

13
Support Customization and Adaptation

• Lessons Learned
• Dont assume one size fits all
• Allow business priorities to direct deployment
• Integrate knowledge management with doing
  business
• Support personalization and adaptation

• Roadmap
• Build an instrument of change (Knowledge Teams)
  that parallels the way the business is organized
• Charge knowledge teams with local transformations
• Provide knowledge services to accelerate the rate
  of change

14
Measure, Measure, Measure

• Roadmap
• Start with anecdotal measures of success
• Baseline current business performance
• Establish measures which reflect
• Knowledge environment impact on the business
• Knowledge environment participation
• Report measures when you have something to report
• Keep it Simple

• Lessons Learned
• Measuring KM program business value is critical
  to
• Sustaining investment
• Building sponsorship
• Measurement can start with anecdotal information
  but must progress
• KM measures must be embedded in existing business
  performance measurement programs

15
Recognize that KM is an Organizational Change
Project

• Lessons Learned
• Engage organizational change expertise
• Establish a virtual knowledge management
  organization
• Clearly identify roles
• Develop change agent capability
• Avoid command control
• Align management systems
• Communication Programs
• Educational Programs
• Reward Recognition Programs
• Management and Delivery Assurance Reviews
• Actively demonstrate sponsorship
• Focus on reinforcing interventions

16
Garner and Maintain Strong Sponsorship

• Pick your Targets
• Starting with one sponsor and building towards
  executive unanimity is OK!!
• Focus on Their Hot Buttons
• Focus initiatives on short term business value
• Sell what your company is buying
• Communicate
• Develop a strong communications program and
  advertise achievements
• Frame communications in the language of the
  business
• Educate
• Use business scenarios to educate executives on
  what KM means to the business
• Leverage people across the organization to
  demonstrate value
• Deliver against commitments made