The knowledge manager's handbook : a step-by-step guide to embedding effective knowledge management in your organization

✍ Scribed by Patrick Lambe; Nick Milton

• Year: 2020
• Tongue: English
• Leaves: 453
• Edition: 2
• Category: Library

✦ Table of Contents

Cover
Contents
Foreword by Laurence Prusak
Introduction
PART ONE Orientation to knowledge management implementation
01 What is knowledge management?
Introduction
Definition
The seven main components of knowledge management
Translating KM into business terms
The supply chain analogy
The essential elements of knowledge management
Knowledge management as orchestration
Summary
References
02 The stages of KM implementation
The different implementation approaches
Our recommended approach
The parallel opportunity-led programme
Escalating levels of management decision
Summary
Reference
03 Barriers and pitfalls
Survey evidence
Lessons from the field
Summary
References
PART TWO Preparation and resources
04 Knowledge management strategy
Deciding the strategic principles
Identifying the business drivers
Defining the knowledge management vision
Agreeing the knowledge management scope
Defining the strategic knowledge areas
Assessing the current state of knowledge management
Creating a draft knowledge management framework
Deciding how to handle change management
Creating a business case
Summary
References
05 The role, skills and characteristics of the knowledge management leader
The role of the knowledge management leader
Should the knowledge management leader be an internal or external appointment?
The most important characteristic for an external appointment
What competencies does the knowledge management leader need?
The personality trap
A metaphor
Summary
References
06 The KM team members
How big should your KM team be?
What skillsets will you need on your team?
Attitude and values
Team roles
Summary
Reference
07 The role of senior management
The role of the sponsor
The risks to effective sponsorship
The knowledge management steering team
Working with the other senior managers
Summary
08 Budget and timescale
The need for a budget
How big will the budget need to be?
Assigning your budget among the four KM enablers
Benchmarking your budget
How long will it take to implement knowledge management?
Beware the self-funding trap
Summary
Reference
09 Aims and objectives for the KM implementation programme
Benefits mapping
The interim objectives
Making the objectives SMART
Impact metrics for knowledge management
Setting the value targets and estimating ROI
Dealing with imposed targets
What if you can’t measure value in monetary terms?
Not all measures should be targets
Summary
References
10 Finding partners to help you
Who should be responsible for KM?
KM as partnering
Initiating a partnership
Transitioning the partnerships
Identifying non-obvious partners
Summary
References
PART THREE Assessment and planning
11 Conducting the knowledge resources audit
What is a knowledge resources audit?
How does the audit help a KM implementation?
What are we auditing?
What are the steps in a knowledge resources audit?
Analysing the results of the audit
Summary
References
12 The knowledge management framework
What is a management framework?
Why we need a framework for KM
A template for your KM framework
When you might need more than one framework
Summary
Reference
13 The knowledge discussion elements of the KM framework
Dialogue as the preferred form of discussion
Roles for knowledge discussion
Processes for knowledge discussion
Technologies for knowledge discussion
Governance for knowledge discussion
Summary
References
14 The knowledge capture and documentation elements of the KM framework
The difference between documented knowledge and information
Roles for knowledge documentation
Processes for knowledge documentation
Technology for knowledge documentation
Governance for knowledge documentation
Summary
References
15 The knowledge synthesis elements of the KM framework
What is knowledge synthesis?
What does synthesized knowledge look like?
Roles for knowledge synthesis
Processes for knowledge synthesis
Technologies for knowledge synthesis
Governance for knowledge synthesis
Summary
References
16 The knowledge-finding and re-use elements of the KM framework
The challenges of knowledge re-use
Incentivizing knowledge seeking
The importance of making knowledge findable and accessible
Roles for knowledge finding and re-use
Processes for knowledge finding and re-use
Technologies for knowledge finding and re-use
Governance for knowledge finding and re-use
Summary
References
17 Knowledge organization
Grounding knowledge organization in the business drivers
The three components of knowledge organization
Taking an evidence-based approach to knowledge organization
Using the knowledge resources audit to focus on what counts
Testing and validating your knowledge organization system
Summary
Reference
18 Influencing the stakeholders
The steps of the buy-in ladder
The knowledge manager as salesperson
Segmenting your audience
Influencing tactics
When to use the influencing techniques
Summary
References
19 Culture, communications and change
KM as an agent of culture change
Mapping the current culture
Understanding the cultural drivers
The KM paradigm shift
Communication and change
The communication plan
Summary
References
20 Preparing the KM implementation plan
How to create the implementation plan
Potential elements of the KM plan
Summary
PART FOUR The implementation activity
21 Building the KM champion network
What is a KM champion?
What KM champions do
How to identify potential KM champions
Maintaining the motivation of the KM champions
Supporting the KM champions
Summary
References
22 Trials and pilots
Proof-of-concept trials
Where to look for quick wins
Selecting KM pilot projects
The ‘minimum viable KM framework’
Delivering KM pilots
Reaching the organizational decision point
Summary
Reference
23 Roll-out, embedding and governance
What does embedding mean?
Examples of embedded KM
Finalizing the KM framework
The governance elements of the KM framework
The KM policy
KM roll-out
Celebrating the successes
Tracking the roll-out phase
Summary
References
24 Setting up the KM metrics and reporting system
The different kinds of metrics and their purposes
Examples of KM metrics
KM performance management
KM metrics reporting
KM metrics as a learning opportunity
Summary
References
25 Dealing with bumps in the road
Dealing with common objections
Challenge scenario 1: over-enthusiastic support
Challenge scenario 2: death by a thousand cuts
Challenge scenario 3: perpetual reset mode
Challenge scenario 4: the showstopper
Summary
Reference
26 Transition to the operational team
The decision to close the implementation programme
The role of the KM team after implementation
Knowledge management refresh and update
Summary
References
PART FIVE Deepening and extending your KM programme
27 Working with external frameworks and standards
The benefits and limitations of generic KM frameworks
KM maturity models – opportunities and dangers
KM awards – benefits and limitations
Standards development in KM
Using the ISO 30401:2018 KM standard
Self-audit or external audit?
Summary
References
28 Working externally
Building your KM peer networks
Working with trusted consultants
Working with technology vendors
Scoping and issuing tenders for KM projects
Summary
Reference
29 Knowledge management and digital transformation
The relationship between KM and digital transformation
The core technologies of digital transformation
The limitations of artificial intelligence (AI)
KM implications of digital transformation and AI
Summary
References
PART SIX Case histories
30 Implementing KM at Mars
Know why you’re doing what you are doing
Focus on critical activities that help deliver strategy
Plan the roll-out to build the KM story
Go where there is ‘pull’ and keep all activities relevant to the business and to associates
Measure the business impact of KM activities
Be consistent
Select the team members carefully
Build top-down support
Embed critical knowledge via existing business processes
When is it over?
Summary
31 NASA – emergence, evolution and resilience of a KM programme
Building a resilient KM programme
The NASA KM Community
KM at NASA Headquarters: a tight bond with internal training
KM at a NASA Center: Goddard Space Flight Center
Evolution of KM at headquarters and at the Centers
Strengthening of the programme at the Agency and Center levels
A new beginning for a resilient KM programme and a focus on continuous improvement
Summary
References
32 Using the ISO KM standard 30401:2018 to sense-check KM at Petroleum Development Oman
Introduction
The standard’s key requirements and PDO KM reflections
Conclusions
Summary
33 KM implementation in a global oil and gas company
A focus on collaboration
Connecting sharing to the business – a bold approach
The link between knowledge networks and business results
Connecting people and governance
Visible leadership led to knowledge network growth
Building sustainability
Knowledge discussions and lesson learning
Promoting knowledge re-use
Knowledge synthesis: closed discussions and an enterprise wiki
Measuring knowledge network activity
Summary
Reference
34 KM implementation at Huawei
The value of KM to Huawei
The start of Huawei’s KM journey
Going from the HQ to the frontline
Explicit vs tacit knowledge management
The current state of KM in Huawei
Summary
35 KM implementation at the Singapore Youth Olympics
Facilitating the smooth flow and exchange of information
Cultivating a learn-as-you-go culture
Retaining and transferring Games know-how
Summary
36 Implementing and sustaining KM in the Public Works Department Malaysia
PWD Malaysia is a knowledge-intensive organization
The beginning of the KM journey
KM initiatives
Key challenges for KM
How KM was sustained
Areas of future improvement
Summary
Summary
Glossary
Index