Knowledge Management Strategy

Question 1

How can a TD professional connect the org’s knowledge needs and sources with the way the work gets done?

Answer 1

Overlay a KM map with a work process map (a visualization of the work process). Ensure all needs are accurate.

The combined deliverable clearly shows knowledge needs at the point in the work process where they are needed, then connects the associated knowledge source that can satisfy the need.

Question 2

How can a TD professional develop a prioritization framework for understanding the value of knowledge in the workflow?

Answer 2

Use the KM map to highlight critical processes where knowledge elements are key.

Do this by connecting business drivers to job outcomes and mapping them to the associated work processes that have been connected to the knowledge sources.

Question 3

What is needed for KM to succeed in an organization? How must the organization view KM? (2)

Answer 3

It must be valued as a strategic asset and embedded as a core cultural component

Question 4

How can leadership support a KM strategy?

Answer 4

encourage and reward collaboration, the public sharing of information, and any other processes that create and scale knowledge

Question 5

How can TD engage leadership on the KM strategy?

Answer 5

• engage them early in the process
• Share observations and findings
• Make recommendations for required improvements
• Maintain effective communication

Question 6

TD’s relationship with management during a KM strategy

Answer 6

• Engaged early
• Management’s support should be continuous, demonstrable, and more than just budget approval
• Should be actively engaged through messaging, oversight, and review and accountability

When managers encourage and become champions of the KM effort, employees will be more likely to view it as something that makes their jobs easier, not more difficult

Question 7

2 most important facets of management participation

Answer 7

• documenting effort and progress
• active participation

Question 8

How to drive the right behavior and encourage employee engagement/participation?

Answer 8

• establish measures of participation
• create reward programs linked to measurable action

Some examples:
- revising JDs so that contributing to the KM system is required; for example, staff might be required to contribute three KM articles per quarter
- conducting periodic appraisals and awarding spot bonuses based on participation
- linking awards for outstanding performance to KM contribution
using gamification to challenge and reward participation and sharing

Question 9

How does KM support TD goals?

Answer 9

applying knowledge to accomplish organizational objectives

identifying, mapping, capturing, codifying, and sharing knowledge that was previously unknown or known to only a few

TD then creates solutions that connect knowledge, competencies, and skills

Question 10

How does the KM system give TD visibility on organizational knowledge and why is this important?

Answer 10

the KM system provides a clear line of sight to the knowledge needs by role and level, and to the knowledge required to accomplish the objectives

Talent development professionals should understand what knowledge is required by each role in the organization, and at each level of responsibility, to accomplish organizational objectives.

Question 11

How can TD support KM contributions and employee efforts? (3)

Answer 11

• Peer KM champions - local KM champions assigned to provide troubleshooting and support for KM issues
• KM self-help - he knowledge base or FAQ for questions and support
• Help desk - provides phone support (typically through the IT helpdesk or customer care)

Question 12

What are 6 positive influences of KM on an organization?

Answer 12

• Introduction and implementation of metrics (e.g., use, contribution, longevity, sharing of knowledge)
• Improved quality of information through tracking and reviewing assets
• Information updates - knowledge systems can be mined
• Cost and productivity benefits - time spent seeking knowledge is reduced
• Improved customer metrics
• Improved staff morale
• better knowledge access and sources

Question 13

What are the strategic benefits of KM to an organization?

Answer 13

• enhancing decision-making
• improving innovation and collaboration across disconnected parts of the organization
• reducing loss of expert knowledge by formally capturing explicit and tacit knowledge
• exploiting market opportunities through building strategy and planning on current validated knowledge

Question 14

What are the tactical benefits of KM to an organization?

Answer 14

• enabling performers to safely share best practices
• capturing work process innovation for re-use
• increasing efficiency and productivity and reducing rework and reinvention
• reducing time to competency by creating targeted onboarding and providing access to knowledge

Question 15

Steps for implementing a KM strategy (10)

Answer 15

• Establish a KM methodology: policies, rules, techniques, and procedures
• Designate a point person: Chief Knowledge Officer
• Empower knowledge workers: knowledge originates from knowledge workers; sometimes this can be as simple as giving explicit permission to participate and share
• Capture customer-centric knowledge: learn about and from customers
• Manage core competencies: understand what the org is good at
• Foster collaboration and innovation: develop reward structure
• Learn from best practice: prevent reinvention and encourage re-use of ideas and methods
• Extend knowledge sourcing: extend retrieval and dissemination through external sources
• Interconnect communities of expertise: internal and external communities; internal and external experts/SMEs
• Report measured value of knowledge assets

Question 16

What are some examples of KM metrics?

Answer 16

use, contribution, longevity, sharing of knowledge

Question 17

What is TD’s first step in using KM to support business needs?

Answer 17

Talent development professionals should connect the knowledge needs and sources with the way in which the work gets done.

To do this, they can compare the knowledge management map with the work process map for the work group in question.
Studying business processes to understand what knowledge is required at every stage should be the first step.

Question 18

What are two ways to prioritize information in a KM system?

Answer 18

• Information connected to business drivers over less relevant info
• information that will be used often vs. rarely

Question 19

What is knowledge sourcing?

Answer 19

The successful retrieval of information and dissemination of knowledge. Sourcing can be extended through different media such as the internet, intranet, and extranet. Organizations can use these mechanisms to retrieve and deliver knowledge.

Question 20

How to link internal and external communities?

Answer 20

Can be created using formal virtual communities and teams and through electronic libraries such as whitepapers or knowledge banks. Internal experts aid in problem solving, while experts are generally connected with senior management for advice on specific areas.