Knowledge Management Guide Understanding KM Implementing KM Learning

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience A Guide to Agency-Wide Knowledge Management for State DOTs NCHRP Project 20-98 FINAL PRESENTATION ACKNOWLEDGEMENT OF SPONSORSHIP PREPARED FOR NCHRP TRANSPORTATION RESEARCH BOARD OF THE NATIONAL ACADEMIES This work was sponsored by the American Association of State Highway and Transportation Officials, in cooperation with the Federal Highway Administration, and was conducted in the National Cooperative Highway Research Program, which is administered by the Transportation Research Board of the National Academies. SPY POND PARTNERS, LLC ARLINGTON, MA MAY 2015 DISCLAIMER: This is an uncorrected draft as submitted by the Contractor. The opinions and conclusions expressed or implied herein are those of the Contractor. They are not necessarily those of the Transportation Research Board, the National Academies, or the program sponsors.

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience What is Knowledge Management? “Knowledge Management” (KM) is an umbrella term for a variety of techniques for building, leveraging and sustaining the know-how and experience of an organization’s employees. 2

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Information Knowledge Information – Data and documents that have been given value through analysis, interpretation or compilation in a meaningful form. Knowledge – The basis for a person’s ability to take effective action or make an effective decision. 3

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience How Do You Manage Knowledge? Build it: provide opportunities for employees to learn from their peers – both within and outside of the organization. Leverage it: make sure that individuals and project teams are learning from prior experience and are not re-inventing the wheel. Sustain it: retain critical capabilities and institutional memory as employees retire or transition to other jobs-either within or outside of the organization. 4

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience KM Methods Knowledge Capture (Codification) – A technical expert can be interviewed and asked to summarize important lessons and techniques they have learned. These lessons and techniques can be recorded and made available to others. Knowledge Transfer (Person-to-Person) – A seasoned project manager can be asked to mentor or collaborate with others as they tackle a task or project. 5

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Why Should DOTs Be Interested in KM? 6

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Why Should DOTs Be Interested in KM? A strong workforce is critical to success DOTs are losing staff due to retirements and downsizing Today’s workforce is more mobile – changing jobs more frequently KM can reduce a DOT’s vulnerability to loss of institutional knowledge and critical skill sets 7

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience DOTs Can Use KM to Build bench strength to improve agency effectiveness and resilience Strengthen a culture of learning and innovation – critical to respond to changing DOT role and new expectations Build new skills and capabilities to support needed organizational transformation to meet changing expectations 8

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience An Agency-Wide KM Approach Strategic: Focus KM activities on the organization’s greatest risks and opportunities; Accountable: Expected outcomes are clearly defined and tracked; and Agile: The most appropriate and effective KM tools and techniques are applied to achieve the desired outcomes. 9

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Key Elements of Agency-Wide KM Leadership & Direction Collaboration & Communities Knowledge Codification & Dissemination Succession & Talent Management 10

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Leadership & Direction Leadership – Understands how KM supports business goals – Shows support by designating a KM lead and making resources available – Establishes expectations and requests regular updates on progress 11

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Collaboration & Communities Collaboration is valued in the agency Opportunities for knowledge sharing, mentoring and problem solving are provided – online and face to face Newer employees are encouraged to learn from colleagues and know who to ask if they have a question 12

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Knowledge Codification & Dissemination Mission-critical, unique and at-risk knowledge is proactively identified and captured Lessons learned are captured when projects or other activities are completed As new activities are started, the knowledge base is used and applied 13

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Succession & Talent Management Emerging workforce knowledge gaps and risks are regularly reviewed Gaps and risks are actively addressed through recruiting, employee onboarding, training, and succession management activities Information about the skills and training of individual employees is made available to enable the organization to make best possible use of the available talent 14

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Implementing KM Step 1:Assess Risks and Opportunities Step 2: Develop a KM Strategy Step 3: Create a KM Implementation Plan Step 4: Monitor Results 15

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 1: Assess Risks and Opportunities Conduct a Knowledge Assessment to: – Identify current areas of vulnerability – Assess the agency’s current level of capability and bench strength in key skill areas – Identify opportunities for expanding use of existing techniques for knowledge transfer that are working well 16

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 1: Assess Risks and Opportunities Options: – Quick “litmus test” – Senior leadership workshop – In-depth knowledge assessment survey – Knowledge risk assessment (see the KM Guide for details) 17

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 2: Develop a KM Strategy Purpose – Define what the agency hopes to accomplish through KM techniques and how – Get key players in the organization engaged and aligned – Provide an opportunity for the agency leadership to establish accountability for moving forward 18

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 2: Develop a KM Strategy Activities – Form a working group with broad agency representation – Establish goals for KM – Identify strategies to meet goals – Identify resources for first 6-12 months – Seek executive endorsement and resource commitment 19

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 2: Develop a KM Strategy Sample Goals – Mitigate risks of knowledge loss associated with pending retirements of experienced employees – Build institutional memory before people leave or retire – Build bridges across “islands of knowledge” – Stimulate innovation – Strengthen agency adaptability and agility – Increase employee efficiency and effectiveness – Strengthen customer service 20

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 2: Develop a KM Strategy Include a balanced set of strategies Provide the motivation, means and opportunity for knowledge sharing 21

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Sample KM Strategy 23

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 2: Develop a KM Strategy Important to designate the right KM lead: – Champions KM across the organization – Works across organizational silos – Works well with information technology unit – Excellent communication and negotiation skills – Trusted by upper management – Can be located in: Research, Training, Human Resources, Risk Management, Performance Management or Business Support Units 24

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 3: Create a KM Implementation Plan Purpose – Operationalize the strategy – Make sure that the right people are involved – Establish accountability framework 25

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 3: Create a KM Implementation Plan Activities – Identify KM activities to carry out the strategy – Identify metrics and evaluation methods – Develop a detailed plan for first set of initiatives – Develop a communication plan – Identify resource needs and develop a budget – Establish a schedule of milestones – Set up tracking and evaluation process 26

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 3: Create a KM Implementation Plan Tips – Start small – use pilots to test different methods – Include activities for: startup planning, pilot, evaluation, and evolution – Think about how to evaluate and report on each activity from the start – Anticipate a mix of planned activities and responsive services 27

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Selected KM Techniques Communities of Practice Expertise Locators – Tracking specialized expertise or skills and providing an online “yellow pages” of expertise in order to locate appropriate individuals in the organization. – Communities of individuals with similar roles in the organization that meet periodically to brainstorm, problemsolve and share their experiences. 28

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Selected KM Techniques Collaboration Platforms Lessons Learned – Collecting, reviewing and publishing lessons about successes and unanticipated outcomes that can be easily accessed and applied. – Platforms for social networking and forums that allow people to share views on related topics of interest either in-house or external. 29

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Selected KM Techniques Continuity Books Business Process Documentation – Writing the “how to do my job manual,” or the do’s and don’ts of various organizational processes, and making them available through a content management system – Mapping current business processes to provide a common understanding of steps, inputs, outputs, and roles 30

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Selected KM Techniques Job Shadowing Mentoring – A less experienced employee follows a more experienced employee in the organization throughout the day, learning through observation – A formal program to link mentees (less experienced employees) with mentors (more experienced employees) in the organization 31

Knowledge Management Guide Understanding KM Implementing KM Roles and Responsibilities Learning from Experience

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 4: Monitor Results Purpose – Provide accountability – necessary to sustain KM – Identify what is working, what isn’t, what needs improvement 33

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 4: Monitor Results Key Questions – Costs: What are we spending on KM support activities? How much time is it consuming? – Outputs: What are we delivering or producing? – Exposure/Use: What is the “market penetration” of the KM support activities? Who are we reaching? – Outcomes: Is the effort having its intended impact? Are we accomplishing our goals? 34

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Step 4: Monitor Results Measurement Methods – Costs: Track time spent by the KM lead (and others) to plan, facilitate and support KM activities. – Outputs: Maintain an activity log to track products and services provided. – Exposure/Use: Use a combination of manual methods such as meeting sign-in sheets, and automated methods built into systems (e.g., tracking of web page hits or document downloads). – Outcomes: Use surveys or interviews with employees, or studies of specific business process efficiency changes. Collect both quantitative and qualitative information. 35

Knowledge Management Guide Understanding KM Implementing KM Sample Metrics Learning from Experience

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Learning from Experience See the KM Guide for: – Transportation agencies with KM initiatives – KM references relevant to transportation agencies – Sample implementation tools and templates 37

Knowledge Management Guide Understanding KM Implementing KM Learning from Experience Where to find the KM Guide Print Version: http:// apps.trb.org/cmsfeed/TRBNetProjectDisplay.asp?ProjectID 3666 Web Version: – http://sites.spypondpartners.com/kmdemo/index.html 38