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1、Fear Factor: Surviving KM Implementation,Jeff Oxenford Knowledge Management Coordinator Awwa Research Foundation, 2004 Awwa Research Foundation. All Rights Reserved.,Suggested titles for this presentation,Extreme make-over: Office Edition KM: The good, the bad, the ugly If you aint scared, you aint
2、right (Taj Mahal) Culture Wars: A decade long KM effort Share the love: Implementing KM Implement THIS!,Awwa Research Foundation,Mission: Advancing the Science of Water Centralized program for drinking water utilities 1000 subscribers (worldwide) Staff 45 Research budget - $25M (2004) Contract out t
3、he research 350 ongoing projects worldwide,KM research projects,Application of Knowledge Management to Utilities KM for water quality management Published in 2003 A Knowledge Management Approach to Drinking Water Utility Business Review of industry practices Beginning of a community of practice To b
4、e completed in 2005 Strategies To Help Drinking Water Utilities Ensure Effective Retention Of Knowledge Proposed for 2005 funding,KM at AwwaRF,Drivers,Improving customer satisfaction Customer survey results Practical results that can be used Timely information User friendly formats,Our definition of
5、 knowledge,“Knowledge is information that can be used”,AwwaRF definition of knowledge management,“Managing the flow of information among customers, staff, researchers, volunteers, and other stakeholders -Focusing first on external customers”,Quotes,“Were a research organization, knowledge is our bus
6、iness.” “Weve built the science, now we have to make sure our customers can use it.”,Past challenges to KM,Conservative industry “Research comes first” culture Research management the staff Senior management engineers Administration costs at less than 15% IT and technology transfer are admin. Expert
7、ise outside our staff Researchers and volunteers,Knowledge transfer bottleneck,800 projects - 350+ ongoing 1000+ volunteers and researchers,Customers,Research (knowledge),1000 utilities,Strategic approach to KM,Organization goals KM implementation plan Information model,Specific activities,Capture “
8、written down” information making existing results available faster Improve “user friendly” communication tools Targeted e-mails, featured topics, redesigned web site, staff experts Establish cross-unit teams to share information Implement a content management system (CMS),Where we are today?,“Our nu
9、mber one goal in upcoming years is providing you with practical knowledge .” June 2004 Board chair at 2004 annual subscribers breakfast Critical Success Factor #1 - “Creating, managing and transferring knowledge” AwwaRFs 2004 Strategic Plan Workshop on “Knowledge Management for Water Research Organi
10、zations” Co-chair April 2004 - Global Water Research Coalition,Where we are going?,Linking research community with end users Researchers (“State of the science”, practical results, whos the expert) Users (Whats needed, practical experience) Customer relationship management Who knows what, who needs
11、what,The journey,KM evolved from the goal “to exceed customer expectations”,Stage 1: Product Focus Research Application Program (1994),“Bridging the gap between research and implementation”,RESEARCH,UTILITY APPLICATION,RESEARCH APPLICATIONS,Standards,Seal of Approval,Products,User-FriendlyInformatio
12、n,“Being First”,Regulations,Getting started: “Research to convince researchers”,Subscriber survey Survey of other research organizations (i.e. benchmarking with peers) Barriers assessment Innovation science,Started small on many fronts “KM into a research context”,Conducted demonstration projects Re
13、vised research planning Documented benefits of research Provided staff education innovation, barriers to implementation Introduced “user friendly” information summary documents, workshops, etc .,Stage 2 Customer Focus Senior Account Manager Program (1998),Improve personal relationship with large cus
14、tomers Understand customer needs Get them more involved in our program,Stage 3 Transfer Focus Emphasis on Technology Transfer (2000),Consultant review of technology transfer program (2001) Technology transfer business plan (2002) Ad-hoc Board committee for technology transfer Increased web presence,
15、 e-newsletters Incorporation of knowledge management,Stage 4: Pulling it togetherKnowledge Management Initiative (2003),Knowledge creation team (2001) KM program plan (2003) KM coordinator position (2004) 3rd party program review ? Restructuring the organization,Lessons Learned,Lesson #1 Changing cu
16、lture takes time a lot of it,Education at every opportunity Formal presentations Informal discussions Ownership of the process Involvement in program development (both top-down and bottom-up) Having a champion keeps ideas alive,Lesson #1 (continued),Tie to mission value to the organization Organization building rather than program building “When your message becomes someone elses message, youve won”,Lesson #2 Voice from the outside adds credibility,The consultant
