From Bill Jett, Knowledge Management and Metrics Specialist, Seventeenth Coast Guard District.

1. Knowledge Management Bill Jett District 17 Knowledge Management and Metrics Specialist

3. Knowledge Management The Data-Wisdom Pyramid WISDOM KNOWLEDGE INFORMATION DATA – FACTS - FACTOIDS

4. Knowledge Management ----------------------------------------------------------------- "If only HP knew what it knows it would make three times more profit tomorrow" Lew Platt, ex CEO Hewlett Packard ----------------------------------------------------------------- "Knowledge Management is the discipline of enabling individuals, teams and entire organisations to collectively and systematically create, share and apply knowledge, to better achieve their objectives" Ron Young, CEO/CKO Knowledge Associates International

5. Knowledge Management ----------------------------------------------------------------- "Most activities or tasks are not one-time events. Whether its drilling a well or conducting a transaction at a service station, we do the same things repeatedly. Our philosophy is fairly simple: every time we do something again, we should do it better than the last time". Sir John Steely Browne, BP, Harvard Business Review, 1997. ----------------------------------------------------------------- "The capabilities by which communities within an organisation capture the knowledge that is critical to them, constantly improve it and make it available in the most effective manner to those who need it, so that they can exploit it creatively to add value as a normal part of their work" GlaxoSmithKline -----------------------------------------------------------------

6. Knowledge Management ----------------------------------------------------------------- "Knowledge management will deliver outstanding collaboration and partnership working. It will ensure the region maximizes the value of its information and knowledge assets and it will help its citizens to use their creativity and skills better, leading to improved effectiveness and greater innovation". West Midlands Regional Observatory, UK ----------------------------------------------------------------- "We recognise that our most important asset is people and their knowledge. We understand Knowledge Management (KM) as the cultivation of an environment within which people are willing to share, learn and collaborate together leading to improvement". Care Services Improvement Partnership (CSIP) ------------------------------------------------------------

7. Knowledge Management A system that provides the user with the explicit information required, in exactly the form required, at precisely the time the user needs it. Frank McKenna (San Diego, CA USA)

8. Knowledge Management Baldrige National Quality Program, Section 4.2 Management of Information, Information Technology and Knowledge Quality and Availability of needed data, information, software and hardware for the workforce, suppliers, partners, collaborators and customers. Continued Availability (data, information, systems), accuracy, integrity, reliability, security, confidentiality, user-friendliness, current with business needs, timeliness (from need to fulfillment).

9. Knowledge Management Core Components Of Knowledge Management People Organizations Processes Technology

10. Knowledge Management Knowledge Management Environment Repeating events or circumstances Trust – Collaboration Managerial Shell Stakeholders (co-workers, workforce, suppliers, partners, collaborators, customers)

11. Knowledge Management Objectives Of Knowledge Management Profit Achievement Process Improvement (Time, Resources, Effectiveness) Product Improvement Service Improvement Knowledge Improvement Creativity / Innovation Adaptation (changing environments or markets) Add Value Competitive Advantage Reduce Costs Reduce Training Reduce Waste of Resources Increase Production Solve Problems Retain Intellectual Assets

12. Knowledge Management Approaches To Knowledge Management Collectively – group process Systematically – structured, organized Prescriptively – In exactly the form required. Made available in the most effective manner. Targeted – To those who need it.

13. Knowledge Management Human Structures Individuals Teams Organizations

14. Knowledge Management Properties Of Knowledge Management Availability Accuracy Integrity Reliability Security Confidentiality Relevance User-friendliness Currency (with business needs) Timeliness (from need to fulfillment)

15. Knowledge Management Processes In Managing Knowledge Identify Create Collect Store / Retain Share / Transfer / Make Available Apply Feed Back / Corrective or Enhancing Actions

16. Knowledge Management Identification Identification is the process of determining target knowledge; identifying knowledge of value versus non-value added information. It includes identifying target users. Creation The creation of knowledge is required where it did not previously exist. And it must be created in a manner that can be passed on to the next stage.

17. Knowledge Management Collection / Capture Capturing refers to collecting knowledge in a permanent manner that allows it to be stored and then made available. Collection processes can include structured analysis, interviews, mind mapping, process mapping.

18. Knowledge Management Storage Storage refers to the manner in which knowledge is preserved and accumulated. Storage media includes hard copy text and pictures (books, paper, etc), magnetic media, optical diskettes. On a larger scale libraries, operation centers, disk farms, web-world. Each manner of storage has their own methods of identifying information locations and retrieval processes, which impacts the following stage of Availability.

19. Knowledge Management Sharing – Transfer – Making Available Availability is the manner in which stored knowledge is disseminated or served to other people or systems. The information can be pushed, pulled or served as a combination to end-users. For example E-mail, or search

20. Knowledge Management Apply How do the stakeholders make use of the knowledge to achieve one or more of the objectives. Feeding Back Taking corrective or enhancing actions. How does the knowledge management process close the loop and feed back its own lessons learned to improve the targeted processes as well as to improve the knowledge management process itself. Example: SEI CMM Lessons learned vs correcting the problem.

21. Knowledge Management Methods / Techniques Historical: OJT Apprenticeships Mentorship Public forums Documents Libraries

22. Knowledge Management Technical Adaptations: Storage Media Knowledge Bases Expert Systems Knowledge Repositories Decision Support Systems Computer Supported Cooperative Work

23. Knowledge Management Next Generation: Connectivity Tools (networks) Internet Tele-Communication devices Social Media (Wiki, Blog, ??)

24. Knowledge Management X Creativity / Innovation X Retain Intellectual Assets X Reduce Training Method Wiki / Blog Method Knowledge Base Method OJT / Mentorship Objective(s)

25. Knowledge Management Feed Back / Corrective or Enhancing Actions Apply Share / Transfer / Make Available Store / Retain Collect Create Identify Method Wiki / Blog Method Knowledge Base Method OJT / Mentorship Processes

26. Knowledge Management THANK YOU QUESTIONS / COMMENTS Bill Jett District 17 Knowledge Management and Metrics Specialist