Knowledge Management (KM) Strategy 15 November 2008 Oman e-Government Workshop 2008
The idea is not to create an encyclopedia of everything that
everybody knows, but to keep track of people who ‘know the
recipe’, and nurture the technology and culture that will get
everyone to share, to collaborate and to apply.
“
”
What is Knowledge Management?
Anonymous
What is Knowledge Management?
• No one can manage knowledge alone
• But collectively, we can manage the KM environment, where knowledge can be – Created– Discovered– Captured– Shared– Distilled– Validated– Transferred– Adopted– Adapted– Applied
Challenges to KM
• Too many systems, or no system• De-centralised• Difficult to contribute• Time consuming to search• Difficult to use• Data overload• …
Opportunity !
tacit knowledge
Explicit kn
owledge
solutionproblem
product / service
product life cyclefailure
customerIT
training
engineering
operations
human resourcesScanning
search
communities of practiceKM tools
budget
time
person
team
reports
videoIntra/internet
databases
Securityaccess
MapMap
CaptureCapture
OrganizeOrganize
TransferTransfer
UtilizeUtilize
= Inventory knowledge assets, people and media
= Gather from people who know
= Arrange assets in a logical, searchable and usable format
= Pass on knowledge between people or systems
= Knowledge share to everyone’s benefit
KM Life Cycle
MapMap
OrganizeOrganize
UtilizeUtilize
MappingTool
Which Enabler to use?
CaptureCapture
TransferTransfer• Sharing• Capturing• Accessing• Converting
• Map Knowledge Assets• Priorities• Plan
Knowledge Management Strategy
• Content– Collectively as one big think-tank– Central repository of all knowledge resources
• People– Government– Institution– Private Sector– Citizen
• Process – Infrastructure– Applications– Workflows
Knowledge Management
Content Process
People Compelling UserExperience
Empowerto make decisions
| to complete tasks
Innovation, Re-use and Agility
BlogBlogIdeas & CommentsIdeas & CommentsPersonal AttractorPersonal Attractor
WikiWikiShared DocumentsShared DocumentsStatus/Policies/etc.Status/Policies/etc.
ForumForumQuestion & AnswerQuestion & AnswerDiscussion PointDiscussion Point
Shared BookmarksShared BookmarksCoCo--developed resourcedeveloped resourceResearch/Look upResearch/Look up
Feed ReaderFeed ReaderUpdates in one placeUpdates in one placeQuick scanQuick scan
Social NetworkingSocial NetworkingSearch & Find PeopleSearch & Find PeopleBonds over distanceBonds over distance
RSS Feeds and Tags Act as Linking Mechanism
From Web 2.0 to Government 2.0
Reach(# of people
accessed)
Variety(Diversity of skills and knowledge available to the network)
Agency
Inter-Agency
Inter-Jurisdictional
BeyondGovernment
Wide Spectrum of Government 2.0 Activity
1960s 1970s
Batch
OLTP
Two tierThree tier
SOA
Event Driven SOA
CoDA
1980s 1990s 2000s 2010s 2020s
Agility
Mainframe era Server era Web era
Context Driven Architecture (CoDA)
Gartner 2007
KM Strategy
• Efficient• Innovative• Reuse - Avoid reinventing the wheel• Consistent • Maximize limited resources - both financial and human• Collaboration across different mediums• Collaboration across the globe
Case Study: Government Information Sharing Policy in Korea
• To enhance government efficiency
• To reduce the paperwork burden for citizens
Circulation of Documents issued by the Government443 million documents are issued every year
Tender, construction business, business registration, etc.55
Automobile registration, two-wheeled vehicle report, etc.2626
Land, registration, real estate, etc.190190
Resident registration, seal impression, census registration, etc.222222
million documentsmillion documents
million documentsmillion documents
million documentsmillion documents
million documentsmillion documents
Share of requested documents for each group
Administrative institutions : 19.8%
Public institutions : 10%
Financial institutions : 37.1%
General business institutions : 20.8%
Individual transactions, etc. : 12.3%
Other certificates
Real estate certificates
Personal certificates
Automobile certificates
A citizen has to visit government offices 10 times a year.
A businessman in Korea has to submit documents 9.6 times
as many as in US and some European countries.
This has caused a huge amount of social cost; 0.5% of GDP.
Waste of time and money resulting from submitting documents
Organizational framework for Government Information Sharing Policy
Government Information Sharing Committee
Government Information Sharing Task Force
Government Information Sharing Promotion Advisory Committee
General planningmanagement
team
Coordinationevaluation
team
Documentreduction
team
Team for building
shared system
Chairman : Prime Minster/ private-sector
chairman
Members : 12 ministers, 6 private-sector experts
Government Information Sharing Promotion Committee
Members: Professors having expertise in
economicsㆍsocial scienceㆍpublic
administrationㆍIT and Civic Groups (total: 12)
Government Information Sharing Advisory Committee
Members of the Task Force are composed of officials from various government departments(13) to ensure coordination.
Government Information Sharing Task Force
Organizational chart Composition
Functions and roles of Government Information Sharing CommitteeFunctions and roles of Government Information Sharing Committee
Establish and implement policies for expanding government Establish and implement policies for expanding government information sharing information sharing
Improve legal system concerning government information sharingImprove legal system concerning government information sharing
Decide target information, procedures, access authority of Decide target information, procedures, access authority of government information sharinggovernment information sharing
Promote Business Process RePromote Business Process Re--engineering for expanding information engineering for expanding information sharing, make decisions on system development sharing, make decisions on system development
Check and examine current status of information sharingCheck and examine current status of information sharing
Education and Public RelationsEducation Public Relations
Widely distribute PR posters and
leaflets
Produce and distribute PR video clips
Utilize neighborhood association
meetings, community bulletin board etc.
for PR
Post related articles on Press
Hold interviews with TV programs on
Government policy
Produce and distribute easy manual
for users
Provide educations for Chief Officers
of institutions
(Provide education for person in
charge in every institutions)
Provide nationwide user education
tour
(2 stage)
Prepare education program for person
in charge of instruction in public
institutions
2. Current Status of Information Sharing※ The number of using information sharing service (per
year)
’06 ’07
8Mil
24Mil
’04 ’05
5Mil
28Mil
’02
0.3Mil
Key performances
• Savings from reduction of documents (as of 2007)– Approximately 250 billion won
• Survey Result (2008.3)– 87.8% of respondents are satisfied with the policy– Application process improvement(55.4%)– Reduction of time wasted(25.2%)
Comparing the Tools
Free Tools Free Tools Widely Available on the Web Widely Available on the Web
Paid Tools Paid Tools Provided by Global and Local VendorsProvided by Global and Local Vendors
Knowledge Assets (KA)
= People knowledge
= Media-basedExplicitExplicitWritten down
TacitTacitin People’s head
Individuals
Paper-based
Multimedia
Digitally-Indexed
Digitally-Active
Intellectual Property ©™ (sm)Patents
Groups
Intrinsic
Cultural Change
• Learning• Acceptance to the domain• Increasing marketable skill set
Absorber: absorbing knowledge while not seeking a solution
• Create a Legacy• Satisfaction for contributing• Recognition from others• Appreciation from the company
Provider: providing a solution
• Find solution for current need• Recognition from others for solving problem
Seeker: seeking a solution
% P
artic
ipat
ion
25
50
75
100
Aware Wish Want Need Bestpractice
RequiredMotivation
What in it for Me (WIIFM)
Extrinsic
• Part of performance improvement plan• Peer Pressure
Absorber: absorbing knowledge while not seeking a solution
• Contributing to company value• Required in process• Customer requirement• Part of performance improvement plan• Salary plan
Provider: providing a solution
• Save time finding a solution• Save Money finding a solution• Required in process• Shared success
Seeker: seeking a solution
Metric DescriptionObjective Success Criteria Measure if objective success criteria have been metProcess Improvement Metrics Selected process measurements that will validate the success of
implementing a KM solution.
Return On Investment (ROI) Measure the cost to implement the KM solution and measure the value of savings generated because of the KM solution. (cost savings / cost to implement)
Anecdotes, Story telling Stories of events where the user experienced a significant time or cost savings or reuse of knowledge. This is a very effective way to communicate KM solution success; however, it’s challenging to collect all the events.
Knowledge Management Maturity Index (KMMI)
The KMMI is used to monitor the progress of the KM process within a process.
Outcome
Metrics - Outcome, Output & System
1 2 3 4 5
Knowledge Management Maturity
Valu
e ($
)
Maturity Level
Define YourProcess
Map YourKnowledge
Assets
Leverage YourKnowledge
Assets to Process
Execute Plan and Measure Process
Improvement
FranchiseSuccess
1 2 3 4 5
Knowledge Management Maturity
Valu
e ($
)
Maturity Level
Define YourProcess
Map YourKnowledge
Assets
Leverage YourKnowledge
Assets to Process
Execute Plan and Measure Process
Improvement
FranchiseSuccess
Output measurements System measurementsUsefulness survey Number of downloads Anecdotes Usability surveyUser ratings of contribution value Number of usersTime to solve a problem Total number of contributionsProposal win rates Contribution rate over timeNumber of problems solved Frequency of useTime to find expert Number of contributionsNumber of new products delivered Contributions/update rate over timeTime invested “gathering information” Search precision and recallTime invested “analyzing information” Number of articles publishedCustomer satisfaction survey Latency during collaborative design processNumber of patents/trademarks producedNumber of apprentices Number of contributionsNumber of problems solved Frequency of updatesSavings and improvements in Organizational quality and efficiency
Ratio of the number of members to the number of contributions
Time reduced for training Number of conference presentationsTime reduced in learning curve Number of coursesTraining costs reduction Participate surveyUsefulness survey Number of items converted Anecdotes Number of downloadsUser ratings of contribution value Usability surveyTime to solve a problem Number of usersProposal win rates Total number of contributionsNumber of problems solved Contribution rate over timeTime to find expert Frequency of useNumber of new products delivered Number of contributionsTime invested “gathering information” Contributions/update rate over timeTime invested “analyzing information” Search precision and recall
Captureand
Access
Sharing
Converting
Implementation
Define customer need & process
Train Customer on
Solution
Implement Solution
Utilize KM Solution
Start
Measure Improvement
Identify Corrective
Solution (CS)
Are expectations
met?
YesNo
Stop
Id additional KM needs
Yes
No
Deploy Corrective Solution
Map Knowledge
Assets
Leverage Knowledge
Assets
Questions:
1. What are the elements in your KM strategy? • Content• People • Process(Hint: What is the KM Model? – Vocabulary – Enablers)
2. What are the functions and roles of your “Government Information Sharing Committee”?
3. What are the resources needed? (Hint: Magnifies all Investment Of Resources)
4. What are the achievable and identifiable activities?(Hint: Reduces duplication | Repeatable Process | Teachable)
5. What’s the plan? • Plan Your Work, Work Your Plan
Nobody knows everything, but everybody knows something
You have to find out where and who knows what.“ ”
What is Knowledge Management?