The knowledge manager's handbook : a step-by-step guide to embedding effective knowledge management in your organization

Cover
Contents
Foreword by Laurence Prusak
Introduction
PART ONE Orientation to knowledge management implementation
	01 What is knowledge management?
		Introduction
		Definition
		The seven main components of knowledge management
		Translating KM into business terms
		The supply chain analogy
		The essential elements of knowledge management
		Knowledge management as orchestration
		Summary
		References
	02 The stages of KM implementation
		The different implementation approaches
		Our recommended approach
		The parallel opportunity-led programme
		Escalating levels of management decision
		Summary
		Reference
	03 Barriers and pitfalls
		Survey evidence
		Lessons from the field
		Summary
		References
PART TWO Preparation and resources
	04 Knowledge management strategy
		Deciding the strategic principles
		Identifying the business drivers
		Defining the knowledge management vision
		Agreeing the knowledge management scope
		Defining the strategic knowledge areas
		Assessing the current state of knowledge management
		Creating a draft knowledge management framework
		Deciding how to handle change management
		Creating a business case
		Summary
		References
	05 The role, skills and characteristics of the knowledge management leader
		The role of the knowledge management leader
		Should the knowledge management leader be an internal or external appointment?
		The most important characteristic for an external appointment
		What competencies does the knowledge management leader need?
		The personality trap
		A metaphor
		Summary
		References
	06 The KM team members
		How big should your KM team be?
		What skillsets will you need on your team?
		Attitude and values
		Team roles
		Summary
		Reference
	07 The role of senior management
		The role of the sponsor
		The risks to effective sponsorship
		The knowledge management steering team
		Working with the other senior managers
		Summary
	08 Budget and timescale
		The need for a budget
		How big will the budget need to be?
		Assigning your budget among the four KM enablers
		Benchmarking your budget
		How long will it take to implement knowledge management?
		Beware the self-funding trap
		Summary
		Reference
	09 Aims and objectives for the KM implementation programme
		Benefits mapping
		The interim objectives
		Making the objectives SMART
		Impact metrics for knowledge management
		Setting the value targets and estimating ROI
		Dealing with imposed targets
		What if you can’t measure value in monetary terms?
		Not all measures should be targets
		Summary
		References
	10 Finding partners to help you
		Who should be responsible for KM?
		KM as partnering
		Initiating a partnership
		Transitioning the partnerships
		Identifying non-obvious partners
		Summary
		References
PART THREE Assessment and planning
	11 Conducting the knowledge resources audit
		What is a knowledge resources audit?
		How does the audit help a KM implementation?
		What are we auditing?
		What are the steps in a knowledge resources audit?
		Analysing the results of the audit
		Summary
		References
	12 The knowledge management framework
		What is a management framework?
		Why we need a framework for KM
		A template for your KM framework
		When you might need more than one framework
		Summary
		Reference
	13 The knowledge discussion elements of the KM framework
		Dialogue as the preferred form of discussion
		Roles for knowledge discussion
		Processes for knowledge discussion
		Technologies for knowledge discussion
		Governance for knowledge discussion
		Summary
		References
	14 The knowledge capture and documentation elements of the KM framework
		The difference between documented knowledge and information
		Roles for knowledge documentation
		Processes for knowledge documentation
		Technology for knowledge documentation
		Governance for knowledge documentation
		Summary
		References
	15 The knowledge synthesis elements of the KM framework
		What is knowledge synthesis?
		What does synthesized knowledge look like?
		Roles for knowledge synthesis
		Processes for knowledge synthesis
		Technologies for knowledge synthesis
		Governance for knowledge synthesis
		Summary
		References
	16 The knowledge-finding and re-use elements of the KM framework
		The challenges of knowledge re-use
		Incentivizing knowledge seeking
		The importance of making knowledge findable and accessible
		Roles for knowledge finding and re-use
		Processes for knowledge finding and re-use
		Technologies for knowledge finding and re-use
		Governance for knowledge finding and re-use
		Summary
		References
	17 Knowledge organization
		Grounding knowledge organization in the business drivers
		The three components of knowledge organization
		Taking an evidence-based approach to knowledge organization
		Using the knowledge resources audit to focus on what counts
		Testing and validating your knowledge organization system
		Summary
		Reference
	18 Influencing the stakeholders
		The steps of the buy-in ladder
		The knowledge manager as salesperson
		Segmenting your audience
		Influencing tactics
		When to use the influencing techniques
		Summary
		References
	19 Culture, communications and change
		KM as an agent of culture change
		Mapping the current culture
		Understanding the cultural drivers
		The KM paradigm shift
		Communication and change
		The communication plan
		Summary
		References
	20 Preparing the KM implementation plan
		How to create the implementation plan
		Potential elements of the KM plan
		Summary
PART FOUR The implementation activity
	21 Building the KM champion network
		What is a KM champion?
		What KM champions do
		How to identify potential KM champions
		Maintaining the motivation of the KM champions
		Supporting the KM champions
		Summary
		References
	22 Trials and pilots
		Proof-of-concept trials
		Where to look for quick wins
		Selecting KM pilot projects
		The ‘minimum viable KM framework’
		Delivering KM pilots
		Reaching the organizational decision point
		Summary
		Reference
	23 Roll-out, embedding and governance
		What does embedding mean?
		Examples of embedded KM
		Finalizing the KM framework
		The governance elements of the KM framework
		The KM policy
		KM roll-out
		Celebrating the successes
		Tracking the roll-out phase
		Summary
		References
	24 Setting up the KM metrics and reporting system
		The different kinds of metrics and their purposes
		Examples of KM metrics
		KM performance management
		KM metrics reporting
		KM metrics as a learning opportunity
		Summary
		References
	25 Dealing with bumps in the road
		Dealing with common objections
		Challenge scenario 1: over-enthusiastic support
		Challenge scenario 2: death by a thousand cuts
		Challenge scenario 3: perpetual reset mode
		Challenge scenario 4: the showstopper
		Summary
		Reference
	26 Transition to the operational team
		The decision to close the implementation programme
		The role of the KM team after implementation
		Knowledge management refresh and update
		Summary
		References
PART FIVE Deepening and extending your KM programme
	27 Working with external frameworks and standards
		The benefits and limitations of generic KM frameworks
		KM maturity models – opportunities and dangers
		KM awards – benefits and limitations
		Standards development in KM
		Using the ISO 30401:2018 KM standard
		Self-audit or external audit?
		Summary
		References
	28 Working externally
		Building your KM peer networks
		Working with trusted consultants
		Working with technology vendors
		Scoping and issuing tenders for KM projects
		Summary
		Reference
	29 Knowledge management and digital transformation
		The relationship between KM and digital transformation
		The core technologies of digital transformation
		The limitations of artificial intelligence (AI)
		KM implications of digital transformation and AI
		Summary
		References
PART SIX Case histories
	30 Implementing KM at Mars
		Know why you’re doing what you are doing
		Focus on critical activities that help deliver strategy
		Plan the roll-out to build the KM story
		Go where there is ‘pull’ and keep all activities relevant to the business and to associates
		Measure the business impact of KM activities
		Be consistent
		Select the team members carefully
		Build top-down support
		Embed critical knowledge via existing business processes
		When is it over?
		Summary
	31 NASA – emergence, evolution and resilience of a KM programme
		Building a resilient KM programme
		The NASA KM Community
		KM at NASA Headquarters: a tight bond with internal training
		KM at a NASA Center: Goddard Space Flight Center
		Evolution of KM at headquarters and at the Centers
		Strengthening of the programme at the Agency and Center levels
		A new beginning for a resilient KM programme and a focus on continuous improvement
		Summary
		References
	32 Using the ISO KM standard 30401:2018 to sense-check KM at Petroleum Development Oman
		Introduction
		The standard’s key requirements and PDO KM reflections
		Conclusions
		Summary
	33 KM implementation in a global oil and gas company
		A focus on collaboration
		Connecting sharing to the business – a bold approach
		The link between knowledge networks and business results
		Connecting people and governance
		Visible leadership led to knowledge network growth
		Building sustainability
		Knowledge discussions and lesson learning
		Promoting knowledge re-use
		Knowledge synthesis: closed discussions and an enterprise wiki
		Measuring knowledge network activity
		Summary
		Reference
	34 KM implementation at Huawei
		The value of KM to Huawei
		The start of Huawei’s KM journey
		Going from the HQ to the frontline
		Explicit vs tacit knowledge management
		The current state of KM in Huawei
		Summary
	35 KM implementation at the Singapore Youth Olympics
		Facilitating the smooth flow and exchange of information
		Cultivating a learn-as-you-go culture
		Retaining and transferring Games know-how
		Summary
	36 Implementing and sustaining KM in the Public Works Department Malaysia
		PWD Malaysia is a knowledge-intensive organization
		The beginning of the KM journey
		KM initiatives
		Key challenges for KM
		How KM was sustained
		Areas of future improvement
		Summary
	Summary
Glossary
Index