2.5 Knowledge Management

Question 1

What is needed within an organization for Knowledge Management to succeed?

Answer 1

• It must be valued as a strategic asset
• It must be recognized as a core cultural element

KM is more about people than systems

2.5.3

Question 2

What support can manager’s provide to assist in the success of a Knowledge Management program?

Answer 2

• Their attitude is critical to the success.
• Managers should be brought in early
• Manager support must be continuous, demonstrable, and provide more than budget/approval
• Management should be actively engaged through messaging, oversight, and accountability
• Adapt a montra of “Document, participate, when in doubt participate and document”

2.5.3

Question 3

What are the two most important pieces of management participation in Knowledge Management efforts?

Answer 3

1. Document effort and progress
2. Active participation

2.5.3

Question 4

What strategies can be used to drive the right behavior and increase the likelihood of Knolwedge Management success?

Answer 4

• Have contributions to KM systems required in job descriptions and processes.
• Conduct periodic appraisals (award spt bonuses for participation)
• Link outstanding performance to KM contribution
• Use gamification to challenge and reward participation and sharing

2.5.3

Question 5

What central goal of talent development does Knowledge Management support?

Answer 5

Application of knowledge to accomplish organizational objectives

2.5.3

Question 6

How does Knowledge Management accomplish its goal of applying knowledge to accomplish organizational objectives?

Answer 6

It shares knowledge previously unknown or only known to a few people by doing the following:
»> Identifying, mapping, capturing, codifying, and sharing knowledge

2.5.3

Question 7

What are 10 strategies for successful implementation and application of knowledge defined by Huang, Lee, and Wang?

Answer 7

1. Establish a Knowledge Management methodology (policies, rules, procedures on how work is to be done)
2. Designate a Point person (1 person to promote and manage KM activities)
3. **Empower knowledge workers **
4. Capture customer-centric knowledge
5. Manage core competencies (what are you good at… may not be easily replicated by other organizations)
6. Foster collaboration and innovation (accentuate importance of teamwork, learning, sharing, trust, and fliexiblity)
7. Learn from best practices (prevent reinvention and encourage reuse of the best ideas and methods, which makes them more efficient and effective)
8. Extend knowledge sourcing (The successful retrieval of information and dissemination of knowledge)
9. Internconnect communities of expertise
10. Report the measured value of knowledge assets

2.5.3

Question 8

Why is collaboration a key element of Knowledge Management?

Answer 8

Without collaboration, the SECI ccycle (socialization, externalization, combination, and internalization) breaks down through the failure of the S & E.

2.5.3

Question 9

In what ways can TD professionals provide support for Knowledge Management contribution efforts?

Answer 9

1. Establish Peer KM champions - individuals assigned to troubleshoot KM issues
2. Create KM self-help for support (knowledge base or FAQ)
3. Use a Help Desk model (typically through IT help desk or customer care)

2.5.3

Question 10

What are the positive impacts Knowledge Management can have on an organization?

Answer 10

1. Introduction and implementation of metrics (KM offers a way to measure knowledge)
2. Improved quality of information (through tracking, review, feedback, and curation)
3. Information updates
4. Cost and productivity benefits
5. Improved customer metrics
6. Improved staff morale

2.5.3

Question 11

How does Knowledge Management hep organizations increase their strategic beneits?

Answer 11

• Enhanced decision making due to access of expert knowledge
• Improved innovation and collaboration across ogranization
• Reducing loss of expert knowledge and single-person dependencies
• Exploiting market opportunities through strategy and planning from current validated knowledge

2.5.3

Question 12

How does Knowledge Management help organizations at the tactical level?

Answer 12

• Safely shar best practices
• Capture work process innovation
• Increaing efficiency and productivity
• Reducing rework and reinvention
• Reducing time to competence (access to knowledge and better onboarding)

2.5.3

Question 13

How often should TD professionals assess learning content against the knowledge map?

Answer 13

This is ongoing. Cadence should be established under Knowledge Management program governance.

2.5.7

Question 14

What learning content should be evaluted for curation?

Answer 14

Evaluation and curation apply to all organizational learning content, including:
* Instructional content
* User-generated content
* SME-generated content
* Public domain content
* Third-party content

2.5.7