The roadmap will indicate timelines, milestones as well as dependencies. The roadmap should indicate the initiation of specific projects to execute the KM Program Strategy.
Implementing a knowledge management program and maturing the overall effectiveness of your organization can require significant personnel resources and funding. Implementation of the KM Program will involve the execution of the roadmap, insuring that short term goals and wins are realized to gain momentum and maintain the support of key stakeholders Simmons, These metrics must be utilized in a way to measure the actual effectiveness and comparing that to anticipated results Simmons, Knowing this we must determine, what is the cause and effect?
Is a cultural issue? Or much more? I believe the reason why knowledge management initiatives fail are varied and it stems from the key indicators listed below. The organization must view knowledge management more than just a function of the call center or a cost of doing business. KM is a method of enhancing the collective know-how of the organization, improving productivity, and enhancing overall organizational value.
KM allows tacit knowledge to be leveraged, transferred to increase the quality of work performed across the corporation. This transfer of knowledge is a core value of knowledge management.
Successful KM initiatives depend greatly on management backing and has been documented and proven over many years of implementing KM initiatives Davenport, De Long, and Beer, ; Chong and Choi, ; Wu et al, In contrast, failure of KM initiatives have been a consequence of inadequate management support Singh and Kant, ; Weber, ; Pettersson, Developing and operationalizing a KM strategy and subsequent program involves the creation, acceptance, and adoption of processes, values, and systems that are either company-wide or in the very least span across functions, departments, and communities.
The implementation and long term success of such far reaching changes require top and central management backing, both from the perspective of resource and political support but also to ensure day-to-day acceptance and use of knowledge management.
Sustained management support in particular senior leadership support is necessary for continued KM success because of the following factors:. Without the enforcement of managerial responsibilities, an organization may end up with no control of the shared or reused knowledge. These roles will be an extension of management and will facilitate the distribution of managerial responsibilities of KM and increases the level of KM acumen and at all levels of the organization.
Rhem's book, Knowledge Management in Practice , due out at the end of the year. Anthony is an Information Systems professional with more than thirty 30 years of experience, focused on implementation of major application systems.
Anthony is also a published author, and educator, presenting the application and theory of Software Engineering Methodologies, Knowledge Management, and Artificial Intelligence. Knowledge base analytics can help you determine the most useful content based on who created it, who looked at it, and who is updating and maintaining it. If you can figure out what these top knowledge curators are doing right, you can then capture those skills and train others to do the same.
But who should be responsible for this maintenance? After all, someone needs to steer the boat. Most of the time when launching a new project, you get amazing success right out of the gate. Eventually, budgets get trimmed or the people driving the project get pulled off and redistributed elsewhere, resulting in stale, duplicate, or junk material languishing in your forgotten knowledge base. How often is your knowledge management content updated to edit or remove unused or outdated content?
Fortunately, there are a lot of capabilities in today's KM tools that allow you to modify and find this duplicate or stale content. However, often times a simple Google search can yield all kinds of answers from people just like you who are solving this problem for themselves through forums, blog posts, or social media.
Search technology is a huge enabler in helping you pinpoint where the holes in your knowledge base are. Once you accept that search technology is here to stay and use it to your advantage, you can start filling in these gaps and making sure both customers and employees receive the best and most accurate information, wherever they happen to find it. TSIA members have access to the complete results of my 2 nd Annual Knowledge Management Survey and will be able to see how the companies surveyed have implemented successful knowledge management programs.
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