AD-HOC Learning - Acquiring Skills on Demand - Know-Center

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Figure 8: Postmortem – Inviting project participants for discussing the screenplay for the lessons learned meeting. Figure 9 shows how the lessons learned facilitator can prepare him- or herself for the Lessons learned Meeting moderation. He or she is provided with a choice of e-<strong>Learning</strong> courses on meeting skills and creativity methods. And if a question is not answered by the <strong>AD</strong>-<strong>HOC</strong> Environment - an intelligent “Frequently Asked Question”-module helps. Users enter their question and the system searches for the answer. If the answer does not fulfil the user’s expectations, the question is instantly forwarded to a dedicated subject matter expert. The expert’s answer is then added to the FAQ-list. Improvement Since the <strong>AD</strong>-<strong>HOC</strong> Environment at the Know-Center provides convenient work resources like templates it is used by all employees alike – novices as well as experts. This ensures that a process change is communicated immediately to all the employees applying it. In case a user gets stuck within a work task and the process description does not provide a proper answer, the FAQ-module can be consulted. If the answers obtained are still insufficient, the question is instantly forwarded to subject-matter experts. Their answers, together with the question, in turn become part of the system and are available to all other users. From the Know-Center’s organizational developer’s point of view, the <strong>AD</strong>-<strong>HOC</strong> improvement phase comprises: • imparting process changes to users • improving the <strong>AD</strong>-<strong>HOC</strong> Environment by identifying process weaknesses and lack of knowledge on the basis of the FAQ-module’s question-answer pairs 10
Figure 9: <strong>AD</strong>-<strong>HOC</strong> <strong>Learning</strong>: Support at preparing the Lessons learned Meeting as part of the Postmortem process. From the human resources development perspective, <strong>AD</strong>-<strong>HOC</strong> brings along the benefits described in the following. <strong>AD</strong>-<strong>HOC</strong> applies the structure of people’s work processes to E-learning course material. People can study topics in-depth following two ways: either via the traditional way, going through the courses and following the topics’ hierarchical structure and applied didactical principles. Or people follow the work process and access the learning modules according to their relevance for the specific process steps. Doing it this way, after having in-depth knowledge acquired, work can be continued with examples from the knowledge space and the provided work resources. The improvement phase includes the evaluation of the <strong>AD</strong>-<strong>HOC</strong> Environment – analyzing its benefits and value for users and the organization. There are two kinds of evaluation. The user-centered one investigates the users’ satisfaction, how helpful and supportive <strong>AD</strong>-<strong>HOC</strong> is for the particular work processes. The result-oriented evaluation measures increases in work process results’ quality and decreases in time spent on particular tasks. At the Know-Center, evaluation happened informally. Users were asked about their satisfaction and ideas for further improvements. The benefit for the organization is evaluated in the long term. Here a significant decrease in project management mistakes is to be expected. Large organizations will probably apply systematic census and analysis of performance and quality increases. Independent of how the evaluation is conducted, the results can be used for process improvements and more tightly focused qualification measures. Achieved results and working documents from the work processes can be didactically extended and become so essential parts of the learning content. At the Know-Center for instance, the task “Preparing the Lessons learned Meeting” has gained much improvement. In particular the discussions foregoing every lessons learned meeting have been very fruitful. People requested to extend the lessons learned meeting with a discussion about their acquired new knowledge and build-up expertise during the project. This has enriched the experience report with skill profiles of the participants. Now a competence/skills matrix is evolving at the Know- Center. Discussion points, where people had a common understanding that they rather waste their time than bring some benefit were removed. These changes have then been integrated into the learningmodules. 11
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AD-HOC Learning - Acquiring Skills on Demand - Know-Center

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