Organizational Development for Knowledge Management at Water ...

provided the time to implement the KM strategy or initiative. Another consideration is the need
to take time to work with the governance body and with the senior leadership and management
team of the Utility to ensure their understanding and backing of the KM strategy or initiative. In
addition, key individuals within the Utility who are involved in implementing the KM project
must be allowed to take the necessary time for its implementation.
.
Technology Support
Many KM strategies or initiatives require the use of technology to efficiently provide the
information needed for effective Knowledge Management. Examples would be yellow pages,
expert locators, internal communications networks and groupware in support of teams.
Whatever technology is used needs to be user friendly, flexible, cost-effective and capable of
being upgraded to beat anticipated Utility needs in the future. Without the available technology,
some KM projects would have great difficulty in enhancing Utility performance.
Developing Trust
This refers to developing trust vertically and horizontally throughout the utility, having
an open mind and participating in a dialogue with others. It means a willingness to share one's
knowledge. The creation of new ideas is enhanced where trust exists between individuals or
among groups. Further, trust can be developed by creating teams and interactive workgroups
and providing development programs to ensure employees are competent and capable of doing
their jobs without direct oversight.
Valuing Employees
Valuing employees includes ensuring that employees feel valued and recognize that they
are contributing to the overall performance of the organization. This provides a sense of
ownership to the employee, which in turn heightens their interest in the overall Utility
performance and makes them much more willing to participate in KM projects. When
employees feel secure with their own performance and about their relationship with the Utility,
they are much more willing to work with an organizational change effort.
Provide Training and Development
Providing necessary training and development, particularly where technology or special
skills are needed in the limitation of the KM project, is essential to the successful implementation
of new practices and procedures. If the technology is to be used effectively by Utility
employees, it must be carefully brought into the culture and practices of the Utility. Even when
technology is working perfectly and is easy to use, employees may not be willing to use it unless
they are made fully aware of its advantages and the benefits provided to their own work as well
as overall Utility performance.
Appendix A 43
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