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xx | Organizational Development for Knowledge Management at Water Utilities Evergreen Metro District, Evergreen, Colorado Greenville Water System, Greenville, South Carolina Loudon County Sanitation Authority, Ashburn, Virginia Louisville Water Company, Louisville, Kentucky Orlando Utilities Commission, Orlando, Florida Rice Lake Utilities, Rice Lake, Wisconsin Seattle Public Utilities, Seattle, Washington Southeast Morris County Municipal Utilities Authority, Cedar Knolls, New Jersey Tampa Bay Water, Tampa, Florida Tualatin Valley Water District, Beaverton, Oregon Waterford Township, Department of Public Works, Waterford, Michigan Workshop Participants: Borough of Catasauqua, Catasauqua, Pennsylvania: Gene Goldfeder City of Cleveland, Division of Water, Cleveland, Ohio: Arnetta Anderson, Javier Badillo, Hollis Crump, Sharonda Denson, Helene Downing, Gregg Faust, Saundra Foster, Payton Hall, Dennis Horgan, Pat Hunnicutt, Keshia Johnson, Chris Koscan, Karen Lisowski, Chris Nielson, Alex Margevicius, Liz Maldonado, Paula Morrision, Richard Papp, Rolfe Porter, Kim Savage, Joe Sika, Angela Smith Easton Suburban Water Authority, Easton, Pennsylvania: Erin Schulberger, Roy White Hellertown Borough Authority, Hellertown, Pennsylvania: Glenn Higbie Lehigh County Authority, Allentown, Pennsylvania: Liesel Adam, Aurel Arndt, Linda Eberhardt, Brad Landon, Frank Leist, Emily Smith, Doug Young Pennsylvania Department of Environmental Protection, Harrisburg, Pennsylvania: Dave Malloy Phoenix Water Services Department, Phoenix, Arizona: Madeline Goddard, Cheryl Guzman, Laura Kaino, Paul Kinshella, Mike Laurer, Tammy Perkins, Jane Smith Salisbury Township, Allentown, Pennsylvania: John Andreas Salt Lake City, Department of Public Utilities, Salt Lake City, Utah: Robert Bahr, Rick Bright, Ryan Broadhead, Jason Brown, Charles Call, Dale Christensen, Sybilla Dalton, Giles Demke, Peggy Garcia, Karryn Greenleaf, Linda Jennings, Arlene Larsen, Jim Lewis, Jeff Niermeyer, Florence Reynolds, Jeff Ruiz, Robert Sperling, Kurt Spjute, Mark Stanley, Justin Stoker, Shellie Turnbow, Tom Ward, Jim Williams South Whitehall Township, Allentown, Pennsylvania: Tom Uff Leadership Management Interviews: American Water Works Association, Washington, DC: Alan Roberson Austin Water Utility, Austin, Texas: Jane Burazer, George Calhoune, David Jaurez City of Cleveland, Division of Water, Cleveland, Ohio: Chris Nielson, Rolfe Porter, Angela Smith City of Greensboro, Water Resources Department, Greensboro, North Carolina: Allan Williams Fairfax Water, Fairfax, Virginia: Chuck Murrey Greenville Water System, Greenville, South Carolina: Lyndon Stovall George Mason University, Fairfax, Virginia: Mark Houck ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
Acknowledgments | xxi Lehigh County Authority, Allentown, Pennsylvania: Liesel Adam, Aurel Arndt, Frank Leist Phoenix Water Services Department, Phoenix, Arizona: Madeline Goddard, Mike Laurer, Hector Ortez, Tammy Perkins, Greg Ramon Salt Lake City, Department of Public Utilities, Salt Lake City, Utah: Rick Bright, Giles Demke, Peggy Garcia, Jeff Niermeyer Washington Aqueduct, Washington, DC: Thomas Jacobus Winston-Salem/Forsyth County Utilities Division, Winston-Salem, North Carolina: David Saunders Beta-Testing Participants: Austin Water Utility, Austin, Texas: Rajendra Bhattarai City of Chicago, Chicago, Illinois: Beverly Ingram Crescenta Valley Water District, La Crescenta, California: Dennis Erdman Lehigh County Authority, Allentown, Pennsylvania: Liesel Adam Salt Lake City, Department of Utilities, Utah: Linda Jennings Tampa Bay Water, Tampa Bay, Florida: Ed Davis, Jon Kennedy Washington Aqueduct, Washington, DC: Patricia Gamby Mountain Quest Institute Development Team: Dawn Buchanan, Research Assistant Andrew Dean, Programmer & Computer Specialist Erica Engquist, Graphic Artist & Format Tech Susie Weber, Administrative Assistant Anja Baudler, Administrative Assistant Barbara Bennet, Editor Mohit Sambhu, Assessment Design Cindy Taylor, Office Assistant The following organizations and individuals are also acknowledged as key partners in this research. Through the sharing of their expertise and resources they are providing thought leadership on best practices for Knowledge Management: American Productivity and Quality Center (APQC), Water Research Foundation (WaterRF), Department of Navy (DON), Federal Aviation Administration (FAA), IRC International Water and Sanitation Centre, Learn@Well (Water and Environmental Health in Developing Countries), Lehigh County Authority, Allentown, Pennsylvania, National Aeronautics and Space Administration (NASA), TECHi2, Susan Turnquist, Rajiv Sabherwal, Laurence Prusak, Jaap Pels, Frank Odhiambo, Brian Newman, Geoffrey Malafsky, Liam Fahery, David Bennet, Alex Bennet and Irma Becerra-Fernandez. ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
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©2011 Water Research Foundation. A
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©2011 Water Research Foundation. A
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PART 1 INTRODUCTION BACKGROUND The
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efore individuals were located who
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Q3 and Q7 were dichotomous, request
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The “Other” category included i
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Q1-C Q1-D 120 100 80 60 40 20 0 101
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Change Employees have to be certi
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Question 4: Briefly list the opport
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Relevant and affordable training C
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Stay on pace with rate making proje
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Question 7: How well do employees s
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knowledge, silos, planning, workloa
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Education level of many employees i
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Mayor/ council with limited vision
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How people become entrenched in doi
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Willing leaders Management that is
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Q14 How would you describe a succes
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Time specific and did not develop s
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The migration of long-tenured emplo
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CORE PLANNING PROCESSES In the 4003
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potential of current and future inf
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Bring Employees into the Project By
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SUCCESS FROM ANOTHER VIEWPOINT Proj
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constraints can limit the ability f
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causes them to have serious concern
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# Subject Utility Size Estimated Co
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# Subject Utility Size Estimated Co
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Appendix B WaterRF 4003 Project Stu
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Project Study # 2 Development of Op
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Project Study # 4 Public Relations
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Project Study # 6 Succession Planni
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Project Study # 8 Adopting the SOP
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Tualatin Valley Water District Work
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Board Goals & TVWD Demographics Dro
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Message to Employees The future of
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Self Nomination • We asked employ
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TVWD Expected Outcomes 1. Raise awa
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process improvement, which has been
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1.0 PURPOSE The purpose of a docume
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• Ensuring the content of process
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• T15-00002 is used as a high-lev
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When the document is submitted for
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1.15.4. Changing Process Owners Cha
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EQUIPMENT AND TOOLS QBD Approved Pr
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5.0 SAFETY REQUIREMENTS This sectio
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Source/Standard Standards, codebook
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REFERENCE DOCUMENTS £ All necessar
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ATTACHMENTS £ There is a 1-to-1 ma
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Begin Changing Existing Documents D
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Project Study # 12 Using contract e
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Project Study # 14 Converting from
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Project Study # 16 Career Ladder Pr
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Project Study # 18 Hired a private
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Project Study # 20 On the Job Train
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Benefits: Our retiree training prog
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Project Study # 23 Louisville Water
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Presented by: Carl Blanton INTRODUC
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LOUISVILLE WATER COMPANY KNOWLEDGE
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*(Source: Knowledge Retention: A gu
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The most common techniques are thos
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‣ Less is more - the goal is to d
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Technical Knowledge to be retained:
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6. What are the key lessons learned
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Cost: No cost noted Benefits: Syste
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CHECKLIST - WHAT ARE WE LOOKING FOR
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Partnership Among Employees 1. Syst
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Planning & Results 1. System Operat
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Best Practices, Resources, Recommen
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Natural Work Team Observation Check
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Section 2 - Partnership Among Emplo
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Section 2 - Partnership Among Emplo
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Project Study # 25 LWC Process & Op
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CUSTOMER SERVICE & PUBLIC INFORMATI
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BUSINESS RISK 2 Process Improvement
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5. Distribution Truck Cycle Count 6
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Supplying Financial Resources 30 Pr
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Infrastructure Planning 5 Process I
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3. MDO Truck Inventory Controls (2
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1. Federal Taxes on Bonus Checks (3
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Supplying Human Resources & Labor R
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LWC Process Improvement Business Sy
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Improvement Operational Business Sy
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188 Process/Operational Improvement
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Project Study # 26 LWC Talent Resou
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Content in their Talent Resource Fo
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WATER COMPANY 2008 INDIVIDUAL DEVEL
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Project Study # 29 The Directions P
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In recognition for the Alliance’s
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_____________________________ POC:
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Project Study # 33 Sharepoint for S
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Appendix C Knowledge Management Too
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Introduce the practice of reflectio
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Ideas: Group Learning Individual Le
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3. Find the First Cut Affinity Alth
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After Action Review A group process
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Appreciative Inquiry 3 An approach
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Ba Spaces Collaborative spaces desi
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Prepare for your meetings and excha
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All of this information provides th
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Brain Writing 4 A process to help g
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Brainstorming A process for enhanci
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Case Study An approach to learning
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Causal Loop Diagram 5 A process for
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6. Distinguishing between perceived
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Collaborative Problem Solving Forum
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(3) Idea Generation Once the root c
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Communications Plan A method for li
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Case Example #16 (Virginia Departme
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Community of Practice A group of in
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Concept Mapping A technique for map
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Step 2: The Right-Hand Column (what
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Specifically, document repositories
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Expected Outcomes: Better decisions
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findings; dialogues from a panel di
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Facilitation A process for leading
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quietly muttered under his breath a
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1. At the top of the T, write the i
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Initially broad: "Tell me about..."
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What documents do you keep on your
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Knowledge Audit 8 An inquiry into w
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KnowledgeBase Roadmap 9 A framework
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eduction, and total ownership cost.
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Work Product: ―As-Is‖ model and
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Training can be accomplished within
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Estimate effort in ongoing maintena
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In the virtual application, the imp
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In Project Study #23, a KM action p
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KMO interviews organization members
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As an example of knowledge mapping,
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Knowledge Mapping Sample Questions
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Peer View Process Shared Space The
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like items. The concepts are define
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But how far should we go in listing
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Ladder of Inference An approach for
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Tools: Collaborative Problem Solvin
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Step 1. Select Interview Candidates
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Learning How to Learn 1 A process f
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highlighting or underlining passage
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I am particularly interested in the
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Feedback from these two avenues sta
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Mentoring A learning relationship b
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Peer View Process A process for bui
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“Follow the Flow Hmmm. Now how do
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Relationship Building 1 Processes f
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Expected Outcomes: Better understan
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Fast is critical in the ever-increa
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Sleep On It An approach for improvi
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Information to build these networks
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Storyboards An approach to sequenti
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When well constructed, stories can
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Success Stories A strong methodolog
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The World Café A process for build
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Wiki A web site or group of web pag
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Appendix D Assessment Instrument Qu
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VERY VERY LOW LOW MEDIUM HIGH HIGH
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KNOWLEDGE MANAGEMENT TOOLKIT [INSER
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implementation. If this limitation
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and experience in order for the str
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Q10-1: Selecting level 1 indicates
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KM. It may be useful to review The
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Resources. Relationship Network Man
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Processes in the Executing phase of
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Q23-2: Selecting level 2 indicates
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the Tools section of the toolkit un
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and Success” and the MQI paper
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worthwhile to include team training
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issue could require careful conside
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Appendix E Knowledge Management Too
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Knowledge Management Knowledge Mana
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Knowledge and information managemen
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Introduction to the Instrument The
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Ensuring Leadership Commitment Deve
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outcomes. For example, if the desir
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Setting Objectives Connecting the D
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while also supporting ease of acces
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Every decision an individual makes
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Leading and Managing The Four Organ
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Problem-solving is one of the most
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The exit interview uses the intervi
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Nurturing Organizational Health Emb
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and to create new knowledge through
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Appendix F Business Case for Knowle
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for their division, department and
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Because each utility is different a
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Regulatory Perspectives for the Wat
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Appendix H Knowledge Management Too
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Inventories. The inventory is a det
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COMMUNICATIONS PUBLICATIONS Backgro
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COMMUNITY OUTREACH Contest. A proce
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CROSS-UTILITY COLLABORATION Inter-U
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INDIVIDUAL LEARNING Professional De
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KNOWLEDGE SHARING Ask, Learn, Share
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LEADERSHIP COMMITMENT VISIBILITY i
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Training Videos. (1) Support materi
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REFERENCE MATERIALS FOR BUILDING SH
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eference for the same topic or issu
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You Tube. You Tube provides a publi
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Appendix I Knowledge Management Too
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Agency strategic resource to enhanc
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NASA (National Aeronautics and Spac
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Records 20 On the Job Training Sout
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Lehigh County Authority, Allentown,
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Resources Tools Ideas Project Studi
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White Papers The WaterRF 4003 Knowl
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1P-2C-4003-04/11-FP 6666 West Quinc
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