Organizational Development for Knowledge Management at Water ...

Project Study # 18
Hired a private firm to determine the utility’s communication/ knowledge
sharing needs
Project Description: Hired a private firm to explore communication gaps among the entire staff,
including vertical and horizontal communication. This aggressive program required each
employee to attend a weekly session of 3-4 hours for eight weeks. During this session, the
communication needs of the organization were determined through dialogue and role-playing.
Better communications practices were addressed at the individual and group levels.
Size of Utility: 11 employees
Critical Success factors: Prior to the sessions, individuals from the company (from four
separate departments) discussed sensitive issues from differing viewpoints. Then, the results of
these interviews were collectively presented to management for discussion, mitigation and
action.
Cost: Several thousands of dollars. A representative of the organization said, “It was money
well spent.”
Alignment: The utility has set a global goal of open and clear communications. The fact that
everyone understood the goal gave them the opportunity to hopefully strive to maintain and
acquire the skills necessary to accomplish the goal. Group buy-in helped accomplish this goal.
Benefits: One of the benefits is that all employees have the opportunity to realize they were not
just part of their individual departments; they are a team. The staff—including management—
has learned to communicate better. We now hold weekly staff meetings in the departments,
and management meets with the whole group quarterly. Public relations and communications
have improved immensely. In addition, the utility is seeing more personal development and
confidence in the employees.
Compiled April 2008
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POC:
Wally Thom
Rice Lake Utilities
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