Organizational Development for Knowledge Management at Water ...

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CHECKLIST – WHAT ARE WE LOOKING FOR? Systems-based Management Structure 1. System Organizational Chart Yes/No Comments Does the chart include names and job titles? Has the chart been reviewed in the last 12 months? 2. System Synopsis Sheet Has the sheet been reviewed in the last 12 months? Is there a reference to a “customer satisfaction indicator” as one of the “outcome measures?” Did employees provide input on this document? 3. System Relationship Chart Has the chart been reviewed in the last 12 months? Does the chart match the System Synopsis Sheet in terms of “suppliers, customers, inputs and outputs?” 4. Process Synopsis Sheet Has the sheet been reviewed in the last 12 months? Is there a reference to a “customer satisfaction indicator” as one of the “outcome measures?” 5. Process Relationship Chart Has the chart been reviewed in the last 12 months? Does the chart match the Process Synopsis Sheet in terms of “suppliers, customers, inputs and outputs?” 6. Process NWT Charter Has the charter been reviewed in the last 12 months? Have all the sections of the Charter been completed? 7. Process Flow Charts – Macro / Micro Have the charts been reviewed in the last 12 months? 8. Standard Operating Procedures (as applicable) Are the SOPs documented on the Work Instructions template? Have the SOPs been reviewed in the last 12 months? ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
Are the SOP’s clear and easy to understand? 9. Process / Operational Improvements Have employees submitted Process / Operational Improvements in the last two years? How many? 10. NWT Meeting Minutes Are NWT meetings held on a regular basis? Is the leader’s role alternated among members of the NWT? Are meeting minutes documented and made available to team members and other employees? Are topics such as process improvements, quality of work life, KPI’s, safety issues, etc. discussed in the meetings? 11. Previous Re-Certification Report & Management Response Is the previous report and management response included on the website? 12. LWC Intranet Is the system/process documentation posted on the LWC Intranet? How is the intranet being used as a “communications tool” for the system? ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
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Organizational Development for Know
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About the Water Research Foundation
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DISCLAIMER This study was jointly f
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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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Page 210 and 211: When the document is submitted for
Page 212 and 213: 1.15.4. Changing Process Owners Cha
Page 214 and 215: EQUIPMENT AND TOOLS QBD Approved Pr
Page 216 and 217: 5.0 SAFETY REQUIREMENTS This sectio
Page 218 and 219: Source/Standard Standards, codebook
Page 220 and 221: REFERENCE DOCUMENTS £ All necessar
Page 222 and 223: ATTACHMENTS £ There is a 1-to-1 ma
Page 224 and 225: Begin Changing Existing Documents D
Page 226 and 227: Project Study # 12 Using contract e
Page 228 and 229: Project Study # 14 Converting from
Page 230 and 231: Project Study # 16 Career Ladder Pr
Page 232 and 233: Project Study # 18 Hired a private
Page 234 and 235: Project Study # 20 On the Job Train
Page 236 and 237: Benefits: Our retiree training prog
Page 238 and 239: Project Study # 23 Louisville Water
Page 240 and 241: Presented by: Carl Blanton INTRODUC
Page 242 and 243: LOUISVILLE WATER COMPANY KNOWLEDGE
Page 244 and 245: *(Source: Knowledge Retention: A gu
Page 246 and 247: The most common techniques are thos
Page 248 and 249: ‣ Less is more - the goal is to d
Page 250 and 251: Technical Knowledge to be retained:
Page 252 and 253: 6. What are the key lessons learned
Page 254 and 255: Cost: No cost noted Benefits: Syste
Page 258 and 259: Partnership Among Employees 1. Syst
Page 260 and 261: Planning & Results 1. System Operat
Page 262 and 263: Best Practices, Resources, Recommen
Page 264 and 265: Natural Work Team Observation Check
Page 266 and 267: Section 2 - Partnership Among Emplo
Page 268 and 269: Section 2 - Partnership Among Emplo
Page 270 and 271: Project Study # 25 LWC Process & Op
Page 272 and 273: CUSTOMER SERVICE & PUBLIC INFORMATI
Page 274 and 275: BUSINESS RISK 2 Process Improvement
Page 276 and 277: 5. Distribution Truck Cycle Count 6
Page 278 and 279: Supplying Financial Resources 30 Pr
Page 280 and 281: Infrastructure Planning 5 Process I
Page 282 and 283: 3. MDO Truck Inventory Controls (2
Page 284 and 285: 1. Federal Taxes on Bonus Checks (3
Page 286 and 287: Supplying Human Resources & Labor R
Page 288 and 289: LWC Process Improvement Business Sy
Page 290 and 291: Improvement Operational Business Sy
Page 292 and 293: 188 Process/Operational Improvement
Page 294 and 295: Project Study # 26 LWC Talent Resou
Page 296 and 297: Content in their Talent Resource Fo
Page 298 and 299: WATER COMPANY 2008 INDIVIDUAL DEVEL
Page 300 and 301: Project Study # 29 The Directions P
Page 302 and 303: In recognition for the Alliance’s
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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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