Organizational Development for Knowledge Management at Water ...

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Infrastructure Planning 5 Process Improvements: 1. Fixed Base RTK-GPS Phone Tethering 2. Operations and Engineering Intranet Web Site 3. Post Processing GIS Field Collected Data 4. Automated GIS Data Transfer & Export Process 5. Revise Easement Plat Drafting Standards 1 Operational Improvement: 1. Mobile GIS - Tadpole Managing Water Quality & Production 3 Process Improvements: 1. Continued Improvement in Water Quality 2. Managing Water Quality & Production Intranet Website 3. Maintaining Tank Aviation Obstruction Lighting 2 Operational Improvements: 1. Improvements in Customer Water Quality Complaints 2. Improvements in Main Break Sampling FINAL TOTALS 2007 Process / Operational Improvements CURRENT YTD TOTAL – 188 (165 Process Improvements & 23 Operational Improvements) Facility Design, Construction & Maintenance 11 Process Improvements: 1. Unfinished Area Floor Improvement (1 st Qtr 07) (Submitted first by PCPI; shared with Facilities Management) 2. New Light Pole at Hwy 44 Fill Station (3 rd Qtr 07) 3. Capital Projects: Internet Access to Existing Condition Photographs (3 rd Qtr 07) 4. Addition of Fixed Ladder to Allow Easier Access to Lower Elevation Lab Roof (4 th Qtr 07) ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
5. Improve Security at Crescent Hill Chlorine Building Access Gates (4 th Qtr 07) 6. Installed Roll Bar on Lawn Mower (4 th Qtr 07) 7. Project Status Report Form Modifications (4 th Qtr 07) 8. Improve Agenda Item Follow-Up for NWT Meetings (4 th Qtr 07) 9. Typical Guideline for Project Manager Assistance to Right-of-Way Specialist for Property Acquisition for Tank, Pump Station or Other Facilities (4 th Qtr 07) 10. Small Contract Review and Routing Memo (4 th Qtr 07) 11. Customer Survey Form Improvement (4 th Qtr 07) 1 Operational Improvement: 1. Streamlined Pure Tap Bottling Production (4 th Qtr 07) Supporting Organizational Effectiveness 5 Process Improvements: 1. Performance Evaluation and Performance Planning Quick Reference Guides - Managers & Employee Versions (1 st Qtr 07) 2. Guidelines for use of Training Room A (1 st Qtr 07) 3. System Certification ELT Bin List Notice (2 nd Qtr 07) 4. Focus Group Scope Document and Protocol Worksheet (3 rd Qtr 07) 5. Sample Year-End Performance Partnership Reviews (4 th Qtr 07) 0 Operational Improvements: Managing Distribution Operations 12 Process Improvements: 1. Trench Shield Catalog & Safe Handling Instructions (1 st Qtr 07) 2. Trench Shoring for Water Main Tees & Crosses (1 st Qtr 07) 3. Two Person Service Maintenance (2 nd Qtr 07) 4. Keytube Maintenance Prioritization (4 th Qtr 07) 5. B62B Fire Hydrant Renovation Project (4 th Qtr 07) 6. Low Flow Hydrant Management Process Developed (4 th Qtr 07) 7. SCADA Software on MDO Engineer Computer (4 th Qtr 07) 8. Allmond MDO Photo Library (4 th Qtr 07) 9. Morning Report Water Temperature Improvement (4 th Qtr 07) 10. Spoils Agreement (4 th Qtr 07) 11. Fire Hydrant Replacement Prioritization (4 th Qtr 07) 12. BC Facility In-Service Memo to Allmond MDO (4 th Qtr 07) 9 Operational Improvements: 1. Safe Working Distances/Pressurized Valves & Components (1 st Qtr 07) 2. Barricade Rehabilitation (1 st Qtr 07) ©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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vi | Organizational Development for
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viii | Organizational Development f
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©2011 Water Research Foundation. A
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xviii | Organizational Development
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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
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 256 and 257: CHECKLIST - WHAT ARE WE LOOKING FOR
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 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
Page 304 and 305: _____________________________ POC:
Page 306 and 307: Project Study # 33 Sharepoint for S
Page 308 and 309: Appendix C Knowledge Management Too
Page 310 and 311: Introduce the practice of reflectio
Page 312 and 313: Ideas: Group Learning Individual Le
Page 314 and 315: 3. Find the First Cut Affinity Alth
Page 316 and 317: After Action Review A group process
Page 318 and 319: Appreciative Inquiry 3 An approach
Page 320 and 321: Ba Spaces Collaborative spaces desi
Page 322 and 323: Prepare for your meetings and excha
Page 324 and 325: All of this information provides th
Page 326 and 327: Brain Writing 4 A process to help g
Page 328 and 329: 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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