Organizational Development for Knowledge Management at Water ...

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3. MDO Truck Inventory Controls (2 nd Qtr 07) 4. Backhoe & Hydraulic Excavator Training Program (3 rd Qtr 07) 5. Improved Pre-fabricated Concrete Forms (3 rd Qtr 07) 6. Rental Protection Insurance for Rental Equipment (4 th Qtr 07) 7. Managing Distribution Operations Budget Process (4 th Qtr 07) 8. Managing Distribution Operations Warehouse Improvements (4 th Qtr 07) 9. Overtime Reports Automated (4 th Qtr 07) Providing Customer & Public Information 27 Process Improvements: 1. Unfinished Area Floor Improvement (1 st Qtr 07) (Submitted first by PCPI; shared with Facilities Management) 2. Germ Models for Clean Hands Up1 (1 st Qtr 07) 3. Education Lab Coat (1 st Qtr 07) 4. Pure Tap Bottle Flier (2 nd Qtr 07) 5. Monthly Side-by-Side Schedule (2 nd Qtr 07) 6. Monthly Floor Walk (2 nd Qtr 07) 7. Whole Team Natural Work Team – Team Meeting (Reinstated) 8. Pure Tap Bottle Flier (2 nd Qtr 07) 9. Call Center Shared Drive Pure Tap Bottle Flier (2 nd Qtr 07) 10. New Metric Weighting System (2 nd Qtr 07) 11. Misapplied Payment Notification Letter (2 nd Qtr 07) 12. Third Party Payment Account # Update (2 nd Qtr 07) 13. Updated Change Order Form (2 nd Qtr 07) 14. Water Bottle Tracking (2 nd Qtr 07) 15. Cashier Test (2 nd Qtr 07) 16. Apportionment Warrant Search Query (Query Name: AWFIND) (2 nd Qtr 07) 17. Customer Payment Extensions (2 nd Qtr 07) 18. Pool ID (2 nd Qtr 07) 19. Quality Assurance Program (2 nd Qtr 07) 20. EFT Forms and Voided Checks (2 nd Qtr 07) 21. Irrigation Retro-fit letters to Customers Through ECIS (3 rd Qtr 07) 22. FH Attachment Number Accountability (3 rd Qtr 07) 23. SOPP Edit for Commercial Property (3 rd Qtr 07) 24. LWC Small Scale Filter Design (3 rd Qtr 07) 25. ADJIR – Adjustment Information Received (4 th Qtr. 07) 26. Adjustment Status (4 th Qtr. 07) 27. Improvement of New Service Application Form (4 th Qtr. 07) 2 Operational Improvements: 1. Remote Capture Check Processing (2 nd Qtr 07) (Submitted first by Susan Camp; Shared with Financial Resources) 2. LWC Customer Billhead Scanning (3 rd Qtr 07) ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
Metering Services 33 Process Improvements: 1. Magnetic Key Vault Lid Removal (2 nd Qtr 07) 2. Delinquent Fire Service Accounts (2 nd Qtr 07) 3. Disconnect Work File / Field Notices (2 nd Qtr 07) 4. Bankruptcy Streamlining (2 nd Qtr 07) 5. Retro-fit Advertisement in CCR (2 nd Qtr 07) 6. Old Accounts to Collection Agency (Submitted first by Metering Services; Shared with IT) (4 th Qtr 07) 7. COLMS – Collections Miscellaneous (4 th Qtr 07) 8. New Collection Group (LARGE)/DSCN (4 th Qtr 07) 9. Radio Dispatch Support (4 th Qtr 07) 10. SFOTN Improvements/Revitalization (4 th Qtr 07) 11. SFO Hotline – (502) 569-3600 x SFOS (4 th Qtr 07) 12. SFO Edits (4 th Qtr 07) 13. AMR Drive Route Mapping (4 th Qtr 07) 14. Daily Read Schedule Report (4 th Qtr 07) 15. Meter Dial Reference Materials (4 th Qtr 07) 16. Rainsuit Improvements (4 th Qtr 07) 17. AMR Antenna Fix (4 th Qtr 07) 18. Camera Purchase (Repair Leaders) (4 th Qtr 07) 19. Cross-Training Effort (4 th Qtr 07) 20. Duty Exchange Service Order Dispatching (4 th Qtr 07) 21. Forklift Qualification (4 th Qtr 07) 22. Meter Inventory Tracker (4 th Qtr 07) 23. Posting Productivity Data (4 th Qtr 07) 24. Pressure Testing Equipment (4 th Qtr 07) 25. Use of Planner Eraser Board (4 th Qtr 07) 26. RDAMR and RFFIX Field Documentation (4 th Qtr 07) 27. Tool Box Spare Keys (4 th Qtr 07) 28. Meter Shop Garage Inventory Organization (4 th Qtr 07) 29. Transfer of AMR MIU Number Information from C2 Personnel to Metering Services Personnel (Submitted first by Metering Services; Shared with Distribution Operations) (4 th Qtr 07) 30. Updating ECIS When a Defective Dial is Exchanged in the Meter Shop With a New Dial Reading Zero (4 th Qtr 07) 31. Groove Lock Pliers (4 th Qtr 07) 32. Reading of UPS Meters (4 th Qtr 07) 33. Jeep Inventory (4 th Qtr 07) 4 Operational Improvements: 1. Meter Shop – Capitalize Labor Used Building Meter Batteries (Submitted first by Metering Services; Shared with Financial Resources) (4 th Qtr 07) 2. AMR MIU Warranty (4 th Qtr 07) 3. Meter Pit Extension Rings (4 th Qtr 07) 4. Large Meter UME Replacement (4 th Qtr) Supplying I.T. Resources 8 Process Improvements: ©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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©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
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 280 and 281: Infrastructure Planning 5 Process I
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
Page 330 and 331: 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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