Organizational Development for Knowledge Management at Water ...

Project Study # 31
Social Network Analysis
Project Description: We are completing a 6 month project, with a limited number of employees,
across several disciplines. We decided to use Social Network Analysis (SNA) to gain
information. From the Utilities perspectives, the tool seemed appropriate for the assessment of
the quantity and quality of information learned about our project. This tool will help us evaluate
the process, the people and the results in order to help with planning to expand the reuse
program.
We used SNA with the following objectives in mind:
Size of Utility: 800 employees
• Help identify key sources of information
• Search for problem solvers
• Evaluate flow of information gathering and sharing
• Institutionalize the storage of project knowledge
• Create a model for decision making and knowledge retention for future
projects.
Critical Success Factors: Charlotte-Mecklenburg Utilities chose to revitalize its 10 year old
water reuse program. In doing so, many parts of the puzzle were evaluated, rehabbed, reengineered
and adapted. Those activities and processes involved numerous interactions, both
among plant staff, but also with other subject matter experts.
Cost: Staff time only. The cost is estimated to be less than $5,000.00.
Alignment: This project was aligned with and totally compatible with our business plan. The
structure of the project was the variable. We would have gathered this data, made
assessments and identified participant’s roles regardless of this tool; however this methodology
allowed us to plan for and digest the information as well as confirm our earlier findings.
Benefits: SNA helped us to identify how information is processed, who participates and to what
degree in the information sharing, and where the key information or knowledge is stored. It
helped identify one way flows of information.
A beneficial by-product of the tool was the identification of additional subject matter
experts critical to this and future reuse projects. Use of SNA helped us to develop a successful
reuse project by:
Compiled February 2007
• Capturing key information from the consultant on the project
• Retaining data and information by function in operational manuals and operating
procedures
• Identify critical problem solvers and subject matter experts for future project
efforts.
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