Organizational Development for Knowledge Management at Water ...

Specifically, document repositories were called out as a self-service tool in support of
knowledge retention.
Project Study #14 involves the move from a paper based Utility to the process of capturing
all asset data into one database. This involved training 310 employees (costing data included).
In Project Study #19 the Utility is computerizing all customer service records tied to the
organizational GIOS database that will link both pieces of information, thereby facilitating
knowledge flows.
Project Study #28 details the use of KnowledgeKeeper, a knowledge management software
application, involving videotaping procedures that are then turned into a searchable format
available to plant operations personnel. In Project Study #2, the Utility has developed
operations and maintenance manuals for each of three areas: water distribution, water
treatment and sewage collection. In Project Study #13, the Utility has increased the number of
Standard Operating Procedures captured in its information system. In Project Study #10, the
Utility has created a document repository called Quality Based Documentation and today the
documentation process has become the norm for the organization. The Utility has provided a
process graph and the parent document supporting the document control process. In Project
Study #32, the Utility has developed a document repository for capital improvements. Project
Study #24, systems documentation is kept up to date through a System Certification Review
Process. This process is part of a larger commitment to total quality management.
Expected Outcomes:
Rapid and easy access to relevant information needed by the Utility workforce.
An efficient way of storing, updating and keeping track of information that the Utility
considers important for its day-to-day activities.
See: Project Study #2 (City of Fairborn, OH)
Project Study #10 (Colorado Springs Utility, CO)
Project Study #13 (City of Akron, OH)
Project Study #14 (City of Akron, OH)
Project Study #19 (Evergreen Metro District, CO)
Project Study #24 (Louisville Water Company, KY)
Project Study #28 (City of Cleveland, OH)
Project Study #32 (Tampa Bay Water, FL)
Case Example #2 (Mitre Corporation)
Case Example #16 (Virginia Department of Transportation)
Tools: Knowledge Audit
Knowledge Ontology
Knowledge Taxonomy
KnowledgeBase Roadmap
Ideas: Technology-Related Tools
Additional Resource:
Paper by TECHi2 on Organizing Knowledge with Ontologies and Taxonomies
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Resources:
Oce Business Services White Paper. ―Document Process Management: The Case for an Integrated Lifecycle
Approach.‖ Downloaded from www.oceusa.com/obs.
Sutton, M. J. D. (1996). Document Management for the Enterprise: Principles, Techniques, and Applications. New
York, NY: John Wiley & Sons.
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