Organizational Development for Knowledge Management at Water ...

Key Learnings Document
Short summaries of specific actions and results in context.
Supports: knowledge retention, knowledge sharing, learning
LEVEL OF EFFORT
SIZE OF UTILITY
MED
SCALABLE
SCOPE OF WORK C 2
C 2 = CONTEXT/CONTENT SENSITIVE
Key learnings are insights kept in context, which may or may not be applicable to another
situation. They are a one to two-line summary sentence focusing on a specific actions and a
resulting benefit. These key learnings are then categorized by major themes and presented in a
question and answer format. For example, for the theme ―Proven evaluations criteria and
techniques,‖ the question might be ―What issues should I consider when evaluating past
performance?‖ The key learning would be: ―Understand the circumstances behind the success
and failures of past performance proposals to avoid eliminating a bidder who may have the best
solution.‖
To prepare the key learnings document, the U.S. Army TEAM C4ISR implemented the
following process. The interviews were transcribed with time codes. Then a group of knowledge
harvesters (a minimum of 2, maximum of 4) joins together in a distillation process, first prereading
the transcripts to identify key learnings, pull quotes and major themes. Then the group
comes together to compare notes and debate, using a laptop and projector to edit the
transcripts as the group agrees on key learnings. Group rules of the process included:
There is no true right or wrong.
Discussion is focused on the statements made in the interview, not on the knowledge
harvester’s experience.
Avoid over-interpreting—don’t put words in the mouth of the interviewee.
Using this group process, it takes about 4-6 hours to distill one hour of interview. Finally, the
group produces the Key Learning Document, which is then forwarded to the interviewee to
ensure accuracy. See Case Example #15.
This document can then be used to create video, audio and text clips for the Utility. It can
also be linked to related after actions reviews.
Expected Outcomes:
The capture of tacit knowledge for reuse
Individual and organizational learning
See:
Case Example #6 (SHELL HP)
Case Example #15 (US Army TEAM C4ISR)
Tools: After Action Review
Interviewing
Learning History
Learning How to Learn
C-58
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