Organizational Development for Knowledge Management at Water ...

Training can be accomplished within the community by identifying a training lead for the
community. Typically, this person will possess an above average aptitude for Information
Technology and has a good grasp of the business processes.
The trainer will use the Requirements Traceability Matrix (RTM) developed earlier in the
process to design a course for community members. The RTM provides the basis for the
training. That is, it lists what groupware topics the trainer will cover. It is up to the trainer to
select the business context of the functional topics. The trainer should develop a group of use
cases or scenarios that illustrates to community members how the groupware will be utilized
within the community's business environment. An example of a use case is: (1) update group
calendar; (2) login to groupware; (3) check-out calendar; (4) add new calendar entry; and (5)
check-in calendar.
There is no replacement for hands-on training. Where possible, utilize a training center to
deliver training to community members. Training should be designed to be brief and specifically
geared towards business processes. Long training sessions greater than 1.5 hours have proven
to be ineffective. If training seems too long, scale back on the coverage areas. Keep it
manageable, applicable, short, and enjoyable for your community members.
In the KM Plan attached to Project Study #23, the Utility is developing an Intranet-supported
knowledge base for critical operational knowledge. This includes an increase in work
instructions, process flowcharts and digital photos.
Expected Outcomes:
An established knowledge inventory and folder structure for the domain of knowledge
A process for capturing documents
A framework to continually improve business processes leveraging lessons learned and
reusing best practices
Increased community collaboration and support
Identified target efficiencies in mission related measures such as cycle time, customer
service and total ownership cost
See:
Project Study #23 (Louisville Water Company, KY)
Case Example #2 (Mitre Corporation)
Tools: Best Practices
Document Repository
Knowledge Audit
Knowledge Blueprint
Knowledge Ontology
Knowledge Taxonomy
Lessons Learned
Picture Map
Shared Space
Storyboard
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