Organizational Development for Knowledge Management at Water ...

KMO interviews organization members to get ―their take‖ on what they offer the
organization from their unique perspective; challenges they’ve faced and how their life
experiences bring knowledge that helps the organization and those the organization
serves. (Sample questions: What has been the biggest challenge in your life? What is
the biggest challenge on the job? How do the two relate to each other? What is your
greatest strength? How do you use that strength to serve others in the organization?
How do you use your strength to serve water utility customers and other stakeholders?
What is the line of sight between your job activities and the utility’s purpose?)
4. Continually seek improvement of processes, procedures and practices through sharing
knowledge and best practices.
KMO maintains records of procedures, processes and practices throughout the
organization and seeks to find best practices for their improvement. KMO then
maintains records of those best practices until changes occur which lead to improving
them. As appropriate, the KMO pulls together a group of functional area specialists to
discover the patterns emerging from best practices, and then embeds what is learned in
appropriate communities, teams, educational programs, and organizational processes.
Working with teams and communities, KMO oversees the development of ―job aids‖ to
improve performance.
KMO serves as ―warehouse manager‖, helping to locate and transfer
information/knowledge that organization members need to do their jobs better and
mobilize the knowledge/products they produce across the organization.
KMO maintains backups of material for future reference.
5. Leverage state-of-the-art technologies to enhance the gathering and sharing of
information/knowledge throughout the organization and those whom the organization
serves.
Working with the CIO, KMO stays abreast of, and advises organization members of the
latest trends in technology for the gathering and sharing of information/knowledge
through websites, virtual worlds, collaboration software and the latest products and
techniques.
KMO works with the CIO and organization members whose jobs include library and file
room functions to ensure production and maintenance of digital archives of significant
events, training, briefings, etc. that occur at and by the organization for use in training
materials, legacy materials, improvement of processes and procedures and the overall
sharing of knowledge with and for the organization.
Approved by: [Senior Manager/Leader and Direct Report Manager]
Acknowledged by: [KMO and Implementation Team Members]
C-75
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