Organizational Development for Knowledge Management at Water ...

Expected Outcomes:
The knowledge map as a directory encourages knowledge re-use and prevents reinvention,
saving search time and acquisition costs, and decreasing decision-making time
while increasing customer response.
Knowledge mapping identifies significant information and some of the critical knowledge in
the heads of employees. Highlighting such knowledge prior to retirement or leaving gives
the utility time to develop replacements for key workers
The knowledge map as a strategic tool provides knowledge sources for decision-makers
and customers in an uncertain and changing environment.
A knowledge map helps identify knowledge gaps relative to strategic future goals and
highlights knowledge that is no longer relevant to utility success..
See:
Project Study #26 (Louisville Water Company, KY)
Case Example #1 (Revisions)
Case Example #6 (SHELL HP)
Case Example #16 (Virginia Department of Transportation)
Learn@WELL Case Study
Tools: Benchmarking
Expertise Locator
Interviewing Profiling Tool
Knowledge Audit
Sample Questions
Knowledge Blueprint
Sample KM Plan
Social Network Analysis
_______________________________
References:
Davenport, T. & Prusak, L. (1998). Working Knowledge: How Organizations Manage What They Know. Boston,
MA: Harvard Business School Press.
Tiwana, A. (2000). The Knowledge Management Toolkit. Upper Saddle River, NJ: Prentice Hall.
Zack, M. (1999). Knowlede and Strategy. Boston, MA: Butterworth-Heinemann.
C-78
©2011 Water Research Foundation. ALL RIGHTS RESERVED.