Organizational Development for Knowledge Management at Water ...

I am particularly interested in the implicit and tacit knowledge you have been accumulating
over the years that has been the basis for your high performance in this utility. Many of your
most difficult actions and decisions have been based on your intuition and judgment created
over years of experience, both successes and mistakes. So what can you tell us about your
learning that will help your relief avoid errors and keep our utility high performing? Where have
you found intuition to be most valuable in your work, and what should your relief look for in
these areas? Any hints, feelings, rules, heuristics that you found useful would help us greatly
and represent a wonderful legacy for our future.
We realize you did not get such help when you began your career many years ago, but things
were simpler then, and time moved slower. Today we have little time for mistakes, nor margin
for errors. If your oldest child were stepping into your shoes tomorrow, what would you tell
her/him other than your telephone number? Leave a legacy behind that directly affects the way
this utility serves its customers, thus enriching the lives of your colleagues and customers for
generations to come with your contributions.‖
Expected Outcomes:
A fluid and efficient transition between an employee’s departure and the new employee
getting up to speed.
Decrease in new employee mistakes.
Accelerated learning by new employee.
See:
Case Example #15 (US Army TEAM C4ISR)
Case Example #16 (Virginia Department of Transportation)
Tools: Engaging Golden Expertise
KM Desk Guide
KM Plan
Learning History
C-97
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