Organizational Development for Knowledge Management at Water ...

Peer View Process
A process for building familiarity with (and trust of) the expertise of others.
Supports: knowledge sharing, building trust
LEVEL OF EFFORT
SIZE OF UTILITY
SCOPE OF WORK
MED
SCALABLE
WIDE
The ―peer view‖ process (also called a peer assist) provides an effective example of both
managing conversations and the sharing dimensions. Before a project is about to start, the
project manager facilitates a meeting in which all team members are invited to participate.
Individual members are asked to provide related insights from previous projects, experiences
and lessons learned.
Through this peer view process, not only is performance on the task at hand improved, but
people become much more aware of the unique skills and abilities others can bring to projects.
This creates a natural process for becoming familiar with the expertise of others. It also begins
to develop the needed norms of reciprocity and trust that make the sharing of expertise
comfortable. Should a problem appear at a future time, these individuals are more likely to
come together and provide their inputs to help solve the current problem or derive potential
solutions.
This process is used at AT&T. Since there are virtual teams of AT&T employees dispersed
around the globe, video conferencing is often used as a supporting mechanism to increase the
effectiveness of this enabler.
Expected Outcomes:
Better knowledge sharing among key employees.
Speeds up teambuilding process, thereby getting the team up and running more quickly.
Better quality of decision and implementation through improved trust and collaboration.
See:
Project Study #23 (Louisville Water Company, KY)
Case Example #6 (SHELL HP)
Case Example #12 (AMRED, Kenya)
Tools: After Action Review
Dialogue
Knowledge Moments
Ideas: Knowledge Sharing
C-103
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