Organizational Development for Knowledge Management at Water ...

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Wiki A web site or group of web pages used for collaboration. Supports: Knowledge sharing, collaboration, group and individual learning LEVEL OF EFFORT SIZE OF UTILITY SCOPE OF WORK MED MED-LARGE WIDE Wikis are emerging throughout organizations, often replacing static intranets to serve as an organization’s software of choice for collaboration. In their book The Wiki Way: Quick Collaboration on the Web, authors Ward Cunningham and Bo Leuf describe the Wiki concept as follows: A wiki invites all users to edit any page or create new pages within the web site. A wiki promotes meaningful topic associations between different pages by making page link creation easily and intuitive. A wiki is not a carefully-crafted site for casual visitors, rather it seeks to involve the visitor in an ongoing process of creation and collaboration that constantly changes the landscape of the site. An example of a wiki is the Wikipedia, a free encyclopedia project that is an example of open source computing. The name is a derivation of wiki (a collaborative web site) and encyclopedia. The content for Wikipedia is contributed by volunteers around the world, and can be edited by anyone with access to the Internet. This on-going project has more than 75,000 active contributors on more than 10,000,000 articles in over 250 languages. Contributions remain the property of their contributors while being widely and freely distributed and reproduced. While the articles are not all of encyclopedic quality at the beginning, by the time experts from around the world have contributed their thoughts and edited previous thoughts, the contributions eventually come into balance and provide comprehensive (and current) coverage, something that was impossible to achieve through the normal encyclopedia channels. See www.wikipedia.org. Another example of open source computing is Citizendium (the Citizens’ Compendium of everything). This project builds on the Wikipedia approach but requires contributors to use their real names and is strictly moderated for unprofessional behaviors through ―gentle expert oversight.‖ A main feature is ―approved articles‖ which have undergone a form of peer review by credentialed topic-experts. Citizendium is focused on the reduction of bias, facts versus opinion, and fairness and sympathy. It expects professional behavior and is also family-friendly in the topics that are included. See www.citizendium.org A related virtual source of information is the Encyclopedia of Earth, focused on Earth’s natural environments and the interaction of society with those environments. It is composed of articles written by scholars, professionals, educators and experts in a collaboration and peerreviewed process. While there is much material available via the Internet in the area of the environment, what the EoE does is provide an authoritative source. The EoE touts itself as the C-125 ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
largest reliable information resource on the environment in history. It includes articles on the hydrosphere, lithosphere, atmosphere, magnetosphere, cryosphere and biosphere; the living organisms on Earth; the interactions and feedbacks among society, biological diversity and the physical systems of Earth; and the interdisciplinary field of environmental science, natural and social. See www.eoearth.org All of these sources can provide immediate, current information which must then be intelligently assessed in terms of its usefulness to the subject at hand. In Case Example #20, IBM encourages an open exchange through blogging, social web applications such as wikis and networking. Expected Outcomes: Provides easy and fast access to information, although the quality of the information should always be considered. See: Case Example #18 (USDA/Foreign Agricultural Service) Case Example #20 (IBM) Tools: Blog Ideas: Technology Related Tools C-126 ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
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Organizational Development for Know
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About the Water Research Foundation
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DISCLAIMER This study was jointly f
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©2011 Water Research Foundation. A
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PART 1 INTRODUCTION BACKGROUND The
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efore individuals were located who
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Q3 and Q7 were dichotomous, request
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The “Other” category included i
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Q1-C Q1-D 120 100 80 60 40 20 0 101
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Change Employees have to be certi
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Question 4: Briefly list the opport
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Relevant and affordable training C
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Stay on pace with rate making proje
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Question 7: How well do employees s
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knowledge, silos, planning, workloa
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Education level of many employees i
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Mayor/ council with limited vision
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How people become entrenched in doi
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Willing leaders Management that is
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Q14 How would you describe a succes
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Time specific and did not develop s
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The migration of long-tenured emplo
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CORE PLANNING PROCESSES In the 4003
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potential of current and future inf
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Bring Employees into the Project By
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SUCCESS FROM ANOTHER VIEWPOINT Proj
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constraints can limit the ability f
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causes them to have serious concern
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# Subject Utility Size Estimated Co
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# Subject Utility Size Estimated Co
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Appendix B WaterRF 4003 Project Stu
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Project Study # 2 Development of Op
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Project Study # 4 Public Relations
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Project Study # 6 Succession Planni
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Project Study # 8 Adopting the SOP
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Tualatin Valley Water District Work
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Board Goals & TVWD Demographics Dro
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Message to Employees The future of
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Self Nomination • We asked employ
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TVWD Expected Outcomes 1. Raise awa
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process improvement, which has been
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1.0 PURPOSE The purpose of a docume
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• Ensuring the content of process
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• T15-00002 is used as a high-lev
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When the document is submitted for
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1.15.4. Changing Process Owners Cha
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EQUIPMENT AND TOOLS QBD Approved Pr
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5.0 SAFETY REQUIREMENTS This sectio
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Source/Standard Standards, codebook
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REFERENCE DOCUMENTS £ All necessar
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ATTACHMENTS £ There is a 1-to-1 ma
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Begin Changing Existing Documents D
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Project Study # 12 Using contract e
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Project Study # 14 Converting from
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Project Study # 16 Career Ladder Pr
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Project Study # 18 Hired a private
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Project Study # 20 On the Job Train
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Benefits: Our retiree training prog
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Project Study # 23 Louisville Water
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Presented by: Carl Blanton INTRODUC
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LOUISVILLE WATER COMPANY KNOWLEDGE
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*(Source: Knowledge Retention: A gu
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The most common techniques are thos
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‣ Less is more - the goal is to d
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Technical Knowledge to be retained:
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6. What are the key lessons learned
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Cost: No cost noted Benefits: Syste
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CHECKLIST - WHAT ARE WE LOOKING FOR
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Partnership Among Employees 1. Syst
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Planning & Results 1. System Operat
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Best Practices, Resources, Recommen
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Natural Work Team Observation Check
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Section 2 - Partnership Among Emplo
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Section 2 - Partnership Among Emplo
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Project Study # 25 LWC Process & Op
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CUSTOMER SERVICE & PUBLIC INFORMATI
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BUSINESS RISK 2 Process Improvement
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5. Distribution Truck Cycle Count 6
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Supplying Financial Resources 30 Pr
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Infrastructure Planning 5 Process I
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3. MDO Truck Inventory Controls (2
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1. Federal Taxes on Bonus Checks (3
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Supplying Human Resources & Labor R
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LWC Process Improvement Business Sy
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Improvement Operational Business Sy
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188 Process/Operational Improvement
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Project Study # 26 LWC Talent Resou
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Content in their Talent Resource Fo
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WATER COMPANY 2008 INDIVIDUAL DEVEL
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Project Study # 29 The Directions P
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In recognition for the Alliance’s
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_____________________________ POC:
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Project Study # 33 Sharepoint for S
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Appendix C Knowledge Management Too
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Introduce the practice of reflectio
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Ideas: Group Learning Individual Le
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3. Find the First Cut Affinity Alth
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After Action Review A group process
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Appreciative Inquiry 3 An approach
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Ba Spaces Collaborative spaces desi
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Prepare for your meetings and excha
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All of this information provides th
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Brain Writing 4 A process to help g
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Brainstorming A process for enhanci
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Case Study An approach to learning
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Causal Loop Diagram 5 A process for
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6. Distinguishing between perceived
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Collaborative Problem Solving Forum
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(3) Idea Generation Once the root c
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Communications Plan A method for li
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Case Example #16 (Virginia Departme
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Community of Practice A group of in
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Concept Mapping A technique for map
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Step 2: The Right-Hand Column (what
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Specifically, document repositories
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Expected Outcomes: Better decisions
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findings; dialogues from a panel di
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Facilitation A process for leading
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quietly muttered under his breath a
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1. At the top of the T, write the i
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Initially broad: "Tell me about..."
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What documents do you keep on your
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Knowledge Audit 8 An inquiry into w
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KnowledgeBase Roadmap 9 A framework
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eduction, and total ownership cost.
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Work Product: ―As-Is‖ model and
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Training can be accomplished within
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Estimate effort in ongoing maintena
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In the virtual application, the imp
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In Project Study #23, a KM action p
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Page 386 and 387: Knowledge Mapping Sample Questions
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Page 390 and 391: like items. The concepts are define
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Page 394 and 395: Ladder of Inference An approach for
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Page 400 and 401: Learning How to Learn 1 A process f
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Page 412 and 413: “Follow the Flow Hmmm. Now how do
Page 414 and 415: Relationship Building 1 Processes f
Page 416 and 417: Expected Outcomes: Better understan
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Page 420 and 421: Sleep On It An approach for improvi
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Page 424 and 425: Storyboards An approach to sequenti
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Page 434 and 435: Appendix D Assessment Instrument Qu
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Page 444 and 445: Q10-1: Selecting level 1 indicates
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Page 462 and 463: Appendix E Knowledge Management Too
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Page 468 and 469: Introduction to the Instrument The
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Problem-solving is one of the most
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The exit interview uses the intervi
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Nurturing Organizational Health Emb
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and to create new knowledge through
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Appendix F Business Case for Knowle
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for their division, department and
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Because each utility is different a
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Regulatory Perspectives for the Wat
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Appendix H Knowledge Management Too
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Inventories. The inventory is a det
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COMMUNICATIONS PUBLICATIONS Backgro
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COMMUNITY OUTREACH Contest. A proce
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CROSS-UTILITY COLLABORATION Inter-U
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INDIVIDUAL LEARNING Professional De
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KNOWLEDGE SHARING Ask, Learn, Share
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LEADERSHIP COMMITMENT VISIBILITY i
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Training Videos. (1) Support materi
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REFERENCE MATERIALS FOR BUILDING SH
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eference for the same topic or issu
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You Tube. You Tube provides a publi
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Appendix I Knowledge Management Too
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Agency strategic resource to enhanc
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NASA (National Aeronautics and Spac
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Records 20 On the Job Training Sout
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Lehigh County Authority, Allentown,
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Resources Tools Ideas Project Studi
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White Papers The WaterRF 4003 Knowl
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1P-2C-4003-04/11-FP 6666 West Quinc
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