Organizational Development for Knowledge Management at Water ...

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Inventories. The inventory is a detailed account of products and processes. This approach can be used to create a list of what has been completed and what is still in process, what is working and what is not, and any issues that have emerged. An inventory is useful as a baseline for assessing progress. Surveys. The survey process can provide a baseline for understanding attitudes and behaviors of stakeholders in regards to a specific project underway or just completed. For example, data taken at start-up of a project and again a year or two into implementation can be used to identify attitudinal changes over time. In addition, surveys can take many formats, and questions can be structured, semi-structured or open-ended, providing different points of reference for exploring core issues. They can also help identify sustainability factors that are working. See: Project Study 24 (Louisville Water Company, KY) Case Example #2 (Mitre Corporation) Case Example #5 (Natural Resource Canada) Case Example #18 (USDA/Foreign Agricultural Service) H-3 ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
BUILDING TRUST Develop a leadership-supported “My Story” program (the sharing of stories by organization members on who they are and what they offer the team), and an “Encouragement List” (three positive things about each member of the Utility that affirm that individual’s worth as a knowledge source and contribution to the Utility). These are used to introduce individuals during meetings, provide examples where appropriate, and design Knowledge Sharing events such as lunchtime exchanges. See Case Example #3. Develop and facilitate a “Care to Share” Blog on anything Utility members care to share with each other about hobbies, interests, trips, photos, etc. Support social networking. Social capital is developed through trust, dialogue, collaboration and reciprocity. The way in which social networks are created reveals the ways in which social capital is realized, such as friendship (one to few) or virtual communities (one to many). See Community of Practice, Shared Space and Wiki. Trust is built over time from personal experience (I know you), shared experience (we both worked on the same project), transfer of trust (I know someone who knows you) and shared values (we operate by the same rules). These social networks can be a primary way of doing business. See the MQI paper on Relationship Network Management and the APQC benchmarking study on Virtual Collaboration. Consistency of behavior is important in building trust, as is making sure that there is follow-through between what one says they will do and what they do. As noted above, trust is built, over time, between two individuals who are always honest with each other, are supportive of others and follow-through on their promises. Trust takes considerable time to create and can e broken in a single incident, misunderstanding or by a simple mistake. For person “A” to share their knowledge with person “B”, person A must believe that B will not misuse that knowledge, will not use that knowledge against “A” and, if A needs some knowledge that B has, that person B will reciprocate the knowledge sharing. See Case Example #3. See: Project Study #8 (Loudon County Sanitation Authority, VA) Tools: Knowledge Sharing Relationship Building H-4 ©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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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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KMO interviews organization members
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As an example of knowledge mapping,
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Knowledge Mapping Sample Questions
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Peer View Process Shared Space The
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like items. The concepts are define
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But how far should we go in listing
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Ladder of Inference An approach for
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Tools: Collaborative Problem Solvin
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Step 1. Select Interview Candidates
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Learning How to Learn 1 A process f
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highlighting or underlining passage
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I am particularly interested in the
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Feedback from these two avenues sta
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Mentoring A learning relationship b
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Peer View Process A process for bui
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“Follow the Flow Hmmm. Now how do
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Relationship Building 1 Processes f
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Expected Outcomes: Better understan
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Fast is critical in the ever-increa
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Sleep On It An approach for improvi
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Information to build these networks
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Storyboards An approach to sequenti
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When well constructed, stories can
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Success Stories A strong methodolog
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The World Café A process for build
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Wiki A web site or group of web pag
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Appendix D Assessment Instrument Qu
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VERY VERY LOW LOW MEDIUM HIGH HIGH
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KNOWLEDGE MANAGEMENT TOOLKIT [INSER
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implementation. If this limitation
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and experience in order for the str
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Q10-1: Selecting level 1 indicates
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KM. It may be useful to review The
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Resources. Relationship Network Man
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Page 462 and 463: Appendix E Knowledge Management Too
Page 464 and 465: Knowledge Management Knowledge Mana
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Page 468 and 469: Introduction to the Instrument The
Page 470 and 471: Ensuring Leadership Commitment Deve
Page 472 and 473: outcomes. For example, if the desir
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Page 476 and 477: while also supporting ease of acces
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Page 484 and 485: The exit interview uses the intervi
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Page 490 and 491: Appendix F Business Case for Knowle
Page 492 and 493: for their division, department and
Page 494 and 495: Because each utility is different a
Page 496 and 497: Regulatory Perspectives for the Wat
Page 498 and 499: Appendix H Knowledge Management Too
Page 502 and 503: COMMUNICATIONS PUBLICATIONS Backgro
Page 504 and 505: COMMUNITY OUTREACH Contest. A proce
Page 506 and 507: CROSS-UTILITY COLLABORATION Inter-U
Page 508 and 509: INDIVIDUAL LEARNING Professional De
Page 510 and 511: KNOWLEDGE SHARING Ask, Learn, Share
Page 512 and 513: LEADERSHIP COMMITMENT VISIBILITY i
Page 514 and 515: Training Videos. (1) Support materi
Page 516 and 517: REFERENCE MATERIALS FOR BUILDING SH
Page 518 and 519: eference for the same topic or issu
Page 520 and 521: You Tube. You Tube provides a publi
Page 522 and 523: Appendix I Knowledge Management Too
Page 524 and 525: Agency strategic resource to enhanc
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Page 528 and 529: Records 20 On the Job Training Sout
Page 530 and 531: Lehigh County Authority, Allentown,
Page 532 and 533: Resources Tools Ideas Project Studi
Page 534 and 535: White Papers The WaterRF 4003 Knowl
Page 537: 1P-2C-4003-04/11-FP 6666 West Quinc
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