Organizational Development for Knowledge Management at Water ...

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COMMUNICATIONS PUBLICATIONS Background Papers. These would provide pertinent background material in plain language to raise the awareness and understanding of the public about current Utility projects and issues. These could be distributed to the larger stakeholder group; for example, through the courthouse, community groups and local schools. Book Review. Book reviews are opinion pieces on published works related to the drinking water Utility industry. When a book review is sent to colleagues or employees from a senior leader or manager—with a personal one-liner regarding the value of this book—it can be a powerful incentive to get a copy and read the book, thus facilitating learning and knowledge sharing. Issues Brief. Less formal than a presentation, a brief is often extracted from a longer study or report in order to make ideas more accessible and understandable to a wider audience. This would be a short paper describing issues (background, content and context) and framing questions around those issues. It can be presented in oral or written format. Brochures. A pamphlet or short printed work that has been stitched, stapled or folded, usually supporting high-level information focused on positive aspects about the Utility (in general or focused on a specific project planned or underway). Can be used to share information and contact points. Generally used in combination with other media or events, or to raise interest in Utility functions. Editorial. Article that expresses personal opinion, specifically that of the editor. Can be an excellent vehicle for facilitating community understanding of shifts underway in a drinking water utility, or to initiate interest and discussion among readers (or employees). Fact Sheet. A means of providing factual material to a broad array of stakeholders. Generally one page focused on a single issue with relevant facts presented in clear language. Would be provided free of charge and placed in locations that are easily accessible by stakeholders. Could also be made available on a web site. Flyers. A short for of the flysheet or flyleaf (the leaves at the beginning and end of a book that carry short overviews or quotes from advocates). Flyers are similar to handbills, a quick form—generally one page—of disseminating information about an event or publication. Guidelines. A book of instruction on a specific subject. A document providing directions, but softer direction than laws, rules or policies. While moving toward standardization, guidelines embed a level of meaning and understanding, combining “why” as well as “why not.” Road Map Guidelines are a form of guidelines that provide specific step-by-step mapping of actions used for specific processes (such as incubators). Information Packets. These are collections of pertinent printed and CD-based materials provided to specific stakeholders. For example, the target stakeholders may be voters, EPA inspectors, or the town council. H-5 ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
Interpretative Materials. Materials that provide background and context to an area of focus such as an engineering proposal of which the general public needs an understanding. Generally developed and delivered in support of events or other publications. Manuals. A handbook or a book of instruction (about a specific subject matter) which serves as a learning tool. Pragmatic in nature, it provides a methodology for use or application. After release, an employee workshop could be held on the use of the manual. Project Study #2 demonstrates the use of continuously updated operations and maintenance manuals to capture current knowledge. See also Project Study #10, Project Study #13, and Project Study #24. One-Pager. Collaboration piece or lay summary that provide the main points of a specific issue occurring in the drinking water utility. Policy Updates. One-page updates of changes occurring specifically focused on keeping policy makers in the loop and those changes in their awareness. A Policy Advisory Report would be a formally issued summary with findings and recommendations. Posters. Large sheets of paper or placards sharing ideas. Prepared such that they catch attention and quickly convey core ideas. Can be posted in public places, or used on tour routes to convey specific points. Presentations. The act of presenting or demonstrating, generally connected with visuals and models such as PowerPoint slides. A presentation handout would be take-home slides or support materials. Press Releases. Formal and official statement offered to the general public via publication in public media. Usually connected with an event or issue at a specific point in time; for example, a notice of emergency procedures during a water shortage. Public Service Announcements. Formal statement provided for community or stakeholder welfare, usually under the direction of policy-makers or community officials. May or may not be time dependent. An example would be ideas on how to conserve water. See: Project Study #2 (City of Fairborn, OH) Project Study #3 (City of Moline, IL) Project Study #10 (Colorado Springs Utility, CO) Project Study #13 (City of Akron Public Utilities Bureau, OH) Project Study #24 (Louisville Water Company, KY) Case Example #8 (NWRI Nigeria) Tool: Communications Plan H-6 ©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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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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Processes in the Executing phase of
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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 480 and 481: Leading and Managing The Four Organ
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Page 484 and 485: The exit interview uses the intervi
Page 486 and 487: Nurturing Organizational Health Emb
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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 500 and 501: Inventories. The inventory is a det
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
Page 526 and 527: NASA (National Aeronautics and Spac
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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