Organizational Development for Knowledge Management at Water ...

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eference for the same topic or issue. Following these formal presentations the topic would be open for further discussion. Public Sector Symposia. Partnering between non-government organizations and the public sector to dialogue on cutting-edge thinking regarding policy aspects of drinking water and other significant issues. Town Hall. Formal interactive public gathering based on a discussion framework, promoting dialogue among the utility and the larger stakeholder group. Information on all aspects of current processes as well as strategic thinking for the future would be widely available to stakeholders, and open discussion on all issues encouraged. Annual event held in the cultural tradition of the community; for example, one community might need a formal meeting at a convention center, while another may set aside an hour or two during an annual community picnic event. See Event Intermediation. See: Project Study #4 (City of Moline Water Division, IL) Singapore Case Study H-21 ©2011 Water Research Foundation. ALL RIGHTS RESERVED.
TECHNOLOGY-RELATED TOOLS Collaborative Decision Support Systems. When decisions are based on inputs from multiple domains, teams are required to ensure the experience to act effectively. Simultaneously, expertise may be in other organizations or geographic locations. A recent resource that extensively presents the current state of decision support systems is The Handbook on Decision Support Systems (edited by F. Burstein and C.W. Holsapple) (Springer-Verlag, 2007). See the NASA case study on Web-Based Collaborative Decision Support. Folksonomy. Organic system of organization that is simply a set of terms that a group of users apply to content (a user-driven taxonomy). “Folksonomy” (a combination of “folk” and “taxonomy” was used by Thomas Vander Wal in a discussion on an information mailing list. Unlike a taxonomy, a Folksonomy has no hierarchical relationships, rather automatically generated “related” tags which are clustered based on URLs. While this system of building a taxonomy provides the opportunity for individuality and entertaining creativity and carries an element of surprise, there are limitations and weaknesses due to an uncontrolled vocabulary that support ambiguities and multiple terms for the same concepts. The point folksonomies bring to bear is their representation of the user’s language, a critical point to reflect upon when developing a taxonomy. Multiple Search Technologies. Searching capability is a system, not a single tool. Rather, it is an integration of multiple search technologies which can include text and graphical search results and crawler and query systems for both structured and unstructured content. The system must be capable of precision, recall, discovery and agility. Core capabilities of a search system include: User controlling the accuracy of a search, ranging from extreme precision (only relevant content with risk of missing some) to extreme recall (all relevant content with risk of nonrelevant material) and all points in between. Results are presented as text and graphical profiles modifiable for greater accuracy. Search output becomes input (can improve relevancy by graphically modifying results; add-by-click concepts and entities; and change importance and weighting). Suggestions to user for improving the search (mining results for concepts/entities not in previous search). Prefers plain language as input (context of terms and phrases is exposed for disambiguation to provide greater relevance—key words are not necessary). Social Bookmarking. A system of free-form tagging used by software designed as social bookmarks manager. One example is Del.icio.us, a tool to organize web pages. When browsing a web page, users can select the bookmark and are presented with a form that allows them to enter any tags they want to associate with the page, then save it. The tags are used to automatically generate a chronological ordering of bookmarks saved to the systems and to collocate bookmarks within a user’s collection. They are also used to collocate bookmarks across the entire system, thereby providing tagged bookmarks for other users. Another example is Flickr, a photo management and sharing web application that uses free-form tagging for photos. Both examples require user accounts. H-22 ©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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Q23-2: Selecting level 2 indicates
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the Tools section of the toolkit un
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and Success” and the MQI paper
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worthwhile to include team training
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issue could require careful conside
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Appendix E Knowledge Management Too
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Knowledge Management Knowledge Mana
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Knowledge and information managemen
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
Page 482 and 483: Problem-solving is one of the most
Page 484 and 485: The exit interview uses the intervi
Page 486 and 487: Nurturing Organizational Health Emb
Page 488 and 489: and to create new knowledge through
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 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 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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