Organizational Development for Knowledge Management at Water ...

56 | Organizational Development for Knowledge Management at Water Utilities
individual managers and teams to develop and implement balanced decisions that optimize the
entire system instead of one part of the system.
Systems thinking provides an approach for managing complicated situations by helping
decision-makers recognize and understand cause-and-effect relationships among organizational
parameters. For example, identifying the boundaries of a problem or issue helps focus corrective
actions, while understanding the connections among parts of the system might tell you that multiple
actions are required to correct a situation.
In terms of implementing a KM initiative or strategy, by understanding the interrelationships
of, for example, a technology system storing guidance documents (information) and an
expert who has a reputation for trouble-shooting (knowledge), both can be used to achieve optimum
performance. For periodic issues handled in a repeatable manner, the technology system can
support a training requirement to spread this ability across the utility. However, when situations
arise that have different parameters than previously experienced, it’s time to consult an expert with
the appropriate knowledge. By developing an expertise locator, even the largest organizations can
have quick access to the knowledge that is needed.
Taking a systems perspective also means deciding on what is going to be measured and
how it is going to be measured prior to project start-up.
Resources Linked From the Planning Phase
Resources linked in support of this discussion are:
• Tools: Community of Practice, KM Desk Guide, KM Plan, Knowledge Audit,
Interviewing, Shared Space, Storytelling
• Ideas: Leadership Commitment, Recognition and Rewards
• Strategies: Becoming a Knowledge Centric Organization (KCO), Increasing
Efficiency and Effectiveness through Knowledge, Developing Knowledge Leaders,
Implementing eLearning, Knowledge Retention and Nurturing a Knowledge Sharing
Culture
• Depth Resources: Developing a Model for Team Learning and Success (MQI monogram),
The DON Metrics Guide, A New Change Model (MQI paper), Turnquist paper
KM and IM in the Water Sector (Turnquist paper), Thinking About Systems and
Complexity (MQI paper)
• White Papers: The Business Case for KM in the Industry, 4003 Research Report #2
(opportunities and initiatives for success), 4003 Research Report #3 barriers), 4003
Research Report #4 (critical success factors)
• Project Studies 24
• Case Examples 8, 13
• Case Studies: KM at NASA-Kennedy Space Center, DON Case Study, Learn@
WELL, Singapore Case Study
The Preparing Phase
After completion of the planning stage of a KM strategy or initiative, attention should be
focused on preparing the utility and the project team and individuals for implementation. A plan
cannot succeed just because someone orders it to be done. Careful consideration needs to be given
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