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©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 11

Trevor LuiTrevor LuiSenior Consultant

Knowledge ManagementHKPC


Typical KM ProblemsTypical KM Problems

Repeating Mistakes

Reinventing the Wheels


Other ProblemsOther Problems

• Difficult to locate the right information Difficult to locate the right information at the right timeat the right time

• Information and knowledge are not shInformation and knowledge are not shared across the project teamsared across the project teams

• Loss of valuable knowledge due to Loss of valuable knowledge due to staff turnoverstaff turnover

• Loss of competitiveness ( i.e. Loss of competitiveness ( i.e. responsiveness, productivity)responsiveness, productivity)……


As A Result …As A Result …

Long Cycle TimeLong Cycle Time Increase CostIncrease Cost

Customer Customer ComplaintsComplaints

Rework


Root cause of the problemRoot cause of the problem

It is It is NOTNOT because because insufficient of insufficient of resources …resources …

Land

Labor

Capital

It is because …

We We

Do Not Do Not Know Know

What What

We Knew!!!We Knew!!!


KM Awareness (People/Culture) KM Awareness (People/Culture) 公司全体人员公司全体人员 - - 知识管理认识知识管理认识现况现况 (( 人人 // 文文

化化 ))

7.60

7.41

7.38

7.15

7.13

5.32

5.04

4.61

4.23

4.07

1 2 3 4 5 6 7 8 9

Avg Score

在工作中获得的知识是公司的财富

如果知识管理能帮助我更快速有效地工作，我愿意参与

我是知识管理的最终受益者

即使知识管理不是强制性的亦不会与我的工作表现评核挂钩，我也会参加

我是决定把什么资讯放在公司网站上的最佳人选之一

知识雖来自个人，但可与别人分享

知识管理会是一项流行且长久的管理學

我认为我们必须分享知识以达到互相学习的目的

我觉得我们的同事是渴望学习和愿意为公司的成功作出贡献

我在知识管理中也是一主角

Still at Base

K - Awareness


Mgmt & Key Staff - KM Awareness (People/CulturMgmt & Key Staff - KM Awareness (People/Culture)e)

高层管理高层管理和主要员工和主要员工 - - 知识管理认识知识管理认识现况现况 (( 人人 // 文文化化 ))

8.13

8.09

8.04

7.98

7.95

5.94

5.52

4.81

4.37

4.25

1 2 3 4 5 6 7 8 9

Avg Score


我是知识管理的最终受益者

即使知识管理不是强制性的亦不会与我的工作表现评核挂钩，我也会参加

我是决定把什么资讯放在公司网站上的最佳人选之一


我认为他人的知识对我有用

我们的公司文化鼓励分享知识

知识管理是一项持續工序，沒有开始或结束

知识雖来自个人，但可与别人分享

如果知识管理能帮助我更快速有效地工作，我愿意参与

Still at BaseK - Awareness


Knowledge Sharing Knowledge Sharing CultureCulture

Why do I have to share

What’s the benefit


Generic “Learn Before” & Generic “Learn Before” & “Learn After” Process“Learn After” Process

Task 1 Task 2Approved?Yes

No


Process & Document Process & Document MapMap

1.1.1a

Proposeformal rental

offer

Accept?

Yes

No

Raisecontract

Confirmacceptance of

proposal

ConfirmBooking

Anymaterial

amendment?

CFO checks anypossible materialamendment to the

License Terms

Yes

Applicable?

Prepare aproposal of the

eventNo

Yes

Discuss &advice forchanges

No

Proposebooking

details forapproval

Approve?

Negotiate costdetails &

package ofservices

Yes

Issue Invoice

Sign contract& pay invoice

EventPlanningBusinessProcess

PrepareEvent

Checklist

No


Develop KM Develop KM ProcessProcess

Learn Before

Learn After

Task 1Task 1

• Avoid reinventing the wheels

• Avoid repeating the past mistakes

KM Process

OK?

Task 2Task 2

Learn Before

Yes

No

Knowledge Capturing and Sharing


Knowledge Sharing Knowledge Sharing ToolsTools


Pre-meeting survey :The Future of Corporate eLearning by Eilif TrondsenRichard Clark April 25, 2003


• Create competition among learnersCreate competition among learners• TabooTaboo• ConsequenceConsequence• Tricks / Short CutTricks / Short Cut• Multi-sensory experienceMulti-sensory experience• Fun to learn and fun to look at those who are learningFun to learn and fun to look at those who are learning• Instant FeedbackInstant Feedback• Success-to-failure ratioSuccess-to-failure ratio• Sense of controlSense of control• PressurePressure• SurpriseSurprise• Incremental ChallengesIncremental Challenges• Story-line and cut scenesStory-line and cut scenes• PersonalizationPersonalization• AI / Realism / Decision TreeAI / Realism / Decision Tree• Minimize frustrationMinimize frustration• Reversal ThinkingReversal Thinking• Facilitated Trial and errorFacilitated Trial and error• Replay ValueReplay Value

© Copyright 2004 LMI Academy Limited 14


BenefitsFor the Organization...For the Organization...• Yield high learning-return-on-time-and-money-invested (LROTI) Yield high learning-return-on-time-and-money-invested (LROTI) • Can be produced for a fraction of the costs of traditional eLearning pCan be produced for a fraction of the costs of traditional eLearning p

rograms rograms • Can be developed in weeks instead of months Can be developed in weeks instead of months • Are quickly scalable and upgradeable to reflect changes in content oAre quickly scalable and upgradeable to reflect changes in content o

r appearance r appearance

For Managers…For Managers…• allow managers and others responsible for "managing learning" to: allow managers and others responsible for "managing learning" to:

– Track, compare, and analyze Track, compare, and analyze student’s knowledge student’s knowledge from learning activitiefrom learning activities s

– Record and analyze outcomes and Record and analyze outcomes and post-game resultpost-game result – Update content Update content with Excel or Accesswith Excel or Access

For Learners…For Learners…• Readily understand and retain complex principles, procedures, and oReadily understand and retain complex principles, procedures, and o

ther critical information ther critical information • Quickly become qualified to apply what they have learned to solve crQuickly become qualified to apply what they have learned to solve cr

itical problems, make decisions, and realize important benefits itical problems, make decisions, and realize important benefits • Learning is FunLearning is Fun


ConclusionConclusion

• Look into daily processes and Look into daily processes and develop tools to staff solving the develop tools to staff solving the daily issuesdaily issues

• Develop more easy and rich Develop more easy and rich context for knowledge sharing context for knowledge sharing

• Provide incentive in learning and Provide incentive in learning and knowledge sharingknowledge sharing


Q & AQ & A

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