Http://pbma.hq.nasa.gov JS Newman 1 Pioneering Knowledge Management at NASA An Overview of the...

JS Newman

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http://pbma.hq.nasa.gov

Pioneering Knowledge Management at NASA

An Overview of the Process Based Mission Assurance

Knowledge Management System (PBMA-KMS )

December 2, 2004

KM-Pro / Washington DC Chapter Meeting

George Mason University – Arlington Campus

J. Steven Newman D.Sc. Director, Review & Assessment Division

NASA Office of Safety & Mission Assurance

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Background• PBMA-KMS deployed in March of 2001 is the first NASA-wide multi-functional

Knowledge Management System

• Developed and implemented under the sponsorship of the NASA Associate Administrator for Safety and Mission Assurance

• Merged existing NASA SMA program/project life-cycle “Knowledge Architecture” with the multiple KM concepts presented in GWU/KM graduate coursework (e.g., 4-Pillars / Stankosky et. al.)

• Ongoing dialogue with KM community at GWU, GMU, Washington KM Roundtable, KM-Pro (e.g., Universal KM Framework Workshop)

• PBMA Knowledge Architecture reflected integration of SMA functions (work processes) into the systems engineering program/project life-cycle

• PBMA-KMS serves program/project managers, safety and mission assurance professionals within a workflow context

• Widely accessible / user friendly / content rich

• In place: policies & requirements, best practices, lessons learned, video nuggets,

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- Meets/exceeds “state-of-the-art” knowledge management requirements. - Operational for over four years with > 99% availability.- Fully capitalized, with development costs borne over past five years by the

Agency Chief Safety & Mission Assurance Officer- Fully funded by the Agency Chief Safety & Mission Assurance Officer for FY05 -

Spearheading the NASA Safety Culture Transformation by enabling unprecedented collaboration opportunities as well as improved efficiency and effectiveness- Best Value to Agency ($1.6M recurring operational full cost)- User Fees = $ zero

The PBMA-KMS provides world-class Knowledge Management functional capabilities and was recognized by OMB with an eGov 2003 Pioneer Award, and most recently (Nov 04), with NASA Headquarters 2004 Civil Service/Contractor Team Award

A compelling business case …………

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Glenn Sotware Engineering

Process Group

PBMA-KMS Work Groups/Communities of Practice5,580 members

227 individual communities of practice

38 Communities of Practice supporting the Space Shuttle Program return-to-flight efforts.

145 other NASA programs and projects also supported

Volume: More people are coming to PBMA, they are using the site for longer, and they are coming back again for more information. - 190,000 hits per month (an increase of over 20% from the beginning of the year). Return Visits: numbers of daily visitors and returning visitors (key indicators of value) have increased more than 25% during the last year.Length of Visit: most telling indication of value is the length of visit. Visitors are spending 45% more time at PBMA then they were at the beginning of the year.

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Enterprise or Business Unit Knowledge Architecture Populated with Relevant Content

+

“Gas, Water & Electricity of KM”

(the universal functional utilities of KM)

Simplified Ingredients for Successful KM Implementation ……

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http://pbma.hq.nasa.govEach cell contains video-nuggets, text, links

Formulation Implementation

Project Phase

Elements

PgmMgmt

ConceptDevel.

Acq.

1.1 2.1 3.1 4.1 5.1 6.1 7.1 8.1

1.2

1.3

1.4

1.5

2.2

2.3

2.4

3.2

3.3

3.4

4.2

4.3

4.4

4.5

5.2

5.3

5.4

5.5

6.2

6.3

6.4

6.5

7.2

7.3

8.2

8.3

8.4

HW SW Mfg Integ.Test

Ops

Policies(Rules & Req.)

Plans

Processes

Controls

Verification2.5 3.5

7.4

7.5 8.5

PBMA - Knowledge Architecture

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KM Functional “Utilities”The PBMA-KMS employs a core set of KM functionalities that have the potential to serve all users. These are "no-brainer" functional requirements (i.e., the gas, water, electricity and cable TV of knowledge management) applicable/available to every unique knowledge management system and architecture.

Advanced Search / Discovery (across public domains)

Secure Communities of Practice (Work Groups)

Secure Web MeetingsKnowledge Registry (expert finder)

Document Repository

Individual Business Units with Unique Knowledge Architectures Business Unit-Specific

Knowledge Architectures

Agency/Enterprise-wide KM Utilities

PBMA-KMS

Financial MgmtDeep Space Programs

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PBMA-KMS Design and Implementation Approaches

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2.0K-Next

2.1Technology

Infrastructure

2.2Content /

Functionality

2.3Culture /

Customers /Community

2.4Strategic

Management

1.0K- Ops

1.1Technology

Infrastructure

1.2Content /

Functionality

1.3Culture /

Customers /Community

Implementing & Operating the KMS

K- Build

Knowledge Requirements

Analysis

KMSFunctional

AnalysisKMS Design

Synthesis

Building the KMS

Processes

Organization

Technology

Leadership Enterprise Knowledge Requirements

KMS Architecture/Functionality

Increased Efficiency, Effectiveness, and Organizational Learning

Enterprise Perspective (goals, policies, constraints,

enablers)

Business Unit Knowledge Requirements

Planning the KMS

Systems Engineering Emphasis

Customer Feedback & Community Emphasis

Strategic Plng/Mgmt Emphasis

Taking The KMS To The Next Level

Enhanced Functionality & Emerging Technology

EmphasisK- Plan

KMS Plan/Build/Operate/Evolve Cycle

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KMS Vision & Leadership

Senior Management Sponsorship with Money

Policy Frame of Reference for Mission

Marketing / Roll-out / Follow-up

Organizational Interface Management

Demonstrating Return on Investment- results-based metrics are required to prime the pump

Institutional IT Support

Information Security

Export Control

Training

Chief Engineer

“Chartered Business Unit” within an organization

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KMS Architecture

Architecting Knowledge- Develop work-flow architectural construct- Provide process-based context- Focus on content

Architecting Technology- Use available IT infrastructure if you can - Build IT infrastructure if you have to - Use COTS functionality where available- Maintain open design - Build content with careful consideration of IT security - Keep access to all functions as open as possible - Employ risk-based security approach

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1. Enterprise Top Level Goals

2. Define K Req.

3. Construct K-Architecture

4. Identify IT Technical Capabilities and Requirements

5. Identify Other Organizational Stakeholders and Requirements

1. Translate requirement set (developed above) to KMS Functional Requirements

1. Rapid prototype development of startup functionality

2. Integration of COTS functional capabilities

3. Assemble startup content

- populate K-Architecture (links, documents, text, video, etc.)

4. Beta – testing

5. Initial Deployment

Requirements

Analysis

Functional Analysis

Design Synthesis

Technology View

Stakeholder Organizational Views

Business Unit / Mission View

Enterprise View

End User Value

Leadership / Vision

Necessary & Often Competing Perspectives

“Systems Engineering” the KMS

IT Security

Export Ctrl Legal

Training

Chief Eng

Business Unit / Mission View

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Implementation Lessons Learned

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Heuristics (Rules of Thumb)

Leadership

1. Get a K-vision …… a going-in Knowledge Architectural construct

2. Tie the K-vision (or the vision should reflect) the corporate “knitting” or core competency. Goal is to help people perform the core function in a more effective manner.

3. Sell the vision to a powerful business unit sponsor with his/her own budget.

4. Mind the knitting. (keep focused)

5. Demonstrate ROI (i.e. metrics / activity and results based both important)

6. Involve management with implementation actions

7. Recognize & use political toe-holds

Organization

1. Use an existing distributed organizational structure as an advocate network

2. Forge partnership with CIO/ IT, Security, and Export Control (external affairs) organizations. Build and operate the KMS on the basis of “compliance by design.” Build the KMS within their constraints. Incorporate security measures as it makes sense.

3. Partner with formal training organization.

4. Partner with formal systems engineering organization. Incorporate their needs and objectives - demonstrate synergy.

Implementation Lessons

Learned-1

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Heuristics (Rules of Thumb - continued)

Systems Engineering

1. Avoid endless requirements analysis / Let the Work Flow define the information needs

2. Sort-out basic KM functional requirements from nice-to-have specialized application needs

3. Put a fork in it and Move Out!

Knowledge Architecture

1. Use natural structure (taxonomies) of “rule-based” organizations along with work-flow to craft knowledge architecture

2. Provide a process-based context

3. Concentrate on content and content upgrades


Learned-2

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Technology

1. Use available organizational IT infrastructure.

2. Drive evolution of infrastructure to the extent possible.

3. Create infrastructure when necessary to move beyond organizational inertia.Note: Organizationally managed IT infrastructures change slowly. Focus is perceived "economies" and standardization. Need to satisfy must satisfy multiple, often unconnected, customer requirements slows everything down.

2. Use COTS hardware and software when it makes sense. COTS will almost always be way ahead of big organization technology

3. Remember that the WWW is the ultimate infrastructure

Culture / Customers / Communities

1. Establish Champions at each facility

2. Conduct a formal, well staffed, and funded Roll-out at facilities

3. Follow-up with hands-on training/workshops

4. Conduct Annual Workshop/Symposia brining together all Champions

5. Conduct Webinars (planned)

6. Develop Banners / Posters

7. Recognize and reward performance


Learned-3

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Content and Functionality

1. Content, content and content

2. Implement Basic Utilities of KM

3. Mind the knitting/Manage the Content (take care of the Business Unit)

Security

1. Prepare/Design for Highly Secure as well as Very Public (accessible) versions of the same functionality.

2. Design for ACI (Administratively Controlled Information)

3. Be mindful of new NIST requirements.


Learned-4

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Lessons Learned

Supporting the Columbia Accident Investigation Board

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Many lessons were learned related to KM in a crisis environment.

1. While NASA had contingency plans, policies, and procedures in place, one overarching lesson was that NASA also needs to have a web-based mishap investigation support system, in place and operational, specifically to support major mishaps.

2. Furthermore, in order to keep pace with changes in the way organizations operate, KM support systems should develop an organization-wide hardware and software requirements baseline, and it should be reviewed annually.

3. It is also essential to have a pre-selected and trained management team on standby to implement critical KM support activity in the event of a crisis. Necessary resources include:

• configuration management,

• IT security plan modifications,

• on-site user orientation/training,

• nonstop technical support during the early phase of the crisis

• data backup and archiving

• Work Group administration,

• financial and other resource management, as well as

• sustaining engineering and

• Operations plans

Columbia Support Lessons

Learned-1

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Functional Requirements Evolution

1. Action Tracking

2. Logistics

3. Security

4. Independence

5. Document Storage

6. Massive Document Storage

7. Full Text Search

8. Document Archival


Learned-2

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Other lessons learned include the following:

- Security Policy: Have in place clear and fully documented IT security policies across all organizational centers for the care and management of sensitive information.

- Architecture: Provide multiple web-servers in parallel to maximize system availability for critical web-based applications. Duplicate, to the extent possible, a commercial implementation configuration to ensure greatest possible system reliability.

- Implementation: Implement web-based application software on a separate server from the file server. This approach allows routine large-file backup activity to take place on the file server without slowing down the web server.

- Customization: Avoid or minimize significant modification or customization of the web-based application software. However, understand that some software customization may be required to tailor the tool to the particular situation. (Experience suggests that no system can meet all potential requirements that may evolve during a crisis).


Learned-3

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- Change Control: Anticipating the need to customize, the KM support team must have in place a baseline configuration management plan and process, a change process with clear roles and responsibilities for requirements management and change approval, and a dedicated beta-test server to conduct verification testing for hardware and software changes.

- Storage: Support storage, retrieval, and handling (opening and running) for a variety of large-file formats (e.g., by today’s standard, allow for 100–300-MB PowerPoint, files), including executable programs and hyperlinked .pdf files from within the web-based application.

- Massive File Transfer: If it is deemed necessary to perform frequent and extensive file uploads, downloads, and manipulation, then it is important co-locate the web servers with stand-alone archive/library servers because it is inefficient and time consuming to transfer massive files via the Internet.

- Testing: Conduct traditional multifunctional, end-to-end testing of all system components over the full range of operational scenarios, including different Internet routing and organizational firewall configurations.


Learned-4

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Backup Charts

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Selected PBMA Functionality

• Framework Mode– Knowledge Architecture– Video Nuggets (a verbal corporate/tacit knowledge archive)

• Standard Work Groups– Web-based collaborative environment (CE) tool for public domain information

• Enhanced Security Work Groups– Secure Web-based CE Tool for sensitive information

• Knowledge Registry– Web-based repository for SMA/engineering/technical expertise

• Secure Web Meeting– Secure, real-time “white-board” tool for sharing information and conducting

meetings remotely via the Internet (secure uplinks/downlinks and servers)

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Video “Nuggets”

Functional Tabs

(operational modes)

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Standard Security Work Groupsand Communities of Practice

• COTS Web-hosted Product– Industry Best Practice– Password protected / NPR 2810.1

compliant– No ITAR / EAR or other Sensitive

Data

• Document Sharing and Management, Calendars, Action Tracking, Announcements, Polls, Contacts, Links, Threaded Discussions, etc.

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• Developed in Partnership with GRC-CIO/IT Security

• One-factor strong authentication

• 128-bit SSL encryption

• Designed to Support Sensitive Information Management and Exchange

• ITAR / Export Controlled Information

• Source Evaluation Boards• Mishap Investigation

SensitiveOP

Provides means of establishing a secure, accessible site for team collaboration when Administratively

Controlled Information (ACI) is involved

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Enhanced Security Work Groupsand Communities of Practice

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Secure Web Meeting• Reduced travel • Schedule on your own, no dial-in numbers• Easy access; plug-and-play appliance with no recurring costs• Real time collaboration• Remote “white-board” collaboration in a secure environment• Protected Transient Events – 128-bit encryption• Implemented on a NASA Server behind NASA’s firewall• Operates with standard Web browsers• Does not require similar S/W on attendees PCs• Easy client setup: install or download it “on-the-fly” on first use• Host a "shared desktop" session over the Internet• Capable of holding 10 meetings with 50 people in each – simultaneously• Share any document, briefing, spreadsheet, etc. between multiple users• Pass control of the meeting among attendees• Make changes in real-time• Built-in meeting scheduling and user invitation

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PBMA Knowledge Registry

• Locate/Contact Experts• Identifies where Agency S&MA, Engineering, and Technology expertise

and knowledge resides

• Voluntary Registration• Linked to NASA Competency Management System

• Allows users to locate specific subject matter experts in a fast, convenient mechanism• Searchable by selected (e.g., “.mil”, “.nasa”, “.gov”) domains

• Can assist in Resource Management & Planning Activities• Currently supporting NASA / NAVSEA expert collaboration

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Knowledge Registry Modules

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Knowledge Registry Reports

• Query capability restricted to authorized users

• Query Log-in Password Protected

Search by Parameter:• Certifications/

Qualifications• APPL Training• Education• Program/Project

Experience

• Specialties• Analyses• Teamwork• Skills Assessments• General Comments

Multiple Boolean String Search

Capability

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Online Form for the NASA Knowledge Registry

SMA Knowledge

This Questionnaire:• Gathers general information• Gathers educational information• Gathers APPL information• Gathers SMA Certification• Gathers Program and Project information• Gathers Skills Sets information

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