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  • Knowledge Retention Strategies and Solutions

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  • Knowledge Retention Strategies and Solutions

    Jay Liebowitz

    A N A U E R B A C H B O O K

    CRC Press is an imprint of the Taylor & Francis Group, an business

    Boca Raton London New York

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  • Auerbach Publications Taylor & Francis Group 6000 Broken Sound Parkway NW, Suite 300 Boca Raton, FL 33487‑2742

    © 2009 by Taylor & Francis Group, LLC Auerbach is an imprint of Taylor & Francis Group, an Informa business

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    International Standard Book Number‑13: 978‑1‑4200‑6465‑0 (Hardcover)

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    Library of Congress Cataloging‑in‑Publication Data

    Liebowitz, Jay, 1957‑ Knowledge retention : strategies and solutions / Jay Liebowitz.

    p. cm. Includes bibliographical references and index. ISBN 978‑1‑4200‑6465‑0 (hbk. : alk. paper) 1. Knowledge management. 2. Human capital‑‑Management. I. Title.

    HD30.2.L526 2008 658.4’038‑‑dc22 2008014240

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  • Dedication

    To my Janet, Jason, Kenny, and Mom.

    To the wonderful case study contributors of leading organizations involved in knowledge retention.

    To all my students and colleagues over the years.

    To the Auerbach Publishing family.

    And to those generations preceding us and those succeeding us.

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  • AU6465.indb 6 7/10/08 12:13:53 PM

  • vii

    Contents

    Preface.............................................................................................................xi Acknowledgments........................................................................................ xiii Author............................................................................................................xv

    Chapter 1

    Setting the Stage..........................................................................................1 1.1 Possible Barriers to Knowledge Retention ...........................................4 1.2 Building the Corporate Memory of the Firm ......................................6 1.3 Summary ............................................................................................6

    Chapter 2

    Determining Critical “At-Risk” Knowledge..........................................7

    Chapter 3

    Easy-to-Accomplish Knowledge Retention Techniques..................15 3.1 Interviews .........................................................................................15 3.2 Mentoring .........................................................................................17

    3.2.1 The Mentoring Program at Johns Hopkins University (JHU) ..................................................................19

    3.3 Oral Histories, Storytelling ...............................................................19 3.4 Cheat Sheets .....................................................................................21 3.5 Exit Interviews ..................................................................................21 3.6 The Bible...........................................................................................22 3.7 After-Action Reviews ........................................................................23 3.8 Online Communities, Wikis, Blogs, Social Networking Sites ..........24 Reference ...................................................................................................24

    Chapter 4

    Developing a Knowledge Retention Framework..............................25 4.1 The Pillars of Knowledge Retention ..................................................26

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  • viii  n  Contents

    4.1.1 Recognition and Reward Structure .......................................26 4.1.2 Bidirectional Knowledge Flow ..............................................27 4.1.3 Personalization and Codification ...........................................28 4.1.4 The Golden Gem ...................................................................28

    4.2 Examples: Getting Started in Knowledge Retention .........................29 References ................................................................................................. 40

    Chapter 5

    Knowledge Retention: Learning from Others...................................41 5.1 A Short Case Study: The Knowledge Retention Program for the

    Office of the Deputy Inspector General for Auditing (ODIG-AUD) .....41 5.1.1 People ....................................................................................41 5.1.2 Process ................................................................................. 42 5.1.3 Technology ............................................................................43 5.1.4 Summary ..............................................................................43

    5.2 Best Practices of the Private Sector and Universities for Using Retirees as a Form of Knowledge Retention and Transfer ................ 44

    5.3 Other Lessons Learned in Knowledge Retention ............................. 46 5.4 Learning from Others about Lessons Learned Systems and

    Processes ...........................................................................................48 5.4.1 What Works and What Does Not .........................................48