Successful KM Initiatives

Communities of Practice at Capital One

Ann Noles, Knowledge Champion, Capital One

Grass roots efforts will prove the concepts

Best Practices ?

Always begin with Communities of Practice

You can’t measure KM KM should not be led from

IT

Communities of Practice People who perform the same types of

activities Located in disparate locations Have shared common interest in their

work topic No start and conclusion to their

interactions

Communities of Purpose Together for purpose of completing

a task/project Will disband when the task/project is

complete Perform dissimilar activities Only common interest is the

task/project

Operational Project Managers

40 project managers who support call centre operations

Tasked with helping to make analyst’s ideas into workable solutions

Rewarded for results and speed

Type of Community?

C of Practice C of Purpose

Type of work Similar Dissimilar Time frame Continuous Beginning/End Interest Subject Project Reason came together

Interest in the topic

Project

Assessment-Project ManagersDanger of

solving the same

problems over and over

Little documentation to

go on

Difficult to assimilate new people into the

group

Rewards System Number of projects they can move

forward Meet marketing’s timeline Speed – time is a critical dimension

Communities of Practice / Communities of Purpose.

Pro

ject

COPS

Project Managers

Pro

ject

B

OPSProject Managers

Pro

ject

A

OPSProject Managers

Advantages to Approach New rewards consistent with culture Begin building a repository Learn collaborative practices Has support of management Proof of concept of project collaboration

tools

KM should not be led from IT

Whoever has the passion should lead

Lesson’s Learned Grass roots works Stay aligned with the business goals Champions should self select Sponsors need to stay engaged Time is our biggest hurdle Build buy-in for your pilots across all levels Build partnerships across the organisation

There are no cookbook solutions. Evaluate everything you hear against your own culture

Pilots, pilots, pilots! Communities of practice/purpose Call Centre Knowledge Base External sales

Expertise locator-our killer application Capture our strategic learning Internal KM conference: publicise the pilots Implement the strategy We still don’t have a home.

The Next Episode...

Recommended Reading

Working Knowledge-Prusak and Davenport

Common Knowledge-Nancy Dixon

Dance of Change-Peter Senge

If Only We Knew What We Know-O’Dell and Grayson