Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Fear Factor:Surviving KM Implementation,Jeff Oxenford,Knowledge Management Coordinator,Awwa Research Foundation,Suggested titles for this presentation,Extreme make-over:Office Edition,KM:The good,the bad,the ugly,If you aint scared,you aint right(Taj Mahal),Culture Wars:A decade long KM effort,Share the love:Implementing KM,Implement THIS!,Awwa Research Foundation,Mission:Advancing the Science of Water,Centralized program for drinking water utilities,1000 subscribers(worldwide),Staff 45,Research budget-$25M(2004),Contract out the research,350 ongoing projects worldwide,KM research projects,Application of Knowledge Management to Utilities,KM for water quality management,Published in 2003,A Knowledge Management Approach to Drinking Water Utility Business,Review of industry practices,Beginning of a community of practice,To be completed in 2005,Strategies To Help Drinking Water Utilities Ensure Effective Retention Of Knowledge,Proposed for 2005 funding,KM at AwwaRF,Drivers,Improving customer satisfaction,Customer survey results,Practical results that can be used,Timely information,User friendly formats,Our definition of knowledge,“,Knowledge is information that can be used”,AwwaRF definition of knowledge management,“,Managing the flow of information among customers,staff,researchers,volunteers,and other stakeholders-Focusing first on external customers”,Quotes,“,Were a research organization,knowledge is our business.”,“Weve built the science,now we have to make sure our customers can use it.”,Pastchallengesto KM,Conservative industry,“Researchcomesfirst”culture,Research management,thestaff,Senior management engineers,Administrationcostsat less than 15%,IT and technology transfer areadmin.,Expertiseoutside our staff,Researchers andvolunteers,Knowledgetransfer bottleneck,800 projects,-350+ongoing,1000+volunteers andresearchers,Customers,Research,(knowledge),1000utilities,Strategicapproach to KM,Organization goals,KM implementation plan,Information model,Specific activities,Capture“written down”informationmaking existingresults available faster,Improve“user friendly”communication tools,Targeted e-mails,featured topics,redesignedwebsite,staff experts,Establishcross-unitteams toshareinformation,Implementa contentmanagementsystem(CMS),Wherewe are today?,“,Our numberonegoalin upcoming years isprovidingyouwithpracticalknowledge.”,June2004,Board chair at 2004 annual subscribersbreakfast,Critical Success Factor#1-“Creating,managing and transferringknowledge,”,”,AwwaRFs 2004 Strategic Plan,Workshop on“Knowledge Management for Water Research Organizations”Co-chair,April2004-GlobalWaterResearchCoalition,Wherewe are going?,Linking research community with endusers,Researchers(“Stateof the science”,practical results,whos theexpert),Users(Whats needed,practical experience),Customer relationship management,Who knowswhat,whoneedswhat,The journey,KM evolvedfromthegoal,“,“to exceedcustomerexpectations”,Stage1:Product Focus,Research ApplicationProgram(1994),“,Bridging the gap betweenresearch and implementation”,RESEARCH,UTILITY APPLICATION,RESEARCH APPLICATIONS,Standards,Sealof Approval,Products,User-FriendlyInformation,“,Being First”,Regulations,Gettingstarted:,“Research toconvince researchers”,Subscriber survey,Survey of otherresearchorganizations(i.e.benchmarking with peers),Barriersassessment,Innovation science,Startedsmall onmany fronts,“KMintoa researchcontext”,Conducted demonstrationprojects,Revisedresearchplanning,Documented benefitsof research,Providedstaff education,innovation,barrierstoimplementation,Introduced“userfriendly”information,summarydocuments,workshops,etc.,Stage 2,Customer Focus,Senior Account ManagerProgram(1998),Improvepersonalrelationship with largecustomers,Understand customerneeds,Getthemmore involved in our program,Stage 3,Transfer Focus,EmphasisonTechnology Transfer(2000),Consultant review oftechnologytransferprogram(2001),Technology transferbusinessplan(2002),Ad-hoc Boardcommittee for technology transfer,Increased web presence,e-newsletters,Incorporation ofknowledge management,Stage 4:Pullingittogether,Knowledge ManagementInitiative(2003),Knowledge creation team(2001),KM program plan(2003),KM coordinator position(2004),3,rd,party program review,?Restructuringtheorganization,LessonsLearned,Lesson#1 Changingculturetakes time,alotof it,Education atevery opportunity,Formal presentations,Informaldiscussions,Ownership oftheprocess,Involvementin programdevelopment(both top-downandbottom-up),Having achampion keepsideas alive,Lesson#1(continued),Tieto mission value to the organization,Organizationbuilding ratherthan program building,“When your message becomes someone elses message,youve won”,Lesson#2 Voice from the outside addscredibility,Theconsultant factor,Subscriber surveys/focus groups,Benchmarking,Bestpractices,Lessons#3 Never enough champions,Internal,Staff KMposition,Management,Teamleader