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Successful KM Initiatives

Communities of Practice at Capital One. Technology. Culture. Process. Successful KM Initiatives. Ann Noles, Knowledge Champion, Capital One. Grass roots efforts will prove the concepts. Culture. Best Practices ?. Always begin with Communities of Practice You can’t measure KM

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Successful KM Initiatives

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  1. Communities of Practice at Capital One Technology Culture Process Successful KM Initiatives Ann Noles, Knowledge Champion, Capital One

  2. Grass roots efforts will prove the concepts

  3. Culture Best Practices ? • Always begin with Communities of Practice • You can’t measure KM • KM should not be led from IT

  4. 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

  5. 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

  6. 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

  7. Type of Community?

  8. Assessment-Project Managers Danger of solving the same problems over and over Little documentation to go on Difficult to assimilate new people into the group

  9. Rewards System • Number of projects they can move forward • Meet marketing’s timeline • Speed – time is a critical dimension

  10. Communities of Practice / Communities of Purpose. Project A Culture OPSProject Managers Sharing Project C Project B Sharing OPSProject Managers OPSProject Managers

  11. 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

  12. KM should not be led from IT Whoever has the passion should lead

  13. Culture 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

  14. Culture The Next Episode... • 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.

  15. 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

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