A Strategic Approach to Knowledge Management: Linking KM with NASA Missions

1. A Strategic Approach to Knowledge Management: Linking KM with NASA Missions Julie Warren, Phillip Meade, & Melissa Sargent Organizational Development NASA-KSC NASA KM Conference March 2-3, 2006

2. Agenda Knowledge Management Implications Foundation for KM Strategy How KM could work at KSC Linking KM with the Mission Knowledge Management Intervention Project Plan Summary

3. Knowledge Management Knowledge management (KM) is getting the right information to the right people at the right time, and helping people create knowledge and share and act upon information in ways that will measurably improve the performance of NASA and its partners. (Agency Strategic Plan for Knowledge Management, 2002)

4. Why Manage Knowledge? Our workforce is comprised of knowledge workers ? knowledge management is critical to mission success Our workforce is aging ? must capture and distribute undocumented knowledge Our primary mission is transitioning from Shuttle to Exploration ? must transfer lessons learned and critical knowledge to new program KM also: Reduces costs Reduces the start up time for new ventures Prevents the “reinvention of the wheel”

5. Foundation for KM Strategy KSC employees are knowledge workers Performance & mission success are based on knowledge Limited resources available for KM Must determine what knowledge really matters Must provide value to the organization (linked to mission) Knowledge management includes how knowledge is gained, maintained and shared Must recognize difference between codifiable and noncodifiable knowledge Knowledge management must be strategic Must plan for future requirements IT solutions are not a silver bullet Only effective if they are used Most effective as a support mechanism, not as a primary solution In a recent KM survey most people learned new knowledge by : [Talking with a coworker, subordinate or supervisor96%Attend training classes80%Develop leadership capabilities69%] – these are also the methods they preferred to learn new knowledge through People are more willing to be mentors or join inter- departmental teams than use IT solutions Explicit- codified forms (documents, manuals, & databases) Capable of being clearly stated (Kakabadse et al, 2003) Tacit – resides in people’s skills, memories and intuitions Awareness of things that we may not be able to tell (Kakabadse et al, 2003) In a recent KM survey most people learned new knowledge by : [Talking with a coworker, subordinate or supervisor96%Attend training classes80%Develop leadership capabilities69%] – these are also the methods they preferred to learn new knowledge through People are more willing to be mentors or join inter- departmental teams than use IT solutions Explicit- codified forms (documents, manuals, & databases) Capable of being clearly stated (Kakabadse et al, 2003) Tacit – resides in people’s skills, memories and intuitions Awareness of things that we may not be able to tell (Kakabadse et al, 2003)

6. How do you transfer or learn new knowledge in your job?

7. Proposed Approach to KM at KSC Can recommend and improve KM activities when employees/supervisors meet to discuss succession planning etc Employees will also learn new knowledgeCan recommend and improve KM activities when employees/supervisors meet to discuss succession planning etc Employees will also learn new knowledge

8. How Mission Effects the KM Process Distribute and share also encompasses developing Developmental opportunities encompasses both codifiable and noncodifiableDistribute and share also encompasses developing Developmental opportunities encompasses both codifiable and noncodifiable

9. KM is the identification, creation, sharing and capture of knowledge.

10. Phase 1: Identify, Organize & Store Knowledge First must ensure that the bottom 2 layers of the pyramid are in place 1st step is to identify & gather knowledge requirements Determine key processes Categorization of processes/work Capability assessment Knowledge Capture Interviews as part of the exit interview process 2nd step is to organize and store knowledge Categorize knowledge Determine learning/development pathways based on categorization Formalize knowledge development process Link to organizational processes (Performance Management, Leadership Development & Succession Management)

11. Phase 2: Distribute & Share Knowledge Distribute and Share knowledge of success profiles with employees Focus on increasing knowledge sharing Mentoring COP’s Identify existing Foster new ones where required Analyze what conditions at KSC facilitate knowledge sharing Recognize cultural/belief/behavioral dependence Trust, reciprocity, reward, social interchange, manager attitude, geography, etc. Create systems model for knowledge sharing at KSC Implement systemic change (sociotechnical design)

12. Phase 3: Use & Renew Knowledge Make knowledge available for people to use HR will use in succession planning Identify knowledge capture required to support the creation and sharing of knowledge Use-driven Leverage existing IT, collection and storage mechanisms Identify what works today Incorporate success profiles Captured & Shared Continued renewal

13. Phase 1 Project Plan Include: Planning (benchmarking, etc.) Demand creation steps Process mapping Work categorization Create success profiles for key roles Identify & Gather Knowledge Requirements Organize and store knowledge Determine development pathways Integrate with center capability assessment Human Capital (knowledge base, depth in knowledge & numbers) Infrastructure Review process/forum Compare against current and future mission requirements Link to PM, LD and SM

14. Summary Situation: Moving from Shuttle to CEV Problem: 30% of the current workforce will be eligible to retire when this process occurs In 15 years 71% of the current workforce will be eligible to retire KSC workers are knowledge workers Sharing & capturing knowledge within KSC is critical to mission success The proposed plan can help alleviate the knowledge problem at KSC Knowledge Management can help successfully transition our workforce from Shuttle to CEV and beyond

15. Questions ??

16. Workforce Eligible for Retirement at KSC