Knowledge Management

1. Knowledge Management Accessing International Transportation Resources Worldwide July 2001, St. Petersburg, FL Practical Ideas and Approaches Maryanne Ward, PACCAR Technical Center maryanne.ward@paccar.com 12479 Farm to Market Road Mount Vernon, WA 98273 360-757-5402

2. The Context

3. Selected Projects • Standards Harmonization • Graphic Symbols • Engine Emissions • Incident Reporting

4. Consider in context of... • Management • Organizational/cultural aspects • Technologies • Employee acceptance/involvement

6. Corporate Standards Expertise Group Charter ...to focus on concepts, approaches, and methods to create, capture, maintain, control, distribute, and translate knowledge and data into global standards...

7. Standards Harmonization Expertise Group

8. Standards HarmonizationKey Issues/Challenges Management • Directive from top, few specifics • Initially one mid-level “manager-champion” • Investment level varied widely among units • Use of experts’ time an issue • Existing structures varied widely • Pro-active vs re-active (czar vs support) • Budget

9. Standards HarmonizationKey Issues/Challenges • Organizational/Cultural • Widely differing philosophies • Authority • Governance • “Committee” vs “representatives” • Varying technical competence • Who are “key experts” • Verbal/written communication skills • Tradition of division independence • Nits

10. Standards HarmonizationKey Issues/Challenges • Technical • Content expertise • Communications/collaboration • Expensive software tools unnecessary • Database/publishing/docmgt/web skills already in place • ISO standards guidelines • Library licenses external standards, provides crucial research

11. Standards HarmonizationKey Issues/Challenges • Employee Acceptance • Involved “right” people from start • Established open process • Slow but thorough • Service orientation • CSEG members worked with own unit • Collaborate rather than dictate

12. Standards HarmonizationKey Issues/Challenges • Results to date • Per mgt, satisfactory number of standards • Sturdy platform for future • Best knowledge globally applied • Standards called out on drawings, PO’s • Standards Engineer role improved • Help sought by Manufacturing/CAD/CAM • Slow but steady; institutionalized • Viewed as “umbrella” for enabling

13. Graphic Symbols

14. Graphic Symbols Low human, high tech

15. Graphic SymbolsKey Issues/Challenges • Management • No actual directive - bottom up • Weak interest but no opposition • OK as “spare time” project • Standards Group crucial to “make happen”

16. Graphic SymbolsKey Issues/Challenges • Organizational/Cultural • Grew out of annoyance, “bottom up” • Very low priority--took about two years • Weak planning • “Right” people not involved at start • Governance • “European” knowledge crucial, but weak involvement initially

17. Graphical SymbolsKey Issues/Challenges • Technical • Poor mix of skills initially • Varying formats, different CAD systems • Multiple symbols for similar application • Large unmanageable Word file • Database created late in process • Crucial ISO standard revised midway • Technical Library support crucial

18. Graphical SymbolsKey Issues/Challenges • Employee Acceptance • Positive so far - saves hassle, time • Crucial buy-in from key UK ergonomist • Governing document approved • Attention procured! Now want changes • Full implementation will be slow • Transition will need to be managed

19. Emissions Low tech, high human accessory vendors Engine suppliers O.E.M. suppliers

20. Emissions

21. EmissionsKey Issues/Challenges Management Highly directive, specific, and ongoing Organizational Complex: Multiple players, “insiders/outsiders” Technical Web skills, esp. homepage as a “portal” Secure permissions from IT group Employee Acceptance High efficiency, lowers annoyance, promotes openness

22. Incident Reporting High tech, High human

23. Incident ReportingKey Issues/Challenges • Management • Directive from client • Had to react, but how? • Formed team • Gave directives at crucial moments • Provided budget

24. Incident ReportingKey Issues/Challenges • Organizational/Cultural • Low consensus • “Best way is my way” • No cohesive existing group • Low team skills • Low cross-group leadership skills • Little experience with workflow cross-group approaches

25. Incident ReportingKey Issues/Challenges • Technical • Good basic software • Not just software! Cameras... • Low experience with databases • End users dispersed geographically - had to be trained

26. Incident ReportingKey Issues/Challenges • Employee Acceptance • Low at our end; high at client end • After two years, OK all around • Method now used for similar applications

27. Keys to Success • No strong management opposition • Base on cost/benefit, real need • Right players, right skills, right timing • Approach depends on nature of info + end-use • Foster “open” culture • Team & enabling skills crucial • Anticipate • Communicate • Use librarians’ info mgt skills

28. “Knowledge Management is the discipline concerned with how an organization's intellectual assets are exploited for greater productivity and increased competitiveness”From: Kent State University course description

29. Knowledge Management Accessing International Transportation Resources Worldwide July 2001, St. Petersburg, FL Practical Ideas and Approaches Maryanne Ward, PACCAR Technical Center maryanne.ward@paccar.com 12479 Farm to Market Road Mount Vernon, WA 98273 360-757-5402