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AKnowledgeManagementModelanditsImplementationRaulGarciaI.T.KMEngineerPratt&WhitneyRocketdyne,Inc.March2nd,2006AKnowledgeManagementModelaPage1Agenda

KMModelBenefitsKnowledgeAssetsRolesAndResponsibilitiesProductLifeCycleCultureChangeKnowledgeManagementLifeCycle.KMEnablersMetricsMeasuringKMActivity.KmImplementationProcess

Agenda

KMModel2BenefitsKMModelReducesConfusionVocabularyProcessEnablersFrameworkMagnifiesInvestmentOfResourcesPeopleandTimeIdentifiableactivitiesReducesduplicationRepeatableProcessTeachableBenefitsKMModelReducesConfu3Opportunity!tacitknowledgeExplicitknowledgesolutionproblemproduct/serviceproductlifecyclefailurecustomerITtrainingengineeringoperationshumanresourcesScanningsearchcommunitiesofpracticeKMtoolsbudgettimepersonteamreportsvideoIntra/internetemaildatabasesTheFogofKMSecurityaccessOpportunity!tacitknowledgeEx4KnowledgeAssets(KA)=Peopleknowledge=Media-basedExplicitWrittendownTacitinPeople’sheadIndividualsPaper-basedMultimediaDigitally-IndexedDigitally-ActiveIntellectualProperty??(sm)PatentsGroupsKnowledgeAssets(KA)=People5Roles&ResponsibilitiesProgram/ProductFunction/ProcessIntegratedProductTeam(IPT)CustomerServices(IT,Facilities…)Suppliers/VendorsProductLifeCycleSeeker,Provider&AbsorberMarket|Proposal|Concept|Design/Analysis|Test|Production|Operations|Support|DeactivationRoles&ResponsibilitiesProgra6IntrinsicCultureChangeSeeker:seekingasolutionFindsolutionforcurrentneedRecognitionfromothersforsolvingproblemProvider:providingasolutionCreateaLegacySatisfactionforcontributingRecognitionfromothersAppreciationfromthecompanyAbsorber:absorbingknowledgewhilenotseekingasolutionLearningAcceptancetothedomainIncreasingmarketableskillset%Participation255075100AwareWishWantNeedBestpracticeRequiredMotivationWhatinitforMe(WIIFM)ExtrinsicSeeker:seekingasolutionSavetimefindingasolutionSaveMoneyfindingasolutionRequiredinprocessSharedsuccessProvider:providingasolutionContributingtocompanyvalueRequiredinprocessCustomerrequirementPartofperformanceimprovementplanSalaryplanAbsorber:absorbingknowledgewhilenotseekingasolutionPartofperformanceimprovementplanPeerPressureIntrinsicCultureChangeSeeker:7MapCaptureOrganizeTransferUtilize=Inventoryallknowledgeassets,peopleandmedia-based=Gatheringinfofrompeoplethatknowit&mediathatstoresit=Arrangingassetsinalogical,searchable

andusableformat=Passingontheknowledgebetweenpeopleorsystems=UsingorsharingtheknowledgetoyourbenefitKMLifeCycleMapCaptureOrganizeTransferUtil8MapOrganizeUtilizeMappingToolWhichEnablertouse?CaptureTransferSharingCapturingAccessingConvertingMapKnowledgeAssetsPrioritiesPlanMapOrganizeUtilizeMappingWhich9KM“Transactions”Thebridgebetweentheproblemyou’retryingtosolve

andtheselectionofwhichKMenablertouse.CONVERTING(organize&transfer)WebSitesArchivingScanningSystemsPeoplePeopleMentorshipSHARING(capture&transfer)KnowledgeShareFairRotationNoonSeminarsTrainingMedia-basedMedia-basedCAPTURING(capture&organize)AskMeSemanticsearchLibraryTacitKnowledgeCaptureComputer-basedtrainingACCESSING(transfer&utilize)AskMeSemanticsearchLibraryTacitKnowledgeCaptureComputer-basedtrainingKnowledgelocationKnowledgeRequiredKM“Transactions”Thebridgeb10MetricsOutcome,Output&SystemMetrics11ImplementationTeamlevelDomainContent&ContextProductLifeCycleKnowledgeAssetsRoles&ResponsibilityKMProcess&NeedWIIFMEnterpriselevelExecutivesupportKMTeam&PartnershipsInfrastructure(technology)Resources(people,$)ProcessWIIFMKMModelProvidesaFrameworkImplementationTeamlevelEnterp12ImplementationDefinecustomerneed&processTrainCustomeronSolutionImplementSolutionUtilizeKMSolutionStartMeasureImprovementIdentifyCorrectiveSolution(CS)Areexpectationsmet?YesNoStopIdadditionalKMneedsYesNoDeployCorrectiveSolutionMapKnowledgeAssetsLeverageKnowledgeAssetsImplementationDefinecustomer13Mapping&TransactionsMapOrganizeUtilizeMappingToolCaptureTransferMapKnowledgeAssetsPrioritiesPlanMapping&TransactionsMapOrgan14DeploySolutionTrainCustomeronsolutionTrainingplanforselectedenablersInvestintrainingImplementSolutionManagementsupportCulturesensitivePilot,ProofofconceptWIIFM(what’sinitforME)UtilizesolutionHaveexpectationsforuseofsolutionConsistentandPersistentpromotionAdaptasyougo

IntegratedintoBusinessEarlyadaptersCommunicatesuccessAnArtnotaScienceDeploySolutionTrainCustomer15MeasureImprovementMeasureImprovement16Areexpectationsmet?Expectationsbeingmet?UsemetricstomeasureprogressSystem,Output&Outcome

IdentifyCorrectiveSolutionAwarenessTrainingCulturalTime

DeployCorrectiveSolutionHaveexpectationsforuseofsolutionConsistentandPersistentpromotionAdaptasyougoBudgetMotivationalManagement“Myjob”MonitorNeedsRevaluateCustomerNeedsPromoteOtherSolutionsPublishSuccessesCelebrate,RecognizeandRewardAreexpectationsmet?Expectati17SummaryKMModelReducesConfusionVocabularyProcessEnablersMagnifiesInvestmentOfResourcesPeople&TimeIdentifiableactivitiesReducesduplicationRepeatableProcessTeachablePlanYourWork,WorkYourPlanTheBenefitsAreWorthTheInvestment!SummaryKMModelReducesConfus18AKnowledgeManagementModelanditsImplementationRaulGarciaI.T.KMEngineerPratt&WhitneyRocketdyne,Inc.March2nd,2006AKnowledgeManagementModelaPage19Agenda

KMModelBenefitsKnowledgeAssetsRolesAndResponsibilitiesProductLifeCycleCultureChangeKnowledgeManagementLifeCycle.KMEnablersMetricsMeasuringKMActivity.KmImplementationProcess

Agenda

KMModel20BenefitsKMModelReducesConfusionVocabularyProcessEnablersFrameworkMagnifiesInvestmentOfResourcesPeopleandTimeIdentifiableactivitiesReducesduplicationRepeatableProcessTeachableBenefitsKMModelReducesConfu21Opportunity!tacitknowledgeExplicitknowledgesolutionproblemproduct/serviceproductlifecyclefailurecustomerITtrainingengineeringoperationshumanresourcesScanningsearchcommunitiesofpracticeKMtoolsbudgettimepersonteamreportsvideoIntra/internetemaildatabasesTheFogofKMSecurityaccessOpportunity!tacitknowledgeEx22KnowledgeAssets(KA)=Peopleknowledge=Media-basedExplicitWrittendownTacitinPeople’sheadIndividualsPaper-basedMultimediaDigitally-IndexedDigitally-ActiveIntellectualProperty??(sm)PatentsGroupsKnowledgeAssets(KA)=People23Roles&ResponsibilitiesProgram/ProductFunction/ProcessIntegratedProductTeam(IPT)CustomerServices(IT,Facilities…)Suppliers/VendorsProductLifeCycleSeeker,Provider&AbsorberMarket|Proposal|Concept|Design/Analysis|Test|Production|Operations|Support|DeactivationRoles&ResponsibilitiesProgra24IntrinsicCultureChangeSeeker:seekingasolutionFindsolutionforcurrentneedRecognitionfromothersforsolvingproblemProvider:providingasolutionCreateaLegacySatisfactionforcontributingRecognitionfromothersAppreciationfromthecompanyAbsorber:absorbingknowledgewhilenotseekingasolutionLearningAcceptancetothedomainIncreasingmarketableskillset%Participation255075100AwareWishWantNeedBestpracticeRequiredMotivationWhatinitforMe(WIIFM)ExtrinsicSeeker:seekingasolutionSavetimefindingasolutionSaveMoneyfindingasolutionRequiredinprocessSharedsuccessProvider:providingasolutionContributingtocompanyvalueRequiredinprocessCustomerrequirementPartofperformanceimprovementplanSalaryplanAbsorber:absorbingknowledgewhilenotseekingasolutionPartofperformanceimprovementplanPeerPressureIntrinsicCultureChangeSeeker:25MapCaptureOrganizeTransferUtilize=Inventoryallknowledgeassets,peopleandmedia-based=Gatheringinfofrompeoplethatknowit&mediathatstoresit=Arrangingassetsinalogical,searchable

andusableformat=Passingontheknowledgebetweenpeopleorsystems=UsingorsharingtheknowledgetoyourbenefitKMLifeCycleMapCaptureOrganizeTransferUtil26MapOrganizeUtilizeMappingToolWhichEnablertouse?CaptureTransferSharingCapturingAccessingConvertingMapKnowledgeAssetsPrioritiesPlanMapOrganizeUtilizeMappingWhich27KM“Transactions”Thebridgebetweentheproblemyou’retryingtosolve

andtheselectionofwhichKMenablertouse.CONVERTING(organize&transfer)WebSitesArchivingScanningSystemsPeoplePeopleMentorshipSHARING(capture&transfer)KnowledgeShareFairRotationNoonSeminarsTrainingMedia-basedMedia-basedCAPTURING(capture&organize)AskMeSemanticsearchLibraryTacitKnowledgeCaptureComputer-basedtrainingACCESSING(transfer&utilize)AskMeSemanticsearchLibraryTacitKnowledgeCaptureComputer-basedtrainingKnowledgelocationKnowledgeRequiredKM“Transactions”Thebridgeb28MetricsOutcome,Output&SystemMetrics29ImplementationTeamlevelDomainContent&ContextProductLifeCycleKnowledgeAssetsRoles&ResponsibilityKMProcess&NeedWIIFMEnterpriselevelExecutivesupportKMTeam&PartnershipsInfrastructure(technology)Resources(people,$)ProcessWIIFMKMModelProvidesaFrameworkImplementationTeamlevelEnterp30ImplementationDefinecustomerneed&processTrainCustomeronSolutionImplementSolutionUtilizeKMSolutionStartMeasureImprovementIdentifyCorrectiveSolution(CS)Areexpectationsmet?YesNoStopIdadditionalKMneedsYesNoDeployCorrectiveSolutionMapKnowledgeAssetsLeverageKnowledgeAssetsImplementationDefinecustomer31Mapping&TransactionsMapOrganizeUtilizeMappingToolCaptureTransferMapKnowledgeAssetsPrioritiesPlanMapping&TransactionsMapOrgan32DeploySolutionTrainCustomeronsolutionTrainingplanforselectedenablersInvestin

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