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©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 11
Trevor LuiTrevor LuiSenior Consultant
Knowledge ManagementHKPC
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 22
Typical KM ProblemsTypical KM Problems
Repeating Mistakes
Reinventing the Wheels
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 33
Other ProblemsOther Problems
• Difficult to locate the right information Difficult to locate the right information at the right timeat the right time
• Information and knowledge are not shInformation and knowledge are not shared across the project teamsared across the project teams
• Loss of valuable knowledge due to Loss of valuable knowledge due to staff turnoverstaff turnover
• Loss of competitiveness ( i.e. Loss of competitiveness ( i.e. responsiveness, productivity)responsiveness, productivity)……
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 44
As A Result …As A Result …
Long Cycle TimeLong Cycle Time Increase CostIncrease Cost
Customer Customer ComplaintsComplaints
Rework
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 55
Root cause of the problemRoot cause of the problem
It is It is NOTNOT because because insufficient of insufficient of resources …resources …
Land
Labor
Capital
It is because …
We We
Do Not Do Not Know Know
What What
We Knew!!!We Knew!!!
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 66
KM Awareness (People/Culture) KM Awareness (People/Culture) 公司全体人员 公司全体人员 - - 知识管理认识知识管理认识现况 现况 (( 人人 // 文文
化化 ))
7.60
7.41
7.38
7.15
7.13
5.32
5.04
4.61
4.23
4.07
1 2 3 4 5 6 7 8 9
Avg Score
在工作中获得的知识是公司的财富
如果知识管理能帮助我更快速有效地工作,我愿意参与
我是知识管理的最终受益者
即使知识管理不是强制性的亦不会与我的工作表现评核挂钩,我也会参加
我是决定把什么资讯放在公司网站上的最佳人选之一
知识雖来自个人,但可与别人分享
知识管理会是一项流行且长久的管理學
我认为我们必须分享知识以达到互相学习的目的
我觉得我们的同事是渴望学习和愿意为公司的成功作出贡献
我在知识管理中也是一主角
Still at Base
K - Awareness
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 77
Mgmt & Key Staff - KM Awareness (People/CulturMgmt & Key Staff - KM Awareness (People/Culture)e)
高层管理高层管理和主要员工 和主要员工 - - 知识管理认识知识管理认识现况 现况 (( 人人 // 文文化化 ))
8.13
8.09
8.04
7.98
7.95
5.94
5.52
4.81
4.37
4.25
1 2 3 4 5 6 7 8 9
Avg Score
在工作中获得的知识是公司的财富
我是知识管理的最终受益者
即使知识管理不是强制性的亦不会与我的工作表现评核挂钩,我也会参加
我是决定把什么资讯放在公司网站上的最佳人选之一
在工作中获得的知识是公司的财富
我认为他人的知识对我有用
我们的公司文化鼓励分享知识
知识管理是一项持續工序,沒有开始或结束
知识雖来自个人,但可与别人分享
如果知识管理能帮助我更快速有效地工作,我愿意参与
Still at BaseK - Awareness
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 88
Knowledge Sharing Knowledge Sharing CultureCulture
Why do I have to share
What’s the benefit
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 99
Generic “Learn Before” & Generic “Learn Before” & “Learn After” Process“Learn After” Process
Task 1 Task 2Approved?Yes
No
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 1010
Process & Document Process & Document MapMap
1.1.1a
Proposeformal rental
offer
Accept?
Yes
No
Raisecontract
Confirmacceptance of
proposal
ConfirmBooking
Anymaterial
amendment?
CFO checks anypossible materialamendment to the
License Terms
Yes
Applicable?
Prepare aproposal of the
eventNo
Yes
Discuss &advice forchanges
No
Proposebooking
details forapproval
Approve?
Negotiate costdetails &
package ofservices
Yes
Issue Invoice
Sign contract& pay invoice
EventPlanningBusinessProcess
PrepareEvent
Checklist
No
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 1111
Develop KM Develop KM ProcessProcess
Learn Before
Learn After
Task 1Task 1
• Avoid reinventing the wheels
• Avoid repeating the past mistakes
KM Process
OK?
Task 2Task 2
Learn Before
Yes
No
Knowledge Capturing and Sharing
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 1212
Knowledge Sharing Knowledge Sharing ToolsTools
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 1313
Pre-meeting survey :The Future of Corporate eLearning by Eilif TrondsenRichard Clark April 25, 2003
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 1414
• Create competition among learnersCreate competition among learners• TabooTaboo• ConsequenceConsequence• Tricks / Short CutTricks / Short Cut• Multi-sensory experienceMulti-sensory experience• Fun to learn and fun to look at those who are learningFun to learn and fun to look at those who are learning• Instant FeedbackInstant Feedback• Success-to-failure ratioSuccess-to-failure ratio• Sense of controlSense of control• PressurePressure• SurpriseSurprise• Incremental ChallengesIncremental Challenges• Story-line and cut scenesStory-line and cut scenes• PersonalizationPersonalization• AI / Realism / Decision TreeAI / Realism / Decision Tree• Minimize frustrationMinimize frustration• Reversal ThinkingReversal Thinking• Facilitated Trial and errorFacilitated Trial and error• Replay ValueReplay Value
© Copyright 2004 LMI Academy Limited 14
©© Copyright 2005 Hong Kong Productivity Council Copyright 2005 Hong Kong Productivity Council 2121
BenefitsFor the Organization...For the Organization...• Yield high learning-return-on-time-and-money-invested (LROTI) Yield high learning-return-on-time-and-money-invested (LROTI) • Can be produced for a fraction of the costs of traditional eLearning pCan be produced for a fraction of the costs of traditional eLearning p
rograms rograms • Can be developed in weeks instead of months Can be developed in weeks instead of months • Are quickly scalable and upgradeable to reflect changes in content oAre quickly scalable and upgradeable to reflect changes in content o
r appearance r appearance
For Managers…For Managers…• allow managers and others responsible for "managing learning" to: allow managers and others responsible for "managing learning" to:
– Track, compare, and analyze Track, compare, and analyze student’s knowledge student’s knowledge from learning activitiefrom learning activities s
– Record and analyze outcomes and Record and analyze outcomes and post-game resultpost-game result – Update content Update content with Excel or Accesswith Excel or Access
For Learners…For Learners…• Readily understand and retain complex principles, procedures, and oReadily understand and retain complex principles, procedures, and o
ther critical information ther critical information • Quickly become qualified to apply what they have learned to solve crQuickly become qualified to apply what they have learned to solve cr
itical problems, make decisions, and realize important benefits itical problems, make decisions, and realize important benefits • Learning is FunLearning is Fun
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ConclusionConclusion
• Look into daily processes and Look into daily processes and develop tools to staff solving the develop tools to staff solving the daily issuesdaily issues
• Develop more easy and rich Develop more easy and rich context for knowledge sharing context for knowledge sharing
• Provide incentive in learning and Provide incentive in learning and knowledge sharingknowledge sharing