The Lost KM Measures: Cracking the Code · 2019. 9. 1. · The Lost KM Measures: Cracking the Code...

The Lost KM Measures:Cracking the Code

Cindy Hubert, APQC

Chris Gardner, APQC

2©2010 APQC. ALL RIGHTS RESERVED. 2

Poll: What is the average adult attention span?

A. One Hour

B. Twenty Minutes

C. Two Hours

D. Five Minutes


What Makes Measurement Interesting?

Need to add a knowledge

Sharing example here

http://www.calorieking.com/


Why and how to measure the impact (and value) of knowledge management are questions that never go away.


Theme For Today

Value is created when knowledge flows


InputKey

Business

Process

Output Outcome

Finding the Value Path for KM

KM Investment(Input)

KM Activity(efficiency,

effectiveness)

KM Use/Reuse

Source: APQC’s Input – Outcome Measurement Methodology

The Context for Measuring KM


Poll: Where is your primary focus on measurement for KM?

Above the “business flow”

In the “business flow”


Poll: What is the most important thing you want your measures to tell you? (select 1)

Quantify the value of investments made to connect people to people

Demonstrate the impact participation has on outcomes

Help people learn about their business processes and improve

Where to invest more or less


Poll: What Makes It Hard For You To Measure KM?

Lack of standard KM measures

Dispersed and decentralized tools

Ad hoc or localized measurement practices

Attribution

Measures don’t “tell a story”


Myths or Truths

What measures show ROI and

improved capability?

How can I show KM is impacting

business and learning?

Data Problem?


Poll: How does your organization use the information from your KM measures?

As a change management tool to drive knowledge sharing behaviors

As a communication tool

As a diagnostic to identify areas for business improvement and set priorities.

To tie participation and learning to business outcomes

As input to a business case for on-going KM budget and resources

To demonstrate return on investment

Work on question – see notes

Thinking Problem?


Keep it simple – no bells and whistles.

Promote the value of using measures for getting desired information

Engage the stakeholders in the “value proposition” discussion

Recommendations

Videos

http://www.youtube.com/watch?v=45mMioJ5szc

http://www.youtube.com/watch#!v=woOu_4l3lio&feature=related

http://www.youtube.com/watch?v=XAJLj7iBdGA

Need to decide which

Video to use…embedding KM

Showing airplane?

http://www.youtube.com/watch?v=45mMioJ5szc

http://www.youtube.com/watch

http://www.youtube.com/watch?v=XAJLj7iBdGA

Extras & Examples

Chris, do we want to show any of these? Maybe the MAW?


Example of Alignment

Improve Carrier Availability

Cost, Quality, Schedule

Outcomes

Quality

Cost

Schedule

Self-Assessment

SFWP Development

Schedule Development /

Management

CAST

Outputs KSN Activities

CBT Training

Completed

“Must Do’s”

Completed

Touch Points

Completed

Proven

Practice

Replication

SFRM Training

SFWP Material Procurement

Business Processes

SFR Measurement Alignment Worksheet

P

a

r

t

i

c

i

p

a

t

i

o

n


5 KEY STEPS TO PRIORITIZE AND ALIGN MEASURES

US Navy Carrier Team One

Objectives

(Business Outcomes)

KSN Initiatives,

KM Activities, & Measures

(KM Performance Indicators)

Business Process Outputs

(Critical Success Factors)

Core Business Processes

Business Process Measures

(Leading Indicators)


KSN MEASUREMENT FOCUS & SCOPE

KSN Performance

Strategic

Performance

Operational Performance

Organizational OutcomesReduced Cost

Improve QualityImprove Cycle Time

KM MetricsKnowledge Sharing

and LearningActivities

Business ProcessesOutputs

Critical Success Factors

Improve Carrier Availability

Process Masters

Line Leaders, MPMs

&Project Teams

ExecutiveSteering

Committee

e

Key

Stakeholders

Performance

Indicators


Metric Narrative

NASA’s Advance Air Transportation Technologies Project (AATT)

l Metric Requirements: Help prioritize projects; integrate project view; show project

contributions to goals

l Message: AATT program has a coherent set of projects that support goals

l Narrative Framework: Hierarchical framework (shows how activities relate to goals)

Aircraft operator costs

Top

Level

Terminal

Airspace

Project

Goals: Capacity Efficiency Predictability Flexibility Environment

Flights

flown

. . .

Total aircraft

travel time

. . .

% of flights > 15 minutes

from scheduled arrival

time

. . .

% of user

requests

honored

Emissions

Noise

. . .

Arrivals – (at defined set of airports)

Average number of airport arrivals per hour

during peak periods

. . .

Departures – (at defined set of airports)

Average number of airport departures

per hour during peak periods

. . .

Average number of arrivals per hour, per runway, during peak periods

. . .

James L. Poage, Ph.D.

Operations Assessment Division, DTS-43

Volpe National Transportation Systems Center

The Lost KM Measures: Cracking the Code · 2019. 9. 1. · The Lost KM Measures: Cracking the Code...

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