Post on 20-Dec-2015
transcript
Where Communities of Practice and purpose Intersect: A model for Addressing the cultural divide
Ann NolesKnowledge Champion
www.capitalone.com
Culture: it’s so important How we started: grassroots and
growing Best Practices: but are they for
you Lesson’s Learned at Capital
One. Suggested Reading
Today’s Agenda Topics
Best Practices ? Always begin with
Communities of Practice
You can’t measure KM
KM should not be led from IT
Communities of Practice People who perform the same types
of activities Located in disparate locations Have shared common interest in
their work topic No start and conclusion to their
interactions
Communities of Purpose Together for purpose of completing
a task/project Will disband when the task/project is
complete Perform dissimilar activities Only common interest is the
task/project
Operational Project Managers
40 project managers who support call center operations
Tasked with helping to make analyst’s ideas into workable solutions
Rewarded for results and speed
type of community?
Practice Purpose
Type of work Similar DissimilarTime frame Continuous Beginning/EndInterest Subject ProjectReason cametogether
Interest in thetopic
Project
Assessment-Project Managers
Solving the same
problems over and
over
Little Documentatio
n
Difficult to assimilate new people into the
group
Communities of Practice / Communities of Purpose.Diagram
Pro
ject
COPS
Project Managers
Pro
ject
B
OPSProject Managers
Pro
ject
A
OPSProject Managers
Advantages to approach New rewards consistent with culture Begin building a repository Learn collaborative practices Has support of management Proof of concept of project
collaboration tools
KM should not be led from IT
HR Metrics IT Financial Educational
Whoever has the passion should lead
You can’t measure KM
About 70 analysts Geographically dispersed Doing the same types of work
supporting different lines of the business.
Objective Elicit the level of sharing that is
occurring within the community Results evaluated relative to
•Length of time with the company•Manager vs non-manager behavior•Business group supported•Location
How often have you received questions from other teams?
0
10
20
30
40
50
60
0-3 mos 4-6 mos 7-12 mos > 12 mos
Lesson’s Learned Grass roots works Stay aligned with the business goals Champions should self select Sponsors need to stay engaged Time is our biggest hurdle Build buy in for your pilots across all levels Build partnerships across the organization
There are no cookbook solutions. Evaluate everything you hear against your own culture
Pilots, pilots, pilots! Communities of
practice/purpose Call Center Knowledge Base External sales Strategic Transfer
Expertise Location-our killer app
Capture our strategic learnings Internal KM Conference:
publicize the pilots Implement the strategy We still don’t have a home
The Next Episode...
Recommended Reading
Working Knowledge-Prusak and Davenport
Common Knowledge-Nancy Dixon
Dance of Change-Peter Senge
If Only We Knew What We Know-O’Dell and Grayson