Enamul Haque Senior process manager, Knowledge Management Nokia

Gems of KM success stories – Story Telling

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Why storytelling is needed? • In these budget-constrained, uncertain

economic times, KM practitioners need to be able to show the business value that knowledge sharing and reuse bring to their organizations.

• Most businesses use measures to develop metrics that show performance or effort.

• Measures outline the information or data a company or person wants to gather (for example, customer satisfaction, productivity of workers, or cost savings).

• Many organizations have turned to storytelling and circumstantial success stories to show the value of the investments made in KM

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Patterns in storytelling – old way

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Patterns in storytelling – better way

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Recap – KM: The ages of Man

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The knowledge age

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The late 20th century was a period of major social, economic and political changes. It was also a time in which there were big changes in knowledge – in how people see knowledge and how they use it. This period is now widely known as the beginning of the Knowledge Age – to distinguish it from the Industrial Age. The Knowledge Age is a new, advanced form of capitalism in which knowledge and ideas are the main source of economic growth (more important than land, labor, money, or other ‘tangible resources).

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Invent when needed…

But don’t reinvent the wheel!

A product was born to

compliment the knowledge age

Pioneers in KM – THE WORLD BANK

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World Bank’s KM is long story “Knowledge for Development (K4D)” – world’s first knowledge bank, initiative dates 1996. The bank’s ambitious goal – to be a source and conduit of essential knowledge for the developing world. They also create the “Framework for a Knowledge-based Economy”. Concept followed by many others. WB is certainly an inspirational example and a big initiative of KM concept. MORE INFO

Knowledge Management at NASA Knowledge management is getting the right information to the right people at the right time, and helping people create knowledge and share and act upon information in ways that will measurably improve the performance of an organization and its partners. Why is Knowledge Management critical to NASA?

• The Agency is constantly challenged to document and integrate its lessons to effectively manage the risk involved in space exploration and human space flight.

• By its nature, NASA's employees have specialized knowledge. • Our goal is to share knowledge with each other and with the public. • To ensure safe flight and respond to issues raised by the Columbia Accident

Investigation Board (CAIB). • The workforce in the Agency is aging, and it is essential that critical

knowledge be captured and retained for future reuse.

Pioneers in KM - NASA

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KM in NASA

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NASA KM roadmap

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Gems of KM success stories – 1/4

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Gems of KM success stories – 2/4

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Gems of KM success stories – 2/4

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Gems of KM success stories – 3/4

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Gems of KM success stories – 4/4

KM recognition by the UN

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In 2010, United Nations (UN) starts a public service award in Knowledge management.

In category 4 “Advancing in Knowledge Management in Government” – 1st award was given to Australia for knowledge network in National blood authority, 2nd place went to Japan for Innovation "SAGA" Project -Saga Prefectural Government. Oman receives this award for KM implementation Hospital Information System (Ministry of Health) and Bahrain for success of KM in National Enterprise Architecture Framework (e-Government Authority, Kingdom of Bahrain).

FBI's Approach to Knowledge Management

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G. (Gurvais) Clayton Grigg, a special agent with the FBI since 1997 and chief knowledge officer for almost six years, discusses the agency's approach to knowledge management. In a session at the 2012 KMWorld Conference, Grigg says KM is all about outcomes, which for the FBI involves: keeping people safe, preventing bad things from happening and finding out about those that did. KM is all about improving performance, according to Grigg. He asked audience members what they would do if they wanted to know something: query a database or ask someone who knows? The majority of people always respond that they would turn to someone they know, he says. Yet, organizations often look to buying technology instead of investing in helping people find the people who have the knowledge they need.

"It's great to

help people find

data, but it's

even better to

help people find

people who

know the data,"

Grigg says.

Finger prints analysis – Then and NOW

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Lots of manual work to find Criminal data

Smart search query to being needed data in seconds

Criminal records – then and now

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Criminal data manuscript Electronic data warehousing – the FBI knowledge Bank

Information gathering

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Mobile phones used to get data

Query being made in knowledgebase

• Around 80% of the companies mentioned in Fortune magazine have a staff assigned to KM activities.

• After the implantation of KM programs, Ford Motor Company saved U$ 914 million.

• About 95% of the CEO’s that were questioned in Davos during the World Economy Forum asserted that KM is a critical factor in an organization’s success.

• HP has 26,000 solutions in knowledgebase – 25,000 directly available to customers. 80% self-service success rate and positive customer feedback!

• With a knowledge management history that dates to 1994, IBM certainly qualifies as an early adopter.

• After the implementation of KM, Legato Support Services, IT Self-Help deflected 25% of calls from the support center. Customers who solve 90% of their issues with self-service will open far fewer support incidents.

More gluing facts on KM

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Incidents and problems are the most visible signs of service desk activity – KM

eliminates the escalation at the root

Service desk support & the knowledge stream

Today KM is the only recognized

methodology that makes this

complex dilemma relieved.

Product life-cycle and knowledge management A centralized repository of knowledge in product life-

cycle mgmt. helps to stop re-inventing the wheel

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Research resource acknowledgement NASA World Bank APQC KM World IBM HP