Showing The Value Of KM
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This document discusses how to quantify the value of knowledge management (KM) programs through metrics and storytelling. It recommends collecting volume metrics like documents added but notes that these alone do not demonstrate value. More important are value drivers like revenue, costs, productivity and risk reduction. The document suggests identifying linkages between KM activities and these drivers through interviews and surveys then quantifying the impact on outputs. It also stresses understanding your audience and balancing logical arguments with narrative and establishing your credibility.
Showing The Value Of KM
- 1. Showing the Value of KM Matt Moore http://engineerswithoutfears.blogspot.com/
- 2. Why? Money Respect Survival
- 3. Return on… What? “ Can you give me a spreadsheet that will do this for me?”
- 4. Return on… What? “ Can you give me a spreadsheet that will do this for me?” No
- 5. Quantitative Rhetoric Ethos – Credibility in the eyes of your audience. Pathos – The uses of narrative & anecdote. Logos – The uses of inductive & deductive reason. http://www.kidspast.com/images/aristotle.jpg
- 6. Know Your Audience You must understand your audience: CEO? CFO / Accountant? CIO / IT Manager? Business Line Manager? Worker? What matters to them? Therefore: What numbers matter to them?
- 7. Know Yourself What activities is your KM programme engaged in? Document Management Communities of Practice Lessons Learned / AARs Knowledge Retention Collaboration Innovation
- 8. Volume Measures You should have lots of these: Documents added Documents downloaded Community sessions Community members Etc. They make nice graphs.
- 9. Volume Measures You should have lots of these: Documents added Documents downloaded Community sessions Community members Etc. They make nice graphs. NO ONE CARES
- 10. Value Drivers Revenue Costs Process Efficiency Sales Effectiveness Staff Productivity Quality Risk Management Staff Engagement Travel New Product Development CoPs AARs Blogs
- 11. Identifying Linkages Interviews Workshops Ethnography Operational Monitoring Ask; Listen; Look
- 12. Quantifying Linkages Surveys Interviews Industry Benchmarks
- 13. Example - Inputs
- 16. How Good Does Your Logos Have To Be? Depends on who your audience are. Depends on how much they like you. Always test it beforehand. Be prepared to have your assumptions challenged… … but don’t be afraid to turn it back.
- 17. How Good Does Your Logos Have To Be? http://www.dkimages.com/discover/previews/767/121750.JPG
- 18. How Good Does Your Logos Have To Be? http://oldstylekennels.net/db2/00153/oldstylekennels.net/_uimages/brandymastiffpuppy.jpg
- 19. The Power Of Visuals http://indexed.blogspot.com/2008/03/emperors-new-suit-was-expensive.html
- 20. Don’t Forget The Other Two Ethos – Credibility in the eyes of your audience. Pathos – The uses of narrative & anecdote. Logos – The uses of inductive & deductive reason. http://www.kidspast.com/images/aristotle.jpg