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 KM Framework
2. Process
 Policy & Rules
People  Governance: System &
Procedures
 Business Process
Technology Process  Principles: Efficiency,
Motivated

1. People 3. Technology
 Soft Skills: Values,  Information Technology and
Culture, Behavior and Tools.
Attitude
 Hard Skills: Knowledge  Infrastructure.
and Skills  Principles: Easy to Access,
Usability, Collaborative
tools & Discovery tools.
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 5 Steps to Follow Create & Execute
Implementation
Plan

Program
Determine the Top Gain 10 Governance
3 Objectives Commitments
Knowledge
Flow

People,
Process,
Technology
Answer 9 Define 9 KM Components
Questions Strategies
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 Define 9 KM
1. Motivate: measure & reward collaboration on,
Strategies
sharing, capture and reuse
2. Network: enable collaboration & active in CoP
3. Supply: collect stories on both failures & success
4. Analyze: select best practices and suggestions
5. Codify: categories & tag selected best practices
6. Disseminate: make it easy for everyone to find reusable
content, methods, tools, or examples.
7. Demand: search for proven practices.
8. Act: reuse lessons learnt
9. Invent: develop new products and services through
collaboration and submitted ideas.
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1. Approve reasonable budget for people
and other KM expenses.
2. Ensure that all KM leaders have the
time to do a good job in the role and
are allowed to meet in person once a
year.
3. Learn how to give a KM program
overview presentation.
4. Learn how to use KM tools, and use
them to lead by example.
5. Communicate regularly about how the Gain 10
organization is doing in regards to KM. Commitments
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6. Provide time during leadership team
meetings and employee communication
events for KM messages.
7. Ensure that KM goals are really set for all
employees, and are enforced.
8. Inspect compliance to KM goals with the
same fervour as for the other KPI’s.
9. Reward employees who learn, share,
reuse, collaborate, and innovate.
10. Ensure that time is allowed for learning,
sharing, reusing, collaborating, and
Gain 10
innovating. Commitments
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 Create & Execute
Implementation
Plan

Program
Governance

Create and Execute KM Knowledge

Flow
Implementation Plan People,
Process,
Technology
Components

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1. Roles and job descriptions for KM Leaders, Create & Execute
Implementation
Project Leaders, and Knowledge Assistants. Plan
2. Composition of Program Staff, Virtual
Teams, and Leader Communities. Program
Governance
3. Objectives and schedules for recurring
conference calls and meetings
Knowledge
4. Processes for creating and updating the Flow
plan of record and schedules for
implementation, new releases, and People,
reporting. Process,
Technology
5. Process for decision making. Components

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1. Collection: process and repositories for Create & Execute
capturing explicit knowledge Implementation
Plan
2. Connection: collaboration, communities,
and social networks for sharing tacit
knowledge Program
3. Boundary Spanning: bridges across Governance
organizational boundaries for enabling
knowledge to flow between previously- Knowledge
isolated groups. Flow
4. Discovery: process for learning from
existing sources of information, People,
including system, databases and libraries Process,
5. Creation: processes for simulating Technology
innovation and facilitating invention. Components

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 Don’t start with what you have,

a) Start with what you needs (Top 3

Objectives)!

b) Start from small (Pilot Project)!

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1. Culture & Values: the way things are done in an organization, and
what things are consider to be important and taboo.
2. Knowledge Managers: people who spend all or a significant
portion of their time leading KM initiatives, sharing knowledge,
and supporting other in sharing their knowledge.
3. User and Employees satisfaction Surveys: periodic survey to
determine user preferences, needs and challenges and to
determine how employees view a KM programmed in its
components.
4. Social Networks: collection of people who are acquainted or
connected as friends, business contacts, or colleagues and
communicates, collaborate, or help one another as needed.
5. Communities: group of people who shared a concern, a set of
problems, or a passion about a topic, and deepen their
understanding and knowledge of this area by interacting on an
ongoing basis.
6. Training: class room courses, self-paced courses, and recorded
webinars
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which allow user to learn what is expected of them.22
Practical Implementation of KM in Organization
7. Documentation: user guides, manuals, and help files which
allows user to read about what is expected of them; and how to
use all of these in order to learn, share, reuse, and innovate
8. Communications: vehicles for informing current and potential
users about progress in the KM initiative through websites, team
spaces, portals, wikis, forum, conference calls, etc.
9. User Assistance and Knowledge Help desk: people who provide
support by phone or e-mail to users, including tool consulting,
finding reusable content, connecting to knowledge sources,
process support, training communication, etc
10. Goals & Measurement: employee goals included in performance
plans, and measurements to track performance against those
goals and other operational indicators.
11. Incentives & Rewards: programmes designed to encourage
compliance with goals, improve performance against metrics,
and increase participation in KM initiatives – includes tangible
rewards,
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andImplementation
competitive rankings.
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12. Methodologies: policies, rules, techniques, and procedures which prescribe
how work is to be performed and provide proven ways to do it successfully.
13. Creation: inventing new concepts, approaches, methods, techniques,
products, services, and ideas which can be used for the benefit of people
and organization.
14. Capture: collecting documents, presentations, spreadsheets, records,
processes, software source, images, audio, video, and other files which can
be used for learning, reuse, and innovation.
15. Reuse: putting to practical use the captured knowledge, communities
suggestions, and collaborative assistance provided through knowledge
sharing.
16. Lessons Learnt: explaining what an individual or team has learn as a result
of their experience, using documents, presentations, discussions, and
recordings – including what they tried, what worked, what didn’t work, what
to do, what to avoid, problems faced, how problems were solved, what they
would do differently, and key insights and nuggets
17. Proven Practices: selecting, documenting, and replicationg processes which
have proven to improve business results so that others in similar
24
environments or whit similar needs can benefit from the proven successes
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18. Collaboration: interacting with peers and colleagues to exchange
ideas, share experiences, work together on project, and solve
problems.
19. Content Management: creating, managing, distributing, publishing,
and retrieving structures information – the complete lifecycle of
content as it moves through an organization
20. Classification: creating and maintaining a taxonomy that can be used
to organize information so that it can be readily found through
navigation, search, and link between related content.
21. Metrics & Reporting: capturing operational indicators and producing
reports to communicate performance against goals, areas for
improvement, and progress toward the desired state
22. Management of Change: developing a planned approach to change in
an organization to address anticipated obstacles and ensure
successful adoption
23. Workflow: embedding knowledge creation, capture, and reuse in
business
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processes so Practical
thatImplementation
these ofsteps happen routinely as part
KM in Organization 25 of
normal work.
24. Valuation: quantifying the value of reuse and innovation so that it
can be fully appreciated by the organization, including customer
pricing, benefit analysis, and project justification.
25. Social Network Analysis: mapping and measuring or relationships
and flows between people, groups, organizations, animals,
computers or other information/knowledge processing entities;
the needs in the network are the people and groups while the
links show relationships or flows between the nodes – provides
both a visual and a mathematical analysis of human relationship
(from, Valdis Krebs).
26. Appreciative Inquiry: asking questions that strengthen a system’s
capacity to apprehend, anticipate, and heighten positive
potential- mobilization of inquiry through the crafting of the
“unconditional positive question”.
27. Storytelling: using narrative to ignite action, implement new
ideas, communicate who you are, build your brand, instill
organizational values, foster collaboration to get things done,
share knowledge, neutralize gossip and rumor, and lead people
into the future (from Steve
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Denning).
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28. User Interface: the point entry to a knowledge base the provides
navigation, help, news, site index, site map, and links to all tools.
29. Intranet: a private computer network that uses internet protocols,
network connectivity, and possibly the public telecommunication
system to securely share part of an organization’s information or
operations with its employees (from Wikipedia).
30. Team Spaces: collaborative workspaces designed to allow teams to
share documents, libraries, schedules, and files, conduct meetings,
calls, survey, and polis; and store meeting minutes, discussions,
reports, and plans.
31. Virtual Meeting Rooms: online; real-time tools designed to allow
teams to share presentation, applications, and white boards during
meetings.
32. Portals: websites what provide personalized capabilities to user
through the use or customization, building blocks, and integration of
multiple sources
33. Repositories:
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structured lists and databases which allow documents
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and other files to be stored, searched for, and retrieved.
34. Bulletin Boards & Threaded Discussions: forums for carrying on
discussions among subscribers on specific subject, including
online and email posts and replies, searchable archives, and
discussions grouped by threads to show the complete history on
each topic.
35. Expertise locators and ask the expert: systems for finding experts
on particular subjects, allowing individuals to enter about what
they know and can do, and others to search for all people having
desired skills, experience, or knowledge; and systems for asking
questions of experts and getting the answers.
36. Metadata and tags: information about information – data fields
added to documents, websites, files, or lists which allow related
items to be listed, searched for, navigated to, syndicated, and
collected
37. Search Engines: tools which allow searching for documents, files,
list items, content, and answers to questions – allow for
specifying the scope or domain of the search, whether to search
on text or metadata, and how results should be presented.
38. Archiving:
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KM in Organization
purposes, using tapes, CDs, or other long-term media
39. Blog: websites where entries are made (such as in a journal or
diary), displayed in a reverse chronological order; often provide
commentary or news on a particular subject; some function as
personal online diaries or logbooks, combine text, images and
links to other recommended blogs, and categories of entries
tagged for retrieval by topic.
40. Wikis: website which allow users to easily add, remove, edit, and
change most available content – effective for collaborative writing
and self-service website creation and maintenance
41. Podcasts: recorded broadcast which can be listened to online or
downloaded manually or automatically through syndication and
then listened to on portable MP3 players at the listener’s
convenience
42. Syndication and aggregation: using feeds available from a
website to provide an update list of its content in the form of a
subscription, an embedded portion of a website, or a collection
of disparate content on a particular topic – typically uses RSS or
Atom syndication. 29
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43. Social Software: a range of tools which facilitate social
networking, typically personal web pages including bios, photos,
interest, audio and video, links to friends, messages from friends,
and personal networks; often referred to as Web 2.0 to include a
broad range of tools such as blogs, wikis, and RSS feeds.
44. External Access: capability for users outside of a company’s
firewall to have access to selected websites and team space to
allow collaboration with retirees, partners, and customers who
would other wise be blocked from the company’s internal network
– requires technical, security, and legal elements.
45. Workflow Applications: software which connect and sequences
different applications, components, and people, all of which must
be involved in the processing of data to complete an instance of a
process.
46. Process Automation Applications: tools which automate
previously manual processes, such as the production of
proposals,
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presentations, or the design of products.
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47. E-learning: tools which enable the delivery and tracking of
online training courses.
48. Subscription Management: tools which allow content
providers to reach subscribers on an opt-in basis, and
subscribers to sign up to receive periodicals and other
communications based on their interests
49. Incentive Point s Tracking: systems for awarding and tracking
points for desired KM behaviors, both automatically as
triggered by events and manually through forms entry.
50. Survey and Metrics Reporting Automation: system for
conducting, collecting, and publishing survey data; and
systems for collecting, distributing, and publishing data on
key performance metrics
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From Knowledge to Innovation
Through Change Process
To innovate (4) New Knowledge
(Innovation)

CHANGE PROCESS
To enrich
(share) ..(3) Know Why
To retain (enrich)
(store)..(2)
Know How
(Explicit Knowledge)

Know What
To know (1)
(Tacit Knowledge)

Jann Hidajat 2009 37

 Untuk segmen consumer

BUSINESS CRITICAL
MAIN ACTIVITY KNOWLEDGE KM STRATEGY
STRATEGY
Customer
Fully Mapping behaviour,
Customer Needs Customer Customer
understand Knowledge Knowledge
customer Building CRM complaint
management Acquisitions
needs (all segmen)
CRM Framework
Business Competitive
Intelligence Analysis Building
Building Business Product & Process Knowledge
Deep Process among Development
Sharing
understand- Product Owner &
sales Business Process of Motivation
ing product Product
Product Delivery
through the
features Knowledge Product Knowledge, PM System
Improvement & service delivery &
Enhancement communication skill
Financial
Parameter Financial analysis Integrated
(product profita-
Customer Financial
Integrated bility, profit
sharing, ABC) Segmentation System and
marketing Create Product Pricing Strategy Customer
solution Bundling Financial Advisor Knowledge
Cross Selling Selling skill
Acquisitions
 2a. Linking KM Objective to KM Strategy
KM
Objective KM Symptoms Root Cause KM Strategy
slow problem solving Lack of channels/
inaccurate results awareness of the
To channels that connects
Knowledge
Know knowledge supply and
Access
Re-inventing wheel
demand
Knowledge is
knowledge is people
To dependant on the
oriented rather than
Capturing
Retain availability of the system oriented
Knowledge
people that own them
Products/services is not
Lack in listening to
adjusted according to Learning and
market feedbacks
To market demand Sharing
Enrich The same mistakes are Knowledge
lessons learned and best Strategy
being done in delivering
practices are not shared
products/services
No significantly new
Innovation is left to
To products or process are
chance rather than being
Innovation
Innovate generated for profit or systemized
Strategy
cost efficiency
 KM Strategy - Examples

1. Integrating the information system to optimize

knowledge flow of the organization.
2. Providing an expert system using a social networking
tool.
3. Embedding knowledge sharing and learning in the
project management.
4. Building knowledge sharing motivation through the
Performance Management System and a Reward and
Recognition System.
5. To build knowledge sharing think tanks in the form of
Communities of Practice (CoP)
6. To build a conducive learning space
 Business to KM Objectives to
KM Strategy Matrix
Business Business KM KM Symptom Root Cause Critical Knowledge KM Strategy
Strategy Issue Objectives Knowledge Source

1. Constant Toyota Car To Enrich 1. Resulting 1. Lack of 1. Kaizen Toyota’s Ways 1. “Toyota
ly Recall defect car channels/ 2. Self starter five principle: Ways”
innovati to the awarenes 3. Colaborative • Challenge components
ng to market s of the 4. Creative • Kaizen 2. Learning
create 2. Slow channels (improvement) and sharing
new problems that • Genchi knowledge
value solving connects • Genbutsu (go strategy
2. Moving 3. The knowledg and see)
people mistake e supply • Respect
in the are being and • Teamwork
savest done in demand
and delivering 2. Lesson
most product learned
responsi or service and best
bble way practices
are not
shared
 2c. Business to KM Objectives to KM Strategy
Matrix
Business KM KM Root Critical Knowledge KM
Business Issue Objective Symptom Cause Knowledge Source Strategy
Strategy

Sub-Str-a Strategy-a
a

b
Sub-Strt-b Strategy-b

Sub-Str-c Strategy–c
c

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 THANK YOU

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