Group Report: Key KM Lessons Learned
Group F: William Ward, Sarah Shesko, Gay Scott, Veronica Taylor, Anthony Steward
Knowledge Management and Organizational Change
March 30, 2011
What is Knowledge Management?
Knowledge Management (KM) may best be described as the processes that direct the conception, distribution, and utilization of knowledge. It should be understood in terms of a philosophy rather than a high-tech solution. In the past KM was focused on the idea that knowledge already exists and that knowledge needs to be accumulated, but now the focus has shifted to more of knowledge creation and mobility. As Mark McElroy ...view middle of the document...
The company that I work for, Roche Diagnostics is trying to change the way information is shared within the corporation. It is not about improving technology or database access, but rather changing the cultural belief in which employees work It comes down to connecting those with knowledge to those who need it. They believe in encouraging creativity and innovation by recognizing individual that share knowledge and embrace the team philosophy. They utilize existing knowledge databases and reward those that collaborate with others. This encourages the development of networks in which individuals with common interests can share knowledge and hopefully inspire new ways of thinking.
Connecting Sharers with Learners – Using Self-Assessment
I currently work for Dish Network. They are in the Satellite business with a concentration on customer service. There are many common practices shared by all Dish Network locations throughout the country. These common practices consist of using a common language so that all technicians can share knowledge with other technicians. All Dish Network locations and technicians concentrate on production efficiency, customer satisfaction, inventory control, vehicle maintenance and, rewards and recognition. It amazes me when I can call up another technician when I am having difficulties on a job and just by using the right words the other technician is able to help even though they are not seeing what I am seeing. By being able to share knowledge amongst the other technicians we are able to be very proficient in all five of the common practices.
Another way we are able to improve not only our individual performances but the companies overall numbers, is by using a self-assessment. This assessment is also the same for every technician throughout the company. Below is an example of the current program that Dish Network uses. It a program that every employee cares a great deal about.
In all locations the practice that all technicians care about the most is “ Rewards and Recognition. This is where technicians are able to earn more money. Based on level of competency 1 through 5 with five being the highest, technicians are able to determine whether or not they are going to earn extra money.
Level 5: Based on New connect rate, TC-12 (Trouble Calls within 12 days of being at the customer's home), Customer Satisfaction Score and Connectivity percentage technician earns 100% of the extra money.
Level 4: Technician's numbers are good but has a couple of low categories. Earns only 75% of the extra money.
Level 3: Technician's numbers are just below that of level 3, earns 50%.
Level 2: Technician has a few bad weeks in the beginning and comes on strong towards the end. However their numbers are below that of level 3. Technician earns 25%.
Level 1: Technician has very low numbers. Although they are not low enough to be let go as an employee, they do not earn any of the extra money.