9: KM STRATEGY AND METRICS

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Quality Management

por Hend Khalid

Starbucks

por Ayuna Asalkhanova

the founder

por Daniela Medina

UTSC Department of Management

por Stephanie Perpick

9: KM STRATEGY AND METRICS

KNOWLEDGE MANAGEMENT METRICS

The House of Quality Method

Quality Function Deployment

The Balanced Scorecard Method

Internal business processes dimension

Learning and growth dimension

Customer dimension

Financial dimension

The Benchmarking Method

Competitive Benchmarking

Cooperative Benchmarking

Best Practice Studies:

Industry Group Measurements:

The Management of Organizational Memory

Technical Barriers

Cultural Barriers

KNOWLEDGE MANAGEMENT STRATEGY

The KM Strategy Road Map

KM capability to sustained over the long term

quick wins

direct link between KM levers and business objectives

processes, people, products, services, organizational memory, relationships, and knowledge assets

explicit knowledge and tacit knowledge priorities

how organization manage its knowledge

Gap Analysis

knowledge silos

redundancies within the organization

Identify opportunities to collaborate with other business initiatives

List KM leverage points

List barriers to KM implementation

differences between the current and desired KM

Conduct a Knowledge Audit

contribution to business goals

duplications and flows

gaps

knowledge needs and uses in an organization

core information