9: KM STRATEGY
AND METRICS
KNOWLEDGE MANAGEMENT STRATEGY
Conduct a Knowledge Audit
core information
knowledge needs and uses in an organization
gaps
duplications and flows
contribution to business goals
Gap Analysis
differences between the current and desired KM
List barriers to KM implementation
List KM leverage points
Identify opportunities to collaborate with other business initiatives
redundancies within the organization
knowledge silos
The KM Strategy Road Map
how organization manage its knowledge
explicit knowledge and tacit knowledge priorities
processes, people, products, services, organizational
memory, relationships, and knowledge assets
direct link between KM levers and business
objectives
quick wins
KM capability to sustained over the long term
The Management of Organizational Memory
Cultural Barriers
Technical Barriers
KNOWLEDGE MANAGEMENT METRICS
The Benchmarking Method
Industry Group Measurements:
Best Practice Studies:
Cooperative Benchmarking
Competitive Benchmarking
The Balanced Scorecard Method
Financial dimension
Customer dimension
Learning and growth
dimension
Internal business
processes dimension
The House of Quality Method
Quality Function Deployment