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SO SR. Embedding Knowledge management in the QMS Mária Dologová, QM, SO SR, Slovakia Ján Dolog, EOQ senior consultant for QMS Q2008, Rome, 8-11 July 2008. Contents NSI and managing knowledge Integration of KM into the QMS content focus suitable infrastructure Benefits.
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SO SR Embedding Knowledge management in the QMS Mária Dologová, QM, SO SR, Slovakia Ján Dolog, EOQ senior consultant for QMS Q2008, Rome, 8-11 July 2008
Contents • NSI and managing knowledge • Integration of KM into the QMS • content focus • suitable infrastructure • Benefits
K - key resource KM - key competence NSI and managing knowledge • NSI - environment • need for statistical K products / services - for successful implementation of policies • changes of statistical procedures, methods • integration – need to exchange K within ESS, ... • lack of resources - need for intensive develop. • LF mobility, seniority - threat of loosing K • ICT development • NSI - character • K organisation • high level of embodied K • power on the side of . individuals • high level of tacit K
Strategic -, tactical -, operational mgnt Info sources mgnt marketing Creation of PrBD/PuBD & other work. DB Communication with customer def. of way of obtaining data Customer & his requirements Customer & his satisfaction Prep. & realis. of stat. survey. & data processing Creation of product & dissemination FM HRM ICT- M M-Infra Isolated ad-hoc approach to KM
Conscious & systematic approach to KM integrate KM into the QMS (VAP +SP) ... achieve „up-knowledging“ of the QMS
... 2) institution-wide projects related to its strategic goals 1) Integration of KM into the QMS Decision on KM implementation Decision on Content focus: Supportive Infrastructure: HR practices - Culture - Organisation of work ICT
general approach, supported by SO SR examples • Decision on KM implementation • Reflected in: • Vision (we are ... information and knowledge institution ...) • Mission (... to provide statistical products and services . with the aim to support the improvement of information . and intellectual capital of our customers ...) • Common shared values (... knowledge sharing, . openness to new ideas, ...) • Strategic objective (... implement KM to support . strategic objectives of the institution ...)
Decision on content focus • Projects covering NSI processes clearly linked . to strategic objectives and heavily depending on K • (VAP – value-adding process • ... it contributes directly to creation of value to customer ... . especially through creation of knowledge products / . services) • then focus on: • K needed (resulting) in (from) the process • (K audit – what, who, where, how, what for?)
OUT: customer KB, ..., K on way of obtaining input data, K on suppliers, intro K on way of producing the product, meeting records, ..., lessons learned, good practice, ... etc. marketing Customer & his requirements Creation of PrBD/PuBD & other work. DB Communication with customer def. of way of obtaining data Customer & his satisfaction Prep. & realis. of stat. survey. & data processing Creation of product & dissemination IN: K of customer „language“, K on product required – K on customer intention, goals, way of using the product, comm. skills (elicitation), K on transfer of requirements into product specification, ... etc. Expected results: K bases int. and ext. experts online „who knows what“
Supportive infrastructure: • HRM practices - creation of suitable culture encouraging: • continual interest in own learning / development, • willingness to share and use K (tacit!) • based on: trust, reciprocity, fairness • Expected results:revised priorities in all HRM practices - esp. in development & learning, motivation - performance mgnt & rewards) • managing K workers! (coaching)
Organisational forms / structures encouraging K sharing by: • putting people with different K together • and allowing them to share, use, ..., create K • Expected results: teams, communities of practice, networks(intra org. & cross ESS context) • workplace design („talk rooms“, conversations „at the coffee machine“, etc.)
ICT infrastructure supporting K processes (capturing, sharing, using, creating ...): • explicit K - creation and use of K bases /files • tacit K - limited use (to facilitate communication) • Expected results: intranet solutions for K files • discovering hidden K (visualization – „see and know“) • connecting people in time & space (video conferencing, ...)
Strategic -, tactical -, operational mgnt Info sources mgnt marketing Creation of PrBD/PuBD & other work. DB Communication with customer def. of way of obtaining data Customer & his requirements Customer & his satisfaction Prep. & realis. of stat. survey. & data processing Creation of product & dissemination FM HRM ICT- M M-Infra Benefits VAP (... QMS) „up-knowledged“ by KM
From embedding K in products / services to benefits for the institution via BSC • embedding K in products / services = creating K products / services (value to customer) - improving K on customers - developing K sharing culture - building institutional memory - improving K-flow across boundaries etc. CUSTOMER. VALUE of the institution LEARNING & GROWTH INTERNAL PROCESSES