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Taking Knowledge Sharing to the Next Level

Taking Knowledge Sharing to the Next Level. Kathy Buckman Gibson ICKM Conference London, England August 1, 2006. Who is Buckman Laboratories?. Specialty Chemical Supplier Serving the Pulp and Paper, Water Treatment and Leather Markets 1,450 Associates 22 Offices in 19 Countries

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Taking Knowledge Sharing to the Next Level

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  1. Taking Knowledge Sharing to the Next Level Kathy Buckman Gibson ICKM Conference London, England August 1, 2006

  2. Who is Buckman Laboratories? • Specialty Chemical Supplier Serving the Pulp and Paper, Water Treatment and Leather Markets • 1,450 Associates • 22 Offices in 19 Countries • Operate in 90+ Countries • $464M+ Revenues

  3. Mission We, the associates ofBuckman Laboratories, will excel in providing measurable,cost-effective improvementsin output and qualityfor our customersby delivering customer-specificservices and products,and the creative applicationof knowledge.

  4. Business Evolution Knowledge Driven Market Driven Product Driven

  5. Take Responsibility “An individual without informationcannot take responsibility;An individual who is given information cannot help but take responsibility.” Jan Carlson - Former Chairman, SAS Airlines

  6. Culture for Knowledge Sharing You have to be able to trust the information that you receive to be the best that can be sent to you, and those that send it to you have to be able to trust that you will use the information in an appropriate manner.

  7. Culture Code of Ethics

  8. Knowledge Sharing

  9. Knowledge Sharing

  10. Community Of One Associates within different operating units Associates within same operating unit Networks of People Conferences Training Individual Associates within same department Data BenchmarkingResources Research

  11. Community Of One Learning Intranet Internet Individual Communities Around Issues Teams Face to Face Telephone Communities of Practice

  12. Customer G A P Front Line

  13. Customer G A P Front Line Entire organization is “E.E.F.L.”withthecustomer

  14. Student G A P Faculty, Administration

  15. Academic Community G A P Researchers

  16. “Communication is human nature -Knowledge Sharing is human nurture!” Alison Tucker

  17. Communication • Key fundamentals • Various Barriers to effective Communication • Common values • Protocalls based on common values • Have to establish effective communication before you can advance to effective knowledge sharing

  18. Knowledge Sharing • A willingness on the part of one individual to communicate information • A willingness on the part of the receiver of the information to listen and learn • Application of that learned information to create value

  19. Closing the Gap • Harnessing the power of your entire organization • Using that power create additional value • By – • Enhancing communication with your audience • Engaging in proactive knowledge sharing with your audience • Using that knowledge to streamline and enhance your internal activities

  20. The Requirement Alignment Tool (RAT)

  21. Requirement Alignment Tool World Class System for Aligning Requirements and Measurements

  22. The Customer Satisfaction Survey

  23. Customer Satisfaction Survey How can we be sure we continually meet your needs? ? ? ? Measuring how well we are meeting our customer’s needs!

  24. Buckman’s TeamToolz

  25. Buckman’s TeamToolz the Buckman Way of creating teams. It’s a disciplined teaming process supported by training, materials, and performance support products. In other words, it is a complete tool kit for creating and sustaining successful teams.

  26. The Buckman After Action Review (BAAR)

  27. Buckman After Action Review Topic: _____________ Date: ____________ What was supposed tohappen? What actually happened? What did not go well that needsto be improved? What worked well that needs to be sustained? What to do next?

  28. Other Practices • Training • Performance Management • Organizational Surveys • Communities of Issues and Practice • Open Dialogue • Customer-Specific • Industry-Specific • Business Function-Specific • Customer Interface Standards • Defined Problem Solving Methodologies

  29. Student G A P Faculty, Administration

  30. Academic Community G A P Researchers

  31. Culture for Knowledge Sharing You have to be able to trust the information that you receive to be the best that can be sent to you, and those that send it to you have to be able to trust that you will use the information in an appropriate manner.

  32. Span of Communication • Let every individual talk directly with those that have the latest and best knowledge in the organization • Focus on changing the speed of response toward instantaneity

  33. Span of Influence • As the Span of Influence of the individual expands, the power of the individual expands and their value increases • As the power of the individual expands, the power of the organization expands

  34. Questions and Discussion

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