Knowledge Management
Practical Ideas and Approaches
Maryanne Ward,
PACCAR Technical Center
maryanne.ward@paccar.com
12479 Farm to Market Road
Mount Vernon, WA 98273
360
-
757
-
5402
Accessing
International Transportation Resources
Worldwide
July 2001, St. Petersburg, FL
The Context
Selected Projects
•
Standards Harmonization
•
Graphic Symbols
•
Engine Emissions
•
Incident Reporting
Consider in context of...
•
Management
•
Organizational/cultural aspects
•
Technologies
•
Employee acceptance/involvement
Corporate Standards
Expertise Group Charter
...
to focus on concepts, approaches, and
methods to create, capture, maintain, control,
distribute, and translate knowledge and data
into global standards...
Standards Harmonization Expertise Group
Standards Harmonization
Key Issues/Challenges
Management
Directive from top, few specifics
Initially one mid
-
level “manager
-
champion”
Investment level varied widely among units
Use of experts’ time an issue
Existing structures varied widely
Pro
-
active vs re
-
active (czar vs support)
Budget
Standards Harmonization
Key Issues/Challenges
Organizational/Cultural
Widely differing philosophies
Authority
Governance
“Committee” vs “representatives”
Varying technical competence
Who are “key experts”
Verbal/written communication skills
Tradition of division independence
Nits
Standards Harmonization
Key Issues/Challenges
Technical
Content expertise
Communications/collaboration
Expensive software tools unnecessary
Database/publishing/docmgt/web skills
already in place
ISO standards guidelines
Library licenses external standards,
provides crucial research
Standards Harmonization
Key Issues/Challenges
Employee Acceptance
Involved “right” people from start
Established open process
Slow but thorough
Service orientation
CSEG members worked with own unit
Collaborate rather than dictate
Standards Harmonization
Key Issues/Challenges
Results to date
Per mgt, satisfactory number of standards
Sturdy platform for future
Best knowledge globally applied
Standards called out on drawings, PO’s
Standards Engineer role improved
Help sought by Manufacturing/CAD/CAM
Slow but steady; institutionalized
Viewed as “umbrella” for enabling
Graphic
Symbols
Graphic Symbols Low human, high tech
Graphic Symbols
Key Issues/Challenges
Management
No actual directive
-
bottom up
Weak interest but no opposition
OK as “spare time” project
Standards Group crucial to “make happen
”
Graphic Symbols
Key Issues/Challenges
Organizational/Cultural
•
Grew out of annoyance, “bottom up”
•
Very low priority
--
took about two years
•
Weak planning
•
“Right” people not involved at start
•
Governance
•
“European” knowledge crucial, but weak
involvement initially
Graphical Symbols
Key Issues/Challenges
Technical
•
Poor mix of skills initially
•
Varying formats, different CAD systems
•
Multiple symbols for similar application
•
Large unmanageable Word file
•
Database created late in process
•
Crucial ISO standard revised midway
•
Technical Library support crucial
Graphical Symbols
Key Issues/Challenges
Employee Acceptance
•
Positive so far
-
saves hassle, time
•
Crucial buy
-
in from key UK ergonomist
•
Governing document approved
•
Attention procured! Now want changes
•
Full implementation will be slow
•
Transition will need to be managed
Emissions Low tech, high human
Emissions
Emissions
Key Issues/Challenges
Management
Highly directive, specific, and ongoing
Organizational
Complex: Multiple players, “insiders/outsiders”
Technical
Web skills, esp. homepage as a “portal”
Secure permissions from IT group
Employee Acceptance
High efficiency, lowers annoyance, promotes openness
Incident Reporting High tech, High human
Incident Reporting
Key Issues/Challenges
Management
•
Directive from client
•
Had to react, but how?
•
Formed team
•
Gave directives at crucial moments
•
Provided budget
Incident Reporting
Key Issues/Challenges
Organizational/Cultural
•
Low consensus
•
“Best way is my way”
•
No cohesive existing group
•
Low team skills
•
Low cross
-
group leadership skills
•
Little experience with workflow cross
-
group approaches
Incident Reporting
Key Issues/Challenges
Technical
•
Good basic software
•
Not just software! Cameras...
•
Low experience with databases
•
End users dispersed geographically
-
had to be trained
Incident Reporting
Key Issues/Challenges
Employee Acceptance
•
Low at our end; high at client end
•
After two years, OK all around
•
Method now used for similar applications
Keys to Success
•
No strong management opposition
•
Base on cost/benefit, real need
•
Right players, right skills, right timing
•
Approach depends on nature of info +
end
-
use
•
Foster “open” culture
•
Team & enabling skills crucial
•
Anticipate
•
Communicate
•
Use librarians’ info mgt skills
“Knowledge Management is
the discipline concerned
with how an organization's
intellectual assets are
exploited for greater
productivity and increased
competitiveness”
From: Kent State University course description
Knowledge Management
Practical Ideas and Approaches
Maryanne Ward,
PACCAR Technical Center
maryanne.ward@paccar.com
12479 Farm to Market Road
Mount Vernon, WA 98273
360
-
757
-
5402
Accessing
International Transportation Resources
Worldwide
July 2001, St. Petersburg, FL
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