Maryanne Ward

coilcruelManagement

Nov 6, 2013 (3 years and 9 months ago)

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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