Successful KM Initiatives Communities of Practice at Capital One Ann Noles, Knowledge Champion, Capital One

Grass roots efforts will prove the concepts

Best Practices ? Always begin with Communities of Practice You can’t measure KM KM should not be led from IT

Communities of Practice People who perform the same types of activities Located in disparate locations Have shared common interest in their work topic No start and conclusion to their interactions

Communities of Purpose Together for purpose of completing a task/project Will disband when the task/project is complete Perform dissimilar activities Only common interest is the task/project

Operational Project Managers 40 project managers who support call centre operations Tasked with helping to make analyst’s ideas into workable solutions Rewarded for results and speed

Type of Community?

Assessment-Project Managers Danger of solving the same problems over and over Little documentation to go on Difficult to assimilate new people into the group

Rewards System Number of projects they can move forward Meet marketing’s timeline Speed – time is a critical dimension

Communities of Practice / Communities of Purpose. Project C OPS Project Managers Project B OPS Project Managers Project A OPS Project Managers

Advantages to Approach New rewards consistent with culture Begin building a repository Learn collaborative practices Has support of management Proof of concept of project collaboration tools

KM should not be led from IT Whoever has the passion should lead

Lesson’s Learned Grass roots works Stay aligned with the business goals Champions should self select Sponsors need to stay engaged Time is our biggest hurdle Build buy-in for your pilots across all levels Build partnerships across the organisation There are no cookbook solutions. Evaluate everything you hear against your own culture

Pilots, pilots, pilots! Communities of practice/purpose Call Centre Knowledge Base External sales Expertise locator-our killer application Capture our strategic learning Internal KM conference: publicise the pilots Implement the strategy We still don’t have a home. The Next Episode...

Recommended Reading Working Knowledge -Prusak and Davenport Common Knowledge -Nancy Dixon Dance of Change -Peter Senge If Only We Knew What We Know -O’Dell and Grayson