KM World Envisioning the Enterprise of the Future 2009 Dr. Carla O’Dell, president APQC

2 © 2009 APQC. ALL RIGHTS RESERVED. APQC: Who We Are  APQC is a member-based, non-profit (501 © 3) organization Staff of 90 in Houston, TX 700 Member organizations around the world Training in 36 countries  32-year reputation founded on integrity and the support of rapid innovation through process and knowledge  Founder of the Malcolm Baldrige National Quality Award  Helping over 400 organizations to develop and implement results-oriented knowledge management (KM)

3 © 2009 APQC. ALL RIGHTS RESERVED. Some of APQC’s Members Premier Inc. Petrobras

4 © 2009 APQC. ALL RIGHTS RESERVED. APQC: 2008 Global MAKE Award Winner: The ‘Who’s Who’ of knowledge-creating organizations 1. McKinsey & Company (Global) 2. Google (USA) 3. Royal Dutch Shell (Netherlands/United Kingdom) 4.Toyota (Japan) 5. Wikipedia (Global) 6. Honda Motor (Japan) 7. Apple (USA) 8. Fluor (USA) 9. Microsoft (USA) 10. PricewaterhouseCoopers (Global) 11. Ernst & Young (Global) 12. IBM (USA) 13. Schlumberger (France/USA) 14. Samsung Group (S. Korea) 15. BP (United Kingdom) 16. Unilever (Netherlands) 17. Accenture (Global) 18. Tata Group (India) 19. Infosys Technologies (India) 20. APQC (USA)

5 © 2009 APQC. ALL RIGHTS RESERVED. Forces at the New Edge of KM Carla O’Dell, APQC

6 © 2009 APQC. ALL RIGHTS RESERVED. Forces at the New Edge of KM 3. Globalization 2. Social Computing & Networking 1. Multiple Work

Building the Knowledge Enterprise of the Future APQC’s Advanced Working Group APQC 2.Baker Hughes 3.Ministry of Defence/ Singapore Armed Forces 4.Petrobras 5.US Army, ARDEC 6.US Navy – Carrier Team One

8 © 2009 APQC. ALL RIGHTS RESERVED. Elements of the Ideal KM Enterprise of the Future Teachable Moment Heuristic and Critical thinking Lessons Learned Digitized HubCollaborative Culture

9 © 2009 APQC. ALL RIGHTS RESERVED. Assure knowledge availability at the “Teachable Moment.” Ideal Future Result

10 © 2009 APQC. ALL RIGHTS RESERVED. Indiana fire-fighting crew’s After Action Review We use an effective Lessons Learned approach to reduce the costs of not knowing. Ideal Future Result

11 © 2009 APQC. ALL RIGHTS RESERVED. People use critical thinking and appropriate problem solving heuristics to make sense of situations and to develop innovative responses. Ideal Future Result

12 © 2009 APQC. ALL RIGHTS RESERVED. The Knowledge Sharing Toolkit  It used to look like this….

13 © 2009 APQC. ALL RIGHTS RESERVED. Now It Looks Like This Visit and

14 © 2009 APQC. ALL RIGHTS RESERVED. Additional Information  See  To download a copy of the APQC research study “Knowledge Sharing in a Web 2.0 World” visit  To speak with someone about APQC’s KM resources and services, contact Dec-15

15 © 2009 APQC. ALL RIGHTS RESERVED. Links to Carla O’Dell’s Handouts  APQC'S PERSPECTIVE ON KNOWLEDGE MANAGEMENT  pageselect=detail&docid= pageselect=detail&docid=  If you are new to knowledge management, this is a good place to start. Developing an effective KM system begins with identifying the business opportunities that could be enabled by a better flow of knowledge, building a KM strategy and designing the initial projects, and developing measurement and tracking systems to determine the ROI and health of the projects. This paper condenses what APQC knows about implementing a successful KM initiative into a few basic lessons learned.  APQC'S STAGES OF KNOWLEDGE MANAGEMENT CAPABILITY AND MATURITY  pageselect=detail&docid= pageselect=detail&docid=  APQC's Stages of Knowledge Management Maturity provide a roadmap for moving from immature, inconsistent knowledge management activities to mature, disciplined approaches aligned to strategic business imperatives. These stages of maturity are integrated with APQC’s Stages of Implementation TM so that implementation at each stage provides a foundation of success and a launching pad to the next stage. This paper outlines the different levels of maturity, offering every organization a road map with milestones and checkpoints to guide their KM efforts. Dec-15

16 © 2009 APQC. ALL RIGHTS RESERVED. APQC’s Consortium Research in Knowledge Management: Reports Available on 1.Sustaining Communities of Practice (2009) 2.Web 2.0 Practitioner’s Series (2008) 3.Expertise Location and Social Networking (2008) 4.The Role of Evolving Technologies: Accelerating Collaboration and Knowledge Transfer (2007 and 2008) 5.Retaining Today’s Knowledge for Tomorrow’s Workforce (2007) 6.Leveraging Knowledge Across the Value Chain (2006) 7.Using Communities of Practice to Drive Organizational Performance and Innovation (2005) 8.Integrating KM and Organizational Learning (2004) 9.Transfer of Best Practices (2004) 10.Virtual Collaboration ( ) 11.Expertise Locator Systems (2003)

17 © 2009 APQC. ALL RIGHTS RESERVED. APQC’s Consortium Research in Knowledge Management 12.Measuring the Impact of Knowledge Management (2003) 13.Using Knowledge Management to Drive Innovation (2002) 14.Retaining Valuable Knowledge (2001) 15.Managing Content and Knowledge (2001) 16.Building and Sustaining Communities of Practice (2000) 17.Successfully Implementing KM ( ) 18.Creating a Knowledge Sharing Culture ( ) 19.Expanding Knowledge Externally (1998) 20.Using Information Technology for KM (1997) 21.Emerging Best Practices in KM (1996)