1. 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

2. The Context

3. Selected Projects Standards HarmonizationStandards Harmonization Graphic SymbolsGraphic Symbols Engine EmissionsEngine Emissions Incident ReportingIncident Reporting

4. Consider in context of... Management Organizational/cultural aspects Technologies Employee acceptance/involvement

6. 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...

7. Standards Harmonization Expertise Group

8. 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

9. 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

10. 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

11. 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

12. 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, POs Standards Engineer role improved Help sought by Manufacturing/CAD/CAM Slow but steady; institutionalized Viewed as umbrella for enabling

13. Graphic Symbols

14. Graphic Symbols Low human, high tech

15. 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

16. 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

17. 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

18. 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

19. Emissions Low tech, high human Engine suppliers accessory vendors O.E.M.suppliers

20. Emissions

21. 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

22. Incident Reporting High tech, High human

23. Incident Reporting Key Issues/Challenges Management Directive from client Had to react, but how? Formed team Gave directives at crucial moments Provided budget

24. 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

25. 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

26. 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

27. Keys to Success No strong management oppositionNo strong management opposition Base on cost/benefit, real needBase on cost/benefit, real need Right players, right skills, right timingRight players, right skills, right timing Approach depends on nature of info + end-useApproach depends on nature of info + end-use Foster open cultureFoster open culture Team & enabling skills crucialTeam & enabling skills crucial AnticipateAnticipate CommunicateCommunicate Use librarians info mgt skillsUse librarians info mgt skills

28. 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

29. 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