Transcript Prezentace aplikace PowerPoint

SO SR
Embedding Knowledge management
in the QMS
Mária Dologová, QM, SO SR, Slovakia
Ján Dolog, EOQ senior consultant for QMS
Q2008, Rome, 8-11 July 2008
SO SR
Contents
NSI and managing knowledge
Integration of KM into the QMS
content focus
suitable infrastructure
Benefits
Mária Dologová, Ján Dolog
2
NSI and managing knowledge
SO SR
NSI - environment
NSI - character
• need for statistical K
products / services - for
• K organisation
• high level of embodied K
successful implementation
of policies
• changes of statistical
procedures, methods
 power on the side of
. individuals
• high level of tacit K
• integration – need to
exchange K within ESS, ...
• lack of resources need for intensive develop.
• LF mobility, seniority -
K - key resource
KM - key competence
threat of loosing K
• ICT development
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SO SR
Isolated ad-hoc approach to KM
Strategic -, tactical -, operational mgnt
Creation of
product &
dissemination
Creation of
PrBD/PuBD
& other work.
DB
Prep. & realis.
of stat.
survey. & data
processing
Customer
& his
requirements
Communication
with customer
def. of way of
obtaining data
marketing
Customer
& his
satisfaction
Info sources mgnt
HRM
Mária Dologová, Ján Dolog
ICT- M
M-Infra
FM
4
SO SR
Conscious & systematic approach to KM
integrate KM into the QMS (VAP +SP)
... achieve „up-knowledging“ of the QMS
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SO SR
Integration of KM into the QMS
Decision on KM implementation
Decision on Content focus:
institution-wide projects related
to its strategic goals
1)
2)
...
Supportive Infrastructure:
HR practices
- Culture Organisation
of work
ICT
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SO SR
general approach, supported by SO SR examples
Decision on KM implementation
Reflected in:
Vision (we are ... information and knowledge institution ...)
Mission (... to provide statistical products and services
.
.
with the aim to support the improvement of information
and intellectual capital of our customers ...)
Common shared values (... knowledge sharing,
.
openness to new ideas, ...)
Strategic objective (... implement KM to support
.
strategic objectives of the institution ...)
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SO SR
Decision on content focus
Projects covering NSI processes clearly linked
. to strategic objectives and heavily depending on K
(VAP – value-adding process
... it contributes directly to creation of value to customer ...
. especially through creation of knowledge products /
. services)
then focus on:
K needed (resulting) in (from) the process
(K audit – what, who, where, how, what for?)
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Creation of
PrBD/PuBD &
other work.
DB
Prep. & realis.
of stat. survey.
& data
processing
Customer
& his
requirements
Communication
with customer
def. of way of
obtaining data
OUT: customer KB, ..., K on way
of obtaining input data, K on
suppliers, intro K on way of
producing
the product, meeting
marketing
records, ..., lessons learned, good
practice,
... etc. results:
Expected
K bases
int. and ext. experts online
„who
knows
what“ K
IN: K of
customer
„language“,
Creation of
product &
dissemination
SO SR
Customer
& his
satisfaction
on product required – K on
customer intention, goals, way of
using the product, comm. skills
(elicitation), K on transfer of
requirements into product
specification, ... etc.
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SO SR
Supportive infrastructure:
HRM practices - creation of suitable culture
encouraging:
continual interest in own learning / development,
willingness to share and use K (tacit!)
based on: trust, reciprocity, fairness
Expected results:
revised priorities in all HRM practices esp. in development & learning,
motivation - performance mgnt & rewards)
managing K workers! (coaching)
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SO SR
Organisational forms / structures
encouraging K sharing by:
putting people with different K together
and allowing them to share, use, ..., create K
Expected results:
teams, communities of practice, networks
(intra org. & cross ESS context)
workplace design („talk rooms“,
conversations „at the coffee machine“,
etc.)
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SO SR
ICT infrastructure supporting K processes
(capturing, sharing, using, creating ...):
explicit K - creation and use of K bases /files
tacit K - limited use (to facilitate communication)
Expected results:
intranet solutions for K files
discovering hidden K (visualization – „see
and know“)
connecting people in time & space (video
conferencing, ...)
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Benefits
SO SR
VAP (... QMS) „up-knowledged“ by KM
Strategic -, tactical -, operational mgnt
Creation of
product &
dissemination
Creation of
PrBD/PuBD
& other work.
DB
Prep. & realis.
of stat.
survey. & data
processing
Customer
& his
requirements
Communication
with customer
def. of way of
obtaining data
marketing
Customer
& his
satisfaction
Info sources mgnt
HRM
Mária Dologová, Ján Dolog
ICT- M
M-Infra
FM
13
SO SR
From embedding K in products / services to
benefits for the institution via BSC
embedding K in products
/ services = creating K
products / services (value
to customer)
- improving K on customers
- developing K sharing culture
- building institutional memory
- improving K-flow across
boundaries
CUSTOMER
.
LEARNING &
GROWTH
VALUE
of the
institution
INTERNAL
PROCESSES
etc.
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SO SR
Thank you for your attention
Mária Dologová, Ján Dolog
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