Transcript Knowledge Transfer Concepts - Wyoming Workforce Planning …

Knowledge Transfer
Concepts
Presented by the Human Resources Division
Department of Administration & Information - Human Resources
Workforce Planning
The process of ensuring that the right
people are in the right place at the right
time to accomplish the agency’s
mission.
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Why Workforce Planning?
Helps accomplish agency mission more
effectively and efficiently
Helps ensure replacements are available to
fill important vacancies
Provides realistic staffing projections for
budget purposes
Helps agency retain institutional knowledge
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State of Wyoming Workforce Planning
State agencies are encouraged to develop a
strategic view of human resource needs,
including the development of a workforce
plan, with the assistance of the division of
personnel, to address the future needs of
the state agency.
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State of Wyoming Workforce Planning
…it is essential that managers in all state agencies
anticipate and plan for the eventuality of
retirement of the state’s seasoned workforce in a
manner that does not undermine the state’s
workforce or create morale problems among less
experienced staff who are preparing for
promotional opportunities created by retirement
of their co-workers.
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Knowledge Management
A systematic approach to finding,
understanding and using knowledge to
achieve organizational objectives.
Consists of deciding:
> What is to be shared
> With whom it is to be shared
> How it is to be shared
Sharing and using it
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Types of Knowledge: Tacit
Knowledge that people carry in their heads. It
is difficult to access and most people are not
even aware of what they possess or how it is
of value to others. It provides context for
ideas, experiences, people, and places and is
not easily captured.
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Types of Knowledge: Explicit
Structured – Data elements that are organized
in a particular way for future retrieval, e.g.
documents, databases, spreadsheets
Unstructured – Information not referenced for
retrieval, e.g. emails, images, audio or video
selections
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Knowledge Transfer
The process of sharing knowledge between
one person and another
If knowledge has not been absorbed, it has
not been transferred
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Knowledge Transfer Tip #1
Managers may have some knowledge
transfer methods already in place
Consider using those methods as the
foundation for the knowledge transfer plan
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Knowledge Transfer / Management
Strategies
Job Aids
Mentoring Programs
Process Documentation
Best Practice Meetings or Studies
Communities of Practice
Retirees on Retainer
Job Shadowing
Expert Systems
Critical Incident Reviews
Electronic Performance
Support System
Storyboards
Storytelling
Double fills
Document Repositories
Job Rotation
Knowledge Fairs
Knowledge Maps
Structured On the Job Training
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Job Aids
Anything that helps people perform in real
time.
Knowledge can be stored in the job aid and
accessed through low-tech methods by
performers when the need arises.
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Mentoring Programs
Mentors offer advice in a situation on what to
do, how to do it and why it is worth doing.
A mentor is an experienced performer and
rarely the mentee’s supervisor, since
effective mentors should have no
performance management interest in the
development of another person.
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Process Documentation
Process documentation involves flowcharting
how work is performed.
It may include special variations in what
performers should do or how they should do
it based on special circumstances such as
deviation from norms.
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Best Practices Meetings or Studies
Best practices meetings or studies look for different
processes or systems to perform work that have had
measurable success and effectiveness and are
likely transferable.
Best practices are found in a variety of ways; through
meetings of similar functional groups, polling
employees or surveying for best practices.
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Communities of Practice
A community of practice is a group that
comes together to share information about
a common problem, issue or topic.
Such communities may meet in person or
online; critical incidents or best practices
are often discussed at these meetings.
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Retirees on Retainer
Retirees on retainer is typically having experts
available to train or share specialized
knowledge.
What are the State’s limitations when agencies
want to re-hire retires?
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Job Shadowing
A less-experienced performer is paired up
with a veteran performer to transfer
knowledge.
The veteran is asked to share knowledge
(and perhaps hands-on practice) in dealing
with everyday problems in addition to the
most difficult situations he or she has
faced on the job.
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Critical Incident Reviews
A critical incident is a difficult situation.
By documenting the critical incident
experiences for the organization’s most
experienced performers, the organization can
capture lessons for knowledge transfer.
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Story Telling
A story is a description of what happened in
a situation. If you hear “what really
happened” you are hearing a story. Story
telling can be a most effective way of
transmitting wisdom from one person to
another.
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Document Repositories
A collection of textual showrooms that can be
viewed, retrieved and interpreted both by
humans and by automates.
A document repository adds navigation and
categorization to the information stored.
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Structured On the Job Training
Instruction takes place on the actual job site,
usually involving learning skills or procedures
in a hands-on manner following a defined
structured learning process.
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Knowledge Transfer Tip #2
Formalize existing processes.
Keep the Knowledge Transfer Plan effective
and appropriate to the work.
Monitor and evaluate the plan to ensure the
knowledge truly is transferred.
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Roles & Responsibilities
HR & A & I Consultants
Agency Managers
> Identify critical
components and KSA’s
> Develop Knowledge
Transfer Plan
> Assure Plan is
accomplished
> Assist managers in
identifying KSA’s
> Assist managers in
developing Knowledge
Transfer Plan
> Available for ongoing
consultation
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“Knowledge is the most important raw
material of government; working with
knowledge is its most important
process; and knowledge is what citizens
expect government to provide.”
Thomas A. Stewart
Editorial Director
Business 2.0 Magazine
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