Below is the pre-conference workshop schedule.
View the full conference schedule for descriptions.
Monday, April 27
Tuesday, April 28
Wednesday, October 2
|Knowledge Management Essentials
||Setting Up a Knowledge Management Program
||Strategies for Measuring Knowledge Management
||Breaking Down the Barriers to Knowledge Management
||Using Knowledge Management to Impact the Customer Experience
|Introduction to Communities of Practice
||Developing and Launching a Community of Practice
||Evolve Your Knowledge Management Program
||Technology Trends and Knowledge Management
||Transferring Critical Knowledge
||Aligning Knowledge Management Activities to Business Outcomes
||Making the Case for Knowledge Management
||Putting Knowledge into the Flow of Work
||Strategic Planning for Knowledge Management
||Techniques for Communicating Knowledge Management
Aligning Knowledge Management Activities to Business Outcomes
Organizations are constantly asking about the return on investment and cost benefits from developing and implementing knowledge management. APQC’s research and benchmarks confirm that best practice organizations can measure how KM activities influence business outcomes and demonstrate tangible value.
This in-depth workshop will provide processes and techniques to build foundational skills for developing, measuring, and analyzing a KM value path. A value path is a technique that maps KM investments (inputs) and activities (process and behaviors) to impacts (outputs) and related bottom-line measures (outcomes).
Participants will learn how to:
- develop KM value scope statements;
- align the KM value path to business process outputs and outcomes;
- develop and align measures to the value path using APQC’s Measurement Alignment Worksheet; and
- conduct value path analysis.
Breaking Down the Barriers to Knowledge Management
When an organization identifies and addresses barriers to knowledge sharing and uses participation and engagement to grow, the culture improves and the likelihood of achieving ROI from KM increases. It is vital to appreciate the culture of your organization and what drives people’s behaviors before trying to implement any type of enterprise-wide change.
This highly interactive workshop will focus on common impediments to knowledge sharing inside organizations. APQC will facilitate participants through a knowledge café to help participants find proven techniques and approaches to systematically identify and mitigate common knowledge sharing barriers. Regardless of the level of maturity your KM capabilities are at, this workshop is designed to provide KM practitioners at all levels innovative solutions for breaking barriers.
- Learn thought exercises to enable understanding of how barriers impact employee behaviors
- Develop plans to apply solutions and approaches to improve knowledge flow
Developing & Launching a Community of Practice
Communities of practice are foundational in supporting the flow of knowledge across the enterprise. The top three purposes of communities of practice are to 1) capture and transfer best practices, 2) capture and transfer lessons learned, and 3) provide access to experts and expertise. Additionally, they support professional development through continuous learning and play a key role in innovation by generating ideas and solutions. To achieve all of this, CoPs must have clear business objectives to be effective. This workshop will focus on best practices and techniques for developing a plan to help your CoP get approval and keep people engaged. The focus will be to help you lay out the problem your CoP will solve and how it will add value to the business.
- Learn how to align CoPs with stakeholder needs
- Identify the key activities for designing a CoP
- Develop a draft CoP charter
- Identify the key activities and enablers for launching a CoP
Evolve Your Knowledge Management Program
Evolving your knowledge management program is a continuous part of the KM journey. “Are we there yet?” is a common phrase heard at all levels of the organization. Focusing on demonstrating success, embedding accountability into the flow of work, and improving current capabilities are important for on-going engagement in KM processes. This session will offer guidance to help organizations evolve and continuously improve their KM programs. Using proven practices and methods from APQC, participants will develop use cases documenting real-life scenarios focused on their current KM capabilities (e.g., approaches, activities, processes, or tools). A peer assist process will provide participants with feedback and insights into improving their scenarios.
- Learn the key steps for evolving a KM program
- Understand techniques for aligning KM to business expectations and knowledge needs
- Use a process for addressing KM infrastructure requirements
- Identify accelerators for engagement and participation
APQC recommends that participants attending this workshop have implemented KM capabilities that are being used across their organizations. This workshop is not recommended for individuals who do not have an existing KM program.
Introduction to Communities of Practice
Communities of practice (CoPs) have been an indispensable approach for over two decades. CoPs help KM programs engage employees and deliver value to an organization by providing a framework for organizing a wide array of KM activities, including gathering and disseminating valuable content to expertise location and networking. As technology and work norms have shifted over the past 10 years, classic CoP structures have evolved in turn. Even long-standing successful CoP programs have had to adapt to disruptions brought on by social media, big data, smart phones, on-demand learning, and the behavioral changes that these new tools engender.
Whether your organization is new to CoPs or has established communities it wants to take to the next level, this workshop offers the latest best practices and lessons to position CoPs for success.
Participants will engage in conversations and activities that address:
- CoP strategy and structure
- CoP processes and tools
- CoP roles, support, and engagement
- CoP measures and value
Knowledge Management Essentials
This introductory workshop is for practitioners beginning their KM journey. Best practices, success stories, and lessons learned will provide participants with the seven fundamentals of KM that are supported by APQC’s research and data. The goal of the workshop is to provide participants what they need to accelerate their planning and implementation of KM.
- Use a mini assessment to determine their current readiness for knowledge management
- Learn the common definition for knowledge management
- Discuss why organizations pursue knowledge management
- Describe common knowledge management approaches
- Identify key roles and responsibilities associated with managing knowledge
- Understand key enablers for getting started and why they are important
Knowledge mapping is a proven technique for connecting knowledge assets to a process, function, or domain. Knowledge mapping is a phenomenal change activity that helps KM practitioners facilitate their business partners in thinking through business operations and knowledge assets needed to support execution of the business. This in-depth workshop will explain why organizations map knowledge; show critical success factors for making and analyzing maps; and demonstrate how organizations use completed maps to improve strategy and operations.
Participants will build skills in this workshop by:
- practicing the tactical steps and tools to scope and complete a knowledge map,
- identifying and analyzing knowledge gaps, and
- using the insights from knowledge mapping to enhance critical knowledge flow in and across business processes.
Making the Case for Knowledge Management
According to APQC research, KM programs with business cases in place are 30 percent more likely to have more than 60 percent of the target audience participating in at least one KM approach. Representatives of these programs are also 64 percent more likely to report that leaders believe the KM program to be effective in achieving its intended purpose and 52 percent more likely to expect approval of their next KM budget to be easy or very easy. Whether formalizing your KM program or investing in new KM capabilities, a business case makes your KM strategy actionable. This in-depth workshop will focus on practical techniques and skills to help KM leaders and managers articulate a value proposition and case for action for KM that will engage senior leadership and secure their commitment. A best-in-class business case template will be used to walk through the important questions your business case should answer.
Participants will learn how to articulate all the key components that make up an effective business case. At the end of the workshop, participants will be given a 20-question assessment to determine if their KM business case is on the right track.
Key learning objectives are to:
Identify opportunities for better knowledge flow and collaboration
- Align to business focus areas
- Define goals and objectives
- Outline the roles and resource expectations required
- Identify critical success factors, barriers, and risks
Putting Knowledge in the Flow of Everyday Work
Embedding knowledge flow processes and KM approaches into the flow of work is the capstone for a KM program. The goal is to integrate knowledge sharing and transfer to the point where these activities are no longer viewed as separate, “KM” pursuits, but rather as integral parts of the work being done. Process management and knowledge management’s symbiotic relationship is important when embedding knowledge management processes and activities into daily work. Business processes are foundational for helping integrate knowledge flow across an enterprise and are filled with knowledge found in decisions, innovation points, and hand-offs. This workshop will focus on how to use principles of process design and analysis for helping knowledge flow across the enterprise. A knowledge management governance focused on processes and roles will be introduced and used to support the interactive exercises.
- Learn common terms and definitions used in process management
- Understand the synergies and connections between process management and knowledge management
- Understand how process frameworks and models support KM
- Develop a governance model for knowledge flow processes
- Identify key roles required to support knowledge flow processes
- Learn techniques to embed knowledge management practices in work processes and flows
Setting Up a Knowledge Management Program
Designing a knowledge management program can be a complex process. Ultimately, a KM program must support and enable business needs and strategies. This workshop will identify proven processes and techniques for creating a call to action for KM, developing a KM strategy, and designing and implementing KM capabilities. Participants will engage in interactive discussions supported by best practices, benchmarks, and examples from APQC’s research to:
- identify and evaluate the maturity of current KM capabilities,
- learn key steps for setting up a KM program, and
- outline the beginning of a KM journey.
Strategic Planning for Knowledge Management
A knowledge management strategy keeps the focus on key business problems and opportunities—and keeps you from losing your way as you develop KM capabilities for your organization. APQC has found that a robust strategic planning process yields a well-thought-out strategy document that captures the essence of your organization’s KM needs, focus areas, and elements for success. This workshop will help participants hone their strategic planning skills by applying the critical steps required to develop, align, and execute a KM strategic plan. Participants will be introduced to a four-phase strategic planning methodology, as well as common definitions and terms used in strategic planning. The workshop is intended for practitioners who are charged with developing a KM strategy or have an existing KM strategy and want to build out their strategic plans.
Using APQC’s strategic planning worksheets and instructor guidance, participants will develop skills to:
- define and scope a focus area to be enabled by KM;
- develop goals, objectives, and strategies for the KM focus area;
- identify roles and resources required to implement the KM strategic plan; and
- identify and assess the barriers and risk to KM implementation.
Strategies for Measuring Knowledge Management
There are three reasons to measure knowledge management: 1) Demonstrate value; 2) Know where to invest more or less in knowledge management; and 3) Drive knowledge-sharing behaviors. Many organizations struggle to measure the gains that knowledge management promises to offer. A KM measurement strategy is vital to build buy-in and show KM leaders and managers where they are succeeding and where further investment is needed to achieve knowledge-related objectives. A good measurement strategy will help drive to higher maturity levels of KM capabilities.
This workshop will focus on various strategies and approaches to systematically measure the efficiency of KM. Through discussion and activities, participants will learn what measures are appropriate for the KM approaches they are using and how to track and interpret those measures over time.
Participants will learn to:
- identify measurement strategies appropriate to level of maturity;
- use APQC’s KM Capability Assessment to understand measurement capabilities and requirements;
- develop an outline of a measurement dashboard for KM; and
- understand the process for monitoring KM measurement over time.
Techniques for Communicating Knowledge Management
The goal of a great KM communication plan is to raise awareness and adoption of KM approaches to positively affect business outcomes. To drive participation in KM processes and approaches, KM messages should convey values, context, and purpose; explain strategy and intent (especially to leaders); or why it’s important to get information to the right people at the right time.
This workshop will bring the best of APQC’s KM communication methodologies, processes, and templates to bear on participants’ KM communication plans. The focus will be on communication strategies and tactics that help participants create a roadmap that moves from building awareness and understanding to commitment and action. APQC will be joined by a member subject matter expert in KM to offer real-world engagement strategies to entice users to try new things and help remove barriers to adoption.
Using characteristics of higher levels KM maturity participants will learn:
- Techniques (e.g., relationship maps, stakeholder analysis) to identify KM stakeholders
- Ways to identify the message(s) and the call to action
- Ways to draft messages that promote KM awareness and participation
- Guidance for creating a KM communication plan
Technology Trends and Knowledge Management
Savvy business and KM leaders are paying attention to the current business technologies influencing behaviors and actions. The technology landscape is rapidly changing, and trends take many forms. Most of the current and new technology trends revolve around the concept of digital transformation. APQC has researched and studied various organizations that are embracing and adopting the new technologies – and achieving great results.
This informative and interactive workshop will focus on the most important ways that new technology can support knowledge management, both in terms of doing the work of KM and applying KM to support the work of the business. APQC will facilitate peer discussions in five areas: integrated cloud platforms, automation and auto-classification, natural language processing and chatbots, cognitive computing, and artificial intelligence (AI) and virtual augmented reality
Participants will learn:
- Common terms and definitions around digital transformation and the emerging or newer technologies that are out there
- Tips for leveraging new technologies to improve knowledge sharing and collaboration
- How new technology can be applied to impact KM
- Lessons and insights from early adopters of new technologies
Transferring Critical Knowledge
Today’s breakneck pace of change contributes to escalating concerns around knowledge transfer. The core of the KM value proposition is to make critical knowledge available when and where it’s needed. Before an organization can connect employees to critical knowledge assets, it must determine what those assets are. Once the knowledge assets have been captured, validated, and made accessible, it is then up to the business to take apply it. This interactive workshop will help participants understand steps needed to match their organizations’ knowledge needs with the right capture and transfer approaches.
- Learn about knowledge transfer drivers and challenges
- Learn the steps needed to use a knowledge risk matrix to evaluate competing priorities
- Understand best practices for critical knowledge transfer
- Learn how to focus through strategy
- Learn how to identify critical knowledge
- Learn techniques for knowledge transfer
- Understand needs to support access, refresh, and application of critical knowledge to realize the value
Using Knowledge Management to Impact the Customer Experience
A customer journey map is a depiction of a customer’s key interactions with the organization – a customer behavior, feelings, and motivations for each interaction or touchpoint. Customer journey mapping can turn customer data into actionable insights. Yet APQC research shows one of the biggest challenges is integrating customer journey maps with other improvement methodologies. This workshop will focus on how to integrate customer journey mapping with continuous improvement and KM.
- Understand how KM activities influence customer’s interactions with your organization
- Understand key features and benefits of customer journey mapping
- Learn the foundational elements needed to develop a customer journey map
- Develop a map tailored to a specific customer experience and a specific product or solution