The Ins and Outs of Measuring Knowledge Management
In this article, APQC CEO Carla O’Dell and APQC Executive Director Cindy Hubert describe their approach to measuring knowledge management (KM) programs, including:
- aligning measures with strategic goals and objectives;
- achieving the right balance of activity, process, and outcome measures;
- selecting an appropriate measurement approach based on the maturity of your KM program; and
- using analytics to prove your KM business case and continuously improve your approaches.