Measuring the Impact of Knowledge Management
Course Description
This course will focus on identifying measurement strategies appropriate to your level of Knowledge Management (KM) maturity. Participants will be introduced to a variety of processes and tools to track the impact of KM activities on business processes and organizational outcomes. Through discussion and activities, participants will learn which measures are appropriate for their KM approaches, understand the process for monitoring and adapting measures over time, and gain insight into measurement practices at other organizations.
Learning Outcomes
- Review the fundamentals of measuring KM and why measurement is important
- Discuss measurement approaches appropriate to your organization’s level of KM maturity
- Discuss how to develop a measurement approach
- Gain insight into measurement practices at other organizations
Audience
Individuals in organizations who are developing their KM programs, preparing a budget for KM and building standard, replicable KM processes.
As an IACET Accredited Provider, APQC offers between .4 and .8 CEUs for this course that comply with the ANSI/IACET Continuing Education and Training Standard.
Syllabus
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- Why Measure Knowledge Management?
- Knowledge Management Definition
- Knowledge in Action Creates Value
- A Portfolio of KM Approaches
- APQC’s KM Measurement Framework
- KM Measurement Activities
- Activity
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- Measurement Strategies
- Example: Nextera Energy
- APQC’s Levels of Knowledge Management Maturity
- Measure at Each Level of KM Maturity: Level 1
- Level 1 – Storytelling
- Benchmarking & Assessment
- Measure at Each Level of KM Maturity: Level 2
- Level 2 – KM Satisfaction Survey Example
- Level 2 – KM COP Satisfaction Survey Example
- Measure at Each Level of KM Maturity – Level 3
- Level 3 – Standard Measures Example
- Measure at Each Level of KM Maturity – Level 4
- Level 4 - KM Measures integrated into Business Performance Scorecard Example
- Measure at Each Level of KM Maturity – Level 5
- Level 5 – Correlation with Business and Human Performance Outcomes Example
- Activity
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- Measurement and Your Audience
- What Should You Measure?
- Measures
- Categories of Measurement
- Common KM Measures
- Activity
- The Big Picture
- Link KM Activities to the Business
- Value Path Examples
- Activity
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- Why You Should Benchmark Your KM Program
- KM Programs Have Become Leaner
- Staff are the Biggest KM Investment
- At the Median, KM Staffing is Leaner
- Benchmark Your KM Program
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- Highlights and Wrap-Up
- Course Evaluation