knowledge transfer strategies: expert transfer

15
Jason Lau Kim Wee 13828 Tay Zhi Wei 13922

Upload: khairul-shafee-kalid

Post on 29-Nov-2014

323 views

Category:

Documents


1 download

DESCRIPTION

The content for this presentation slides were taken from Nancy Dixon's Common Knowledge. This presentation slides were created by students from Essential of Knowledge Management, Universiti Teknologi PETRONAS.

TRANSCRIPT

Page 1: Knowledge Transfer Strategies: Expert Transfer

Jason Lau Kim Wee 13828

Tay Zhi Wei 13922

Page 2: Knowledge Transfer Strategies: Expert Transfer

Introduction

Example From The Book

Example From Our Team

Criteria Related

Design Guidelines

Presentation Outline

Page 3: Knowledge Transfer Strategies: Expert Transfer

Sharing of Explicit Knowledge

Sharing of very Technical Knowledge

Definition: A team facing a technical question beyond the scope of its own knowledge seeks the expertise of others in the organization

Ways to obtain answer to a technical question

Receiving team broadcast question to colleagues

Use a yellow page function to find specific individual

Introduction

Page 4: Knowledge Transfer Strategies: Expert Transfer

Example from the Book

Buckman LabsTechforums

Page 5: Knowledge Transfer Strategies: Expert Transfer

Buckman Laboratories is a leading manufacturer of

specialty chemicals for water treatment, pulp & paper, and leather industries.

Owns and manages an internal forum that acts as electronic discussion groups.

There are 24 sections in the forum and each section is led by a section leader, professional library staffs and sysops.

How Does It Work?

Page 6: Knowledge Transfer Strategies: Expert Transfer

- Nearly half of Buckman employees asked questions before in the forum.

- About 10-20% responded to the questions.

- Others mostly just read and benefit from the forum.

Library staffs try to answer the questions with library resources.

Section leaders make sure questions in the section are answered by themselves or forwarding to others.

Then, section leaders will summarize the content while library staffs archive them to the library.

Page 7: Knowledge Transfer Strategies: Expert Transfer

However, the questions became numerous to be read

and answer for forum users.

Librarians thus make weekly summary of the exchanges of each section for briefer alternative views.

What Came About?

Page 8: Knowledge Transfer Strategies: Expert Transfer

Three more forums are formed for different language groups:

- Foro Latino

- Euro-forum

- AAA

But as non-North Americans associates are familiar with the electronic environment, the forums are merged back into Techforum.

A success factor is that the CEO of Buckman, Bob Buckman actively ask or respond to a question and mention to employees who are not seen active in Techforum.

What’s Next?

Page 9: Knowledge Transfer Strategies: Expert Transfer

Example from Our Team

Technician of Siemens in PETRONAS Refinery,

Malaysia

Service Engineer of Siemens in Headquarters Germany

Technician lodge a report to the headquarters asking how to solve the problem of loud noises produced by the old-model machineries

Service engineer team receives report from technician and provides the solution of clearing the dust and apply lubricant on the machineries (in email)

Page 10: Knowledge Transfer Strategies: Expert Transfer

Criteria Explanation

Similarity of task and context to those of the source team

The technicians being placed in Malaysia is responsible to maintain the machineries being supplied by Siemens while the service engineers in HQ, Germany is responsible to help solve the problems faced by the technical team. The task assigned to both team is different but they both are responsible in solving the problem when a machinery has problem

Receiving team have the absorptive capacity

Since both the source team and receiving team are from the same organization and the machineries they work on are the same, they are able to communicate and the receiving team will be able to understand the instructions and solutions to solve the problem raised.

Criteria Related

Page 11: Knowledge Transfer Strategies: Expert Transfer

Criteria Explanation

Nature of the task

Problems occurring from the machineries are very infrequent but the task is routine as the machine they are servicing is the same

Type of knowledge

The receiving team is asking for explicit knowledge from the source team. The source team will reply to the reports lodge immediately if the know the solution to the problem or they will not reply if they do not have the solution

Functional areas of the organization impacted

Knowledge which is obtained by the receiving team impacts only the source team which is the service engineer team and no other team or department

Criteria Related

Page 12: Knowledge Transfer Strategies: Expert Transfer

Electronic forums are segmented by topic

- Segmentation helps to bring questions to real knowers.

- Otherwise, redundant requests or common answers will occur.

Design Guidelines

Page 13: Knowledge Transfer Strategies: Expert Transfer

Electronic forums are monitored and supported

- An amount of work and time is required to keep the questions and answers moving.

- Some monitoring forms include:

Making rules

Archiving responses

Appoint moderators

Design Guidelines

Page 14: Knowledge Transfer Strategies: Expert Transfer

Differing levels of participation are encouraged

- It is normal for percentage of requests to be higher than percentage of answers.

- Most are passive users benefiting from reading.

Design Guidelines

Page 15: Knowledge Transfer Strategies: Expert Transfer

Knowledge is pulled

- The required answer is “pulled back” instead of having numerous results with only a few being the answer.

Design Guidelines