embedding knowledge management in the qms mária dologová, qm, so sr, slovakia ján dolog, eoq...

Embedding Knowledge management Embedding Knowledge management in the QMSin the QMS

Mária Dologová, QM, SO SR, Slovakia

Ján Dolog, EOQ senior consultant for QMS

Q2008, Rome, 8-11 July 2008

SO SR

SO SR

Mária Dologová, Ján Dolog 2

Contents

NSI and managing knowledge

Integration of KM into the QMS

content focus

suitable infrastructure

Benefits

SO SR


NSI - environment• need for statistical K products / services - for successful implementation of policies

• changes of statistical procedures, methods

• integration – need to exchange K within ESS, ...

• lack of resources - need for intensive develop.

• LF mobility, seniority - threat of loosing K

• ICT development

NSI and managing knowledge

NSI - character

• K organisation

• high level of embodied K power on the side of . individuals

• high level of tacit K

K - key resourceKM - key competence

SO SR


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Strategic -, tactical -, operational mgnt

Customer Customer & his & his satisfactionsatisfaction

Customer Customer & his & his requirementsrequirements

Info sources mgnt

HRM ICT- M M-Infra FM

Isolated ad-hoc approach to KM

SO SR


integrate KM into the QMS (VAP +SP)

... achieve „up-knowledging“ of the QMS

Conscious & systematic approach to KM

SO SR


Supportive Infrastructure:

Organisation of work

HR practices- Culture -

ICT

...2)

institution-wide projects related to its strategic goals 1)

Decision on KM implementation

Decision on Content focus:

Integration of KM into the QMS

SO SR


Decision on KM implementation

Reflected in:

Vision (we are ... information and knowledge institution ...)

Mission (... to provide statistical products and services . with the aim to support the improvement of information . and intellectual capital of our customers ...)

Common shared values (... knowledge sharing, . openness to new ideas, ...)

Strategic objective (... implement KM to support . strategic objectives of the institution ...)

general approach, supported by SO SR examples

SO SR


Decision on content focus

Projects covering NSI processes clearly linked . to strategic objectives and heavily depending on K

(VAP – value-adding process

... it contributes directly to creation of value to customer ... . especially through creation of knowledge products / . services)

then focus on: K needed (resulting) in (from) the process(K audit – what, who, where, how, what for?)

SO SR


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IN: K of customer „language“, K on product required – K on customer intention, goals, way of using the product, comm. skills (elicitation), K on transfer of requirements into product specification, ... etc.

OUT: customer KB, ..., K on way of obtaining input data, K on suppliers, intro K on way of producing the product, meeting records, ..., lessons learned, good practice, ... etc.Expected results:

K basesint. and ext. experts online

„who knows what“

SO SR


Supportive infrastructure:

HRM practices - creation of suitable culture encouraging:

continual interest in own learning / development, willingness to share and use K (tacit!)

based on: trust, reciprocity, fairness

Expected results:

revised priorities in all HRM practices - esp. in development & learning, motivation - performance mgnt & rewards)

managing K workers! (coaching)

SO SR


Organisational forms / structures encouraging K sharing by:

putting people with different K together and allowing them to share, use, ..., create K

Expected results: teams, communities of practice, networks (intra org. & cross ESS context)

workplace design („talk rooms“, conversations „at the coffee machine“, etc.)

SO SR


ICT infrastructure supporting K processes (capturing, sharing, using, creating ...):

explicit K - creation and use of K bases /files tacit K - limited use (to facilitate communication)

Expected results: intranet solutions for K files

discovering hidden K (visualization – „see and know“)

connecting people in time & space (video conferencing, ...)

SO SR


VAP (... QMS) „up-knowledged“ by KM

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Strategic -, tactical -, operational mgnt



Info sources mgnt

HRM ICT- M M-Infra FM

Benefits

SO SR


VALUEof the

institution

LEARNING & GROWTH

CUSTOMER .

INTERNAL PROCESSES

embedding K in products / services = creating K products / services (value to customer)

- improving K on customers - developing K sharing culture- building institutional memory - improving K-flow across boundaries

etc.

From embedding K in products / services to benefits for the institution via BSC

SO SR


Thank you for your attention

embedding knowledge management in the qms mária dologová, qm, so sr, slovakia ján dolog, eoq...

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