Using process improvement techniques to add value to content
Posted by Cindy Farris Thu, 15 Feb 2007 14:57:00 GMT
Ye old knowledge management truth – automating a mess just produces a faster mess.
Source: H. James Harrington, Business Process Improvement
Not all knowledge is good knowledge. KM solutions are more effective when the content undergoes a business process improvement (BPI) review. There are numerous types of business process improvement systems; some are very complex and quite costly to implement. The following process is a simplified system based on the Six Sigma five-step process for quality improvement initiatives called DMAIC (da-MAY-ihk)
Define the problem/challenge and member requirements/expectations – needs assessments are essential to creating successful knowledge sharing solutions. You can not build in a vacuum; you have to understand your member and the need you’re trying to satisfy through a knowledge tool. Examples of needs assessment tools:
- Surveys, exit polls, focus groups, SME interviews, round table discussions
Measure the problem/defects and member requirements/expectations – another knowledge management truth from H. James Harrington, “if you cannot measure it, you cannot control it, if you cannot control it, you cannot manage it.” If you want to manage knowledge in your organization you have to control it. The use of confirmation of learning exercises and performance measurements are two of the easiest ways to implement metrics in your association. Examples of metrics:
- Confirmation of learning exercises at the conclusion of a learning experience. The group pass rate confirms the success or failure of the transfer of learning.
- MLS violations rate before and after the implementation of online MLS Rules solution.
Analyze the issues and understand the causes – this ties back to the needs assessment process. To develop effective solutions, you need to fully understand all of the underlying issues and the cause of the issues. This isn’t easy to do – members can express a learning need, but may have difficulty articulating their expectations of the learning experience. Examples of how to analyze issues:
- Using root cause analysis with a focus group:
- First phase – brainstorm all possible cause of a problem or issues
- Second phase – narrow the list of causes down to 3-7 and prioritize through group voting
- Third phase – prepare a detailed analysis of the narrowed list of possible causes
Improve the process – remember that not all knowledge is good knowledge. This is your opportunity to leverage the skills and talents of top performing members to benefit all of your members. Example of improving the process:
- Interview SMEs to learn best practices for researching and interpreting public records; document these practices; apply BPI to refine the practices and make them repeatable with consistent results. Publish the refined practices.
Control the process – using metrics to control the process and ensuring that it produces consistent results enables you to increase the efficiency and effectiveness of the outcome. Example of how to control the process:
- Implement confirmation of learning in a facilitated knowledge session to ensure that learners are able to repeat processes shared in the classroom. Learners are required to score 80% or higher on the exam and each facilitator must maintain a pass rate of 85% or higher in each session. Learners are given the opportunity to retest is they are unsuccessful in achieving the target score. If facilitators fall below the target pass rate, they are coached on knowledge transfer skills.