Integrated Knowledge Management Framework

As part of my master thesis I developed a framework for the successful implementation of an IT-driven Knowledge Management project: the introduction of an Expert System for the Support organization.

This is based on the combination of practical experience as a project manager of the introduction of an expert system at a medical devices manufacturer and theoretical considerations provided by Amrit Tiwana in his book (The Knowledge Management Toolkit: Practical Techniques for building a Knowledge Management System, 2000).

The derived model consists of four phases. The resulting framework combines the benefits of both worlds: theory and practice.

PHASE I: IS-ANALYSIS
Where are we – and where should we be?

• Alignment of Knowledge Management and Business Strategy
• SWOT Analysis
• Analysis and audit of the existing infrastructure and processes
• Benefits, needs of a KM initiative (measure ROI)

What is our goal – and how will we reach it?

• Project Goal Definition
• Project Management (time, budget, quality, risks, identification of stakeholders)
• Design the KM Team (expertise, organizational structure, responsibilities)
• Rough Requirements analysis

PHASE II: KM SYSTEM IDENTIFICATION
What should the perfect solution look like?

• Create the KM Blueprint (incl. make or buy decision)
• Content Selection
• Conduct a Detailed Requirement Analysis (RFP, including Use cases and Requirements)

Which vendor proposes the best solution to our requirements?

• Evaluate the KM Systems (RFP results, references, demo accounts, “Beauty Contest”, Presentations)
• Conduct a pilot project
• Evaluation of the pilot (surveys, user interviews, key-user feedback)
• Decision on vendor

PHASE III: DEPLOYMENT
How can we deploy the system?

• Conduct contract negotiations
• Perform System Deployment (Installation, Configuration, Customizing, Training, Testing)

How can we improve culture and adapt processes?

• Manage Change, Culture and Reward Structures
• Roll-out and ongoing user support

PHASE IV: EVALUATION AND REFINEMENT
How did it work out?

• Evaluate Performance
• Perform Lessons Learned

How can we move on from here?

• Incrementally refine the KMS
• Launch additional KM Measures

Feel free to add your comments.