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Knowledge Management and Retention A looming crisis for the unprepared Presented by VSE Corporation

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Page 1: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

Knowledge Management and Retention

A looming crisis for the unprepared

Presented by

VSE Corporation

Page 2: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Historical Attrition Competition

Retirement

Career Change

Catastrophic Accident

Page 3: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Issues of the 21st Century

Advanced Technology

Specialized Knowledge

Baby Boomer Generation

Uneven Hiring Practices

Expectation: 30% to 50% Attrition within 5 Years

Page 4: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Knowledge at Risk:

Historical Products Still Supported

Networks and Contacts for Problem-Solving

Complex Systems Corrective Actions

Unique Diagnostic Capabilities

Usually Not Adequately Documented

Page 5: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Why Is It Allowed to be Lost?

Critical Knowledge (CK) not Documented

CK not Shared

CK not Recognized as Critical or Unique

Time Required to Document or Share

The Most Critical is Usually the Most Complex

Not a Matter of Risk – A Certainty

Page 6: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Solving the Problem

Step 1: Identify the CK in the WorkforceLeading Questions:

What are our core competencies?

Why have we been able to succeed?

What sets us apart from the competition?

What do we do better than anyone else?

Page 7: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Solving the Problem

Step 2: ID Present Method of Storing CK

May Be Adequate

Improvement may suffice

Major Action May Be Needed

Page 8: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Solving the Problem

Step 3: Identify Who Has the CK

Who Do Managers Rely on Most?

Can Alternates Perform the Function As Well?

Peer Reviews

Who Do Employees Seek Out?

Page 9: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Solving the Problem

Step 4: Develop a CK Storage System

Many Options Available

Must Be Tailored to Organization’s Culture

Must Be Efficient

Critical Balance

Page 10: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Solving the Problem

Step 5: Gather & Store CKDifficulty Dependant On:

Organizational Culture

Amount of Segmentation

Time Available

Resources Allocated

Number of Individuals with CK

Amount of CK

Page 11: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Expected Roadblocks

The Knowledge Miser

Status Achieved Through CK

May Be Reluctant to Relinquish Status

Page 12: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Miser Solution

KM’s Interests Addressed Through:

Org. Ability to Maintain Long-Term Benefits

Potential Near-Term Layoffs

Status Through Knowledge Sharing

Page 13: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Expected Roadblocks

The Distrustful:

Feels ill-treated by Organization

Resentful

No desire to help organization

Page 14: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Expected Roadblocks

The Distrustful Solutions:

Identify Source of Resentment

Re-Establish Positive Relationship

Assign to Project Teams

Page 15: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Expected Roadblocks

The Contractor

CK Increases in Value Near Retirement

CK Considered a Commodity

Give Away Now or Sell Later

Only Delays the Problem

Page 16: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Expected Roadblocks

Contractor Solutions:

Exchange CK Prior to Return as Contractor

Initial Assignment: Clarify process & Methodologies

Page 17: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Knowledge Management Systems

Training• Structured process• Results measured & evaluated• Significant resource requirements

Storytelling• Informal, casual• Social activity

Page 18: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Knowledge Management Systems

Coaching• Provided as needed• Growth process

Exit Interview• Most commonly used• Least effective

Page 19: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Knowledge Management Systems

Critical Incident Report• Easy implementation• Limited application

Network of Specialists• Serious cross-training• Mutual support

Page 20: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Knowledge Management and Retention

Knowledge Management Systems

Exit Interview• Most commonly used• Least effective

Mentoring• More structured than coaching• Dependent on favorable relationships• Most effective, most challenging

Page 21: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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CK Management & Retention Summary

Match Culture, System, and Resources

System Must Be User Friendly

Resource Requirements Increase with Time

Management Choice:

• Develop a System that Captures and Retains CK

• Re-create CK at a later date

• Lose the capability

Page 22: Knowledge Management and Retention · 2017-05-19 · Knowledge Management and Retention Knowledge Management Systems Exit Interview • Most commonly used • Least effective Mentoring

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Contact Information

For additional information:

VSE CorporationRoy Weber858-864-8795 858-385-1902

[email protected]