Knowledge Management UK 2017 Patricia Eng, P.E. Former KM Manager, US Nuclear Regulatory Commission, independent consultant Killing knowledge management: What to look for
About the Speaker Patricia Eng, P.E. Former KM Manager, US Nuclear Regulatory Commission, independent consultant An engineer by trade, Patricia L. Eng served as the US NRC’s Senior Advisor for Knowledge Management from 2008 – 2013 where she managed efforts to collect, capture and categorize knowledge from agency subject matter experts, focusing on areas of highest knowledge risk. NRC’s KM program saved the agency almost 60 million dollars in operating costs in 2009/2010, and received the MeriTalk 2010 Merit Award for innovative approach to enhance efficient and effective government communications. Before working in KM, Patricia worked in various technical departments within the US NRC and was on loan to NASA for 4 years to work on nuclear related matters. Now retired from NRC, Ms. Eng has co-authored the book Navigating the Minefield – a Practical KM Companion based on interviews of 18 successful KM professionals across the globe. When not travelling for fun, she speaks and conducts workshops on practical KM tactics and techniques, both in the U.S. and abroad.
WHEN THE WIND TURNS AGAINST YOU Patricia Lee Eng, PE
THE NRC KM STORY • Started from scratch • Strong “C” suite support • Made lots of mistakes • Addressed pain points • Gained credibility
KM ACTIVITIES • Quarterly Sr Mgmt Meetings • Monthly KM Staff meetings • KM Cafes in HQ and Field Offices • Mid level managers involved • Agency wide participation • Agency wide KM Fair (63%) • ROI: $60M in 2 years • External recognition
LOTS OF PEOPLE IN THE BOAT
THEN THE WIND SHIFTS . . .
MANAGEMENT “RETHINKS” • Loss of “C” Suite Champion • Transferred KM to HR • New boss Focused on Training • KM seen as “running itself” • Fewer people in the boat
Changes • Substitutes sent to Steering Committee Mtgs • Managers not queried on KM • Focus on more with less • Resources slowly diverted; staff redirected • IT staff stalled software integration • Asked to create a course on “What is KM?”
The Navigating Project • KM Failure is not uncommon – NHS – U.S. NRC • Interviews revealed commonalities: – BP – HP/Digital – Large international engineering firm – US Army
Commonalities from Interviewees – NEW CEOs, acquisition or merger. – New mgmt focuses on the bottom line. – New mgmt doesn’t look at what made company successful – Little done to identify critical knowledge – Tacit knowledge not considered – Success stories out of date or not aligned with new focus – SMEs leave or get apathetic – KM Program Manager • Blindsighted • Overwhelmed – burn out Average life span is 4 years
HOW WOULD YOU AVOID THIS?
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