Knowledge Retention: Strategies and Solutions

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ISBN: 9781420064650 | 1420064657
Cover: Hardcover
Copyright: 8/14/2008

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As the baby boomer generation approaches retirement age, many organizations are facing the potential crisis of lost knowledge. Devised to help those organizations who are dependent on the accumulated knowledge of stakeholders, this book details a proactive approach to knowledge retention. Written by Jay Liebowitz, one of the most sought after knowledge management experts, this text explains how to identify at riskknowledge areas, and then demonstrates how to keep those areas from becoming knowledge vacuums. To reinforce his points, the book contains case studies from The Aerospace Corporation, Chevron, and Knowledge Harvesting Inc., which have become models for the implementation of knowledge retention strategies Â

Preface	p. xi
Acknowledgments	p. xiii
Author	p. xv
Setting the Stage	p. 1
Possible Barriers to Knowledge Retention	p. 4
Building the Corporate Memory of the Firm	p. 6
Summary	p. 6
Determining Critical "At-Risk" Knowledge	p. 7
Easy-to-Accomplish Knowledge Retention Techniques	p. 15
Interviews	p. 15
Mentoring	p. 17
The Mentoring Program at Johns Hopkins University (JHU)	p. 19
Oral Histories, Storytelling	p. 19
Cheat Sheets	p. 21
Exit Interviews	p. 21
The Bible	p. 22
After-Action Reviews	p. 23
Online Communities, Wikis, Blogs, Social Networking Sites	p. 24
Reference	p. 24
Developing a Knowledge Retention Framework	p. 25
The Pillars of Knowledge Retention	p. 26
Recognition and Reward Structure	p. 26
Bidirectional Knowledge Flow	p. 27
Personalization and Codification	p. 28
The Golden Gem	p. 28
Examples: Getting Started in Knowledge Retention	p. 29
References	p. 40
Knowledge Retention: Learning from Others	p. 41
A Short Case Study: The Knowledge Retention Program for the Office of the Deputy Inspector General for Auditing (ODIG-AUD)	p. 41
People	p. 41
Process	p. 42
Technology	p. 43
Summary	p. 43
Best Practices of the Private Sector and Universities for Using Retirees as a Form of Knowledge Retention and Transfer	p. 44
Other Lessons Learned in Knowledge Retention	p. 46
Learning from Others about Lessons Learned Systems and Processes	p. 48
What Works and What Does Not	p. 48
Possible Lessons Learned: Proof of Concept Criteria	p. 52
References	p. 53
Calculating the Loss of Knowledge	p. 55
The "Grayout" Factor	p. 55
Turning Knowledge Loss into a Positive Gain	p. 58
Knowledge Retention at Tennessee Valley Authority (TVA): Assessing Knowledge Loss	p. 59
Summary	p. 60
References	p. 61
Using Organizational Network Analysis to Inform Knowledge Retention Efforts	p. 63
Case Example: The Department Organizational Network Analysis	p. 64
Respondent Demographics	p. 64
Insights Gained from the Department Organizational Network Analysis (ONA)	p. 64
Knowledge Retention Recommendations Based on the Department ONA	p. 66
An Example of an ONA Survey Instrument	p. 67
Knowledge Retention through the ONA Lens	p. 72
References	p. 72
Case Study: Knowledge Harvesting during the Big Crew Change	p. 73
Business Case	p. 74
The Learning Life Cycle	p. 75
Knowledge Retention and Transfer Processes	p. 75
The Role of Knowledge Harvesting	p. 76
Case Study: Capturing and Transferring a Complex Technical Process	p. 78
Focus	p. 79
Find	p. 80
Elicit	p. 81
Organize, Package	p. 82
Expert's Review and Comments	p. 83
Peers' and Stakeholders' Evaluation and Comments	p. 83
Chevron's Experience with Knowledge Harvesting	p. 84
Lessons Learned	p. 84
Knowledge Harvesting-A Useful Addition to Chevron's Knowledge Retention Toolkit	p. 84
The Aerospace Corporation Case Study	p. 87
Introduction	p. 87
Company Background	p. 87
A History of Knowledge Retention (1960 to Present)	p. 88
The Knowledge Management Role of the Aerospace Library and Information Resources Center	p. 89
Knowledge Management within Aerospace-at-Large	p. 90
1960s and 1970s	p. 90
1980s	p. 90
1990s to 2007	p. 91
Knowledge Management Initiatives at Aerospace	p. 93
Communities for Stewardship	p. 94
Knowledge Search	p. 98
Expertise Location	p. 98
Mission Assurance Tools and Frameworks	p. 99
A Closer Look at Knowledge Retention Efforts	p. 100
Knowledge Retention in Communities	p. 100
Knowledge Retention in CoPs	p. 101
Community Wisdom Process (Communities of Practice [CoPs])	p. 101
Knowledge Retention in Communities of Interest	p. 102
Community Metrics	p. 103
Technologies for Efficient Knowledge Collaboration, Capture, and Sharing	p. 103
Institutional Repository (Document Management)	p. 104
Wikis	p. 104
Weblogs	p. 108
Podcasting	p. 108
Knowledge Retention via Storytelling	p. 109
Lessons Learned in Knowledge Retention	p. 111
A Company Library Is a Necessity for a Modern Knowledge Organization	p. 111
Knowledge Is Fragile and Needs Constant Tuning	p. 111
The Soft Stuff is the Hard Stuff	p. 112
Summary	p. 113
References	p. 113
Knowledge Retention: The Future	p. 115
Cross-Generational Knowledge Flows in Edge Organizations	p. 117
Knowledge Retention: Future Challenges	p. 118
References	p. 119
Index	p. 121
Table of Contents provided by Ingram. All Rights Reserved.

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