A comprehensive summary and analysis of the range of projects, outcomes, observations, challenges and lessons learnt from hundreds of KM projects/journeys carried out in the last decade in Hong Kong, China and Asia. Webinar can be replayed at http://158.132.103.175/temp/eric/LL_from_over_200_projects_CoP%20Forum_19-1-2016/

1. Lessons learnt from nearly
two hundred cases of
KM journeys by Hong Kong
and Asian Enterprises
Professor Eric Tsui
Associate Director
Knowledge Management and Innovation
Research Centre (KMIRC)
The Hong Kong Polytechnic University

2. The KMIRC………………….………………….….…1
The Projects…………………. ……………….….…6
Challenges and Solutions…….………………..16
The Theory-Practice Gap……………….….....21
Outcomes and Impact…………..……….……..26
TABLE OF CONTENTS:

3. 1. KMIRC
Knowledge Management and
Innovation Research Centre
Page 1
The Hong Kong Polytechnic University

4. Vision & Mission
1. To conduct research in the interdisciplinary
area of KM, develop various methods and
tools for the implementation of affordable KM
program and systems in various industrial
sectors, organizations and communities.
2. To promote and disseminate the practice of
knowledge management through delivering of
consultancy, training and benchmarking not
only on Hong Kong but also mainland China.
3. To offer advice to practitioners by promoting
KM in Hong Kong.
4. To liaise with local KM bodies and similar
bodies in other countries and participate in
the formulation of various KM practices and
standards. Page 2

5. But the particular strategy
and role of the HKPolyU also
played a significant role, I
believe. HKPolyU is unusual
among universities with KM
on their agendas. They do
research, and they have
a Master’s in KM course, to
be sure, as do other
universities. More than that,
however, their KM group has
been aggressively building a
strong KM consulting practice
in both private and public
sectors – not as sidelines
for their professors and
teachers, but as a kind of
action research learning
experience for both the
clients and the KM group
itself..”
Patrick Lambe
KM Strategist &
past president
of iKMS,
Singapore
Page 3

6. Our uniqueness
“The World
as an Open
Laboratory”
Page 4

7. The World as an Open Laboratory
Research
Teaching
In-house training
Strategy Formulation
Framework Assessment
Strategic Planning
Taxonomy Creation &
Maintenance
IC Audit
Knowledge Audit
Knowledge Retention
Consultancy
Master of Philosophy
Doctor of Philosophy
Organizational
Learning, Knowledge
Audit, Intellectual
Capital, Taxonomy,
Folksonomy, ...
M.Sc. in KM
Certified Knowledge
Professional (CKP)
Dissertation Projects
Final Year Projects (FYP)
Page 5

8. 2. The Projects
1. Final Year Projects (80%)
• 11 months duration
2. Consultancy Projects (15%)
• 4 months to 1.5 years
3. Research Projects (5%)
• Ad hoc
Page 6

9. Types of KM projects
People & process-oriented KM initiatives
•Cultural and Readiness Assessment
•Formulation of a KM Strategy, Framework & Strategic
Planning
•Knowledge Audit & Knowledge Management Audit
•Change Management
•KM Assessment including the definition of metrics &
reporting of Intellectual Capital (IC)
•Community of Practices / Special Interest Groups (SIG)
Technology-oriented KM deployments
•Search Engine configuration, testing & deployment
•Taxonomy development, maintenance & governance
•Collaboration System
•Enterprise Portal
•Electronic Document Management System (EDMS)
•Knowledge / Information Repositories
•Content Management System (CMS) & Applications
(CMA)
•E-Learning
•Intelligent System
•Blogging / Weblogs / RSS Readers / Wikis
Page 7

10. Culture Building
K
Audit
KM
S
Repositor
y
Mentorin
g
AAR
s
Change Management
CoP
s
Storie
s
Peer
Assist
Program
KM
Strategy
IC
Aud
it
Success in KM leads to
Increase in
•Sales
•Customers
•Quality & consistency in
decision making
•Consistency in process
executions
•Organisational Memory
•Social & Professional Networks
•Readiness to respond
•Ability to innovate
•Knowledge about customers,
Reduction in
• Time to search for
information
• Time/Effort needed to
locate/connect with
knowledge experts
• Time to carry out
“knowledge-intensive” tasks
• Time/Effort needed to
resolve a problem
• Printing & mailing costs
• Travel cost & time
• Costs of providing training
KM building blocks
Page 8

11. KM tool, outcomes &
measurements (cont.)
Initiative/Techni
que/Tool/Syste
m
Outcomes Method of
measurement/evaluati
on
Formulation of a
KM Strategy
SWOT analysis from a
knowledge perspective
The balance between
the use of codification
and personalization
approach
Identification of
appropriate soft and
technical KM tools to
support the set KM
objectives
Recommendation of
pilot projects with
timeframes and as part
of a multi-phased
approach to KM
Organisations proceeded with
the pilot projects; start small
to embark on their KM journey
Depending on the KM
initiative, for Community of
Practice, measurements are
based on the number of
members, rate of membership
growth, no. of assets
uploaded/downloaded. For
discussions, measurements are
often based on threads
posted, no of replies and time
lag for the reply, the nature of
the reply etc.
Revisit the strategy to
determine its on-going
appropriateness and
effectiveness; gap analysis to
determine if the strategy and
its implementation need to be
re-aligned
Page 9

12. KM tool, outcomes &
measurements (cont.)
Initiative/Techniq
ue/Tool/System
Outcomes Method of
measurement/evaluati
on
Knowledge Audit Identified a ranked
list of important
explicit assets.
Knowledge flow in
the audited
processes showing
the
creator/owner/origi
nator/user of a
knowledge asset.
Social networks
revealing
connections among
people involved in
the audited
processes and any
major knowledge
centres (people and
repositories, where
others approach for
information) in the
network
Verified list of critical
knowledge revealed by the
Knowledge Audit by
Subject Matter Experts in
the organization
Followup interviews with
stakeholders especially to
validate some unusual
findings in the Knowledge
Audit
Adopted different
methodologies for
Knowledge Audit to
benchmark findings and
identify variations
Carry out Knowledge Audit
periodically to obtain
updated information to
support decision making
on KM strategies, systems
and processes
Page 10

13. KM tool, outcomes &
measurements
Initiative/Technique
/Tool/System
Outcomes Method of
measurement/evaluati
on
Taxonomy creation
and Search Engine
customization
Improved
schema for
storing
information;
common
consensus
among staff on
where to
save/find
information;
enabled faceted
search and
enhanced the
ranking of
search results in
the display
Complexity of the
taxonomy in terms of
levels, no of branches,
levels and the size of the
controlled vocabularies
Reduced time to search for
information, both for the
navigation method and
keyword searching
More intelligent search
engine that identifies
synonyms, recovers from
incorrectly typed words
Monitor and analyse
search engine log for
entered keywords with no
matches; reviewing this on
a regular basis can provide
valuable information to
fine tune the taxonomy as
well as the search engine
configurations
Page 11

14. KM tool, outcomes &
measurements (cont.)
Initiative/Technique
/Tool/System
Outcomes Method of
measurement/evaluati
on
Revamp of a
Knowledge Portal
Re-design of the
user interface,
the layout and
content of the
portal,
introduction of
Web 2.0 tools
(Wiki and RSS)
to enhance
collaboration
and information
awareness,
change
management to
help users adopt
the portal
User-adoption statistics
Reduced time on the
retrieval of information and
documents from the portal
Refined and more accurate
search results from the
search engine
Monitoring and review of
the search engine log to
identify abnormal search
queries and common
keywords encountered but
not adopted in the
taxonomy
Governance model
established to review,
discuss feedback on a
regular basis and action on
improvements
Page 12

15. KM tool, outcomes &
measurements (cont.)
Initiative/Technique
/Tool/System
Outcomes Method of
measurement/evaluati
on
Near-miss reporting
database
Overcome
people’s
reluctance to
report nearly
occurred
accidents in
hospitals.
Culture change.
Design and
development of
a database
capturing near-
miss cases
reported from
and shared
among 10
hospitals
The steadily growing size
of the database
Frequency of access and
download of these cases
from the site
Survey on the rise in
awareness and usefulness
of the database for
accident preventions
A culture among staff to
willingly report near-miss
cases with fear of
repraisals
Page 13

16. KM tool, outcomes &
measurements (cont.)
Initiative/Techni
que/Tool/Syste
m
Outcomes Method of
measurement/evaluati
on
Stories database Elicited stories about
a given theme/topic
are transcribed into a
database. Indices
and keywords are
created to tag these
stories for easy and
fast retrieval
Stories are verified by the
tellers before they are
being finalized.
Measurements include the
number of stories elicited,
the percentage of stories
deemed to be admissible
to the story database (for
its completeness, integrity
and perceived usefulness),
organization continuing
efforts to adopt storytelling
and stories as knowledge
harnessing and knowledge
sharing methods.Anecdotal
feedback on the usefulness
of the collected stories;
comparison of the revealed
knowledge with existing
training materials and also
monitor the
access/retrieval of the
stories for training and
learning purposes
Page 14

17. 3. Challenges & Solutions
Page 16
The Eleven Deadliest Sins Of Knowledge
Management (California Management Review Vol. 40, No.
3, 1998, pages 265-275) by Liam Fahey and Laurence Prusak:
• No working definition of knowledge
• Emphasizing knowledge stock to the detriment of
knowledge flow
• Viewing knowledge as existing predominantly
outside of the heads of individuals
• Not understanding that a fundamental
intermediate purpose of managing knowledge is
to create shared context
• Paying little heed to the role and importance of
tacit knowledge
• Disentangling knowledge from its uses
• Downplaying thinking and reasoning
• Focusing on the past & present but not the future
• Failing to recognize the importance of
experimentation
• Substituting technological contact for human
interface
• Seeking to develop direct measures of knowledge

18. 3. Challenges & Solutions
Challenge Solution(s)
The Business-IT
divide – leads to
insufficient end-
users and Subject
Matter Experts
(SMEs) input
Create joint teams, group together
stakeholders from different
departments in a KM project, avoid any
single department to be the sole
“owner” of a project. Rotate members
and expand teams opportunistically
Technology is
adopted before a
strategy has been
created e.g. a KM
system is installed
but it was later
found out to be mis-
aligned with user’s
needs
Insist on the formulation of a KM
strategy at the early part of the
journey. While not always necessary, a
Knowledge Audit may be carried out to
identify the critical knowledge, the
knowledge gap, type of knowledge and
the people who create and use this
knowledge. Having such information
greatly enhance the alignment of any
KM tools with user needs. Manage the
client’s expectation that the strategy
and the audit may need to be carried
out routinely; they are not a one-off
activity
Over-emphasis on
KM systems (i.e. the
containers),
insufficient focus on
the knowledge
Conduct knowledge audit; some
knowledge may not be migrated to the
new system. Identify critical knowledge
assets and develop taxonomies to help
categorise the assets in the KM systems
Page 17

19. Challenges & Solutions (cont.)
Challenge Solution(s)
KM is
treated/
viewed as a
project
Demonstrate and convince senior
management that recurrent funding is
important to support the KM journey
as there are on-going needs (e.g.
change in external/internal
environment) to maintain the
taxonomy, content, systems, user
learning of new techniques etc.
Poor/Lack of
configuration of
the search engine
and/or lack of
user training –
compromise the
effectiveness of a
high power
enterprise search
engine
This is a common problem across
many projects. Insist on having
regular business input in the
configuration, tuning and testing of
the search engine; review search
engine log to identify improvement
areas and set up a governance model
to gather feedback, identify and
action on improvements on a regular
basis. Publishing of usage tips and
conduct of user training can also help
to raise awareness and usage of high
power search engine
Page 18

20. Challenges & Solutions (cont.)
Challenge Solution(s)
Skepticism
about how
to monitor
and govern
the use of
Web 2.0
tools limits
bottom-up
knowledge
sharing
Advised organistions to adopt WIKI and
RSS (rather than blogs) for trials inside the
organization. WIKIs are used to foster inter-
departmental collaboration on compiling
complex, de-centralised documents for
example. RSS is adopted to keep up
information awareness on specific topics;
feeds are calibrated to deliver new and
relevant information to individuals, teams,
groups, and the entire organization, usually
via the Enterprise Knowledge Portal. As
these two types of Web 2.0 tools can be
easily aligned to support collaborative work
and learning (and information awareness),
they are seen as easy entry points for
introducing Web 2.0 into the workplace.
Once knowledge and confidence are
gained, other Web 2.0 tool can be explored
for adoption
Indecisivene
ss on the
capture &
share of tacit
knowledge
in processes
With input from the Business and IT
departments, KMIRC has helped
organisations to customize their Electronic
Document Management System (EDMS) or
Business Process Management System
(BPMS) thereby requiring users to codify
and record the tacit knowledge behind their
decisions into the system so that other
users can better ascertain the chain of
reasoning throughout the execution of a
business process.
Page 19

21. Observation
For organizations which are new to KM, they focus on
•Awareness raising / Readiness Assessment
•Strategy Formulation / Strategic Planning
•Identify, rank and pilot of KM initiatives
•Knowledge Audit, Social Network Analysis
•EDMS, Search engine, portal deployment
•Taxonomy Creation and Maintenance
For organizations that have already started KM, their
focus are principally on
•Sustainability of KM programs, culture building
•Strategy revisit, gap analysis
•Embodiment of knowledge in business processes
•Knowledge distillation and harnessing
•Soft KM tools/skills
•Health checks & Benchmarking
Page 20

22. 3.The theory-practice gap
“Have done
close to 200 KM
projects, one
can clearly
identify several
major areas
where KM
theories
(covered in
books) and
practice differ,
and those
practical issues
that are not
commonly
addressed but
nevertheless
important.”
Page 21

23. 3.The theory-practice gap
“Have done
close to 200 KM
projects, one
can clearly
identify several
major areas
where KM
theories
(covered in
books) and
practice differ,
and those
practical issues
that are not
commonly
addressed but
nevertheless
important.”
Page 21

24. The theory-practice gap (cont.)
1. Knowledge Audit and
Knowledge Strategy: Which
one comes first?
2. Similarities of KM strategies
among MNCs, local companies
& SMEs
3. “Zero-budget” KM
4. KM journey rarely starts from a
“clean sheet of paper”
5. Factors for sustaining the use
of KMS are different from
factors that affect adoption
6. People are lazy when tagging
7. Natural KM “entry points” in
organisations
Page 22

25. Typical obstacles & excuses
1. There is no budget for doing
KM
2. People are not willing to share
3. Everyone is already over-
loaded; we do not have time
4. Our staff are not IT-savvy; they
refuse to learn to use new tools
5. We do not have the skills nor
the expertise
6. How can I ensure the
codified/elicited knowledge is
correct and complete?
7. I cannot measure and justify
the benefits?
Page 23

26. Causal Failure Factors
(Source: Alan Frost, 2015)
1. Lack of performance indicators
and measurable benefits
2. Inadequate management
support
3. Improper planning, design,
coordination, and evaluation
4. Inadequate skill of knowledge
managers and workers
5. Problems with organisational
culture
6. Improper organisational
structure
Page 24

27. Resultant Failure Factors
(Source: Alan Frost, 2015)
• Lack of widespread contribution
• Lack of relevance, quality, &
usability
• Overemphasis on formal
learning, systematisation, &
determinant needs
• Improper implementation of
technology
• Improper budgeting & excessive
costs
• Lack of responsibility &
ownership
• Loss of knowledge from staff
defection & retirement
Page 24

28. Some easy KM “entry points”
1. Babybomers Retirement
Syndrome
2. High turnover of k-workers
3. Excessive time spent on locating
explicit assets & experts
4. Avoid re-inventing the wheel
5. Maintain consistency in decision
making
6. Milestones during evolution of
enterprise applications
7. Harnessing collective wisdom for
innovation
8. Data-driven approach to
decision making
Page 24

29. Experience shared by APQC
“Firms that document their KM
strategies are 3x more likely to
leverage institutional knowledge
for competitive advantage.”
“Firms with cross-functional KM
steering committees are 3.5x
more likely to have KM programs
that are aligned with the broader
business vision and strategy.”
“Firms that regularly benchmark
their KM programs are 5x more
likely to successfully address
barriers to knowledge sharing and
reuse.” Page 25

30. 5. Outcomes and Impact
a. Our students and graduates
b. Partnering organisations and
clients
c. Recognition of KMIRC
expertise and efforts
Page 26

31. Department of Industrial & Systems
Engineering
Our Graduates / Students
Page 27

32. Partnering organisations and
clients
• Absolute majority of them
continue with their KM journey
• Some are showing evidence of
higher KM maturity
Page 28

33. The MAKE Award
Page 28

34. Partnering organisations and
clients winning MAKE awards
Since 2008, there have been
• 6 Global MAKE (IOU) winners
• 33 Asian MAKE winners
• 52 HK MAKE winners
• 36 Mainland China MAKE winners
Page 29

35. Page 30

36. Recognition of KMIRC
expertise and efforts
Page 31

37. This course is suitable for participants from
various background. No prior technical
background is assumed.
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38. Lessons learnt from nearly
two hundred cases of
KM journeys by Hong Kong
and Asian Enterprises
Professor Eric Tsui & the KMIRC team