This document summarizes a presentation given by Alexandra Lederer on knowledge management. The presentation discusses both the potential "heaven" and "hell" scenarios for knowledge management initiatives. It identifies 10 critical success factors for effective KM, including having a desire and need from end users, integrating KM with other initiatives, creating a knowledge mapping and strategy, inspiring sponsors, skilled facilitators, education and coaching, maintaining momentum, sharing value through knowledge and wisdom, nurturing trust, and planning and measuring. The presentation provides examples from Alexandra's experience implementing KM at Amadeus and Genea to illustrate how to apply these success factors. It also includes exercises for attendees to assess their own organization's KM efforts.

1. Knowledge Management: towards
heaven or hell?
Alexandra Lederer
Summer Brunch
February 2014

2. 
Alexandra has over 6 years experience as an internal Knowledge Management Consultant at Amadeus,
and over 7 years in the learning and development area.

She has consulted within Amadeus to design knowledge management strategies and solutions, delivering
uniformity across the business. Alexandra has a preference for a pragmatic approach and has designed and
applied a number of tools that she is happy to share.

In her current position as Learning & Development Specialist at Genea, Alexandra enjoys implementing an
innovative learning framework that blends traditional training and knowledge management
concepts. Through her passion she maintains momentum and keeps L&D continuously on the agenda by
engaging people and adding new opportunities, courses, talks etc. on an ongoing basis. Alexandra
encourages her colleagues to get involved in L&D by sharing their knowledge with others, which is turn
also improves their own skills.

She enjoys sharing her experience and has been invited regularly to KM conferences in France and
Australia, and as a visiting professor in KM & Change Management for a French business school.

3. From Amadeus, provider of e-commerce and IT solutions for
travel companies…

4. …to Genea, provider of fertility services and assisted
reproduction technologies

5. The never ending dilemma: ‘to KM’ or ‘not to KM’?
• $$$
• Formal
framework &
processes
• Time consuming
• Challenge to
engage
contributors
• No cost (????)
• Don’t know what
you know
• Knowledge leaks
• Risks non
mitigated
NO KM
KM

6. Quick pulse: Are we ‘doing KM’ or not?
Conscious
+
Conscious
KM
gaps
-
Unconscious
KM
gaps
Know that
don’t do
KM
Know that
do KM
Conscious KM
Don’t
know that
don’t do
KM
Don’t
know that
do KM
Unconscious
KM
-
KM activities
+

7. A possible alternative? Meet halfway with ‘agile’ KM
NO
KM
KM

8. From ‘formal KM’ @ Amadeus: driving the Community of
(emerging) Communities of Practice...
Multimedia Library
KM
Consulting
KM Digests
Articles, podcasts, case
studies about collaboration,
CoP & KM
Webcasts of books on
knowledge
KM Measurement
Toolbox
Monitor the activities and
the value of your
community
You need help and advice to
create your KM initiative
Community of
Communities
KM Community
Best Practice Toolbox
Discussion Forum
All you need to accelerate
sharing of experiences and
lessons learnt
Express your idea freely on
KM topics
KM Breaks
How To…
Round table meetings to
learn from other community
leaders
Tips & tools to build your
Community of Practice
KM Consulting 2010 - Amadeus

9. …to ‘agile KM’ @ Genea: the Learning Curve ‘Team’
Nursing & Day
Surgery*
Corporate
Genea Learning & Development - 2011

11. 01. Desire, need,
culture
Strong
need from
end users
Willingness
& culture
to share
Pre existent
informal
network
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Heaven
Hell

12. Analyse needs: it’s not always what ‘Simon says’! Make sure you
have a 360 view
CEO / Execs: strategic alignment
Vision
Key stakeholders: operational
alignment
Priorities & leveraging
End-users: practical alignment
Matching the day to day needs
& realities

13. 02. Integrate and
leverage
Strong
need from
end users
Willingness
& culture
to share
Leveraged
initiatives
Pre existent
informal
network
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
Heaven
Hell
IT puzzle
with no big
picture

14. Genea Learning Curve ‘Team’ is all about alignment and
smashing silos
People
Knowledge &
Skills
Tools
Processes, Practices & Projects
Genea Learning & Development - 2011

15. 03. Knowledge
map and strategy
Knowledge
strategy
Strong
need from
end users
Willingness
& culture
to share
Leveraged
initiatives
Pre existent
informal
network
Knowledge
mapping
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
Heaven
Hell
IT puzzle
with no big
picture
e-Launch
Let’s just
do it

16. What if we knew who knows what?
A quick & easy knowledge mapping tool: “Message in a Bottle”
Danone , Carrefours Logistiques Paris 2006)

17. The knowledge mapping tool: Messages from Space
Launch of R&I Community at the R&I Forum
15 January 2007, Sophia Antipolis - France

18. The knowledge mapping tool: Messages to Space
Launch of R&I Community at the R&I Forum
15 January 2007, Sophia Antipolis - France

19. Connect ‘seekers’ and ‘solvers’ in less than an hour
Anders
Scandinavia
Guenther
Germany
Caroline
Amadeus
Sebastian
Argentina
Erwann
Amadeus
Francisco
Spain
Razvan
Romania
Conny
Switzerland
Moses
Kenya
Tarja
Finlan
d
Benjamin
Amadeus
Matteo
Italy
Christine
France
Yoav
Israel
Claudia
C&C
Andre
Brazil
Allison
South
Africa
Catherine
Benelux
Elif
Turkey
Stephen
Ireland
Ilene
Amadeus
Phil
Amadeus
Michele
Scandinavia
Eric
Ivory C.
Laure
Amadeus
Markus
Austria
Swati
India
Olaf
Benelux
Enrico
Italy
Javier
Spain
Pedro
Portugal
Solver (or “giver”)
Seeker (or “taker”)
Solver & Seeker
Launch of R&I Community at the R&I Forum
15 January 2007, Sophia Antipolis - France

20. Identify knowledge gaps to define learning plan & get
online forums started
Launch of R&I Community collaborative website, Amadeus 2007

21. Identify experts and best practices in the glimpse of
an eye
Launch of R&I Community collaborative website, Amadeus 2007

22. Define a knowledge strategy: it’s easier than we think!
Back to Marketing 101…

23. Ensure the KM/learning strategy supports the business one
Strategic
pillar 3
Strategic
pillar 1
Strategic
pillar 2
Genea Learning & Development strategy - 2013

24. Inspiring &
powerful
sponsor
04. Inspiring
sponsor(s)
Strong
need from
end users
Willingness
& culture
to share
Knowledge
strategy
Leveraged
initiatives
Pre existent
informal
network
Knowledge
mapping
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
IT puzzle
with no big
picture
No - or
weak sponsor
e-Launch
Let’s just
do it
Heaven
Hell

25. Get the support from an engaging, powerful, accountable
sponsor(s)

26. 05. Skilled
facilitator
Strong
need from
end users
Willingness
& culture
to share
Inspiring
sponsor
Knowledge
strategy
Leveraged
initiatives
Pre existent
informal
network
Skilled
facilitator
Knowledge
mapping
Integrated
IT tools
Heaven
Development & Creation
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
IT puzzle
with no big
picture
No - or
weak sponsor
e-Launch
Let’s just
do it
No – or
unskilled facilitator
Hell

27. Appoint a multi-skilled professional as community leader




28. 06. Educate and
coach
Strong
need from
end users
Willingness
& culture
to share
Inspiring
sponsor
Knowledge
strategy
Leveraged
initiatives
Pre existent
informal
network
Skilled
facilitator
Education
and
coaching
Knowledge
mapping
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
IT puzzle
with no big
picture
Hell
No - or
weak sponsor
e-Launch
Let’s just
do it
Little / no
education
No – or
unskilled facilitator
Heaven

29. Reinforce the mindset with education sessions and powerful
marketing taglines
Demo of
tools
Concept
and
philosophy
Why it’s
important
What’s in it for you?
R&I Community 2009 + Project Management Community 2012, Amadeus

30. Set the expectations of a knowledge sharing culture from day 1:
90% of the learning happens outside a classroom
10% Formal
training and
conferences
20 % Peer to Peer
learning
70% On the job learning
Genea Induction – Your learning and development pathway 2011

31. 07. Keep the
momentum
Strong
need from
end users
Willingness
& culture
to share
Inspiring
sponsor
The KM
‘flower’
power
Knowledge
strategy
Leveraged
initiatives
Pre existent
informal
network
On going
facilitation
Skilled
facilitator
Education
and
coaching
Knowledge
mapping
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
IT puzzle
with no big
picture
No - or
weak sponsor
Hell
Relying on
website
tool only
e-Launch
Let’s just
do it
Little / no
education
No – or
unskilled facilitator
Heaven

32. Keep the momentum thanks to a multitude of varied initiatives
Community
of
Practice
‘KM Flower Power’, Alexandra Lederer, Amadeus 2008

33. Embed continuous transfer of critical knowledge in short peerpeer learning sessions
All staff
Science staff
Nursing staff
• Mini Education Breaks
• The Doctors’ Sessions
• Behind Closed Doors
(Counselling sessions)
• Science & a Snack
• Care & Cookies
Genea Learning & Development since 2011

34. Inspiring
sponsor
08. Share value
80% sharing
'K' & 'W'
The KM
‘flower’
power
Knowledge
strategy
Strong
need from
end users
Willingness
& culture
to share
Leveraged
initiatives
Pre existent
informal
network
On going
facilitation
Skilled
facilitator
Education
and
coaching
Knowledge
mapping
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
IT puzzle
with no big
picture
No - or
weak sponsor
Hell
Relying on
website
tool only
e-Launch
Let’s just
do it
Little / no
education
No – or
unskilled facilitator
Heaven
80%
sharing
top-down
‘I’

35. The value lies in sharing ‘knowledge’ & ‘wisdom’
London South Bank University, Ark 2007

36. Move from an ‘information’ system’ to a value-added
‘knowledge’ system
“People complain about information overload
but you never hear complaints about
knowledge overload”
Informat
ion

37. 5 criteria to identify the best practices worth sharing
KM Consulting , Amadeus 2010

38. 6 ways to capture projects Lessons Learned
Project Management Community, Amadeus 2012

39. Inspiring
sponsor
09. Nurture trust
80% sharing
'K' & 'W'
The KM
‘flower’
power
Knowledge
strategy
Strong
need from
end users
Willingness
& culture
to share
Leveraged
initiatives
Pre existent
informal
network
On going
facilitation
Skilled
facilitator
Relay
Champions
Education
and
coaching
Knowledge
mapping
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
IT puzzle
with no big
picture
No - or
weak sponsor
Relying on
website
tool only
Little / no
education
No – or
unskilled facilitator
Heaven
Hell
e-Launch
Let’s just
do it
Non
judgmental,
Recognition
& Reward
80%
sharing
top-down
‘I’
Reuse
without
credit
Exhaust key
contributors

40. Reward & recognize key contributors formally and communicate
about them
R&I Community, Amadeus 2010
Genea Performance Review & Knowledge Sharing Awards since 2012

41. 10. Plan &
measure
Strong
need from
end users
Willingness
& culture
to share
Planning
Measures
Corrections
Inspiring
sponsor
80% sharing
'K' & 'W'
The KM
‘flower’
power
Knowledge
strategy
Leveraged
initiatives
Pre existent
informal
network
On going
facilitation
Skilled
facilitator
Relay
Champions
Education
and
coaching
Knowledge
mapping
Integrated
IT tools
Initiative
pushed
top-down
No need
Little habit
to share
Competitive
or silo
environment
Standalone /
creating
silos
IT puzzle
with no big
picture
No - or
weak sponsor
Relying on
website
tool only
Little / no
education
No – or
unskilled facilitator
Heaven
Hell
e-Launch
Let’s just
do it
Non
judgmental,
Recognition
& Reward
80%
sharing
top-down
‘I’
Reuse
without
credit
No planning
or
measuring
Exhaust key
contributors

42. Measure how KM contributes to improving the business
performance
Key Performance Indicators
•
•
•
•
Time saved
Cost saved
Resources leveraged
Revenues generated
Balanced Score Card:
• Financial
• Customers
• Internal business processes
• Learning & growth
•
•
•
•
•
•
Offline collaborative activities
Practices sharing
Communication activities
Rewarding
Online contributions & exchanges
Website usage
KM Measurement Framework, Alexandra Lederer, Amadeus 2010

44. Our tip: 10 critical success factors that indicate the outcomes of
a KM initiative
Desire, need,
culture
10
Plan & measure
Integrate &
leverage
8
6
Knowledge map
& strategy
4
Nurture trust
2
Desire, need,
culture
0
10
Sharing value (K
& W)
Inspiring sponsor
Plan & measure
8
Integrate &
leverage
6
Keep the
momentum
Skilled facilitator
Nurture trust
Knowledge map &
strategy
4
2
Educate & Coach
0
Sharing value (K &
W)
R&I Community
Telesales Community
Inspiring sponsor
Keep the
momentum
Skilled facilitator
Educate & Coach
Genea Learning Curve Team

45. ‘Polyglot Brunches’
Enjoy
Case
Study
Network
Idea
Shower

46. Pulse check #1: What is your KM situation?
Plot it in the KM Quadrant
Conscious
+
Conscious
KM
gaps
-
Unconscious
KM
gaps
Know that
don’t do
KM
Know that
do KM
Conscious KM
Don’t
know that
don’t do
KM
Don’t
know that
do KM
Unconscious
KM
-
KM activities
+

47. Pulse check #2: How is your KM initiative doing?
Rate it against our critical success factors
10
8
6
4
2
0

48. Quick fix to get your KM initiative to the next level
Pick 3 & share!
Idea / action:
________________________________________________
________________________________________________
________________________________________________
Idea / action:
________________________________________________
________________________________________________
________________________________________________
Idea / action:
________________________________________________
________________________________________________
________________________________________________

49. Let’s keep exchanging!
 Presentation + Q&As on Linkedin Polyglot Brunches group
 Catch-up @ the Automn Brunch (or earlier on request)
 Connect:

50. Thank you:
Amadeus programmes & tools created by Amadeus Marketing & Sales Consulting Knowledge Management team with the kind contributions from …
All speakers from Carrefours Logistiques - Paris, France for their inspiring sharing of experiences that nourish ours…
Martin Roulleaux-Dugage (Areva), Benedikt Benanati (Danone), Eric Juin (Bouygues), Frederic Chauvin (Gemalto), Brigitte Cattan
Steve Denning
Dave Snowden for the Future, Backwards method
Kate Carruthers