Embedding Knowledge management in the QMS Mária Dologová, QM, SO SR, Slovakia

1. SO SR Embedding Knowledge management in the QMS Mária Dologová, QM, SO SR, Slovakia Ján Dolog, EOQ senior consultant for QMS Q2008, Rome, 8-11 July 2008

2. Contents • NSI and managing knowledge • Integration of KM into the QMS • content focus • suitable infrastructure • Benefits

3. K - key resource KM - key competence NSI and managing knowledge • NSI - environment • need for statistical K products / services - for successful implementation of policies • changes of statistical procedures, methods • integration – need to exchange K within ESS, ... • lack of resources - need for intensive develop. • LF mobility, seniority - threat of loosing K • ICT development • NSI - character • K organisation • high level of embodied K • power on the side of . individuals • high level of tacit K

4. Strategic -, tactical -, operational mgnt Info sources mgnt marketing Creation of PrBD/PuBD & other work. DB Communication with customer def. of way of obtaining data Customer & his requirements Customer & his satisfaction Prep. & realis. of stat. survey. & data processing Creation of product & dissemination FM HRM ICT- M M-Infra Isolated ad-hoc approach to KM

5. Conscious & systematic approach to KM integrate KM into the QMS (VAP +SP) ... achieve „up-knowledging“ of the QMS

6. ... 2) institution-wide projects related to its strategic goals 1) Integration of KM into the QMS Decision on KM implementation Decision on Content focus: Supportive Infrastructure: HR practices - Culture - Organisation of work ICT

7. general approach, supported by SO SR examples • Decision on KM implementation • Reflected in: • Vision (we are ... information and knowledge institution ...) • Mission (... to provide statistical products and services . with the aim to support the improvement of information . and intellectual capital of our customers ...) • Common shared values (... knowledge sharing, . openness to new ideas, ...) • Strategic objective (... implement KM to support . strategic objectives of the institution ...)

8. Decision on content focus • Projects covering NSI processes clearly linked . to strategic objectives and heavily depending on K • (VAP – value-adding process • ... it contributes directly to creation of value to customer ... . especially through creation of knowledge products / . services) • then focus on: • K needed (resulting) in (from) the process • (K audit – what, who, where, how, what for?)

9. OUT: customer KB, ..., K on way of obtaining input data, K on suppliers, intro K on way of producing the product, meeting records, ..., lessons learned, good practice, ... etc. marketing Customer & his requirements Creation of PrBD/PuBD & other work. DB Communication with customer def. of way of obtaining data Customer & his satisfaction Prep. & realis. of stat. survey. & data processing Creation of product & dissemination IN: K of customer „language“, K on product required – K on customer intention, goals, way of using the product, comm. skills (elicitation), K on transfer of requirements into product specification, ... etc. Expected results: K bases int. and ext. experts online „who knows what“

10. Supportive infrastructure: • HRM practices - creation of suitable culture encouraging: • continual interest in own learning / development, • willingness to share and use K (tacit!) • based on: trust, reciprocity, fairness • Expected results:revised priorities in all HRM practices - esp. in development & learning, motivation - performance mgnt & rewards) • managing K workers! (coaching)

11. Organisational forms / structures encouraging K sharing by: • putting people with different K together • and allowing them to share, use, ..., create K • Expected results: teams, communities of practice, networks(intra org. & cross ESS context) • workplace design („talk rooms“, conversations „at the coffee machine“, etc.)

12. ICT infrastructure supporting K processes (capturing, sharing, using, creating ...): • explicit K - creation and use of K bases /files • tacit K - limited use (to facilitate communication) • Expected results: intranet solutions for K files • discovering hidden K (visualization – „see and know“) • connecting people in time & space (video conferencing, ...)

13. Strategic -, tactical -, operational mgnt Info sources mgnt marketing Creation of PrBD/PuBD & other work. DB Communication with customer def. of way of obtaining data Customer & his requirements Customer & his satisfaction Prep. & realis. of stat. survey. & data processing Creation of product & dissemination FM HRM ICT- M M-Infra Benefits VAP (... QMS) „up-knowledged“ by KM

14. From embedding K in products / services to benefits for the institution via BSC • embedding K in products / services = creating K products / services (value to customer) - improving K on customers - developing K sharing culture - building institutional memory - improving K-flow across boundaries etc. CUSTOMER. VALUE of the institution LEARNING & GROWTH INTERNAL PROCESSES

15. Thank you for your attention