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Common Traps in Choosing Metrics for Knowledge Evaluation

This chapter explores the common pitfalls in selecting metrics for knowledge evaluation, highlighting the negative effects of using too many metrics, choosing metrics with delayed rewards, metrics that are hard to control, and metrics that divert focus from business goals. It emphasizes the importance of selecting metrics that can be measured today but have an impact on future outcomes.

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Common Traps in Choosing Metrics for Knowledge Evaluation

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Presentation Transcript

  1. Chapter 15 Real Option Analysis for Knowledge Evaluation

  2. Common trap in choosing metrics • The choice of wrong metric can have more ill effect than positive one. • trap 1 : using too many metrics • trap 2 : the consequences of delayed rewards • select metric that can be measure today but have impact on future outcome • trap 3 : metrics that are hard to control • look good but only on paper ? • trap 4 : metrics that tear people away from business goals Knowledge Management

  3. Common trap in choosing metrics EX. Telephone company 1) number of ring before the phone was answer 2) average waiting time 3) number of calls answered per hour per representative 4) number of time the customer was put on hold 5) percentage of each hour that an average representative spent talking to a customer CUSTOMER DISSATISFIED Right answer to wrong questions Knowledge Management

  4. Common trap in choosing metrics • metric that trigger agency conflict prove more damaging than helpful. • Not all metrics can be measured easily and cleanly • EXAMPLE OF BAD METRIC • count the time spending reading the knowledge from the intranet (drink beer while log on) • count the number of contributions by employees to a knowledge repository (employee try to maximize the number but no value) Knowledge Management

  5. Common trap in choosing metrics • EXAMPLE OF WEB FORUM BAD METRIC • count the number of contributions by employees to a knowledge repository (employee try to maximize the number but no value) • EXAMPLE OF WEB FORUM GOOD METRIC • count the number of follow-up comments that their contribution raise • the number of time that they responded to other people’s post Knowledge Management

  6. Agency – Agent conflicts Knowledge Management

  7. Agency – Agent conflicts what is desired what is maximized not measure Identify What Not to Measure? Where is knowledge sharing and creation ? Ignore and little reward ? Knowledge Management

  8. The Option Space Analysis Knowledge Management

  9. Regions of Attractiveness Knowledge Management

  10. A Portfolio of KM Investments Knowledge Management

  11. The KM Balanced Scorecard translate the KM vision learning and feedback communicate and link business planning evaluate the impact of KM Knowledge Management

  12. A Modified KM Scorecard การเงิน ลูกค้า บุคลากร องค์การ Knowledge Management

  13. A Modified KM Scorecard การเงิน บุคลากร ลูกค้า องค์การ Knowledge Management

  14. Conclusion Metric define KM success Use real option analysis Do not ignore the soft staff Knowledge Management

  15. Vaguely right ....is better than.... precisely wrong

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