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STANDING UP A KM PROGRAM LESSONS LEARNED FROM THE TRENCHES

STANDING UP A KM PROGRAM LESSONS LEARNED FROM THE TRENCHES. Laura Moore Director, Knowledge Management Division Office of Applied Science Public Buildings Service General Services Administration. What We Do at the Public Buildings Service (PBS), General Services Administration (GSA).

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STANDING UP A KM PROGRAM LESSONS LEARNED FROM THE TRENCHES

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  1. STANDING UP A KM PROGRAMLESSONS LEARNED FROM THE TRENCHES Laura Moore Director, Knowledge Management Division Office of Applied Science Public Buildings Service General Services Administration

  2. What We Do at the Public Buildings Service (PBS),General Services Administration (GSA) • Landlord for the civilian federal government • Manage 342 million square feet of workspace for a million federal employees in 2,100 American communities • 51% of inventory is owned (1,500+ buildings) • Lease remaining 49% from private sector  • Repair, alter, and renovate facilities   • House over 100 child care centers  • Donate or sell real estate for federal agencies  

  3. Birth of a KM Program(Why We Started Where We Did) • How we came to be • HQ Reorganization • How we determined a logical place to start • Survey/Audit • Survey Results

  4. Birth of a KM Program(What We Did When We Started) • KM101 Road Shows • Disaster Recovery Standard Operating Procedures • Gulfport, MS post-Hurricane Katrina • Communities of Practice & Virtual Teams • Process Centric Model Development • But always… • The continuous hunt for an organizational sweet spot • What’s the ‘burning platform’?

  5. Birth of a KM Program(What Sand Traps You Should Avoid) • Thinking you have a mandate • Program staff + funding may not equal ‘burning platform’ • Calls for a different approach • Spending too much time trying to define KM before rolling up sleeves and doing ‘real’ work • And defining why KM is different from IM, IT, BPR, Organizational Learning, etc. • Articulating your strategy and framework at every opportunity • All KM projects need to fit into them - BUT • Don’t need to spend a lot of time telling people about it • And they don’t have to be perfect

  6. Birth of a KM Program(More Sand Traps You Should Avoid) • Not finding your organizational ‘sweet spot’ first and fast • Establish that value proposition in the mind of an important business manager • Spending too much time with your ‘official’ champions • And not enough on those who can actually advance your program

  7. A More Seasoned KM Program(Thoughts On What You Can Do To Ensure Your First KM Projects Are Successful) • Go ‘stealth’ • Having very senior manager as your champion may not be in your best interest • Keep your KM work basically under the corporate radar screen • Solve one problem at a time • Do not attempt to solve world hunger, just get someone a nutritious meal • Demystify KM by solving real problems • And then have the “and oh, by the way, THAT was KM…” talk • Leverage what you already have in place • Work your existing tool set to death

  8. Questions Laura Moore Laura.moore@gsa.gov 202-633-0058

  9. Buzz Session

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