KMKS08. Critical Success Factors: Measuring Knowledge Services
| Instructor: | Guy St. Clair, President SMR International |
 |
| Course Dates: | 11 June 2010 (SLA 2010 Conference) |
|
| IACET CEU Credit | 1 (SLA Members Only) |
|
| Member Price US$ 495.00 |
Non-Member Price US$ 595.00 |
|
 |
 |
This course proposes techniques and tools for measuring knowledge services success, including focus on the value of metrics and organizational service comparisons for continuous improvement. The establishment of critical success factors, benchmarking, and such methodologies as added value, user evaluations, discussion tracking, the growth of intangible assets and the like are all given attention. Other topics covered include:
- factors relating to the success of knowledge services in the organization
- strategic learning and knowledge development and knowledge sharing as success indicators
- the external environment and its influence on success
- knowledge-centered support for enterprise-wide success
- identifying and utilizing success partners
Course Learning Objectives
At the end of this course, participants will recognize various tools for identifying critical success factors and distinguish between assets and the identification of assets that do not match traditional accounting rules. Participants will also compare the value of goals and objectives and explain perceived values with respect to real value. Participants will indicate distinctions--when present--between organizational perceptions of value and customer/user perceptions of value.
Specific Learning Outcomes:
- Design and implement surveys for identifying critical success factors
- Establish and monitor knowledge strategy
- Utilize leadership, planning, HR, and process management as success factors
- Determine knowledge workers' perceptions of their role in the knowledge management/knowledge services workplace
- Evaluate solution management and its impact on enterprise-wide success
At the conclusion of the course, participants will design an action plan for first steps in implementing a measurement strategy, relating the strategy to knowledge management/knowledge services delivery in their parent organization. Using learning outcomes from the course and based on their understanding of the current or potential value of measurement in the organization, the exercise will enable participants to return to the workplace with a product that can be used to strengthen their understanding of the role of knowledge management and knowledge services in the workplace.
Performance Measure
Course assessment, exercises and discussions will measure and evaluate the degree of understanding that participants achieve over the learning process.
Prerequisites
While the primary goal in developing these programs is to allow SLA members to earn one or more certificates, each of these courses has inherent value and any course may be taken à la carte. KMSKS01 is recommended but not required.
People are Saying
"The most significant think I learned was how to guestimate an ROI on KM."
"Real examples of how to determine benefit/ROI on KM. This gave me an ability to start thinking in this direction."
RSS
Feedback form
