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Knowledge Management System (KMS) program execution – a practice exercise

Building on my KMS mind-map and continuing with the context for my fictitious consulting firm, I crafted a spreadsheet (download xlsx file) to drive KM program elaboration and to seed an initial project plan or backlog.

The spreadsheet has two worksheets. The first worksheet focuses on defining tasks for creating the knowledge management system. I again used the APQC KM Framework to inform this worksheet. The second worksheet focuses on the process of using the KMS throughout the firm’s value chain. The infinite symbol diagram below illustrates the virtuous cycle set-up between the evolution of the KMS (the first worksheet) and feedback from the use of the KMS (the second spreadsheet).

Infinity symbol diagram

These two loops are an example of “double loop learning” that the Knowledge-Centered Services (KCS) organization further describes with:

These two loops are an example of “double loop learning”, which the Knowledge-Centered Services (KCS) organization further describes with:

The [right-hand, “solve”] loop is the activity of getting work done; it is often reactive in that the activity is triggered by an event or an interaction. The [left-hand, “evolve”] loop defines the [Solve] loop process and standards…It is a process of continuous improvement for the [Solve] loop…The Solve Loop is about doing things right: handling work activities or task in an appropriate way and with an understanding of how each activity will impact the process of continuous improvement in the Evolve Loop. The Evolve Loop is about doing the right things: by analyzing a collection of Solve Loop activities, we can identify improvements in those activities and influence the objectives and outcomes. Double loop processes are powerful in that they are self-correcting. Persistent learning and continuous improvement are inherent in double loop systems.

As with other pieces of my portfolio work over the past weeks, the spreadsheet is illustrative and not claimed to be exhaustive. If I was using the spreadsheet for actual program management, I would add additional columns in the first worksheet for owner, contributors, status, etc. and likely evolve the second spreadsheet to become closer to a full SIPOC spreadsheet (Supplier, Input, Process, Output, Customer).

Diagram template credit: Duarte

Published in Knowledge Management Portfolio


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