Re: Professional Services KM Framework (Software Industry) #metrics #maturity

Thomas Blumer

Hi Al,
Now, I have plenty of material to experiment with, thank you!
BTW: I found an interesting Knowledge Management Maturity comparison article in the Journal of Knowledge Management Practice, Vol. 12, No. 2, June 2011:
Best regards,
Thomas Blumer

On Wed, Jan 15, 2014 at 8:09 AM, Simard, Albert <albert.simard@...> wrote:

Thanks Thomas.  Anyone who admits to liking my stuff gets more!


There are lots of possible measures.  All of these can be absolute measures, percentages, relative to a baseline, or compared with best practices (e.g., APQC).  The following is not exhaustive – just off the top of my head.


Creation: See:

·         Publications, reports, presentations (research outputs)

·         Successful experiments, discoveries, new understanding (project success)

·         Lessons learned, management recommendations (organizational learning)

·         Innovations, prototypes, patents (products/services developed)  


Knowledge Management: See:

·         Repositories in place, documents stored, successful searches (managing assets)

·         Views, Downloads, conversations, interactions (knowledge sharing)

·         Active Communities, social networks, outputs harvested (collaboration)


Preservation: (See:

·         Expertise elicited, knowledge captured (continuously)

·         Legacy content available and searchable (future usefulness)

·         Job Blog in place (how knowledge work is actually done)


Use: See:

·         Distribution, accesses, views, downloads (passive knowledge transfer)

·         User interactions: explanations, consultations, demonstrations (active knowledge transfer)

·         Relevance, usability, timeliness (utility attributes)

·         User interactions: promotion, support, intervention (implementation support)

·         Implementation, application, use (the holy grail outcome!)


Al Simard


From: sikmleaders@... [mailto:sikmleaders@...] On Behalf Of Thomas Blumer
Sent: January-14-14 5:57 PM
To: sikmleaders@...
Subject: Re: [sikmleaders] Professional Services KM Framework (Software Industry)



Hi Al,


Thank you for sharing your framework. I particularly liked Figure 3: "Defense R&D Canada as a system"




From a professional Services perspective, does anyone has good KPIs for such a model? Things I could think of that are important, but maybe not the best metrics because they focus on activity instead of outcome are:



-Training days

-Certifications acquired



-Issues solved in forums



-Implementation days without escalation to R&D

-Number of escalations that happened too late

-Number of escalations that could have been avoided with proper training


Lost Knowledge:




Please let me know what worked for you well in the past. I still wonder if our VP of Support and the VP of Services actually agree to capture some of these metrics as they may reveal fundamental knowledge gaps.









On Tue, Jan 14, 2014 at 6:29 AM, Simard, Albert <albert.simard@...> wrote:


Thomas – See the following for a paper on Knowledge Services best practices.


I am currently working on an architecture to implement the framework.


Al Simard


From: sikmleaders@... [mailto:sikmleaders@...] On Behalf Of Thomas Blumer
Sent: January-13-14 2:40 PM
To: sikmleaders@...

Subject: [sikmleaders] Professional Services KM Framework (Software Industry)





We are trying to bring KM to the next level within our company. QAD is a software company that produces ERP software. While Knowledge Centric Support (KCS) seems like a great KM framework for our Support organization, I was wondering if something similar exists for Professional Services. In a first phase, I am interested to conduct an KM audit within our Services organization and to define KM related metrics around learning.


Please let me know if you know of a good framework. At the same time, have you ever tried to apply the framework described in "The Knowledge Management Fieldbook" written by Wendi R. Bukowitz and Ruth L. Williams?


I look forward to hearing what has worked for you.


Best regards,


Thomas Blumer


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