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KM4Dev Journal was recently good enough to publish a journal
article on mine on the topic. It is my view that relative
return on investment (RROI) is generally the correct benefits
evaluation tool for KM programs.
Excerpting from the article, I examine four ways of determining
- ROI can be used by a government regulator for the purpose of
optimising like-for-like process efficiency (i.e.performance
improvements that can be made without compromising the quality
of their work).
- SROI measures may be adopted by a service enterprise to
demonstrate the theory of change (TOC) underpinning its
corporate social responsibility (CSR) activities, increasing the
benefits accruing to the company brand.
- RROI measures can be used by a public company CEO to justify
their strategic choices to a board, for a marketing division to
justify their spending mix – or indeed, for a KM manager to sell
their program to their boss. It is worth noting that RROI is
also increasingly relevant for the purposes of valuing impact on
the creation or curation of external communities.
- CBA assessments may be undertaken by not-for-profits to make a
case for the release of funds by government or philanthropic
services for the use of the non-profit.
Executive, Information Management
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On 16/10/2020 12:08 am, Sachin Joshi
Hello all, this is my first post on this very insightful
I am KM consultant in IT organization. We implement and monitor
lot of good KM practices in our teams. We also see good benefits
of all these, unfortunately showcasing them as quantitative
benefits is always a challenge (I am talking about benefits such
as reduction in xxxx, improvement in xxxx and so on... not about
quantitative KM dashboard data such as no. of SMEs, no. of posts,
no. of assets, no. of sessions, etc.).
The question which is always asked on KM performance is, what is
the benefit. Change in culture, improvement in collaborating,
creation of assets, etc. is not an answer to this. since this is
just an output but not measure of benefit/success. Can someone
share, how we can correlate KM with business benefits OR how can
we show return on investment in KM. Thank you.