Metrics to ensure knowledge is built progressively #metrics
I am working on coming up with simple measurement techniques to ensure
we are building progressive knowledge.
We do collect simple metrics such as # of hits, downloads/uploads etc.
But not sure if these metrics really lead us to ensure we are building
Similarly am pondering on the question towards collecting the right
metrics for a organization KM program.
Any help & practical thoughts would really be appreciated.
Thanks & Regards,
Matthew Moore <matthew.moore@...>
Depends what the goal of your program & the activities you are undertaking. There are at least 3 areas of metrics that are of interest:
- Objective operational measure - includes hits to a portal, documents downloaded, messages posted to a forum.
- Subjective survey measures - e.g. perceived value by users.
- Business impact measures - e.g. if you are focusing on performance improvement, is performance actually being improved, whatever that performance might be? Leading to increased revenue, decreased costs etc. This last group is the hardest to get.
I'd also like to know if anyone has applied Most Significant Change as a measurement technique for KM programs. Less quantitative & more narrative-based...
From: sikmleaders@... [mailto:sikmleaders@...]On Behalf Of sriniacc
Sent: Monday, 9 October 2006 11:04 PM
Subject: [sikmleaders] Metrics to ensure knowledge is built progressively
David Smith KM Specialist <david.smith@...>
The best way to ensure that we are creating knowledge comes from the stories we hear and collect. I have not found a simple metric that effectively ensures knowledge creation. Like you, we collect hits, collaboration readers, collaboration contributors, etc. We also relate these metrics to service quality metrics and other indicators that might give insight toward general business improvement. In the end the executives tend to believe the stories rather than the metrics.
I also recommend that you look at metrics at the community level rather than the enterprise level. Each community should have metrics that relate directly to what they do. From looking at hits and collaboration we have two communities that are extremely active. When you look at what is really going on in the communities you find that they are in a constant training mode as the communities support clerks in the use of SAP. Then we have another SAP related community that has been able to improve their processes and decrease inventory costs.
Halliburton Knowledge Management
1NE16G - OakPark
sikmleaders@... [mailto:sikmleaders@...] On Behalf Of sriniacc
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David Snowden <snowded@...>
One of the interesting new uses of narrative is its ability to also create impact measures and matricstoggle quoted messageShow quoted text
Came out of our anti-terrorist work ironically - I plan to run through it around my KM World keynote if anyone is interested
Founder & Chief Scientific Officer
Cognitive Edge Pte Ltd
Now blogging at www.cognitive-edge.com
NB I am now in Singapore to Mid October please use email to contact me not the mobile phone
On 9 Oct 2006, at 21:06, David Smith KM Specialist wrote: