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Measuring the Impact of Knowledge Management

Product Type: Market Research Report
Published by: American Productivity & Quality Center
Published: September 2003
Product Code: R166-33
Description
Ensure that KM initiatives support the organizations' goals, and are grounded by meaningful measures that lead to better outcomes and broader application by adopting the practices of leading organizations. Discover the critical missing link necessary to sustain and justify knowledge management efforts in Measuring the Impact of Knowledge Management.

KEY FINDINGS

  • Partner organizations double the return on their knowledge management investments (ROI).
  • The study partners' investment in knowledge management is increasing, but so is their return on investment ROI.
  • APQC's Measurement Framework appears to be a valid way to link the investments in knowledge management with the measurable outcomes achieved.
  • The study partners do not create separate knowledge management measures of outcomes; they use the business measures of outcomes and then work backward to design knowledge management activities and measures that focus on those outcomes.
  • The operational nature of the partners' knowledge management objectives drive them to tangible measures and outcomes.
  • Partners have engaged other business units in funding the knowledge management program.
  • Partners use communities of practice as their platform for knowledge management and deploy several knowledge management activities within these communities to create a custom approach to achieving objectives.
  • Expertise locator systems are important.
  • Stories can illustrate the relationship between knowledge management activities and business outcomes.
  • Just because knowledge is intangible, does not mean that its impact is.
Table of Contents
Executive Summary
Chapter 1: The Knowledge Management Program--Structure, Investment, and ROI
Chapter 2: Measuring Knowledge Management Programs and Activities
Chapter 3: Making the Business Case for Knowledge Management
Chapter 4: Building Knowledge Management Measures That Link and Leverage
Chapter 5: Looking Forward
Case Studies
  • Caterpillar
  • Ford Motor Company
  • Halliburton Energy Services
  • IBM
  • Schlumberger
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