Management Capabilities Summary
you for your interest in St. Andrew Development’s Knowledge Services
document will clearly define the services St. Andrew is capable of providing in
a knowledge management engagement. Our services will help you achieve – and
measure – a higher return on your investment in Knowledge Management tools, by
showing you when and how to use them more effectively.
Andrew’s direct experience in the area of KM provide a perspective of realism
that most KM specialists lack.
initial engagement phase is a Knowledge Scoping Session. At the beginning of
your KM initiative, St. Andrew assists in evaluating your knowledge requirements
in your organization’s critical core knowledge domains. We view these domains
much like a knowledge warehouse.
we’ll formally assess the content you have at the outset, and what technology
you have chosen to contain and deliver that content. We’ll design an effective
knowledge schema in cooperation with your domain experts and knowledge
administrators. Then, within an agreed-upon scope and timeframe, we’ll build
the core knowledge base from which your staff will grow your production
knowledge warehouse. Finally, we’ll document the knowledge base design and
train your knowledge authors to use the resource. The culmination of this
accumulation of knowledge is users having a clear understanding and ability to
convert knowledge to understanding and understanding to action.
also provide a basic service integral to KM initiatives. Virtually every
production knowledge base eventually requires tuning, and many organizations,
midway through a KM project decide the knowledge base needs a wholesale
redesign. St. Andrew’s project team will constantly be assessing the stability
of your knowledge base and will be monitoring the KM initiative.
identify the issues preventing the knowledge base from providing the answers
your users need. Then we’ll restructure the knowledge base to improve its
reliability and performance. Each of these is typically a several-week
commitment. An engagement with St. Andrew generally has at least two phases:
Planning and Execution.
stage the Planning Phase services to arrive at a series of strategic
do we prioritize KM now?
start with a Knowledge Audit – an onsite consultation where we evaluate the
scale and scope of the overall project. It’s designed to provide critical
feedback on how you're administering KM, the tools you've chosen, the
processes you've developed, the training you provide and the documentation you
use – or on your readiness as an organization to do these things. We’ll
facilitate a daylong series of meetings and interviews. The agenda is tight,
questions are by necessity crisp, and some advance preparation is required.
Once we're finished on site, you'll receive a detailed report of our findings
and recommendations. You'll have a better picture of the strengths and
weaknesses of your present KM program and better prepared to build your case
for bigger and better management support for it.
Workshops – In some instances, our services begin before complete consensus
and buy-in have been achieved for KM. We can participate in management forums
organized by you, or develop and conduct seminars at your site for management,
supervisor and end user audiences, to explore the potential benefits of the KM
initiative, drawing on the experiences of other companies that have
implemented KM, and facilitating discussion of your organization’s specific
situation. These sessions can be anywhere from two hours to two days,
depending on your needs. These services enable you to make a small investment
in consulting guidance, so that you can make the most rational go/no go
decision on the KM initiative.
you elect to proceed, the next decision would be:
will we use, what benefit do we expect and how will we measure it?
Development – Based on our initial findings, we will ask you to define a
strategy and build a brief charter for your KM initiative. We will assist as
needed, but fundamentally, this is something in which our client takes the
Analysis – We will work with you to define the potential leverage points
where KM will provide cost savings, increase customer satisfaction, or
generate revenues. Together, we’ll develop benchmarks (“before KM”), set
reasonable goals and determine how we will measure success.
Selection – Most clients have engaged St. Andrew after tools have been
selected. Where tools are not yet selected, based on our knowledge, contacts
and experience in the knowledge management software field, we would help you:
the RFQ responses from both vendors in the most informed manner
up the live evaluation process, including company staffing, expectations
for both your team and each vendor, timing, practical limitations of the
evaluation, etc., so that you get the most out of them;
how well each evaluation corresponds to what the vendor claims in the
RFQ response and other submissions; and
the software and the workflow implications for your staff and for other
we would provide a set of findings for you to use in your selection of a
vendor. That would be the principal deliverable.
is this effort organized?
typical engagement includes time devoted to a KM Organization Review, in which
decisions are made on issues such as:
additional time is devoted to KM Workflow Development, the design of processes
of knowledge – what content consists of, when it will be generated and
by whom, and in what context
– how authors will deliver content, how quality will be controlled and
traffic will be managed
and Approval – what sign-offs are needed before content goes into
– procedures for adding the content to the knowledge base (e.g., will
the system have to come down while it is updated?)
and Revision – identification of aging content for review and revision
Level Management – development of a service level agreement (SLA) on
expectations regarding expected accuracy, timeliness and usability of
the knowledge, so that authors, administrators and customers all know
what to expect
Metrics Development – Based on all of the foregoing, and your resources and
those provided by the tool vendor, we will design specific reports to measure
success and compliance of your knowledge base with your SLA. Core Domain
Selection – St. Andrew’s basic strategy is to help you achieve a series of
small-scale “wins” leading to continuing enthusiasm, buy-in and management
begin by identifying three to five core domains in which to build pilot
knowledge bases during the Execution Phase. Domains are carefully selected areas
of knowledge that can be modeled within a reasonable timeframe by a team of
subject matter experts and analysts. We attempt to choose a set of domains that,
once built, will enable resolution of enough issues to demonstrate real value
for your organization.
and Execution Phase
actual execution of the KM initiative begins with a re-examination of the tools
we will use, recruitment of knowledge authoring teams and training of team
members. In this phase, we will guide you through the authoring and publishing
of the pilot knowledge bases, using the processes and practices defined during
the Planning Phase. As we shake out and sharpen these new processes, we will
jointly document them, developing training materials you can use to bring the
rest of your team into the final KM program. The execution steps include the
the Selected Tool to Process – Once the tool is installed (pilot or
production), we will make whatever modifications are needed to accomplish
the objectives set during the planning phase. The operating principle is
that the tool should conform to the process, NOT vice versa. (Note: This
step requires significant involvement on the part of your technical team
members responsible for supporting the tools you have adopted.)
Workflow-Specific Training – We will jointly develop training materials
for the people who will participate in the Execution Phase.
Knowledge Objects – The selected tool is likely to have specific
requirements for formatting and tagging documents or database records as
knowledge content. In addition, tools such as search engines can more
easily locate content if terminology and style guidelines are adhered to.
We will optimize authoring practices in this step. Assemble SME Teams –
For each domain, we will recruit a team of authors around one or more
subject matter experts.
SME Team Working Sessions – With each SME team, we will build the actual
content through intensive meetings in which we flowchart the overall logic
of the domain. St. Andrew will facilitate these sessions and participants
are asked to collect any existing content that could be used in or
hyper-linked from the knowledge base. We will divide up authoring
responsibilities among team members and schedule completion dates
Knowledge – We will move finished and approved knowledge content into
the knowledge base tool and test it for accurate retrieval.
Test Knowledge Bases – First the team members themselves, then the rest
of the staff, will attempt to use the knowledge bases to diagnose and
resolve actual customer problems. Where necessary, we will revise or
restructure the knowledge bases for more effective use.
KM Processes and Tools – You will receive Knowledge Management
Guidelines, a manual based on everything we have jointly designed and
learned through experience, as well as end-user training materials for
your knowledge base
Users – We participate in the training of your end users for
production use of the knowledge tools and the knowledge base. The ultimate
objective of the Execution Phase is to enable you to confidently proceed
with all aspects of your KM program after the completion of the St. Andrew
Andrew’s adaptable knowledge methodology is unique in many ways. Perhaps it
greatest strength is a proven ability to identify key knowledge elements that
are required to make a project a success.
applying proven implementation strategies and a clear understanding of
contemporary knowledge management tools St. Andrew Development’s involvement
in your knowledge needs assessment and fulfillment design assures a successful
learn how we can assist you in your knowledge endeavors contact us today at
Andrew Development – Touching lives through knowledge delivery systems.