KCS principles Flashcards
chapter 2
Four principles that KCS practices are built on
1) abundance - share more, learn more
2) create value - work tasks, think big-picture
3) demand driven - knowledge is a byproduct of interaction
4) trust - engage, empower, motivate
five influencers of behavior in KCS
1) technology/toolset - functionality, navigation, integration
2) measures - how people are assessed
3) recognition and reputation
4) understanding - the extent of which the representatives understanding the “what’s in it for me” (wiifm) as well as the big picture
5) coaching - peers who are trusted change agents and role models
Abundance
When knowledge workers share knowledge freely, no one leaves an interaction with less knowledge. The more we share, the more we learn.
Create value
knowledge workers create value through knowledge.
- work strategically and balance the value of the task with the value of what is learned from an interaction and patterns that emerge from a collection of interactions.
- complement but do not replace technical documentation, design documents, hr policies, regulatory and legal requirements, regulatory filings, and other collateral.
- distinguish experience-based from compliance needs.
- create value recognizes that not all knowledge is equal, and allows appropriate control mechanisms in organizations based on the different knowledge requirements.
Demand driven
demand drives:
- what knowledge is captured
- what knowledge is important or valuable
- how we validate the knowledge
demand for knowledge dictates what knowledge has value to capture. reused knowledge is validated, based on demand, through reuse - reuse is review.
in the evolve loop. knowledge reuse patterns help organizations to develop predictive and preemptive capabilities that improve efficiency. demand is just-in-time not just-in-case.
Trust
trust is the degree to which the organization believes that people are capable of making good decisions and judgments.
- knowledge workers will do the right thing based on the situation with right information and an
understanding of the organization’s purpose and brand promise. - trust begets trust and is reciprocal among knowledge workers.
- knowledge workers believe in the process
- executives create an environment or culture based on trust
- trust is critical for the successful adoption of KCS and for the ability of the organization to maximize and sustain KCS benefits