knowledge management metrics and roi
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This presentation was originally delivered at DGI's Government KM Conference in Washington DC on August 20th, 2014. It briefly discusses knowledge management metrics, return on investment, and business value. Also included is a simple visual of EK's Knowledge and Information Management (KIM) Maturity Curve.TRANSCRIPT
© Enterprise Knowledge, LLC
KM Metrics, KM Performance: Best Prac<ces in Measuring KM Success in 2014
Presented at DGI’s Government Knowledge Management Conference and Expo
Zach Wahl Founder and Principal
@ZacharyWahl
© Enterprise Knowledge, LLC
The KIM Maturity Curve
© Enterprise Knowledge, LLC
The KIM Maturity Curve
• Focus on how you can progress along the Knowledge and Informa<on Management Curve.
• Greatest business value occurs when users are connec%ng through content and have the ability to act on informa<on.
© Enterprise Knowledge, LLC
Ac<ve and Passive Analy<cs
• Ac<ve – Customer Sa<sfac<on Survey, Town-‐Hall, In-‐site feedback.
• Passive – Site analy<cs. – User behavior – Balanced ac<vity – Content health
Ongoing&Communica,ons&and&Engagement&Ac,vi,es:&
&
JAN$FEB$
MAR$
APR$
MAY$
JUN$JUL$
AUG$
SEP$
OCT$
NOV$
DEC$
• Published&version&of&project&governance&plan.&
• Use&of&social&media&–&blogs&to&update&on&progress,&wikis&to&capture&feedback,&etc.&
• Monthly&email&updates&to&stakeholders.&
Ini,al&workshops,&focus&groups,&and&interviews&commence&
Ini,al&Business&Requirements&Phase&Completed&
Conduct&baseline&CMS&user&sa,sfac,on&survey&
Quarterly&Project&Briefing&to&all&Business&Stakeholders&
Quarterly&Project&Briefing&to&all&Business&Stakeholders&
Quarterly&Project&Briefing&to&all&Business&Stakeholders&
Execu,ve&communica,ons&in&advance&of&ini,al&release&
Open&user&mee,ngs&following&up&on&ini,al&release&
© Enterprise Knowledge, LLC
Prac<cal KM – Iden<fying and Achieving ROI
© Enterprise Knowledge, LLC
EK’s KIM Business Value Board
• Leverage the Business Value Board to iden<fy all poten<al ROI (hard and so\) for you KIM ini<a<ves. – Hard ROI provides the jus<fica<on and
“protec<on” for your ini<a<ve. – So\ ROI “paints the picture” and
provides suppor<ng incen<ves.
• Focus on project specific ROI but also recognize the enterprise benefits that may be derived (generally So\).
• Ensure the complete ROI is fully documented and <ed to success metrics.
© Enterprise Knowledge, LLC
Zach Wahl
Enterprise Knowledge, LLC www.enterprise-knowledge.com
571.403.1109 [email protected] @ZacharyWahl, @EKConsulting