Knowledge retention : strategies and solutions

As baby boomers approach retirement age and the work patterns of younger workers constantly change, many organizations worldwide are experiencing a far-reaching knowledge bleed .nbsp; Therefore, it is imperative that organizations find ways to best leverage and retain that vital knowledge before workers leave the organization and attrition occurs.

Answers the Call of Businesses Worldwide

In light of global workforce changes, many organizations' are faced with a dilemma - how to maintain the right set of people at the right time in order to meet the company's long-term goals and vision.nbsp; Knowledge Retention: Strategies and Solutions supplies the answer in the form of strategic human capital management. Written by one of the most sought after knowledge management experts, this easy-to-read, concise guide helps companies adopt proven retention strategies and techniques to capture and share knowledge which is otherwise at risk of being lost in transition. The text also discusses key case studies by leading organizations applying knowledge retention strategies.

Build Institutional Memory and Social Networks

Addresses These Important Questions:

How do you know what knowledge is important to capture? What is the best approach to developing a knowledge retention framework? How do you calculate the loss of knowledge? What are the appropriate steps once the damage is assessed? How do you identify knowledge flows and gaps in an organization?

Since you never know when someone will retire or move on, the book emphasizes the importance of minimizing business disruption and accelerating competency development.nbsp; Operating around four key framework pillars - competency, performance, knowledge, and change management - this text demonstrates why a knowledge-retention strategy should be woven into an organization's fabric from day one.nbsp;

• Preface p. xi
• Acknowledgments p. xiii
• Author p. xv
• Chapter 1 Setting the Stage p. 1
• 1.1 Possible Barriers to Knowledge Retention p. 4
• 1.2 Building the Corporate Memory of the Firm p. 6
• 1.3 Summary p. 6
• Chapter 2 Determining Critical "At-Risk" Knowledge p. 7
• Chapter 3 Easy-to-Accomplish Knowledge Retention Techniques p. 15
• 3.1 Interviews p. 15
• 3.2 Mentoring p. 17
• 3.2.1 The Mentoring Program at Johns Hopkins University (JHU) p. 19
• 3.3 Oral Histories, Storytelling p. 19
• 3.4 Cheat Sheets p. 21
• 3.5 Exit Interviews p. 21
• 3.6 The Bible p. 22
• 3.7 After-Action Reviews p. 23
• 3.8 Online Communities, Wikis, Blogs, Social Networking Sites p. 24
• Reference p. 24
• Chapter 4 Developing a Knowledge Retention Framework p. 25
• 4.1 The Pillars of Knowledge Retention p. 26
• 4.1.1 Recognition and Reward Structure p. 26
• 4.1.2 Bidirectional Knowledge Flow p. 27
• 4.1.3 Personalization and Codification p. 28
• 4.1.4 The Golden Gem p. 28
• 4.2 Examples: Getting Started in Knowledge Retention p. 29
• References p. 40
• Chapter 5 Knowledge Retention: Learning from Others p. 41
• 5.1 A Short Case Study: The Knowledge Retention Program for the Office of the Deputy Inspector General for Auditing (ODIG-AUD) p. 41
• 5.1.1 People p. 41
• 5.1.2 Process p. 42
• 5.1.3 Technology p. 43
• 5.1.4 Summary p. 43
• 5.2 Best Practices of the Private Sector and Universities for Using Retirees as a Form of Knowledge Retention and Transfer p. 44
• 5.3 Other Lessons Learned in Knowledge Retention p. 46
• 5.4 Learning from Others about Lessons Learned Systems and Processes p. 48
• 5.4.1 What Works and What Does Not p. 48
• 5.4.2 Possible Lessons Learned: Proof of Concept Criteria p. 52
• References p. 53
• Chapter 6 Calculating the Loss of Knowledge p. 55
• 6.1 The "Grayout" Factor p. 55
• 6.2 Turning Knowledge Loss into a Positive Gain p. 58
• 6.3 Knowledge Retention at Tennessee Valley Authority (TVA): Assessing Knowledge Loss p. 59
• 6.4 Summary p. 60
• References p. 61
• Chapter 7 Using Organizational Network Analysis to Inform Knowledge Retention Efforts p. 63
• 7.1 Case Example: The Department Organizational Network Analysis p. 64
• 7.1.1 Respondent Demographics p. 64
• 7.1.2 Insights Gained from the Department Organizational Network Analysis (ONA) p. 64
• 7.1.3 Knowledge Retention Recommendations Based on the Department ONA p. 66
• 7.2 An Example of an ONA Survey Instrument p. 67
• 7.3 Knowledge Retention through the ONA Lens p. 72
• References p. 72
• Chapter 8 Case Study: Knowledge Harvesting during the Big Crew Change p. 73 Jeffrey E. Stemke and Larry Todd Wilson
• 8.1 Business Case p. 74
• 8.2 The Learning Life Cycle p. 75
• 8.3 Knowledge Retention and Transfer Processes p. 75
• 8.4 The Role of Knowledge Harvesting p. 76
• 8.5 Case Study: Capturing and Transferring a Complex Technical Process p. 78
• 8.5.1 Focus p. 79
• 8.5.2 Find p. 80
• 8.5.3 Elicit p. 81
• 8.5.4 Organize, Package p. 82
• 8.5.5 Expert's Review and Comments p. 83
• 8.5.6 Peers' and Stakeholders' Evaluation and Comments p. 83
• 8.6 Chevron's Experience with Knowledge Harvesting p. 84
• 8.6.1 Lessons Learned p. 84
• 8.6.2 Knowledge Harvesting-A Useful Addition to Chevron's Knowledge Retention Toolkit p. 84
• Chapter 9 The Aerospace Corporation Case Study p. 87 Stewart Sutton and Joseph Betser and Mary Hornickel and Michelle Gregorio and Jeffery Kern and Christine Lincoln and Jovel Crisostomo
• 9.1 Introduction p. 87
• 9.2 Company Background p. 87
• 9.2.1 A History of Knowledge Retention (1960 to Present) p. 88
• 9.2.2 The Knowledge Management Role of the Aerospace Library and Information Resources Center p. 89
• 9.2.3 Knowledge Management within Aerospace-at-Large p. 90
• 9.2.3.1 1960s and 1970s p. 90
• 9.2.3.2 1980s p. 90
• 9.2.3.3 1990s to 2007 p. 91
• 9.3 Knowledge Management Initiatives at Aerospace p. 93
• 9.3.1 Communities for Stewardship p. 94
• 9.3.2 Knowledge Search p. 98
• 9.3.3 Expertise Location p. 98
• 9.3.4 Mission Assurance Tools and Frameworks p. 99
• 9.4 A Closer Look at Knowledge Retention Efforts p. 100
• 9.4.1 Knowledge Retention in Communities p. 100
• 9.4.2 Knowledge Retention in CoPs p. 101
• 9.4.3 Community Wisdom Process (Communities of Practice [CoPs]) p. 101
• 9.4.4 Knowledge Retention in Communities of Interest p. 102
• 9.4.5 Community Metrics p. 103
• 9.4.6 Technologies for Efficient Knowledge Collaboration, Capture, and Sharing p. 103
• 9.4.6.1 Institutional Repository (Document Management) p. 104
• 9.4.6.2 Wikis p. 104
• 9.4.6.3 Weblogs p. 108
• 9.4.6.4 Podcasting p. 108
• 9.4.7 Knowledge Retention via Storytelling p. 109
• 9.5 Lessons Learned in Knowledge Retention p. 111
• 9.5.1 A Company Library Is a Necessity for a Modern Knowledge Organization p. 111
• 9.5.2 Knowledge Is Fragile and Needs Constant Tuning p. 111
• 9.5.3 The Soft Stuff is the Hard Stuff p. 112
• 9.6 Summary p. 113
• References p. 113
• Chapter 10 Knowledge Retention: The Future p. 115
• 10.1 Cross-Generational Knowledge Flows in Edge Organizations p. 117
• 10.2 Knowledge Retention: Future Challenges p. 118
• References p. 119
• Index p. 121