1

Measuring Performance

Measuring the performance of an organisation-wide knowledge sharing programme is difficult and ambiguousReturn on investment needs to be evaluated

Evolution of behaviour changes needs to be measured

A set of metrics for measuring progress is essential to the sustainability of the knowledge sharing programme.

2

Measuring Performance

Measuring overall impact of the knowledge sharing programme posed unique challenges

managerial factors

changes in processes

external work environment

These were taking place simultaneously with knowledge sharing activities

In reality, causal relationships between inputs and impacts remains, at best, unclear.

3

Measuring Performance

“Everyone recognizes that knowledge is not readily quantifiable. It has no line on a balance sheet, and we even lack the vocabulary to describe a quantity of knowledge, reverting to nuggets, chunks, pieces, and more generically still, amounts”Kluge et al (2001) “Knowledge Unplugged”: the McKinsey Company global survey on

Knowledge Management”, Palgrave, pg 107.

4

Albert Einstein

Everything that counts cannot necessarily be counted…

And everything that can be counted does not necessarily count.