department of administration & information - human resources knowledge transfer concepts...
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Department of Administration & Information - Human Resources
Knowledge Transfer Knowledge Transfer ConceptsConcepts
Presented by the Human Resources Division
A & I Human Resources Department
Workforce PlanningWorkforce Planning
The process of ensuring that the right right peoplepeople are in the right placeright place at the right right timetime to accomplish the agency’s mission.
A & I Human Resources Department
Why Workforce Planning?Why Workforce Planning?
Helps accomplish agency mission more effectively and efficiently
Helps ensure replacements are available to fill important vacancies
Provides realistic staffing projections for budget purposes
Helps agency retain institutional knowledge
A & I Human Resources Department
State of Wyoming Workforce State of Wyoming Workforce PlanningPlanningState agencies are encouraged to develop a
strategic view of human resource needs, including the development of a workforce plan, with the assistance of the division of personnel, to address the future needs of the state agency.
A & I Human Resources Department
State of Wyoming Workforce State of Wyoming Workforce PlanningPlanning…it is essential that managers in all state agencies
anticipate and plan for the eventuality of retirement of the state’s seasoned workforce in a manner that does not undermine the state’s workforce or create morale problems among less experienced staff who are preparing for promotional opportunities created by retirement of their co-workers.
A & I Human Resources Department
Knowledge ManagementKnowledge Management
A systematic approach to finding, understanding and using knowledge to achieve organizational objectives.
Consists of deciding:>What is to be shared>With whom it is to be shared>How it is to be shared
Sharing and using it
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Types of Knowledge: TacitTypes of Knowledge: Tacit
Knowledge that people carry in their heads. It is difficult to access and most people are not even aware of what they possess or how it is of value to others. It provides context for ideas, experiences, people, and places and is not easily captured.
A & I Human Resources Department
Types of Knowledge: ExplicitTypes of Knowledge: Explicit
Structured – Data elements that are organized in a particular way for future retrieval, e.g. documents, databases, spreadsheets
Unstructured – Information not referenced for retrieval, e.g. emails, images, audio or video selections
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Knowledge TransferKnowledge Transfer
The process of sharing knowledge between one person and another
If knowledge has not been absorbed, it has not been transferred
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Knowledge Transfer Tip #1Knowledge Transfer Tip #1
Managers may have some knowledge transfer methods already in place
Consider using those methods as the foundation for the knowledge transfer plan
A & I Human Resources Department
Knowledge Transfer / Knowledge Transfer / Management StrategiesManagement StrategiesJob Aids
Mentoring Programs
Process Documentation
Best Practice Meetings or Studies
Communities of Practice
Retirees on Retainer
Job Shadowing
Expert Systems
Critical Incident Reviews
Electronic Performance Support System
Storyboards
Storytelling
Double fills
Document Repositories
Job Rotation
Knowledge Fairs
Knowledge Maps
Structured On the Job Training
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Job AidsJob Aids
Anything that helps people perform in real time.
Knowledge can be stored in the job aid and accessed through low-tech methods by performers when the need arises.
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Mentoring ProgramsMentoring Programs
Mentors offer advice in a situation on what to do, how to do it and why it is worth doing.
A mentor is an experienced performer and rarely the mentee’s supervisor, since effective mentors should have no performance management interest in the development of another person.
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Process DocumentationProcess Documentation
Process documentation involves flowcharting how work is performed.
It may include special variations in what performers should do or how they should do it based on special circumstances such as deviation from norms.
A & I Human Resources Department
Best Practices Meetings or Best Practices Meetings or StudiesStudiesBest practices meetings or studies look for different
processes or systems to perform work that have had measurable success and effectiveness and are likely transferable.
Best practices are found in a variety of ways; through meetings of similar functional groups, polling employees or surveying for best practices.
A & I Human Resources Department
Communities of PracticeCommunities of Practice
A community of practice is a group that comes together to share information about a common problem, issue or topic.
Such communities may meet in person or online; critical incidents or best practices are often discussed at these meetings.
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Retirees on RetainerRetirees on Retainer
Retirees on retainer is typically having experts available to train or share specialized knowledge.
What are the State’s limitations when agencies want to re-hire retires?
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Job ShadowingJob Shadowing
A less-experienced performer is paired up with a veteran performer to transfer knowledge.
The veteran is asked to share knowledge (and perhaps hands-on practice) in dealing with everyday problems in addition to the most difficult situations he or she has faced on the job.
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Critical Incident ReviewsCritical Incident Reviews
A critical incident is a difficult situation.
By documenting the critical incident experiences for the organization’s most experienced performers, the organization can capture lessons for knowledge transfer.
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Story TellingStory Telling
A story is a description of what happened in a situation. If you hear “what really happened” you are hearing a story. Story telling can be a most effective way of transmitting wisdom from one person to another.
A & I Human Resources Department
Document RepositoriesDocument Repositories
A collection of textual showrooms that can be viewed, retrieved and interpreted both by humans and by automates.
A document repository adds navigation and categorization to the information stored.
A & I Human Resources Department
Structured On the Job Structured On the Job TrainingTrainingInstruction takes place on the actual job site,
usually involving learning skills or procedures in a hands-on manner following a defined structured learning process.
A & I Human Resources Department
Knowledge Transfer Tip #2Knowledge Transfer Tip #2
Formalize existing processes.
Keep the Knowledge Transfer Plan effective and appropriate to the work.
Monitor and evaluate the plan to ensure the knowledge truly is transferred.
A & I Human Resources Department
Roles & ResponsibilitiesRoles & Responsibilities
Agency Managers> Identify critical
components and KSA’s> Develop Knowledge
Transfer Plan> Assure Plan is
accomplished
HR & A & I Consultants> Assist managers in
identifying KSA’s> Assist managers in
developing Knowledge Transfer Plan
> Available for ongoing consultation
A & I Human Resources Department
““Knowledge is the most Knowledge is the most important raw material of important raw material of government; working with government; working with knowledge is its most knowledge is its most important process; and important process; and knowledge is what citizens knowledge is what citizens expect government to expect government to provide.”provide.”
Thomas A. Stewart
Editorial Director
Business 2.0 Magazine