While managing a large effort to consolidate global knowledge-management repositories and processes across the enterprise, Accenture has established a centralized measurement framework to assess the status and value of knowledge-management activities. Based on this work, the speaker will prepare you to accomplish some of the key activities in establishing a knowledge-management measurement framework-including developing an knowledge-management evaluation model, defining and prioritizing metrics across levels of the model, and designing a knowledge-management reporting system. You also will gain tips and techniques for dealing with critical, practical issues such as the balance between standardization and localization, identifying common metrics across diverse knowledge-management areas (for example: search of knowledge repositories, communities of practice, expert forums, and so forth), and working with stakeholders to obtain support for the measurement framework. Of particular interest will be establishing a knowledge-management evaluation model-recognizing that the well-known training evaluation levels do not directly generalize to knowledge-management evaluation.

Learning Objectives - Develop a measurement model for knowledge management. Design measures and reports to summarize the status and value of knowledge-management activities. Communicate effectively with stakeholders to design evaluation of knowledge-management initiatives.