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Representative POMs are described for Culture at each level of maturity.

2Basic

• Practice

  Communicate in a simple broadcast mode the value of KM and desired KM behaviours to all employees.

  Outcome

  Employees have some level of shared awareness of the value of KM and desired KM behaviours.

  Metrics

  • Yes/no indicators confirming receipt of communication of desired behaviours and performance.
  • Evidence of communication (e.g. email).

3Intermediate

• Practice

  Ensure the senior management team has allocated specific resources to activities which support a positive KM culture.

  Outcome

  Clear senior management support and adequate resources for staff to develop and carry out activities to support positive KM culture are evident.

  Metric

  % of senior management approved budget for KM culture reinforcing activities.

• Practice

  Develop a common language for KM concepts and practices.

  Outcome

  A shared language facilitates communication and practice improvement.

  Metric

  % of staff who use a shared KM language.

• Practice

  Train teams and provide coaching on the attitudes and behaviours required in the use and sharing of knowledge.

  Outcome

  Teams have a good understanding of and ‘buy in’ to the attitudes and behaviours that foster a positive KM culture.

  Metrics

  • $ budget for KM behaviour and attitude training.
  • % improvement in awareness and ‘buy in’ of teams before and after training (via questionnaire before training, immediately after, and after a time period to measure retention).
  • % of employees trained in KM behaviour and attitudes.

4Advanced

• Practice

  Put in place mechanisms for evaluating how areas of the organization (such as communities and departments) are adopting knowledge-sharing behaviours in line with the KM strategy.

  Outcomes

  • Documented results of the progress of areas of the organization in adopting knowledge sharing behaviours are available, providing a benchmark and improvement journey.
  • Employees are motivated to improve knowledge sharing behaviours.

  Metrics

  • % of organizational areas that take part in evaluation activities.
  • % improvement against benchmarks over a defined time period.

• Practice

  Ensure the senior management team are actively supporting KM culture through awareness raising among non-KM senior staff and engagement of KM staff with the senior management team.

  Outcome

  An organization-wide positive KM culture environment is led from the top.

  Metrics

  • % of the senior management team with a KM background or a high level of KM awareness.
  • % of times KM items are on the senior management team agenda.

5Optimized

• Practice

  Ensure behaviour-shaping activities are continually improved in targeted areas.

  Outcome

  Behaviours supporting a positive KM culture are improved most successfully in strategically important target areas.

  Metrics

  • Existence of indicators confirming improvement of behaviour-shaping activities.
  • % of areas within strategic target priority areas with improved behaviour-shaping activities.

• Practice

  Invite leading KM experts to organization events as speakers or consultants.

  Outcomes

  • Employees are exposed to the latest and most advanced insights into KM.
  • Employees learn specifically how KM insights relate to their organization, and are inspired and motivated to further support KM.

  Metrics

  • % of invited experts who are KM experts.
  • % score of events based on employees' feedback on evaluation sheets.

• Practice

  Measure KM positive behaviours that are demonstrated at an enterprise level, and reinforce as appropriate to the organization.

  Outcomes

  • Documented measures of positive behaviours are available.
  • Staff are motivated to improve behaviours and can see progress.

  Metrics

  • Frequency of measurement rounds (# of survey/feedback rounds for specified period).
  • Indicators are in place confirming that positive behaviours are being reinforced.