Tools and Technologies
Provide and report on the availability of tools, technologies, techniques, and application guidelines and checklists to support knowledge management activities such as discovery, acquisition, and sharing (e.g. social media), and knowledge asset management activities such as organization, classification, and analysis (e.g. a knowledge repository).
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Tools and Technologies at each level of maturity.
- 2Basic
- Practice
- Implement basic tools and technologies to support KM on a per business unit basis.
- Outcome
- KM is facilitated to some extent by the use of tools.
- Metric
- % of employees using KM tools.
- 3Intermediate
- Practice
- Implement standard and consistent KM tools and technologies across business units.
- Outcome
- Coordinated sharing of knowledge is facilitated.
- Metrics
- % of employees using KM tools.
- % of business units using KM tools.
- Employee satisfaction with KM tools via surveys.
- 4Advanced
- Practice
- Implement an organization-wide IT-enabled social platform for knowledge exchange and sharing.
- Outcome
- Formal and informal knowledge sharing is facilitated.
- Metrics
- % of employees using the platform.
- Employee satisfaction with the platform via surveys.
- Practice
- Use Artificial Intelligence (AI) to maximize the value from knowledge.
- Outcome
- Advanced results and new insights are gained from knowledge.
- Metrics
- % use of AI in KM functions.
- # of employees with AI expertise.
- 5Optimized
- Practice
- Actively engage with and explore developing KM technologies such as advanced AI and machine learning.
- Outcome
- The organization's KM capacity has the ability to scale up across distance and throughout the wider business ecosystem.
- Metrics
- # of new technologies piloted.
- % of employee time allocated to investigating the potential of developing technologies.