White Paper Published in "Knowledge Management" Magazine by Peter Salvestrini

"Knowledge Transfer Methodology, Training: The Forgotten Necessity"

Build knowledge transfer into your project process

 “But one thing we can predict: the greatest change will be in knowledge—in its form and content; in its meaning; in its responsibility; and in what it means to an educated person.”

                                                                                                —Peter Drucker, Post-Capitalist Society

Today’s workers want to learn. In the knowledge management driven, competitive marketplace, knowledge workers must be properly taught to use the technology tools on their desktop. By following human-oriented, knowledge transfer deployment models, companies are able to measure the success and productivity of knowledge management efforts and expenditures. Knowledge managers who will benefit from the effective training of their staff members include decision-makers in all functional areas and industries.

To realize the maximum return on investment (ROI) through knowledge transfer, three approaches should be considered:

1.       knowledge transfer must be recognized as a critical part of a knowledge manager’s job

2.       a methodology-driven, integrated approach to knowledge transfer must be adopted

3.       traditional learning media must be examined and supplemented with new media

Knowledge Transfer Defined

Learning is the process of transferring knowledge from one person or organization to another. Knowledge about a system must be transferred from the people who designed and built the system to the individuals who are expected to use it. If this transference does not occur or is incomplete, then the success of the project is negatively impacted.

Knowledge about a system is a corporate asset to be managed by the knowledge manager. It is the knowledge manager’s job to ensure that knowledge is transferred in the most effective and cost-efficient manner. Knowledge transfer is undeniably a key component of knowledge management. It measures whether the effort has produced results for the business.

Knowledge transfer is the refinement and true synthesis of the sciences of training and technical communication. Training, technical documentation, facilitated learning, computer/media/Web-based training, and distance learning are examples of the media through which knowledge transfer takes place.

Unfortunately, however, knowledge transfer is often a last-minute project consideration grafted on toward the end of a project. Indeed, it is possible to expend tremendous amounts of financial and human resources to build the best possible system. The entire effort, however, may be in vain if knowledge workers are not empowered with the ability to learn the new system. If the new system is under utilized, an overall sense of frustration, if not anxiety prevails.

Knowledge Transfer Methodology

A methodology-driven, integrated knowledge transfer approach avoids the problems and frustrations of ineffective or non-existent knowledge transfer while controlling the costs of the project. “The cost of user development without training can be up to twice that with training,” states Gartner Group in a report entitled, “Training Is Mandatory for Users/Developers,” published on 29 January 1997. Industry metrics suggest that between 12% and 18% of total project cost should be allocated to knowledge transfer in the form of documentation and training.

Failure to budget for training can raise the cost of a project in two ways, the Gartner report states. First, incremental development costs increase because knowledge workers do not know enough about how to use tools or implemented systems. Second, costs increase because projects fail or applications need to be redeveloped because they prove to be inadequate to the task.

Through the use of business-oriented instructional design techniques, custom knowledge transfer solutions can be developed that include mixed media training, hardware and software documentation for users and technical staff, and on-line documentation and help systems. Time and resources will be saved, and the knowledge worker will be properly trained to assume new and greater responsibilities.

The many benefits of a business oriented knowledge transfer methodology include:

·         the timeline between the problem and the solution is shortened by experience as manifested in best practices

·         the use of proven templates dramatically improves chances for success

·         deliverables are immediately defined and the end-result apparent from the beginning

·         common language enhances project communication facilitating an accepted solution

·         end-users participate from the beginning and become a project’s best advocates

·         users are empowered to use the systems determined best to perform the tasks at hand

A phased approach to developing knowledge transfer is as logical and necessary, as it would be on any other type of project. Quality assurance needs to be performed in each phase. The phases associated with this approach are:

·         planning and analysis

·         design

·         development

·         acceptance and enhancement

·         implementation with competency evaluation

For an efficient strategy to be deployed, the focus of the knowledge manager turns to the various project phases and associated quality checks.

This phased approach creates accuracy of projections that contribute to quality and ROI. Each phase has a number of associated templates, deliverables, and strategy considerations that refine the approach and time estimates for the next phase.

In order for the process to work, knowledge transfer specialists need to become an integrated part of the overall implementation team. They need to understand systems and processes from a technical and end-user perspective, then deliver a learning solution that satisfies the human need for personal growth and the business need for increased or enhanced productivity. This process requires gathering information from subject matter experts and management, attending and conducting status and information-gathering meetings, and understanding the culture of each corporate community.

New Media Approaches

Industry pundits have said much about the rapid pace of change in information technology. New technology tools, such as on-line documentation, Web-based training (WBT), and other forms of distance learning are continuously challenging traditional learning methods and approaches.

Even so, the majority of knowledge workers and managers still prefer comfortable learning situations and solutions in the form of instructor-led training and paper-based curriculum. These traditional solutions, though not always providing the best results, are still considered best practices by many.

Knowledge transfer specialists must be cautious and exercise prudence when attempting to implement new solutions. Only through this conservative approach and associated success stories will new ideas receive the widespread acceptance they deserve.

The creation of multiple integrated solution sets that involve both traditional and new methods is an exciting and rewarding challenge facing today’s knowledge managers. No single solution will satisfy the particular needs of a group in the early days of the digital age.

Whatever the media, the training approach should focus on ensuring that knowledge transfer occurs between the training provider and the knowledge manager, then between the training program and the knowledge workers. Training needs to be customized to each specific business need, so as to enable the trainee to become operational as quickly as possible.

Learning must be convenient to the busy knowledge worker. It must be available any time and any place. It must be designed to be assimilated in small increments so as not to occupy any particular large segment of time. It must be presented in a media that the knowledge worker is currently comfortable with and/or presents a new and exciting learning challenge.

Above all, ROI will be maximized when knowledge transfer contributes to the worker’s sense of dignity and self-determination.