Department of Administration & Information - Human Resources Knowledge Transfer Concepts Presented by the Human Resources Division

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.


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


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.


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.


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


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.


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


Knowledge TransferKnowledge Transfer

The process of sharing knowledge between one person and another

If knowledge has not been absorbed, it has not been transferred


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


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


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.


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.


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.


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.


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.


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?


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.


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.


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.


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.


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.


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.


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


““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

Documents

Department of Administration & Information - Human Resources Knowledge Transfer Concepts Presented by the Human Resources Division