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Knowledge Management
Marleen Steele
Training Manager
PennDOT
Knowledge Loss at PENNDOT
• Attrition• Memory Loss• Change
– Management– Organization– Environment
• Consultants
What is KM?
• Information in action
• Intellectual capital
• High-value form of information that is ready to apply to decisions and actions
• Getting the right information to the right person at the right time
How Is KM Developed at PennDOT
• Communities of Practice• Site designed for the
Community• Infomediary • People and information
are connected • Explicit and Tacit
Knowledge are available
A Knowledge Management Model
Growing KM
• 3 pilots – Equipment Community– Line Painting (Agility
Collaboration)– Institutional Memory
The Equipment
Community
The Pilot for Equipment Managers
• Find, understand, share and use knowledge to create value (to the equipment managers, mechanics, and mechanic supervisors)
• Improve communications
Why Equipment Managers?
• Culture for sharing knowledge
• People who are supportive
• Computer skills • Important that the first
initiative include success stories
Committee Responsibilities
• Identify information• Verify easy Access• Provide SMEs• Include others as
needed• Work on challenges
Equipment Community
• Expertise Finder• Chats/Bulletin Boards• Tips, Tricks,
Innovations• FAQ’s• Safety Items• Technical Resources• Calendar/Events• Ebay for PENNDOT
Intranet Site
Rewards
• Leverage PCs – particularly in the garages
• Perceived as leading edge
Line PaintingAgility Collaboration
Agile Collaboratory
Technology
Peo
ple P
rocess
Line Painting Community
• Chats/Bulletin Boards• Tips, Tricks,
Innovations• FAQ’s• Safety Items• Technical Resources• Calendar/Events• Equipment Inventory
Rewards
• Increase Productivity• Access to Best
Practices • Communication• Repository for the
project, including contractor information
Institutional Memory
Storytelling Pilot
Our Story
PennDOT has an aging workforce.
How will we capture the knowledge and experience of this workforce before they leave their present positions?
Foremen – an Endangered Species
As of January 2001, who is eligible for retirement:
• 58% of highway foremen 3’s
• 30% of highway foremen 2’s
• 50% of the Foremen 1
The Concept
• Foreman Bill• Fayette County• $48,000 to pave the
road• 18 wheeler with metal
plates• No permit
The Story continues
• Foreman Ron • Driver ran the
flagger’s stop sign, coming into the work zone
• License plate, description
• State police issued citation
Application
• Stories available for the training of Foremen
Other Projects
• Knowledge Capture in our Research Area.
• Used to determine if position should be filled.
• A booklet based on a work done by New York on KM
• A Commonwealth intra-net website with KM subject.
It’s Not Perfect
• Internet or Intranet• Equipment Accessibility• S-L-O-W Speeds• Computer Skills• Pictures slow it down• Resources• Keep it Simple!
Other obstacles
• Change in Administration
• Loss of over 2000 people in the last 2 years
• Loss of champions
Now What?
• Research report to help us decide what to do next?
• Meeting with executive staff this month.
• Included on our long-term planning project.
Marleen Steele
717.346-9510
Training Manager
Bureau of Driver and Vehicle Program
Services
1101 South Front St
Harrisburg PA 17104
