Knowledge ManagementPractical Ideas and ApproachesPractical Ideas and Approaches

Maryanne Ward, PACCAR Technical Center

maryanne.ward@paccar.com12479 Farm to Market RoadMount Vernon, WA 98273

360-757-5402

Accessing International Transportation Resources

WorldwideJuly 2001, St. Petersburg, FL

The Context

Selected Projects

• Standards HarmonizationStandards Harmonization

• Graphic SymbolsGraphic Symbols

• Engine EmissionsEngine Emissions

• Incident ReportingIncident Reporting

Consider in context of...

•Management

•Organizational/cultural aspects

•Technologies

•Employee acceptance/involvement

Corporate Standards Expertise Group

Charter

...to focus on concepts, approaches, and methods to create, capture, maintain, control, distribute, and translate knowledge and data into global standards...

Standards Harmonization Expertise Group

Standards HarmonizationKey Issues/Challenges

Management

Directive from top, few specificsInitially one mid-level “manager-champion”Investment level varied widely among unitsUse of experts’ time an issueExisting structures varied widelyPro-active vs re-active (czar vs support)Budget

Standards HarmonizationKey Issues/Challenges

Organizational/Cultural

Widely differing philosophiesAuthorityGovernance“Committee” vs “representatives”Varying technical competenceWho are “key experts”Verbal/written communication skillsTradition of division independenceNits

Standards HarmonizationKey Issues/Challenges

Technical

Content expertiseCommunications/collaborationExpensive software tools unnecessaryDatabase/publishing/docmgt/web skills already in placeISO standards guidelinesLibrary licenses external standards, provides crucial research

Standards HarmonizationKey Issues/Challenges

Employee Acceptance

Involved “right” people from startEstablished open processSlow but thoroughService orientationCSEG members worked with own unitCollaborate rather than dictate

Standards HarmonizationKey Issues/Challenges

Results to date

Per mgt, satisfactory number of standardsSturdy platform for futureBest knowledge globally appliedStandards called out on drawings, PO’sStandards Engineer role improvedHelp sought by Manufacturing/CAD/CAMSlow but steady; institutionalizedViewed as “umbrella” for enabling

Graphic Graphic Symbols

Symbols

Graphic Symbols Low human, high tech

Graphic SymbolsKey Issues/Challenges

Management

No actual directive - bottom upWeak interest but no oppositionOK as “spare time” projectStandards Group crucial to “make happen”

Graphic SymbolsKey Issues/Challenges

Organizational/Cultural

•Grew out of annoyance, “bottom up”•Very low priority--took about two years•Weak planning•“Right” people not involved at start•Governance•“European” knowledge crucial, but weak involvement initially

Graphical SymbolsKey Issues/Challenges

Technical

•Poor mix of skills initially•Varying formats, different CAD systems•Multiple symbols for similar application•Large unmanageable Word file•Database created late in process •Crucial ISO standard revised midway•Technical Library support crucial

Graphical SymbolsKey Issues/Challenges

Employee Acceptance

•Positive so far - saves hassle, time•Crucial buy-in from key UK ergonomist•Governing document approved•Attention procured! Now want changes•Full implementation will be slow•Transition will need to be managed

Emissions Low tech, high Emissions Low tech, high humanhuman

Engine Engine

suppliers

suppliers

accessory

accessory vendorsvendors

O.E.M.O.E.M.

supplierssuppliers

Emissions

EmissionsKey Issues/Challenges

ManagementHighly directive, specific, and ongoing

OrganizationalComplex: Multiple players, “insiders/outsiders”

TechnicalWeb skills, esp. homepage as a “portal”Secure permissions from IT group

Employee AcceptanceHigh efficiency, lowers annoyance, promotes openness

Incident Reporting High tech, High Incident Reporting High tech, High humanhuman

Incident ReportingKey Issues/Challenges

Management

•Directive from client •Had to react, but how? •Formed team•Gave directives at crucial moments•Provided budget

Incident ReportingKey Issues/Challenges

Organizational/Cultural

•Low consensus•“Best way is my way”•No cohesive existing group•Low team skills•Low cross-group leadership skills•Little experience with workflow cross-group approaches

Incident ReportingKey Issues/Challenges

Technical

•Good basic software•Not just software! Cameras...•Low experience with databases•End users dispersed geographically - had to be trained

Incident ReportingKey Issues/Challenges

Employee Acceptance

•Low at our end; high at client end•After two years, OK all around•Method now used for similar applications

Keys to Success• No strong management oppositionNo strong management opposition

• Base on cost/benefit, real needBase on cost/benefit, real need

• Right players, right skills, right Right players, right skills, right timingtiming

• Approach depends on nature of Approach depends on nature of info + end-useinfo + end-use

• Foster “open” cultureFoster “open” culture

• Team & enabling skills crucialTeam & enabling skills crucial

• AnticipateAnticipate

• CommunicateCommunicate

• Use librarians’ info mgt skillsUse librarians’ info mgt skills

“Knowledge Management isthe discipline concerned with how an organization's intellectual assets are exploited for greater productivity and increased competitiveness”

From: Kent State University course description

Knowledge ManagementPractical Ideas and ApproachesPractical Ideas and Approaches

Maryanne Ward, PACCAR Technical Center

maryanne.ward@paccar.com12479 Farm to Market RoadMount Vernon, WA 98273

360-757-5402

Accessing International Transportation Resources

WorldwideJuly 2001, St. Petersburg, FL