Measuring Knowledge Services: Critical Success Factors

Transcription

1 Transforming Libraries Measuring Knowledge Services: Critical Success Factors March18, am PDT/2.00pm EDT 2014 Soutron Global

2 Transforming Libraries Today s(presenters( Guy St. Clair Tony Saadat Maria Phipps

3 Future Ready! Transforming Libraries Our presenter Guy St Clair asks:!( 1. In the knowledge services operation for which you are responsible (specialized library, research unit, records management department, etc.), what performance measures are in place? 2. Is there a measurement strategy for enterprise-wide knowledge services? 3. Does your organization utilize a return-on-investment (ROI) or effectiveness measures framework? Is your knowledge services business unit included in this framework?

4 "Managing Library Transformation" Transforming Libraries Our goal at Soutron Global is to partner with our clients to manage the library transformation by introducing the best technology in the most cost effective manner.. We have created a collaborative culture that is differentiated and unique.. Tony Saadat

5 Transforming Libraries into Digital Information Resource Centers Guy St. Clair President and Knowledge Services Evangelist SMR International Lecturer and Subject Matter Expert M.S. In Information and Knowledge Strategy Program Columbia University Consulting Specialist for Knowledge Services Soutron Global

6 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Three (Coincidental) References: Tim Powell s new book: The Knowledge Value Chain Handbook 4.0 Powell is President and CEO of The Knowledge Agency ( SLA/SMR Certificate Program: KMKS106 Critical Success Factors: Measuring Knowledge Services Apr 7-23 ( ) Taught by Guy St. Clair and Dale Stanley Critical Success Factors: Management Metrics, Return-on-Investment, and Effectiveness Measures for Knowledge Services, by Guy St. Clair and Dale Stanley Available for free download from SMR International:

7 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Discussion Questions/Talking Points: 1. In the knowledge services operation for which you are responsible (specialized library, research unit, records management department, etc.), what performance measures are in place? 2. Is there a measurement strategy for enterprise-wide knowledge services? 3. Does your organization utilize a return-on-investment (ROI) or effectiveness measures framework? Is your knowledge services business unit included in this framework? Organizational success depends on the proper management of knowledge assets as well as on the measurement of how well those assets perform.

8 POLL Polling Question # 1: Do you have an established process for evaluating service delivery in your library?! Yes [33%]! No [60%]! Don t know [ 2%]! Not sure [ 5%] ( ( [Results(added(post3webinar( (83%(of(par<cipants(responded](

9 Transforming Libraries Measuring Knowledge Services: Critical Success Factors! Activities and undertakings that must go right for the organization to succeed! An easy-to-communicate and easy-tomonitor outlet for keeping track of what contributes to the organization s success (and what doesn t)! Usually built into the strategic planning/ strategy development process! Often identified as milestones or other time-framed measures that must be met if the factor is to be considered successful Or perhaps just simply a concept: What s important in the larger enterprise?

10 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Key Performance Indicators (KPI) Key Success Indicators (KSI)! Key Performance Indicators are quantifiable measures, commonly agreed to, and reflecting the organization s critical success factors! KPIs " differ depending on the organization " are always quantifiable (measurable) " usually relate to long-term considerations! Do not change often (unless corporate goals change).

11 Knowledge Services Knowledge Services Information Management Knowledge Management Strengthened Research Contextual Decision-Making Accelerated Innovation Successful Knowledge Asset Management Strategic Learning Roles Information Professional Information Facilitator / Consultant Strategic Knowledge Professional Knowledge Thought Leader Approaches From Reactive to Proactive to Interactive and Integrated

12 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Knowledge( KM( Knowledge( Assets( Knowledge(Services(

13 Knowledge Services Knowledge Services Information Management Knowledge Management Strengthened Research Contextual Decision-Making Accelerated Innovation Successful Knowledge Asset Management Strategic Learning Measuring Knowledge Assets Knowledge Content Knowledge Structure Knowledge Reasoning Managing Intellectual Capital Strategize Assess Evaluate

14 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Why Measure? Basic(Management( Responsibility( Keeps(Knowledge( Services( on(track ( Reviews(&(Improves( Knowledge(Services( Delivery( Captures(Enterprise3 wide(knowledge( Services(Impact( Enables(New( Knowledge(Services( Management(Focus(

15 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Knowledge Services Metrics Integrates(Us( into(the( Management( Process( Iden<fies(New( Forms(of( Intellectual( Capital( Enables( Communica<on( with(key( Stakeholders( Critical Knowledge Thought Leadership Role

16 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Our Discussion Question: Is there a measurement strategy for enterprise-wide knowledge services? The measurement strategy connects knowledge services with the central value proposition for the entire organization. Mission( So the goal of the measurement strategy is to identify and codify the central value proposition for knowledge services within the larger enterprise, in alignment with the mission, vision, and values of the organization. Vision( Values(

17 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Measurement Strategy 1. Who will be receiving the information (and making decisions based on these metrics)? 2. What do these people want (need) to know? Limited(number(of( metrics( Metrics(relevant(to(the( organiza<on(purpose( Metrics(describing(the( impact(on(business( outcomes(

18 POLL Polling Question # 2: In your organization, is there a measurement strategy for enterprise-wide knowledge services?! Yes [10%]! No [57%]! Don t know or not sure [33%]( ( [Results(added(post3webinar( (83%(of(par<cipants(responded]( (

19 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Our Discussion Question: In the knowledge services operation for which you are responsible (specialized library, research unit, records management department, etc.), what performance measures are in place? What are the Critical Success Factors? The Key Performance Indicators? Have you identified these for the company or larger parent organization? For the library?

20 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Types of Measures Quan<ta<ve( ( hard )( Opera<onal( (Tac<cal/Measures(Efficiency)( ( ( " (((((Transac<on(counts( " (((((Use(of(resources( " (((((Time/$(saved(looking(for(info((vs.(<me/$ (saved(by(value(of(the(content( " (((((Benchmarking(ra<os( " (((((Input/output/;process(measures( Value( (Strategic/Measures(Effec<veness)( ( ( " (((((Time/$(saved(using(content (provided(or(knowledge (transferred((vs.(<me/$ (saved(looking(for (informa<on( " (((((ROI( ( Qualita<ve( ( soa )( ( " (((((Service(level(agreements( " (((((Service(provision(leading(to(partnership (development(with(similar(business(units ( "(((((Impact( "(((((Anecdotal((Narra<ve)( "(((((Outcome(measures

21 Transforming Libraries Measuring Knowledge Services: Critical Success Factors Our Discussion Question: Does your organization utilize a return-on-investment (ROI) or effectiveness measures framework? Is your knowledge services business unit included in this framework? Higher(Quality( Lower(Effec<veness( Higher(Quality( Higher(Effec<veness( Knowledge(Services( Effec<veness(Measures( Lower(Quality( Lower(Effec<veness( Lower(Quality( Higher(Effec<veness(

22 Transforming Libraries KM and Knowledge Services: Consensus or Shared Principles? Does your organization utilize a Return On Investment (ROI) framework for measuring success? ROI can be defined fairly simply: The monetary benefits derived from having spent money on developing a product or service. Intangibles are sometimes the most important benefits, but because many of them may be long term, they are typically the most difficult to quantify.

23 Transforming Libraries KM and Knowledge Services: Consensus or Shared Principles? Did We Answer the Questions? 1. In the knowledge services operation for which you are responsible (specialized library, research unit, records management department, etc.), what performance measures are in place? The answer is. 2. Is there a measurement strategy for enterprise-wide knowledge services? The answer is. 3. Does your organization utilize a return-on-investment (ROI) or effectiveness measures framework? Is your knowledge services business unit included in this framework? The answer is.

24 Cloud-based Library, Information, and Knowledge Services Solutions TRANSFORMING+LIBRARIES:+ THE$2014$SOUTRON$GLOBAL$WEBINARS$WITH$GUY$ST.$CLAIR$(SMR$INTERNATIONAL)$ Coming Apr 15, 2014 Talking Points for Apr 15: Knowledge Services: What s Expected? 1. Let s address the L word : Do you (and your colleagues working in the library with you) speak the same language as organizational management, with respect to the role and purpose of the library? What about your clients? 2. How does your job description and those of any staff who work with you in the library connect to management s expectations about the unit? 3. Likewise, what are the expectations of identified knowledge services users in the parent organization (your clients)? Do you have monitoring or assessment procedures in place, so you know their expectations?

25 Perhaps of Interest THE SLA/SMR INTERNATIONAL KM/KS CERTIFICATE PROGRAM The Courses " KMKS106 Critical Success Factors: Measuring Knowledge Services (online April 7-23, 2014) " KMKS103 Knowledge Strategy: Developing the Enterprise-Wide Knowledge Culture (SLA Annual Conference, Vancouver, British Columbia June 6, 2014) " KMKS101 Fundamentals of KM and Knowledge Services (SLA Annual Conference, Vancouver, British Columbia June 7, 2014) " KMKS102 The Knowledge Audit: Evaluating Intellectual Capital Use (online August 11-27, 2014) " KMKS101 Fundamentals of KM and Knowledge Services (online September 8-24, 2014) " KMKS105 Change Management and Change Implementation in the Knowledge Domain (online October 14-29, 2014) " KMKS104 Networking and Social Media: Technology- Enabled Knowledge Sharing (online February 9-25, 2015) Contact:

26 COLUMBIA(UNIVERSITY( M.S.(IN(INFORMATION(AND(KNOWLEDGE(STRATEGY((IKNS)( Want to move into a recognized leadership role in KM, knowledge services, and knowledge strategy development? Check out Columbia University s M.S. in Information and Knowledge Strategy. The program prepares knowledge practitioners to plan and lead knowledge and information services, improve collaboration and networks, and create innovative knowledge products. Online information sessions are coming up on Mar 4, Apr 8, and May 6 th at 12 noon Sign up to attend at the IKNS graduate program site: [Guy teaches IKNS K4301 Management and Leadership in the Knowledge Domain in the graduate program.]

27 Contact information Guy St. Clair President and Knowledge Services Evangelist SMR International 10 Park Avenue (Suite 4-F) New York NY USA Tony(Saadat( President(and(CEO( Soutron(Global( 1653(Aryana(Dr.( Encinitas,(CA(92024( +1( (X123( (

28 Cloud-based Library, Library, Information, Information, and Knowledge and Management KM/Knowledge Solutions Services Solutions Thank you Tony(Saadat( CEO Soutron Global ( Maria(Phipps( (Library Consultant Soutron Global Follow$Us$ h@ps://twi@er.com/soutronglobal$ ((((((Graham(Beastall( Managing Director Soutron graham.beastall@soutron.com