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BEA 001—2002

KM Challenge 2002 ADVANCED MODELS OF KNOWLEDGE MANAGEMENT —

PRACTICAL APPROACHES FOR IMPLEMENTATION

Conference Chair & Organiser Tim Kannegieter KM Specialist Business Excellence Australia Standards Australia

Editor Greg Timbrell Associate Director Information Systems Management Research Centre Queensland University of Technology

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KM Challenge 2002 – Sydney, 8-9 May 2002

October 2002

Copyright

Standards Australia International Ltd

All rights are reserved. No part of this work may be reproduced or copied in any form or by any means, electronic or mechanical, including photocopying, without the writing permission of the publisher.

Published by Standards Australia International Ltd

ISBN 0 7337 4792 2

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KM Challenge 2002 – Sydney, 8-9 May 2002

PREFACE

This conference has been organised by Business Excellence Australia (BEA) a division of Standards Australia International. The conference has been organised with the permission and support of Standards Australia’s Knowledge management committee but there is no formal link between the standards development process and the papers presented in this conference.

The papers have been selected on the basis of an initial review of abstracts by BEA knowledge management specialists. Peer reviews and editorial feedback was then provided by Greg Timbrell from Queensland University of Technology. At KM Challenge 2003 a full editorial review process will be employed.

The following people provided peer review feedback to the authors. The authors were under no obligation to incorporate any or all of the feedback.

Peer Reviewers:

Serena Joyner Sydney Catchment Authority

Glenn Lee Water Corporation

Kate Andrews BDO Kendalls

Laurie Lock Lee Computer Science Corporation

Frada Burstein Monash University

David Stephens Intellectual Capital A.C.T

Tim Kannegieter Standards Australia

Adrian Farrell Woodlawn Marketing Services

Sue Jefferies Future Fantastic

Greg Timbrell Queensland University of Technology

Gray Southon University of Technology Sydney

Tracey Dalitz

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KM Challenge 2002 – Sydney, 8-9 May 2002

TABLE OF CONTENTS

Page

Foreword ...............................................................................................1

Introduction...........................................................................................3

PAPERS

Dorothy Leonard ...................................................................................5 Keynote Speech

Greg Marsh & Martin Burke .................................................................7 Resolving The Knowledge Management Paradox: Balancing The Mild, The Wild And The Crazy

Adrian Farrell ..................................................................................... 23 It’s About Time!: A Holistic Knowledge Management Model for Managing an Organisation’s External Affairs

Dr Kate Andrews ............................................................................... 37 ‘Big’ Knowledge Management: The Case for KM Strategy Development

Cherylann Edwards ........................................................................... 51 The Future of Knowledge Work: Collaboration at Microsoft

Edward Swanstrom ........................................................................... 61 Keynote Speech

Tracey Dalitz....................................................................................... 63 Focusing on Cultural Aspects of KM

Dr Neil Bechervaise, Scott Bourke & Michael Shepard .................. 79 Creating a Knowledge Organisation through Cultural Transformation: Rethinking the Paradigm

Frada Burstein & Henry Linger ......................................................... 97 Supporting Knowledge Work Practices: A Task-Based Framework for Knowledge Management Systems

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KM Challenge 2002 – Sydney, 8-9 May 2002

Yvonne Butler ................................................................................. 113 Strategy Realisation through Knowledge and Project Management

Partick Callioni ................................................................................ 127 Keynote Speech

Petar Bielovich ................................................................................ 131 “And Now For Round 3”: Re-Inventing Knowledge Management at PwC Consulting

Kersti Nogeste ................................................................................ 151 Working Smarter by using the APQC KM Framework to Realise a Business Knowledge Repository

Cris Townley ................................................................................... 165 Bringing Campfires Together: Building a Knowledge Sharing Culture in a Professional Services Firm

Gray Southon .................................................................................. 177 Knowledge Structures in the Health System: Problems and Opportunities

Laurence Lock Lee ......................................................................... 189 Where Business Process Meets Business Practice

Sue Halbwirth, Maureen Henninger & Jan Houghton ................... 205 The New Literacy: A Human Dimension of Knowledge Management

Thomas Clarke ................................................................................ 219 The Knowledge Economy, Knowledge-Based Business and Knowledge Management: Examining the Business Models of the New Economy

Kate Crawford & Helen Hasan......................................................... 237 Knowledge Management in the Knowledge Industry: The Challenge for Universities

Dave Snowden ................................................................................. 251 Keynote Speech

Panel Discussion ............................................................................. 253 Transcription of Panel Discussion

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KM Challenge 2002 – Sydney, 8-9 May 2002

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KM Challenge 2002 – Sydney, 8-9 May 2002

FOREWORD

The purpose of this conference is to stimulate debate in the knowledge management community that will raise the bar of consensus about what constitutes best practice. The papers are not intended to define what advanced knowledge management is. Rather, they recognise that diversity of opinion is critical in advancing the boundaries of knowledge.

Each speaker was asked to put forward advanced models of knowledge management with no restriction other than the need for evidence to back up their claims. Some of the papers ‘push the envelope’ while others provide new insights of how to align KM with traditional management philosophies. In every case we are satisfied they will stimulate the reader to think about their organisations in new ways.

Until recently the field of knowledge management has been more of an art than a management science. The release of Standards Australia’s Knowledge management Framework (HB 275 – 2001) did much to clarify the basic fundamentals of knowledge management. It also raised many questions about how such an approach could be implemented in the complex reality of modern networked organisations where knowledge flows seamlessly across and among people, stories, cultural norms, systems and organisational boundaries.

While this conference challenges speakers to break new ground with their papers, the real challenge lies with the participants and every reader of these papers. The practice of knowledge management will ultimately be advanced in your organisation as you test the validity of these models and discover how real benefits can be derived from a focus on knowledge.

In May of 2003 we will hold another knowledge management challenge. We expect that the speakers of tomorrow will be drawn from the ranks of today’s audience. We encourage every practitioner to start thinking now how to articulate the lessons they learn in their own knowledge management journey.

Tim Kannegieter

Conference Chair

Standards Australia International Ltd 1

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KM Challenge 2002 – Sydney, 8-9 May 2002

NOTES

2 Standards Australia International Ltd

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KM Challenge 2002 – Sydney, 8-9 May 2002

INTRODUCTION

Over the past two years Standards Australia has been a central figure in the development of a national community of knowledge management practitioners. This community was responsible for the initial framework document HB275 and is now working towards an interim standard. The result is an Australian effort that is comparable to anything of its type being produced anywhere else in the world today.

Looking to develop this community further, to bring the members face-to-face, to discuss, debate and develop our concepts, Standards Australia initiated the KM Challenge conference. The conference invited papers from our community that were practical and innovative, asking for tools and techniques to help organisations improve their management of knowledge.

Sixteen Australian papers are included in the conference proceedings covering an array of different approaches, techniques, stories and concepts. In reading the papers or listening to the presenters, we ask participants to position the materials in the context of their own organisations. In doing so, we recognise that the concepts, tools and stories may not necessarily have immediate application or personal relevance. But we hope that the papers herein will stimulate conversation and your imaginations, so that our community will mature and emerge as a player on the world stage.

These papers are first steps. Some of the concepts and approaches are of international standard; others have some way to go and need input and reflection from our conference participants. We hope that each paper will assist you, the reader and listener, to see your organisation from a new or different perspective. We have presented a mixture of stories, practical approaches, down-to-earth advice combined with new concepts, developing ideas and untested methods.

Our speakers have written papers to be read but more importantly to solicit feedback from their peers. Their presentations will be designed for listening and discussing. Our conference culture must be one of questioning, improving, debating and refining ideas within our community. At events such as this we are inventing the language of our discipline and cultivating ideas so they may ripen, to be reaped in the future.

Our vision for this conference is that it becomes the ‘meeting room’ for our community: a noisy, friendly hotbed of debate and exchange where friendships are formed, current thinking is challenged and new ideas are born. It’s a time when we can leave our email and list servers and meet each other in real life. I have heard many contributors to the Framework and Interim Standard say proudly in other forums that they contributed to these efforts. We hope that one day you shall look back on these humble conference beginnings and proudly say ‘I was there’.

Greg Timbrell

Program Chair

Standards Australia International Ltd 3

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