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Final Report Final Report Evaluation of Knowledge Management Innovation in ETF Operations SKS-14-07 Submitted to the European Training Foundation, Turin 5th December 2014 Assignment No. 6: Evaluation of Knowledge Management Innovation in ETF Operations ICON-INSTITUTE GmbH & Co. KG Consulting Gruppe CONTENTS Executive summary ................................................................................................... 6 1 Introduction..................................................................................................... 7 2 Background, approach and methodology ........................................................... 8 2.1 Introduction .............................................................................................................. 8 2.2 Short overview of knowledge management within ETF ........................................... 8 2.3 Aims and goals of the evaluation ............................................................................ 11 2.4 Methodology and research methods ...................................................................... 11 2.5 Exploring some basic concepts used in the report ................................................. 12 3 Evaluation of KM on strategic level .................................................................. 15 3.1 Introduction ............................................................................................................ 15 3.2 Clarity on the knowledge strategy and goals setting .............................................. 15 3.3 Translation of needs into strategic objectives ........................................................ 17 3.4 Communicating the KM strategy ............................................................................ 23 3.5 Support from senior management ......................................................................... 24 3.6 Achievement of strategic objectives ....................................................................... 25 3.7 Concluding remarks ................................................................................................ 26 4 Evaluation of KM on organisational level ......................................................... 29 4.1 Introduction ............................................................................................................ 29 4.2 Organisation structure ............................................................................................ 29 4.3 Embedding KM in HR policies ................................................................................. 32 4.4 Organisational Culture for knowledge sharing ....................................................... 34 4.5 Innovative culture ................................................................................................... 36 4.6 ICT and KM infrastructure ....................................................................................... 38 4.6.1 Assessment of ICT systems ..................................................................................... 38 4.6.2 Assessment of KM services ..................................................................................... 39 4.6.3 Overall performance KM team / services ............................................................... 42 4.7 Concluding remarks on KM at organisation level ................................................... 44 5 Evaluation of KM at project level ..................................................................... 47 5.1 Introduction ............................................................................................................ 47 SKS-14- Page 2 Assignment No. 6: Evaluation of Knowledge Management Innovation in ETF Operations ICON-INSTITUTE GmbH & Co. KG Consulting Gruppe 5.2 The use of KM at project level ................................................................................ 48 5.2.1 Inspiration and ideation phase ............................................................................... 48 5.2.2 Project definition and kick off ................................................................................. 49 5.3 Project implementation .......................................................................................... 50 5.3.1 Monitoring and evaluation of KM and follow up .................................................... 52 5.4 Concluding remarks on the role of KM on project level ......................................... 52 6 Evaluation of KMI at strategic partner level ..................................................... 55 6.1 Introduction ............................................................................................................ 55 6.2 How do partners see ETF ........................................................................................ 55 6.3 Use and value of (KM) services ............................................................................... 57 6.4 Contribution of partners ......................................................................................... 62 6.5 Concluding remarks on KM and partners ............................................................... 64 7 Linking significant issues for the future with lessons learned from case studies 65 7.1 Introduction ............................................................................................................ 65 7.2 Short introduction of the two benchmarking cases ............................................... 65 7.2.1 Case 1: KPMG, the Netherlands .............................................................................. 65 7.2.2 Case 2: the British Council, the UK .......................................................................... 66 7.3 Linking significant issues and challenges with good practices ................................ 68 7.3.1 “House in order”: bring the storage and distribution of information and knowledge in order .................................................................................................................... 68 7.3.2 Better connecting the different online platforms and local project documentations into a shared information platform (e.g. using IBM Connections and/or SharePoint) ................................................................................................................................. 69 7.3.3 Leadership and governing KM (voluntary versus obligatory) ................................. 70 7.3.4 Role and position of KM .......................................................................................... 72 7.3.5 Embedding KM principles organisation wide .......................................................... 72 7.3.6 Identifying the needs for KM services ..................................................................... 73 7.3.7 Creating an innovative culture (co creation) .......................................................... 73 7.3.8 Better measurement of results ............................................................................... 74 7.4 Concluding remarks on the two benchmarking case studies ................................. 74 8 Conclusions and recommendation for 2014-2020 ............................................. 77 8.1 Introduction ............................................................................................................ 77 8.2 Conclusions in relation to the evaluation questions ............................................... 77 8.3 Recommendations .................................................................................................. 80 SKS-14- Page 3 Assignment No. 6: Evaluation of Knowledge Management Innovation in ETF Operations ICON-INSTITUTE GmbH & Co. KG Consulting Gruppe Annex 1 Case study KPMG ..................................................................................... 86 Annex 2 Case study The British Council ..................................................................... 92 SKS-14- Page 4 Assignment No. 6: Evaluation of Knowledge Management Innovation in ETF Operations ICON-INSTITUTE GmbH & Co. KG Consulting Gruppe SKS-14- Page 5 Assignment No. 6: Evaluation of Knowledge Management Innovation in ETF Operations ICON-INSTITUTE GmbH & Co. KG Consulting Gruppe Executive summary The main purpose of this evaluation is to assess the extent to which the overall and specific objectives of the Knowledge Management 2010-2013 policy have been achieved and to make recommendations for the further development of the 2014–2017 Knowledge Management Innovation policy. This study concludes that in the last four years ETF has taken many important steps developing and implementing a Knowledge Management (KM) strategy and accomplishing yearly implementation plans. Most of the challenges identified in 2009 are embedded in the KM strategy. A KM team with a dedicated budget and staff has been established. Additionally, systems, tools and guidelines were produced and staff has been trained and advised on KM issues. The KM infrastructure within ETF is promising (using IBM Connections including social interaction tools and future use of SharePoint for DMS and the potential of Yammer) and the online platform is tested in different thematic projects / CoPs and being extended to other projects. There are so to say different innovation “hotspots” were KM is taken up in ETF operations making use of third generation KM approaches and tools (online, virtual, platform, co-creation involving partners). Nevertheless, knowledge management is still not completely embedded in ETF operations (strategic, organisational,
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