Holland & Davis Products and Services for Knowledge Management

Products and Services for Practical Knowledge Management
Stop number two in the Practical Knowledge Management Warehouse is Consulting Products and Services. Holland & Davis, Inc. (HDI) has developed products and service lines of business that match the actions to take for practical Knowledge Management. HDI is able to provide tools, consulting services, and/or training to allow client organizations to move ahead with each action, largely with their own employees ... assisted by HDI support resources.

But before you get too far in looking at products and services for Knowledge Management, we suggest a first step that will help you figure out where to start!

Knowledge Management Diagnosis Services
Where is your firm in Knowledge Management? HDI uses an extensive evaluation template to let our clients assess their KM position. Clients come out of this "interactive assessment" with a clear reading on "where they are" and with specific actions to take for KM improvement.

Once you know where you are, you can begin to look at which areas you need to first address in KM. So if you're ready to start better managing your firm's knowledge, take a look at some of the practical actions below.

Targeting Knowledge
Knowledge Management begins with the targeting of the knowledge that is most critical to the firm and identifying the intellectual communities that are the developers and repositories of that knowledge.

1. Action: Target and communicate the specific knowledge subjects critical to the firm

Management of Technology Services

HDI's approach to Management of Technology (or Know How) is rooted in the measure of attributes of a firm's products and services that are valued by the customer. Our approach has been used in a wide assortment of industries from basic chemicals to biotechnology to allow our clients to focus on their most critical knowledge areas.

2. Action: Identify and support the critical intellectual communities of the firm

Intellectual Community Management Services

HDI has been a pioneer in identifying and providing management direction for intellectual communities in high technology and/or R&D settings. Drawing from work in the sociology of science, HDI has methods for detecting and evaluating the powerful social networks called "invisible colleges" that are behind the innovative thrusts in many knowledge subject areas.

Stimulating Knowledge Performance
For knowledge to be a useful asset of the firm, employee performance must be directed toward the effective and efficient use and management of that knowledge.

3. Action: Place knowledge expectations/requirements on all employees (all employees are required to "share on the inside" and "secure from the outside")

Change Communication Services

HDI has developed communications templates and model processes for use by organizations that have a new message to communicate to their entire work force. HDI has provided templates, training, and side-by-side consulting and production support to numerous clients in the midst of changing one or more aspects of their corporate direction.

Performance Management Services

HDI has done consulting in Performance Management Systems since the early 1970s. Our approach is to look systematically at the task of clarifying expectations/requirements for employees, ensuring they have proper training, adequate feedback and fair compensation for their performance to expectations.

(Personnel Policy Consulting (Internet, e-mail, network)

HDI has worked with clients over the years to identify, write, and distribute the kinds of personnel policies that support Knowledge Management (from Internet and e-mail policies to Proprietary Information and Patents policies). Company expectations and requirements for Knowledge Management are not enforceable unless properly identified, described, documented, and distributed as official policies and procedures of the company.

4. Action: Train as many employees as you can in the knowledge the company must keep employed in order to do its business well

Job Performance Training (JPT)

HDI has been a pioneer in Job Performance training, developing and implementing training programs for key jobs in industry since the early 80's. Job Performance Training focuses on providing the specific knowledges, skills, and attitudes needed by incumbents of key money-making jobs within companies. HDI has conducted JPT for a range of industrial positions from Bank Branch Managers to Oil Service Industry District Manager to NASA Flight Controllers.

5. Action: Incentivize key Knowledge Management actions

Performance Management Services

Facilitating Knowledge Operations
An important part of Knowledge Management is facilitating its use through the provision of tools and events that enable knowledge acquisition, transfer and storage as well as collaboration among knowledge performers.

6. Action: Enable Knowledge Management collaboration

Knowledge Management Information Systems Services

HDI is not a technical vendor of computer systems. We have focused our attention on supporting user clients as they identify their information systems requirements, select systems and vendors, and go through the very difficult task of ensuring that the information system is fully employed to meet the organization's needs. We help the client manage the organizational risk (will people us the system?) and business risk (will the system make us any money?). We can also provide user program management to help ensure that the technical vendor is managing the technical risk (will the system operate?).

Electronic Meeting Facilitation

HDI personnel have conducted hundreds of meetings over the past decade, aiding teams in dealing with interpersonal and group dynamics to get at real issues. This use of electronic group support systems has resulted in more effective decision making and better overall satisfaction with team process.

Team Building for Knowledge Teams

HDI has been in the team building business for over twenty years -- focusing on assisting work teams to meet the requirements of the business. HDI's Team Building services are tied directly to the client's vision, strategy, organization charts, and work processes, including a focus on the knowledge needed for optimal performance. No touchy feely stuff here -- strictly team building for business results!

Program and Project Management

HDI has trained and experienced program and project managers on staff to support the work of our clients. We have found these management skills to be invaluable in supporting Knowledge Management changes and initiatives in client organizations

7. Action: Conduct Knowledge Events as needed

Best Practices exercises/processes

After Action Reviews (AARs) (Lessons Learned Exercises)

Knowledge Fairs or Conferences for Networking

Event Management and Production

HDI has assisted a variety of clients in conducting Knowledge Management events such as Best Practice exercises. We have also assisted clients in setting up Best Practices ongoing programs. We have extensive experience in conducting Lessons Learned exercises that range from routine post-project reviews to official and formal major program/project reviews. HDI personnel have managed and produced networking events, technical programs, and trade shows (ranging from a dozen attendees to thousands of attendees from all over the globe). HDI is available for such Knowledge Management events in either the direct production or "coach behind the scenes" role.

Deploying and Retaining Knowledge
Knowledge is only of value to the firm if it is deployed in products/services and/or processes. The challenges are to keep critical knowledge consistently deployed in existing processes and to systematically deploy new knowledge into the operations of the firm. The most important element of retaining knowledge is to maintain living linkages with present and former employees who are the vital elements of the firm's knowledge capacity.

8. Action: Manage critical knowledge in all key processes of the business

KM Process Management Services

A company produces results through its work processes - processes that need to be managed to stay in control and on target. HDI has worked for more than a decade on helping clients define critical processes across the organization, put those processes under single management, provide sufficient resources (including knowledge), and focus those processes for results. From supply chain management to order fulfillment to finding markets and customers, HDI has been there working side-by-side with clients to effectively manage the critical knowledge in work processes.

9. Action: Implement a Change Management Method

Change Management Services

HDI has developed a Change Management template for use in implementing organizational change. This published template (1995) has now been purchased for use in more than 100 major companies who want to get their change management processes more under control. HDI has more than a decade of experience working side-by-side with clients who want added energy and ideas as they undertake their change journey toward improved knowledge management.

10. Action: Stay linked to knowledgeable employees and former employees

Retention Management Services

HDI has been working in retention management and reduction of turnover since the early 80's. HDI has developed a comprehensive method to analyze the retention dynamics associated with selected job categories that "hold the firm's critical knowledge." HDI works with client companies to thoroughly analyze their retention dynamics, to set needed retention goals for KM, and to develop and implement retention programs that ensure the meeting of those goals.

Post-Employment Knowledge Retention Programs

HDI has worked with its clients to develop innovative arrangements for "staying connected" to employees after they have left the client firm. Arrangements such as mentor programs, ex-employee programs, and contracting arrangements have been used to ensure that knowledge in key ex-employees is still available to the firm. In addition, HDI has worked with some clients to anticipate the departure of key personnel and to set up programs prior to their departure that allow the maximum amount of knowledge transfer before departure.