knowledge management metrics and roi
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© Enterprise Knowledge, LLC
KM Metrics, KM Performance: Best Prac<ces in Measuring KM Success in 2014
Presented at DGI’s Government Knowledge Management Conference and Expo
Zach Wahl Founder and Principal
@ZacharyWahl
© Enterprise Knowledge, LLC
The KIM Maturity Curve
© Enterprise Knowledge, LLC
The KIM Maturity Curve
• Focus on how you can progress along the Knowledge and Informa<on Management Curve.
• Greatest business value occurs when users are connec%ng through content and have the ability to act on informa<on.
© Enterprise Knowledge, LLC
Ac<ve and Passive Analy<cs
• Ac<ve – Customer Sa<sfac<on Survey, Town-‐Hall, In-‐site feedback.
• Passive – Site analy<cs. – User behavior – Balanced ac<vity – Content health
Ongoing&Communica,ons&and&Engagement&Ac,vi,es:&
&
JAN$FEB$
MAR$
APR$
MAY$
JUN$JUL$
AUG$
SEP$
OCT$
NOV$
DEC$
• Published&version&of&project&governance&plan.&
• Use&of&social&media&–&blogs&to&update&on&progress,&wikis&to&capture&feedback,&etc.&
• Monthly&email&updates&to&stakeholders.&
Ini,al&workshops,&focus&groups,&and&interviews&commence&
Ini,al&Business&Requirements&Phase&Completed&
Conduct&baseline&CMS&user&sa,sfac,on&survey&
Quarterly&Project&Briefing&to&all&Business&Stakeholders&
Quarterly&Project&Briefing&to&all&Business&Stakeholders&
Quarterly&Project&Briefing&to&all&Business&Stakeholders&
Execu,ve&communica,ons&in&advance&of&ini,al&release&
Open&user&mee,ngs&following&up&on&ini,al&release&
© Enterprise Knowledge, LLC
Prac<cal KM – Iden<fying and Achieving ROI
© Enterprise Knowledge, LLC
EK’s KIM Business Value Board
• Leverage the Business Value Board to iden<fy all poten<al ROI (hard and so\) for you KIM ini<a<ves. – Hard ROI provides the jus<fica<on and
“protec<on” for your ini<a<ve. – So\ ROI “paints the picture” and
provides suppor<ng incen<ves.
• Focus on project specific ROI but also recognize the enterprise benefits that may be derived (generally So\).
• Ensure the complete ROI is fully documented and <ed to success metrics.
© Enterprise Knowledge, LLC
Zach Wahl
Enterprise Knowledge, LLC www.enterprise-knowledge.com
571.403.1109 zwahl@enterprise-knowledge.com @ZacharyWahl, @EKConsulting
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