Gluing the lessons together

Here are eleven observations to help summarize the topic area as well as serving as a good precursor to various discussions that will unfold in the remaining chapters:

• Creating a smarter business requires total commitment. In most cases the impetus for change comes from a recognition that the competition or business landscape has moved on. Through closer scrutiny of customer relationships, industry trends and early warning signals, a business has a much better chance to respond.

• Each manager needs to champion the flow of ideas. When key findings of know-how are discovered , important decisions must be shared in a timely , credible and ethical way without hurting the business. Normally this means ensuring key messages are clearly communicated to help understanding, application and review.

• People need to be convinced that both the individual and business will benefit from winning the knowledge game. People are too busy to be sidetracked to do a meaningless activity. You need to take the mystery out of such terms as knowledge management, learning organizations and business excellence, and create maximum opportunity for learning on the job.

• Effective implementation is achieved by focusing effort around a few hot learning topics rather than trying to do too much. Then make sure you are supporting and nurturing discovery and innovation in these areas as much as possible. Ensure that the learning is captured and shared with the right people at the right time.

• When it comes to IT this must be about connecting people. Chatting by e-mail or having a meeting on the web does not automatically mean you are engaged in knowledge sharing. You need to make sure good ideas are put into practice.

• People must understand that they need each other and that sharing of knowledge expands possibilities rather than narrows them. People should be encouraged to set up informal discussion groups to exchange lessons learnt and tricks of the trade.

• Sharing stories is central to growing know-how and business capacity. Actively encourage people to share testimonials, stories and observations at every opportunity, whether it is when coaching or when leading a meeting. It is here where deeper insight and awareness is unmasked.

• Management technologies and analytical tools are also of great assistance to winning the knowledge game. Popular models used extensively in business include balanced score card, business excellence frameworks and six sigma.

• Every knowledge exchange needs to be prepared for and reflected upon; success does not happen by accident . Encourage collaboration and teamwork whenever you can. You can even consider redesigning your physical workspace to encourage greater sharing and openness via the floor plan.

• When you are struggling for talent in your business, look for innovative ways to build your capability. These include buying in expertise, hiring new employees and forming joint ventures . Similarly, seeking help from consultants , suppliers and industry associations could be a sensible way of proceeding.

• Consider incentive plans to encourage people to create and apply their knowledge. Some workplaces link knowledge management into their performance management agreements. Others reward the knowledge sharers and innovators by inviting them to attend special events or gatherings. Most important of all, you need to send out the message that you are serious about winning the knowledge game.