Knowledge Transfer Strategies and Challenges in Organizations

Knowledge Transfer Toolkit Commonwealth of Virginia DHRM March 2020

Overview Knowledge Transfer Defined Impact Challenges Knowledge Management Model Strategies Resources Contact

Knowledge Transfer Definition: Knowledge transfer is the practical problem of transferring knowledge from one part of the organization, team, or person to another. Knowledge transfer seeks to organize, create, capture or distribute knowledge and ensure its availability for future users. Video: Introduction to Knowledge Transfer

Impact of Knowledge Transfer Directly aligning knowledge transfer strategies linked to agency/institution strategic goals will allow the value to be shown for critical processes and positions that support those goals. Builds business continuity for the organization. Allows for process improvement to occur when knowledge transfer is documented ( This is how we have always done it mentality to utilizing improved processes or automation).

Challenges with Knowledge Transfer Challenges with Knowledge Transfer Barriers Solutions Senior Leadership doesn t find value in the value in knowledge transfer Align strategic business goals to knowledge management and have knowledge management be one of the Sr. Leadership team s topics at executive staff meetings Resources, the agency/institution staff doesn t have the time to stop to document processes because of the juggling of multiple priorities or lean staffing models Provide staff with dedicated time to create knowledge transfer deliverables, make it a part of their employee work profile and create accountability Motivating staff to share, innovate, reuse, collaborate and learn. Show how the knowledge management strategy was utilized to create agency process improvements or impacted a strategic goal and also rewarding/incentivizing the actions Making useful information easily findable (organization of knowledge transfer information) Knowledge Transfer should be built into the agency continuity of operations plan to alleviate confusion of where to locate the information

Knowledge Management Model Source: https://www.instituteforsupplymanagement.org/files/pubs/proceedings/cbflynn.pdf Anna E. Flynne, Ph.D.

Strategy #1: Standard Operating Procedure Strategy #1 For difficult organizational procedures, developing a standard operating procedure that is annually updated. Can be in a form of a word document that can be manually or electronically completed depending on the urgency of the person transferring the knowledge.

Strategy #2: Facilitated Group Session Designate a partner to serve as the facilitator Take a key process and have all partners that touch the process meet for a 1 hour session Have them map out their roles in the process Share and discuss that process Benefits of this type of knowledge transfer Now everyone understands how their role plays a part in a significant business activity, creating learning and understanding If there is a deficiency in the process, the group participating in the session can identify it and create solutions Link to presentation on how to facilitate effectively.

Facilitated Process Sample: Delay in Delivery of Requested Supplies Employee requesting Supplies Supplies Coordinator /Admin Procurement Officer Mailroom Support Manager Identify the appropriate people who touch this process Have each map out their understanding of the process Review each to identify gaps Create one consolidated process so everyone understands it Follow the new process, evaluate Redesign the process or modify to ensure highest efficiency

Strategy #3: Manager Questionnaire Manager Questionnaire is a discussion document for a manager to complete prior to an employee moving onto a new role. This document gathers information of critical information that would be important for business continuity This can be completed together with the separating employee during a discussion or be sent to the employee to complete and return to the manager

Audio Recording Video Recording Designing a script to talk through a process in an interview format or numbered steps is easier for listeners to follow then a long audio diary style recording Using a script similar to those provided in strategy #3 Manager s Questionnaire record those activities that would be difficult to duplicate in a written document. Example: Procurement is standardized within the Commonwealth. For a new hire learning State procurement practices, an audio recording talking thru completion of standard forms will be easy to follow. Example: A Transportation Operator at the Virginia Department of Transportation that conducts maintenance on the compaction roller can create video tips about equipment repairs. Audio recordings can be completed using your cell phone, computer, or tablet. The most easy to use software is for virtual meetings such as Zoom, Go To Meeting, Google Meets, MS Teams. Use a cell phone camera and record the specific experiences for knowledge transfer. Load the files to a private YouTube channel or work with your leadership to determine the appropriate place to store knowledge transfer files. Example: DHRM Exit Survey Webinar This webinar walks an administrator on how to utilize the administrator s tool for exit surveys. Example: Centrifuge Video SOP This video is short and easy to follow a process that may need to be utilized by someone that is unfamiliar with the machine and proper use.

Sample Managers Questionnaire

Strategy #5: Dual Incumbency DHRM Hiring Policy 2.10 As a leaders, it is important to scan your team to identify and understand risk for those in critical positions or nearing retirement by having quarterly check-ins. Based on the check-ins a leader can plan budget requests accordingly for dual- incumbency should someone in a critical role/retirement eligible decide to separate.

Resources Knowledge Transfer Package - State of Alaska Tips for writing SOPs Influencing Effective Knowledge Transfer In Your Business Ensuring Knowledge Transfer to Successor Webinar and Handouts Agencies to Contact: Virginia Department of Taxation University of Virginia Virginia Department of Human Resource Management

Contact Sumi Lanneau, Sr. Talent Management Consultant Sumi.Lanneau@dhrm.virginia.gov 804.225.2507 (o) 804.441.5273 (m)