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Best Practices for KM Metrics (Video)

Video produced by Steve Nathans-Kelly

At KMWorld 2019, ARC Business Solution's Daniel Lee covered a multi-year, multi-phase KM plan to deliver responsive and trusted expertise to customers and employees as the source of land registry and land information services in British Columbia. The session described the development of an organization-wide KM strategy and the continuous improvement of a SharePoint portal to equip employees with the very best knowledge, insights, and expertise available to drive exceptional customer service.

"On the metrics front, we try to keep it simple. I used to work with someone who was a chief marketing officer that said, 'When it comes to metrics, curb your curiosity.' Because if you don't, and we all know what happens to the cat when it comes to curiosity, you can literally try and measure everything," said Lee. "How many people who are working with intranets have someone publish a page and call 10 minutes later and say, 'How many people have looked at my page?' Anybody have that happen to them? Yes, exactly. So we really try to put into place a pretty simple metrics framework. We'll see how it goes; we'll report back in 2020 whether we were successful or not."

Lee said "employee ability and satisfaction" was selected as the first goal with a focus on an increase in productivity and employee job satisfaction.

"How are we going to do that? Well, we're recommending the method of using and analyzing existing staff productivity information and measures. And perhaps doing an employee survey or partnering with HR to get that information. HR may already have that information it's just a matter of connecting that in. To see if it's possible that as a result of the program employee satisfaction and ability increased in a knowledge management arena. We have a target 2% increase," Lee said.

"I think that's modest, yet achievable. I think as we all know, trying to figure out what percentage increase you're looking for the answer usually is... Well thank you, it depends, right? The second one again, back to our aspiration, was all around customer satisfaction." The idea is to put the employee first because they're the ones that need the knowledge to service the customers, he explained.

"And so we're looking at customer satisfaction. And looking at an increase of that related to the knowledge management activities. How are we going to do that? Likely, through a customer survey that already exists at the LTSA. And working with the group that puts out that survey to see if we can add some KM elements to it, or hide them as KM elements but not really call it that. And then analyze the data to see if we can get a bit of a baseline increase. We're shooting for 5%."

To access the full session, go to A203. KM: Customer Service Driver in the Public Service.

Videos of KMWorld 2019 awards presentations, keynotes, and many sessions can be found here.

Many speakers at KMWorld 2019 have also made their presentations available at www.kmworld.com/Conference/2019/Presentations.aspx.


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