Exploring the importance of knowledge-sharing centers at KMWorld 2022
Noah Davison, business performance manager and product owner, Knowledge MarketPlace, operations digital strategy and innovation, Amgen, discussed the benefits of capturing knowledge in a “one-stop-shop” curated knowledge center during his KMWorld 2022 session, “Knowledge-Sharing Centers: Quantifiable Benefits.”
While knowledge centers aren’t a novel idea, the aspect garnering the most interest is how we are capturing the quantified benefits of lessons learned. He presented a real-world case study that walked through a project from beginning to end looking for problem identification, solutions, outcomes, and benefits.
Amgen works in the pharmaceutical space, Davison explained. It takes more than a decade to bring a medication to market. To add to this complexity is the company’s growing global footprint.
“Our mission is to serve patients and we want to serve every patient, every time,” Davison said. “It’s important to capture knowledge effectively so we can connect the dots.”
Knowledge centers at Amgen are a topic based “one-stop-shop.” This means making information on a specific subject easily available to anyone who wants it.
These knowledge centers are continuously curated, includes established technology, and employs content collections. All timely and relevant knowledge is surfaced in the knowledge centers for greater ease of access, Davison explained.
He offered a case study involving the Technology Transfer Global Network to illustrate the importance of this concept. The Technology Transfer Global Network’s Lesson’s Learned for Method Transfers and other core processes were not being consistently captured in central location or utilized within the network. There was also no measurement of impact.
The Technology Transfer Global Network worked with the Business Performance Office to determine that the knowledge marketplace (KM) would be the best solution.
Amgen used process and knowledge mapping to identify the gaps and pain points within the organization. Initial metrics to measure the effectiveness of the system included cost savings, avoidance, lead/cycle times, and more, he said.
“The knowledge center is a simple concept that makes knowledge capture and dissemination easy and fun,” Davison said.
TTGN identified opportunities for RFT, Mistake Proofing, reducing efforts in planning and co-validation equating to a savings of 9300 manhours.
“This project was a springboard for innovation,” Davison said. “The culture change in order to sustain the gains is hard, but it’s worth it.”
KMWorld returned in-person to the J.W. Marriott in Washington D.C. on November 7-10, with pre-conference workshops held on November 7.
KMWorld 2022 is a part of a unique program of five co-located conferences, which also includes Enterprise Search & Discovery, Office 365 Symposium, Taxonomy Boot Camp, and Text Analytics Forum.