Page 30 - Service Delivery Review_Volume 14_Number 3_2022

KM CoP Case Studies

NT, the business process approach was one of the quick
wins that KM used as leverage. It demonstrated the highest CONCLUSION
value in selling KM in the department. Because business
processes are an important input in decision-making, our With reference to the importance of leadership and govern-
involvement as KM also meant that the profile of our work is ance in KM, one must start by acknowledging the fact that
raised even at the highest levels of the organisation. NT is a highly knowledge-based organization. In a way, this
has contributed to pushing the cause of KM in the organisa-
In determining quick wins, it is helpful to focus on “early tion. Critically, the implementation of KM continues to enjoy
adopters” who are ready to work with you. Instead of cov- the highest level of support as most of the people at execu-
ering 100 people in the organisation, it is best to start with tive levels of the department were part of the key discus-
one or two receptive individuals. These will eventually turn sions around KM that date back to the early 2000s. The
out to be your most trusted advocates and speak on your task of KM, therefore, is not to convince the leadership of
behalf even when you are not there. At times the source of the importance of KM. The task is to prove to them how well
our frustration comes from wanting to win the support of can you do KM through demonstrable benefits. ■
everyone at once, which saps energy, especially when there
is resistance to an idea.

NT KM FRAMEWORK

30 Volume 14 No.3 of 2022 | SERVICE DELIVERY REVIEW