AWWA IMTECH62895

This slide presentation outlines an AwwaRF project to identify potential research projects in the area of knowledge management (KM) as it applies to the business of drinking water utilities. Ideas that are generated will enhance the creation, discovery, collection, organization, distribution, and accessibility of relevant and current knowledge at all levels within a drinking water utility. Expectations for KM include: capture lessons learned and best practices; develop ways to better control and manage our assets; tool to improve an organization; decision making and monitoring; enabler or catalyst for cultural change; learn how KM is being used in other industries; justify future investments and rate increases; and, assist in gaining a holistic view of operations. Key organizational issues and pressures: aging infrastructure; Rate Pressures and Security; Workforce Recruitment, Attrition, Retention and Succession Planning; Resources; Expansion of Customer Base; Regionalization; Workforce Motivation; and, Politics and Regulatory Issues. KM projects map to four areas that include people, process, culture, and technology as a philosophy to create Organizational Intelligence. These areas work to achieve and ensure optimal performance by each individual in the organization. Performance is characterized by each individual employee taking effective actions, making effective decisions, and combining problem solving with creativity. Projects are designed to empower individual employees through the use of training, understanding culture, the use of processes, and the use of technology.