In a learning organization, leaders are designers,
stewards, and teachers.
They are responsible for building organizations where
people continually expand their capabilities to understand complexity, clarify
vision, and improve shared mental models –
that is, they are responsible for learning.
- Peter Senge
- Peter Senge
KM Chicago & Chicagoland HDI Present
Knowledge
Management Best Practices
within Service Orientated Learning Organizations
within Service Orientated Learning Organizations
Thursday, September 17, 2015
11:30 AM – 3:00 PM (lunch included)
11:30 AM – 3:00 PM (lunch included)
McDonnell Boehnen Hulbert & Berghoff LLP
300 South Wacker Drive, Suite 3100, Chicago
(One-half block from Union Station)
Knowledge management is
an absolute requirement to improve outcomes and enable an organization to make better
decisions faster. It fosters service expansion, and service personalization, yet
often it is considered optional, and either skipped-over or done poorly.
Knowledge management is more than just the creation of a knowledge base and the
use of a KM tool—it’s a critical inline process for capturing and leveraging
essential assets of an organization. This workshop will discuss the challenges of implementing knowledge management in a service oriented, and how you can successfully get others to support this initiative. You will also learn how BP, number six on
the Fortune Global 500 list, exercises KM
processes worldwide to generate competitive advantages, and yield enormous
profits while improving outcomes and efficiencies.
Key Takeaways:
- Learn how to capture knowledge in the context of the customer
- Learn about the principles of a Learning Organization
- Learn about KM Practices in use at BP to create and retain knowledge
“Unleashing the Power of Learning: An Interview with British Petroleum’s John Browne,” Harvard Business Review
·
Learning organizations with continuous improvement
programs utilize networks and communities of practice to implement best
practices for performance improvement. What
does that even mean? Does it work and what’s the value? Beyond a bunch of buzzwords, Valeria Hunter will separate the wheat
from the chaff based on actual implementation in her nearly ten years in
Organizational Learning at one of the global integrated oil majors as well as
her interpretation of case studies from other industries.
Through this workshop, you’ll gain a practical understanding of how to integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency.
About the Speakers:
Valeria Hunter
has recently retired from her role at BP plc as the lead of Organizational
Learning for Downstream Projects where she devised an organizational learning
strategy and implemented various knowledge management processes, systems and
tools for her internal international refining, petrochemical, pipeline,
lubricants and other downstream clients. Valeria spent a total of seventeen
years at BP in a variety of businesses and roles that also include project management
in alternative energy, business development in oil pipeline transportation, and
project portfolio management. Prior to joining BP, Valeria worked in the energy
industry as a Senior Research Engineer at the Pacific Northwest National
Laboratory (PNNL), operated by Battelle Memorial Institute in Richland,
Washington. During her time at PNNL Valeria collaborated on and is co-author of
a book chapter, several papers and presentations on various aspects of the
clean-up of radioactive wastes at the Hanford site in Washington State.
Rick Joslin is
the Executive Director of Certification & Training for HDI. He is a
certified Knowledge-Centered Support (KCS) instructor and has guided
organizations through the implementation of KCS. Formerly, Rick was the VP of
Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for Service
Ware. Rick is the author of the HDI Focus Book on Knowledge Management, the
Knowledge Management Maturity Model, and the Knowledge Management chapter in
the HDI Service and Support Handbook.
