KM+Key+Performance+Indicators

Concept

Purpose

Approach

Resources

http://www.greenchameleon.com/uploads/How_to_use_KPIs_in_KM.doc
 * How to Use KPIs in Knowledge Management by Patrick Lambe

http://www.ejkm.com/issue/download.html?idArticle=288
 * Key Performance Indicators Metrics

http://www.linkedin.com/answers/management/change-management/MGM_CMG/80743-787232
 * Key Performance Indicators (KPIs) for Knowledge Management (KM)

http://international.fhwa.dot.gov/pubs/pl10029/pl10029.pdf
 * Key Performance Indicators in Public-Private Partnerships (for Asset Management)

http://kmcyberary.web.officelive.com http://bhojarajug.freeservers.com/cyberary_3.html
 * KM Cyberary (See "K" section)

Examples
Creation: 1) Number of discussion groups concerning process innovation or products (Teixeira et al., 2004b) 2) Number of valid contributions for the organizational/intrante repositories (Teixeira et al., 2004b) 3) Number of lessons learned (Goldoni & Oliveira, 2009) 4) Participation in communities of practice (demography of KM practice) (Goldoni & Oliveira, 2009) 5) Level of knowledge (background/qualification/seniorty/age) of users in Communities of practice (Goldoni & Oliveira, 2009) 6) Degree of participation in discussion forums (Goldoni & Oliveira, 2009) 7) Ranking of people – position of members according to participation in communities of practice (Goldoni & Oliveira, 2009) 8) Number of artifacts generated (articles or pages) (Goldoni & Oliveira, 2009)

Access 1) Number of messages or documents stored in the system (Robertson, 2003) 2) Number of registered users in the system (Robertson, 2003) 3) Quality of stored knowledge (Robertson, 2003) 4) Expert evaluation to verify quality (Robertson, 2003) 5) Number of editions or updates (Robertson, 2003) 6) Degree of knowledge updtating (Robertson, 2003) 7) Users` feedback (Robertson, 2003)

Dissemination 1) Number of active communities of practice (Teixeira et al., 2004b) 2) Statistical use of organizational/intranet (frequency, number of access) (Teixeira et al., 2004b) 3) Perception of collaborators in relation to means of available internal communication (Teixeira et al., 2004b) 4) Cost of maintaining (Armistead, 1999) 5) Number of article accesses and downloads. (Goldoni & Oliveira, 2009) 6) Which roles (developers, etc.) most access the site? (Goldoni & Oliveira, 2009)

Application 1) Number of useful suggestions incorporated in productive processes and/or products (best practices) (Teixeira et al., 2004b) 2) System utilization statistics (Robertson, 2003) 3) Statistics of the utilization of search mechnisms (Robertson, 2003) 4) Number of innovations/new produced products by the company (Goldoni & Oliveira, 2009) 5) Number of ideas or patents (Armistead, 1999)

Results | financial 1) Comparison between planned hours for measurement activities and actual hours (Paulk et. Al, 1999) 2) Number of evaluations made compared with the plan (Goldoni & Oliveira, 2009) 3) KMPI – knowledge management performance index (Chen and Chen, 2005; Lee et al. 2005)

Results | non-financial 1) KMPI – knowledge management performance index (Chen and Chen, 2005; Lee et al. 2005) 2) Improvement of Strategy quality (Chen and Chen, 2005) 3) Improvement of essential business processes (Chen and Chen, 2005) 4) Development of customer relationships (Chen and Chen, 2005) 5) Development of supplier relationships (Chen and Chen, 2005) 6) Development of innovating culuture (Chen and Chen, 2005) 7) Product cycle time reduction (Chen and Chen, 2005) 8) Increase of operational productivity (Chen and Chen, 2005) 9) Average time for problem solution (Teixeira et al., 2004b) 10) Reduction of customer complains on products and services (Teixeira et al., 2004b) 11) Rework reduction (Teixeira et al., 2004b) 12) Individual learning level (Armistead, 1999) 13) Degree of organizational learning (Armistead, 1999) 14) Evidence of best practices (Armistead, 1999)