Assessment Approach

Overview
After a Kick-off workshop, which synchronizes the key stakeholders in the understanding of our mission, we will start with collecting the information needed:
1. With a survey we will address all identified people in the target organizations.
2. Interviews will be conducted with stakeholders in the selected areas.
3. Review of current documentation and documentation practices in the different areas.

Kick-off Workshop

This workshop is the formal start of the project. The key stakeholders and other selected people (e.g. Experts) will be engaged and aligned regarding:

  • Purpose & Scope
  • The used methodology
  • Upcoming actions
  • Project team and their role and responsibilities
  • Communication channels
  • Project plan
  • Sign off for the start

Development of the survey
A dedicated survey will be developed to achieve optimal results. The survey is based on:

  • Our understanding of the needs of OSCE
  • Input from the Kick-off workshop
  • Surveys from similar past projects
  • Academic work from Klaus North (Knowledge Management Maturity Assessment)
  • Our long-term experience

Generally such a survey covers at least the following important areas:

  • Satisfaction level with the access to internal and external knowledge in the daily work.
  • People:
  • KM Culture within the organizational unit of the respondent
  • Rules of knowledge sharing (Provider to User)
  • Importance of personal interaction compared to documented knowledge
  • Processes
  • Level and quality of Knowledge Processes
  • Management of these processes
  • Tools
  • Proficiency in usage of tools to share information/knowledge
  • Availability of tools for the different missions, departments, tasks, etc.

Additional remarks will be captured as well.

The survey is designed to identify possible gaps. It can also be used as a benchmark to track the knowledge sharing maturity during and after the implementation of the knowledge management environment. A sample graph of such an evaluation is shown in Figure 1: Maturity Spider Diagram (Section 4.3.2)

Conducting the Survey

The survey will have an electronic format to speed up the collection of the answers and to simplify the analysis. We will give the selected employees a timeframe of two weeks (maximum) to answer the questionnaire. The time needed to complete it will be less than 30 minutes.
All answers will remain anonymous. It will not be possible to find out which person has given which answers. This will be realized either with an external e-mail address or an external server.

Selected SME & Stakeholder Interviews

Stakeholder Interviews will be conducted with the key stakeholders and SMEs. This target group has a deeper insight in the daily work and the needs of the different parts of the organization. The interviews allow stepping into the shoes of the interviewees and seeing their role through their eyes.
Additionally these people can show us:

  • Knowledge sources (e.g. examples of documents they use)
  • Usage of knowledge during their work
  • Flow of information/knowledge
  • Systems and tools they use

These interviews will whenever possible be held face to face. Should this not be feasible the interviews will be conducted by phone.

Additional information gathering and desk research
The data and document storage systems are key to the understanding of the information quality level at OSCE. Furthermore they will show how information is currently used. If possible, our consultants could have read access to a representative sample of documents, so as to also include them in the assessment.

Data Consolidation

The collected data will be consolidated according to the defined structure of the organization and the format of the assessment. This summarized information will provide the raw data for the evaluation. The chosen format will enable analysis of the differences between the different areas.
Overall Result: Raw Data compressed.