PRESENTATION TO FINAL YEAR STUDENTS UNNIVERSITY OF ULSTER

1
PRESENTATION TO FINAL YEAR STUDENTS UNNIVERSITY
OF ULSTER

• KNOWLEDGE MANAGEMENT
• and
• INTELLIGENT BUSINESS SYSTEMS
• LISBURN CITY COUNCIL
• 27 NOVEMBER 2003
• Ian Wilson BSc (Hons) MA FRICS FIBC
• Assistant Director, Environmental Services
• Lisburn City Council

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Last 500 Years

• Printing Press 1450
• Pencil 1565
• Steam Engine 1803
• Camera 1827
• Telephone 1876
• Light-bulb 1879
• Car 1900
• Television 1927
• Computer 1935
• Internet 1973

• "I think there is a world market for maybe five
  computers."- Thomas Watson, chairman of IBM,
  1943
• "Computers in the future may weigh no more than
  1.5 tons."- Popular Mechanics, 1949
• There is no reason for any individual to have a
  computer in his home. Ken Olsen President,
  Digital Equipment, 1977
• the automobile had followed the same development
  cycle as the computer, a Rolls-Royce would today
  cost 100, get a million miles per gallon, and
  explode once a year, killing everyone inside.
  Robert X. Cringely, InfoWorld magazine

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A KNOWLEDGE MANAGEMENT SYSTEMFOR BUILDING
CONTROL

• Aims of Presentation
• To introduce the concepts of knowledge and
  knowledge management within LCC
• To outline a knowledge and information
  management system suitable for the service
• To suggest a suitable approach to implementation
• To outline the benefits to the service

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WHAT IS KNOWLEDGE ?

• Information in action

• Information something outside the individual
  that can be manipulated as a tangible
  entity
• Knowledge something that sits between the
  ears and
• behind the eyes
• Once people interact with information it can
  become knowledge
• Knowledge - explicit obvious, simpler to
  identify and store
• - tacit the knowledge
  we dont always realize we have
  - harder to identify and store

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Objectives

• Improve customer satisfaction
• Assess potential to deliver an electronic
  conveyancing information service to solicitors
  and lending institutions on an innovative
  platform
• Review current processes and procedures for issue
  of Local Govt. property certificates
• Assess potential to build upon Land Registers
  (NI) Land Web initiative

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Key Innovation Project Drivers

• Globalisation
• Technical Advancement
• Societal Change
• Stakeholders
• Innovation for Success

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Areas to consider

• Ownership
• Cost
• Demand
• Compatibility

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WHY IS KNOWLEDGE IMPORTANT ?

• Our knowledge, both explicit and tacit, is our
• core commodity and our major resource
• We sell our expertise not a product or our time
• Our knowledge is the key to our competitive
  advantage
• Our people and their knowledge their personal
  capital are the Services greatest asset

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WHAT IS KNOWLEDGE MANAGEMENT ?

• Knowledge Management is about
• How Much We Know
• What We Know and
• Sharing What We Know

Knowledge Management is concerned with
protecting and effectively managing knowledge as
an asset and a resource both by the individual
and service-wide
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WHY IS KNOWLEDGE MANAGEMENT IMPORTANT TO BUILDING
CONTROL ?

• We must
• Manage our knowledge more efficiently
• Leverage maximum value from our knowledge to
  survive in changing market conditions/competition
• Lock-in as much knowledge as possible so when
  an individual leaves the service all their
  knowledge is not permanently lost

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KNOWLEDGE MANAGEMENT SYSTEMS

• Not a new concept
• Concerned with THE BIG PICTURE not just a part
  of it
• Every set process, procedure and every
  interaction in the workplace and outside it
  involves knowledge management
• Can involve paper based processes and libraries
• Set protocols/guidance/risk management
  strategies etc are the result of knowledge
  management processes
• Decisions made on site are the result of
  knowledge management and the sharing of knowledge

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INFORMATION TECHNOLOGY

• KM is often associated with
• technology systems in particular
  intranet/internet
• IT is a critical enabler in the
• support of knowledge management today

THE KNOWLEDGE ENVIRONMENT
Decide on range of software/shared
folders/networks required to
store
disseminate
recall
Information
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THE I.T. SYSTEMS UTILISED
DOCUMENT MANAGEMENT software systems/networks
INFORMATION MANAGEMENT shared folders/networks
Docs Open
Technical Indexes
Building Control Wizard
Staff Resource Directory
Time Allocation Sheets
Training/Lecture/Seminar Notes
Trade and Product Literature
COLLABORATIVE COMMUNICATION BASED
Procedures/Policies/Guidance Docs
Internal e-mail
GIS System Property Info
Intranet
SEARCH INDEX SYSTEMS
Internet
Internet search/web portals
Networks/communities of interest
Help-line queries - Q A software
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SETTING UP A KNOWLEDGE MANAGEMENT SYSTEM

• System must function easily and be relevant to
  all staff so they use it
• Keep it simple and build on it dont overload
  on data
• Have an action plan with a stated sequence of
  events
• Set agreed time scales
• Need quick results to show value to staff and
  maintain their interest/ownership
• Keep people informed
• Always provide training before implementation

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MODEL FOR IMPLEMENTING THE KNOWLEDGE MANAGEMENT
SYSTEM
Identify
Collect
Total Staff Ownership
Store
? Decide on What Info needed Who Needs
it When/Where it is needed
gathering recording cataloguing
Decide on I.T. carrier software shared folders
networks
Training Prepare the way
Set up a Team
Implementation
run a Pilot scheme
Training inform
review pilot
Training Inform
GO LIVE!
feedback review fix mistakes
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ARE SYSTEMS ENOUGH ?

• No knowledge management system put in place will
• deliver business improvement if the people do
  not use it
• Organisations are webs of participation but you
• cannot compel enthusiasm and commitment
• If individuals are not motivated to acquire or
  trade
• knowledge then little learning will take place
  at an
• organisational level

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KNOWLEDGE MANAGEMENT -THE BIG PICTURE
Technology Systems
People Culture Training Ethos
Leadership Strategy Culture Management
Flat structure
Training
Docs Open Wizard GIS Property Info
Time Allocation TI Indexes Product Info
Policies Procedures Guidance Training notes Staff
resource Intranet Internet Search (Q A)
Network group
Organisational memory
CPD
openness
Team working
PDPs
Organisational Knowledge
Encourage Learning
Encourage Knowledge Sharing
Tacit knowledge
Staff appraisal
Team meetings
FE policy
Awaydays
The Building Control Brain
Personal capabilities
mentoring
IIP
Social
chartermark
EFQM
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BENEFITS THAT KNOWLEDGE MANAGEMENT WILL BRING

• Help the Service to Know What it Knows
• Learn from each others mistakes/knowledge
• Not waste time researching queries others have
  previously researched
• Make best use of existing expertise
• Encourage sharing and learning
• Stimulate innovation and help embrace new ideas

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What are we doing ?

• Involvement in pilot studies
• Evaluation of proposed linkages
• Talking to Our Customers
• Streamlining the process

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Electronic Network
vla
GIS
www
EH
MIS
leisure
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• Working Solution The Process

Client Solicitor
Confirmation Receipt Acknowledgement
Client Solicitor
Confirmation Receipt Acknowledgement
Land Charge Application
Land Charge Application
www.lisburn.gov.uk
Processed
Processed
Email
Email
Posted Authenticated
Stored
Printed
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Working Solution
Customer
w ww.lisburn.gov.uk Are you an Account Holder ?
Pin Acknowledgement
Account
Password Name Links to Database, Bank
Details Registration
Land Charge System
Completes Application Form
For Certification
Submit
Viewing
Batch File App. No. Bank Details
Processed by B.A.C.S.
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The True Cost of New Technology

• Its the culture change
• Expect it
• Train your people
• Manage and Motivate
• Lead from the top
• Tell your clients

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CONCLUSION

• To be a vibrant and self-renewing organisation
• Lisburn City Council must exhibit
• continuous wellsprings of knowledge and a
• real enthusiasm for knowledge.
• Managers must respect and encourage the
• accumulation of knowledge, inject a sense of
• enjoyment into work and kindle the drive to
  stay ahead
• in knowledge

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Facilitate Innovation

• The Movers
• The Watchers
• The Short Lived

• Thought for tomorrow
• Always think CALM ( Professor P McNamee )

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THANK YOU FOR LISTENING