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90 Chapter 3

People
Key
performance
Policy results
Leadership and Processes (people,
stategy
customer,
society)
Partnerships
and
resources

Enablers Results

Figure 3.12
The key components of the EFQM model

The major components are: leadership, people, policy and strategy, partnerships
and resources, processes, and the ultimate key, performance results. The role of KM
as a whole is thus clearly positioned as an enabler that helps a company achieve
its goals — that is to say, the company ’ s goals, and not KM-oriented goals. This is an
excellent depiction of the role of KM. One of the major reasons why KM fails occurs
when KM is pursued for the sake of KM itself. This is analogous to producing incom-
plete sentences when attempting to articulate the justifi cation for KM. For example,
“ the objective of the KM program is to promote greater sharing of knowledge ” as
opposed to “ the objective of the KM program is to promote the greater sharing of
knowledge so that our sales force can collectively benefi t from all the best practices
and lessons learned accumulated to date in order to provide faster and better front-line
service. ”

The inukshuk KM Model
The inukshuk KM model ( Girard 2005 ) was developed to help Canadian government
departments to better manage their knowledge. This model was developed by both
reviewing existing major models to extract fi ve key enablers (technology, leadership,
culture, measurement, and process) and by conducting quantitative research to