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Knowledge Management Strategy 325

Table 9.2
Questionnaire to identify missing knowledge

Question number Question text
1 What kinds of knowledge do you reuse? Can you think of examples
where reuse would be benefi cial but is not being done?
2 What types of questions do you have for which you cannot fi nd the
answers? Are these questions related to your job performance or to
administrative procedures?
3 What kinds of questions do you ask repeatedly?
4 Do you know whom you should direct your question to?
5 What kinds of questions are you asked? What do you do if you do not
know the answer?
6 What mechanisms might be helpful for encouraging knowledge sharing
and transfer in your organization?
7 What aspects of your organization seem to provide barriers to effective
KM? What constraints impede knowledge sharing and transfer?
8 What are the main reasons why you could have made errors/mistakes on
the job?
9 If your organization has considered outsourcing in the last 5 years: (a. In
what areas was outsourcing considered? (b. If outsourcing was rejected,
why? (c. If outsourcing occurred, why?
10 How much time do you spend looking for knowledge? (a. In a given day?
(b. In a given week?

Source: Adapted from Liebowitz et al. 2000, 7

brought back to earth by asking them to now think about the feasibility, the cost –
benefi t, and the priority of each of these desired objectives.
The results of the gap analysis should be validated by returning to the stakeholders
who were initially involved in the information gathering and needs analysis phases.
The priorities should be determined by a consensus of the organization ’ s key stake-
holders. The result will be a KM strategy document that can be used as road map to
implement short-term KM initiatives within the organization (those with the highest
scores on feasibility, cost – benefi t, and priority) as well as a longer-term KM strategy
that will describe some of the longer, more complex initiatives.

The KM Strategy Road Map
The fi nal recommended strategy would typically cover a three- to fi ve-year period,
outlining the key priorities for each year. The road map addresses issues such as:
• How will the organization manage its knowledge better for the benefi t of the
business?