Knowledge Sharing on the Shop Floor - a Critical Success Factor for Vital Companies Dr. Angelika Mittelmann voestalpine Stahl GmbH Personnel and Organisation Development

Content 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

Background Information voestalpine Stahl GmbH app. 7000 employees at Linz, two-third blue collar workers integrated steel production plant process-oriented organisation top supplier (in terms of quality) to European automotive, household appliance, and construction industry Linz site to become steel competence center 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

 What is Knowledge Sharing? from to implicit knowledge explicit knowledge socialization knowledge transfer by means of imitation, observation, and exercise articulation knowledge transfer by means of methaphors, analogies, concepts, or models internalization knowledge building by integrating into individual knowledge base and mental models combination knowledge creation by means of documents, meetings, telephone calls, and virtual collaboration tools Source: Nonaka/Takeuchi (1995) 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

 Why Knowledge Sharing on the Shop Floor? Critical knowledge for the production processes are located in the brains of the workers, mostly not in the quality management system More than one-third of voestalpine‘s experienced workers will retire until 2010 Higher productivity per person is combined with less human ressources available Due to demographic developments in Europe a lack of young professionals and rising age of retirement are expected Knowledge sharing leads to fewer errors, more safety, and thus in the long run to a higher health rate 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

 Some Tools and Techniques increasing complexity mentoring system knowledge transfer dialogues, lessons learned workshops process descriptions, story telling checklists, FAQs, manuals 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

 Implementation: Knowledge Transfer Dialogue Information talk (all participants incl. manager) Starting talk (all participants incl. manager) story telling process description checklists social network imaging Transfer talks (3 - 5) (knowledge giver, knowledge taker) Feedback talks after app. 6 months 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

 Implementation: Mentoring System initial phase implementation phase system implemented Why mentoring? (convincing all key people) training the mentors developing training plans developing training handbooks ongoing support of newcomers by their mentors periodical experience transfer meetings 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

 Lessons Learned Ongoing management attention and confidence in the management and the persons implementing the techniques are a key success factors Application of adequate tools and techniques is a must Orchestrated collaboration of knowledge and quality management as well as organisation development units Implementation needs time and ongoing effort in order to gain sustainability 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

Summary 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt

References Kleiner, A. & Roth, G. (1998): Story Telling zur Konstruktion von Erfahrungsgeschichten: Wie sich Erfahrungen in der Firma besser nutzen lassen. Harvard Business Manager, 5, 9-15. Mittelmann, A. et al. (2000): Geschäftsprozesse mit menschlichem Antlitz: Methoden des Organisationalen Lernens anwenden. Vol. 1 "Wissens- und Prozessmanagement" eds. Gappmaier, M. & Heinrich, L. J., 2nd edition, Linz: Trauner Universitätsverlag. Nonaka, I.; Takeutchi, H. (1995): The Knowledge Creating Company: How Japanes companies create the dynamics of innovation. New York: Oxford University Press. North, K. (1999): Wissensbasierte Unternehmensführung: Wertschöpfung durch Wissen. 2nd edition, Wiesbaden: Gabler. Probst, G.; Raub, S.; Romhardt, K. (1999): Wissen managen: Wie Unternehmen ihre wertvollste Ressource optimal nutzen. 3rd edition, Frankfurt/Main: FAZ. Reinmann-Rothmeier, G.; Erlach, Chr.; Neubauer, A. (2000): Erfahrungsgeschichten durch Story Telling - eine multifunktionale Wissensmanagement-Methode. Research report no. 127 of Ludwig-Maximilians University Munich. 20/06/2006 © 2006 Dr. Mittelmann, ENWHP-knowledge-sharing.ppt