December 10, 2023 by Mike Manazir – (4-5 minutes)
Managing information and knowledge in an organization involves the process of collecting, organizing, storing, retrieving, and disseminating information and knowledge to support the objectives of the organization.
Information is objective and refers to data that has been processed. It can be facts, statistics, or raw data that, when presented in a structured manner, conveys meaning.
Knowledge on the other hand, is more subjective. It involves judgment and the ability to use information effectively to achieve goals. When you properly use all of the knowledge at your disposal, you are demonstrating wisdom, which is a unique human quality.
A well-known example of an organization that suffered due to poor information and knowledge management is NASA’s loss of the Mars Climate Orbiter in 1999. The Mars Climate Orbiter was a spacecraft designed to study the Martian climate and atmosphere. Unfortunately, a critical error occurred during the mission, resulting in the loss of the spacecraft.
The primary cause of the failure was a unit conversion error. Lockheed Martin, the contractor responsible for building the spacecraft, used the English system of measurement (imperial units), while NASA’s Jet Propulsion Laboratory (JPL) used the metric system. This discrepancy led to incorrect trajectory calculations.
The failure to document and verify the units of measurement used in various components of the mission contributed to the error. Proper documentation and knowledge sharing could have prevented this oversight.
Prior to the Mars Climate Orbiter mission, NASA had experienced similar unit conversion issues with the Mars Observer mission in 1993. However, the lessons learned from that incident were not effectively applied to prevent a recurrence.
Due to the unit conversion error, the Mars Climate Orbiter came too close to Mars during its approach, causing it to burn up in the Martian atmosphere. The spacecraft and its scientific instruments were lost. The mission’s failure resulted in a financial loss estimated at $327.6 million. NASA’s reputation as a space agency suffered, and there were calls for increased scrutiny of its management practices.
The Mars Climate Orbiter incident underscores the importance of effective information and knowledge management within organizations. In this case, poor communication, inadequate documentation, and a failure to apply past knowledge led to a costly and preventable failure. It serves as a cautionary example of how neglecting information and knowledge management can have serious consequences in terms of mission success, financial losses, and reputation damage.
Following is a five step process for managing information and knowledge in an organization and avoiding failures like the Mars Orbiter incident while advancing organizational objectives.
1. Begin by assessing the current state of your organization’s information and knowledge management practices. Identify strengths, weaknesses, and areas that need improvement. Consider factors such as communication, documentation, information systems, and knowledge sharing culture.
2. Define your organization’s information and knowledge objectives. These objectives should align with your overall business goals. Determine what specific outcomes you want to achieve through effective information and knowledge management, such as improved decision-making, innovation, or process efficiency.
3. Create action plans to address the identified gaps and achieve your objectives. This may involve establishing clear communication protocols to ensure information flows effectively. Document critical processes to prevent errors and ensure consistency. Encourage a culture of knowledge sharing and collaboration among employees. Implement technology solutions to facilitate knowledge capture, storage, and retrieval.
4. Develop knowledge transfer and training programs to ensure that employees have the necessary skills and expertise to manage information and knowledge effectively. Provide training on information systems, documentation practices, and knowledge sharing tools. Encourage mentoring and cross-training to facilitate the transfer of knowledge from experienced employees to newcomers.
5. Establish key performance indicators (KPIs) to measure the effectiveness of your information and knowledge management efforts. Regularly monitor progress and gather feedback from employees. Use the data and feedback to identify areas for improvement and make necessary adjustments to your strategies and practices. Maintain a continuous improvement mindset to adapt to changing organizational needs and evolving technology.
By following this simple five-step process, organizations can create a foundation for effective information and knowledge management, which in turn can help prevent failures, enhance decision-making, and contribute to achieving organizational objectives. This approach emphasizes the importance of assessment, planning, training, and continuous improvement to ensure success.
“Knowledge has to be improved, challenged, and increased
constantly, or it vanishes.”
-Peter Drucker
Lead from your heart. Lead to Win.
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