Samstag, 17. November 2012

Setting Key Performance Indicator (KPI) for Knowledge Package for Development

ITIL ®V3 (IT Service Management)
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The purpose of this blog is to provide a conceptual key Performance Indicator for Knowledge Package for Development that I described in my previous paper. A successful Knowledge Package for Development should be carefully targeted towards its audience, with the right mixture of delivery, simplicity, elegance and sustainable communities’ development innovations through the right knowledge formats and the right socio cultural infrastructures.

Setting suitable Key Performance Indicators for measuring Knowledge Package for Development through participative and collaborative approaches including  the target community is probably the best strategies of determining and delivering the right knowledge package format and its  right socio cultural infrastructures. 

We agreed that only knowledge comes from experience as said by Albert Eistein. The great challenge is that this "knowledge" could still be sample information, if there is no effort and willingness to share,  to deliver, to manage, to adapt, to operationalize, to integrate and to assimilate correct this knowledge into local practices in its actual development environment, and,  to find the right socio cultural knowledge infrastructures to support this knowledge at the right place and at the right moment. Knowledge is information that's adapted to a purpose.

For example, we spend huge funds in a remote area on knowledge sharing portal for medicine or on sustainable envinronment development purpose that do not meet excepted development performance because of the lack of the access to internet, the lack of local skills, the lack of local knowledge management and the lack of the required socio cultural infrastructures to deliver, to manage and to update correct at the right place and at the right moment  this portal after the program or project exit. 

There are significant progress. But the right delivery and the access to the basis resources for all, the right delivery and the  access  to the right Knowledge Management for Development  and its socio cultural infrastructures at the right place and at the right moment are absolute  keys in the knowledge management for development  to achieve and to support the Millennium Development Goals (MDGs).

Key performance indicators may be used to measure the knowledge package business case activities so we can tell whether the knowledge package business case is heading in the direction we had planned because it may be  difficult to manage what we may not measure. Key performance indicators may  track the delivery of the Knowledge Package’s daily activities (input, output, outcome and benefit).

Before driving the performance of a knowledge package business case we need to have a clear picture of the core processes. We must develop clear structures that show the major steps we must go through to generate the knowledge package´s scope and its revenue.

Learning from experience

Learning from experience permeates to review a previous or a comparable knowledge package business case to see if lessons learned could be used. The knowledge package should continue to learn when the knowledge package production progresses. Possible lessons should be included in all reports and previews. The knowledge package business case should pass on lessons and measure through specific performance indicators.

Source([MYnextBrain, URL])

Setting Key Performance Indicators knowledge package for development requires learning from experience. These indicators may allow the development of flexible emergent knowledge measurement that use flexible approaches to analyze, to understand, to create,  and to deliver  innovative knowledge for development´s measurement approaches that support new ideas and methods. This may include steps like:

Knowledge package scope

Understanding the knowledge package business case model  and the scope is important when setting   key performance indicators for knowledge for development. What knowledge package do we want to create, who will use the knowledge package, why do we create the knowledge package, and how do you make a profit on the using and transferring.

To produce a knowledge package business case we may ask some questions like  why do the community needs this knowledge package, and how do we make a profit from creating, delivering and  sharing this knowledge package.

Before building a new knowledge package we need to have a clear picture of the core processes of this knowledge package. Here are some straightforward questions to analyze the knowledge’s potential before starting.

Why do we produce this knowledge package?
Which knowledge package business case model we need?
Which target community we have to deal with?
How do we find resources and connect with partners on the knowledge package topics?
How do we collaborate with the target community?
How do we share the knowledge in target the community?
How can we connect the knowledge with others in the target community?
How do we set up the right knowledge format?
How do we set up the knowledge sharing and transfer center?
How to go with the local knowledge infrastructures and potential?
How to integrate the knowledge package the actual environment?
How can we fund and support a regular this knowledge package?

The answers to these questions may  help to outline the knowledge package business case. 
This may include:
  • Identify the most important facts surrounding the knowledge package business case
  • Identify the key knowledge package business case issues
  • Specify alternative knowledge package  business case courses of action
  • Evaluate each knowledge package business case course of action
  • Recommend the best knowledge package business case course of action

Discuss with the target community
This may includes:
  • Cooperation
  • Collaboration
  • Participation
  • Friends
  • Stakeholder
  • Feedback
  • Listing
  • Involvement

Understand the requirement
  • Situation
  • Scope
  • Environment
  • Knowledge business case

Build the knowledge business case
  • Desirable
  • Viable
  • Achievable
  • Measurable
  • Utility (fit for purpose)
  • Warranty (fit for use)
  • Worth the continued updating

Work with target community
To identify:
  • Real life story
  • Community elders sharing
  • The right knowledge scope
  • The right knowledge format
  • The right knowledge infrastructures
  • The right knowledge sharing and transfer strategy
  • The continuous knowledge upgrades strategy and policies

Listen to the target community  
  • communication 
  • Communities needs
  • Local or regional committee
  • Local government
  • Direct participation
  • Collaboration
  • Feedbacks.
  • Involvement
This may enhance the knowledge packages ideas instead of pushing it in its actual environment. For example, local people could advise if the knowledge packages ideas are correct or wrong.

Evaluate the infrastructures
  • Local potential socio cultural knowledge infrastructures
  • Blog/Website
  • Social Channels
  • Social Media
  • Picture
  • Engagement
  • ICT infrastructures
  • Palaver tree
  • Buildings
  • Development centers
  • Physical knowledge platform

Analyze the access
 To identify:
  • Basis resources
  • Delivery strategies
  • Socio cultural infrastructures
  • Right knowledge package
  • Right knowledge package´s formats
  • Right infrastructures that support this knowledge

Evaluate the format
  • Virtual portal
  • Media
  • photos
  • Video
  • Book
  • Voice
  • Theatre
  • Discussion
  • Local knowledge resources format
  • Communities’ activities

This may help to identify the right format and to show the benefits of the knowledge business case so to find the ways to learn what communities think about.

Do nothing, do something, and do minimum

  • Start small
  • Assess
  • Keep it clear
  • Keep it easy
  • Collabore with ocal communities
  • Avoid complex theory&management style
  • Experiment the knowledge business case
  • Listen to communities
  • Focus on communities interests

Follow and manage change
  • Question
  • Query
  • Idea
  • Observation
  • Concern

Keep supporting
  • Adaptation
  • Right resources
  • Right format
  • Amelioration
  • Measurement
  • Evaluation
  • Assessment
  • Attention of potential
  • Attention of new requirement

Keep updating
  • Designing new knowledge business case
  • Innovation
  • Designing new knowledge format
  • Designing new knowledge infrastructure
  • Designing new knowledge business case
  • Stay actual
  • Eager of progress
  • Building knowledge network
  • Share resources
  • Highlight events
  • Training updates
  • Blog posts
  • Ask and answer questions.

  • Knowledge-based planning technique
  • Focus on social attention
  • Establishing clearly the knowledge package business case
  • Determining the knowledge scope boundary for the Plan
  • Preparing the foundations for Work knowledge package
  • Articulating responsibilities for creating, reviewing, and approving the knowledge package business case

  • Community’s expectations
  • Standards and processes
  • Prioritized
  • Relevant content
  • Gaining a better understanding
  • Knowledge of local knowledge management practices
  • Acceptance Criteria
  • Learned

The knowledge package for development´s content must be kept very simple. It may focus on the right local information system and on the right information format to share easily its content

  • Handle the knowledge package
  • Sharing and transfer
  • Enhance
  • Exploit
  • Scope

It depends on the skills and the local available knowledge infrastructures and potentials. For example, if local communities  possess and have the skills to handle effective information and communication technologies to share the specific knowledge, then we could focus the knowledge package for development´s scope on virtual portal.

Otherwise the knowledge environment must be focused on the local knowledge infrastructures, resources and the local knowledge sharing format.

Face to face
  • Development center meetings
  • Palaver tree
  • Team
  • Decisions
  • Discussions and problem solving place
  • Harvest celebrations
  • Festivals place
  • Stories place
  • Consensus place
  • Review place

For example, the upgrading of a knowledge package may be done through regular knowledge development meetings or forums including external knowledge providers, partners and stakeholders. This encourages the culture of knowledge-sharing and consensus building through local or regional knowledge development exchange center.

This may include:
  • Knowledge package for development language´s scope
  • Local language
  • Community’s language
  • Official language
  • Dialects…

There are people who are unable to read, even in local languages. Language is major barriers to deliver, to share and to transfer knowledge. To resolve these language barriers the knowledge package scope must be developed according to the target community’s language capacity and format.

  • Virtual portal
  • digital
  • Oral
  • Physical
  • Medias

Technical Infrastructures
  • ICT Infrastructures
  • Web applications
  • telecentre
  • Television                                     
  • Radio
  • Mobile
  • Databases
  • Collaborative software
  • Virtual platform
  • Online conference and communication
  • Social media Platform

ICT infrastructures enable knowledge transfer and knowledge sharing. If ICT infrastructures are available in the target community so the development of the knowledge package scope  could be based on web-based or social media format otherwise it must be based on the local traditional knowledge sharing infrastructures and format.

Non-technical Infrastructures
  • Palaver Trees
  • Story place
  • Group discussions
  • Collective communication place
  • Development centers
  • Traditional knowledge sharing centers
  • Problem solving place
  • Festivals place
  • Group consensus place
  • Final decision place

KPIs for knowledge package

Key performance indicators are measurements used by a knowledge package business case to drive performance. It may vary from knowledge package business case to knowledge package business case.  Key performance indicators must increase knowledge delivery activities and measurements. If we are not measuring we are not managing.  

The primary purpose of key performance indicators   for each knowledge package is to give the knowledge package business case owner the right  information about the package that  may help to make the best decisions about how to develop and to roll it out.

Additional benefits include helping the knowledge package productions team to understand what is important to the knowledge package business case´s success. This ensures that knowledge package producers and consumers are working together to make the knowledge package business successful.

For example, setting up a local system for recording community knowledge´s complaints,  and the reasons  of doing that outlines the knowledge package production team’s attention on improving the knowledge delivery  and transfer services.

The use of key performance indicators  helps to break the knowledge package business objectives or goals down into smaller more manageable parts.

Mapping the knowledge package core Business processe
This may include steps like:
  • Data
  • Processes
  • Information
  • Knowledge
  • Wisdom
  • Perception
  • Reason
  • Emotion

 Establishing Roles, Responsibilities
This may include people like:
  • Knowledge institution
  • Knowledge organization
  • Knowledge package board
  • Knowledge package producer
  • Knowledge package customizer
  • Knowledge package connector
  • Knowledge package support

Establishing the critical Success factors
This may include:
  • Knowledge scope
  • Knowledge infrastructures
  • Knowledge format
  • Knowledge resources
  • Knowledge potential
  • Knowledge cultures
  • Knowledge environment
  • Knowledge update concept

Choose the basis
This may include:
  • Decision
  • Process
  • Output
  • Outcome
  • Benefit

Setting the KPI
This may include:

  • input
  • environment
  • Business case
  • Process
  • Output
  • Outcome
  • Benefit
  • Availability/resources
  • Communities
Setting the knowledge package target
This may include:
  • Performance levels
  • Focus
  • Alignment
  • Goals
  • Achievement
  • Implementation
  • Assumption
  • Motivation

Review the knowledge package
This may include:
  • The Reviewer
  • Producer
  • Consumer
  • Support group
  • Stakeholder


Adopting performance measurements for knowledge package permeates to facilitate the effective delivery of the knowledge package business case. It ensures that  the knowledge package business case   is still worth in  it  actual environment .  These benefits may include:

Managing knowledge package for development delivery
This may include:

  • Define and accept the  knowledge package for development format
  • Define and accept the knowledge package for development infrastructures
  • Execute the knowledge package for development
  • Deliver the knowledge package for development
  • Agreed updating and supporting frequency for the knowledge package  development
This may include:

  • Performance 
  • Management
  • Formulation 
  • Coherence
  • Strategy and objective
  • Efficiency
  • Effectiveness

These may help to find right out what we are expected from the knowledge package.

This may include:

  • Doing the right thing
  • Control
  • Measurement
  • Assesment

Good issue management procedure
This may include:
  • Capture
  • Examine
  • Propose
  • Decide
  • Implement

This may include:
  • Purchasing better socio cultural knowledge infrastructures
  • Purchasing better knowledge format
  • Better understand the situation.
  • Cost-effective

Common goals 
This may include:
  • Focus on people’s thinking and work
  • Common vision of accomplishment
  • Creativity in developing better ways to achieve the knowledge package goal
  • Quick feedback
  • Output, focuses on improving
  • Outcome, focuses on motivation

This may include:
  • This may include:
  • Celebration to improvement
  • Leading the celebration
  • Motivation,
  • Learning-sharing

This may include:
  • Competence
  • Value of development
  • Promotion
  • Target communities convinced

This may include:
  • Right processes,
  • Right information format
  • Right collaboration and participation

This may include:
  • Development performance
  • Improvements.
  • Output
  • Outcome
  • Benefit

Setting knowledge agenda call
This may include:
  • Status Update
  • Main knowledge sharing and transfer issues
  • Major knowledge sharing and transfer in the past period
  • Major knowledge sharing and transfer expected in the next period
  • Quality assurance


In the following table I try to set some examples of performance Indicators parameters to measure the production and delivery of knowledge for development :

Availability of the right knowledge package. This may base on the right infrastructures and the right format with respect of the actual environment

Accesses to the right socio cultural knowledge infrastructures. Integrating and assimilating  knowledge package to the corresponded environment
Arrangement and
classification of knowledge infrastructures
 Knowledge may be
arranged in such a way that it facilitates finding
the right knowledge infrastructure and its formats

application of  the knowledge package
Package must be focused on its scope and objectives applied according to the knowledge package business case with respect of the community’ needs and community´s environment
awareness of evaluation of the knowledge package
Awareness of being evaluated may contribute to increase knowledge upgrading, communities collaboration and participation

baseline for the knowledge package maturity

comparing actual results to a previously knowledge package set baseline

Access to the new knowledge

no barrier to access and to transfer  the new knowledge package
Format enabling creative knowledge package
objectives of the knowledge package  enable infrastructures for creative knowledge formats,  support  flexible the knowledge activities,  knowledge sharing and transfer process

flexible and adaptable knowledge package to a target community through collaboration and participation work

usable and available knowledge package to the target through right infrastructures and right format

reusable and transferable knowledge toward target communities
re-use knowledge package
reusable and transferable knowledge package toward target communities
Best practices
Knowledge effect
Individual experience
success stories
cooperation with
knowledge experts, knowledge organization  and target communities during all the process to find the right knowledge infrastructure and the right format

Knowledge sharing culture,  adoption evaluation process to see the positive  progression of the knowledge effect

Communities  satisfaction

the communities  are satisfied with the knowledge package

Communities success

knowledge sharing success among communities compared with previously
distribution of knowledge

easy distribution of the knowledge  package within the target communities


Knowledge package available in different local knowledge format and supports the local knowledge potential and resources

Social value

positive effects of the knowledge package within the target community increases visibility and  increased communities social value
efficiency & visibility within the target community

knowledge package increases the well-being of the target community
Knowledge produces satisfaction
positive effect, positive social impact of the knowledge package compared to previous community´s life
Knowledge expertise available

target community  supports manages efficient the new  knowledge package for the local sustainable development purpose
Local participation

local community are involved in the outline of the  knowledge package business scope
Knowledge package Innovation

new knowledge package increases knowledge innovation within local communities

Communities  satisfaction
increasing satisfaction within the target communities  situation due to facilitated information sharing
New knowledge package  activity

new knowledge package activities increase

Knowledge  package sharing and transferring
knowledge package sharing and transferring per measurement interval increase
business case  
knowledge package business case  contributes to the local sustainable development efforts


usefulness of the knowledge package contribution

Usefulness of  knowledge  activities management
increasing possibilities for networking with external, internal  knowledge partners and others communities and organization
increasing  of
 Knowledge package sharing, preferably an increase due to well managed knowledge package
new knowledge  gained from
knowledge package base   


usefulness of the knowledge format and infrastructures found, possibilities of re-use of the knowledge package
 query guidance

sufficient instructions and guidance within knowledge package. This enables quick knowledge sharing

relationships established due to knowledge sharing, transferring & networking
response time
real response
times of finding information due to the knowledge format and its infrastructures
return on investments
knowledge  package business case represents value of money
scope re-use
reuse of new knowledge package scopes among other communities
Revenue gained/saved
revenue gained due to the right knowledge package business case

knowledge sharing increases amount communities and regions

support ratings

identification of the  knowledge package sharing, transferring  and support and update function ratings
support from management

knowledge package supporting and upgrading  from knowledge management
Support incidents

Supporting  knowledge change, update coming from the use of the knowledge package in actual environment

problem submitted due to the operationalization  of the knowledge package
time, money
&personnel time s

Savings resources  due to well managed knowledge package through the right format and the infrastructures
time to meet communities needs
communities  are quickly satisfied with the knowledge package  solution


useful of the knowledge package and the impacts on the well-being of the target communities


Using key performance indicators to measure the performance knowledge package helps to identify potential problems. When measuring knowledge package activities it is important to take action based on the local knowledge resources and potential we are identifying and gaining.

We need a knowledge package scope to ensure that we take action based on what our key performance indicators are telling us.  We also need to continually assess the usefulness of the key performance indicators we are using as the knowledge package may be updated on a regular basis. The key performance indicators may vary from development area to developement area. If a key performance indicator is no longer useful we must stop use this one.

No knowledge package business case remains static. It may change with the time and  this with the development of the target community. So the knowledge consumer environment is always changing and we need to change the knowledge package with its actual develpment environmemt.  The use of key performance indicators helps us to manage correct  this change and to stay efficiency in front.

Setting suitable Key Performance Indicators for measuring knowledge package for development must be driven by the target community. Collaboration and participation are probably the best processes to use. And Assessing regular feedback from the target community is probably the best way of determining whether the Knowledge package stays useful or not.  
Author, Amouzou Bedi,  sample paper,  contact on linkedin. I will try to update this paper on a regular basis if  a need arises. Please If  you  have a suggestion and feedback with regards to this paper, please feel free to contact me. Thank you in advance for your collaboration.


[Amouzou Bedi] Creating decentralized knowledge management and transfer culture for development
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