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KM is change - and how to do it with stories

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Information about KM is change - and how to do it with stories
Business & Mgmt

Published on February 12, 2009

Author: ShawnCallahan

Source: slideshare.net

Description

Presented at the Ark Knowledge Management for Advanced Practitioners, 9-10 February 2009, Melbourne, Australia.

Please note that I still need to update the slide notes which I'm doing slowly.
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KM is change - and how to do it with stories Shawn Callahan Wednesday, February 11, 2009

Wednesday, February 11, 2009

Cheryl’s Balance Problem Wednesday, February 11, 2009

Wednesday, February 11, 2009

Wednesday, February 11, 2009

Knowledge Management is Change Management Wednesday, February 11, 2009

Knowledge Management is Change Management After Action Reviews Lessons Learning Communities of Practice Peer Assist Knowledge Retention Wednesday, February 11, 2009

What we will cover Leverage Process Approach Power Stories Influencers Wednesday, February 11, 2009

Three journeys process Wednesday, February 11, 2009

Ist Journey Focussing question from the CEO Project objective from the Advocates Wednesday, February 11, 2009

Ist Journey Themes engagement My role is important and adequately challenging. I’m empowered to achieve and I’m clear about how I contribute to our success clarity of direction I have a good understanding of our objectives and priorities. I’m committed to achieving stated goals, knowing that my good performance will be rewarded appropriately customer service focus I am aware of my internal and external clients and and I’m focused on meeting their needs Wednesday, February 11, 2009

Second journey Wednesday, February 11, 2009

Third journey Wednesday, February 11, 2009

Stories Wednesday, February 11, 2009

I had a borrower once who was in arrears in 2006 and he's been charged 5000 {inaudible} higher rate of interest. He doesn't speak English too well and the broker was supposed to be managing his loan but now that we in-sourced it to us and we are handling it. I called him and he was like, he was shocked; he didn't know he was in arrears. And he paid it up the next day and he was like 'Can you please help me out?' by reversing the interest rate. So I spoke to [Name] and then he spoke to the originator and it was the originator's fault because they were not doing their job but they refused to actually reverse it, so we reversed it for the customer. I thought that was pretty nice. They were really happy as well. Wednesday, February 11, 2009

Influencers Wednesday, February 11, 2009

Wednesday, February 11, 2009

Wednesday, February 11, 2009

Wednesday, February 11, 2009

Avoid like the plague Wednesday, February 11, 2009

Effort here Avoid like the plague Wednesday, February 11, 2009

The Endorsement Group Wednesday, February 11, 2009

Small things Can make a BIG difference Wednesday, February 11, 2009

Leipzig, AugustusPlatz Wednesday, February 11, 2009

Wednesday, February 11, 2009

What we covered Leverage Process Approach Power Stories Influencers Wednesday, February 11, 2009

Shawn Callahan shawn@anecdote.com.au 0410 346 343 @unorder www.anecdote.com Wednesday, February 11, 2009

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