Research - Using Experts to Support the Global Flow of Knowledge

January 2016 - September 2017

This was a joint research effort with APQC.


Download the full report and case studies.

Brown bag webinar:  Summary of the findings

Research Approach

Identifying and engaging experts

  1. Defining the path to expert status (e.g., skill and competency requirements)
  2. Finding and selecting the right people
  3. Securing buy-in from experts and their managers to participate in knowledge capture/transfer and learning

Positioning experts to support the flow of global knowledge

  1. Structuring the expert role/activities (e.g., community-centric fellows program, center of excellence, etc.)
  2. Making experts globally accessible (e.g., SME role in communities, SME master classes, expertise locators, “ask an expert” systems, social networking/collaboration platforms)

Applying expert knowledge to drive innovation and improvement

  1. How experts support learning (e.g., via training, mentoring, conferences, virtual platforms)
  2. How experts support collaborative innovation (e.g.,  via tech conferences, community events, ideation)
  3. Leveraging new external knowledge (e.g., from industry associations, conferences) for internal gain

Measuring and communicating outcomes

  1. Health and value of processes
  2. Rewards, recognition, and success stories
  3. Long-term impact on the business


Crown Packaging, Kellogg's, Baker Hughes, Cooper Tire & Rubber, Dupont, Merck, Gilead Sciences, Federal Reserve Bank, Alberta Health Services, Optus/Singtel, GE, Cargill, Fuchs Chemical