This paper aims to describe knowledge productivity coaches and the approach Lockheed Martin has taken to ensure that its employees have the knowledge and skills needed to utilize its information system modeled after Web 2.0 and Enterprise 2.0 concepts and technologies. This information system is branded Unity.
To train the employee population (∼140,000 employees) in using Unity, a small team of knowledge productivity coaches was formed, who in turn mentor and coach more than 100 Unity ambassadors. These ambassadors are responsible for helping employees to understand the Unity platform and to utilize its related tools. A multitude of learning options are offered including Collaboration Playbooks, unMeetings (informal lunch‐n‐learn sessions on a specific Unity topic), videos, quick, short jump‐start guides, one‐on‐one coaching sessions, and personal assistance in setting‐up key team and personal spaces within the Unity environment. While the system is in many ways intuitive, these ambassadors provide the “human” link to learning.
The adoption rate of Unity has increased exponentially. Unity spaces increased 51 percent during the rollout in the third quarter of 2009. Much of this growth can be attributed to knowledge productivity coaches and ambassadors providing the support employees need to utilize Unity to increase their performance and productivity.
This strategy of using knowledge productivity coaches and ambassadors can be repeated for any large system implementation in the future. The methods and processes can also be leveraged to save time and money for every new program utilizing the strategy. This paper details the strategy and processes for reuse.
Jackson, P., Cole, C., Lazar, I. and Morell, L. (2010), "Next generation job title: knowledge productivity coach – must be able to work virtually", On the Horizon, Vol. 18 No. 3, pp. 184-192. https://doi.org/10.1108/10748121011072636
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