Chapter 21: Implementation Roadmap

Learning Objectives

After completing this chapter, you will be able to:

• Develop a phased implementation roadmap for knowledge management
• Identify and execute quick wins to demonstrate early value
• Design and execute pilot programs effectively
• Apply change management principles to KM implementation
• Plan resources and manage risks throughout implementation
• Engage stakeholders throughout the implementation journey
• Define success criteria and measure progress

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The Phased Implementation Approach

Why Phased Implementation?

Approach	Pros	Cons	When to Use
Big Bang	Fast deployment, single cutover	High risk, difficult rollback	Small organizations, simple KM
Phased	Lower risk, learning opportunity	Longer timeline, complexity	Most organizations (recommended)
Parallel	Safe transition, fallback option	Resource intensive, confusion	Mission-critical systems

Recommendation: Phased implementation provides the best balance of risk management and value delivery for most KM initiatives.

The Four-Phase Model

flowchart LR
    subgraph P1["Phase 1: Foundation<br/>(Months 1-6)"]
        A["Prepare + Pilot"]
    end

    subgraph P2["Phase 2: Build<br/>(Months 7-12)"]
        B["Validate + Expand"]
    end

    subgraph P3["Phase 3: Scale<br/>(Months 13-24)"]
        C["Deploy + Integrate"]
    end

    subgraph P4["Phase 4: Optimize<br/>(Months 25-36)"]
        D["Mature + Improve"]
    end

    P1 --> P2
    P2 --> P3
    P3 --> P4

    style P1 fill:#e3f2fd
    style P2 fill:#e8f5e9
    style P3 fill:#fff3e0
    style P4 fill:#f3e5f5

This roadmap aligns with Chapter 4’s strategic framework and provides a pathway to achieve Level 4-5 maturity as defined in Chapter 24.

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Implementation Phases Detail

Phase 1: Foundation (Months 1-6)

Objectives

• Establish governance structure and policies
• Deploy core technology platform
• Launch pilot program in selected business unit
• Demonstrate quick wins and early value
• Build momentum and organizational support

CSF Alignment:

• CSF 1: Executive Sponsorship - Secure executive commitment
• CSF 3: Governance - Establish initial policies
• CSF 5: Technology - Deploy platform foundation

Detailed Activities

Month	Focus Area	Key Activities	Deliverables
Month 1	Planning & Setup	• Establish steering committee • Define roles and responsibilities • Select pilot business unit • Develop project charter	• Governance charter • Project plan • Pilot selection decision
Month 2	Governance & Technology	• Draft core policies • Configure platform • Set up development environment • Define content standards	• Policy framework v1.0 • Platform configured • Content templates
Month 3	Content & Training	• Migrate critical content • Develop training materials • Identify knowledge gaps • Create quick win plan	• Initial knowledge base • Training curriculum • Quick win roadmap
Month 4	Pilot Launch	• Train pilot users • Launch platform to pilot group • Provide intensive support • Monitor usage daily	• Trained pilot users • Go-live completion • Support model active
Month 5	Quick Wins	• Execute quick win initiatives • Gather user feedback • Refine processes • Build success stories	• Quick win results • User feedback report • Process improvements
Month 6	Evaluation	• Assess pilot outcomes • Document lessons learned • Prepare business case • Plan Phase 2 rollout	• Pilot assessment report • ROI analysis • Phase 2 plan

Governance Foundation

Governance Structure

flowchart TB
    SC["KM Steering Committee<br/>(Strategic Direction)"]
    PO["KM Program Office<br/>(Implementation & Coordination)"]
    KM["Knowledge Managers<br/>(Operations)"]
    DO["Domain Owners<br/>(Content)"]

    SC --> PO
    PO --> KM
    PO --> DO

    style SC fill:#e3f2fd
    style PO fill:#e8f5e9
    style KM fill:#fff3e0
    style DO fill:#fff3e0

Key Roles

Role	Responsibilities	Commitment	Skills Required
Executive Sponsor	Strategic direction, resources, escalation	2-4 hours/month	Leadership, influence, budget authority
KM Program Manager	Day-to-day leadership, coordination	Full-time	Project management, KM expertise, change management
Steering Committee	Oversight, decisions, alignment	4 hours/month	Strategic thinking, decision-making
Knowledge Managers	Content curation, quality, training	Full-time or part-time	Content management, taxonomy, quality assurance
Domain Owners	Subject matter ownership	4-8 hours/week	Subject expertise, stakeholder management
Champions	Advocacy, support, feedback	2-4 hours/week	Influence, communication, enthusiasm

Foundation Policies

Policy Area	Key Elements
Content Creation	Standards, templates, approval workflow
Quality Management	Review cycles, accuracy requirements, validation
Access & Security	Permission model, classification, compliance
Lifecycle Management	Review schedules, archival, retirement
Governance Model	Decision rights, escalation, accountability

---

Phase 2: Build (Months 7-12)

Objectives

• Expand KM to additional business units (Wave 1)
• Refine processes based on pilot learnings
• Integrate KM with core business processes
• Develop champion network
• Achieve initial scale

CSF Alignment:

• CSF 2: Culture - Begin cultural transformation
• CSF 6: Process Integration - Embed KM in workflows
• CSF 7: Recognition - Establish incentive programs

Detailed Activities

Month	Focus Area	Key Activities	Deliverables
Month 7	Planning & Preparation	• Analyze pilot lessons • Update policies and processes • Select Wave 1 units • Develop rollout plan	• Lessons learned document • Policy v2.0 • Wave 1 rollout plan
Month 8	Process Integration	• Map KM to business processes • Configure integrations • Update workflows • Train integration owners	• Process integration map • Integration specifications • Workflow documentation
Month 9	Content Development	• Expand knowledge base • Develop department-specific content • Train content creators • Establish review processes	• Expanded knowledge base • Department taxonomies • Content creation training
Month 10	Wave 1 Rollout	• Train Wave 1 users • Launch to Wave 1 units • Activate champions • Provide intensive support	• Wave 1 trained • Go-live complete • Champion network active
Month 11	Optimization	• Monitor Wave 1 adoption • Optimize search and navigation • Address usability issues • Share early wins	• Adoption metrics • Platform optimizations • Success stories
Month 12	Phase Assessment	• Evaluate Phase 2 results • Measure business impact • Update ROI model • Plan Phase 3 scaling	• Phase 2 assessment • Updated business case • Phase 3 plan

Process Integration Deep Dive

Business Process	Integration Point	KM Capability	Business Value
Incident Management	Knowledge articles linked to incidents	Knowledge-Centered Service (KCS)	• 40% faster resolution • 30% improvement in FCR • Reduced escalations
Onboarding	New hire portal and learning path	Structured onboarding content	• 50% reduction in time-to-productivity • Consistent experience • Higher retention
Product Development	Lessons learned capture at phase gates	Project knowledge repository	• Avoid repeated mistakes • Faster innovation • Quality improvement
Sales Process	Competitive intelligence in CRM	Searchable competitive database	• 25% win rate improvement • Better positioning • Faster deal closure
Customer Support	Self-service knowledge base	AI-powered search and chatbot	• 50% ticket deflection • 24/7 availability • Higher satisfaction

---

Phase 3: Scale (Months 13-24)

Objectives

• Achieve enterprise-wide deployment
• Activate communities of practice
• Deepen cultural transformation
• Mature content and quality practices
• Scale sustainably

CSF Alignment:

• CSF 4: Content Quality - Mature curation practices
• CSF 8: Continuous Improvement - Establish feedback loops
• All 8 CSFs are now actively managed

Wave Deployment Schedule

Wave	Business Units	User Count	Timeline	Prerequisites
Pilot	Service Desk	75 users	Months 1-6	None
Wave 1	IT Operations, Field Services	200 users	Months 7-12	Pilot success validated
Wave 2	Sales, Marketing, Product	400 users	Months 13-16	Wave 1 complete, integrations ready
Wave 3	Finance, HR, Legal, Facilities	300 users	Months 17-20	Wave 2 complete, governance mature
Wave 4	Manufacturing, Supply Chain, R&D	350 users	Months 21-24	Wave 3 complete, advanced features available

Community Activation Strategy

Communities of Practice Framework

Community Type	Purpose	Size	Launch Timeline	Success Metrics
Technical CoPs	Share technical expertise and solutions	20-50	Months 13-14	• Weekly discussions • 80% member engagement • 5+ knowledge articles/month
Functional CoPs	Department-specific knowledge sharing	50-200	Months 15-18	• Monthly meetings • 60% member engagement • Process improvements documented
Cross-Functional CoPs	Multi-department collaboration	30-100	Months 19-22	• Quarterly workshops • Innovation initiatives • Cross-pollination of ideas
Project CoPs	Time-bound project knowledge	10-30	As needed	• Complete project documentation • Lessons captured • Knowledge transferred

Cultural Transformation Activities

Quarter	Focus	Activities	Cultural Indicators
Q5-6	Awareness	• Success roadshows • Executive testimonials • User stories campaign	• 80% awareness • Positive sentiment • Growing engagement
Q7	Participation	• Knowledge contribution challenges • Recognition programs • Gamification launch	• 30% regular contributors • Active sharing behavior • Peer-to-peer learning
Q8	Habit Formation	• Workflow integration • Performance alignment • Leadership modeling	• 70% daily usage • Sharing is habitual • Knowledge-first mindset

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Phase 4: Optimize (Months 25-36)

Objectives

• Deploy advanced AI and analytics capabilities
• Achieve cultural transformation milestones
• Reach Level 4 maturity (see Chapter 24)
• Establish continuous improvement system
• Position for future innovation

CSF Alignment:

• All 8 CSFs operating at mature levels
• Focus shifts to optimization and innovation
• Sustainability and self-sufficiency achieved

Advanced Capabilities Deployment

Capability	Technology	Implementation Timeline	Business Value
AI-Powered Search	Natural language processing, semantic search	Months 25-27	• 40% improvement in search success • Better user experience • Reduced search time
Knowledge Discovery	Machine learning, text analytics	Months 27-29	• Automated knowledge extraction • Capture tacit knowledge • Identify knowledge gaps
Predictive Analytics	Predictive modeling, pattern recognition	Months 29-31	• Anticipate knowledge needs • Proactive content creation • Demand forecasting
Intelligent Recommendations	Recommendation engines, collaborative filtering	Months 31-33	• Personalized content delivery • Increased relevance • Higher engagement
Conversational AI	Chatbots, virtual assistants	Months 33-36	• 24/7 knowledge access • Natural interactions • Reduced support burden

Continuous Improvement Framework

flowchart TD
    A["Measure Performance<br/>(Metrics, feedback, analytics)"]
    B["Identify Opportunities<br/>(Gaps, issues, enhancement ideas)"]
    C["Prioritize Initiatives<br/>(Impact vs. effort, business value)"]
    D["Implement Changes<br/>(Agile sprints, rapid iterations)"]
    E["Validate Results<br/>(A/B testing, metrics tracking)"]

    A --> B
    B --> C
    C --> D
    D --> E
    E --> A

    style A fill:#e3f2fd
    style B fill:#e8f5e9
    style C fill:#fff3e0
    style D fill:#f3e5f5
    style E fill:#fce4ec

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Quick Wins Strategy

Why Quick Wins Matter

Quick wins provide:

• Proof of concept - Demonstrates KM value tangibly
• Momentum - Generates enthusiasm and support
• Learning - Provides implementation insights
• Credibility - Builds confidence for larger investment
• Stakeholder confidence - Shows immediate return

CSF Connection: Quick wins directly support CSF 1: Executive Sponsorship by demonstrating value and maintaining leadership commitment.

Identifying Quick Win Opportunities

Selection Criteria Matrix

Criteria	Weight	Scoring Guide (1-5)
High Pain Point	30%	5 = Critical business problem; 1 = Minor inconvenience
Quick Implementation	25%	5 = Can deliver in 30 days; 1 = Requires 6+ months
Visible Impact	25%	5 = Measurable, highly visible; 1 = Difficult to measure
Executive Interest	15%	5 = Top priority for leadership; 1 = No executive awareness
Pilot-Friendly	5%	5 = Simple, contained scope; 1 = Complex, many dependencies

Scoring: Calculate weighted score. Target quick wins with scores ≥ 4.0.

Quick Win Examples

Quick Win 1: Service Desk Knowledge Base

Element	Details
Problem	Service desk agents spend 2-3 hours daily searching for solutions across email, SharePoint, and tribal knowledge
Solution	Structured knowledge base with top 50 recurring issues, searchable by keyword and category
Timeline	6 weeks
Effort	2 knowledge engineers (50% time) + 5 SMEs (25% time)
Metrics	• 40% reduction in average handle time (from 10 to 6 minutes) • 25% improvement in first contact resolution (from 60% to 75%) • 3 hours saved per agent per week • 95% article usefulness rating
Investment (example)	$25,000 (labor + tools)
Annual Value (example)	$180,000 (time savings)
ROI (example)	620% in first year

Note: All investment and value figures in quick wins are illustrative examples. Use your organization’s actual costs and metrics.

Quick Win 2: Onboarding Knowledge Hub

Element	Details
Problem	New hire onboarding is inconsistent, relying on individual managers, resulting in 90-day ramp time
Solution	Centralized onboarding portal with role-based learning paths, FAQs, and resources
Timeline	8 weeks
Effort	1 knowledge manager (full-time) + HR team (coordination)
Metrics	• 50% reduction in time-to-productivity (from 90 to 45 days) • 90% new hire satisfaction score • 15 hours saved per new hire • 30% reduction in manager onboarding time
Investment (example)	$35,000
Annual Value (example)	$145,000 (for 50 new hires)
ROI (example)	314% in first year

Quick Win 3: Expert Finder System

Element	Details
Problem	Employees spend hours searching for internal experts through email chains and hallway conversations
Solution	Searchable expertise directory integrated with HR system, with skills, projects, and contact information
Timeline	4 weeks
Effort	1 developer (50% time) + HR data integration
Metrics	• 60% faster expert location (from 5 hours to 2 hours average) • 80% user satisfaction • 2,500 searches per month • 90% find-rate
Investment (example)	$15,000
Annual Value (example)	$95,000 (time savings)
ROI (example)	533% in first year

Quick Win Execution Framework

Phase 1: Planning (Week 1)

• Identify opportunity using selection criteria
• Secure executive sponsor
• Define SMART success metrics
• Assemble cross-functional team
• Create project charter

Phase 2: Design (Week 2)

• Map current state process
• Design future state
• Identify content requirements
• Plan technology configuration
• Develop communication plan

Phase 3: Build (Weeks 3-4)

• Gather and structure content
• Configure technology
• Conduct user testing
• Refine based on feedback
• Prepare training materials

Phase 4: Launch (Week 5)

• Train pilot users
• Go live with intensive support
• Monitor usage daily
• Address issues immediately
• Gather feedback continuously

Phase 5: Evaluate (Week 6)

• Measure against success metrics
• Document results and ROI
• Capture lessons learned
• Create success story
• Present to stakeholders
• Plan next quick win

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Resource Planning

Team Structure

Core KM Team

Role	FTE	Timing	Primary Responsibilities
KM Program Director	1.0	Months 1-36	Strategy, governance, stakeholder management, budget
KM Program Manager	1.0	Months 1-36	Implementation, coordination, project management, reporting
Knowledge Architects	2.0	Months 1-24; 1.0 thereafter	Taxonomy, content models, information architecture
Knowledge Managers	3.0	Months 4-36	Content curation, quality assurance, training, community facilitation
Technical Lead	1.0	Months 1-18; 0.5 thereafter	Platform administration, integrations, technical architecture
Change Manager	1.0	Months 1-24; 0.5 thereafter	Change management, communications, training development
Data Analyst	0.5	Months 6-36	Metrics, analytics, reporting, insights

Extended Team

Role	Contribution	Timing	Source
Domain Owners	8-10 hours/week	Ongoing	Business units
Champions	4-6 hours/week	Ongoing	Volunteer network
Content Contributors	Variable	Ongoing	All employees
Executive Sponsor	2-4 hours/month	Ongoing	C-suite
Steering Committee	4 hours/month	Ongoing	Senior leaders

Skills Requirements

Core Competencies by Role

Role	Technical Skills	Business Skills	Soft Skills
KM Program Director	• KM methodology • ITSM frameworks • Technology trends	• Strategy development • Business case creation • Budget management	• Executive presence • Influence • Change leadership
Knowledge Architects	• Taxonomy design • Information architecture • Metadata standards	• Domain expertise • Process analysis • User research	• Analytical thinking • Problem-solving • Attention to detail
Knowledge Managers	• Content management • Quality assurance • Search optimization	• Process facilitation • Training delivery • Community management	• Communication • Collaboration • Coaching
Technical Lead	• Platform administration • API integration • Database management	• Vendor management • Technical architecture • Security compliance	• Problem-solving • Adaptability • Documentation

Budget Planning

Year 1 Budget (Foundation + Build Phases) - Example Ranges

Note: Budget ranges below are illustrative for mid-to-large organizations. Actual costs vary significantly based on organization size, scope, and geography. Use these as starting points for your planning.

Category	Description	Cost Range (Example)
Personnel	Core team salaries and benefits	$750,000 - $1,200,000
Technology	Platform licenses, tools, infrastructure	$100,000 - $300,000
Consulting	Implementation support, specialized expertise	$150,000 - $400,000
Training	Content development, delivery, materials	$50,000 - $100,000
Change Management	Communications, events, incentives	$50,000 - $150,000
Content Creation	Migration, creation, curation	$100,000 - $200,000
Contingency	10-15% buffer	$115,000 - $235,000
Total Year 1		$1,315,000 - $2,585,000

Years 2-3 Budget (Scale + Optimize Phases) - Example Ranges

Category	Annual Cost (Example)
Personnel	$800,000 - $1,300,000
Technology	$150,000 - $350,000
Advanced Capabilities	$100,000 - $250,000
Community Support	$50,000 - $100,000
Continuous Improvement	$75,000 - $150,000
Total Years 2-3	$1,175,000 - $2,150,000/year

3-Year Total Investment (Example): $3,665,000 - $6,885,000

Expected 3-Year ROI: 250-400% (see Chapter 4 for ROI calculation methodology)

Vendor and Tool Selection

Evaluation Criteria

Category	Weight	Key Considerations
Functionality	30%	Feature completeness, AI capabilities, search quality
Integration	25%	ITSM integration, API availability, SSO support
Usability	20%	User experience, mobile support, accessibility
Scalability	10%	Performance, capacity, multi-site support
Cost	10%	TCO, pricing model, hidden costs
Vendor	5%	Stability, support, roadmap, references

Recommended Vendor Shortlist Process:

1. Define requirements (functional and non-functional)
2. Issue RFI to 8-10 vendors
3. Evaluate and shortlist to 3-4 vendors
4. Conduct detailed demos and POCs
5. Reference checks and site visits
6. Final evaluation and selection
7. Contract negotiation

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Risk Management

Risk Identification and Assessment

Common Implementation Risks

Risk Category	Specific Risk	Probability	Impact	Risk Score	Phase
Adoption	Low user adoption (<50%)	Medium	High	15	All phases
Sponsorship	Loss of executive support	Low	High	12	All phases
Quality	Content quality degradation	Medium	Medium	9	Phases 2-4
Resources	Insufficient staffing or budget	Medium	Medium	9	Phases 1-3
Technical	Platform performance issues	Medium	Medium	9	Phases 1-2
Integration	Failed system integrations	High	Medium	12	Phases 2-3
Change	Change fatigue and resistance	Medium	Medium	9	Phases 2-3
Governance	Unclear ownership and accountability	Low	High	12	Phase 1
Scope	Scope creep beyond capacity	Medium	Medium	9	All phases
Data	Data migration failures	Medium	High	15	Phase 1

Risk Score = Probability (1-5) × Impact (1-5)

Risk Mitigation Strategies

Risk Response Plan

Risk	Mitigation Strategy (Proactive)	Contingency Plan (Reactive)	Owner
Low user adoption	• Strong change management • Quick wins and demos • Integrate into workflows • Recognition programs	• Conduct adoption analysis • Targeted interventions • Revise training approach • Enhance usability	Change Manager
Loss of executive support	• Regular ROI reporting • Visible successes • Quarterly executive briefings • Align with strategic priorities	• Escalate to sponsor • Present business case • Engage new sponsor • Demonstrate value urgently	Program Director
Content quality issues	• Strong governance • Review processes • Quality metrics • Training for creators	• Content audit • Quality improvement sprint • Enhanced review process • Subject matter expert validation	Knowledge Managers
Resource constraints	• Phased approach • Clear prioritization • Efficient processes • Leverage automation	• Reduce scope • Extend timeline • Request additional funding • Reallocate resources	Program Manager
Integration failures	• Early technical assessment • Prototype integrations • Strong IT partnership • Vendor support	• Fallback to manual processes • Engage integration specialists • Escalate to vendors • Simplified integration approach	Technical Lead
Change fatigue	• Pace rollout appropriately • Celebrate wins • Minimize disruption • Strong communication	• Slow rollout pace • Consolidate initiatives • Increase support • Re-energize with quick wins	Change Manager

Risk Monitoring

Risk Register Template

Risk ID	Risk Description	Category	Probability	Impact	Score	Status	Mitigation Actions	Owner	Review Date
R001	Pilot adoption below 50% in first month	Adoption	Medium	High	15	Open	Daily usage monitoring, targeted training, champion engagement	Change Mgr	Weekly
R002	Platform performance degrades with load	Technical	Medium	Medium	9	Mitigated	Load testing completed, infrastructure scaled	Tech Lead	Monthly
R003	Service desk integration delayed 2+ months	Integration	High	Medium	12	Open	Weekly vendor calls, escalation plan prepared	Tech Lead	Weekly

Risk Review Cadence:

• Weekly: High and critical risks (score ≥ 12)
• Monthly: Medium risks (score 6-11)
• Quarterly: Low risks (score ≤ 5)
• Phase gates: Comprehensive risk assessment

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Stakeholder Management

Comprehensive Stakeholder Analysis

Stakeholder Mapping Matrix

Stakeholder Group	Power	Interest	Attitude	Engagement Strategy	Communication
CEO/CFO	High	Medium	Neutral	Manage closely - ROI focus	Monthly dashboards, quarterly briefings
CIO/CTO	High	High	Supportive	Active partnership	Weekly syncs, architecture reviews
Business Unit Leaders	High	High	Variable	Active involvement	Bi-weekly updates, phase planning
IT Leadership	High	High	Supportive	Close collaboration	Weekly syncs, technical reviews
HR/Learning Leaders	Medium	High	Supportive	Active involvement	Monthly coordination, content collaboration
Middle Managers	Medium	Medium	Resistant	Keep informed + address concerns	Monthly communications, Q&A sessions
End Users	Low	High	Variable	Keep informed + involve	Weekly tips, training, office hours
Knowledge Workers	Medium	High	Supportive	Active involvement	Community engagement, champion network
External Partners	Low	Low	Neutral	Monitor	Quarterly updates (as needed)

Stakeholder Influence Network

flowchart TD
    CEO["CEO/CFO"]
    CIO["CIO/CTO"]
    BU["Business Unit Leaders"]
    IT["IT Mgmt"]
    KM["KM Team"]
    DM["Dept Mgrs"]
    EU["End Users"]
    CH["Champions"]
    KW["Knowledge Workers"]

    CEO --> CIO
    CEO --> BU
    CIO --> IT
    CIO --> KM
    BU --> DM
    IT --> EU
    KM --> CH
    DM --> KW
    EU <--> CH
    CH <--> KW

    style CEO fill:#e3f2fd
    style CIO fill:#e8f5e9
    style BU fill:#e8f5e9
    style IT fill:#fff3e0
    style KM fill:#fff3e0
    style DM fill:#fff3e0
    style EU fill:#fce4ec
    style CH fill:#f3e5f5
    style KW fill:#fce4ec

Stakeholder Engagement Plan

Phase 1: Foundation (Months 1-6)

Stakeholder	Activities	Purpose	Frequency
Executives	• Kickoff briefing • Pilot selection meeting • ROI updates	Secure commitment, maintain visibility	Monthly
BU Leaders	• Requirements workshops • Pilot sponsor engagement • Success metrics definition	Ensure alignment, secure participation	Bi-weekly
IT Leaders	• Architecture reviews • Integration planning • Security reviews	Technical partnership, risk mitigation	Weekly
Pilot Users	• Training sessions • Office hours • Feedback surveys	Build capability, gather input	Weekly
All Staff	• Awareness communications • “Why KM?” campaign • Preview demos	Build awareness, generate interest	Monthly

Phase 2: Build (Months 7-12)

Stakeholder	Activities	Purpose	Frequency
Executives	• Phase 1 results briefing • Wave 1 go-live updates • ROI validation	Demonstrate value, maintain support	Monthly
BU Leaders	• Wave 1 planning workshops • Integration design sessions • Success celebration events	Expand engagement, recognize achievements	Bi-weekly
Champions	• Champion training • Community launch • Recognition program	Build champion network, peer support	Weekly
Wave 1 Users	• Rollout communications • Training delivery • Go-live support	Drive adoption, ensure success	Daily (during launch)
All Staff	• Success stories • “How KM helps” campaign • Demos and showcases	Build momentum, expand awareness	Bi-weekly

Phase 3: Scale (Months 13-24)

Stakeholder	Activities	Purpose	Frequency
Executives	• Quarterly business reviews • Strategic alignment sessions • Investment decisions	Strategic oversight, resource decisions	Quarterly
All BU Leaders	• Wave 2-4 rollout meetings • Performance reviews • Community sponsorship	Enterprise expansion, ownership	Monthly
Communities	• CoP launch events • Facilitation support • Knowledge-sharing forums	Enable collaboration, peer learning	Weekly
All Users	• Continuous training • Tips and best practices • Recognition spotlights	Deepen engagement, habit formation	Weekly

Phase 4: Optimize (Months 25-36)

Stakeholder	Activities	Purpose	Frequency
Executives	• Maturity assessments • Future vision planning • Investment optimization	Long-term sustainability, innovation	Quarterly
All Stakeholders	• Innovation workshops • Continuous improvement sprints • Best practice exchanges	Optimization, sustained excellence	Ongoing

Communication Strategy

Communication Channels by Audience

Channel	Audience	Purpose	Examples
Email	All users	Announcements, updates, tips	Launch announcements, success stories, tips of the week
Intranet	All users	Centralized information	KM program page, FAQs, resources, metrics dashboard
Town Halls	All staff	Engagement, Q&A	Kickoff event, quarterly updates, go-live celebrations
Workshops	Targeted groups	Training, planning	Requirements gathering, rollout planning, train-the-trainer
One-on-One	Leaders, resistors	Influence, address concerns	Executive briefings, resistance management conversations
Teams/Slack	Active users	Community, real-time support	Champion channels, help channels, CoPs
Video	All users	Engagement, demonstration	Executive messages, how-to demos, success testimonials
Newsletters	All users	Regular updates	Monthly program newsletter, community highlights

Key Messages by Phase

Phase	Primary Message	Supporting Messages
Foundation	“We’re building a knowledge-powered future”	• Why knowledge matters • What to expect • How to get involved
Build	“See the difference knowledge makes”	• Pilot success stories • Early wins and ROI • Next rollout waves
Scale	“Knowledge is how we work”	• Integration with daily work • Community opportunities • Recognition spotlights
Optimize	“Knowledge drives our competitive advantage”	• Maturity achievements • Innovation initiatives • Industry leadership

Resistance Management Framework

Identifying and Addressing Resistance

Resistance Type	Manifestation	Root Cause Analysis	Response Strategy
Passive Resistance	Low participation, minimal contributions	• Unclear expectations • Lack of perceived value • Competing priorities	• Clarify role expectations • Share relevant success stories • Align with performance goals
Active Resistance	Vocal criticism, discouraging others	• Previous bad experiences • Threat perception • Culture mismatch	• One-on-one conversations • Address specific concerns • Involve in solution design
Systemic Resistance	Organizational barriers, policy conflicts	• Conflicting incentives • Process misalignment • Structural issues	• Executive intervention • Policy changes • Process redesign

Resistance Resolution Process

flowchart TD
    S1["Step 1: Identify Resistance<br/>• Monitor adoption metrics<br/>• Gather feedback<br/>• Observe behaviors"]
    S2["Step 2: Understand Root Cause<br/>• Conduct interviews<br/>• Analyze patterns<br/>• Segment resistors"]
    S3["Step 3: Select Response Strategy<br/>• Educate (lack of awareness)<br/>• Involve (lack of participation)<br/>• Support (lack of ability)<br/>• Negotiate (conflicting interests)"]
    S4["Step 4: Implement Response<br/>• Execute chosen strategy<br/>• Provide resources<br/>• Monitor progress"]
    S5["Step 5: Follow Up<br/>• Measure outcomes<br/>• Adjust approach<br/>• Recognize progress"]

    S1 --> S2
    S2 --> S3
    S3 --> S4
    S4 --> S5
    S5 -.->|Iterate as needed| S1

    style S1 fill:#fce4ec
    style S2 fill:#fff3e0
    style S3 fill:#e8f5e9
    style S4 fill:#e3f2fd
    style S5 fill:#f3e5f5

---

Pilot Program Design

Pilot Selection Criteria

Factor	Ideal Characteristics	Evaluation Questions
Business Unit	High knowledge intensity, supportive leadership	• Does this unit rely heavily on knowledge work? • Is the leader committed to success?
Size	50-200 people	• Large enough to prove value? • Small enough to manage closely?
Complexity	Representative of broader organization	• Will learnings apply elsewhere? • Does it reflect typical challenges?
Urgency	Real business need with measurable pain	• Is there a clear problem to solve? • Can we measure improvement?
Visibility	Success will be noticed by organization	• Will others hear about this? • Can we create compelling stories?
Champion	Strong advocate within the business unit	• Who will champion this internally? • Do they have influence?

Pilot Objectives and Success Criteria

Objective	Success Criteria	Measurement Method
Validate Technology	Platform meets 90% of requirements with acceptable performance	Feature checklist, performance testing, user acceptance
Test Processes	Content workflows function effectively with <2 hours/week overhead	Process observation, time tracking, stakeholder feedback
Assess Adoption	70% of pilot users active weekly by Month 2	Usage analytics, login tracking, contribution metrics
Measure Value	20% improvement in target business metric	Before/after analysis, control group comparison
Identify Issues	95% of issues resolved before scale phase	Issue log, resolution tracking, lessons learned
Build Advocates	10+ champions ready to support broader rollout	Champion recruitment, testimonials, engagement levels

Pilot Execution Plan

Pre-Launch (Weeks 1-4)

Week	Activities	Deliverables
Week 1	• Sponsor kickoff • Stakeholder mapping • Requirements gathering	• Project charter • Stakeholder register • Requirements document
Week 2	• Use case definition • Content inventory • Platform configuration start	• Use case specifications • Content migration plan • Configuration design
Week 3	• Content migration • Platform configuration complete • Training material development	• Migrated content • Configured platform • Training curriculum
Week 4	• User acceptance testing • Training delivery • Communication rollout	• UAT results • Trained users • Launch communications

Launch (Weeks 5-6)

Activity	Description	Success Indicators
Go-Live	Platform accessible to pilot users	• System available 99.9% • All users can log in • No critical issues
Intensive Support	Daily help desk, office hours, champion availability	• <1 hour response time • 90% issue resolution same-day • High satisfaction scores
Communication	Daily tips, success stories, usage reminders	• 80% email open rate • Growing engagement • Positive sentiment
Monitoring	Real-time usage tracking, issue logging	• Dashboard updated daily • Issues triaged hourly • Trend analysis

Operations (Weeks 7-20)

Activity	Weekly Focus	Monthly Deliverables
Content Creation	Users creating, reviewing, improving content	• Content growth metrics • Quality scores • User contributions
Quality Management	Regular content audits, feedback integration	• Quality audit reports • Improvement actions • Updated content
User Support	Office hours, training refreshers, help resources	• Support tickets • Training sessions • Help documentation
Measurement	Usage analytics, business impact tracking	• Weekly dashboards • Monthly trend reports • ROI calculations
Iteration	Continuous improvements based on feedback	• Enhancement backlog • Sprint releases • User feedback integration

Evaluation (Weeks 21-24)

Activity	Approach	Deliverable
Results Analysis	Comprehensive data analysis, before/after comparison	Pilot assessment report with quantitative results
User Feedback	Surveys, interviews, focus groups	User feedback summary with themes and recommendations
Lessons Learned	Team retrospectives, stakeholder debriefs	Lessons learned document with actionable insights
Recommendations	Synthesis of findings into action plan	Next steps recommendations for scaling
Business Case	ROI validation, scaling cost/benefit analysis	Updated business case for Phase 2 investment

Pilot Success Metrics

Category	Metric	Baseline	Target	Month 3 Actual	Month 6 Actual
Adoption	Active users (weekly)	0%	70%	___	___
Engagement	Articles created	0	100	___	___
Engagement	Searches per user/week	0	5	___	___
Quality	Average content rating	N/A	4.0/5.0	___	___
Efficiency	Time to find information	30 min	15 min (50% reduction)	___	___
Satisfaction	User satisfaction score	N/A	80% satisfied	___	___
Business Impact	Problem resolution time	45 min	31.5 min (30% reduction)	___	___
Business Impact	First contact resolution	60%	75%	___	___

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Implementation Checklist

Phase 1: Foundation Readiness Checklist

Governance (CSF 3)

• Executive sponsor identified and committed
• Steering committee established with clear charter
• KM Program Office structure defined
• Roles and responsibilities documented (RACI)
• Core policies drafted and approved
• Decision-making framework established
• Escalation process defined

Strategy (Chapter 4 Connection)

• Vision and mission statements defined
• Strategic objectives aligned with business goals
• Success metrics and KPIs established
• 3-year roadmap created
• Business case approved
• Budget and resources secured

Technology (CSF 5)

• Requirements gathering complete
• Platform selected and procured
• Technical architecture designed
• Development environment configured
• Security review completed
• Integration points identified
• Disaster recovery plan created

Content (CSF 4)

• Content inventory completed
• Taxonomy designed
• Templates and standards created
• Initial content migrated
• Quality assurance process defined
• Content lifecycle workflows established

People and Culture (CSF 2, 7)

• Change management plan developed
• Communication strategy created
• Training curriculum designed
• Champion network identified
• Recognition program designed
• Resistance management plan ready

Pilot Program

• Pilot business unit selected
• Pilot objectives and success criteria defined
• Pilot team identified and committed
• Use cases documented
• Pilot plan created with timeline
• Support model designed

Phase 2: Build Scaling Checklist

Process Integration (CSF 6)

• Business processes mapped
• Integration requirements defined
• Workflow integrations configured
• Process documentation updated
• Integration testing completed
• Process owners trained

Expansion Readiness

• Pilot evaluation complete with positive results
• Lessons learned documented and applied
• Wave 1 business units selected
• Rollout plan created
• Resources allocated
• Dependencies resolved

Content Maturity

• Content library expanded
• Department-specific content created
• Content review processes operating
• Quality metrics trending positively
• Search optimization implemented
• Content creators trained

Community Infrastructure

• Community platform configured
• Community charter templates created
• Facilitator training delivered
• First communities identified
• Launch support plan ready

Phase 3: Scale Deployment Checklist

Enterprise Rollout

• All business units prioritized in waves
• Rollout plans for each wave completed
• Training scaled (train-the-trainer)
• Support model scaled
• Change management scaled
• Communication cadence established

Cultural Transformation (CSF 2)

• Knowledge-sharing behaviors visible
• Recognition program active
• Performance management aligned
• Leadership modeling KM behaviors
• Cultural indicators tracked
• Stories and testimonials published regularly

Community Activation

• Target communities launched
• CoP facilitators trained and active
• Community activities calendar established
• Cross-community collaboration happening
• Community health metrics tracked

Integration Maturity

• Core business processes integrated
• Workflow adoption measured
• Process improvements documented
• Integration value demonstrated

Phase 4: Optimize Maturity Checklist

Advanced Capabilities (CSF 5)

• AI-powered search deployed
• Knowledge discovery implemented
• Predictive analytics operational
• Intelligent recommendations active
• Conversational AI/chatbot launched

Continuous Improvement (CSF 8)

• Metrics and analytics dashboard operational
• Improvement process established
• Innovation pipeline active
• A/B testing framework in place
• User feedback loops functioning

Maturity Assessment (Chapter 24 Connection)

• Maturity assessment completed
• Target maturity level (Level 4) achieved
• Gaps identified and addressed
• Maturity improvement plan active

Sustainability

• Self-sustaining governance operating
• Organic content creation happening
• Communities thriving independently
• Budget optimized and stable
• Knowledge-first culture embedded

Go-Live Gate Criteria

For Any Rollout Wave

• Platform stable (99.5% uptime in previous 30 days)
• Critical content migrated and validated
• Users trained (90%+ completion rate)
• Support team ready and trained
• Communication plan executed
• Success metrics baselined
• Rollback plan prepared
• Executive sponsor approval obtained
• No high/critical open issues
• Integration testing passed

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Change Management

Why Change Management is Critical

Without Change Management	With Change Management
Low adoption rates (<30%)	High user engagement (>70%)
Resistance and skepticism	Enthusiasm and support
Technology underutilized	Technology well-used
Failed investment (ROI <50%)	Realized ROI (>250%)
Return to old ways within 6 months	Sustained behavior change
Blame culture (“IT project failed”)	Shared ownership (“Our KM system”)

CSF Connection: Change management directly supports CSF 2: Knowledge-Sharing Culture by transforming behaviors and mindsets.

ADKAR Change Model for KM

Stage	Focus	KM-Specific Activities	Success Indicators
Awareness	Why change is needed	• Communicate business drivers • Share pain points and costs • Explain KM benefits • Executive messaging	• 90% awareness of KM initiative • Understanding of “why” • Positive sentiment
Desire	Want to participate	• Address “WIIFM” (What’s In It For Me) • Show quick wins and success stories • Provide incentives • Engage champions	• 70% express willingness • Volunteer participation • Positive attitude
Knowledge	How to change	• Training on platform and processes • Documentation and job aids • Office hours and Q&A • Tips and best practices	• 90% training completion • High competency scores • Self-sufficiency
Ability	Can implement	• Hands-on practice • Coaching and mentoring • Ongoing support • Feedback and iteration	• Successful task completion • Growing proficiency • Confidence building
Reinforcement	Make it stick	• Recognition and rewards • Performance integration • Continuous communication • Measure and celebrate progress	• Habitual behaviors • Self-sustaining adoption • Cultural transformation

Training Approach

Training Curriculum

Course	Target Audience	Format	Duration	Timing	Objectives
KM Overview	All users	E-learning (self-paced)	30 min	Pre-launch	Understand KM value, basic concepts, WIIFM
Platform Basics	All users	Virtual instructor-led	1 hour	Launch week	Navigate, search, consume content
Creating Content	Contributors (20% of users)	Hands-on workshop	2 hours	Week 2-4	Create, structure, tag, submit content
Content Review	Knowledge managers	Workshop	4 hours	Month 1	Review, approve, improve, retire content
Community Facilitation	CoP facilitators	Interactive workshop	4 hours	Month 3-6	Facilitate, engage, moderate, grow communities
Advanced Search	Power users	Webinar	1 hour	Month 2+	Advanced search techniques, filters, operators
Administration	KM team, IT	Technical training	8 hours	Month 1	Platform admin, configuration, integrations, troubleshooting
Change Champion	Champions	Workshop	3 hours	Pre-launch	Advocacy, support, feedback gathering

Training Delivery Strategy

• 70-20-10 Model: 70% on-the-job learning, 20% peer learning, 10% formal training
• Microlearning: Short, focused content for just-in-time learning
• Blended Approach: Mix of e-learning, instructor-led, hands-on, coaching
• Continuous Learning: Ongoing tips, refreshers, advanced topics

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Success Criteria and Measurement

Phase Gate Criteria

Phase 1 to Phase 2 Gate

Category	Criterion	Target	Status
Pilot Adoption	Active weekly users	≥70%	___
Content	Articles created and validated	≥100	___
Quality	Average content rating	≥4.0/5.0	___
Value	Quick win documented with ROI	≥1	___
Satisfaction	User satisfaction score	≥75%	___
Business Impact	Target metric improvement	≥20%	___
Lessons Learned	Documented and actions defined	Complete	___
Governance	Operating effectively	Yes	___

Phase 2 to Phase 3 Gate

Category	Criterion	Target	Status
Adoption	Wave 1 active users	≥70%	___
Integration	Business processes integrated	≥3	___
Content	Knowledge base growth	+200% from pilot	___
Quality	Content rating maintained	≥4.0/5.0	___
Value	Quantified ROI	≥150%	___
Champions	Active champion network	≥20 champions	___
Readiness	Wave 2 preparation complete	Yes	___

Phase 3 to Phase 4 Gate

Category	Criterion	Target	Status
Adoption	Enterprise-wide deployment	100% of units	___
Engagement	Regular contributors	≥20% of users	___
Communities	CoPs established and active	≥10	___
Integration	Processes integrated	≥5	___
Quality	Content quality maintained	≥4.0/5.0	___
Impact	Productivity gain	≥10%	___
Culture	Sharing behaviors evident	Yes	___

Progress Tracking Dashboard

Implementation Milestone Tracker

Phase	Milestone	Target Date	Actual Date	Status	% Complete	Issues/Risks
Phase 1	Governance established	Month 1
	Platform deployed	Month 3
	Pilot launched	Month 4
	Quick wins achieved	Month 6
	Phase 1 gate passed	Month 6
Phase 2	Wave 1 rollout complete	Month 10
	Integration #1-3 live	Month 11
	Phase 2 gate passed	Month 12
Phase 3	Wave 2 rollout complete	Month 16
	Wave 3 rollout complete	Month 20
	Wave 4 rollout complete	Month 24
	10+ CoPs active	Month 24
	Phase 3 gate passed	Month 24
Phase 4	AI search deployed	Month 27
	Maturity Level 4 achieved	Month 30
	Phase 4 complete	Month 36

Key Metrics Dashboard (Live Tracking)

Metric	Current	Target	Trend	Status
Active Users (% of deployed)	___%	70%	↑ ↔ ↓	🟢 🟡 🔴
Weekly Searches per User	___	5	↑ ↔ ↓	🟢 🟡 🔴
Articles Created (Total)	___	Phase target	↑ ↔ ↓	🟢 🟡 🔴
Content Quality Rating	___	4.0/5.0	↑ ↔ ↓	🟢 🟡 🔴
Search Success Rate	___%	85%	↑ ↔ ↓	🟢 🟡 🔴
Time to Resolution	___ min	30% reduction	↑ ↔ ↓	🟢 🟡 🔴
User Satisfaction	___%	80%	↑ ↔ ↓	🟢 🟡 🔴
ROI (Cumulative)	___%	150-300%	↑ ↔ ↓	🟢 🟡 🔴

Status Legend:

• 🟢 Green: On track or exceeding target
• 🟡 Yellow: Slight delay or below target, mitigation in place
• 🔴 Red: Significant issue requiring escalation

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Figure Specifications

Figure 21.1: Implementation Roadmap Timeline

Figure 21.1: Comprehensive Implementation Roadmap Timeline

Description: A horizontal Gantt-style timeline showing all four phases (Foundation, Build, Scale, Optimize) over 36 months. Each phase shows key activities, milestones, and phase gates. Color-coded tracks for Governance, Technology, Content, People/Change, and Integration running horizontally. Major milestones marked with diamonds. Phase gates shown as vertical decision points.

Key Elements:

• Horizontal axis: 36 months divided into quarters
• Vertical tracks: 5 parallel tracks for major work streams
• Phase divisions: Clear boundaries between 4 phases
• Milestones: Pilot launch, Wave rollouts, Go-lives, maturity achievements
• Phase gates: Go/no-go decision points between phases
• Dependencies: Arrows showing critical path
• Quick wins: Called out in Phase 1

Position: After “The Four-Phase Model” section Color Scheme: Phase 1 (Blue), Phase 2 (Green), Phase 3 (Orange), Phase 4 (Purple)

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Figure 21.2: Phase Gate Decision Model

Figure 21.2: Phase Gate Quality Decision Framework

Description: A flowchart showing the phase gate review process. Starts with “Phase Complete” box, flows to “Gate Review Meeting,” then decision diamond “Criteria Met?” with three paths: YES → “Proceed to Next Phase,” NO (Minor Issues) → “Conditional Approval with Actions,” NO (Major Issues) → “Remediation Required” (loops back to phase). Includes checklist of gate criteria on the side.

Key Elements:

• Start: Phase complete trigger
• Gate review process: Stakeholder review meeting
• Decision criteria: Adoption, quality, value, readiness
• Three outcomes: Go, conditional go, no-go
• Remediation loop for issues
• Approval authority indicated

Position: In “Success Criteria and Measurement” section, before Phase Gate Criteria tables Color Scheme: Green (go), yellow (conditional), red (no-go)

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Figure 21.3: Resource Allocation Over Time

Figure 21.3: Resource Allocation Across Implementation Phases

Description: A stacked area chart showing FTE allocation over 36 months across different role categories. X-axis is time (months 1-36), Y-axis is total FTEs. Stacked areas for: Program Management (bottom, constant), Technical (high in Phase 1-2, tapering), Knowledge Management (ramping up through Phase 2-3), Change Management (peak in Phase 2-3, declining), Community Support (emerging Phase 3-4). Total FTE count shown as line on top.

Key Elements:

• 5 stacked areas representing role categories
• Total FTE trend line
• Phase boundaries marked
• Peak staffing periods highlighted
• Transition from build to run model visible
• Budget correlation noted

Position: In “Resource Planning” section, after Team Structure table Color Scheme: Different color for each role category, clear legend

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Review Questions

Test your understanding of the implementation roadmap concepts:

1. Phased Approach Design
   • Why is a phased implementation approach recommended over a “big bang” approach for most organizations?
   • What are the key objectives of Phase 1 (Foundation) versus Phase 4 (Optimize)?
   • How do phase gates ensure implementation quality and readiness?
2. Quick Wins Strategy
   • What are the five criteria for identifying effective quick win opportunities?
   • How do quick wins support the overall implementation strategy beyond just demonstrating value?
   • Describe how you would calculate and present ROI for a quick win initiative.
3. Resource Planning and Risk Management
   • What are the core roles required for a KM implementation team, and how does the team composition change across phases?
   • Identify the top three implementation risks and explain the mitigation strategies for each.
   • How should budget allocation shift from Phase 1 to Phase 4?
4. Stakeholder Engagement
   • How does stakeholder engagement strategy differ for executives versus end users?
   • Explain the power-interest stakeholder mapping matrix and how it informs engagement approach.
   • What are the most effective strategies for managing active resistance to KM adoption?
5. Integration and Maturity
   • How does the implementation roadmap connect to the KM maturity model described in Chapter 24?
   • Which of the 8 Critical Success Factors should be prioritized in Phase 1, and why?
   • Describe how process integration evolves from Phase 2 through Phase 4.

Answer Guidelines:

Strong answers will:

• Reference specific phases, timelines, and gate criteria
• Connect to the 8 CSFs and demonstrate understanding of their interdependencies
• Provide concrete examples from the quick wins or risk management sections
• Show understanding of the change management principles underlying the roadmap
• Demonstrate ability to apply concepts to different organizational contexts
• Reference connections to Chapter 4 (Strategy) and Chapter 24 (Maturity)

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Key Takeaways

• Phased implementation reduces risk while accelerating value delivery through structured, manageable stages
• Four phases provide structure: Foundation (months 1-6), Build (7-12), Scale (13-24), Optimize (25-36)
• Quick wins are essential to demonstrate value, build momentum, and secure ongoing support
• Resource planning is critical: Core team of 7-10 FTEs, with evolving composition across phases
• Risk management is proactive: Identify, assess, mitigate, and monitor risks continuously
• Stakeholder engagement is continuous: Different strategies for different stakeholders based on power and interest
• Pilot programs validate approach before enterprise-wide investment and provide valuable learning
• Change management is not optional: ADKAR model provides structured approach to adoption
• Phase gates ensure quality: Clear criteria and go/no-go decisions between phases
• Success requires measurement: Track adoption, engagement, quality, and business impact continuously
• All 8 CSFs must be addressed: Governance, culture, content, technology, process, people, metrics
• Integration deepens over time: From simple workflows in Phase 2 to embedded culture in Phase 4
• Cultural transformation takes time but delivers the most sustainable value
• Continuous improvement mindset: Each phase builds on learnings from previous achievements
• Connection to maturity: Roadmap enables progression to Level 4-5 maturity (Chapter 24)

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Summary

Successful knowledge management implementation requires a structured, multi-phase approach that balances speed with risk management. The four-phase roadmap—Foundation, Build, Scale, and Optimize—provides a proven pathway from initial pilot through enterprise-wide deployment to mature, self-sustaining operations. By starting with quick wins and a focused pilot, organizations validate their approach and build momentum before scaling. Each subsequent phase expands scope, deepens integration, and matures capabilities while managing risks and engaging stakeholders continuously.

Resource planning ensures the right team is in place throughout the journey, with composition evolving from heavy implementation focus to operational optimization. Comprehensive risk management identifies and mitigates common pitfalls. Stakeholder engagement tailored to each group’s power and interest ensures buy-in and adoption. Change management using the ADKAR model drives the cultural transformation essential for long-term success.

Clear success criteria, phase gates, and continuous measurement enable data-driven decision-making and ensure each phase delivers expected value before progressing. The roadmap explicitly connects to the strategic framework in Chapter 4 and enables progression to Level 4-5 maturity as defined in Chapter 24. By following this structured approach and addressing all 8 Critical Success Factors, organizations can achieve sustainable knowledge management that delivers measurable business value and competitive advantage.

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Chapter Navigation

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