aligning people process and technology in km arma metro ny presentation
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• Introduction• Approach• Roadmap• Technology• Requirements for success• Case studies
Agenda
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Who am I?
• Accountant and IT Management by education
• KM consultant by desire• Chief Chaos Organizer at
Missing Puzzle Piece Consulting, Knoco franchisee
• 4 yrs KM Program Manager in HP
• 9+ yrs as consultant to a variety of companies including BMO, HSFO, Kodak, HP, Zenon Environmental, OSC, CIBC, ENEC
• Based in Toronto
This Presentation
• Based on a report I wrote for Ark Group, which was published in May 2011
• HOWEVER, you do not needto buy the report, the slides are available
© Missing Puzzle Piece Consulting, 20134
Knowledge Management
Definition• Connecting people to the knowledge they
need to do their jobs whether that knowledge is tacit or explicit
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Collect: •Business Processes
• Information Flows
•Organization Strategy and Plan
• IT Strategy and Plan
Analyze: •Human, Social, and Intellectual Capital Best Practices
Resolve: •Policies•Knowledge & process flows
•Metrics•Strategic Goals
•Governance
Select technology
Design/ Develop/ Test
Implement•Change Mgmt
•Processes•Metrics
Use
Evolve
Knowledge Management Roadmap
• What problem are you trying to solve?• What challenge are you trying to overcome?
Which technology to pick?
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Categories of KM Technologies
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Unstructured Knowledge•Domain Knowledge Wikis•Blogging•Communities of Practice•Collaboration•Document and Content Management•Portal
Semi-structured Knowledge• Lessons Learned Database•Yellow Pages/ Expertise Location
Structured Knowledge•Configuration Management
Database
Search
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Business Intelligence/ Data Warehouse
Cont
ext
Organization/ Enterprise
Group/team
Individual
Scan, Map
Capture, Create
Package, Store
Share, Apply
Transform, Innovate
Learning Management/eLearning
ECM Component Content
ManagementPortal
Records Management
Document Capture
Communities of Practice, Expertise location
Social Media
Adapted from: Knowledge Managements by Despres and Chuvel, Journal of KM, vol 3, no. 2 1999, p119.
Knowledge Management Technology
Collaboration
CRM, Contact Centre, Incident Management/Helpdesk
eDiscovery
Search
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Enterprise Technologies, Structured and Unstructured Knowledge
Business Intelligence and Data Warehouse
Customer Relationship Management
Contact Centre Incident Management/
Helpdesk
Learning Management
System/ eLearning
Expertise Location
Common business problem solved
Better decisions making at all levels: strategic, operational, and tactical
Ensure sales staff have current information for customer interactions
Standardize and streamline sales and marketing processes
Track and analyse marketing campaigns
Improve customer experience for service and support
Improve customer loyalty
Reduce cost of customer support
Enable IT to quickly identify and resolve service outages
Establish a historical record of service outages and incidents as well as their resolutions for reuse and analytics
Provide single point of contact
Tracks IT efforts and provide visibility into service support
Administer and track employee training records
Deliver training and test participant learning
Locate experts within the organization and enable them to collaborate
Reduce duplication of effort
Reduce the threat of communication breakdown
Reduce time to find Subject Matter Experts (SME’s)
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Enterprise Technologies, Unstructured Knowledge
Records Management
Component Content
Management
Content/ Document
Management (ECM)
Imaging, Forms,
Document Capture
Search Portal Workflow eDiscovery
Common business problem solved
Compliance Management
Productivity enhancement
Risk Management
Improve document quality, consistency, and standardization
Increase productivity in creating content
Streamline document/content update process
Central place to go for documents
Improve accessibility regardless of location
Improve document lifecycle management
Increase reuse of documents/ information
Reduce paper
Reduce storage costs of paper
Standardize data collection (through forms)
Streamline processes
Improve information retrieval
Central place to go for information and access to systems
Improve compliance to processes
Improve efficiency through consistency and standardiz-ation
Improve the ability to execute administrative and compliance processes consistently
Reduce process execution time
Improve security of information
Reduce litigation costs
Reduce risk
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Social Media and Collaborative Technologies
Blogs Micro-blogging
Social Networking
Collaboration
Instant Messaging
Document Mgmt
Wiki Virtual Meeting
Community of Practice
Common business problem solved
Communica-tion across functions, teams, depts, stakeholder groups
Quick, status-type communication across functions, teams, departments, stakeholder groups
Communica-tion
Sharing/ finding expertise
Quick, immediate communication among colleagues
Everyone who should have access to a document has access
Reduces confusion caused by emailing documents
Sharing information
Timely creation and updating of information
Everyone who should have access to the information has access
Reduces confusion caused by emailing documents
Sharing information
Timely creation and updating of information
Facilitating global/ virtual teams
Reducing travel costs
Organizational learning
Sharing expertise
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Collect: •Business Processes
• Information Flows
•Organization Strategy and Plan
• IT Strategy and Plan
Analyze: •Human, Social, and Intellectual Capital Best Practices
Resolve: •Policies•Knowledge & process flows
•Metrics•Strategic Goals
•Governance
Select technology
Design/ Develop/ Test
Implement•Change Mgmt
•Processes•Metrics
Use
Evolve
Knowledge Management Roadmap
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KM Governance
Body
Business Requirements
Enterprise Architecture
Security & Compliance
Business & IT
Participation
Governance Inputs (2/4)
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KM Governance
Body
Advice & Guidance
Supportable Platform
Request Prioritization
Charge-BackRatification
Governance Outputs (3/4)
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Governance Committee (4/4)
KM Governance
Chair
Department 1
Department 2
Department 3
Department 4
Department 5
Department 6
Department 7
Change Management• Organizational impact management• Stakeholder and sponsor management• Communication: planning and management• Training: planning and management
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Case StudiesCase Study KM Technology KM Implementation Results, if known
Environmental Company Document Management
Unsuccessful and then successful
Increased number of users using the system by 50%, saved their million dollar investment
High Technology Company #1 Enterprise Content Management
Successful Significant ROI on technology investment, validated by external 3rd party
6500+ employees participating in knowledge sharing
Osler, Hoskin & Harcourt Portal Successful User acceptance of the platform because they were involved at each step of the process and a technology was selected that met their requirements.
Multinational Fast Moving Consumer Goods Company
Communities of Practice
Successful In the first five years sales in the small retail sales channel in the 12 emerging markets trebled, while profits have more than doubled.
Pharmaceutical Company Portal Unsuccessful Project failed due to alienation of stakeholders and lack of participation of users.