peer-based enterprisedocument workflow
DESCRIPTION
HP Technology Forum, Las Vegas, 2007TRANSCRIPT
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© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
Peer-based EnterpriseDocument Workflow
John RhotonMaster TechnologistHP Services
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Outline• Enterprise Content Management
−Formal vs. Informal
−Managing Cost and Speed
• Adaptive Workflow Framework−Peer driven quality control
−Adaptive workflow paths
• HP Knowledge Brief Viewer−System Architecture
−Framework in Action
2 April 8, 2023
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3 April 8, 2023
Enterprise Content Management
• Formal Content−Established quality control
−Lengthy process
−Cost of service
• Informal Content−Speed of information
−Diverse structure
−Lack of quality standard
Formal vs Informal Content
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Knowledge Culture
• A knowledge culture is where everyone understands their responsibilities to contribute to our collective knowledge−Technologists generate, refine, and
contribute knowledge
−Managers encourage their teams to contribute
−Everyone takes pride in what they contribute
−Everyone has something to share
• Today, we have too many “knowledge absorbers” and too few “knowledge generators”
• Progression through technical carreer requires people to become knowledge generators
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HP Knowledge Brief ProgramA case study
• Response to need to get technical knowledge out quickly
• Technical Paper publishing, integration with−Professions
−Technical Career Path
KBsBreakthrough
Technologist
Wider audienc
e
TCP review board
Profession
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Objectives of Knowledge Briefs• Capture field knowledge and experience in a modular
and systematic fashion• Provide HP technologists with a way to publish
information and grow writing ability• Not a replacement for patents or white papers• KBs:
−Cover a wide variety of focus areas
−Range from conceptual primers to how-to guides and case studies
−Are easy to read and easy to write
−Ensure reasonable accuracy and relevance through peer-review cycle
−Are HP internal documents and not available to customers without prior approval
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Costs-benefit AnalysisHours required to generate a KB 32
Time for Review/Tech-edit/Publication 8
Cost per hour (estimated worldwide average) $100.00
Total KBs generated 3’689
Total cost of KB generation $14’756’000
Total cost of staffing for KB system (since 2001) $2’000‘000
Cost of KM systems deployed to support KBs $500’000
Total Cost of KBs $17’256’000
Number of downloads 1’284’179
Hours saved by HP staff per download 0.2
Hours saved through KBs 256’836
Total Benefit (at hourly cost of $100) $25’683’580
ROI: 48%
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Incentives• Reuse of Intellectual Property• Increased visibility within community/profession• Can be included as evidence of continuity of
contribution in promotion packages• Publication Experience – something that leading
technologists should consider• Knowledge Brief Awards
−Frequent Contributors (Bronze, Silver, Gold)
−Technical Journal Selection
−Most Popular Downloads
Metrics drive behaviour!
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Reviews• Provide an additional perspective • Help to catch any errors• Facilitate inter-organizational collaboration• Improve overall KB quality• Author selects peer reviewers• We identify technical/editorial reviewers• Publication involves final copy-editing – but
not a complete rewrite
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10 April 8, 2023
HP Labs Social Networking
• Identify and Display Subject Matter Experts• Identify Document Clusters• Identify User Communities• Recommended KBs you haven’t yet read• Focus Area Experts
Integrating with Enterprise Content Management Framework
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Popularity brought issues
Pre-workflow data
Co-ordination effort
1 FTE
Non-reviewed KBs
10%
Technical Reviewers 50Editorial reviewers 5
• Increasing volume • Hard to find
qualified reviewers• Lack of Review
Tracking• Draft content
invisible• Reviews relied on
same people• Quality concerns
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Old review process
Draft KB Submission
Technical Reviews
Publication
Bottlenecks slow process, impede scalability
Reviewer assignment is not optimal, appears inconsistent
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13 April 8, 2023
Our Solution
• Platform for structured and unstructured reviews−Formal review process with designated pool of
reviewers−Informal review process with invited experts
• Peer driven −Leverage collective talent of the enterprise−Example: HP technical community
• Quality without sacrificing cost−Distributed reviewer load−Few dedicated “content masters”
• Transparency
Heuristic Document Workflow System
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KBv3 Review Process
ReviewersSeniorReviewers
SeniorEditors
Editors
Review
Sign-off
Approve
Publish
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15 April 8, 2023
HP Labs Social Networking
• Automated Technical Reviewer assignment−Suggests subject-matter experts
• Weighting of Technical Reviewers−Based on correlation of past ratings
• Content-based Analysis−Key phrases and words
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System Architecture
16 April 8, 2023
• Based on SharePoint Portal Server 2003
• Custom Extensions added to enable a Workflow
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Knowledge Brief Document Workspace
17 April 8, 2023
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Knowledge Brief My Site
18 April 8, 2023
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Alerts & Reminders• Alerts for uploaded KBs
−In Progress, Review or Published KBs
• Alerts based on Author’s properties (Practice, Country, Business Unit, etc…)
• Weekly KB Newsletter−Latent Semantic Indexing to find document similarities
−Social Networking history to determine users interests
• Reviewing reminders−Author
−Registered reviewers
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Work in Progress• Transition to MOSS 2007 Architecture• Integration with external sources• Wiki-integration• Offline Viewer
• Synchronizes selected Focus Areas
• Records KB reads
• Integrated Full-Text Search
• Offline Reviews−Mail-in and Mail-out functionality required
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KBv3 Code Reuse• Code written to be configurable
−Web Parts
−Web Services
−Some Console/Windows Application, ASPs…
• Potential reuse in other internal KM systems
• Components available for Customer projects−Code reuse
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Achieved so far
Pre-workflow Workflow
Coordination effort 1 FTE 0.5 FTE
Non-reviewed KBs 10% <1%Technical Reviewers 50 525Editorial reviewers 5 26
All-time Q1FY07
KBs published 3689 155KBs downloaded 10,948,636 469,677Distinct Authors 1070 58Reviews unknown 659
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Summary• Enterprise Content Management dilemma
−High investment vs. Low quality (low reuse)
• Resolution is possible−Requires executive commitment
−Careful design of process and technology
• If successful the value proposition is compelling!