unleash the power of people the business impact of knowledge communities at motorola right people...
TRANSCRIPT
UNLEASH THE POWER OF PEOPLE
The Business Impact of Knowledge Communities
at Motorola
right people … right knowledge … right now
Dr. Arthur Paton
Motorola Knowledge Community Resource Office
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ESome Terms…..
• Synchronous Learning
– As in Same Time, like classroom or web seminar or teleconference
• Asynchronous Learning
– As in not at the same time,
– like watching a video or using a learning CD in your computer, watching a recorded seminar or downloading and using a computer-based learning program.
– Most social networking is asynchronous
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EAnother Term …
• Social Networking
– People sharing thoughts and information with each other regularly, often in defined groups
– Usually done with computer applications
– Mobile access is growing exponentially!!
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EHIDEF
• Blog:
– a website, maintained by an individual with regular entries of commentary or news on a particular subject; others function as more personal online diaries. As of December 2007, blog search engine Technorati was tracking more than 112 million blogs
• Wiki
– collaborative website, using open contributions and consensus-based editing and organization of content on any topic. Wiki is a Hawaiian word for “fast”.
– Ward Cunningham, was the developer of the first wiki software, WikiWikiWeb
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EHiTouch
• Community
– Any group exchanging knowledge about a topic on a regular basis. Social Networking tools called Knowledge Communities or Community of Practice enable collaboration electronically.
– Communities typically host Blogs, Wikis, Discussion Groups, Forums, Polls, Libraries and other collaborative tools.
– Communities enable asynchronous, global collaboration
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EPause and Reflect
• What social networking tools are being used in your company today?
– Blogs
– Wikis
– Forums/Discussions
– Communities
– Micromessaging
– Web 2.0 Directory
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EMotorola Communities – The StoryIT Web 2.0 Strategy
• Open Text Tool Enhancement 2004
• Initially: Discussion Groups, Q&A, Site Templates
• Added Forums, Blogs, Wikis, FAQ’s, Template enhancements
• Community Beta early 2005, no announcement
• People Experiment…..
Motorola University Involvement (again)
• Motorola University asked to Sponsor Communities, 2007
• MU asks for list of communities….. 2,000+ Communities!
• Currently Active Communities: 250
• Knowledge Community Resource Office Created 2007
• Benchmark with Caterpillar, APQC, Honeywell, TI
• Survey KC Leaders, Implement Learning, Create KC Leader Community
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ESelling It…..
• External ROI analysis attributes $600 net benefit for every discussion thread in any knowledge community.
• Documented 5-year returns range from $26M to $75M
• “The ability to learn faster than the competition is often the only sustainable competitive advantage a company can have”
Arie de Geus MIT
Source: Caterpillar ROI study, MIT
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EAnd This….
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EA Word About Our Partner…
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ECommunity Directory
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ECommunity Types
• Phase 1• Short Term, Information-based, take and go transactions
• 75% of Communities
• Require committed resource providers
• Constant updating to provide constant value
• Phase 2• Long Term, Collaboration and Research-based
• 15% of Communities
• Require Senior Sponsorship, Committed Members
• Future oriented topics
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ECommunity Tools - Blogs
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ECommunity Meeting Notes Wiki
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ECommunity Leader Resources File
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EForum Example
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ESocial Networking Promotion
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EMotorola Usage Stats
• As of 1Q2009:
– 7,868 Blogs
– 1708 Communities
– 2,400 FAQ’s (20,000 answers)
– 3,577 Forums
– 7,943 Wikis
– 7,900 Extranet Projects
– 6,000 Motmot Accounts
• All are Active, indicating recent postings
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E
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E
2840
931
925
(350)
220
Motmot user distribution
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EExample Community Categories
• Human Resources
• Sales and Marketing
• Supply Chain
• Engineering
• Leadership
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EHR Communities• Global MU
– Unites global learning team
– Process, methods, tips, internal and external expertise
– Expert list
• HR Centers of Expertise
– Global Communities
– 17 Communities
• Disability, Asia, Women’s Business Councils
– Coordinate global efforts on defining business impact
– Council operations, decisions, priorities
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EBusiness Unit Sales and Marketing
• Partners for End To End Solutions
– Software Development
– Customer Feedback
– Product Announcement
– Product Support
• External/Internal Community for solution development
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EEngineering
• Software
– Security Tools, Testing, Architecture, Coding
• Hardware
– Compartmentalized Design, contractors, internal
• Agile Software Engineering Business Case
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EAgile Community Challenges
• Unable to expand within a business or across businesses without a community
• Collaboration on pan-business metrics and data collection not possible without a community
• Best practice definition, validation not possible without a community
• Learning Cycles much longer without a community
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EAgile Software Development
• Community Page
• Challenge
• Actions
• Results
• Business Impact
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EAgile Software Engineering
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EResults
Motorola Document Classification, File Name, Rev NumberAdd additional legal text here if required by your local Legal Counsel.
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005
Demonstrated Productivity Increases1.25x productivity worst case, 2x or better normally
0
1
2
3
4
5
6
iDEN - GatewaySR15
iDEN - GatewaySR16
iDEN - HLRSR15
Dimetra - D6.0SER
ASE- ZC A6.0DSA
ASE - ZC A6.6 ASE - ZC A6.9 ASE - ConsolesA6.9
Pro
du
cti
vit
y Im
pro
ve
me
nt
fac
tor
2x to 5x improvement in lines of code per staff hour expectedin most cases
1.25 to 2.0x improvementin lines of code per staff hour cost for complex, legacy code extensions
Software Projects
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EResults
Motorola Document Classification, File Name, Rev NumberAdd additional legal text here if required by your local Legal Counsel.
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005
Demonstrated Defect Density Improvement25% improvement worst case, 30-40% normally
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
iDEN -
Gatew
ay S
R15
iDEN -
Gateway S
R16
iDEN -
HLR S
R15
iDEN- D
LAC
Dimet
ra -
D6.0 S
ER
ASE- ZC A
6.0
DSA
ASE - ZC
A6.
6
ASE - ZC
7.6
F2
ASE - ZC
A6.
9
ASE - NM
A6.
9
ASE - Con
sole
s A6.9
% im
pro
ve
me
nt
in D
efe
ct
De
ns
ity
Measured by Staff Effort, so likely under statedimprovement
30-40%or more improvement indefect density can be expected in most cases
~25% improvement indefect density for complex legacy code extensions
Products
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EThe Virtual Engineering Symposium
• Mediated by Communities
• One community per topic area
• Session Chair = Community Leader
• Citrix Go To Webinar for Presentation
• 364 Papers, over half from outside the US
• Live and Recorded
• Communities Persist After Symposium
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EGlobal Reach
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EVirtual Symposium Community
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ESession “Track” Communities
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EResults
• 2,457 Global Participants
• 12 Countries
• 227 Papers Presented
• 95% said do it again
• 90% said they got something to use (tracking reuse metric)
• 85% would participate next time
• 70% would like to present next time
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EThe Successful Community
• Grassroots Communities
– Successful because they benefit members
– Allow safe pilots, self selection, testing
– Tend to support interaction between groups
• Sponsored Communities
– Successful because they benefit the company
– Clear goal, timeline, metrics
– Accountability, “why aren’t you doing this?”
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ECommunity Member Attitudes
• Survey of 85 of 200 Communities
• Done by University of Illinois
• Questions about attitudes around community membership, leadership and value
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ESurvey Results
Question Average Score
0
1
2
3
4
5
6
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51
Question Number
Qu
esti
on
Sco
re
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EThe Future Past
• Motorola Vision
– Communities chartered as knowledge owners
– Tacit expertise captured, maintained, in communities
• Tell Me Why learning, Blogs, xTube, xTunes, xx….
– Communities responsible for tacit expertise education
– Eight communities have this role now
• Perspective:
– How was this done before the internet, KM, community applications, tools, APQC, etc.?
– How will this be done in the future, when computing will be orders of magnitude more capable and pervasive?
– What will be the roles of people and technology?
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EOak Beams at New College, Oxford
• “I think of the oak beams in the ceiling of College Hall at New College, Oxford, first built in 1386. In 1856, when the beams needed replacing, carpenters used oak trees that had been planted in 1386 when the dining hall was first built. The 14th-century builder had planted the trees in anticipation of the time, hundreds of years in the future, when the beams would need replacing. Did the carpenters plant new trees to replace the beams again a few hundred years from now?”*
*From Danny Hillis, presentation at Motorola 2001
