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Knowledge Management @ Work

Knowledge Management @ Work

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  • 1. Knowledge Management@Work ASPectx 10407 Christina Court Louisville, KY 40223 www.aspectx.com [email_address] (502) 254-9757 (502) 254-9793
  • 2. What We’ll Cover
    • Definition
    • Some case examples
    • Benefits
    • Drawbacks
    • Impact on competitive intelligence
  • 3. Just a Buzz Word?
    • “Intellectual capital,” not buildings but the people in them
    • “The art of creating value from an organization’s intangible assets”
    • “Turning corporate information into actionable knowledge.”
    • “The transfer of knowledge across an organization”
  • 4. Two Approaches Computer solution People solution
  • 5. KM Is Real
    • “Trusted” information inside an organization
    • Information with “context”
    • Captures a need when:
      • Uncertain business climate
      • Rapid staff turnover
      • Being “smart” pays dividends
  • 6. Buckman Laboratories
    • Specialty chemicals, $400 million per year revenue
    • 1,273 employees worldwide
    • All are linked by “K-Netix,” developed by Buckman
    • Concept is end of 10 years of work on knowledge sharing
  • 7. Components
    • Discussion forums on CompuServe backbone
    • Lotus Notes with its Internet server for “documents” and “data”
    • Next step: link customers with lab’s inventory and order system
  • 8. Buckman System CompuServe Buckman Labs Internet
  • 9. A Pragmatic Approach
    • Use commercial off-the-shelf software
      • Lotus Notes
      • CompuServe
    • Internet “option”
    • Make a part of the workplace
  • 10. The Benefits
    • It works
    • Clear separation of “internal system” and “Internet system”
    • Information moves
    • Collaboration possible within the organization
    • Relatively easy to set up and maintain
  • 11. What do we mean by “ knowledge”? What are our sources? Who has access to what? What technology do we need?
  • 12. What Most Organizations Have Financial information systems Sales / marketing information systems Electronic files Paper documents
  • 13. Answer: What Must Occur Software and systems that integrate separate work activities
  • 14. Choices for Data Aggregation Leading to Knowledge
    • Application Service Providers (ASPs)--Small to Medium Biz Use
    • Enterprise Resource Planning (ERPs)--Large Govt. & Corp.
    • B-to-B Ecommerce Exchanges--Buyer/Sellers
    • Vertical Portals with Intranet/Extranet Capability--Trade Associations
  • 15. SageMaker – Portal Engine
    • $18 million in venture funding
    • Wall Street data center
    • Access to 6,500 text and data sources
    • Internet technology / browser-based
    • Leader in “vortals” – vertical portals
      • World Bank (apps, data, text)
      • International Monetary Fund (real time data, transactions)
      • Union Oil (competitive intelligence)
  • 16. SageMaker … Knowledge Management
    • Bus based architecture (main transmission path)
    • Plug in application and content components
    • Based on industry standard
    • XML — Extensible Markup Language
    • Standard browser front-end ... thin client
    • Lower costs, flexibility, scalability
  • 17. SageWavePersonalized Interface
  • 18. Licensed B-to-B Content
  • 19. Benefits of Knowledge
    • Better knowledge of customer and faster response to his / her needs
    • Know the competition and more effective actions in the market
    • Know industry measurement and sustain a fair valuation
    • Know your employees and mobilize to meet changing demand
  • 20. 1. Sales and Marketing
    • Dow Chemical. 25,000 patents in a database used by all divisions--transfers to new brands
    • Outokumppu-Finland. Applied knowledge of construction of plants to new business model. Increased revenues
  • 21. 2: Improve sales with “intelligence”
    • Benetton, Italy. Produces “mass-customized” apparel to fit latest trends. React to customer “actions”
    • Ritz Carlton. Staff required to note information from every personal encounter with guest. Data on guests are stored for next visit pampering.
  • 22. 3: Improve Revenues by Leveraging Knowledge
    • Skandia AFS, Sweden. Formal procedure to analyze startups of new financial products, reduced time to profit from 2 years to 6 months
    • WM-Data, Sweden. Links non-financial indicators to strategy--produces an intangible assets report annually.
  • 23. 4: Grow Employee Expertise
    • Honda. Given employees information outside their job area
    • Ernst & Young. Employee database matched to information from client calls. Hot tips are passed to people who need the information.
  • 24. Other Options
    • dataware.com
      • (XML support and concept mining)
    • salient.com
      • (NT knowledge-based sales mgmt.)
    • vergesoft.com
      • (service company focus)
    • waresource.com
      • (Lotus Notes implementation)
    • knowlix.com
      • (includes call management tools)
    • dkmsoft.com
      • (rich media queries)
    • revize.com
      • ( extranet publishing tools and content mgmt.)
  • 25. Web Wincite
    • User supplies information
    • Links fields of intelligence
      • Audit cards--source and importance
      • Posted notes--comments added by users
      • References--files and related web sites
      • Multiple report options
  • 26.  
  • 27.  
  • 28. Suggested Planning for KM
    • 1. Appoint a Chief Knowledge Officer (CKO)
    • 2. Conduct an enterprise-wide Knowledge Audit to determine the organization’s “knowledge management readiness.”
    • 3. Implement a “Knowledge Management System”
      • groupware, doc management, search engine, tracking
    • 4. Use KM methodology to achieve a specific business objective
    • 5. Start an enterprise KM education program
    • 6. Create or find a directory of subject matter experts
  • 29. Success Stories
    • Booz, Allen & Hamilton--a 5,550 employee management and technical consultancy with revenues of $1.28Bn
      • Claims 3-year savings of $21.2M, an ROI of 1,389%, by using knowledge management to better deploy its professional services staff
  • 30. Success Stories
    • Texas Instruments avoided spending $500M on a new silicon fabrication facility by leveraging internal knowledge of best practice in its existing plants
    • Skandia Insurance was able to set up its new office in Mexico in six months whereas previously it had expected this task to take seven years
  • 31. Conclusions
    • Large data flows require software solutions
    • Knowing about customers and competitors drives the business
    • A spur to new ways of doing business
    • Computers and information technology part of the environment
  • 32. Suggested Reading
    • The Knowledge Creating Company by Ikjiro Nonaka and Hirotaka Takeuchi
    • Intellectual Capital: The New Wealth of Organizations by Thomas Stewart
    • www.apqc.com--The American Productivity and Quality Council, a non-profit trade association; white paper-- If We Only Knew What We Know
    • Business Researcher’s Interest (Brint)-- www.brint.com/OrgLrng.htm

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