KM at Microsoft Services: Strategy, Execution & Culture
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KM at Microsoft Services: Strategy, Execution & Culture

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Sharing Microsoft Services KM initiative at APQC KM Conference April 10th 2014

Sharing Microsoft Services KM initiative at APQC KM Conference April 10th 2014

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KM at Microsoft Services: Strategy, Execution & Culture KM at Microsoft Services: Strategy, Execution & Culture Presentation Transcript

  • KM Strategy, Execution & Culture Sharing Microsoft Services KM Initiative Knowledge Management Conference APQC - April 10th, 2014 Jean-Claude Monney Global KM Lead Microsoft Services
  • Microsoft Services @ a glance 75% of Fortune 1,000 Companies served 191 countries 46 languages 20,000+ Microsoft Services employees worldwide LARGEST Division within Microsoft 6,000+ Consultants & Architects 5,000+ Support Professionals © Copyright 2014 Microsoft Mission Lead and serve our customers and partners as they realize their full potential through Microsoft Devices and Services
  • Common Company Challenges To respond to customers and marketplaces with greater relevance and immediacy*. How to lead through accelerated change and greater complexity and uncertainty? *2013 IBM 1,500 CEO survey © Copyright 2014 Microsoft
  • Finance © Copyright 2014 Microsoft
  • Products © Copyright 2014 Microsoft
  • Strategy © Copyright 2014 Microsoft
  • Knowledge Collaboration as durable competitive advantage © Copyright 2014 Microsoft
  • Knowledge Collaboration Culture © Copyright 2014 Microsoft
  • Why is KM so strategic at Microsoft Services? Knowledge re-use is critical to increase productivity, predictability & quality Knowledge Collaboration as durable competitive advantage Information is commodity, our knowledge is our intellectual capital Knowledge sharing to cope with faster innovation cycles At Microsoft Services, Knowledge is our Business, it is what we sell © Copyright 2014 Microsoft
  • Reduced delivery time Predictable quality & effort Increased business performance $ Effective knowledge retention Reduced ramp time for new in role Effective leverage of innovation Just-in time readiness Some key Knowledge Management values © Copyright 2014 Microsoft
  • Microsoft KM Vision: Instant, Relevant Knowledge in Context © Copyright 2014 Microsoft
  • Microsoft Services KM Goal: KM 100% 3 100% of Customers 100% Time 100% Microsoft Knowledge © Copyright 2014 Microsoft
  • Microsoft Services Knowledge Management Strategy Organizational Artifacts Organizational Knowledge Personal Knowledge Customer Artifact Projects and Services Organizational IP Tacit Knowledge Communities of Practice KM Programs KM Tools Explicit Knowledge © Copyright 2014 Microsoft
  • Knowledge Culture 3 Collaboration Culture 2 The need for a cultural hierarchy Exhibiting common behaviors Sharing a common language Establishing a sense of identity Connecting proactively Leveraging the communities Thinking Globally – Acting Locally Learning from all experiences Re-using collective knowledge Sharing knowledge, exposing expertise Services Culture (Services Foundational Principles) 1 © Copyright 2014 Microsoft
  • KM Strategic Framework KM Goals & Metrics KM Technology & Tools KM ServicesKM Principles Strategy © Copyright 2014 Microsoft
  • KM Goals and Metrics Microsoft Services example Microsoft Services KM goals KM100%3 IP re-use IP sharing IP innovation IP ratings … LOB & Country Goals IP ROI Faster and more competitive proposals Proactive Lead/Opportunity Generation Delivery Quality and Sustainability People Readiness Community participation … Metrics Activity Adoption Value © Copyright 2014 Microsoft
  • KM Metrics Roadmap KHI (Knowledge Health Index) KDI (Knowledge Discovery Index) IP Reuse Mobile Apps Usage Sentiment Analysis KVI (Knowledge Value Index: Correlation for Wins, Risks, Opportunities, etc..) IP ROI Activity Adoption Value CHI Community Health Index) IP Activity reports by individuals (Download, sharing, rating) KM platform usage reports (Visits, search, sites, etc…) TodayPlanned © Copyright 2014 Microsoft
  • KM Principles Nonaka’s Model of Knowledge Creation and Transformation (EXTERNALIZATION) e. g. Best practice report (INTERNALIZATION) e. g. Configuration guide (COMBINATION) e. g. Wikipedia (SOCIALIZATION) e. g. Conversations © Copyright 2014 Microsoft
  • Knowledge Principles: DIKW Hierarchy and Organization Wisdom Knowledge Information DataUnstructuredStructured Wisdom © Copyright 2014 Microsoft
  • KM Services for KM Culture Sample Culture of Knowledge KM Behavioral Analytics Community Events KM Maturity Assessment & PlanningRecognition © Copyright 2014 Microsoft
  • KM Analytics: Example of KM reports © Copyright 2014 Microsoft
  • KM Analytics for Culture Example: Community Health Index Generic Index Growth Responsiveness Posts Liveliness Interaction Specific Index SME approved IP Community IP © Copyright 2014 Microsoft
  • KM Behaviorial Analytics © Copyright 2014 Microsoft
  • KM Maturity Assessment & Planning (sample) Area Maturity 1 Maturity 2 Maturity 3 Maturity 4 Maturity 5 Financial Management Assessed Target Policy & Process Compliance Assessed Target Capability and Capacity Planning Assessed Target Portfolio Health Tracking Assessed Target Knowledge Management Assessed Target Partner and Subcontractor Assessed Target Customer Satisfaction Assessed Target Practice Technical Capability Assessed Target © Copyright 2014 Microsoft
  • KM Services for Explicit Knowledge Samples Explicit Knowledge $ © Copyright 2014 Microsoft
  • © Copyright 2014 Microsoft
  • IP Standards IP categorizations IP publishing Reference models Taxonomies KM maturity model … KM Services for Explicit Knowledge: IP Standards Sample IP Governance IP standards 27 © Copyright 2013 Microsoft
  • Tacit Knowledge KM Services for Tacit Knowledge © Copyright 2014 Microsoft
  • KM Services for Explicit Knowledge: IP Re-use Analytics IP Re-use analytics using Microsoft SQL Semantic DB © Copyright 2014 Microsoft This is the ultimate IP ROI measure using Big Data technics!
  • KM Services: Worldwide Communities of Practice IndustryArchitectureTechnical Worldwide Communities Business 9,235 10,099 10,865 11,764 13,805 17,106 FY2009 FY2010 FY2011 FY2012 FY2013 FY2014* 6,000 12,000 18,000 Unique Members Key outputs: Knowledge Sharing & Collaboration IP Maturity & Innovation Knowledge Retention Organizational Readiness * As of Feb 2014© Copyright 2014 Microsoft
  • KM Services for Tacit Knowledge Communities of Practice In a world of constant innovation acceleration you are as good as your trusted network! © Copyright 2014 Microsoft
  • KM Collaboration Technology & Tools* * Sample, not exhaustive list SharePoint/O365 My site Search ECM BI Collaboration sites Portals Blogs Wiki Yammer Collaboration in context, Internal & External Exchange Messaging SQL, Excel, PowerView BI and reports Lync Interactive document collaboration, Inter & External Audio, video, presence Office Outlook Word OneNote PowerPoint … These are some technology foundation for: Company –wide KM platform Company–wide IP repository Project collaboration Team collaboration Community collaboration Profiling & Personalization Discovery … Azure Storage LOB apps … OneDrive Sync Devices with cloud Supported by architecture and standards for: Taxonomy IP categorization IP Publishing Templates, forms Telemetry … Dynamics CRM/xRM/Netbreeze KM for customer services with social BI © Copyright 2014 Microsoft
  • //Campus: Microsoft Services KM platform* *Based on SharePoint 2010 and FAST search. Moving to O365, SkyDrive Pro and Azure © Copyright 2014 Microsoft
  • KM Programs WW Communities KM Platform & ToolsKM Services © Copyright 2014 Microsoft
  • KM Platform and Tools. The new Campus Reimagined Personalized & intuitive user experience Integrated with user work style Device and Services centric Industry leading KM Solution Reference KNOWLEDGE © Copyright 2014 Microsoft
  • Knowledge Collaboration Mgt IP Life Cycle Mgt Knowledge Discovery Innovation Mgt Expertise & Skills Mgt Reputation & Gamification Mgt IP Artifacts and Knowledge Based Reference Systems Community Mgt Integration Services BI Services User eXperience Microsoft Services New KM Platform Features © Copyright 2014 Microsoft
  • Critical Success Factors © Copyright 2014 Microsoft
  • KM Initiative Lessons Learned KM is 80% process & people, 20% technology CoP are the brain and the nerves of KM Connectivity & Discovery are paramount Focus on behavior correlations Change agents and change management Keep overall design simple for agility/scalability © Copyright 2014 Microsoft
  • © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION Contact: jemonney@microsoft.com www.microsoft.com/microsoftservices © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION