KM Strategy, Execution
& Culture
Sharing Microsoft Services KM Initiative
Knowledge Management Conference
APQC - April 10t...
Microsoft
Services @
a glance
75%
of Fortune 1,000
Companies served
191 countries
46 languages
20,000+
Microsoft Services
...
Common
Company
Challenges To respond to customers and
marketplaces with greater relevance and
immediacy*.
How to lead thro...
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
& qual...
Reduced
delivery time
Predictable quality
& effort
Increased business
performance
$
Effective knowledge
retention
Reduced ...
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
Cust...
Knowledge Culture
3
Collaboration Culture
2
The need for a
cultural
hierarchy
Exhibiting common behaviors
Sharing a common...
KM Strategic
Framework
KM Goals & Metrics
KM Technology & Tools
KM ServicesKM Principles
Strategy
© Copyright 2014 Microso...
KM Goals
and Metrics
Microsoft Services example
Microsoft Services KM goals
KM100%3
IP re-use
IP sharing
IP innovation
IP ...
KM Metrics
Roadmap
KHI
(Knowledge Health
Index)
KDI
(Knowledge
Discovery Index)
IP Reuse
Mobile Apps
Usage
Sentiment
Analy...
KM Principles
Nonaka’s Model of
Knowledge Creation
and Transformation (EXTERNALIZATION)
e. g. Best practice report
(INTERN...
Knowledge
Principles:
DIKW
Hierarchy and
Organization
Wisdom
Knowledge
Information
DataUnstructuredStructured
Wisdom
© Cop...
KM Services
for KM
Culture
Sample
Culture of
Knowledge
KM Behavioral Analytics Community Events
KM Maturity
Assessment & P...
KM Analytics:
Example of
KM reports
© Copyright 2014 Microsoft
KM Analytics
for Culture
Example:
Community
Health Index
Generic Index
Growth
Responsiveness
Posts
Liveliness
Interaction
...
KM
Behaviorial
Analytics
© Copyright 2014 Microsoft
KM Maturity
Assessment &
Planning
(sample)
Area Maturity
1
Maturity
2
Maturity
3
Maturity
4
Maturity
5
Financial Managemen...
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
Kno...
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 20...
KM Services:
Worldwide
Communities
of Practice
IndustryArchitectureTechnical
Worldwide
Communities
Business
9,235 10,099 1...
KM Services
for Tacit
Knowledge
Communities
of Practice
In a world of constant
innovation acceleration
you are as good as
...
KM
Collaboration
Technology
& Tools*
* Sample, not exhaustive list
SharePoint/O365
My site
Search
ECM
BI
Collaboration sit...
//Campus:
Microsoft
Services KM
platform*
*Based on SharePoint 2010
and FAST search. Moving to
O365, SkyDrive Pro and
Azur...
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
...
Knowledge
Collaboration
Mgt
IP Life Cycle
Mgt
Knowledge
Discovery
Innovation
Mgt
Expertise &
Skills Mgt
Reputation &
Gamif...
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
Connectivi...
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be...
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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

KM at Microsoft Services: Strategy, Execution & Culture

  1. 1. KM Strategy, Execution & Culture Sharing Microsoft Services KM Initiative Knowledge Management Conference APQC - April 10th, 2014 Jean-Claude Monney Global KM Lead Microsoft Services
  2. 2. 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
  3. 3. 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
  4. 4. Finance © Copyright 2014 Microsoft
  5. 5. Products © Copyright 2014 Microsoft
  6. 6. Strategy © Copyright 2014 Microsoft
  7. 7. Knowledge Collaboration as durable competitive advantage © Copyright 2014 Microsoft
  8. 8. Knowledge Collaboration Culture © Copyright 2014 Microsoft
  9. 9. 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
  10. 10. 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
  11. 11. Microsoft KM Vision: Instant, Relevant Knowledge in Context © Copyright 2014 Microsoft
  12. 12. Microsoft Services KM Goal: KM 100% 3 100% of Customers 100% Time 100% Microsoft Knowledge © Copyright 2014 Microsoft
  13. 13. 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
  14. 14. 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
  15. 15. KM Strategic Framework KM Goals & Metrics KM Technology & Tools KM ServicesKM Principles Strategy © Copyright 2014 Microsoft
  16. 16. 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
  17. 17. 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
  18. 18. 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
  19. 19. Knowledge Principles: DIKW Hierarchy and Organization Wisdom Knowledge Information DataUnstructuredStructured Wisdom © Copyright 2014 Microsoft
  20. 20. KM Services for KM Culture Sample Culture of Knowledge KM Behavioral Analytics Community Events KM Maturity Assessment & PlanningRecognition © Copyright 2014 Microsoft
  21. 21. KM Analytics: Example of KM reports © Copyright 2014 Microsoft
  22. 22. 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
  23. 23. KM Behaviorial Analytics © Copyright 2014 Microsoft
  24. 24. 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
  25. 25. KM Services for Explicit Knowledge Samples Explicit Knowledge $ © Copyright 2014 Microsoft
  26. 26. © Copyright 2014 Microsoft
  27. 27. 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
  28. 28. Tacit Knowledge KM Services for Tacit Knowledge © Copyright 2014 Microsoft
  29. 29. 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!
  30. 30. 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
  31. 31. 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
  32. 32. 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
  33. 33. //Campus: Microsoft Services KM platform* *Based on SharePoint 2010 and FAST search. Moving to O365, SkyDrive Pro and Azure © Copyright 2014 Microsoft
  34. 34. KM Programs WW Communities KM Platform & ToolsKM Services © Copyright 2014 Microsoft
  35. 35. 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
  36. 36. 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
  37. 37. Critical Success Factors © Copyright 2014 Microsoft
  38. 38. 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
  39. 39. © 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
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