Juhani Antilla's Keynote AddressPresentation Transcript
Knowledge-based business-integrated quality management April, 2010 Juhani Anttila Academician, International Academy for Quality (IAQ) Venture Knowledgist Quality Integration Helsinki, Finland [email_address] , www.QualityIntegration.biz These pages are licensed under the Creative Commons 3.0 License http://creativecommons.org/licenses/by/3.0 (Mention the origin)
Juhani Anttila, Independent Expert Independent expert, Venture Knowledgist
Expertise of more than 40 years in the field of quality
35 years at different quality related positions at Telecom Finland and Sonera Corporation
Several decades’ involvement with international and national standardization of quality, reliability, information security and telecommunications
Many years Assembly Representative and Vice President of the European Organization for Quality (EOQ)
A founder and developer of the Finnish National Quality Award, Developer and assessor of the European Quality Award
International Academician for Quality (Member of the International Academy for Quality)
Honorary Member of the Finnish Society for Quality
Board member or chairman in some companies
Expert adviser in several organizations in quality management, dependability management, information security management, crisis management and social media, and lecturer in some universities
Expert in projects in some developing countries
Contributing by writings, lectures, and speeches globally on five continents
Recognized knowledge basis for any organization’s quality realization: xxxx/15.11.2002/jan Our organization’s quality management approach Business Performance Excellence: Satisfaction of all interested parties (stakeholders) General national and international quality trends Great teachers Benchmarking and world class best practices IS0 9000 standardization and business excellence models Quality Management Methodology based on the best knowledge Interested parties
Implementing effective / efficient and business-relevant quality principles and methodology embedded within organization’s normal activities of strategic and operational management
Being able to adjust quickly to suddenly altered external conditions, and to resume stable operation without undue delay
Striving continuously for new organization-dedicated innovative and unique solutions and encouraging various choices for quality management in different organizations.
3456/2.2.2010/jan Business requirements for an organization’s quality management approach Quality management Quality of management Standard approach An organization’s unique approach Dynamic and flexible business management
Challenging towards modern quality management = quality of management 3023x/15.10.2008/jan ORGANIZATION’S MANAGEMENT APPROACH Clear understanding of the guiding ideas, concepts, and principles Effective innovative management infrastructure Effective management tools Excellence in performance and sustained success Given “ Implicate Order” (Ref.: P Senge)
Management of an organization is particularly related to managing organizational information / knowledge
Procedure document, standard, operational model, recorded operation, factual knowledge, etc. (explicit issue)
Reality of the issue in the minds of the individuals and in the practical operations
(implicit / tacit contents of the issue)
This part is the most significant regarding to the actions for the issue realization.
The contents may change due to time and situation and depending on influences and learning.
Empirical fact-based information and inherent knowledge are needed for successful management Measuring Data Analysing Information Reflecting and deciding Intervention Plan / Act Effects 0609/25.3.2008/jan Knowledge - explicit records - tacit knowledge (know-how, competence) The performance reality of the company business processes A P D C ... Wisdom - myths - values ” Ba” Environments Facts
“ Ba” as a shared context in motion
2690/14.2.2006/jan (Ref.: Nonaka) Individual context Individual context Shared context Ba: (originating+dialoguing+systemizing+exercizing) Ba = A shared space for emerging relationships
Role of leadership and language in organizations 3621/2.2.2010/jan An organization is a living organism . It is a set of conversations among people. Language is the defining environment in which an organization lives. It is how those in the system reach agreement. Language is a medium for organizational growth and change. Narrowing language increases efficiency . A common shared language helps the organization arrive at decisions more efficiently. Narrowing language increases ignorance . Constrained by a limited vocabulary, the organization becomes unable to adapt to fundamental changes in its environment. Unable to change, the organization eventually declines. Ignorant of our own ignorance, we cannot ask questions outside our own language experience. It is possible for an organization to learn and grow only if it creates conditions that help generate new language . Using new language, an organization may create new paths to productivity, and regenerate itself. The conversations necessary for generating new opportunities come from outside the organization, from the language that has a different history. (Networking!) This is often technically and intellectually demanding and, consequently, often dismissed. (Ref.: Sun, The little grey book)
Networked communities (*)
Community of practice
Community of interest
Community of action
Community of context
Communities of circumstance
Communities of position
Communities of purpose
3329/1.3.2010/jan (*) http://en.wikipedia.org/wiki/Community_of_practice Etienne Wenger "A person starts to live when he can live outside himself." Albert Einstein
“ Community of Practice”
Communities of practice are groups of people who share a concern or a passion for something they do and learn how to do it better as they interact regularly. The community may include business practitioners, researchers, authorities, professionals, and amateurs.
3126/1.2.2010/jan Ref.: http://www.ewenger.com/theory/communities_of_practice_intro.htm Communication within communities of practice takes place principally via social media applications.
Strong network actors (hubs) keep a network alive and quality of the network grow it. Networks compete with each other and one with highest quality wins. Individual actors or small entities may sporadically (according their own decisions) liberate from or join with the network. Network is however robust, and particularly strong hubs keep it together. It is network member’s own responsibility to keep actively him/her as a network member otherwise he/she drops out of the network. To be successful brand yourself and sell your value on the network. 3673x/16.5.2009/jan
The knowledge-conversion process: Tacit Explicit
Knowledge conversion process, SECI:
3528/14.5.2009/jan (Ref.: Nonaka - SECI, Shiba) Tacit Tacit Tacit Explicit Explicit Tacit Explicit Explicit Socialization S Externalization E C Combination I Internalization Conscious Sub-conscious Explicit Tacit Knowledge
Participating and in collaborating in networks effectively and efficiently 3509x/20.8.2008/jan (Ref.: Gloor) Degree of connectivity among network members Degree of interactivity between network members Degree of sharing knowledge within the network 0 0 m m Low Personal High Community Target: Highly effective collaborating in networks
Existing communication xxxx/16.3.2010/jan
Good in one-to-one communication
- Not good in network communication
Good in one direction passive communication but not in network communication
Good in acute one-to-one communication
Difficult to reach people, disturbing
Nenessary for networking
Expensive, not effective
Difficult to arrange
Passive information distribution, not effective
Do we need more effectiveness, efficiency, and transparency in our community communication to support collaboration?
Collaborating community “ Markets” Stakeholders
Supporting knowledge work 3529/2.3.2008/jan (Ref.: www.dicole.fi )
New IT * supported information/knowledge-intensive business operations 3514/20.1.2010/jan (*) IT = Interactive Technology New integrated and effective solutions:
Portal solutions, integrated information technology solutions
Difficult to use and maintain
Interactive technology solutions: Collaborative groupwork and social networking infrastructures, Web 2.0, Enterprise 2.0, RTE - Real Time Ecosystem
Easy to use
cheap, or free of charge
TOP DOWN: FOCUS ON TECHNOLOGY BOTTOM UP: FOCUS ON PEOPLE Human inside
General net communities
Academici - Trusted knowledge network of colleagues
Ecademy - Business networking, connecting business people
FaceBook - Network of friends
Fast Pitch - Professional social network for business
LinkedIn - Social network of professionals to exchange information, ideas and opportunties
Ning - Social platform for the world's interests and passions on line
Naymz - Professional network for advancing career
Plaxo - Dashboard for friends, family, and business contacts
Ryze - Facility to make connections and grow different networks
Socializr - Online invitations, party planning, and event sharing
Twitter - Service for friends, family, and co–workers to communicate and stay connected
UNYK - Managed contacts
Viadeo - Business contacts and communities
Xing - Professional networking globally
YouNoodle - Bring together the information, people and technology that help startups
Social web is developing xxxx/16.1.2010/jan
Is your organization already implementing Enterprise Web 2.0? 3441/16.1.2010/jan
It's likely that your organization is already using Enterprise Web 2.0 technologies in some way. But make sure you are getting the most from Web 2.0 in order to help you plan your Enterprise Web 2.0 strategy:
McKinsey : Over 80% of enterprises plan to use Web 2.0 technologies for better interactions with customers, partners and employees.
The Wall Street Journal : About 20% of companies use mashups in one form or another and, over time, mashups will become so intuitive non-technology users will be building them.
Economist : Serious business: A perspective on Enterprise Web 2.0, and how Web 2.0 goes corporate and organizations are taking advantage of it.
IDC : The Hidden Costs of Information Work. Information tasks are central to today’s organization’ and organizations that give information workers adaptive, enabling technology can gain great competitive advantage.
BusinessWeek : When Companies Do the Mash’. Corporations are jumping onboard the trend of mixing and matching information from different sources.
(Ref.: A study in 2007: http://www.jackbe.com/resources/business_users.php) Very often, however, business leaders or IT departments are obstacles for the use of social media and Web 2.0 applications in organizations.
Create and maintain a corporate Facebook page to serve for marketing and recruiting.
Establish and operate blogs for all customer- or member-facing divisions.
Offer free web-enabled telephone conferencing services to customers.
Create and maintain a CEO blog.
Establish and operate wikis to create and share “best practices” information.
Partner with a professional organization to develop a podcast based lesson series offering continuing education.
Develop and implement training processes on how to employ dedicated blogs in support of project management.
Create and publicize a network of experts within the organization who can be consulted on business specific topics.
Establish a secure company wide social bookmarking system to support the tagging and sharing of internal and external information sources.
Develop a corporate policy and training program on information security and privacy.
Create and test a plan to employ social media and social networking in crisis situations.
Create and implement a competitor monitoring system to track competitor activities on blogs, social networks, public wikis, feed subscription services, and social bookmarking.
(Ref.: Dennis D. McDonald) Social media initiatives for developing a business-aligned social media & social networking strategy 3431/16.1.2008/jan
Collaborative knowledge work environment, “KWE”, for a business community (Web 2.0) 3770/15.1.2010/jan Community-members’ information and profiles ( Net-working )
Common shared knowledge-base accumulated and updated by the community-members ( Wiki ) Knowledge feeds from community-members' findings, observations, and reflection, and comments ( Blog ) Published presentations etc. ( Media )
Knowledge creation and distribution tools in the knowledge work environment (KWE) 3207x/2.5.2008/jan Sharing information ( Blogs ) Feeding information ( Aggregators ) Participants collaborate in the process to create new knowledge New knowledge artefacts Conversing ( Forums ) Reflecting and contributing ( Blogs ) Collecting knowledge assets ( Wiki )
It is up to you! 3825/16.1.2010/jan (*) Wu-men 1183-1260 ” No gate on the high way, thousands paths merge with it. Passing its entrance you’ll move freely heaven and earth.”(*) (*) Wu-men 1183-1260 ... and the rich become richer in networks! Many possibilities are competing for your time.