Knowledge Management in the Real World Lecture given at Lawrence Technological University Stan Garfield October 20, 2007

What is Knowledge Management? Knowledge Management is the art of transforming information and intellectual assets into enduring value for an organization’s clients and its people. The purpose of knowledge management is to: Foster the reuse of intellectual capital Enable better decision making Create the conditions for innovation KM provides people, processes, and technology to help knowledge flow to the right people at the right time so they can act more efficiently and effectively

Knowledge Management is the art of transforming information and intellectual assets into enduring value for an organization’s clients and its people.

The purpose of knowledge management is to:

Foster the reuse of intellectual capital

Enable better decision making

Create the conditions for innovation

KM provides people, processes, and technology to help knowledge flow

to the right people

at the right time

so they can act more efficiently and effectively

Invent when needed… Why manage knowledge? 1. Prevent redundant effort But don’t reinvent the wheel!

Invent when needed…

Why manage knowledge? 2. Avoid repeating past mistakes

Why manage knowledge? 3. Take advantage of what others already know

How to Do Knowledge Management Share what you have learned, created, and proved Innovate to be more creative, inventive, and imaginative Reuse what others have already learned, created, and proved Collaborate with others to take advantage of what they know Learn by doing, from others, and from existing information

Share what you have learned, created, and proved

Innovate to be more creative, inventive, and imaginative

Reuse what others have already learned, created, and proved

Collaborate with others to take advantage of what they know

Learn by doing, from others, and from existing information

Share Ask questions and request help – others will benefit from the answers Answer questions and provide help – being the white knight is gratifying Offer tips, insights, and useful links – pay it forward, build your reputation

Ask questions and request help – others will benefit from the answers

Answer questions and provide help – being the white knight is gratifying

Offer tips, insights, and useful links – pay it forward, build your reputation

Share: HP users help each other out Question: Apr 10, 2007 I have been getting a problem when searching using Google. When I get the results and click on one of them it redirects me to another site and not to the selected site. Answer: Apr 11, 2007 You have spyware. Use spyware removal software. Update to the latest signatures before starting scan. Your problem will be solved.

Question: Apr 10, 2007

I have been getting a problem when searching using Google.

When I get the results and click on one of them it redirects me to another site and not to the selected site.

Answer: Apr 11, 2007

You have spyware. Use spyware removal software.

Update to the latest signatures before starting scan.

Your problem will be solved.

Innovate: HP Social Network

Reuse: HP Proposal Web and Presentation Builder This slide and many others are reused from existing presentations. Think of how much work it would take to create them from scratch.

This slide and many others are reused from existing presentations.

Think of how much work it would take to create them from scratch.

Collaborate: KM Team Marcus Funke Process Project Management Andrew Gent Technology Architecture Stan Garfield People Communications Bernard Hennecker Communities User Interface

Marcus Funke

Process

Project Management

Andrew Gent

Technology

Architecture

Stan Garfield

People

Communications

Bernard Hennecker

Communities

User Interface

Learn Read Watch Attend Listen

Knowledge Management Mission The mission of the HP Services Knowledge Management program is to institutionalize knowledge creation, sharing, and reuse to: Increase our win rate Drive down sales and delivery costs Increase engagement quality

The mission of the HP Services Knowledge Management program is to institutionalize knowledge creation, sharing, and reuse to:

Increase our win rate

Drive down sales and delivery costs

Increase engagement quality

Goals of Knowledge Management Increase orders, revenue, and profits by: Reusing materials and expertise Avoiding redundant effort Avoiding making the same mistakes twice Taking advantage of existing expertise and experience Making it easy to find information and resources Communicating important information widely and quickly Promoting standard, repeatable service offerings Providing methods, tools, templates, examples, & data to streamline selling and delivering Making scarce expertise widely available Showing our customers how we use our knowledge for their benefit Accelerating delivery to our customers Stimulating innovation and growth Enabling HP Services to leverage its size Making our best problem-solving experiences reusable

Increase orders, revenue, and profits by:

Reusing materials and expertise

Avoiding redundant effort

Avoiding making the same mistakes twice

Taking advantage of existing expertise and experience

Making it easy to find information and resources

Communicating important information widely and quickly

Promoting standard, repeatable service offerings

Providing methods, tools, templates, examples, & data to streamline selling and delivering

Making scarce expertise widely available

Showing our customers how we use our knowledge for their benefit

Accelerating delivery to our customers

Stimulating innovation and growth

Enabling HP Services to leverage its size

Making our best problem-solving experiences reusable

Knowledge Management Unified View PEOPLE PROCESS TECHNOLOGY Practice KM WW Lead: 1 per Region Lead: 1 per Region KM -KM Lead: 1 per -K-Advisor: 1 per WW KM Team -People -Technology -Process METRICS EMEA APJ Americas Practices Invent Capture Reuse Knowledge Capture & Reuse Communities of Practice Best Practice Replication Project Team Collaboration Content Management & Governance Knowledge Capture & Reuse Communities of Practice Best Practice Replication Project Team Collaboration Content Management & Governance Content Management & Governance Authoring Excellence Program IP creation Invention Disclosure Patents Windows SharePoint Services (WSS) SharePoint Portal Server (SPS) UBB.threads (threaded discussions) HP Virtual Rooms (webinars) @hp portal (intranet) Roller (HP blogs) MediaWiki (HPedia) Specialized applications Country KM -KM Lead: 0-1 per -K-Advisor: 0-1 per WW Participation: The number of employees who participate in Forums (subscriptions, postings, web site visits), divided by the total number of employees Capture: The number of new project profiles in the Project Profile Repository, divided by the number of new projects Reuse: The average amount of reuse reported in new project profiles, averaging Bid & Delivery

Practice KM

WW Lead: 1 per

Region Lead: 1 per

Knowledge Capture & Reuse

Communities of Practice

Best Practice Replication

Project Team Collaboration

Content Management & Governance

Knowledge Capture & Reuse

Communities of Practice

Best Practice Replication

Project Team Collaboration

Content Management & Governance

Content Management & Governance

Authoring Excellence Program

IP creation

Invention Disclosure

Patents

Windows SharePoint Services (WSS)

SharePoint Portal Server (SPS)

UBB.threads (threaded discussions)

HP Virtual Rooms (webinars)

@hp portal (intranet)

Roller (HP blogs)

MediaWiki (HPedia)

Specialized applications

Participation: The number of employees who participate in Forums (subscriptions, postings, web site visits), divided by the total number of employees

Capture: The number of new project profiles in the Project Profile Repository, divided by the number of new projects

Reuse: The average amount of reuse reported in new project profiles, averaging Bid & Delivery

Knowledge Management Components classification metrics and reporting management of change workflow valuation social network analysis appreciative inquiry storytelling blogs wikis podcasts syndication social software external access workflow applications process automation e-learning subscriptions points tracking reporting knowledge advisors goals and measurements incentives and rewards People culture and values knowledge managers user surveys social networks communities training documentation communications Technology user interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata and tags search engines archiving Process methodologies creation capture reuse lessons learned proven practices collaboration content management

PEOPLE: KM Expectations The Technical Career Path (TCP) and Program Management Career Path (PMCP) require consultants and program managers to share knowledge by becoming knowledge contributors and sharing experience on an ongoing basis Read documents and take self-paced training Big Picture Documents User Guides and WBT KM FAQ How to Record Time Spent on KM Activities KCR Expectations

The Technical Career Path (TCP) and Program Management Career Path (PMCP) require consultants and program managers to share knowledge by becoming knowledge contributors and sharing experience on an ongoing basis

Read documents and take self-paced training

Big Picture Documents

User Guides and WBT

KM FAQ

How to Record Time Spent on KM Activities

KCR Expectations

Capture: Capture content and experience from bids and projects (project profiles, lessons learned reports, bid/project documents, solution collateral/service kit content, knowledge briefs) Reuse: Reuse content and experience in bids and projects (solution collateral/service kit content, lessons learned reports, bid/project documents, knowledge briefs) Participation: Actively participate in at least one community of practice, with special focus on subscribing and posting to Forums PEOPLE: Employee KM Goals

Capture: Capture content and experience from bids and projects (project profiles, lessons learned reports, bid/project documents, solution collateral/service kit content, knowledge briefs)

Reuse: Reuse content and experience in bids and projects (solution collateral/service kit content, lessons learned reports, bid/project documents, knowledge briefs)

Participation: Actively participate in at least one community of practice, with special focus on subscribing and posting to Forums

PEOPLE: KM Stars Tell Their Stories

PEOPLE: KM Stars Incentive Points System

PEOPLE: Authoring Excellence Program Rewards HPS personnel who help raise customer awareness of HP Services capabilities through the publication of white papers, articles, and books, or who give presentations to recognized industry forums

Rewards HPS personnel who help raise customer awareness of HP Services capabilities through the publication of white papers, articles, and books, or who give presentations to recognized industry forums

PEOPLE: Innovation Incentive Program The primary objective is to increase the number and quality of Invention Disclosures submitted to the Legal Department, thereby resulting in more and higher quality patents and a stronger patent portfolio for HP

The primary objective is to increase the number and quality of Invention Disclosures submitted to the Legal Department, thereby resulting in more and higher quality patents and a stronger patent portfolio for HP

PEOPLE: Knowledge Advisors Application Consultancy Advise on using collaborative workspaces Advise on using the Knowledge Network Reusable Collateral Assist in locating reusable collateral Assist in searching for information to meet proposal deadlines or when the user is not connected to the HP network Connect to Knowledge Sources Assist in locating relevant knowledge sources Direct feedback to the right person within the KM team Knowledge Capture & Reuse Support Assist users in project profile creation Evaluate submitted project profiles, and follow up to improve quality Training & Communication and User Support Host webinars and walkthroughs on the Knowledge Network Communicate Knowledge Network information as appropriate Assist with collaboration and community usage

Application Consultancy

Advise on using collaborative workspaces

Advise on using the Knowledge Network

Reusable Collateral

Assist in locating reusable collateral

Assist in searching for information to meet proposal deadlines or when the user is not connected to the HP network

Connect to Knowledge Sources

Assist in locating relevant knowledge sources

Direct feedback to the right person within the KM team

Knowledge Capture & Reuse Support

Assist users in project profile creation

Evaluate submitted project profiles, and follow up to improve quality

Training & Communication and User Support

Host webinars and walkthroughs on the Knowledge Network

Communicate Knowledge Network information as appropriate

Assist with collaboration and community usage

PEOPLE: Knowledge Advisors Page

PEOPLE: Communities Communities are groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their understanding and knowledge of this area by interacting on an ongoing basis. Professions are communities of practice with the richest set of activities, governance, and structure. Solution Communities are for HPS portfolio solutions that do not currently map to any of the Professions – they can evolve to become Professions. Specialty Forums are for niche topics that don’t require formal communities but need threaded discussions for collaboration – they can evolve to become communities. Professions Learning & Development driven Develop members to fit into a particular role, be proficient in this role, and be able to deliver services from within that role Motivation: master the profession Solution Communities Focused on the particular topic Various roles can participate Passion is focused on developing, selling, and delivering a specific solution set and becoming very knowledgeable about the topic Motivation: sell and deliver expertly Specialty Forums Loosely connected groups of people who want to learn about a particular topic No commitment in terms of delivering something together Motivation: ask and learn Specialty Forums Solution Communities Professions @hp Portal Knowledge Network

Communities are groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their understanding and knowledge of this area by interacting on an ongoing basis.

Professions are communities of practice with the richest set of activities, governance, and structure.

Solution Communities are for HPS portfolio solutions that do not currently map to any of the Professions – they can evolve to become Professions.

Specialty Forums are for niche topics that don’t require formal communities but need threaded discussions for collaboration – they can evolve to become communities.

Professions

Learning & Development driven

Develop members to fit into a particular role, be proficient in this role, and be able to deliver services from within that role

Motivation: master the profession

Solution Communities

Focused on the particular topic

Various roles can participate

Passion is focused on developing, selling, and delivering a specific solution set and becoming very knowledgeable about the topic

Motivation: sell and deliver expertly

Specialty Forums

Loosely connected groups of people who want to learn about a particular topic

No commitment in terms of delivering something together

Motivation: ask and learn

PEOPLE: HP Professions Program

PEOPLE: HP Professions – Example

PEOPLE: Social Networking

PROCESS: HP Services Knowledge Flow Customer Engagement Roadmap Value to Customer Knowledge from HP/ Outside HP KM Measures Reinforcing Behavior KCR Process and Policy Knowledge in Repositories and Collaborative Workspaces Explicit Knowledge in People Tacit HP Services Knowledge Other HP Knowledge Capture Invent Reuse

PROCESS: Customer Engagement Roadmap Identify Opportunity Opportunity Develop & Negotiate & Close Implement & Ensure Expand & Extend Develop & Propose Negotiate & Close Won & Deploy Won & Expand Selling Stage Roadmap Stage Opportunity Creation Opportunity Evaluation Development & Bid Negotiate & Close Delivery Understand Customer Validate Opportunity Qualify Opportunity SOAR Events Opportunity Assessment Approval Bid Approval Ts & Cs Approval Scope Change Approval Key Deliverables Opportunity Profile, Lead Manager & Bid Sponsor Opportunity Plan & Initial Bid Plan Solution & Bid Contract & Order SOW/SLA Delivery, Scope Change, Risk Management, Up sell & Renewal Program and Account Reviews Opportunity Qualification Bid Assurance Win/Loss OS Account, Start-up, Delivery Status, Detailed Delivery & Closeout Win/Loss Review Snapshot, Lessons Learned Close-Out Report SOW, Project Plan Project KM Content Project Profile SOW, Project Plan Win/Loss Review Lessons Learned Close-Out Report Proposal

PROCESS: Knowledge Capture & Reuse

PROCESS: KM Metrics Dashboard Capture The number of new projects recorded in the PPR as a percentage of all new projects booked. Goal: 80% Reuse The average amount of project content that was reused by new projects entered into the PPR for this month. Goal: 45% PPR Usage The number of employees who reviewed one or more project profiles from the PPR this month, as a percentage of total C&I population. Goal: 20% Portal Usage The number of employees who visited one or more practice portals looking for official content this month, as a percentage of total C&I population. Goal: 40% Participation The number of employees who participated in the forums (either online or as a subscriber) this month, as a percentage of total C&I population. Goal: 50% 23% 61% 76% 34% 14%

Capture

The number of new projects recorded in the PPR as a percentage of all new projects booked. Goal: 80%

Reuse

The average amount of project content that was reused by new projects entered into the PPR for this month. Goal: 45%

PPR Usage

The number of employees who reviewed one or more project profiles from the PPR this month, as a percentage of total C&I population. Goal: 20%

Portal Usage

The number of employees who visited one or more practice portals looking for official content this month, as a percentage of total C&I population. Goal: 40%

Participation

The number of employees who participated in the forums (either online or as a subscriber) this month, as a percentage of total C&I population. Goal: 50%

TECHNOLOGY: Overall KM Architecture The HPS KM environment is organized into 3 layers: Intranet sites Community portals Team collaboration spaces HPS TSG @HP … Teams Communities Intranet

The HPS KM environment is organized into 3 layers:

Intranet sites

Community portals

Team collaboration spaces

TECHNOLOGY: Knowledge Network

Knowledge Network – A-Z Index

Engagement Knowledge Map

Engagement Knowledge Map (continued)

Simple Guide to KM

Knowledge Network Search Tips

Knowledge Network – Remote Access

Project Team Collaboration Project teams should collaborate during the project lifecycle Windows SharePoint Services (WSS) Provides support for web-based team collaboration Server-based secure spaces that are accessible from a web browser or the desktop – online, with no client software Standard templates provided for projects New functions can be added and the home page is easily customized Create Team Spaces through self-services Training User Guides External access for partners and customers

Project teams should collaborate during the project lifecycle

Windows SharePoint Services (WSS)

Provides support for web-based team collaboration

Server-based secure spaces that are accessible from a web browser or the desktop – online, with no client software

Standard templates provided for projects

New functions can be added and the home page is easily customized

Create Team Spaces through self-services

Training

User Guides

External access for partners and customers

Creating a WSS Team Space

Creating a WSS Team Space (continued)

Creating a WSS Team Space (continued)

Windows SharePoint Services – Project Team Space Example

Windows SharePoint Services – Internal Team Space Example

SharePoint Portal Server Provides support for Community of Practice spaces, and also for key knowledge repositories. Provides easy access to server-based secure spaces that are accessible from a web browser or the desktop. New functions can be added to the space and the home page is easily customized. Content can be added and managed by subject matter experts; no need for librarians or gatekeepers (although approvals can be used).

Provides support for Community of Practice spaces, and also for key knowledge repositories.

Provides easy access to server-based secure spaces that are accessible from a web browser or the desktop.

New functions can be added to the space and the home page is easily customized.

Content can be added and managed by subject matter experts; no need for librarians or gatekeepers (although approvals can be used).

SharePoint Portal Server – Example Practice Portal

Web Publishing Center and SharePoint: Industry Practice Portal

Project Profile Repository Each project we bid on, win and deliver should have a profile in the repository that can be readily searched, based on industry, customer, or market offering Profiles are simple and easy to enter To create a profile, in the lower middle of the page under “Adding a Profile“ click on “Add an item” Enter the information in the form Include contact information for more information on the project under “Team List“ Enter as much information as is available, then click on “Save and Close“ at the top of page

Each project we bid on, win and deliver should have a profile in the repository that can be readily searched, based on industry, customer, or market offering

Profiles are simple and easy to enter

To create a profile, in the lower middle of the page under “Adding a Profile“ click on “Add an item”

Enter the information in the form

Include contact information for more information on the project under “Team List“

Enter as much information as is available, then click on “Save and Close“ at the top of page

Project Profile Repository

Project Profile Submission Form

Project Profile Submission Form (continued)

Project Profile Repository – Browse by Country

Project Profile Repository – Browse by Industry

Project Profile Repository – Browse by Market Offering

Project Profile Repository – Example of a Profile

Project Profile Repository – Example of a Profile (continued)

Project Document Library & Contribution Wizard

Community Directory

HP Forums – Threaded Discussions

HP Forums Ad hoc threaded discussions Users can participate either by the Web or by email, and read by RSS Members interact with other people interested in a particular topic Ask questions, provide answers, share ideas, communicate trends There are forums for each of the Professions and Solution Communities, as well as many other subjects Web Thread Email Thread RSS Feed

Ad hoc threaded discussions

Users can participate either by the Web or by email, and read by RSS

Members interact with other people interested in a particular topic

Ask questions, provide answers, share ideas, communicate trends

There are forums for each of the Professions and Solution Communities, as well as many other subjects

Ask the Expert

Knowledge Briefs Knowledge briefs are exactly that: short but detailed snippets of information on a variety of topics, whether they be aspects of established technologies or overviews of the latest IT trend. The purpose of knowledge briefs is to share information quickly, passing along insights, tips and tricks, and other nuggets of knowledge to other HP employees. Awards are given to frequent knowledge brief contributors

Knowledge briefs are exactly that: short but detailed snippets of information on a variety of topics, whether they be aspects of established technologies or overviews of the latest IT trend.

The purpose of knowledge briefs is to share information quickly, passing along insights, tips and tricks, and other nuggets of knowledge to other HP employees.

Awards are given to frequent knowledge brief contributors

Knowledge Briefs Viewer

Knowledge Brief – Example

HP Global Method

HP Global Method – HPS Methodology Catalogue

HP Global Method – Process Library

HP Global Method PM – Project Management Methodology

HP Reference2Win Program – Submit a Win

HP Reference2Win Program – Advanced Search

Tacit Knowledge Sharing: Winning the Bid Forum and HPS Podcast

HP Services Portfolio

HP MarketVision – Market Research

books24x7 (via HP Labs) – Online Access to IT & Business Books

HP Virtual Rooms

Grow @hp (e-learning)

Software: GDAS Reuse Portal and CME IP Asset Catalogue

Expertise Locator – Find Consultant in Resource Management MarketPlace

Knowledge Network News (monthly)

Test your knowledge: Which Web 2.0 tool would you use for each of these? Share Publish your insights Tag your favorite web sites so that others can also benefit Innovate Improve upon a document with a group of colleagues Meet new people to brainstorm and develop new ideas Reuse Find market research to use in a presentation Link to the good ideas of thought leaders, and expand upon them Collaborate Ask for help from others Find people with similar interests Learn Listen to an interview with an expert Find out what the consensus position is on a given topic

Share

Publish your insights

Tag your favorite web sites so that others can also benefit

Innovate

Improve upon a document with a group of colleagues

Meet new people to brainstorm and develop new ideas

Reuse

Find market research to use in a presentation

Link to the good ideas of thought leaders, and expand upon them

Collaborate

Ask for help from others

Find people with similar interests

Learn

Listen to an interview with an expert

Find out what the consensus position is on a given topic

Web 1.0: Searchable Web (single starting point)

Web 2.0: Threaded Discussions – HP Forums RSS Feed Email Thread Web Thread

Web 2.0: Wiki - HPedia

Web 2.0: Blog - Knowledge Sharing Weekly

Web 2.0: Podcast - HPS OnPoint

Web 2.0: Social Networking Sites Facebook [email_address] LinkedIn

Web 2.0: Social Bookmarks (like del.icio.us)

Web 2.0: Virtual Worlds – Second Life

Test your knowledge: Answers Share Publish your insights - Blog Tag your favorite web sites so that others can also benefit - Social bookmarks Innovate Improve upon a document with a group of colleagues - Wiki Meet new people to brainstorm and develop new ideas - Virtual world Reuse Find market research - Search engine Link to the good ideas of thought leaders, and expand upon them - Blog Collaborate Ask for help from others - Threaded discussion Find people with similar interests - Social networking site Learn Listen to an interview with an expert - Podcast Find out what the consensus position is on a given topic - Wiki

Share

Publish your insights - Blog

Tag your favorite web sites so that others can also benefit - Social bookmarks

Innovate

Improve upon a document with a group of colleagues - Wiki

Meet new people to brainstorm and develop new ideas - Virtual world

Reuse

Find market research - Search engine

Link to the good ideas of thought leaders, and expand upon them - Blog

Collaborate

Ask for help from others - Threaded discussion

Find people with similar interests - Social networking site

Learn

Listen to an interview with an expert - Podcast

Find out what the consensus position is on a given topic - Wiki

Web 2.0: Pligg (like Digg)

Web 2.0: WaterCooler

Web 2.0: Uncut (like YouTube)

Learning More: Ark Group Report http://www.ark-group.com/home/publication.asp Source: Ark Group

Learning More: KM Home Page http:// stangarfield.googlepages.com /

Learning More: KM Blog http:// www.hp.com/blogs/garfield