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A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
A roadmap to building and developing your km initiative   alexandra lederer
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A roadmap to building and developing your km initiative alexandra lederer

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A roadmapt to sucess or failure? …

A roadmapt to sucess or failure?
Sharing lessons learned from the implementation of communities of practice and social media tools.
Outlining 10 KPIs that increase the chances of success for these initiatives.

I'd be glad to hear about your feedback and if you re-use and improve any of these food for thoughts.

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  • 1. A roadmap to building and developing KM initiatives* p g p g KM Australia, 24 July 2012 – Sydney Alexandra Lederer, Genea* Also presented at Carrefours Logistiques, Paris – March 2008
  • 2. Alexandra Lederer> Alexandra has over 6 years experience as an internal Knowledge Management Consultant at Amadeus, and over 5 years in the learning and development area area.> She has consulted within this large organisation to design knowledge management strategies and solutions, delivering uniformity across the g g , g y business. Alexandra has a preference for a pragmatic approach and has designed and applied a number of tools that she is happy to share, including: knowledge mapping “Message in a Bottle”, “Best Practice Programme”, “Knowledge Cafés”, and “KM Measurement Framework”. She Sh contributed to the pilot and adoption of Microsoft Sh ib d h il d d i f i f Sharepoint as a i corporate collaborative platform but has always been keen to stress that “Sharepoint is just a tool” and that it takes more to make a successful community of practice.> In her current position as Learning & Development Specialist at Genea, Alexandra enjoys implementing an innovative learning framework that blends traditional training and knowledge management concepts. She enjoys sharing her experience and has been invited regularly to KM conferences in Paris and as a visiting professor in KM & Change Management for a French business school.
  • 3. From Amadeus, leading provider of IT solutions fortourism and travel industry…> +12,000 staff i 217 markets 12 000 t ff in k t> #1 e-ticketing> +700,000,000 b ki bookings> + 700 airlines> +130,000 travel agencies> Car rental, hotels, cruise, travel insurance..
  • 4. …to Genea, World leaders in fertility> +300 staff in 13 clinics NSW + ACT> Pioneered IVF in the 1980s (Sydney IVF)> Assisted conception, genetic testing, pre- implantation diagnosis, miscarriage management, complementary medicine, technologies> Overall, almost 60 % of our patients – regardless ll l f i dl of age – will have a baby> 90 % of our patients will have a baby within 3 or less cycles of IVF> Holds 8 of 9 federal government licenses for embryo research in Australia.
  • 5. August 2008, +250 MS Sharepoint ‘communities’ Informat Documents ion Information “Where is the knowledge we havelost in information?” TS Eliot
  • 6. What challenges are you facing in your KM initiatives? CJ Bonetto Kate Carruthers Amadeus Genea“Justify or re-justify the “Getting and maintainingadded-value of the buy-in from stakeholders” yinitiative to TopManagement” “Developing effective Developing distribution models for“Find or recruit champions getting the message out”ini the different areas of iff fthe organisation to spreadthe gospel” gospel
  • 7. How can we build and develop a value-addingknowledge initiative? Resource Centre Informat Documents ion Practice Sharing Information Lessons Learnt “People complain about information overload but you never hear complaints about knowledge overload”
  • 8. Your KM initiative:On the road to ‘Heaven’ Heaven or ‘Hell’? e ?
  • 9. 01. Desire, 01 Desire need, culture Willingness & culture to share Pre Strong existentneed from informalend users network Heaven Design g Launch Development & Creation Live Hell Initiative I iti tiNo need pushed top-down Little habit to share Competitive or silo environment
  • 10. 02 Integrate 02. and leverage Willingness Leveraged & culture initiatives to share Pre Strong existentneed from informalend users network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti tiNo need pushed top-down IT puzzle Little with no habit to big share Stand- Stand picture i t alone / creating Competitive silos or silo environment
  • 11. 03. Knowledge map andd strategy Knowledge strategy Willingness Leveraged & culture initiatives to share Pre Strong existent Knowledgeneed from mapping informalend users network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti tiNo need pushed top-down IT puzzle Little with no habit to big share Stand- Stand picture i t alone / e-Launch creating Competitive silos Let’s just or silo do it environment
  • 12. The knowledge mapping tool: Message in a Bottle Source: Best Practice from Danone (Carrefours Logistiques , Paris 2006)
  • 13. The knowledge mapping tool: Messages from Space Launch of R&I Community at the R&I Forum 15 January 2007, Sophia Antipolis - France
  • 14. The knowledge mapping tool: Messages to Space Launch of R&I Community at the R&I Forum 15 January 2007, Sophia Antipolis - France
  • 15. The knowledge mapping tool: connecting ‘seekers’and ‘solvers’ in less than an hour Guenther Anders Germany Scandinavia Conny Caroline Amadeus Switzerland Sebastian Erwann Argentina Francisco Razvan Spain Amadeus Romania Tarja Moses Benjamin Finlan Kenya Amadeus d Elif Catherine Matteo Turkey Benelux Italy Christine Claudia France C&C Stephen Ireland Yoav Israel Andre Ilene Brazil Amadeus Phil Amadeus Michele Allison Scandinavia South  Eric Africa Ivory C. Laure Amadeus Markus Swati Austria India Olaf Enrico Benelux ItalyJavierSpain Pedro  Portugal Solver (or “giver”) Seeker (or “taker”) Solver & Seeker
  • 16. The knowledge mapping tool: a kick-off for onlineforums and identifying knowledge gaps
  • 17. The knowledge mapping tool: an effective way foridentifying experts and best practices
  • 18. Define your knowledge strategy Knowledge to capitalize, Knowledge Businessdisseminate and Strengths Opportunities re-use “Build and develop our knowledge strengths, eliminate and address our knowledge weaknesses in order to seize business opportunities and defend against threats” Knowledge to Knowledge create and Business Threats Weaknessesdevelop, gaps to address
  • 19. 04 Inspiring 04. Inspiring sponsor sponsor(s) Knowledge strategy Willingness Leveraged & culture initiatives to share Pre Strong existent Knowledgeneed from informal mappingend users network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti ti No N - orNo need pushed weak - top-down IT puzzle sponsor Little with no habit to big share Stand- Stand picture i t alone / e-Launch creating Competitive silos Let’s just or silo do it environment
  • 20. What makes a good sponsor? CJ Bonetto Kate Carruthers Amadeus Genea“Inspire people to follow “Willingness to engage withhim/her” / the concepts and become an p executive advocate”“Have multiple sponsors Havefor each specific initiatives “Develop a clear decisionin which he/she believes making model and thenin”i empower people to take action”
  • 21. 05 Skilled 05. Inspiring sponsor facilitator Knowledge strategy Willingness Leveraged Skilled & culture initiatives facilitator to share Pre Strong existent Knowledgeneed from informal mappingend users network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti ti No N - orNo need pushed weak - top-down IT puzzle sponsor Little with no habit to big share Stand- Stand picture i t alone / e-Launch creating Competitive silos Let’s just or silo do it environment No – or unskilled - facilitator
  • 22. What does it take to be a good community leader? CJ Bonetto Kate Carruthers Amadeus Genea“Tall, blonde and parler “Diplomacy, calm andFrançais?” ç pleasant demeanour ( p (no matter what)”“The 3 Ps: The Passionate “Super skills in juggling, Patient patience of a saint, hyper focus on follow-up and f f Persistent” follow-through”
  • 23. What does it take to be a good community leader? Knowledge of the organization LeadershipPASSION for the topic Networking skillsDemonstrated activity Knowledge of internal & external experts Technical knowledge of the community s community’s People facilitation domain Influencing
  • 24. 06 Educate 06. Inspiring sponsor and coach Knowledge strategy Willingness Leveraged Skilled & culture initiatives facilitator to share Pre Strong Education existent Knowledgeneed from and informal mappingend users coaching network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti ti No N - orNo need pushed weak - top-down IT puzzle sponsor Little with no habit to big share Stand- Stand picture i t alone / e-Launch creating Competitive silos Let’s just Little / no or silo do it education environment No – or unskilled - facilitator
  • 25. R&I Community Training SessionsGenea Social Media Cafés Demo of D f tools Concept and p philosophy p y Why it’ important Wh it’s i t t What’s in it for you?
  • 26. 07 Keep the 07. Inspiring sponsor The KM momentum Knowledge ‘flower’ power On going strategy facilitation Willingness Leveraged Skilled & culture initiatives facilitator to share Pre Strong Education existent Knowledgeneed from and informal mappingend users coaching network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti ti No N - orNo need pushed weak - top-down IT puzzle sponsor Little Relying on with no habit to website big share Stand- Stand tool only picture i t alone / e-Launch creating Competitive silos Let’s just Little / no or silo do it education environment No – or unskilled - facilitator
  • 27. The KM ‘flower power’ Staff Practices sharing briefing Trainings & Coaching, tutoring Workshops & mentoring Awards Forum & sessions Conferences Peer reviews Meetings & Daily work Community  of  Team Practice Building Micro Learning Knowledge M K l d Mappingi NetworkingSeeker / Solver Sessions Collaborative Knowledge g website (Opera ( p Cafés Communities - Blogging Newsletters Sharepoint) Social Media Webcasts
  • 28. The Knowledge Cafés The Marketing Knowledge Café presents: Time to Get Serious About Positioning Take a 45’ minutes break and boost your marketing knowledge!Theoretical Recap: Own the space in the heads of your customers & prospects  O E Our Expresso M hi Machine - an 8 minute recorded i t i t d d interview with Ri k C i ith Ricky Coussins, St t i i Strategic Marketing Consultant from Frost & Sullivan: “I don’t care what the reality is, I care about the perception, and how people perceive us.”Practice sharing: Positioning Amadeus In the Field  First Croissant - a 10 minute live interview with Rob Golledge from Amadeus UK who will share with you his experience in segmentation and positioning in the challenging UK market.  Second Croissant - another 10 minute live interview with Albert T. Villadolid, General Manager from Amadeus Philippines who is extremely pleased to share how they have positioned Amadeus as a learning partner in the Philippines.Forum  Pass the sugar please! You have something to say? Nows the time for your testimonials Now s and questions around the table. Say it loud! Source: Alexandra Lederer, Amadeus 2005
  • 29. What is the value of D,I,K,W? Wisdom Wisdom Knowledge Knowledge Information Information Data Data 80 % sharing of top down info 80 % sharing of field experiences & lessons learnt p o Source: London South Bank University, Ark 2007
  • 30. 08 Share 08. Inspiring sponsor The KM 80% sharing K & W K value Knowledge ‘flower’ power On going strategy facilitation Willingness Leveraged Skilled & culture initiatives facilitator to share Pre Strong Education existent Knowledgeneed from and informal mappingend users coaching network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti ti No N - orNo need pushed weak - top-down IT puzzle sponsor Little Relying on with no habit to website big share Stand- Stand tool only 80% picture i t alone / sharing e-Launch top-down creating Competitive silos ‘I’ Let’s just Little / no or silo do it education environment No – or unskilled - facilitator
  • 31. Sharing best practices 1. Effectiveness 2. 2 Efficiency 3. Strategic alignment 4. Collaboration 5. Recyclable Source: KM Consulting, Amadeus 2010
  • 32. Project Management Lessons Learned What went well, , De Bono’s Bono s what can be Thinking Hats improved Pillars of Agile Appreciative Spiderweb Retrospective Start, Stop, Start Stop Continue, More Top 5 Issues of, Less of , Wheel Source: Project Management Community, Amadeus 2012
  • 33. 09 Nurture 09. Inspiring sponsor The KM 80% sharing K & W K Non trust Knowledge ‘flower’ power judgmental, Recognition & Reward On going strategy facilitation Willingness Leveraged Skilled Relay & culture initiatives facilitator Champions to share Pre Strong Education existent Knowledgeneed from and informal mappingend users coaching network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti ti No N - orNo need pushed weak - top-down IT puzzle sponsor Little Relying on with no habit to website big share Stand- Stand tool only 80% picture i t alone / sharing e-Launch top-down creating Competitive silos ‘I’ Let’s just Little / no Exhaust key or silo contributors do it education environment No – or Reuse unskilled - without facilitator credit
  • 34. R&I Awards> Increase the number of contributions> Reward & recognize key contributing experts g p> Recognized by Management g y g and in annual appraisals Source: R&I Community, Amadeus 2010
  • 35. Planning Measures Corrections 10 Plan & 10. Inspiring sponsor The KM 80% sharing K & W K Non measure Knowledge ‘flower’ power judgmental, Recognition & Reward On going strategy facilitation Willingness Leveraged Skilled Relay & culture initiatives facilitator Champions to share Pre Strong Education existent Knowledgeneed from and informal mappingend users coaching network Integrated Heaven IT tools Design g Launch Development & Creation Live Hell Initiative I iti ti No N - orNo need pushed weak - top-down sponsor No IT puzzle Little Relying on planning with no habit to website or big share Stand- Stand tool only 80% measuring picture i t alone / sharing e-Launch top-down creating Competitive silos ‘I’ Let’s just Little / no Exhaust key or silo contributors do it education environment No – or Reuse unskilled - without facilitator credit
  • 36. KM Measurement Framework Key Performance Indicators Frequency & Tools • Time saved • Cost saved • Resources leveraged ROI • Revenues generated R t d • Annual survey • Interviews Balanced Score Card: • Qualitative / Quantitative • Financial Business Value • Customers • Internal business processes • Learning & growth • Offline collaborative activities • Practices sharing • Monthly Dashboard • Communication activities KM Activities • Rewarding • Statistics • Quantitative • Online contributions & exchanges • Website usage • Measurements done by Community Leaders • Designed, monitored & consolidated by KM Consulting • Stored on KM Community website Distributed to Community Leaders M&D Management Stored on KM Community website, Distributed to Community Leaders, M&D Management.  Source: KM Consulting, Amadeus 2010
  • 37. Your KM initiative:On the road to ‘Heaven’ Heaven or ‘Hell’? e ?
  • 38. Our tip: 10 KPIs that indicate the chances of success of a KM initiative Desire, need, Desire need Desire, need, Desire need culture culture 10 10 Plan & Integrate & Plan & Integrate & measure 8 leverage measure 8 leverage 6 6 Knowledge Knowledge K l d 4 4Nurture trust map & Nurture trust map & 2 strategy 2 strategy 0 0 Sharing value InspiringSharing value Inspiring (K & W) sponsor (K & W) sponsor Keep the Skilled Keep the Skilled momentum facilitator momentum facilitator Educate & Educate & Coach Coach R&I Community Telesales Community Project Management Community
  • 39. KPIs to success: if you had to pick only 3? CJ Bonetto Kate Carruthers Amadeus Genea1. “Keep the momentum to 1. “People skills” keep the community living” p y g 2. “Meeting community2. “Desire and willingness and Desire milestones milestones” mindset of people” 3. “Effective dispersion of Effective3. “Skilled leader and community messages” champions to spread the gospel”
  • 40. How is your KM initiative tracking? Desire, need, culture 10 Plan & measure Integrate & leverage 8 6 4 Nurture trust Knowledge map & strategy 2 0 Sharing value (K & W) Inspiring sponsor Keep the momentum Skilled facilitator Educate & Coach
  • 41. Thank you:Amadeus programmes & tools created by Amadeus Marketing & Sales Consulting Knowledge Management team with the kind contributions from … Alexandre Perrin Lena Lindhoff Anshumaan Bansal Margaret Sheehy Fuller Carlos Ballesteros May Inkersole Catherine Marechal Michele Pluim Chaninda Purgchaipaew Nicolas Hauviller Chiara Bondesan Paola Gariglio-Guillou Christian Ley i i Paul McShea Christian-Jacques Bonetto Pilar Garcia Valdecasas Delphine Delebarre Pornkamol Wongprikorn Dominique Bennison Richard Lane Dung Tong Viet Rita Badaoui Edward Ross Rosario Peachy Rosario-Peachy Lomeda Em Maillard Sarah Coppe Francoise Falise Sarah Jones Gianluigi Perotto Sonja Haskins Guenther Boos Stephane Aznar Guillermo Cha Stephanie Ille Helene Martin Steve Denning Jamie Woolley Tracy Stanley Julian Troubridge Valerie Tessier Karl Hansen-Larramendi Klaus Ennen All speakers from Carrefours Logistiques - Paris, France for their inspiring sharing of experiences that nourish ours…Martin Roulleaux-Dugage (Areva), Benedikt Benanati (Danone), Eric Juin (Bouygues), Frederic Chauvin (Gemalto), Brigitte Cattan Steve Denning Kate Carruthers
  • 42. Contact them… Kate Carruthers Genea http://katecarruthers.com/blog @kcarruthers Christian Jacques Christian-Jacques Bonetto Amadeus Benedikt Benenati Kingfisher & Danone
  • 43. Keep in touch! Alexandra Lederer KM Consultant L&D Specialist alexandra.lederer@genea.com.au @alexalederer

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