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Richard Mcdermott Mc 1

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  • Transcript

    • 1. Knowing Organizations Richard McDermott McDermott Consulting [email_address] 303-545-6030 Thanks to Anders Hemre, Ericsson Research Canada, for contributing to the thinking for this presentation.
    • 2. McDermott Consulting
        • Organizational design & change
        • Services
          • Organization structure
          • Knowledge strategy
          • Communities of practice: strategy, start up, assessment
          • Knowledge work design
        • Industries
          • Petroleum, Telecommunications, Pharmaceutical, Healthcare, Computer, Professional Services, Retail
        • For articles contact: Richard@McDermottConsulting.com
    • 3. Putting Communities to Work
      • Improve business performance by increasing the productivity, innovation, and customer value of knowledge work
    • 4. Topics
      • Productivity
      • The evolution of community
      • Critical success factors for
        • starting communities
        • sustaining and integrating communities
      • Open discussions
    • 5. Productivity " The most important contribution management needs to make in the 21st century is to increase the productivity of knowledge work and the knowledge worker."   - Peter Drucker, 1959
    • 6. Productivity
      • “ [When it comes to improving
      • the productivity of knowledge work]
      • we are in the year 2000 roughly where we
      • were in in the year 1900 in terms of
      • the productivity of manual work.”
      • – Peter Drucker, 2000
      McDermott Consulting 
    • 7. Knowledge Work Productivity *
      • Productivity Increase
        • 1973 - 1994 = 1.4%
        • 1995 - 1999 = 2.4
        • 2000 - 2002 = 2.9
      • 6 Sectors - 32% US GNP
        • Retailing
        • Securities brokerage
        • Wholesaling
        • Semiconductors
        • Computer assembly
        • Telecommunications
      * Source: Farrell, HBR 10/2003 76% 24% 6 sectors all other Productivity increase 1995-1999 McDermott Consulting 
    • 8. What Happened?
      • Increased competition led to innovation
      • Automated routine but complex business processes
        • Wholesaling: automate inventory control with bar codes and automatic picking
        • Retailing: Bar-coding & software optimize warehousing & trucking
      • Customer self-service
        • Securities: On-line trading reduce customer service reps
      • Improved knowledge worker productivity
        • Banking: automate loan applications, etc.
        • Semiconductors: Automation aids for chip design
      McDermott Consulting 
    • 9.
      • The customer revolution that radically improved manufacturing in the last 2 decades is beginning to hit the service sector of the economy.
    • 10. How to Improve KW Productivity
      • Routine and near-routine work
        • Automate information search
        • Automate routine information processing
        • Modularize routine elements of complex knowledge processes
      • Streamline knowledge work processes
      • Common knowledge
        • Develop discrete best practices
        • Distribute help & best practices through communities
      • Competitively distinctive knowledge
        • Concentrate distinctive expertise
        • Increase cross-fertilization to simulate innovation
    • 11. Evolution of Communities of Practice "Great civilizations, like great cities, share a common feature. Evolving within them , and critical to their growth and refinement, are distinctive informal public gathering places.” - Ray Oldenberg
    • 12. Origins of Community of Practice
      • Network
      • Research
        • Knowledge travel through networks
        • Networked units adopt new practices
        • Networked units perform better
        • Outside input = better quality
      • Community
      • Research
      • Informal, spontaneous communities are primary resource for help
      • Develop collective wisdom on how to do things
        • Communities of Practice
          • Focus (Domain)
          • Relationship
          • Practice
      • Knowledge
      • Management
        • Knowledge shared through interaction even with IT
    • 13. Evolution of Community of Practice
      • Informal
      • Communities
      • Peer to peer
      • Volunteers
      • Informal leadership
      • Organic, seeded
      • Center of Expertise
      • Expert to peer
      • Goals, best practice
      • Deep expertise
      • Assigned full-time staff
      • Consult to community or operating group
      • Strategic
      • Communities
      • Peer to peer
      • Goals,
      • best practices
      • Committed time
      • Assigned leader
      • Sponsored
      • Expert Network
      • Peer to peer
      • No boundaries
      • Volunteers
      • Cross- organization lines
    • 14. Critical Success Factors To survive the pull of organizational demands, communities need structure and support.
    • 15. CSF: Starting a Community
      • Have a clear, important focus
        • Topics matter to individuals & organization
      • Build energy through leadership
        • Community leader networks, energizes & focuses
        • Core members engage
      • Legitimate communities
        • Visible organizational support
        • Key players participate
      • Build relationship among members
        • Exciting events
        • Many one-on-one connections
      • Demonstrable value to members
        • Memorable stories & anecdotes
    • 16. CSF: Sustaining a Community
      • Management expectations
        • Communities produce value / achieve goals
      • Leadership
        • Active leader(s) & core group keep members engaged
      • Integration
        • Community leaders and management negotiate goals
        • Consulting the community becomes part of everyday work
      • Support
        • Community builders help communities through transitions
      • Events
        • Contact nurtures relationships
        • Events draw in new members, define new issues
      • Alignment of HR
        • Community contributions count to managers and other members
    • 17. Summary
      • Productivity
        • Improving business performance is the key challenge of the next 50 years
      • Evolution
        • Different forms of community for different purposes
      • Starting & sustaining
        • Communities need structure, continuity and person to person connection
      • Next
        • Peer to peer relationships are an important factor in designing organization
    • 18. Improving Knowledge Work
      • Knowledge work is social through and through.
      • Improve knowledge work by changing elements of the organization, not the individual work process.
      McDermott Consulting 