Presentation used during the KM world to explain the Lafarge approach of KM

1. Collaborative Knowledge Management
In an International Organization
Jean-Luc Abelin – KM World Nov 2015

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Lafarge in July 2015
Collaborative Knowledge Management, February 2016
3 Main Activities65 000 EmployeesCementsAggregatesReady Mix Concretes63 countries + 30 languages42 000 working stations

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Why we must share?
Collaborative Knowledge Management, February 2016 3
Anything that is not shared is lost …

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Collaboration & Knowledge @ Lafarge
2000

2001 2010
Mail
&
Meetings
CoPs
Intranet
+
Lotus
Standards Procedures
Reference doc
Best practices
Experts
Networks
Local
Best practices
Standards
Procedures
Best practices
Function per country & corporate
       
2002 2003 2004 2005 2006 2007 2008 2009
Intranet
+
Lotus Notes (KTP)
+
TWS

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Search…and find a content
Collaborative Knowledge Management, February 2016 5
More than 450 Databases….
Contents must be easily reachable ???

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Purpose of a unique sharing platform
Collaborative Knowledge Management, February 2016 6
Informati
on

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Collaboration & Knowledge Sharing @ Lafarge
Collaborative Knowledge Management, February 2016 7
Standards - Procedures
Reference doc
Local Best practices & experiences
Standards - Procedures
Reference doc - E-learning –
Animations - Co-authoring
Best practices – local experiences
Ideas –Collaboration - Projects - Questions
Intranet for News
LafargeLafarge Networks
Corporate + Functions
2014

LO Village
LO Knowledge
2011

2012
 
2013
Intranet
+ 600 Lotus Notes
+250 TWS
LO Village
Intranet
+ Lotus Notes
+ TWS

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Digital world - C&K @ Lafarge –
Collaborative Knowledge Management, February 2016 8
L.O Village: Ideas,
Concepts, News,
temporary Information,
Knowledge being
formalized, Echanges
informels, Projects
tracking, implicit
knowledge..
Intranet: enter point
for countries and for all
users News about
activities, countries,
corporate, internal
communication, Internal
tools, employees
facilities…
Google Drive : Content
manufacture, Document
creation, knowledge in Being ,
co authoring, project tracking,
archive
L.O Knowledge:
Standards, Good practices,
Guidelines, General
Knowledge, Finalized
documents, Reusable doc,
e-learning, Success stories,
Tools & methods, explicit
knowledge
Strong governance,
structuration, dynamic,
collaborative, All is validate,
assessed, transferable,
Recording, Hosting ,
Retrieving , Sharing,
Promoting, Collaborating
Spontaneity, friendliness,
short temporality,
collaborative, No validation,
no assessing, little
governance. Linking people,
Share information,
Collaborative working,
Discussions, Fast sharing

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Implementation steps
Collaborative Knowledge Management, February 2016 9
The objectives & the governance guide the choices
People &
Organization
Lauching & Training
Vision
The Tool
Communication, Information, Motivation

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Vision
Collaborative Knowledge Management, February 2016 10
Vision
Defined objectives
C&K organisation
Users : givers vs
takers
What Contents ?
What Gouvernance ?
Objectives
Increase performance
Changing mindset
Skills improvement
Pride
Better relationship
Acelerate
achievements
Work out loud
Individual involving
Digital transformation
Existing
Existing CoPs Databases
Sharing Mindset
Collaboration
Multi local culture
Company organization
Multilingualism…
Brakes
Reluctance to share
Management blocking
Language barrier
Weak IT infrastructure
Habits
Lack of global vision…
Triggers
Strong sponsor
New way of working
Manager’s implication
Official Communication
Top down & bottom up content
Individual benefits…
Accelerators
Quality of content
Local C&K Network
Targeted Communication
Manager Exemplarity
Events
Effective Results..

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Our Platform Governance
Collaborative Knowledge Management, February 2016 11
Who, What, How….
Roles
Space Administrator
Giver :
• In final spaces : KMs Experts,
Authorized people
• Through validation workflow :
All users
Taker : All users
Structure
• Group for function
• Space for department
• Categories of tags :
transversal or by space (s)
• Tags predefined & translated
• Space privacy under
acceptation
Content
• Reusable content
• Maximise public content
• Must be validated
• Period of validity with alert
• Top down & bottom up
Management
• Steering committee
• KM central team
• KM network

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Our Objectives
Collaborative Knowledge Management, February 2016 12
Knowledge
sharing
Increase
performances
Individual &
collective
Detect
Experts
Preserve &
enrich our
know-how
Standards
Procedures
Tips & tricks
…
Best practices
Reference
Documents
Trainings
…
Technical Doc
Job Aids
General knowledge…

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KM Organization
Collaborative Knowledge Management, February 2016 13
Knowledge is everywhere … so take it where it is
Function Networks
Countries
30-50 Country
Function
Managers
Country
<>50 KMs
Country
Country’s KM
20% FTE
Training
Communication
Bottom Up Knowledge
Country
KM Sponsor
CEO
or
EXCOM
Member
Animation
Knowledge

Functions @ Headquarter
27 Functions <>50 KMs
Function
Function
KM Sponsor
Function Manager
Function’s KM
20% FTE
Training
Communication
Top Down Knowledge
Animation
Knowledge
LO Knowledge … 27 Groups …<>135 spaces CoP

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Identify brakes and ... Anticipate
Collaborative Knowledge Management, February 2016 14
Brakes are mainly issue from the field & habits
Techniques
Personal
Cultural
Lack of
global
vision
Mistrust

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Technical blocking points
Collaborative Knowledge Management, February 2016 15
It is easier to deploy an expected tool… so listen your users
Technical solutions
 I prefer the base that I use for 10 years
 I do not speak English
 Yet a new password !!
 I never find anything on these platforms !!
 It is only for headquarter ...(bandwidth)
 I do not know how to register?
 My documents are too complex
Mistrust on the content
 Who wrote that?
 Is it still valid?
 My content is confidential
 Is it an official document?

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How to choose the right tool?
Collaborative Knowledge Management, November 3rd, 2015 16
The vision, the governance and use determine tool’s characteristics
“To the man who only has a hammer, everything he
encounters begins to look like a nail.”
Abraham Maslow

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Avoid a quantum leap !!!
Collaborative Knowledge Management, February 2016 17
Recreate a familiar environment
Home page Overview
Displays functions
Groups
Departments
Spaces
Content

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What kind of content… for Who?
Collaborative Knowledge Management, February 2016 18
Documents
+Text
+Photos
+Video
Author
Multilinguism
Tłumaczenia
Επιστροφές Χώρα
Comments
Questions
Experiences/ countries
Answers
Related content
Like
Expert
Person
Group
Communauty
Send to
Title + summary Tags
•Author
•Validator
•Experts
•Validited
•Version
KM
Metadata

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Eliminate….technical blocking points
Collaborative Knowledge Management, February 2016 19
e.g ... Everyone does not speak English

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Individual Brakes & « A Priori »
Collaborative Knowledge Management, February 2016 20
Some thinkings from the field…
Cultural
 Here it's different
 That was not done here
 This is very local
 It will never work
Lack of global view
 My expertise is it interesting?
 Everyone knows that
 Alone we will not succeed
Individuals
 What is my role in the KM organization?
 What will my boss think?
 There is only the Top Down info
 What's it going to serve me (personally)
 This is not my personal goals
 I have other things to do
 Who am I to share something?
 Which will be recognized: giver or taker?

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Communication to change the behavior
Collaborative Knowledge Management, February 2016 21
21
Sharing is not a natural
behavior..is a state of
mind
Our first mission is
change attitudes and
make the behavior
evolve
Since 2008 each year a
new communication
campaing with the
same themes but with
different angles

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Explain again and again ...
Collaborative Knowledge Management, February 2016 22
Sharing is a state of mind ... a way of being
Changing attitudes … to change behaviors
 Sharing starts close to home
 We all have something to share
 Transfer is also innovation
 Do not reinvent the wheel

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Video, posters, Serious games…
Collaborative Knowledge Management, February 2016 23
A multi media communication
Do not reinvent the wheel
is an absolute priority
Video « we have all something to share »

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Communication to succeed the launch
Collaborative Knowledge Management, February 2016 24
The platform is a product… so launch it as a product!
 A successful positioning We described use & objectives
 Knowing product benefits for our target We gave answers to
“customer” expectations
 Deploy a real launching plan We used teasing, goodies, posters,
video, meetings…big event for the launch day
 Be identifiable & leave a trace in the user minds We chose a name
easy to memorize, strong message, logo, gimmick …
 Gave them an instant access to the platform for D-day
 Provided user guides, tutorials and hot line for D-day

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A real product launch with teasing
Collaborative Knowledge Management, February 2016 25

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A real product launch with promotional films
Collaborative Knowledge Management, November 3rd, 2015 26

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Communication to Inform & Recruit
Collaborative Knowledge Management, February 2016 27
You can share the best "best practice" of the world,
if nobody knows it exists, nobody will use it…

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Users must be aware
Collaborative Knowledge Management, February 2016 28
 Global newsletters
 Segmented newsletters (country & function)
 Communication about success stories
 It also an efficient way to get new users

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The Newsletter effect
Collaborative Knowledge Management, February 2016 29
% of monthly active users vs active users
%ofactiveusersvspotentialusers

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Communication to Motivate
Collaborative Knowledge Management, February 2016 30
We cannot force anyone to share ...

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The rule of 1,9,90 ….
Collaborative Knowledge Management, February 2016 31
90% Walkers « takers »
9%
Occasional
multi attitudes
• Opportunistics
• Agitators
• Soap Box speakers
• Experts creaticide
1%
« Active
givers »

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Step by step to explain the goal
Collaborative Knowledge Management, February 2016 32
Givers, takers … company is a win win process
Colllaboration
Knowledge Sharing

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To motivate… use individual levers
Collaborative Knowledge Management, February 2016 33
Givers
 Pride
• Function
• Company
• Team
• Country
 Altruism
 Recognition
• Individual
• Collective
 Be part of a network
 Rewards
 Individual visibility
 Management pressure
 Commitment to the company

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To motivate… use individual levers
Collaborative Knowledge Management, February 2016 34
Takers
 Achieve their goals
• Individuals
• Collective
 Reduce time
 Improve their skills
• Function
• Company
• Activity
 Learn & evolve
 Be part of a network
 Rewards
 Explain the global effect
 Management pressure
 Commitment to the company

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Communicate to involve all levels …
Collaborative Knowledge Management, February 2016 35
A tailor-made communication based on individual levers
Excom KM Sponsor
Holder of the C&K idea
Exemplarity Giver - Taker
 Effect on results… $$
 Increase performances
 Employees efficiency…
Middle
management
Team Animator
Animate their team
Motivate their team in
C&K
Exemplarity Giver - Taker
 Results achievement
 Recognition by his peers
 Be part of a global network
Operations
Proactive
users
Giver & Taker
Be a good sharer
Transfer - Taker
Share - Giver
 Be part of a network
 Meet their individual goals
 Be rewarding
 Be congratulate
 Improve their skills…
Who ? What ? Role in KM ? Levers  Outcomes

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Accelerators vs Levers
Collaborative Knowledge Management, February 2016 36
Be visible & animate
Newsletters
Best contribution
Best sharer
Like & Follow
Individual recognition
Treasure Quest & games
Best transfer
 Learn evolve & reach the goals
 Recognition & rewards
 Recognition, rewards & evolving
 Recognition from peers
 Global visibility
 Learning, reward, autonomy
 Recognition, rewards & goals

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Motivation & Animation
Collaborative Knowledge Management, February 2016 37
The Treasure Quest : Pedagogical & Formative
Facts
• 50% content openings due to the newsletter
• Poor knowledge of search techniques implies low autonomy and a delay in
the deployment of good practices
Solution
• Train users to find what they want, when they want ...
• Duration 6 weeks
• During the first 3 weeks: Questions + clues + coaching
Objective: Mastering of research techniques
• During the 3 following weeks, questions corresponding to real cases and
implies an advanced use to find the answer
• Become autonomous
Motivation….. win a real Treasure…

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Key Performance Indicators oct 2015
- Number of active users : > 18 000
- Number of content > 350 000
Monthly
-New users : <>350
-New content : <> 1000
-Active users : > 5000
-Opening documents : > 30 000
-Dowloads : > 10 000
After 3 years the initial platform Einstein
became the reference platform under name
LO Knowledge
November 2015 the new organization
LafargeHolcim has also chosen it under
name The Knowledge Plaza
Number of potential users becomes : 80000
Number of countries : 90
Managers use it more and more and
motivate their team

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Keys for a collaborative KM platform
Collaborative Knowledge Management, February 2016 39
 Vision
 Common interest
 Governance
 An involved & active KM team
 Interesting content
 Efficient and powerful platform
 Customer oriented
 Communicate
 Train
 Motivate
 Animate
 Involve
 …Communicate again
&

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