Peer-based Enterprise Document Workflow

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HP Technology Forum, Las Vegas, 2007

HP Technology Forum, Las Vegas, 2007

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  • 1. Peer-based Enterprise Document Workflow John Rhoton Master Technologist HP Services
  • 2. Outline
    • Enterprise Content Management
      • Formal vs. Informal
      • Managing Cost and Speed
    • Adaptive Workflow Framework
      • Peer driven quality control
      • Adaptive workflow paths
    • HP Knowledge Brief Viewer
      • System Architecture
      • Framework in Action
    June 9, 2009
  • 3. Enterprise Content Management
    • Formal Content
      • Established quality control
      • Lengthy process
      • Cost of service
    • Informal Content
      • Speed of information
      • Diverse structure
      • Lack of quality standard
    June 9, 2009 Formal vs Informal Content
  • 4. Knowledge Culture
    • A knowledge culture is where everyone understands their responsibilities to contribute to our collective knowledge
      • Technologists generate, refine, and contribute knowledge
      • Managers encourage their teams to contribute
      • Everyone takes pride in what they contribute
      • Everyone has something to share
    • Today, we have too many “knowledge absorbers” and too few “knowledge generators”
    • Progression through technical carreer requires people to become knowledge generators
  • 5. HP Knowledge Brief Program A case study
    • Response to need to get technical knowledge out quickly
    • Technical Paper publishing, integration with
      • Professions
      • Technical Career Path
    KBs Breakthrough Technologist Wider audience TCP review board Profession
  • 6. Objectives of Knowledge Briefs
    • Capture field knowledge and experience in a modular and systematic fashion
    • Provide HP technologists with a way to publish information and grow writing ability
    • Not a replacement for patents or white papers
    • KBs:
      • Cover a wide variety of focus areas
      • Range from conceptual primers to how-to guides and case studies
      • Are easy to read and easy to write
      • Ensure reasonable accuracy and relevance through peer-review cycle
      • Are HP internal documents and not available to customers without prior approval
  • 7. Costs-benefit Analysis Hours required to generate a KB 32 Time for Review/Tech-edit/Publication 8 Cost per hour (estimated worldwide average) $100.00 Total KBs generated 3’689 Total cost of KB generation $14’756’000 Total cost of staffing for KB system (since 2001) $2’000‘000 Cost of KM systems deployed to support KBs $500’000 Total Cost of KBs $17’256’000 Number of downloads 1’284’179 Hours saved by HP staff per download 0.2 Hours saved through KBs 256’836 Total Benefit (at hourly cost of $100) $25’683’580 ROI: 48%
  • 8. Incentives
    • Reuse of Intellectual Property
    • Increased visibility within community/profession
    • Can be included as evidence of continuity of contribution in promotion packages
    • Publication Experience – something that leading technologists should consider
    • Knowledge Brief Awards
      • Frequent Contributors (Bronze, Silver, Gold)
      • Technical Journal Selection
      • Most Popular Downloads
    Metrics drive behaviour!
  • 9. Reviews
    • Provide an additional perspective
    • Help to catch any errors
    • Facilitate inter-organizational collaboration
    • Improve overall KB quality
    • Author selects peer reviewers
    • We identify technical/editorial reviewers
    • Publication involves final copy-editing – but not a complete rewrite
  • 10. HP Labs Social Networking
    • Identify and Display Subject Matter Experts
    • Identify Document Clusters
    • Identify User Communities
    • Recommended KBs you haven’t yet read
    • Focus Area Experts
    June 9, 2009 Integrating with Enterprise Content Management Framework
  • 11. Popularity brought issues
    • Increasing volume
    • Hard to find qualified reviewers
    • Lack of Review Tracking
    • Draft content invisible
    • Reviews relied on same people
    • Quality concerns
    Pre-workflow data Co-ordination effort 1 FTE Non-reviewed KBs 10% Technical Reviewers 50 Editorial reviewers 5
  • 12. Old review process Draft KB Submission Technical Reviews Publication Bottlenecks slow process, impede scalability Reviewer assignment is not optimal, appears inconsistent
  • 13. Our Solution
    • Platform for structured and unstructured reviews
      • Formal review process with designated pool of reviewers
      • Informal review process with invited experts
    • Peer driven
      • Leverage collective talent of the enterprise
      • Example: HP technical community
    • Quality without sacrificing cost
      • Distributed reviewer load
      • Few dedicated “content masters”
    • Transparency
    June 9, 2009 Heuristic Document Workflow System
  • 14. KBv3 Review Process Reviewers Senior Reviewers Senior Editors Editors Review Sign-off Approve Publish
  • 15. HP Labs Social Networking
    • Automated Technical Reviewer assignment
      • Suggests subject-matter experts
    • Weighting of Technical Reviewers
      • Based on correlation of past ratings
    • Content-based Analysis
      • Key phrases and words
    June 9, 2009
  • 16. System Architecture
    • Based on SharePoint Portal Server 2003
    • Custom Extensions added to enable a Workflow
    June 9, 2009
  • 17. Knowledge Brief Document Workspace June 9, 2009
  • 18. Knowledge Brief My Site June 9, 2009
  • 19. Alerts & Reminders
    • Alerts for uploaded KBs
      • In Progress, Review or Published KBs
    • Alerts based on Author’s properties (Practice, Country, Business Unit, etc…)
    • Weekly KB Newsletter
      • Latent Semantic Indexing to find document similarities
      • Social Networking history to determine users interests
    • Reviewing reminders
      • Author
      • Registered reviewers
  • 20. Work in Progress
    • Transition to MOSS 2007 Architecture
    • Integration with external sources
    • Wiki-integration
    • Offline Viewer
        • Synchronizes selected Focus Areas
        • Records KB reads
        • Integrated Full-Text Search
    • Offline Reviews
      • Mail-in and Mail-out functionality required
    June 9, 2009
  • 21. KBv3 Code Reuse
    • Code written to be configurable
      • Web Parts
      • Web Services
      • Some Console/Windows Application, ASPs…
    • Potential reuse in other internal KM systems
    • Components available for Customer projects
      • Code reuse
  • 22. Achieved so far Pre-workflow Workflow Coordination effort 1 FTE 0.5 FTE Non-reviewed KBs 10% <1% Technical Reviewers 50 525 Editorial reviewers 5 26 All-time Q1FY07 KBs published 3689 155 KBs downloaded 10,948,636 469,677 Distinct Authors 1070 58 Reviews unknown 659
  • 23. Summary
    • Enterprise Content Management dilemma
      • High investment vs. Low quality (low reuse)
    • Resolution is possible
      • Requires executive commitment
      • Careful design of process and technology
    • If successful the value proposition is compelling!