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This is the presentation given by Stephanie Barnes at Knowledge Workers Toronto (KWT) on Aug 2, 2011. It is based on her Ark Group report, "Aligning People, Process, and Technology in Knowledge ...

This is the presentation given by Stephanie Barnes at Knowledge Workers Toronto (KWT) on Aug 2, 2011. It is based on her Ark Group report, "Aligning People, Process, and Technology in Knowledge Management" published in May 2011.

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    Aligning people process and technology in km kwt presentation Aligning people process and technology in km kwt presentation Presentation Transcript

    • Aligning People, Process and Technology in Knowledge Management Knowledge Workers Toronto August 24, 2011 © Missing Puzzle Piece Consulting, 2011 1
    • Agenda• Introduction• Approach• Roadmap• Technologies• Supporting Activities• Case Studies © Missing Puzzle Piece Consulting, 2011 2
    • Who am I? • Accountant and IT Management by education • KM consultant by vocation • Chief Chaos Organizer at Missing Puzzle Piece Consulting, Knoco franchisee • 4 yrs KM Program Manager in HP • 8 yrs as consultant to a variety of companies including BMO, HSFO, Kodak, HP, Zenon Environmental, OSC, CIBC • Based in Toronto© Missing Puzzle Piece Consulting, 2011 3
    • Approach PeopleTechnology Process © Missing Puzzle Piece Consulting, 2011 4
    • Business-IT Alignment© Missing Puzzle Piece Consulting, 2011 5
    • Knowledge Management Roadmap Evolve Use Implement Design/ •Change Mgmt Develop/ Test Select •Processes technology •Metrics Resolve: Analyze: •Policies •Knowledge &Collect: •Human, process flows Social, and•Business •Metrics Intellectual Processes Capital Best •Strategic•Information Practices Goals Flows •Governance•Organization Strategy and Plan•IT Strategy and Plan © Missing Puzzle Piece Consulting, 2011 6
    • Which technology to pick?• What problem are you trying to solve?• What challenge are you trying to overcome? © Missing Puzzle Piece Consulting, 2011 7
    • Categories of KM Technologies Unstructured Knowledge •Domain Knowledge Wikis •Blogging •Communities of Practice •Collaboration •Document and Content Management •Portal SearchStructured Knowledge Semi-structured Knowledge•Configuration Management •Lessons Learned Database Database •Yellow Pages/ Expertise Location © Missing Puzzle Piece Consulting, 2011 8
    • Knowledge Management Technology Organization/ Business Intelligence/ Data Warehouse Enterprise eDiscovery Communities of CRM, Contact Centre, Incident Practice,Context Management/Helpdesk Expertise location Group/team Records Social Management Media ECM Document Capture Component Content Management Portal Collaboration Individual Search Learning Management/eLearning Scan, Capture, Package, Share, Transform, Map Create Store Apply Innovate Adapted from: Knowledge Managements by Despres and Chuvel, Journal of KM, vol 3, no. 2 1999, p119.
    • Enterprise Technologies, Structured and Unstructured Knowledge Business Customer Contact Centre Incident Learning Expertise Location Intelligence and Relationship Management/ Management Data Warehouse Management Helpdesk System/ eLearningCommon Better decisions Ensure sales staff Improve Enable IT to quickly Administer and Locate expertsbusiness problem making at all have current customer identify and resolve track employee within thesolved levels: strategic, information for experience for service outages training records organization and operational, and customer service and enable them to Establish a historical Deliver training and tactical interactions support collaborate record of service test participant Standardize and Improve outages and learning Reduce duplication streamline sales and customer incidents as well as of effort marketing processes loyalty their resolutions for Reduce the threat reuse and analytics Track and analyse Reduce cost of of communication marketing customer Provide single point breakdown campaigns support of contact Reduce time to find Tracks IT efforts Subject Matter and provide Experts (SME’s) visibility into service support © Missing Puzzle Piece Consulting, 2011 10
    • Enterprise Technologies, Unstructured Knowledge Records Component Content/ Imaging, Search Portal Workflow eDiscovery Management Content Document Forms, Management Management Document (ECM) CaptureCommon Compliance Improve Central place to Reduce paper Improve Central place to Improve Improvebusiness Management document go for information go for compliance to security of Reduce storageproblem quality, documents retrieval information and processes information Productivity costs of papersolved consistency, and access to enhancement Improve Improve Reduce standardization Standardize systems accessibility efficiency litigation Risk data collection Increase regardless of through costs Management (through forms) productivity in location consistency Reduce risk creating content Streamline and Improve processes standardiz- Streamline document ation document/cont lifecycle ent update management Improve the process ability to Increase reuse execute of documents/ administrative information and compliance processes consistently Reduce process execution © Missing Puzzle Piece Consulting, 2011 11 time
    • Social Media and Collaborative Technologies Blogs Micro- Social Collaboration blogging Networking Instant Document Wiki Virtual Community of Messaging Mgmt Meeting PracticeCommon Communica- Quick, Communica- Quick, Everyone Everyone Facilitating Organizationalbusiness tion across status-type tion immediate who should who should global/ virtual learningproblem functions, communicati communicat have access have access teams Sharing/ Sharingsolved teams, on across ion among to a to the finding Reducing travel expertise depts, functions, colleagues document information expertise costs stakeholder teams, has access has access groups departments Reduces Reduces , stakeholder confusion confusion groups caused by caused by emailing emailing documents documents Sharing Sharing information information Timely Timely creation and creation and updating of updating of information information © Missing Puzzle Piece Consulting, 2011 12
    • Knowledge Management Roadmap Evolve Use Implement Design/ •Change Mgmt Develop/ Test Select •Processes technology •Metrics Resolve: Analyze: •Policies •Knowledge &Collect: •Human, process flows Social, and•Business •Metrics Intellectual Processes Capital Best •Strategic•Information Practices Goals Flows •Governance•Organization Strategy and Plan•IT Strategy and Plan © Missing Puzzle Piece Consulting, 2011 13
    • SUPPORTING ACTIVITIES © Missing Puzzle Piece Consulting, 2011 14
    • Governance Inputs© Missing Puzzle Piece Consulting, 2011 15
    • Governance Outputs© Missing Puzzle Piece Consulting, 2011 16
    • Governance Committee Department 1 Department Department 7 2 KM GovernanceDepartment Department 6 Chair 3 Department Department 5 4 © Missing Puzzle Piece Consulting, 2011 17
    • Change Management• Organizational impact management• Stakeholder and sponsor management• Communication: planning and management• Training: planning and management © Missing Puzzle Piece Consulting, 2011 18
    • CASE STUDIES © Missing Puzzle Piece Consulting, 2011 19
    • Case Studies 1/2Case Study KM Technology KM Implementation Results, if knownAutomotive Manufacturer Knowledge Base Successful Improved product quality Reduced structural costs Improved time to market Commercial OTS system provided functionality, and other requirements specifiedBovis Lend Lease Hybrid of Expertise Successful Saved money and mitigated risk Location and Knowledge Improved the sales process Base Better integration of the company’s global operationsConocoPhillips Communities of Practice Successful Functional excellence, including safety, decreased environmental impact, reduced lost productionEnvironmental Company Document Management Unsuccessful and then Increased number of users using the system successful by 50%, saved their million dollar investmentFinancial Institution, IT Department Document Management Unsuccessful Lost VP support, project shelvedHigh Technology Company #1 Enterprise Content Successful Significant ROI on technology investment, Management validated by external 3rd party 6500+ employees participating in knowledge sharing © Missing Puzzle Piece Consulting, 2011 20
    • Case Studies 2/2Case Study KM Technology KM Implementation Results, if knownHigh Technology Company #2 Portal Unsuccessful Marketing process aligned with portal design, but lost management support and not implemented.ICICI Bank Enterprise Content Successful KM processes became the way they worked. ManagementMultinational Fast Moving Consumer Communities of Practice Successful In the first five years sales in the small retailGoods Company sales channel in the 12 emerging markets trebled, while profits have more than doubled.Osler, Hoskin & Harcourt Portal Successful User acceptance of the platform because they were involved at each step of the process and a technology was selected that met their requirements.Ontario Council of Agencies Serving Enterprise Content In progress Making progress implementing the strategy,Immigrants Management and but constrained by resources. CollaborationPharmaceutical Company Portal Unsuccessful Project failed due to alienation of stakeholders and lack of participation of users.Professional Services Firm Enterprise Content Unsuccessful Project failed because management could not Management, accept that technology wasn’t the answer, Communities of practice, that people and process needed to be CRM integrated into the solution. © Missing Puzzle Piece Consulting, 2011 21
    • Thank You!© Missing Puzzle Piece Consulting, 2011 22