Aligning People, Process and Technology            in Knowledge Management     SIKM Community Teleconference           Feb...
Agenda•   Introduction•   Approach•   Roadmap•   Technologies•   Case Studies                   © Missing Puzzle Piece Con...
Who am I?                      • Accountant and IT                        Management by education                      • K...
Knowledge ManagementDefinition• Connecting people to the knowledge they  need to do their jobs whether that knowledge  is ...
Approach                 PeopleTechnology                        Process    © Missing Puzzle Piece Consulting, 2012       ...
Business-IT Alignment© Missing Puzzle Piece Consulting, 2012   6
Knowledge Management Roadmap                                                                                              ...
Which technology to pick?• What problem are you trying to solve?• What challenge are you trying to overcome?              ...
Categories of KM Technologies                    Unstructured Knowledge                    •Domain Knowledge Wikis        ...
Knowledge Management Technology          Organization/                           Business Intelligence/ Data Warehouse    ...
Enterprise Technologies, Structured                                                and Unstructured Knowledge             ...
Enterprise Technologies,                                                                     Unstructured Knowledge       ...
Social Media and Collaborative                                                             Technologies              Blogs...
Knowledge Management Roadmap                                                                                              ...
CASE STUDIES          © Missing Puzzle Piece Consulting, 2012   15
Case Studies 1/2Case Study                             KM Technology             KM Implementation        Results, if know...
Case Studies 2/2Case Study                            KM Technology              KM Implementation       Results, if known...
Thank You!© Missing Puzzle Piece Consulting, 2012            18
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Aligning people process and technology in km sikm presentation

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Aligning people process and technology in km sikm presentation

  1. 1. Aligning People, Process and Technology in Knowledge Management SIKM Community Teleconference February 21, 2012 © Missing Puzzle Piece Consulting, 2012 1
  2. 2. Agenda• Introduction• Approach• Roadmap• Technologies• Case Studies © Missing Puzzle Piece Consulting, 2012 2
  3. 3. Who am I? • Accountant and IT Management by education • KM consultant by choice • 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, 2012 3
  4. 4. Knowledge ManagementDefinition• Connecting people to the knowledge they need to do their jobs whether that knowledge is tacit or explicit © Missing Puzzle Piece Consulting, 2012 4
  5. 5. Approach PeopleTechnology Process © Missing Puzzle Piece Consulting, 2012 5
  6. 6. Business-IT Alignment© Missing Puzzle Piece Consulting, 2012 6
  7. 7. 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, 2012 7
  8. 8. Which technology to pick?• What problem are you trying to solve?• What challenge are you trying to overcome? © Missing Puzzle Piece Consulting, 2012 8
  9. 9. 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, 2012 9
  10. 10. 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. © Missing Puzzle Piece Consulting, 2012 10
  11. 11. 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, 2012 11
  12. 12. 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, 2012 12 time
  13. 13. 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, 2012 13
  14. 14. 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, 2012 14
  15. 15. CASE STUDIES © Missing Puzzle Piece Consulting, 2012 15
  16. 16. 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, 2012 16
  17. 17. 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, 2012 17
  18. 18. Thank You!© Missing Puzzle Piece Consulting, 2012 18
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