Harnessing chaos to drive innovation

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Keynote presentation given to the Speechbobble 2nd Social Networking Customer Council Meeting

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Harnessing chaos to drive innovation

  1. 1. Harnessing Chaos to Drive InnovationSocial Networking Customer Council Meeting 2 March 23, 2012 © Missing Puzzle Piece Consulting, 2012 1
  2. 2. Agenda• Introduction• Encouraging Innovation• Process for organizing chaos and driving innovation• Case Study © Missing Puzzle Piece Consulting, 2012 2
  3. 3. Missing Puzzle Piece ConsultingOrganizing Chaos:The key to success isfocusing on people, process,and technology, not one,but all three and how thethree integrate and worktogether to provide superiorcollaboration, businessprocess, and decisionmaking results for theorganization. © Missing Puzzle Piece Consulting, 2012 3
  4. 4. INNOVATION © Missing Puzzle Piece Consulting, 2012 4
  5. 5. Innovation• The introduction of something new or different.• Creating, developing, accessing and rapidly deploying (new) knowledge. © Missing Puzzle Piece Consulting, 2012 5
  6. 6. How do you do this?© Missing Puzzle Piece Consulting, 2012 6
  7. 7. How to encourage innovation1. Processes and events to capture ideas, knowledge, experiences2. Supportive atmosphere3. Encourage risk taking and experimentation4. Promote openness between individuals and teams--share knowledge and experience5. Shared responsibility across the organization6. Reward innovation and celebrate success7. Look for imagination and creativity as well as diversity when recruiting new employees © Missing Puzzle Piece Consulting, 2012 7
  8. 8. ENCOURAGING INNOVATION THROUGHKNOWLEDGE MANAGEMENT © Missing Puzzle Piece Consulting, 2012 8
  9. 9. How to encourage innovation1. Processes and events to capture ideas, knowledge, experiences2. Supportive atmosphere3. Encourage risk taking and experimentation4. Promote openness between individuals and teams--share knowledge and experience5. Shared responsibility across the organization6. Reward innovation and celebrate success7. Look for imagination and creativity as well as diversity when recruiting new employees © Missing Puzzle Piece Consulting, 2012 9
  10. 10. 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 10
  11. 11. What activities are you going to choose to drive innovation?1. Business driven action learning2. Coaching and mentoring3. Communities of practice4. External assessment and benchmarking5. Knowledge capture from projects6. Knowledge exchange7. Knowledge harvesting from individuals8. Lessons learned9. Peer assists10. Project learning11. Training © Missing Puzzle Piece Consulting, 2012 11
  12. 12. Approach PeopleTechnology Process © Missing Puzzle Piece Consulting, 2012 12
  13. 13. Which technology to pick?• What problem are you trying to solve?• What challenge are you trying to overcome? © Missing Puzzle Piece Consulting, 2012 13
  14. 14. Chaos Organized© Missing Puzzle Piece Consulting, 2012 14
  15. 15. Business-IT Alignment© Missing Puzzle Piece Consulting, 2012 15
  16. 16. Knowledge Management Roadmap Evolve Use •Change Mgmt Implement •Change Mgmt Design/ •Change Mgmt Develop/ Test Select •Processes technology •Change •Metrics Resolve: Mgmt •Change Analyze: •Policies Mgmt •Knowledge &Collect: •Human, process flows Social, and•Business •Metrics Intellectual Processes Capital Best •Strategic•Information Practices Goals Flows •Change •Governance•Organization Mgmt •Change Strategy and Mgmt Plan•IT Strategy and Plan•Change Mgmt © Missing Puzzle Piece Consulting, 2012 16
  17. 17. Supporting 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 17
  18. 18. CASE STUDY © Missing Puzzle Piece Consulting, 2012 18
  19. 19. Multinational fast moving consumer goods (FMCG) company• The situation: the company operates in the fast moving consumer goods market, products like, snack foods, toothpaste, and other grocery and toiletry items. Their success in industrialized countries was not translating to the new markets in the developing economies like China, India, and Russia.• The decision: the Community of Purpose programme started off focused on the people and process side of the equation. The technology focused on connecting people to people to share experiences (a social application before social was common)• The result: In the first five years that the programme existed sales in the small retail sales channel in the 12 emerging markets trebled, while profits more than doubled. In the 10 years the program and supporting technology have been in place more than $1 billion have been added to the bottom line. © Missing Puzzle Piece Consulting, 2012 19
  20. 20. Harnessing Chaos to Drive Innovation Thank You!© Missing Puzzle Piece Consulting, 2012 20

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