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Knowledge Management @ Work

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  1. 1. Knowledge Management@Work ASPectx 10407 Christina Court Louisville, KY 40223 www.aspectx.com [email_address] (502) 254-9757 (502) 254-9793
  2. 2. What We’ll Cover <ul><li>Definition </li></ul><ul><li>Some case examples </li></ul><ul><li>Benefits </li></ul><ul><li>Drawbacks </li></ul><ul><li>Impact on competitive intelligence </li></ul>
  3. 3. Just a Buzz Word? <ul><li>“Intellectual capital,” not buildings but the people in them </li></ul><ul><li>“The art of creating value from an organization’s intangible assets” </li></ul><ul><li>“Turning corporate information into actionable knowledge.” </li></ul><ul><li>“The transfer of knowledge across an organization” </li></ul>
  4. 4. Two Approaches Computer solution People solution
  5. 5. KM Is Real <ul><li>“Trusted” information inside an organization </li></ul><ul><li>Information with “context” </li></ul><ul><li>Captures a need when: </li></ul><ul><ul><li>Uncertain business climate </li></ul></ul><ul><ul><li>Rapid staff turnover </li></ul></ul><ul><ul><li>Being “smart” pays dividends </li></ul></ul>
  6. 6. Buckman Laboratories <ul><li>Specialty chemicals, $400 million per year revenue </li></ul><ul><li>1,273 employees worldwide </li></ul><ul><li>All are linked by “K-Netix,” developed by Buckman </li></ul><ul><li>Concept is end of 10 years of work on knowledge sharing </li></ul>
  7. 7. Components <ul><li>Discussion forums on CompuServe backbone </li></ul><ul><li>Lotus Notes with its Internet server for “documents” and “data” </li></ul><ul><li>Next step: link customers with lab’s inventory and order system </li></ul>
  8. 8. Buckman System CompuServe Buckman Labs Internet
  9. 9. A Pragmatic Approach <ul><li>Use commercial off-the-shelf software </li></ul><ul><ul><li>Lotus Notes </li></ul></ul><ul><ul><li>CompuServe </li></ul></ul><ul><li>Internet “option” </li></ul><ul><li>Make a part of the workplace </li></ul>
  10. 10. The Benefits <ul><li>It works </li></ul><ul><li>Clear separation of “internal system” and “Internet system” </li></ul><ul><li>Information moves </li></ul><ul><li>Collaboration possible within the organization </li></ul><ul><li>Relatively easy to set up and maintain </li></ul>
  11. 11. What do we mean by “ knowledge”? What are our sources? Who has access to what? What technology do we need?
  12. 12. What Most Organizations Have Financial information systems Sales / marketing information systems Electronic files Paper documents
  13. 13. Answer: What Must Occur Software and systems that integrate separate work activities
  14. 14. Choices for Data Aggregation Leading to Knowledge <ul><li>Application Service Providers (ASPs)--Small to Medium Biz Use </li></ul><ul><li>Enterprise Resource Planning (ERPs)--Large Govt. & Corp. </li></ul><ul><li>B-to-B Ecommerce Exchanges--Buyer/Sellers </li></ul><ul><li>Vertical Portals with Intranet/Extranet Capability--Trade Associations </li></ul>
  15. 15. SageMaker – Portal Engine <ul><li>$18 million in venture funding </li></ul><ul><li>Wall Street data center </li></ul><ul><li>Access to 6,500 text and data sources </li></ul><ul><li>Internet technology / browser-based </li></ul><ul><li>Leader in “vortals” – vertical portals </li></ul><ul><ul><li>World Bank (apps, data, text) </li></ul></ul><ul><ul><li>International Monetary Fund (real time data, transactions) </li></ul></ul><ul><ul><li>Union Oil (competitive intelligence) </li></ul></ul>
  16. 16. SageMaker … Knowledge Management <ul><li>Bus based architecture (main transmission path) </li></ul><ul><li>Plug in application and content components </li></ul><ul><li>Based on industry standard </li></ul><ul><li>XML — Extensible Markup Language </li></ul><ul><li>Standard browser front-end ... thin client </li></ul><ul><li>Lower costs, flexibility, scalability </li></ul>
  17. 17. SageWavePersonalized Interface
  18. 18. Licensed B-to-B Content
  19. 19. Benefits of Knowledge <ul><li>Better knowledge of customer and faster response to his / her needs </li></ul><ul><li>Know the competition and more effective actions in the market </li></ul><ul><li>Know industry measurement and sustain a fair valuation </li></ul><ul><li>Know your employees and mobilize to meet changing demand </li></ul>
  20. 20. 1. Sales and Marketing <ul><li>Dow Chemical. 25,000 patents in a database used by all divisions--transfers to new brands </li></ul><ul><li>Outokumppu-Finland. Applied knowledge of construction of plants to new business model. Increased revenues </li></ul>
  21. 21. 2: Improve sales with “intelligence” <ul><li>Benetton, Italy. Produces “mass-customized” apparel to fit latest trends. React to customer “actions” </li></ul><ul><li>Ritz Carlton. Staff required to note information from every personal encounter with guest. Data on guests are stored for next visit pampering. </li></ul>
  22. 22. 3: Improve Revenues by Leveraging Knowledge <ul><li>Skandia AFS, Sweden. Formal procedure to analyze startups of new financial products, reduced time to profit from 2 years to 6 months </li></ul><ul><li>WM-Data, Sweden. Links non-financial indicators to strategy--produces an intangible assets report annually. </li></ul>
  23. 23. 4: Grow Employee Expertise <ul><li>Honda. Given employees information outside their job area </li></ul><ul><li>Ernst & Young. Employee database matched to information from client calls. Hot tips are passed to people who need the information. </li></ul>
  24. 24. Other Options <ul><li>dataware.com </li></ul><ul><ul><li>(XML support and concept mining) </li></ul></ul><ul><li>salient.com </li></ul><ul><ul><li>(NT knowledge-based sales mgmt.) </li></ul></ul><ul><li>vergesoft.com </li></ul><ul><ul><li>(service company focus) </li></ul></ul><ul><li>waresource.com </li></ul><ul><ul><li>(Lotus Notes implementation) </li></ul></ul><ul><li>knowlix.com </li></ul><ul><ul><li>(includes call management tools) </li></ul></ul><ul><li>dkmsoft.com </li></ul><ul><ul><li>(rich media queries) </li></ul></ul><ul><li>revize.com </li></ul><ul><ul><li>( extranet publishing tools and content mgmt.) </li></ul></ul>
  25. 25. Web Wincite <ul><li>User supplies information </li></ul><ul><li>Links fields of intelligence </li></ul><ul><ul><li>Audit cards--source and importance </li></ul></ul><ul><ul><li>Posted notes--comments added by users </li></ul></ul><ul><ul><li>References--files and related web sites </li></ul></ul><ul><ul><li>Multiple report options </li></ul></ul>
  26. 28. Suggested Planning for KM <ul><li>1. Appoint a Chief Knowledge Officer (CKO) </li></ul><ul><li>2. Conduct an enterprise-wide Knowledge Audit to determine the organization’s “knowledge management readiness.” </li></ul><ul><li>3. Implement a “Knowledge Management System” </li></ul><ul><ul><li>groupware, doc management, search engine, tracking </li></ul></ul><ul><li>4. Use KM methodology to achieve a specific business objective </li></ul><ul><li>5. Start an enterprise KM education program </li></ul><ul><li>6. Create or find a directory of subject matter experts </li></ul>
  27. 29. Success Stories <ul><li>Booz, Allen & Hamilton--a 5,550 employee management and technical consultancy with revenues of $1.28Bn </li></ul><ul><ul><li>Claims 3-year savings of $21.2M, an ROI of 1,389%, by using knowledge management to better deploy its professional services staff </li></ul></ul>
  28. 30. Success Stories <ul><li>Texas Instruments avoided spending $500M on a new silicon fabrication facility by leveraging internal knowledge of best practice in its existing plants </li></ul><ul><li>Skandia Insurance was able to set up its new office in Mexico in six months whereas previously it had expected this task to take seven years </li></ul>
  29. 31. Conclusions <ul><li>Large data flows require software solutions </li></ul><ul><li>Knowing about customers and competitors drives the business </li></ul><ul><li>A spur to new ways of doing business </li></ul><ul><li>Computers and information technology part of the environment </li></ul>
  30. 32. Suggested Reading <ul><li>The Knowledge Creating Company by Ikjiro Nonaka and Hirotaka Takeuchi </li></ul><ul><li>Intellectual Capital: The New Wealth of Organizations by Thomas Stewart </li></ul><ul><li>www.apqc.com--The American Productivity and Quality Council, a non-profit trade association; white paper-- If We Only Knew What We Know </li></ul><ul><li>Business Researcher’s Interest (Brint)-- www.brint.com/OrgLrng.htm </li></ul>