Aad Streng discusses the evolution of knowledge management tools at Philips Electronics over the past 10 years. He describes how the initial "Yellow Pages" directory evolved to connect people to both information and to other people within the large Philips organization. This led to the development of the Connect Suite tools to better facilitate sharing, learning, and collaboration across the company. Streng advocates for an approach that places people at the center and recognizes that knowledge management is as much about connecting people as it is connecting them to information.

1. Aad Streng, Philips Electronics
November 8, 2010
From Philips Yellow pages to People Finder
and beyond……..10 years of experience in
leveraging people’s knowledge

2. How it all began….

3. How it all began….
THE QUESTION
“Who can help me with………….?”
“In this vast Philips organization there
must be at least one person who is able to
help me!”

4. Experiences with best practices
• Experts love to share but have difficulties
accepting bp’s from others: no learning!
• A lot of recognition for sharing, but less
recognition for learning.
Standard approach is: Connect people to the right
data and information. [Intranet, databases, libraries]
How it all began….

5. But...
there is no-one who will implement a
good idea without consulting the owner.
Hence...
it is at least as important to connect
people to people than to connect people
to information.
Thus...
How it all began….

6. Customer Perception of Value
Product Quality X Brand Image
Similar for information...
Perception of Value of Information =
Content Quality X Credibility of Owner
Perception of Value….
How it all began….

7. Visibility
Sharing
Learning
Levels in Knowledge Management
No Company wide sharing
without creating visibility
No optimum level of
learning without
Company wide sharing
Yellow pages in Knowledge Management
How it all began….

8. Yellow Pages QUALITIES
CONNECTING
efficiency
pleasure
sharing
exploration
belonging
How it all began….

9. My profile
How it all began….

10. •All contributions are stored in such a way that they
can be retrieved and viewed easily, through
searching and browsing
Taxonomy
How it all began….

11. Members can publish links, Best Practice
or ask questions.
•Link
•Best practice
•Question
Types of contributions
How it all began….

12. •Contributions can be rated by
other members.
•Contributions can
be forwarded to
others members.
Forward, Rate & comment
How it all began….

13. And since then…. overwhelming possibilities !

14. 1414
We have to deal with……
Source: Adidas

15. Some learnings….
• It starts and ends with people.
• People always choose for the path of least
resistance.
• Different people have different problem solving
and learning styles.
• Tap as much as possible from sources that are
maintained well.
• Create exciting features that surprise people.
• Internet possibilities drive company demand.

16. Sharing knowledge – the challenge…….

17. Two kinds of people….
• Square and round.
• Searchers and browsers.
• Excel and Word
• SharePoint and web viewers
• …

18. Law of the large numbers.
(Wisdom of crowds)
The value of information increases exponentially
with the increase of the number similar kinds of
knowledge buckets.

19. 19
Value Space
People Excellence
- It’s all about people! -
Where we are now….

20. Three domains
Make sure people can
share & find explicit
knowledge
Automatic push of
explicit knowledge
based on peoples
profile or application
preferences
Share good practices, find
experts and ability to ask
questions to them (from
tacit to explicit)
(1) People To
Content
(2) Content To People (3) People To People

21. 21
Keeping and bringing Knowledge management,
Connecting People and Collaboration together

22. Connect Share
Connect Mail
Empower the end-user thru our Connect Suite
22
Connect Chat
Connect Call
C’Webmeeting
Web MeetingCall / Chat
Meeting Workspace
RSS FeedsCalendarEmail
Share & PublishSearch
Applications
TasksDocuments Notes
Workflow
Connect Meeting
81049 users
34 rooms in 2010
MySite
MyLinks
TasksDocuments Notes

23. 23
People Excellence
in action
- Towards a new people centered Intranet -

24. 24
Did you know?
Finding people is
the most used
functionality on the
Philips Intranet
Finding information can
cost us EUR 1.1bln per
year in productivity costs
per year
67% believe there are
colleagues that can help
them do their job better
39% say they have
difficulty locating
the right people
25% frequently go
outside their
department to seek
or share knowledge
38% don’t get asked
for their help and
information

25. 25
New Philips Search

27. Connect Suite, People
Finder, Search
(tagging/rating), Blog’s,
Communities, Wiki
Add enterprise
microblogging as a
first step, move
external groups to
this community
One
Platform
based on
SharePoint
2010
Social Roadmap “Philips Enterprise” (Internal)
Search
Microblog/
Social
One
Portal
Work
Flow
People
Finder
Libraries
IPS
Intranet
Scattered Media and
Social Media landscape
Step 1: Introduce First True Social
Component: Enterprise Microblogging
Step 2: Absorb
“Microblog/Social” in Next
Generation Intranet
Yammer, LinkedIn
(External uncontrolled/uninfluenced)
Functional
Conversations

28. A first step – Connect Us, Microblogging

29. 29