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Building a Collaborative Culture at GE
Daniel Ranta – GE Executive Leader
June 2019
daniel.ranta@ge.com
2
Today’s Conversation
• 100% Crowdsourced
• What to Double-Down on?
• Our Team / Operating Model
• Our Governance
1) Business Value
2) Culture / TRUST / Engagement
• GE Communities (our approach)
• Technology / Processes
• Window Shopping
• Demo: User Experience – you decide
GE’s KM Program is
100 Percent
Crowdsourced
Governance Materials – Our Foundation
To Scale Collaboration Effectively
~1,500
members
~1,700
DiscussionItems
26
Workgroups
~190
Governance
Articles
Our Program is 100% Crowdsourced
3
Governance
Business Value / Priorities
Methodology
Consistency
Processes
Enablement
“Less is More”
Taxonomy
Expertise / CTHs
Capabilities
Social Capital
“Circulatory System”
Career Development
Curation
TRUST
People
Leadership
Problem Solving
Tacit to Explicit
GE Wiki
Retaining Knowledge
R I G H T K N O W L E D G E T O T H E R I G H T P E O P L E A T T H E R I G H T T I M E
Individuals Community Capabilities
4
What to Double-Down on?
Business-driven
Knowledge is a profit center. Collective knowledge,
as an intangible asset, has grown to become a
significant portion of S&P 500 market
capitalization—from 17% to 84%.
Impactful, purposeful collaboration
Unlike other KM approaches, we are people-
centered with a focus on enabling and promoting
expertise and tacit knowledge exchanges.
Dynamic knowledgecommunities
Our KM approach is centered on the success of
what we have implemented at GE. We guide our
customers to leverage our methods and learn from
our results.
Knowledge Sharing (KM) implementation that
builds on work being done in other businesses
across GE with a focus on connecting people,
both internal and external, to leverage our
collective GE expertise.
 Reuse
 Collaboration
+Decision Making
 Cost
 Rework
+Productivity
~130k
members
~170
GE communities
~31,000
Discussion items
~39,000+
wiki articles
$35M+
GE savings
~16,500+
taxonomy topics
GE-wide KM Program – our Strength is OUR TEAM
5
O U R G E - w i d e K M T E A M O U R R E S U L T S F O R G E O U R B U S I N E S S V A L U E
KNOWLEDGE
COMMUNITY
HOME
ASK &
DISCUSS
LIBRARY FOR
CONTENT
(findability)
EXPERTISE
IDENTIFICATION
MISSION-BASED
WORKGROUPS
ENTERPRISE-
WIDE WIKI
Niskayuna + Bangalore + Slovakia
Making Global Connections
Contact us: KMteam@ge.com
SHARING.GE.COM
6
SHARING.GE.COM | KM BUSINESS LEADERS
(Business Focus – Less is More)
We measure process flows in the context of employee
connections. This sociogram shows collaboration and is
based on actual knowledge exchanges featuring
problem solving within our GE communities.
We advise that connected brokers are more “valuable,”
while all types of brokering is positive.
People Process Flows
7
Connected brokers Standalone brokers
Traditional Knowledge System
(serendipitous)
HOPE
Community-Based GE KM Solution
(systematic)
TRUST
Helpful
Practices
Discussions
Expertise
Database
At GE, we leverage experience-based knowledge daily.
People and Leadership
KNOWLEDGE
COMMUNITY
HOME
ASK AND
DISCUSS
LIBRARY FOR
CONTENT
(findability)
EXPERTISE
IDENTIFICATION
MISSION-BASED
WORKGROUPS
ENTERPRISE-
WIDE WIKI
• KM Team Operating
Model
• Collaborative Culture
• Business Alignment
and Measurement
• KM Rewards and
Recognition
• Knowledge
Communities
• Technology and
Process Enablement
• Content/Wiki
• Expertise ID
• KM Communication /
Training & Awareness
Key
communication
items including
blog, newsfeed,
featured member
recognition, wiki
summary, events,
latest questions,
success stories,
RSS Feeds,
community
leadership
Peer-to-Peer
problem solving
and broad-based
learning.
Featuring tags to
drive right
knowledge to
right people
(experts) at the
right time – the
“killer app”
Features a
custom
taxonomy that
provides
“aboutness” to
help organize,
find, and re-use
knowledge
content – browse
and search
Expertise Pipeline
of sanctioned
experts and others
with Expertise per
community
member
nominations with
data consumed by
company profiles
Dynamic
environment for
the retention of
critical
knowledge and
the protection of
our intellectual
capital –
enterprise-wide
encyclopedia
Mission-based
Teams that
accomplish
specific project
work in an open or
closed site /
environment that
requires intense
collaboration
COMPANY-WIDE
KM STRATEGIC
ROADMAP
A L L D R I V E N & O R G A N I Z E D B Y T A X O N O M Y / C A P A B I L I T I E S
GE Communities – Our Approach
9
Transactional Members
Learners
Internal
Customers
Task TaskTaskTaskTask
Project ProjectProjectProject
Target TargetTarget
Leaders
Engineers
Project
Managers
Chief
Engineers
Foundation
Module –
GE Communities
Peripheral Members
GE Businesses
Extended Members
Seekers Givers
Active Members
Sponsor Experts
core members
ModeratorsLeaders
Readers
Knowledge-workers
Curation Role
Producibility Community
Expertise / CTHs exist in all Groups / Rings
We ensure each GE Community has
the Right Membership
We support Teams, but COMMUNITY is KEY
1
~ 2 0 0 + G E C O M M U N I T I E S W I T H
~ 1 5 0 K M E M B E R S E N G A G E D B Y 2 0 2 0 ( ~ 6 0 K E N G I N E E R S )
11
>130K+ Active
COLLABORATION CONTEXTCONSTITUENTS COMMUNICATION CONTENT
All GE Businesses
Adopted
Productivity
BusinessValue
Costs & Quality
Dynamic environment for the retention of
critical knowledge and the protection of our
intellectual capital – enterprise-wide
encyclopedia – GE-Wide
GE ImpactfulCollaboration
Engagement is Sanctioned at the Chief
Engineering Office Level
Measurable Business Value is Mandatory
GE Wiki
GE Communities
GE COMMUNITIES
Facilitate “Impactful” Collaboration
• Connect People/Problem Solving/Broad-based
• Learning (sister community sharing)
• Cross-Business/Discipline Sharing/Share Surgically
Retain and Re-use Critical Knowledge
• Turn Tacit into Explicit/Collect and Capture
• Organize/Filter/Retain/Find/Re-Use
Manage and Elevate Expertise
• Locate and Leverage GE Expertise - CTHs
• Reward and Recognize/Find Expertise in Context
Learning / Continuous Improvement
• Team with GE employees/CTHs (across GE)
• Access Existing Content/GE Wiki/LessonsLearned
• Enable Mission-basedTeams/Innovative Behaviors
Enhance Content and Search / Findability
• Organize with Taxonomy for Context
• Find Content/Knowledge with Intuitive Ease
• Presence Awareness for Contextual Knowledge
C O L L A B O R A T I O N S E R V I C E S
Our Collaboration Services map to Benefits and People
“ D I S R U P T I V E P R O C E S S E S , A P P R O A C H E S A N D T E C H N O L O G I E S S T A R T W I T H N O
E C O S Y S T E M A N D N O W H O L E P R O D U C T S , A N D T H E Y E N D U P B E I N G S T A N D A R D
I N F R A S T R U C T U R E T H A T R U N S T H E W O R L D . ” – G E O F F R E Y A M O O R E , T H E C H A S M G R O U P
Our GE KM Technology Platform has matured fast over the last 3 years. In our extensive benchmarking
activities with other companies, we have not seen a more comprehensive, complete KM ecosystem. We
continue to make improvements based on user feedback.
First
implementation,
“Science Project”
Services lead
Early Market
Visionaries
From Project to
Product for specific
Use cases
Recipe lead
Repeatable
across multiple
companies
Product
Standard Recipes,
Minimized services
Repeatable
across multiple
segments
Platform
Significant Market
Share
High volume and
High margins,
Eco-system
Infrastructure
Commoditized
Technology,
Open Source
Hidden, below
Innovation
and growth frontier
TODAY
1 2 3 4 5
12
Product Roadmap – Our Technology & Processes
GE Collaboration – the journey to a comprehensive
people-centric / agile ecosystem
GE
Communities
(KM Sites)
GE Wiki
(includes
WaaS)
Lessons
Learned /
Process
Governance
(GE Wiki)
Ideation /
Innovation
Platforms
Mentor
Connect
Discover
Connections
(CTHs &
Expertise)
University
Pages / RSS
Feeds /
Newsletters
T = Taxonomy-Enabled
T
T
T
TT
T
T
GE Communities are made up of groups of GE
professionals facing similar work challenges and
learning opportunities.
• 170+ Knowledge Sharing Communities form a
centerpiece of GE’s collaboration and learning
Ecosystem.
• The outer ring shows other people enablers all linked
and enabled by Community taxonomies / capabilities.
• Fully scalable / expandable to functional groups.
Creating the Agile Organization
Leading performance, innovation
and engagement through people
connections!
13
GE KM PROGRAM | KM OUTCOMES / RESULTS
GE KM Lead - Position Description (Job Requirements from the Original Job Description from December 2015)
KM Implementation Progress /
Results (June 2019)
Establishingan enterprise vision and strategy for the KM implementationthat leverages the work being done in other parts of the company
but with the same overall purpose of connecting people, both internal and external, and expertise. Impactfulcollaboration.
Operational ●
Identifyingand eliminating existing knowledge sharing roadblocks Operational ●
Fostering a culture of knowledge capture and sharing within the function of Technology in order to enhance speed and competitive advantage Active ◕
Helping to leverage the expertise of knowledge communities and Subject Matter Experts in a way that is far more impactful than present
processes provide
Operational ●
Working with experts in library science to ensure the digital curation of data effectivelydrives the delivery of new knowledge, findings and
news important to the function
Operational ●
Driving employee engagement across Businessesand locations Operational ●
Understandingthe tools, platforms and approaches which will allow the vision for KM to be fully realized Operational ●
Working with the Engineering Leaders Council and their designated experts to shape the execution game plan and implement it in an
acceleratedmanner.
Active ◕
Establishingcommunities of practice which connect design boards across GE businesses and external collaboration partners with moderated
content via a collaboration platformwhich meets the needs of all key stakeholders.
Operational ●
Collaborating with the Human Resources function to build and leverage the HR systems needed to make the enterprise vision and strategy a
reality.
Forming ◐
Working closely with the Legal function’s IntellectualProperty experts with the goal of enabling documentationsharing across organizations
while preserving the protection of data.
Operational ●
Working with Corporate InformationTechnology team to establish “GE Search” as effective method for initiatingemployee collaboration
efforts.
Forming ◐
NEW (as of Jan 2019): Productizingour KM Services that are in place at GE - selling KM externally (full commercializationmodel) Fully Operating
Maturity Key Operational
● Active
◕ Forming
◐ Ad Hoc
◔ No Activity
○
Thank you ALL
Comments are welcome at:
Daniel.Ranta@GE.com

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Live Tour: Knowledge Sharing at GE (Daniel Ranta)

  • 1. Building a Collaborative Culture at GE Daniel Ranta – GE Executive Leader June 2019 daniel.ranta@ge.com
  • 2. 2 Today’s Conversation • 100% Crowdsourced • What to Double-Down on? • Our Team / Operating Model • Our Governance 1) Business Value 2) Culture / TRUST / Engagement • GE Communities (our approach) • Technology / Processes • Window Shopping • Demo: User Experience – you decide
  • 3. GE’s KM Program is 100 Percent Crowdsourced Governance Materials – Our Foundation To Scale Collaboration Effectively ~1,500 members ~1,700 DiscussionItems 26 Workgroups ~190 Governance Articles Our Program is 100% Crowdsourced 3
  • 4. Governance Business Value / Priorities Methodology Consistency Processes Enablement “Less is More” Taxonomy Expertise / CTHs Capabilities Social Capital “Circulatory System” Career Development Curation TRUST People Leadership Problem Solving Tacit to Explicit GE Wiki Retaining Knowledge R I G H T K N O W L E D G E T O T H E R I G H T P E O P L E A T T H E R I G H T T I M E Individuals Community Capabilities 4 What to Double-Down on?
  • 5. Business-driven Knowledge is a profit center. Collective knowledge, as an intangible asset, has grown to become a significant portion of S&P 500 market capitalization—from 17% to 84%. Impactful, purposeful collaboration Unlike other KM approaches, we are people- centered with a focus on enabling and promoting expertise and tacit knowledge exchanges. Dynamic knowledgecommunities Our KM approach is centered on the success of what we have implemented at GE. We guide our customers to leverage our methods and learn from our results. Knowledge Sharing (KM) implementation that builds on work being done in other businesses across GE with a focus on connecting people, both internal and external, to leverage our collective GE expertise.  Reuse  Collaboration +Decision Making  Cost  Rework +Productivity ~130k members ~170 GE communities ~31,000 Discussion items ~39,000+ wiki articles $35M+ GE savings ~16,500+ taxonomy topics GE-wide KM Program – our Strength is OUR TEAM 5 O U R G E - w i d e K M T E A M O U R R E S U L T S F O R G E O U R B U S I N E S S V A L U E KNOWLEDGE COMMUNITY HOME ASK & DISCUSS LIBRARY FOR CONTENT (findability) EXPERTISE IDENTIFICATION MISSION-BASED WORKGROUPS ENTERPRISE- WIDE WIKI Niskayuna + Bangalore + Slovakia Making Global Connections Contact us: KMteam@ge.com SHARING.GE.COM
  • 6. 6 SHARING.GE.COM | KM BUSINESS LEADERS (Business Focus – Less is More)
  • 7. We measure process flows in the context of employee connections. This sociogram shows collaboration and is based on actual knowledge exchanges featuring problem solving within our GE communities. We advise that connected brokers are more “valuable,” while all types of brokering is positive. People Process Flows 7 Connected brokers Standalone brokers
  • 8. Traditional Knowledge System (serendipitous) HOPE Community-Based GE KM Solution (systematic) TRUST Helpful Practices Discussions Expertise Database At GE, we leverage experience-based knowledge daily. People and Leadership
  • 9. KNOWLEDGE COMMUNITY HOME ASK AND DISCUSS LIBRARY FOR CONTENT (findability) EXPERTISE IDENTIFICATION MISSION-BASED WORKGROUPS ENTERPRISE- WIDE WIKI • KM Team Operating Model • Collaborative Culture • Business Alignment and Measurement • KM Rewards and Recognition • Knowledge Communities • Technology and Process Enablement • Content/Wiki • Expertise ID • KM Communication / Training & Awareness Key communication items including blog, newsfeed, featured member recognition, wiki summary, events, latest questions, success stories, RSS Feeds, community leadership Peer-to-Peer problem solving and broad-based learning. Featuring tags to drive right knowledge to right people (experts) at the right time – the “killer app” Features a custom taxonomy that provides “aboutness” to help organize, find, and re-use knowledge content – browse and search Expertise Pipeline of sanctioned experts and others with Expertise per community member nominations with data consumed by company profiles Dynamic environment for the retention of critical knowledge and the protection of our intellectual capital – enterprise-wide encyclopedia Mission-based Teams that accomplish specific project work in an open or closed site / environment that requires intense collaboration COMPANY-WIDE KM STRATEGIC ROADMAP A L L D R I V E N & O R G A N I Z E D B Y T A X O N O M Y / C A P A B I L I T I E S GE Communities – Our Approach 9
  • 10. Transactional Members Learners Internal Customers Task TaskTaskTaskTask Project ProjectProjectProject Target TargetTarget Leaders Engineers Project Managers Chief Engineers Foundation Module – GE Communities Peripheral Members GE Businesses Extended Members Seekers Givers Active Members Sponsor Experts core members ModeratorsLeaders Readers Knowledge-workers Curation Role Producibility Community Expertise / CTHs exist in all Groups / Rings We ensure each GE Community has the Right Membership We support Teams, but COMMUNITY is KEY 1
  • 11. ~ 2 0 0 + G E C O M M U N I T I E S W I T H ~ 1 5 0 K M E M B E R S E N G A G E D B Y 2 0 2 0 ( ~ 6 0 K E N G I N E E R S ) 11 >130K+ Active COLLABORATION CONTEXTCONSTITUENTS COMMUNICATION CONTENT All GE Businesses Adopted Productivity BusinessValue Costs & Quality Dynamic environment for the retention of critical knowledge and the protection of our intellectual capital – enterprise-wide encyclopedia – GE-Wide GE ImpactfulCollaboration Engagement is Sanctioned at the Chief Engineering Office Level Measurable Business Value is Mandatory GE Wiki GE Communities GE COMMUNITIES Facilitate “Impactful” Collaboration • Connect People/Problem Solving/Broad-based • Learning (sister community sharing) • Cross-Business/Discipline Sharing/Share Surgically Retain and Re-use Critical Knowledge • Turn Tacit into Explicit/Collect and Capture • Organize/Filter/Retain/Find/Re-Use Manage and Elevate Expertise • Locate and Leverage GE Expertise - CTHs • Reward and Recognize/Find Expertise in Context Learning / Continuous Improvement • Team with GE employees/CTHs (across GE) • Access Existing Content/GE Wiki/LessonsLearned • Enable Mission-basedTeams/Innovative Behaviors Enhance Content and Search / Findability • Organize with Taxonomy for Context • Find Content/Knowledge with Intuitive Ease • Presence Awareness for Contextual Knowledge C O L L A B O R A T I O N S E R V I C E S Our Collaboration Services map to Benefits and People
  • 12. “ D I S R U P T I V E P R O C E S S E S , A P P R O A C H E S A N D T E C H N O L O G I E S S T A R T W I T H N O E C O S Y S T E M A N D N O W H O L E P R O D U C T S , A N D T H E Y E N D U P B E I N G S T A N D A R D I N F R A S T R U C T U R E T H A T R U N S T H E W O R L D . ” – G E O F F R E Y A M O O R E , T H E C H A S M G R O U P Our GE KM Technology Platform has matured fast over the last 3 years. In our extensive benchmarking activities with other companies, we have not seen a more comprehensive, complete KM ecosystem. We continue to make improvements based on user feedback. First implementation, “Science Project” Services lead Early Market Visionaries From Project to Product for specific Use cases Recipe lead Repeatable across multiple companies Product Standard Recipes, Minimized services Repeatable across multiple segments Platform Significant Market Share High volume and High margins, Eco-system Infrastructure Commoditized Technology, Open Source Hidden, below Innovation and growth frontier TODAY 1 2 3 4 5 12 Product Roadmap – Our Technology & Processes
  • 13. GE Collaboration – the journey to a comprehensive people-centric / agile ecosystem GE Communities (KM Sites) GE Wiki (includes WaaS) Lessons Learned / Process Governance (GE Wiki) Ideation / Innovation Platforms Mentor Connect Discover Connections (CTHs & Expertise) University Pages / RSS Feeds / Newsletters T = Taxonomy-Enabled T T T TT T T GE Communities are made up of groups of GE professionals facing similar work challenges and learning opportunities. • 170+ Knowledge Sharing Communities form a centerpiece of GE’s collaboration and learning Ecosystem. • The outer ring shows other people enablers all linked and enabled by Community taxonomies / capabilities. • Fully scalable / expandable to functional groups. Creating the Agile Organization Leading performance, innovation and engagement through people connections! 13
  • 14. GE KM PROGRAM | KM OUTCOMES / RESULTS GE KM Lead - Position Description (Job Requirements from the Original Job Description from December 2015) KM Implementation Progress / Results (June 2019) Establishingan enterprise vision and strategy for the KM implementationthat leverages the work being done in other parts of the company but with the same overall purpose of connecting people, both internal and external, and expertise. Impactfulcollaboration. Operational ● Identifyingand eliminating existing knowledge sharing roadblocks Operational ● Fostering a culture of knowledge capture and sharing within the function of Technology in order to enhance speed and competitive advantage Active ◕ Helping to leverage the expertise of knowledge communities and Subject Matter Experts in a way that is far more impactful than present processes provide Operational ● Working with experts in library science to ensure the digital curation of data effectivelydrives the delivery of new knowledge, findings and news important to the function Operational ● Driving employee engagement across Businessesand locations Operational ● Understandingthe tools, platforms and approaches which will allow the vision for KM to be fully realized Operational ● Working with the Engineering Leaders Council and their designated experts to shape the execution game plan and implement it in an acceleratedmanner. Active ◕ Establishingcommunities of practice which connect design boards across GE businesses and external collaboration partners with moderated content via a collaboration platformwhich meets the needs of all key stakeholders. Operational ● Collaborating with the Human Resources function to build and leverage the HR systems needed to make the enterprise vision and strategy a reality. Forming ◐ Working closely with the Legal function’s IntellectualProperty experts with the goal of enabling documentationsharing across organizations while preserving the protection of data. Operational ● Working with Corporate InformationTechnology team to establish “GE Search” as effective method for initiatingemployee collaboration efforts. Forming ◐ NEW (as of Jan 2019): Productizingour KM Services that are in place at GE - selling KM externally (full commercializationmodel) Fully Operating Maturity Key Operational ● Active ◕ Forming ◐ Ad Hoc ◔ No Activity ○
  • 15. Thank you ALL Comments are welcome at: Daniel.Ranta@GE.com