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Knowledge communities unlocking share point 2010’s hidden value


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Paragon is an enterprise information management solutions company that helps firms leverage information assets to achieve better business results.

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Knowledge communities unlocking share point 2010’s hidden value

  1. 1. Paragon Solutions, Inc. Proprietary Knowledge Communities: Unlocking SharePoint 2010’s Hidden Value Improving Knowledge Sharing and Collaboration May 2011 Jim Kane Practice Lead: Collaboration & Knowledge Management, Paragon Solutions
  2. 2. Paragon Solutions, Inc. Proprietary - 2 - Paragon Solutions’ Introduction Corporate Facts • National Coverage • Global Clients • NJ Headquarters • Dual-shore Development • CAGR 20+% • Privately owned, 29-year history Paragon is an enterprise information management solutions company that helps firms leverage information assets to achieve better business results.
  3. 3. Paragon Solutions, Inc. Proprietary - 3 - Our Accelerators Deliver Rapid Time-to-Value and Lower Total Cost
  4. 4. Paragon Solutions, Inc. Proprietary - 4 - Agenda  Define Knowledge Communities  Review Examples of Knowledge Communities  Review a Process for Enabling and Implementing Knowledge Communities  Look at SharePoint 2010 Capabilities that Support Knowledge Communities  See a Demonstration of SharePoint 2010  Q&A
  5. 5. Paragon Solutions, Inc. Proprietary Knowledge Communities
  6. 6. Paragon Solutions, Inc. Proprietary - 6 - What are Knowledge Communities? Knowledge Communities are environments in which members share common objectives and goals. Communities are successful when members adopt behaviors that foster collaboration as well as creation and management of information (knowledge). Communities support making tacit knowledge explicit. Communities of Practice, Communities of Interest, Project Communities .. There are no strict definitions of types of communities … Use what works for your organization.
  7. 7. Paragon Solutions, Inc. Proprietary - 7 - Why Knowledge Communities in Life Sciences? Globalization, Mergers, Need for Speed, Innovation … the Life Sciences industry is experiencing unprecedented challenges. We have heard from our clients, and the problems are common across many organizations. We look at personal and business drivers. Who has experience in outsourcing management? How do I know this documentation is correct? I feel like I am re-inventing the wheel How do I interpret this Part 11 Guideline? I know I have heard about how to solve my problem .. I need to search for … Individual Drivers Business Drivers We keep repeating our mistakes We aren’t repeating our successes We lose too much knowledge when people leave or retire (Baby Boomers) We need to adapt to incoming workforce members It’s taking too long to develop new products We have experts everywhere and we don’t’ know who they are
  8. 8. Paragon Solutions, Inc. Proprietary - 8 - Knowledge Capture – A Key Goal of Knowledge Communities "Knowledge written and stored in computers is effectively only about 20% of what we know,“^ Tacit Knowledge is knowledge that is difficult to transfer to another person by means of writing it down or verbalizing it Explicit Knowledge is searchable, repeatable knowledge that managed by domain experts and user can collaborate on the value and use of the knowledge
  9. 9. Paragon Solutions, Inc. Proprietary - 9 - Knowledge Communities Enable “Many to Many” Detailed Simple Individual (One to One) Community (Many to Many) Discussions Wikis Instant Messaging Emails Tagging & Rating Bookmarks & RSS Search Personal Blogs Blogs Microblogs (Status Update) Profile Search Profile Updates Comments Documents Announcements Knowledge Communities provide a forum for enabling and capturing knowledge on very complex topics. Community Sweet Spot Tacit Explicit
  10. 10. Paragon Solutions, Inc. Proprietary Knowledge Community Examples
  11. 11. Paragon Solutions, Inc. Proprietary - 11 - The Power of Communities Source: APQC Target Value Proposition : Operational Excellence , create a more affordable business structure. Approach : Communities of Practice, Best practice replication process Results : In less than 6 years , 15000 ideas submitted , value realized ? over $1 billion. Target Value Proposition : Faster revenue growth, lower costs. Approach : CoP’s, central KM Managers, content management. Results : 10 fold increase in revenue with only 5 fold increase in employees. Target Value Proposition : Operational efficiency and service delivery to clients, Knowledge sharing culture. Approach : CoP’s, InTouch, service desks, content management, SME teams. Results : $200 million revenue created / saved , 95% reduction in technical query resolution. Annual investment of approx $50 million. Target Value Proposition : Decrease customer service costs Approach : Customer Portal, Customer knowledge repository Results : Number of test chips created decreased from 4.2 to 2.7 / Average reduction of 4.5 hours per color match / Savings of $2.25 million per year / Total investment unknown Target Value Proposition : Provide faster access to info, improve information mgmt improve sales leads Approach : Content Mgmt communities of practice Results : Increase number of sales leads / Increase in new product sales / Improved customer satisfaction scores / CM investment of over $3 million for start up, $8 million annually. Target Value Proposition : Create a single, global company /Reduce cycle time / “Too Fast to Follow” Approach : Global Networks (CoPs) / New ways of working / Letting the new guys into “Old Boy” networks / Transfer of best practices Results : $200 million/yr cost savings / Reduced number of wells / Increased facility uptime / Reduced design and planning errors / Total investment of approximately $4 million
  12. 12. Paragon Solutions, Inc. Proprietary - 12 - Knowledge Communities in Life Sciences • Connect global drug manufacturing subject matter experts to support critical problem-solving (powder compact, cleaning validation, packaging and labeling, etc.) • Connect global teams and people from newly merged organizations (scientists, clinical trial SMEs) • Enhance technology transfer between R&D and commercialization • Capture tacit (personal/not documented) knowledge and making it explicit (searchable, reusable) to support innovation in research and clinical operations • Make it easy for new employees to connect with team members and to collaborate on problems and content • Facilitate communities with JV partners, CROs and other external parties to foster and improve communications and collaboration
  13. 13. Paragon Solutions, Inc. Proprietary Enabling and Implementing Knowledge Communities
  14. 14. Paragon Solutions, Inc. Proprietary - 14 - Knowledge Community Enablement Communities Sponsorship Methodology Culture & Values Technology Governance Community Enablement is a methodical and flexible process designed to bring together people to function as a community and meet business objectives. Paragon takes a very holistic approach, focusing on key areas for maximum benefit Successful communities address individual needs, community needs and organizational needs • Corporate, Business, Community Sponsors and Objectives • Management Leadership • Individual Leadership • Phased • Roles, Types • Repeatable Model • Flexible to Fit Need • Empowered Team • Corporate Alignment • Evolution Management • Metrics • Information Architecture • Stewardship • Information Policies & Retention • Collaboration • Content Management • Search • Social Networking • Reporting • Portals (Aggregation) • Change Management • Adoption • Evangelism
  15. 15. Paragon Solutions, Inc. Proprietary - 15 - Governance: Communities and SharePoint 2010 Governance of Communities must tie in to existing information and personal conduct policies, as well as technology governance. Some lessons learned include: • Global privacy laws are much stricter than US laws so plan on tackling this issue early • Develop an auditing approach to help ensure communities are meeting their stated outcomes • Do not simply allow ad hoc creation of communities, have a governance model for enabling and implementation • Have a Steering Group support enablement and implementation • Decide early on intranet v. extranet communities and levels of governance required • Decide early on approach to approach for communities that require validated content
  16. 16. Paragon Solutions, Inc. Proprietary - 16 - Community Enablement Framework Setup Enrollment Adoption People, Cultures, and Behaviors Community Enablement Phases Community Establishment Project Phases ProjectPlan CommunicationPlan ChangeMgtPlan Establish Govern, Measure Supporting Technologies (SharePoint 2010) KM Strategy (Intent) Program Maturity Phase Process, Knowledge, and Technology Delivery Assess, Define & Plan Design & Startup Launch & Expand Grow & Evolve Paragon leverages a Community Enablement Framework, guided by subject-matter experts, proven methodologies and pre-defined templates to ensure effective program execution. New Users
  17. 17. Paragon Solutions, Inc. Proprietary - 17 - An Enablement Process Speeds Adoption of Communities Phase I Assess Define & Plan Phase II Design & Startup Phase III Launch & Expand Phase IV Grow & Evolve • Meet with Stakeholders • Form Design Team • Identify Key Drivers & Outcomes • Draft Initial Charter • Begin Community Design • Conduct Role-Based Training • Implement Communication & Change Mgt Plans • Complete Content Loading • Hold Soft Launch • Evaluate Feedback • Revise as Needed • Conduct Formal Release • Implement Goals and Measurement Scorecard • Implement Reward & Recognition Program • Grow Membership • Conduct Ongoing Outreach Events • Review/Update Charter • Capture Success Stories • Integrate with Other Communities • Contribute to Lessons Learned The Enablement Process is flexible, based on the size, scope and criticality of the community need; the process is guided by subject-matter experts and with templates and examples. The process addresses sponsorship, governance, technology, and cultural issues • Finalize Charter • I.D. Roles/Responsibilities • Develop Mrktg/Comm Plans • Develop Goals and Metrics • Design Reward/Recognition Plan • Complete Community Design • Build Capabilities and Load Content • Complete Change Mgt Plan • Conduct POC & Feedback • Prep for Launch
  18. 18. Paragon Solutions, Inc. Proprietary Knowledge Communities and SharePoint
  19. 19. Paragon Solutions, Inc. Proprietary - 19 - SharePoint 2010 SharePoint has always been an enabling technology for Knowledge Communities. SharePoint 2010 extends these capabilities for even greater support.  New Capabilities for Colleague Tracking  “Ask Me About” Notes  Community Notes  Enhanced My Site  Content Tagging and Commenting  Rating  Faceted Search  Organizational Browser  Enhanced Document Management Capabilities  Enhanced Wiki Capabilities
  20. 20. Paragon Solutions, Inc. Proprietary - 20 - SharePoint Provides Unique Connections Tags are added by the user in a community, and provide context to content. Tags tie together pieces that help people find others, find content, track content, and add to the community knowledge base. People CommunitiesMy Site Tag Pages Search • Pages • Libraries • Lists • Items • Documents • External Websites • My Sites • Tag Profiles • Images Life Sciences communities can tag content with domain specific terms that speed search, and help connect people to content. Tagged content is noted on a user’s My Site and may be public or private (for personal reference); people can find people via tags Tag pages are SharePoint sites automatically created; tag pages provide users multiple ways to work with tags Tags are indexed and available for search, and can be treated as managed properties User profiles highlight personal expertise, tags, and help connect people Communities provide a focus and take advantage of SharePoint capabilities like tags, wikis, blogs, discussion threads, profiles
  21. 21. Paragon Solutions, Inc. Proprietary - 21 - Microsoft Partners Enhance the Community Capabilities Companies like NewsGator provide extensions that enhance capabilities of SharePoint 2010 that support Communities • Enhanced User Interface • Social Site Templates • Micro blogging • Enhanced Activity Streams • Language Localization
  22. 22. Paragon Solutions, Inc. Proprietary Demonstration
  23. 23. Paragon Solutions, Inc. Proprietary - 23 - SharePoint 2010 Demonstration – A Knowledge Community Our demonstration scenario A few key points: • This is a demonstration environment, not a community from a company we have worked with • We are mostly focusing on the new capabilities in SharePoint 2010 that support communities Tim Smith is a new employee. He is a Study Manager in the Oncology Franchise authoring a new Protocol for a phase III Oncology study (ONCO1344). He is looking for templates, work from other trials, and information pertaining to which Central Labs are currently used for these kinds of studies. He has learned about a community that focuses on Clinical Trials within the organization, and has decided to reach out to the community to obtain some of the information he is seeking.
  24. 24. Paragon Solutions, Inc. Proprietary - 24 - The Value of Knowledge Communities  Information (Knowledge) is captured in context making it more valuable  A forum is provided to focus on specific business problems and outcomes  Behaviors that support innovation, problem-solving and collaboration are promoted and supported  People are provided a capability to “connect”  Both individual and corporate outcomes are addressed  Both individual and corporate outcomes are addressed  Younger workers are given the tools they know (social networking) but are focused to meet corporate needs  People are more empowered to succeed personally  Savings can be realized when savings are a defined outcome In Life Sciences knowledge has value at many levels. Communities can support researchers, project managers, clinical trial leaders and team members, pipeline management teams and more.
  25. 25. Paragon Solutions, Inc. Proprietary - 25 - Paragon Services – How Can We Help You?  Indentify Knowledge Community Candidates  Establish Business Case – Sponsorship, Outcome Visioning  Plan and Execute Community Enablement  Assess and Improve Existing Community Effectiveness  Design and Build SharePoint 2010 Community Sites and Capabilities (and Supporting Information Architecture, Governance, Training) Paragon has services and an “Enablement Methodology” that can help organizations take advantage of the value of Knowledge Communities. From strategy through enablement, Paragon has the experience, tools and knowledge to help make your effort successful. Services of interest include:
  26. 26. Paragon Solutions, Inc. Proprietary - 26 - Additional Information and Contacts New!! Paragon Solutions and Microsoft Co-Author Whitepaper Detailing SharePoint 2010 Compliance Enhancements .. Please visit our web site for additional information or contact: to receive a copy Paragon Solutions Contacts  Jim Kane, Practice Lead: Collaboration & KM: