This document provides an introduction to aligning knowledge management strategies with people, processes, and technology. It begins with defining knowledge management and describing an approach that considers all three elements. The presenter then provides an overview of various knowledge management technologies and how they can address different types of knowledge and business problems. Specific technologies discussed include business intelligence, customer relationship management, learning management systems, and expertise location tools. Case studies are also mentioned.

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Aligning
People,
Process
and
Technology
in
Knowledge
Management:
an
introduc�on
KM
Middle
East
March
12,
2014
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Agenda
Introduc�on
Approach
Roadmap
Technologies
Case
Studies
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Who
am
I?
Accountant
and
IT
Management
by
educa�on
KM
consultant
by
voca�on
Chief
Chaos
Organizer
at
Missing
Puzzle
Piece
Consul�ng,
Knoco
franchisee
4
yrs
KM
Program
Manager
in
HP
10+
yrs
as
consultant
to
a
variety
of
organiza�ons
including
BMO,
HSFO,
Kodak,
HP,
Zenon
Environmental,
OSC,
CIBC,
Calgary
Stampede,
ENEC,
PIND
Based
in
Toronto
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What
is
knowledge
management?
Connec�ng
people
to
the
knowledge
they
need
to
do
their
jobs
whether
that
knowledge
is
tacit
or
explicit
Crea�ng
an
organiza�on
that
learns
from
its
experiences
and
improves
Said
another
way…
KM
is
the
process
through
which
organiza�ons
generate
value
from
their
intellectual
and
knowledge-­‐based
assets
“Knowledge
management
is
the
leveraging
of
the
organiza�on’s
collec�ve
wisdom
(know-­‐how)
by
crea�ng
systems
and
processes
to
support
and
facilitate
the
iden�fica�on,
capture,
dissemina�on
and
use
of
the
organiza�on’s
knowledge
to
meet
its
business
objec�ves.”
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Approach
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People
Process
Technology
Business-­‐IT
Alignment
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Collect:
• Business
Processes
• Informa�on
Flows
• Organiza�on
Strategy
and
Plan
• IT
Strategy
and
Plan
• Change
Mgmt
Analyze:
• Human,
Social,
and
Intellectual
Capital
Best
Prac�ces
• Change
Mgmt
Resolve:
• Policies
• Knowledge
&
process
flows
• Metrics
• Strategic
Goals
• Governance
• Change
Mgmt
Select
technology
• Change
Mgmt
Design/
Develop/
Test
• Info
Architecture
• Policies
and
Procedures
• Governance
• Change
Mgmt
Implement
• Change
Mgmt
• Processes
• Metrics
Use
• Change
Mgmt
Evolve
• Change
Mgmt
Knowledge
Management
Roadmap
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Which
technology
to
pick?
What
problem
are
you
trying
to
solve?
What
challenge
are
you
trying
to
overcome?
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Categories
of
KM
Technologies
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Unstructured
Knowledge
• Domain
Knowledge
Wikis
• Blogging
• Communi�es
of
Prac�ce
• Collabora�on
• Document
and
Content
Management
• Portal
Semi-­‐structured
Knowledge
• Lessons
Learned
Database
• Yellow
Pages/
Exper�se
Loca�on
Structured
Knowledge
• Configura�on
Management
Database
Search
Business
Intelligence/
Data
Warehouse
Context
Organiza�on/
Enterprise
Group/team
Individual
Scan,
Map
Capture,
Create
Package,
Store
Share,
Apply
Transform,
Innovate
Learning
Management/eLearning
ECM
Component
Content
Management
Portal
Records
Management
Document
Capture
Communi�es
of
Prac�ce,
Exper�se
loca�on
Social
Media
Adapted
from:
Knowledge
Managements
by
Despres
and
Chuvel,
Journal
of
KM,
vol
3,
no.
2
1999,
p119.
Knowledge
Management
Technology
Collabora�on
CRM,
Contact
Centre,
Incident
Management/Helpdesk
eDiscovery
Search
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Enterprise
Technologies,
Structured
and
Unstructured
Knowledge
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Business
Intelligence
and
Data
Warehouse
Customer
Rela�onship
Management
Contact
Centre
Incident
Management/
Helpdesk
Learning
Management
System/
eLearning
Exper�se
Loca�on
Common
business
problem
solved
Be�er
decisions
making
at
all
levels:
strategic,
opera�onal,
and
tac�cal
Ensure
sales
staff
have
current
informa�on
for
customer
interac�ons
Standardize
and
streamline
sales
and
marke�ng
processes
Track
and
analyse
marke�ng
campaigns
Improve
customer
experience
for
service
and
support
Improve
customer
loyalty
Reduce
cost
of
customer
support
Enable
IT
to
quickly
iden�fy
and
resolve
service
outages
Establish
a
historical
record
of
service
outages
and
incidents
as
well
as
their
resolu�ons
for
reuse
and
analy�cs
Provide
single
point
of
contact
Tracks
IT
efforts
and
provide
visibility
into
service
support
Administer
and
track
employee
training
records
Deliver
training
and
test
par�cipant
learning
Locate
experts
within
the
organiza�on
and
enable
them
to
collaborate
Reduce
duplica�on
of
effort
Reduce
the
threat
of
communica�on
breakdown
Reduce
�me
to
find
Subject
Ma�er
Experts
(SME’s)
Enterprise
Technologies,
Unstructured
Knowledge
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Records
Management
Component
Content
Management
Content/
Document
Management
(ECM)
Imaging,
Forms,
Document
Capture
Search
Portal
Workflow
eDiscovery
Common
business
problem
solved
Compliance
Management
Produc�vity
enhancement
Risk
Management
Improve
document
quality,
consistency,
and
standardiza�on
Increase
produc�vity
in
crea�ng
content
Streamline
document/
content
update
process
Central
place
to
go
for
documents
Improve
accessibility
regardless
of
loca�on
Improve
document
lifecycle
management
Increase
reuse
of
documents/
informa�on
Reduce
paper
Reduce
storage
costs
of
paper
Standardize
data
collec�on
(through
forms)
Streamline
processes
Improve
informa�on
retrieval
Central
place
to
go
for
informa�on
and
access
to
systems
Improve
compliance
to
processes
Improve
efficiency
through
consistency
and
standardiz-­‐
a�on
Improve
the
ability
to
execute
administra�ve
and
compliance
processes
consistently
Reduce
process
execu�on
�me
Improve
security
of
informa�on
Reduce
li�ga�on
costs
Reduce
risk

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Social
Media
and
Collabora�ve
Technologies
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Blogs
Micro-­‐
blogging
Social
Networking
Collabora�on
Instant
Messaging
Document
Mgmt
Wiki
Virtual
Mee�ng
Community
of
Prac�ce
Common
business
problem
solved
Communica-­‐
�on
across
func�ons,
teams,
depts,
stakeholder
groups
Quick,
status-­‐type
communica�
on
across
func�ons,
teams,
departments
,
stakeholder
groups
Communica-­‐
�on
Sharing/
finding
exper�se
Quick,
immediate
communica
�on
among
colleagues
Everyone
who
should
have
access
to
a
document
has
access
Reduces
confusion
caused
by
emailing
documents
Sharing
informa�on
Timely
crea�on
and
upda�ng
of
informa�on
Everyone
who
should
have
access
to
the
informa�on
has
access
Reduces
confusion
caused
by
emailing
documents
Sharing
informa�on
Timely
crea�on
and
upda�ng
of
informa�on
Facilita�ng
global/
virtual
teams
Reducing
travel
costs
Organiza�onal
learning
Sharing
exper�se
Collect:
• Business
Processes
• Informa�on
Flows
• Organiza�on
Strategy
and
Plan
• IT
Strategy
and
Plan
Analyze:
• Human,
Social,
and
Intellectual
Capital
Best
Prac�ces
Resolve:
• Policies
• Knowledge
&
process
flows
• Metrics
• Strategic
Goals
• Governance
Select
technology
Design/
Develop/
Test
Implement
• Change
Mgmt
• Processes
• Metrics
Use
Evolve
Knowledge
Management
Roadmap
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CASE
STUDIES
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Case
Studies
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Case
Study
KM
Technology
KM
Implementa�on
Results,
if
known
Environmental
Company
Document
Management
Unsuccessful
and
then
successful
Increased
number
of
users
using
the
system
by
50%,
saved
their
million
dollar
investment
Financial
Ins�tu�on,
IT
Department
Document
Management
Unsuccessful
Lost
VP
support,
project
shelved
High
Technology
Company
#1
Enterprise
Content
Management
Successful
Significant
ROI
on
technology
investment,
validated
by
external
3rd
party
6500+
employees
par�cipa�ng
in
knowledge
sharing
Is
your
Technology
aligned
with
your
People
and
Processes?
Have
you
got
the
right
technology?
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Thank
You!
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