The document discusses managing knowledge and the "why" behind decisions and processes. It addresses how knowledge management can help capture strategic rationales and tacit knowledge across multiple projects over time. Specifically, it discusses how knowledge management was used to capture customer needs and requirements at various levels of detail to help digital transformation efforts.

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Stuart French @DeltaKnowledge
Knowledge-based
Digital Transformation
Managing the “WHY”
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
Stuart French @DeltaKnowledge
?

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Stuart French @DeltaKnowledge
Standardized
Solu�ons
Custom
Solu�ons
Low
Volume
High
Volume
Co�age
Economy
Pre-industrial
Society
Industrial
Revolu�on
Knowledge
Economy A.I
Big Data
3D Prin�ng
Management
training
Stuart French @DeltaKnowledge
Find Answers
Understanding Problems

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Stuart French @DeltaKnowledge
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
ü
Artificial intelligence at work?
Less this More this
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Crea�ve Problem Solving Natural Language Analysis
Business Data
Digital Transforma�on
?

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Tacit
Knowledge
A. Strategic
B. Skills /
Experience
AI & Advanced Analy�cs Know-Why & Know-How
Business Data
Digital Transforma�on
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
Water Pressure
Water Pressure
Stuart French @DeltaKnowledge
We had captured the
information and lost the
knowledge

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Capturing Why
Discussed Recorded Implemented
Business Needs
Requirements
Solu�on
Conflicts
Resolu�ons
Stuart French @DeltaKnowledge
The world doesn’t end with your
project

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Stuart French @DeltaKnowledge
Isn’t this an IT issue?
SDLC
Spiral
XP
SCRUM
Lean Dev
Focuses on current project
Prototypes are be�er but focus s�ll on
capturing requirements
Focus on results, “Why” is o�en lost
Be�er Documenta�on / Single Project
Honest: “12. Never push LD beyond its
limits”
Stuart French @DeltaKnowledge
But the Business Analyst will do it!

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“I would have encoded the trees”
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Stuart French @DeltaKnowledge
Know-Why is a Knowledge
issue
Quite often, only a Knowledge Manager
will have both the perspective and the
mandate to ensure it can be managed
consistently across projects and the
breadth of the organisation.
Stuart French @DeltaKnowledge
What we did about it?

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Stuart French @DeltaKnowledge
Levels of Why
1. Customer exceptions & exemptions
2. General Business requirements
1. Internal
2. External
3. Legal & Regulatory requirements
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Discussion Forums
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Interviewing Project Managers

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Stuart French @DeltaKnowledge
Enabling Drivers at the Customer Site

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We modified them live in mee�ngs
When a need changed, we
reviewed them holis�cally
We didn’t get it perfect, but their
simplicity made them more useable
with non-technical people
Stuart French @DeltaKnowledge
Just one little change…

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Tender Teams
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Saving money with Vendors

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Some managers wouldn’t commit
Several large customers were s�ll
promised the impossible
Many small customer promises
required incompa�ble business
rule changes
It wasn’t all Roses
Stuart French @DeltaKnowledge
Find novel solu�ons
Handle special requests
Sense and respond to change
Resolve problems
Data processing
Task automa�on
Data analysis
Decision support
Informa�on
Support
Valida�on
Who does what best?

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Stuart French @DeltaKnowledge