Sharing Microsoft Services KM initiative at APQC KM Conference April 10th 2014

1. KM Strategy, Execution
& Culture
Sharing Microsoft Services KM Initiative
Knowledge Management Conference
APQC - April 10th, 2014
Jean-Claude Monney
Global KM Lead
Microsoft Services

2. Microsoft
Services @
a glance
75%
of Fortune 1,000
Companies served
191 countries
46 languages
20,000+
Microsoft Services
employees worldwide
LARGEST
Division within
Microsoft
6,000+
Consultants &
Architects
5,000+
Support Professionals
© Copyright 2014 Microsoft
Mission
Lead and serve our
customers and partners
as they realize their full
potential through
Microsoft Devices and
Services

3. Common
Company
Challenges To respond to customers and
marketplaces with greater relevance and
immediacy*.
How to lead through accelerated change
and greater complexity and uncertainty?
*2013 IBM 1,500 CEO survey © Copyright 2014 Microsoft

4. Finance
© Copyright 2014 Microsoft

5. Products
© Copyright 2014 Microsoft

6. Strategy
© Copyright 2014 Microsoft

7. Knowledge
Collaboration
as durable competitive advantage
© Copyright 2014 Microsoft

8. Knowledge Collaboration Culture
© Copyright 2014 Microsoft

9. Why is KM so strategic at Microsoft Services?
Knowledge re-use is
critical to increase
productivity, predictability
& quality
Knowledge Collaboration
as durable competitive
advantage
Information is commodity,
our knowledge is our
intellectual capital
Knowledge sharing
to cope with faster
innovation cycles
At Microsoft Services,
Knowledge is our Business, it is what we sell
© Copyright 2014 Microsoft

10. Reduced
delivery time
Predictable quality
& effort
Increased business
performance
$
Effective knowledge
retention
Reduced ramp time
for new in role
Effective leverage
of innovation
Just-in time
readiness
Some key Knowledge Management values
© Copyright 2014 Microsoft

11. Microsoft KM Vision:
Instant, Relevant
Knowledge in Context
© Copyright 2014 Microsoft

12. Microsoft
Services
KM Goal:
KM 100%
3
100% of
Customers
100%
Time
100%
Microsoft
Knowledge
© Copyright 2014 Microsoft

13. Microsoft Services Knowledge Management Strategy
Organizational
Artifacts
Organizational
Knowledge
Personal
Knowledge
Customer
Artifact
Projects
and Services
Organizational
IP
Tacit
Knowledge
Communities of
Practice KM Programs KM Tools
Explicit
Knowledge
© Copyright 2014 Microsoft

14. Knowledge Culture
3
Collaboration Culture
2
The need for a
cultural
hierarchy
Exhibiting common behaviors
Sharing a common language
Establishing a sense of identity
Connecting proactively
Leveraging the communities
Thinking Globally – Acting Locally
Learning from all experiences
Re-using collective knowledge
Sharing knowledge, exposing expertise
Services Culture
(Services Foundational Principles)
1
© Copyright 2014 Microsoft

15. KM Strategic
Framework
KM Goals & Metrics
KM Technology & Tools
KM ServicesKM Principles
Strategy
© Copyright 2014 Microsoft

16. KM Goals
and Metrics
Microsoft Services example
Microsoft Services KM goals
KM100%3
IP re-use
IP sharing
IP innovation
IP ratings
…
LOB & Country Goals
IP ROI
Faster and more competitive proposals
Proactive Lead/Opportunity Generation
Delivery Quality and Sustainability
People Readiness
Community participation
…
Metrics
Activity
Adoption
Value
© Copyright 2014 Microsoft

17. KM Metrics
Roadmap
KHI
(Knowledge Health
Index)
KDI
(Knowledge
Discovery Index)
IP Reuse
Mobile Apps
Usage
Sentiment
Analysis
KVI
(Knowledge Value
Index: Correlation
for Wins, Risks,
Opportunities, etc..)
IP ROI
Activity Adoption Value
CHI
Community Health
Index)
IP Activity
reports by
individuals
(Download, sharing,
rating)
KM platform
usage reports
(Visits, search, sites,
etc…)
TodayPlanned
© Copyright 2014 Microsoft

18. KM Principles
Nonaka’s Model of
Knowledge Creation
and Transformation (EXTERNALIZATION)
e. g. Best practice report
(INTERNALIZATION)
e. g. Configuration guide
(COMBINATION)
e. g. Wikipedia
(SOCIALIZATION)
e. g. Conversations
© Copyright 2014 Microsoft

19. Knowledge
Principles:
DIKW
Hierarchy and
Organization
Wisdom
Knowledge
Information
DataUnstructuredStructured
Wisdom
© Copyright 2014 Microsoft

20. KM Services
for KM
Culture
Sample
Culture of
Knowledge
KM Behavioral Analytics Community Events
KM Maturity
Assessment & PlanningRecognition
© Copyright 2014 Microsoft

21. KM Analytics:
Example of
KM reports
© Copyright 2014 Microsoft

22. KM Analytics
for Culture
Example:
Community
Health Index
Generic Index
Growth
Responsiveness
Posts
Liveliness
Interaction
Specific Index
SME approved IP
Community IP
© Copyright 2014 Microsoft

23. KM
Behaviorial
Analytics
© Copyright 2014 Microsoft

24. KM Maturity
Assessment &
Planning
(sample)
Area Maturity
1
Maturity
2
Maturity
3
Maturity
4
Maturity
5
Financial Management Assessed
Target
Policy & Process Compliance Assessed
Target
Capability and Capacity Planning Assessed
Target
Portfolio Health Tracking Assessed
Target
Knowledge Management Assessed
Target
Partner and Subcontractor Assessed
Target
Customer Satisfaction Assessed
Target
Practice Technical Capability Assessed
Target
© Copyright 2014 Microsoft

25. KM Services
for Explicit
Knowledge
Samples
Explicit
Knowledge
$
© Copyright 2014 Microsoft

26. © Copyright 2014 Microsoft

27. IP Standards
IP categorizations
IP publishing
Reference models
Taxonomies
KM maturity model
…
KM Services
for Explicit
Knowledge:
IP Standards
Sample
IP Governance
IP standards
27
© Copyright 2013 Microsoft

28. Tacit
Knowledge
KM Services
for Tacit
Knowledge
© Copyright 2014 Microsoft

29. KM Services for
Explicit
Knowledge:
IP Re-use
Analytics
IP Re-use analytics using Microsoft SQL Semantic DB
© Copyright 2014 Microsoft
This is the ultimate IP ROI measure using Big Data technics!

30. KM Services:
Worldwide
Communities
of Practice
IndustryArchitectureTechnical
Worldwide
Communities
Business
9,235 10,099 10,865 11,764
13,805
17,106
FY2009 FY2010 FY2011 FY2012 FY2013 FY2014*
6,000
12,000
18,000
Unique Members
Key outputs:
Knowledge
Sharing &
Collaboration
IP Maturity &
Innovation
Knowledge
Retention
Organizational
Readiness
* As of Feb 2014© Copyright 2014 Microsoft

31. KM Services
for Tacit
Knowledge
Communities
of Practice
In a world of constant
innovation acceleration
you are as good as
your trusted network!
© Copyright 2014 Microsoft

32. KM
Collaboration
Technology
& Tools*
* Sample, not exhaustive list
SharePoint/O365
My site
Search
ECM
BI
Collaboration sites
Portals
Blogs
Wiki
Yammer
Collaboration in
context, Internal
& External
Exchange
Messaging
SQL, Excel, PowerView
BI and reports
Lync
Interactive document
collaboration, Inter &
External
Audio, video, presence
Office
Outlook
Word
OneNote
PowerPoint
…
These are some technology foundation for:
Company –wide KM platform
Company–wide IP repository
Project collaboration
Team collaboration
Community collaboration
Profiling & Personalization
Discovery
…
Azure
Storage
LOB apps
…
OneDrive
Sync Devices with cloud
Supported by architecture and standards for:
Taxonomy
IP categorization
IP Publishing
Templates, forms
Telemetry
…
Dynamics CRM/xRM/Netbreeze
KM for customer services with social BI
© Copyright 2014 Microsoft

33. //Campus:
Microsoft
Services KM
platform*
*Based on SharePoint 2010
and FAST search. Moving to
O365, SkyDrive Pro and
Azure
© Copyright 2014 Microsoft

34. KM Programs
WW Communities KM Platform & ToolsKM Services
© Copyright 2014 Microsoft

35. KM Platform
and Tools.
The new
Campus
Reimagined
Personalized &
intuitive user
experience
Integrated with
user work style
Device and
Services centric
Industry leading
KM Solution
Reference
KNOWLEDGE
© Copyright 2014 Microsoft

36. Knowledge
Collaboration
Mgt
IP Life Cycle
Mgt
Knowledge
Discovery
Innovation
Mgt
Expertise &
Skills Mgt
Reputation &
Gamification
Mgt
IP Artifacts and Knowledge Based Reference Systems
Community
Mgt
Integration
Services
BI
Services
User eXperience
Microsoft Services New KM Platform Features
© Copyright 2014 Microsoft

37. Critical
Success
Factors
© Copyright 2014 Microsoft

38. KM Initiative
Lessons
Learned
KM is 80% process & people, 20% technology
CoP are the brain and the nerves of KM
Connectivity & Discovery are paramount
Focus on behavior correlations
Change agents and change management
Keep overall design simple for agility/scalability
© Copyright 2014 Microsoft

39. © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other
countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond
to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the
date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION
Contact:
jemonney@microsoft.com
www.microsoft.com/microsoftservices
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other
countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond
to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the
date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION