Back on the road or still in the garage?
A Case Study on collaborative work in car repairs at SKODA Germany
>> Case Study
>>
3
Agenda
1. Enterprise 2.0 as second chance for KM?
2. Information architecture
3. Use case at our customer Skoda
Social / E2.0 – many interpretations
source: wordle.net
>>
5
Enterprise 2.0 as second chance for KM?
Knowledge Management
Creation of
knowledge pools
Enterprise 2.0
Knowledge sha...
>>
6
Reconsidering computer supported work (4C model)
Strengths of IBM
Connections
>>
7
Combination or the use of Enterprise 2.0 in
organizations
>>
8
Identify different types of use cases
Message
Looking for a hint
Develop an idea
Rate an idea
Assign a proposal
for a...
@SOCCNX
ACTIVITY - STREAM
Ab
c
.ppt
.xls
WIKI FORUM
IDEATION
BLOG
ACTIVITIESFILES
BLOG
>>
Establish an information architecture with IBM
Connections
Top-Down & Bottom-Up
- Formal
- Structured
- Planned
 TOP-D...
>> Information Architecture details
Top-Down & Bottom-Up
- Formal
- Structured
- Planned
 TOP-DOWN APPROACH
11
- Informal...
12
Our Customer Škoda Auto Deutschland GmbH
Technical Services dept.
… warranty & mobility
… fair dealing
… defect in pain...
>>
• Many companies often call the special know-how of the employees as one of the
major reasons for their long-term succe...
>>
• The project was an internal consideration of the general communication culture and
of all related internal processes....
Challenges of our customer
15
Demographical change
Highly qualified employees
with longterm experience
Increasing number o...
Looking into the request process
16
Technische Anfrage (nicht ODIS)
DissWissensressource
First Level SupportServicepartner...
Improving the process
17
Similar issues
have
similar solutions
research
creation
Requirements for a knowledge management database
18
Operations departmentSearch for cases
Give feedback
Incorrect cases
Ed...
WIKI
FORUM
IDEATION
BLOG
ACTIVITIES
FILES
BLOG
Operativer Bereich
Redaktioneller Bereich
Search for cases
Feedback option
...
Architectural overview
20
Social Software
WIKI
Search
Create
Search
Engine
CMS
Structured creation
Editorial process
Simil...
Search interface
21
Social Software
WIKI
Search
Create
Search
Engine
CMS
Full case description
All versions
All modificati...
1st Level Support: Search and Find
22
Request:
Battery light is flashing even
though the battery is full.
Display for batt...
Creation of cases
23
Social Software
WIKI
Search
Create
Search
Engine
CMS
Full case description
All versions
All modificat...
Solution:
 Solution description
 Comments
 Discussion
2nd Level Support: Creation of new cases
24
Problem:
 Customer d...
>>
25
Details on the implementation
Environment
• IBM Connections
• MSSQL, CMS (FirstSpirit)
• Search engine (IntraFind)
A...
>>
26
CMS details
>>
27
Search and Connections
>>
• The project has been run through a proof of concept phase (until May 2013).
• Skoda has decided to continue with the ...
29
Thank you / Vielen Dank
Merci / Grazie
Thomas Rickert - Back on the road or still in the garage? – A Case Study on collaborative work in car repairs at SKODA Ger...
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Thomas Rickert - Back on the road or still in the garage? – A Case Study on collaborative work in car repairs at SKODA Germany

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Thomas Rickert - Back on the road or still in the garage? – A Case Study on collaborative work in car repairs at SKODA Germany

  1. 1. Back on the road or still in the garage? A Case Study on collaborative work in car repairs at SKODA Germany >> Case Study
  2. 2. >> 3 Agenda 1. Enterprise 2.0 as second chance for KM? 2. Information architecture 3. Use case at our customer Skoda
  3. 3. Social / E2.0 – many interpretations source: wordle.net
  4. 4. >> 5 Enterprise 2.0 as second chance for KM? Knowledge Management Creation of knowledge pools Enterprise 2.0 Knowledge sharing Access to knowledge and experts Recognition of existing knowledge as an imporant ressource Efficient focussed enter-prise communication & reduced info overload Efficient knowledge transfer Participation of employees & open enterprise communication Creation of expert networks Increased awareness & transparency Higher innovation capability & future readiness earlier later later later Source: Michael Koch, Alexander Richter, Alexander Stocker Comparison of earlier and later knowledge management goals
  5. 5. >> 6 Reconsidering computer supported work (4C model) Strengths of IBM Connections
  6. 6. >> 7 Combination or the use of Enterprise 2.0 in organizations
  7. 7. >> 8 Identify different types of use cases Message Looking for a hint Develop an idea Rate an idea Assign a proposal for an event Discuss an idea Notify about a task Point to an idea Document Browse for „ProjectPlan.doc“ Edit a document Rate a picture Assign document to project Discuss content of a document Forward a document Send a link to a document Person Search a subject matter expert Add background info to your profile Project team review Tag person as an expert Add a comment to John Doe Introduce a new colleague Send a link to the profile of an expert Search Share Point Edit Evaluate Mark Clarify
  8. 8. @SOCCNX ACTIVITY - STREAM Ab c .ppt .xls WIKI FORUM IDEATION BLOG ACTIVITIESFILES BLOG
  9. 9. >> Establish an information architecture with IBM Connections Top-Down & Bottom-Up - Formal - Structured - Planned  TOP-DOWN APPROACH 10 - Informal - Unstructured - Spontaneous  BOTTOM UP APPROACH
  10. 10. >> Information Architecture details Top-Down & Bottom-Up - Formal - Structured - Planned  TOP-DOWN APPROACH 11 - Informal - Unstructured - Spontaneous  BOTTOM UP APPROACH ENTRY COMMUNITY CORPORATE #1 CORPORATE #n WORKSPACE WORKSPACE WORKSPACE EXPERTS EXPERTSAD-HOC ME MEME ME ME ME ME INTEREST INTEREST INTEREST AD-HOC SUPPORT INFOMGMT
  11. 11. 12 Our Customer Škoda Auto Deutschland GmbH Technical Services dept. … warranty & mobility … fair dealing … defect in paint work … audits Technical requests
  12. 12. >> • Many companies often call the special know-how of the employees as one of the major reasons for their long-term success. That applies also to ŠKODA AUTO Deutschland GmbH, the official importer of Czech ŠKODA AUTO a.s., Mladá Boleslav, one of the oldest car manufacturers in the world. Cars are manufactured since 1905, initially under the name L&K. Since 1929 all produced vehicles bear the today known company name and since 1991 the enterprise belongs to the VW Group. • Then as now the internal knowledge is an important factor for the existence and development of the company. To preserve this know-how the ŠKODA AUTO Deutschland GmbH started an optimization of internal communication in corporation with FRITZ & MACZIOL. Target was the bundling of existing information and the implementation of a comprehensive and sustainable knowledge management. 13 A case study to collaborative work in car repair at SKODA Auto Deutschland GmbH
  13. 13. >> • The project was an internal consideration of the general communication culture and of all related internal processes. During the assessment of the status quo, numerous opportunities for optimization in several departments has been identified. • This was mainly the case for all departments which are direct in contact with customers and the approximately 1,500 affiliated dealers, e.g. first-level support, technical service center, warranty department as well as the team who is responsible for audit and damages to the paintwork. These departments hadn’t access to a shared knowledge base so far and didn’t make use of FAQ for the quick search of answers to previously asked questions. • In addition to that, a systematic backup or an exchange of know-how among employees didn’t exist so far, information is stored only on drives of the respective personal computer. For example, if an employee left the company, his expertise was permanently lost and accordingly training for new colleagues was complex. 14 Identifying the project
  14. 14. Challenges of our customer 15 Demographical change Highly qualified employees with longterm experience Increasing number of requests due to increasing market share and technical complexity Partners and business demand for shorter reaction and solution time for requests Detached from core processes No consistent search function Department solutions (islands) for knowledge management No systematic and consistent knowledge storage Long ways of communication between departments
  15. 15. Looking into the request process 16 Technische Anfrage (nicht ODIS) DissWissensressource First Level SupportServicepartner usw. Technisches Service Center ServicepartnerServicepartner Anfrage an ST stellen Anfrage prüfen & vervollständigen Anfrage bearbeiten Lösung prüfen Anfrage schließen · Ticket/Anfrage erzeugen ErzeugenKonsumierenErzeugenKonsumieren ElsaPro · TPIs · RLF (ElsaPro) · Handbuch Service Technik (HST) · Arbeitspositionskatalog · Feedback-Monitor Händler Portal · Anfrage wird semantisch und syntaktisch geprüft · ggfs. Korrektur einfordern · Weiterleitung an zuständige Person anhand Baugruppe (Kürzelvergabe) · Erstellung & Kommunikation des Lösungsvorschlags an SP · Lesen der geprüften Anfrage · Überprüfung des Lösungsvorschlags · Bestätigung der Lösung bzw. Schließung des Tickets · Keine funktionierende Lösung, Weiterleitung an Kompetenzcenter · Ggfs. Alternative Lösung einfordern ElsaPro Händler Portal ElsaPro Händler Portal HST2 Noticeable problems • No recognition of reoccuring cases – meaning „double work“ • No standardized process for replying to requests • 1st and 2nd level support are always involved in a request • 1st level only does a plausibility check • There is no documentation of knowledge (creation) outside DISS • There is no way (i.e. platform) for knowledge exchange between 1st and 2nd level support • Service partners are only informed via TPIs (and ElsaPro). There is no knowledge transfer of known cases (not TPIs) to the service partners
  16. 16. Improving the process 17 Similar issues have similar solutions research creation
  17. 17. Requirements for a knowledge management database 18 Operations departmentSearch for cases Give feedback Incorrect cases Editorial department Create Modify Delete Approve Search Knowledge Management Database Creation of cases · Intuitive user interface for creating cases · Fixed structure for management of cases · Auto-completion for fields · Semantic check · Spell check and grammar check · Automatic versioning of old cases · Basic review / approval workflow Search for cases · Search for similiarities · Usage of meta data in search · Security model · Modification of search interface · Search for synonyms, technically-related words (vocabulary, ontology) Feedback function · Rating function for quality of solutions · Statistics for analyzing cases
  18. 18. WIKI FORUM IDEATION BLOG ACTIVITIES FILES BLOG Operativer Bereich Redaktioneller Bereich Search for cases Feedback option Wrong cases Create Modify Delete Approve Search Core business process delivers knowledge!
  19. 19. Architectural overview 20 Social Software WIKI Search Create Search Engine CMS Structured creation Editorial process Similarities Feedback functions Knowledge maps Functional checks Vocabulary, ortography Automatic Metadata Auto-completion Full tagging Grammatical check Functional check Collaboration adopted optimized consolidated improved Full case description All versions All modifications Transparency Research Explicit knowhow
  20. 20. Search interface 21 Social Software WIKI Search Create Search Engine CMS Full case description All versions All modifications Transparency Research Explicit knowhow Search
  21. 21. 1st Level Support: Search and Find 22 Request: Battery light is flashing even though the battery is full. Display for battery load status Problem: Battery light is flashing voluntary Display for battery load status > Functionality > Activated unwarranted Detection of similarity Derive solution Possible solution: - Check wiring harness - Repair cable Feedback, if solution is correct Solution: Wiring harness abrased at the retainer for air filter (besides MSG) Cable will be repaired and protected against recurrence of abraise Increase global similarity matter Global similarity matter = Average local similarity of all meta data
  22. 22. Creation of cases 23 Social Software WIKI Search Create Search Engine CMS Full case description All versions All modifications Transparency Research Explicit knowhow Create
  23. 23. Solution:  Solution description  Comments  Discussion 2nd Level Support: Creation of new cases 24 Problem:  Customer description  Customer coding  Garage coding  Activities/work executed Wiki Problem description consists of meta data:  Structured information  Non-structured information Solution description consists of text that can be modified / entered by all users  Solution can be rated by all users  Comments can be added to the solution  Discussions can be started relating to a case
  24. 24. >> 25 Details on the implementation Environment • IBM Connections • MSSQL, CMS (FirstSpirit) • Search engine (IntraFind) Activities • Analysis • Architecture design • Concept • Implementation • Development UI Techn. Interfaces / adapter
  25. 25. >> 26 CMS details
  26. 26. >> 27 Search and Connections
  27. 27. >> • The project has been run through a proof of concept phase (until May 2013). • Skoda has decided to continue with the solution 28 Status and next steps
  28. 28. 29 Thank you / Vielen Dank Merci / Grazie

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