Accenture Knowledge Management in Asia Pacific

Copyright © 2005 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

Accenture Knowledge Management in Asia PacificFebruary 2006

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Myrna BinamiraGovernment KM

• Myrna Binamira was hired into Accenture in 1995 as KM Director for the Government Knowledge Network. This team is the first such team in Accenture to be located in Asia Pacific.

• Before Accenture, Myrna spent almost 18 years as a Government employee, the last 8 of which holding the post of CIO for the Department of Agriculture. As CIO, she also managed the Department’s computer center facilities.

• When she left the Department of Agriculture, she joined the systems integration arm of a local company that sold Sun Systems. She spent one year with that company as their Software Director selling Microsoft, Lotus Notes and Sun software.

• In 2001, together with other colleagues in the industry, she co-founded the Knowledge Management Association of the Philippines. This is the first and only association of Knowledge Management professionals in the country.

• Myrna is married to Jesse and has 2 teenage children: Kuki who is 16 years old and plays in her school’s basketball team, and David who is 14 years old and is a Math wizard.

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Tanya BrincatFinancial Services KM

Tanya Brincat has been involved in Knowledge Management since its inception at Accenture in 1992. She spent 4 years at Accenture WHQ in Chicago working on the design, development and rollout of the core suite of databases to be made available on Accenture’s knowledge management system, the Knowledge XchangeTM.

Since 1996 Tanya has served as a Knowledge Manager for the Financial Services Operating Group. After spending one year with the Financial Services Knowledge Management team in New York, Tanya returned to her native Australia where she currently serves as the Financial Services Knowledge Management lead for Asia Pacific (responsible for the provision of knowledge equipping and knowledge harvesting services to the FS practice in Asia Pacific) and the Global Head of Banking Knowledge Management (responsible for managing all Banking related knowledge capital on Accenture’s Knowledge XchangeTM and for developing all internal banking global communications).

Prior to her Knowledge Management assignment at Accenture Tanya spent 4 years as a Management Consultant in Accenture's Change Management practice, where she specialised in instructional design.

Tanya holds a Bachelor of Behavioural Science from La Trobe University (Melbourne, Australia).

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Agenda

Accenture Overview

Financial Services Knowledge Management

Government Knowledge Management

Financial Services Case Studies

Government Case Studies

Knowledge Management Challenges

Accenture KM Direction/Goals/Future

Q&A

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Accenture OverviewAccenture differentiates itself as a global leader with unmatched capabilities, experience and relationships. We help clients architect and deliver solutions that create value.

• Over $15 Billion in Revenue• Over 117,000 Professionals in 46 Countries• 91 of the Fortune Global 100• Half of the Fortune Global 500• 350 startups and spin-offs

• Over $500M in R&D expenditures• Over $500M in Training expenditures

ConsultingMore than 90% of the world’s top companies benefit from our insights and solutions.

TechnologyOur experienced professionals bring the latest technology to deliver solutions, no matter how complex or risky.

OutsourcingUsing data networks and a suite of powerful online applications, we can help clients focus on their core business.

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Accenture Organization Structure

Comm. & High Tech

FinancialServices

Government Products Resources

Business Consulting Capability Group

Outsourcing & BPO Organization

Technology & Delivery Capability Group

Global Strategic Delivery Approach

Alliances

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Industry-focused Operating Groups

Comm. & High Tech

FinancialServices

Government Products Resources

• Banking

• Capital Markets

• Insurance

• Communications

• Electronics & High Tech

• Media & Entertainment

Serving sectors:

• Defense

• Postal

• Education

• Revenue/Taxation

• Human Services

• Government Health

• Customs

• Immigration

• Justice/Security

• Public Safety

• Election Services

• Automotive

• Health Services

• Industrial Equipment

• Pharmaceuticals & Medical Products

• Retail & Consumer

• Transportation & Travel Services

• Chemicals

• Energy

• Forest Products

• Metals & Mining

• Utilities

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• 115,000 employees in 110 offices in 48 countries

• Global management team with an average 24 years of experience

• Consistency of delivery through one global culture

• Invested over $400 million in professional development

• Spent $272 million in R&D

Percentage of net revenues for twelve months ended August 31, 2005

Personnel count as of May 31, 2005Other statistics as of August 31, 2004

Accenture Is a US$15.55 Billion Business Worldwide

Consulting $9.56b / 61%

Outsourcing $5.99b / 39%

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Accenture Revenues in FY2005

FY05 Total Revenue = $15.55b (a 14% increase over FY03)

Annual Revenue by Operating GroupAnnual Revenue by GeographyAsia/Pacific7%

$4.0b

Communicationsand High Tech26%

FinancialServices22%

$3.4b

Government14%

$2.2b

Products23%

$3.5b

$2.4b

Resources15%

Europe/ Middle East/ Africa50%

$7.8b

$1.1bAmericas43%

$6.6b

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Accenture Clients

• Accenture serves approximately 2,500 clients that span the full range of industries around the world.

• We serve 84 of the Fortune Global 100, two-thirds of the Fortune Global 500 and government agencies in 26 countries.

• Of our top 100 clients in fiscal 2004, 93 have been clients for at least five years and 73 have been clients for at least 10 years.

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Agenda

Accenture Overview







Q&A

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Property and Casualty

Life and Non-Life

Reinsurance

Insurance

Global Investment Banks

Retail and Discount Brokers

Asset Managers

Custodians

Depositories

Exchanges

Capital Markets

We Serve All Major Financial Services

Industry Segments

Commercial/Corporate Banking

Retail/Consumer Banking

Private Banking

Mortgages

Credit Cards

Wealth Management

Banking

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A Global Workforce

We have more than 12,000 financial services professionals working with top financial services institutions worldwide.

Professionals by Geography

Asia Pacific

Europe/ Middle East/Africa

Americas

Other

2,280

8,080740

570

As of May 2005 – FTE rounded to nearest tenth

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Financial Services KM ServicesService Activity Examples

1. Develop, Package and Manage Content

• Harvest, tailor, synthesize and package strategically targeted knowledge capital

• Source content for Training & Marketing programs

• Provide leadership to the development & maintenance of the KX

• Maintain content quality (review, archive)

• Home Page development & maintenance

• Work with project team to mine appropriate project deliverables (current CTS)

• Create Engagement Profiles• Harvest assets

2. Proactively support strategic client teams throughout the sales and engagement lifecycle

• Work with leadership to identify & prioritize strategic clients for high touch services

• Collaborate with client teams to arm them with relevant sales & delivery content

• Single Point of Contact (SPOC) for Marketing & Research resources & services and KX Content

• Client Team Services • Top Client Support• Guerilla Marketing (Top Deal Support)• Provide project team with KM Starter Kit

3. Equip Practice to leverage existing tools and services (Self Service)

• Maintain Knowledge Infrastructure (KX tool, tagging, hierarchy, etc)

• Facilitate connection of content experts (industry segments, SL leads)

• Communicate available content sources and tools to enable self-serve capability

• Create & maintain Home Pages• Publish internal communications• Respond to research requests

AD HOC - Special Events and Initiatives

• Influence and model a knowledge sharing culture through FS and company-wide initiatives

• Provide content expertise at community events, training programs, client meetings

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Financial Services KM Tools

FS Knowledge Exchange PageLaunch pad to all Financial Services related resources on the Knowledge Exchange.

FS Sales GatewayProvides access to resources to support the sale of our portfolio of Financial Services Offerings, in addition to general resources that support the sales cycle.

FS Sales Asset FinderA search engine that enables you to find sales related assets including Client Experiences, Credentials and Proposals based on criteria you set such as Industry, Service Line, Geographic Area and Offering.

Modular Proposal SearchAllows you to download sections of existing proposals covering our suite of FS Offerings and tailor them for your specific needs.Consulting Proposal ExcerptsOutsourcing Proposal Excerpts

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Financial ServicesKM Team

* Denotes secondary role** Part Time Resource+ Seconded Resource++ContractorCAO – Chief Administrative OfficerCEO – Chief Executive OfficerCFO – Chief Financial OfficerCIO – Chief Information Officer CMO – Chief Marketing OfficerCOO – Chief Operating OfficerCPO – Chief Procurement OfficerCRO – Chief Risk OfficerLoB – Line of Business

Legend:

FS Capability Development Claire E. Agostini

FS Capability Development Claire E. Agostini

Content ManagementServices

T. Brincat

Content ManagementServices

T. Brincat

Client Team Services

Brian McClure

Client Team Services

Brian McClure

BankingTanya M. BrincatNicola Rainsbury*

BankingTanya M. BrincatNicola Rainsbury*

InsuranceSally Janis

Iris Martens*

InsuranceSally Janis

Iris Martens*

Capital MarketsKevin M. KwokMichael Huehn*

Capital MarketsKevin M. KwokMichael Huehn*

KM Operations

E. Denison

KM Operations

E. Denison

CMSSLiaison: Brian McClure*

Pramudita MishraAshish SinghalSaugata SarkarPooja Dhiman

Kalpana Surianarayanan1 FTE TBD

CMSSLiaison: Brian McClure*

Pramudita MishraAshish SinghalSaugata SarkarPooja Dhiman

Kalpana Surianarayanan1 FTE TBD

BudgetChristine Miles*

BudgetChristine Miles*

FS Knowledge Management Elizabeth Denison

FS Knowledge Management Elizabeth Denison

CMO/LoB/SalesSuzanne Forney CMO/LoB/SalesSuzanne Forney

CFO/CPO/CRO/COOSteve Kaukonen

CFO/CPO/CRO/COOSteve Kaukonen

CIO / FSSGRainer BartlCIO / FSSGRainer Bartl

Europe/A/LA Region

ASG/NordicIris MartensMichael Huehn**Kristina Karlsson+

UK/INicola RainsburyRod MillsSalem Patel ++

SPAILA-Isabel DulantoIGEM-Paola ConfalonieriGallia-Andrew Lewis (1/1/06)

Europe/A/LA Region

ASG/NordicIris MartensMichael Huehn**Kristina Karlsson+

UK/INicola RainsburyRod MillsSalem Patel ++

SPAILA-Isabel DulantoIGEM-Paola ConfalonieriGallia-Andrew Lewis (1/1/06)

NA/APAC Region

APACTanya Brincat*Akane Murao**

NA Brian McClureSally Janis*Kevin Kwok*

NA/APAC Region

APACTanya Brincat*Akane Murao**

NA Brian McClureSally Janis*Kevin Kwok*

CEOTanya Brincat

CEOTanya Brincat

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Agenda

Accenture Overview







Q&A

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What is the Government Knowledge Network (GKN)

• Established in June 1995 to serve the knowledge management requirements of the Government Operating Group (OG);

• It manages the collective sum of the Government OG knowledge assets;

• It works with project teams, industry leaders, and subject matter experts in producing best content;

• It is composed of 22 full-time knowledge management professionals– 19 have global functions and are based in Manila

– 3 are assigned to Operating Units/Client Groups and are on-site (Vancouver, Washington DC, London)

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Service Model

GOVTCONTENT

CTS(Proactive;Personalized)

HD(Reactive;Personalized)

KNOWLEDGECHANNELS(Self-Serve)

SUBJECT

CUSTOMER ASSISTANCE

MANAGEMENT

CONTENT &CHANNELMANAGE-

MENT

PROGRAM MANAGEMENT

Target ClientEngagements

GovernmentProfessional

GovernmentProfessional

SALESSUPPORT(Proactive,Personalized)

Target KeyOpportunities

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GKN KM TeamNancy F. Spencer

Govt Capability Development Director

Myrna A. BinamiraKM Director

Content Development & Packaging*

Miles Acolola (Team Lead)

Miles Acolola- Agriculture,

Elections, BC, QualityNerine Bautista - Defense, Fin & Admin,

F&PM, PSVJazz Encarnacion- Education, Postal,

SCMLisa Romarate- Human Services, HP,

StrategyJaine Maglanque- Govt Health, BSIC,

OutsourcingAgnes Dimaculangan- IJPS, Revenue &

CustomsRachel Santillan- Public Transportation,

Technology, Alliances

Client Group SupportTess Azicate (Team Manager)

Jay Lopez- Elections, Fin & Admin,

Cross IndJoel Buenrostro- Agriculture, Defense, IJPSMariel Foronda- Education, Public

Transportation, Revenue & Customs

Mony Victoriano- Govt Health, Human

Services, PostalAmpy Borja- TBA

Client Team Coordination

Help Desk/CTS Assistance

Ana Eguia, Joyce Manuel, Giselle Tesoro

- ResearchJane Martin, Stephanie James,

Fiona Robertson, Bettina Hipolito

- CTS Support, Help Desk

* This team also provides CoP Support

Content/Channel Management

Peachy Zapanta (Manager)

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KM Services & Functions

KM Programs Functions ActivitiesContent Development & Packaging

• Industry Program Support• Workgroup/Service Line Coordination• Outsourcing Program Support• Topic Management

• Knowledge Capital Planning• Content Acquisition• Content Development• Content Management• Content Publishing & Dissemination• CoP Program Management• Topic Coordination, Keyword Management

Client Group Support • Sales and Business Development Support

• Engagement Profile Maintenance• Help Desk Assistance• KM Advocacy

• KM Training, Secondary Research, Sales & Proposal Materials Collection, Proposal Virtual Team Site Development, Hotline Support

• Profile Development, Project Milestone Monitoring, Engagement Coordination• KX Search, Internet Search, Referral Services• Promote market offerings, best practices, newest assets; facilitating

connection to sources related to IPR/Confidentiality issues

Content/Channel Management • KX Administration• KX Management• Knowledge Base Administration• Feedback Management• Content Quality Assurance

• Usage Reporting, Topic Page File Management• Topic Page, Contribution & EP Update and Review• Keyword Maintenance, Global Support Coordination, Teamsite Monitoring• Feedback Processing• Contribution Review, Tagging/Classification Check, Archiving

Program Management • Continuous Improvement• Management Reporting• Customer Satisfaction

• Process Review, Process Integration, Gaps Assessment• Status Reporting, Service Level & Performance Metrics Tracking• Satisfaction Surveys, Service Evaluations, KM Success Stories

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Agenda

Accenture Overview







Q&A

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Making a Difference: What the FS Practice is Saying...

Client Workshop Preparation Support“Thanks for your support. This is exactly what I was looking for.” Michael Rundshagen, Partner, Dresdner Bank

Delivery Support"I am a client partner for KSD and appreciate your support for our team/I believe it is your support that makes our work successful...” Suk-Geun Lee, Partner, Korea Securities Depository

Sales Support"This is world-class, exactly what we need! My guys are working hard to sell more work, and if we could help them save time and deliver to-the point material, that is excellent." Werner Reil, Partner, Credit Suisse Group

Client C-Level Meeting Support"I really appreciate you responding so quickly to my request for information. This is exactly the kind of information that I need to pull together some materials for our client meeting early next week....I will definitely keep you in mind for assistance with future supply chain requests." Toni C. Langlinais, Managing Partner, Business Consulting

Sales & Delivery Support“Our FS Knowledge Managers are a critical component to our sales and delivery efforts …..they provide the mechanism to share best practices and knowledge across our Global FS business.” Keith Lippiatt, Partner, Toyota Financial Services, Fidelity National Financial

Opportunity Classification Support“Thank You… these are great leads for me to follow up on.Adrian Scott, Associate Partner, Australian Taxation Office Opportunity

Communications Support“I think the Insurance news alert is an excellent and creative idea. Hopefully it will spark ideas/opportunities that wouldn’t have otherwise been thought of.”Sam Altiero, Partner, Insurance

Proposal Development Support“The Proposal Support Team was invaluable in helping us deliver a quality proposal for Wachovia with time to spare. They aggressively managed the schedule, leveraging material from past proposals, escalating issues, consolidating responses, and coordinating production.”Ramu Anandakrishnan, Associate Partner, FS Outsourcing

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• Since 2002, KM has provided a dedicated resource to support the JP Morgan Chase client team. KM supported various market maker deals, proposals and account planning sessions. Some opportunities include:

– Staff Augmentation – IT staff augmentation

– Private Banking – development of a Daily Performance application

– Finance Transformation – consolidate and transfer several existing finance functions to offshore and onshore Delivery Centers

• Support provided to date:

• Reduced business development costs and provided faster turnaround times in gathering information for proposals and RFPs.

1. Presented on Knowledge Management to JPMCexecutives which led to the sale of a small knowledge management engagement.

2. Coordinated and developed various client presentations including executive summaries, discussion documents, etc.

3. Identified and provided client-ready credentials

4. Conducted market place analysis

5. Researched system vendors

6. Identified subject matter experts

7. Developed credentials and success summaries for Accenture use from JPMC engagements

8. Catalogued and packaged JPMC knowledge capital for Sales Gateway

9. Developed collateral materials for use with new hires from JPMC

Business Need

Sales Support

Results Achieved

FS KM Success Stories

KM Sales Support for JP Morgan Chase (Top Client)

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Project Scope – business transformation of claims, sales/service, customer accounting functions; approach utilizes Accenture’s insurance assets; large BPO component

Business Need


Guerilla Marketing - Monaco (Top Deal)

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• We help you sell your solution

– Guidance on sales management process, including access to Selling and Shaping Handbook

– Client visits: program agenda, materials, client reference sites, material development, site visits, other due diligence

– Client briefing presentation development

– Media and analyst relations to help create positive selling and post-win environment, including press clippings to position Accenture as key player

• We connect you to Accenture knowledge capital

– Relevant Accenture experience and methodologies, including experience at the client

– Client-ready CVs

– Access to global Subject Matter Experts

– Reusable answers to common questions about Accenture

– Sales Gateway guidance and support, including previously generated sales materials (e.g., white papers, articles from various Accenture publications, topical presentations)

– Expert guidance and training relating to firm’s knowledge infrastructure



Representative Services

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• We find information you need

– Profiles of senior client management and board members

– Competitor profiles and research on specific questions with market intelligence focusing on key competitors

– Analysis of markets, geographies, industries

• Emerging opportunities

• Industry benchmarks

• Current trends in the global outsourcing market

– Industry analyst reports

– Accenture/alliance partner information

• We prepare credentials for you

– Client-ready credentials

– Tailored credentials for ad hoc use, including securing approvals for use

– More extensive case studies and or other summaries of applicable Accenture experience as required

Representative Services

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Agenda

Accenture Overview







Q&A

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Testimonials

From Asia Pacific:

• “We got the bid in on time, and the quality was very high. Without your help, fast turn around and quality work we could not have done it.”

~ Opportunity team, Queensland Government - HR/Payroll & Finance Implementation

• “The KM team gave a fast turnaround, understood what we were looking for and was able to cope with vague specs and questions coming in bits and pieces.”

~ New Analyst, Queensland Government - HR/Payroll & Finance Implementation

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TestimonialsFrom Atlantic & Europe:

• “I would like to thank you for the excellent work you have put in collecting and reworking the credentials. We ended up with some really good documented credentials. What I appreciated very much as well is that you managed to get in so many client reference letters. So thanks a lot and let's now hope this will be a winner.”

• “The support given made the opportunity team save considerable time. The KM support team is more efficient in retrieving the needed info and takes a time consuming activity out of the hands of the often overloaded opportunity team. A rough estimate of time saving: +- 7 mandays… In general qualitative very good work. The regular and clear status update was very much appreciated.”

~ Manager, Belgium Ministry of Finance - Implementation of Integrated System for Tax

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Testimonials

From Atlantic & Europe:

• “The availability of relevant credentials enabled us to provide relevant and concise answers to the qualification questionnaire… Saved significant time, identified strong usable credentials, provided excellent contacts within the organization.”

~ Senior Manager, UK Customs and Excise - LRUC

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TestimonialsFrom USA:

• “We are done with research and we thank you for your help. Much of what you and your team found was particularly compelling and helped us turn the corner on some key sections of the proposal.”

• “7-12 hours saved.”• “Yes, very helpful to be able to compare our solution to industry

leading/average statistics.” (On the usefulness of research results provided) ~ SM&A Accenture Contractor, Arizona Department of Administration - Telephony

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Testimonials

From USA:

• “I look forward to working with them further in Public Transportation and will continue to recommend them to all others in Government.”

• “The more we can do to widely communicate their presence and capabilites, the more people should leverage their services, something incredibly valuable as we consistently expend large credentials efforts on every single RFP response/proposal we create…” (On working with the Government Knowledge Network to package Public Transportation credentials)

~ Senior Manager, Public Transportation JIT

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Agenda

Accenture Overview







Q&A

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KM Challenges – Asia Pacific

General Challenges:• Language:

– Non-English contributions / translation of content

– Emergence of local language repositories

KM Practitioner Challenges:• Networking with colleagues/customers (time zone issues).

** Global KM challenges will be covered in the next section.

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Agenda

Accenture Overview







Q&A

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Recent Developments:Replatforming of Knowledge Exchange

• A single point of entry

• Single repository

• Improved quality of content

• More relevant content organization

• Significantly enhanced search functionality

• A consistent look, feel and approach

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Accenture’s Knowledge Management Evolution

The Accenture Portal; Capability Development

1992

Lotus Notes Build “KX” Global Rollout

• Infrastructure

• SCAs

• DB development (Libraries, Discussions, Methods)

• Growth of content

• Growth of KM supporting orgs.

• Web-enablement begins

• Site aggregation

• Expert Locator

• KM merges with Learning, Methods, Tools

• Operational Effectiveness

Centralization;Integration

…

• Lotus Notes to Microsoft

• Evolved KM strategies and infrastructure

KX Takeup

Enabling Infrastructure

KnowledgeSharing

KnowledgeEnabling

KnowledgeWorker

“Build it, and they will come”

“Knowledge is a by-product”

“Knowledge is actively managed”

“Knowledge-enabledEnterprise”

1993 - 1996

1997-2000 2001-2002 2003-2004

Business Drivers

Result Globalcommunications

Organizationalmemory

Relevant quality content, when and where needed

People guided andenabled by personalized knowledge, tools & learning

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Accenture’s evolution has required key aspects of our Knowledge Management approach to change

Area Yesterday Today Tomorrow

User experience Multiple applications with an organization-centric index

Single application with a topic-centric index

Knowledge integrated into key processes

Technology infrastructure & support

Each organization operates their own knowledge applications, development and operations teams

Implementation of centralized infrastructure and shared services for development and content management.

Continued implementation of shared services and integration of knowledge learning and collaboration enabling technologies.

Governance Small central component

Strategy and infrastructure decisions driven by local teams

Centralized infrastructure and strategy driven by a representative governance model representing senior Accenture leadership and leadership from across KM groups

Extended governance designed to ensure that learning, knowledge and HR organizational intellectual assets are shared and adopted.

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To create a world class knowledge sharing culture and environment which contributes to Accenture’s success

"The execution of our entire business strategy to be a market maker, architect and builder of the new economy is dependent on how we create, share and protect knowledge. Knowledge sharing is the essence of how we bring innovations to change the way the world works and lives."

-- Joe Forehand, Accenture Chairman

Drive value from knowledge to enhance revenue, reduce cost and foster innovation

KM Mission

KM Vision

The KM mission and vision drive the strategy and resulting initiatives

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The strategy focuses on ensuring consistent and effective delivery of knowledge related services and expertise across the lifecycle of our key “go-to-market” assets, content, and business priorities.

• Supporting the planning of strategic go-to-market assets and content as well as knowledge delivery assets and tools, aligned with critical business priorities

• Contributing toward the build-out of Accenture’s “go-to-market” assets and strategic content by creating, tailoring, synthesizing and/or sourcing strategic content

• Facilitating the protection of Accenture’s proprietary assets • Designing, building, and leveraging user-centric channels and tools for content

access, dissemination, knowledge sharing, and collaboration.• Helping to commercialize our assets by actively participating in sales efforts• Managing and refreshing assets to ensure relevance and reuse

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Several imperatives will drive our ability to fulfill the mission and make the strategy successful.

In order to achieve the new mission and strategy, the knowledge function must:

• Continue to leverage and enhance the content expertise of entity deployed knowledge professionals through training, performance metrics, etc.

• Ensure consistent, high value knowledge services are being provided across organizations and geographies

• More effectively leverage and collaborate with line professionals for content expertise

• Enhance our focus on protecting and leveraging Accenture’s intellectual property• Maintain a focus on operational effectiveness by continuing to utilize shared

services and geographic sourcing to deliver services not requiring deep content expertise and/or close proximity to the customer base

• Simplify and improve Accenture’s knowledge sharing infrastructure as we move from Lotus Notes to Microsoft to make knowledge access, sharing and contribution more efficient and effective

• Facilitate the direct collaborative activities among client teams

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KM Delivers Value to Accenture and our Clients

Increased speed to delivery Improved rate of innovation Risk mitigation Higher quality customer service Faster and more cost-effective

capability building Point-of-need accessibility to

world-class, “preferred practice” knowledge capital

Accessibility to proven methodologies and deliverables

Better use of knowledge in client-related processes

Value to Accenture’s clientsValue to Accenture

Inclusive, inspirational, and networked performance support environment

Higher quality and improved synthesis of key knowledge capital

Improved retention of knowledge otherwise lost due to attrition

Improved external market view of Accenture’s KM capability

Contribution to better work experiences for our people

Expectations of new joiners better met

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Our Business is Changing

Emerging Heritage

Blended WorkforceConsulting dominated

Distributed operating model (onsite/ nearshore/offshore Delivery Centers)

Onsite operating model

Packaged, maximizing reuse

Custom, craft - based

CXO as key buyerCIO as key buyer

Competitive cost structureHigh cost structure

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In this changed context we must re-energize Accenture and run it and its affiliated companies as high-performance businesses

• Providing a compelling and differentiating positioning

• Creating a rich vein of content to serve as a platform for selling and delivering work.

• Providing a collaboration framework for client and executives interactions that build our business pipeline.

• Driving the development of offerings, assets and tools to take to our clients.

• Establishing a point of differentiation that resonates in the market and distances us from our competitors.

• Reinforcing our innovation culture and improving client access to our innovation.

High Performance means that we must consistently outperform our peers over the long term, across industry cycles, economic ups and downs and leadership transitions

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From a long term future into our immediate strategic direction

Accenture Knowledge StrategyAccenture Business Strategy

• Accenture’s strategic direction establishes a company wide vision that guides our KM investment activities, as every strategic position is linked to some set of intellectual resources and capabilities .

Market Focus & Positioning High Performance

Changed Workforce

Composition

Changed Service Mix

Maximize Growth Opportunities

Distinctive Capabilities Maximize Differentiation

High Performance Anatomy

Out-executing Competition

KM StrategicFocus

• The three main strategic thrusts of our Business provide a compelling context that will knit together otherwise independent activities and will focus the energies of KM on things that matter in the market.

Strategic Thrusts Value Creation DriversHigh performance Building Blocks

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The three strategic thrusts of our business strategy dictate three cross cutting themes for the new Accenture knowledge management strategy

Thrust 1: Evolve Accenture into a High Performance BusinessThrust 2: Changed service mixThrust 3: Changed workforce composition

Vision: To create a world class knowledge sharing culture and environment which contributes to Accenture’s success

KM Theme 1: Shift from a one size fits all end user strategy to one that solves knowledge sharing problems for key roles within each workforce – using a mix of the common capabilities of the Knowledge Exchange

KM Theme 2: Transform Knowledge Management into a performance boosting, outcome based operation focused on the three specific key areas of High Performance :

• Maximizing growth opportunities• Maximizing differentiation• Out-executing competition

KM Theme 3: Build a common infrastructure supporting and integrating both “People to Content” and “People to People” knowledge sharing approaches

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Agenda

Accenture Overview







Q&A