Aligning people process and technology in km arma metro ny presentation

EducationalEventSpring2013

Aligning People, Process and Technology for Success

Stephanie Barnes

• Introduction• Approach• Roadmap• Technology• Requirements for success• Case studies

Agenda

© Missing Puzzle Piece Consulting, 2013 2


Who am I?

• Accountant and IT Management by education

• KM consultant by desire• Chief Chaos Organizer at

Missing Puzzle Piece Consulting, Knoco franchisee

• 4 yrs KM Program Manager in HP

• 9+ yrs as consultant to a variety of companies including BMO, HSFO, Kodak, HP, Zenon Environmental, OSC, CIBC, ENEC

• Based in Toronto

This Presentation

• Based on a report I wrote for Ark Group, which was published in May 2011

• HOWEVER, you do not needto buy the report, the slides are available

© Missing Puzzle Piece Consulting, 20134

Knowledge Management

Definition• Connecting people to the knowledge they

need to do their jobs whether that knowledge is tacit or explicit



Approach

People

ProcessTechnology


Business-IT Alignment


Collect: •Business Processes

• Information Flows

•Organization Strategy and Plan

• IT Strategy and Plan

Analyze: •Human, Social, and Intellectual Capital Best Practices

Resolve: •Policies•Knowledge & process flows

•Metrics•Strategic Goals

•Governance

Select technology

Design/ Develop/ Test

Implement•Change Mgmt

•Processes•Metrics

Use

Evolve

Knowledge Management Roadmap

Technology


• What problem are you trying to solve?• What challenge are you trying to overcome?

Which technology to pick?


Categories of KM Technologies


Unstructured Knowledge•Domain Knowledge Wikis•Blogging•Communities of Practice•Collaboration•Document and Content Management•Portal

Semi-structured Knowledge• Lessons Learned Database•Yellow Pages/ Expertise Location

Structured Knowledge•Configuration Management

Database

Search


Business Intelligence/ Data Warehouse

Cont

ext

Organization/ Enterprise

Group/team

Individual

Scan, Map

Capture, Create

Package, Store

Share, Apply

Transform, Innovate

Learning Management/eLearning

ECM Component Content

ManagementPortal

Records Management

Document Capture

Communities of Practice, Expertise location

Social Media

Adapted from: Knowledge Managements by Despres and Chuvel, Journal of KM, vol 3, no. 2 1999, p119.

Knowledge Management Technology

Collaboration

CRM, Contact Centre, Incident Management/Helpdesk

eDiscovery

Search


Enterprise Technologies, Structured and Unstructured Knowledge

Business Intelligence and Data Warehouse

Customer Relationship Management

Contact Centre Incident Management/

Helpdesk

Learning Management

System/ eLearning

Expertise Location

Common business problem solved

Better decisions making at all levels: strategic, operational, and tactical

Ensure sales staff have current information for customer interactions

Standardize and streamline sales and marketing processes

Track and analyse marketing campaigns

Improve customer experience for service and support

Improve customer loyalty

Reduce cost of customer support

Enable IT to quickly identify and resolve service outages

Establish a historical record of service outages and incidents as well as their resolutions for reuse and analytics

Provide single point of contact

Tracks IT efforts and provide visibility into service support

Administer and track employee training records

Deliver training and test participant learning

Locate experts within the organization and enable them to collaborate

Reduce duplication of effort

Reduce the threat of communication breakdown

Reduce time to find Subject Matter Experts (SME’s)


Enterprise Technologies, Unstructured Knowledge

Records Management

Component Content

Management

Content/ Document

Management (ECM)

Imaging, Forms,

Document Capture

Search Portal Workflow eDiscovery


Compliance Management

Productivity enhancement

Risk Management

Improve document quality, consistency, and standardization

Increase productivity in creating content

Streamline document/content update process

Central place to go for documents

Improve accessibility regardless of location

Improve document lifecycle management

Increase reuse of documents/ information

Reduce paper

Reduce storage costs of paper

Standardize data collection (through forms)

Streamline processes

Improve information retrieval

Central place to go for information and access to systems

Improve compliance to processes

Improve efficiency through consistency and standardiz-ation

Improve the ability to execute administrative and compliance processes consistently

Reduce process execution time

Improve security of information

Reduce litigation costs

Reduce risk


Social Media and Collaborative Technologies

Blogs Micro-blogging

Social Networking

Collaboration

Instant Messaging

Document Mgmt

Wiki Virtual Meeting

Community of Practice


Communica-tion across functions, teams, depts, stakeholder groups

Quick, status-type communication across functions, teams, departments, stakeholder groups

Communica-tion

Sharing/ finding expertise

Quick, immediate communication among colleagues

Everyone who should have access to a document has access

Reduces confusion caused by emailing documents

Sharing information

Timely creation and updating of information

Everyone who should have access to the information has access

Reduces confusion caused by emailing documents

Sharing information

Timely creation and updating of information

Facilitating global/ virtual teams

Reducing travel costs

Organizational learning

Sharing expertise


Collect: •Business Processes

• Information Flows

•Organization Strategy and Plan

• IT Strategy and Plan

Analyze: •Human, Social, and Intellectual Capital Best Practices

Resolve: •Policies•Knowledge & process flows

•Metrics•Strategic Goals

•Governance

Select technology

Design/ Develop/ Test

Implement•Change Mgmt

•Processes•Metrics

Use

Evolve

Knowledge Management Roadmap

Requirements for Success


Strategy


Roadmap/Plan

19© Missing Puzzle Piece Consulting, 2013

Budget


Governance (1/4)



KM Governance

Body

Business Requirements

Enterprise Architecture

Security & Compliance

Business & IT

Participation

Governance Inputs (2/4)


KM Governance

Body

Advice & Guidance

Supportable Platform

Request Prioritization

Charge-BackRatification

Governance Outputs (3/4)


Governance Committee (4/4)

KM Governance

Chair

Department 1

Department 2

Department 3

Department 4

Department 5

Department 6

Department 7

Technology Management


25

Change Management• Organizational impact management• Stakeholder and sponsor management• Communication: planning and management• Training: planning and management


Knowledge Management Culture


Return on Investment


Human Resources


Case Studies



Case StudiesCase Study KM Technology KM Implementation 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

High Technology Company #1 Enterprise Content Management

Successful Significant ROI on technology investment, validated by external 3rd party

6500+ employees participating in knowledge sharing

Osler, Hoskin & Harcourt Portal Successful User acceptance of the platform because they were involved at each step of the process and a technology was selected that met their requirements.

Multinational Fast Moving Consumer Goods Company

Communities of Practice

Successful In the first five years sales in the small retail sales channel in the 12 emerging markets trebled, while profits have more than doubled.

Pharmaceutical Company Portal Unsuccessful Project failed due to alienation of stakeholders and lack of participation of users.

Thank You!


Documents

Aligning people process and technology in km arma metro ny presentation