Knowledge Management Across the Product Lifecycle05-Nov-2014

Douglas Arnold | douglas_arnold@merck.comAdam Duckworth | adam_duckworth@merck.com

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Introductions

Adam DuckworthAssociate Director,

MMD Knowledge Management COEMerck, Inc.

Douglas ArnoldDirector, Account Manager of

Knowledge Management, MMD Information Technology

Merck, Inc.

Business IT

$7.1 billion; 22 products in late-stage development; key areas: oncology, CV, diabetes, respiratory & immunology, neurology, infectious disease and vaccines

2013 R&D

EXPENSE

More than 100 significant licensing and partnership deals were completed in 2012 and 2013

EXTERNAL LICENSING

$44 billion; 59% of sales come from outside the United States

2013 REVENUES

Pharmaceuticals, Vaccines, Biologics and Animal Health

BUSINESSES

Whitehouse Station, New Jersey, U.S.A.

HEADQUARTERS

Operating since 1851RICH HISTORY

Known as Merck in the United States and Canada, and MSD elsewhere

WHO WE ARE

Approximately 73,000 worldwide (as of 6/30/14)

EMPLOYEES

Key Company Facts

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The Business Challenge

Product Technical Knowledge Domain

• Product• Has a clear and direct

relationship with a specific product or small subset of products starting with PCC

(Pre-clinical Candidate) approval through to product

retirement.

• Knowledge• All that is known in a

particular field such as facts, truths, principles, data, information and knowledge. Includes

both explicit and tacit.

• Technical• Pertaining to the

science, techniques and equipment to

develop, manufacture and characterize Merck

products across the lifecycle.

PTK

Product Technical Knowledge: The data, information and knowledge pertaining to the science, techniques and equipment to develop, manufacture and characterize Merck products across the lifecycle, and which pertains to a specific product of small subset of products.

KM Architecture

Expertise Connectivity

ProcessesProducts

Knowledge ManagementCapabilities

Explicit documented to read & review

Tacit held by people, who interpret &

extrapolate

Retention of Critical Knowledge (ROCK)

Product Technical Knowledge

Technology Platform

Virtual Technical Network (VTN)

A Practical Approach to Managing Knowledge, a Case Study of the Evolution of KM at Merck--ISPE (Nov/Dec 2013)

For more information…

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Product Technical Knowledge (PTK) CapabilityIntent

Product Technical Knowledge (PTK) Capability

A capability stewarded by the MMD KM CoE to deliver business outcomes through improvement in the flow of PTK across organizations and the product lifecycle.

Key components include:

One Minute to Product Technical Knowledge

• Knowledge Stewardship

• Business Process & Content

• Business Semantics Management

• Knowledge Flow Analytics

• Technology Efficiency & Governance

• KM Strategy

• Knowledge and Knowledge Flow Valuation

Merck PTK Taxonomy

Product Knowledge

Technical Knowledge System

Business Semantics Mgmt.

Business Semantics Management

Relationships and non-preferred terms drive auto-classification.

Standard taxonomy improves findability and knowledge reuse.

Taxonomy Evolution

• Core Principal: we will not get this perfect. Even if we did, things change around us and we will need to adapt.

• We have created an environment for continuous improvement…– Taxonomy Change Management

• The capability for evaluating the effectiveness of our taxonomy and implementing changes that effect the terms users have to choose from.

– Metadata Change Management• The capability for updating the metadata already applied to

content in response to changes in the taxonomy.

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Introductions

Adam DuckworthAssociate Director,

MMD Knowledge Management COEMerck, Inc.

Douglas ArnoldDirector, Account Manager of

Knowledge Management, MMD Information Technology

Merck, Inc.

Business IT

What is the Content Processing System?

• The Content Processing System will: – Process documents contained in repositories like SharePoint Team

spaces and file shares – other sources can be added– Based on a defined taxonomy, applies intelligent metadata tags which

allow users to easily locate and search for knowledge assets

• The initial Content Processing capabilities include:– Taxonomy and Classification Service: Define taxonomies and the

business rules to establish relevant information tags for the assets    – Basic Profile and Visualization Service: Inventory the number of

documents assets in the domain of interest – Content Processing: Workflow orchestration that applies the information

tags and that can consolidate documents into a standardized knowledge library

– Bulk Classification and Tagging Service: Allows synchronization as taxonomy matures over time

CPS: Process Flow

Incremental Process as needed (for Delta changes only for 2nd run)

Iterative review/cleanup as needed

CPS: Pre Processing Analysis (Virtual)

• Workflow Orchestration

• Kapow

• Extraction

• Inventories and Extracts Content from Sources

• Transformation • Load

• Resolves Conflicts• Calls Classification

• Loads Content to Target• Performs Tagging

• Content• Repositories

• SharePoint/Fileshare

• Historical Content

• SharePoint Commodity TeamSpaces

• Files Shares

• SharePoint Services • SharePoint Enhanced

• Enterprise Term Store• Enterprise Content Type

Hub• Search Services

• TK-API and TK-Product• Enhanced Search Capabilities

• Standardized Template and Taxonomy driven navigation

• Taxonomy and Classification

• Smartlogic

• Ontology Server

• Taxonomy Management• Term Sync process with

SharePoint Term store

• Classification Server • Bulk Retagging Utility

• Classification Rules• Auto Classification

• Classifies and Retags Content (On-Demand)

CPS: Content Processing Pipeline (Physical)

• Workflow Orchestration

• Taxonomy and Classification

• Content• Repositories

• Smartlogic

• Kapow

• SharePoint/Fileshare

• Extraction

• Inventories and Extracts Content from Sources

• Transformation • Load

• Resolves Conflicts• Calls Classification

• Loads Content to Target• Performs Tagging

• Ontology Server

• Taxonomy Management• Term Sync process with

SharePoint Term store

• Classification Server • Bulk Retagging Utility

• Classification Rules• Auto Classification

• Classifies and Retags Content (On-Demand)

• Historical Content

• SharePoint Commodity TeamSpaces

• Files Shares

• SharePoint Services • SharePoint Enhanced

• Enterprise Term Store• Enterprise Content Type

Hub• Search Services

• TK-API and TK-Product• Enhanced Search Capabilities

• Standardized Template and Taxonomy driven navigation

General Benefits

“Yes”

• Reduced time to Onboard New Team Members 83%

• Improved Ability to Leverage Temporary Help 82%

• Reduced Time to Find Information 75%

• Greater Confidence in Accuracy of Information Found 81%

• Reduced Number of Documents Sent Through Email 95%

• Greater Confidence that Knowledge I Created Will Deliver Value for product in Supply

88%

• Greater Confidence that Knowledge I Created Will Deliver Value for other Development Programs

73%

• Avoided Moving Documents Between Systems/Organizations

83%

• More Often Sought Information on My Own Before Asking Someone Else

95%

• More Often Sought Information Before Beginning My Work

88%

Flexible; Shift to Value

Knowledge Seeking

Efficiency and Productivity

Avoiding Rework

Time Tested Business Results

Development & Experimentation• 70% say KM capability reduced cost• 40% say we completed sooner• 62% say use of KM capability resulted in a more robust process

Technology Transfer• 60% say we increased speed, “right-first time” and reduced required FTE• 45% say we completed sooner

Control Strategy Development & Specification Setting• 70% say KM capability enabled us to complete this sooner

Filing Prep• 92% say KM capability reduced the time to compile the filing! • 57% say we completed the work sooner

Across all stages of development… 75%

95%

Say KM capability enabled improved efficiency!

Say KM solution improved Teamwork & Collaboration!

In Summary

• Authoritative content centralized - “single source of truth”

• Knowledge workers no longer waste time finding or re-creating information

• Eliminate intense manual resources for processing, classifying and tagging historical content ($2.4M savings)

• Expected payback expected within one and a half years

Recommendations:• Focus on people, process, content, and technology• A journey with multiple stages• Don’t over engineer it• Automate

Backup Slides

Tools: Semaphore

Tools: Kapow