KMME 2014 Stephanie Barnes

www.km-‐me.com info@km-‐me.com 1

Aligning People, Process and Technology in Knowledge Management:

an introduc�on

KM Middle East March 12, 2014

© Missing Puzzle Piece Consul�ng, 2014 1

Agenda

  Introduc�on   Approach   Roadmap   Technologies   Case Studies


Who am I?

  Accountant and IT Management by educa�on

  KM consultant by voca�on   Chief Chaos Organizer at

Missing Puzzle Piece Consul�ng, Knoco franchisee

  4 yrs KM Program Manager in HP

  10+ yrs as consultant to a variety of organiza�ons including BMO, HSFO, Kodak, HP, Zenon Environmental, OSC, CIBC, Calgary Stampede, ENEC, PIND

  Based in Toronto


What is knowledge management?

  Connec�ng people to the knowledge they need to do their jobs whether that knowledge is tacit or explicit

  Crea�ng an organiza�on that learns from its experiences and improves Said another way…   KM is the process through which organiza�ons generate value from their

intellectual and knowledge-‐based assets   “Knowledge management is the leveraging of the organiza�on’s collec�ve

wisdom (know-‐how) by crea�ng systems and processes to support and facilitate the iden�fica�on, capture, dissemina�on and use of the organiza�on’s knowledge to meet its business objec�ves.”


Approach


People

Process Technology

Business-‐IT Alignment



Collect: • Business Processes

• Informa�on Flows

• Organiza�on Strategy and Plan

• IT Strategy and Plan

• Change Mgmt

Analyze: • Human, Social, and Intellectual Capital Best Prac�ces

• Change Mgmt

Resolve: • Policies • Knowledge & process flows

• Metrics • Strategic Goals

• Governance • Change Mgmt

Select technology • Change Mgmt

Design/ Develop/ Test • Info Architecture

• Policies and Procedures

• Governance • Change Mgmt

Implement • Change Mgmt

• Processes • Metrics

Use • Change Mgmt

Evolve • Change Mgmt

Knowledge Management Roadmap


Which technology to pick?

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


Categories of KM Technologies


Unstructured Knowledge • Domain Knowledge Wikis • Blogging • Communi�es of Prac�ce • Collabora�on • Document and Content Management • Portal

Semi-‐structured Knowledge • Lessons Learned Database • Yellow Pages/ Exper�se Loca�on

Structured Knowledge • Configura�on Management Database

Search

Business Intelligence/ Data Warehouse

Cont

ext

Organiza�on/ Enterprise

Group/team

Individual

Scan, Map

Capture, Create

Package, Store

Share, Apply

Transform, Innovate

Learning Management/eLearning

ECM Component Content

Management Portal

Records Management

Document Capture

Communi�es of Prac�ce, Exper�se loca�on

Social Media

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

Knowledge Management Technology

Collabora�on

CRM, Contact Centre, Incident Management/Helpdesk

eDiscovery

Search


Enterprise Technologies, Structured and Unstructured Knowledge


Business Intelligence and Data Warehouse

Customer Rela�onship Management

Contact Centre Incident Management/

Helpdesk

Learning Management

System/ eLearning

Exper�se Loca�on

Common business problem solved

Be�er decisions making at all levels: strategic, opera�onal, and tac�cal

Ensure sales staff have current informa�on for customer interac�ons Standardize and streamline sales and marke�ng processes Track and analyse marke�ng campaigns

Improve customer experience for service and support Improve customer loyalty Reduce cost of customer support

Enable IT to quickly iden�fy and resolve service outages Establish a historical record of service outages and incidents as well as their resolu�ons for reuse and analy�cs Provide single point of contact Tracks IT efforts and provide visibility into service support

Administer and track employee training records Deliver training and test par�cipant learning

Locate experts within the organiza�on and enable them to collaborate Reduce duplica�on of effort Reduce the threat of communica�on breakdown Reduce �me to find Subject Ma�er 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

Produc�vity enhancement

Risk Management

Improve document quality, consistency, and standardiza�on

Increase produc�vity in crea�ng content

Streamline document/content update process

Central place to go for documents

Improve accessibility regardless of loca�on

Improve document lifecycle management

Increase reuse of documents/ informa�on

Reduce paper

Reduce storage costs of paper

Standardize data collec�on (through forms)

Streamline processes

Improve informa�on retrieval

Central place to go for informa�on and access to systems

Improve compliance to processes

Improve efficiency through consistency and standardiz-‐a�on

Improve the ability to execute administra�ve and compliance processes consistently

Reduce process execu�on �me

Improve security of informa�on

Reduce li�ga�on costs

Reduce risk


Social Media and Collabora�ve Technologies


Blogs Micro-‐blogging

Social Networking

Collabora�on

Instant Messaging

Document Mgmt

Wiki Virtual Mee�ng

Community of Prac�ce


Communica-‐�on across func�ons, teams, depts, stakeholder groups

Quick, status-‐type communica�on across func�ons, teams, departments, stakeholder groups

Communica-‐�on

Sharing/ finding exper�se

Quick, immediate communica�on among colleagues

Everyone who should have access to a document has access

Reduces confusion caused by emailing documents

Sharing informa�on

Timely crea�on and upda�ng of informa�on

Everyone who should have access to the informa�on has access

Reduces confusion caused by emailing documents

Sharing informa�on

Timely crea�on and upda�ng of informa�on

Facilita�ng global/ virtual teams

Reducing travel costs

Organiza�onal learning

Sharing exper�se

Collect: • Business Processes

• Informa�on Flows

• Organiza�on Strategy and Plan

• IT Strategy and Plan

Analyze: • Human, Social, and Intellectual Capital Best Prac�ces

Resolve: • Policies • Knowledge & process flows

• Metrics • Strategic Goals

• Governance

Select technology

Design/ Develop/ Test

Implement • Change Mgmt

• Processes • Metrics

Use

Evolve

Knowledge Management Roadmap


CASE STUDIES


Case Studies


Case Study KM Technology KM Implementa�on

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

Financial Ins�tu�on, IT Department

Document Management

Unsuccessful Lost VP support, project shelved

High Technology Company #1

Enterprise Content Management

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

6500+ employees par�cipa�ng in knowledge sharing

Is your Technology aligned with your People and Processes?

Have you got the right technology?


Thank You!


Documents

KMME 2014 Stephanie Barnes