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Presented by Sanjit Pal for STC, Mumbai Chapter
What KM means for companies
Presented by Sanjit Pal for STC, Mumbai Chapter
KM – Nuts and Bolts
- 2 types of knowledge – Tacit and Explicit– Tacit – in people’s heads– Explicit – Codified and expressed as information in databases
and documents etc.Definition may include – Systematic – Leaving things to serendipity, which will not achieve the benefits.
Vital Knowledge – You need to focus, you don’t have unlimited resources Processes – is a set of activities with its own tools and techniques.
Presented by Sanjit Pal for STC, Mumbai Chapter
Two Thrusts
- Processes of Innovation – creation and conversion of new knowledge
- Sharing best practices
Presented by Sanjit Pal for STC, Mumbai Chapter
Seven Strategic Levers
- Customer Knowledge – the most vital knowledge in most organizations- Knowledge in Processes – know-how when needed (applying the best know-how while performing core tasks)- Knowledge in Products (and services) – ‘smarts’ add value (smarter solutions, customized to users’ needs)- Knowledge in People – but people ‘walk’ (nurturing and harnessing brain power, your most precious asset)- Organizational Memory – do we know what we know (drawing on lessons from the past or elsewhere in the organization)- Knowledge in Relationships – richness and depth (deep personal knowledge that underpins successful collaboration)- Knowledge Assets – intellectual capital (measuring and managing your intellectual capital)
Presented by Sanjit Pal for STC, Mumbai Chapter
Tools and Techniques
Infrastructure – groupware, intranets, document management, KM suitesThinking – concept mapping, creativity toolsGathering, discovering – search engines, alerting, push, data mining, intelligent assetsOrganizing, storing – data warehousing, OLAP, metadata, XMLKnowledge Worker Support – Case based reasoning, decision support, workflow, and community supportApplication Specific – CRM, Expertise Profiling, Competitive Intelligence
Presented by Sanjit Pal for STC, Mumbai Chapter
Critical Success Factors
Knowledge LeadershipClear Business BenefitsSystematic ProcessesA Knowledge Sharing CultureContinuous Learning An effective information and communications infrastructure
Presented by Sanjit Pal for STC, Mumbai Chapter
Some Examples
Create/Discover – 3M, Glaxo WellcomeCodify – BHA, Standard Life, PwCDiffuse – H-P, Thos. Miller, Rover, BPUse – Buckman, Steelcase, PwC, AndersonProcess/ Culture – Cigna, AnalogConversion – MonsantoMeasure / Exploit – Skandia, Dow
Presented by Sanjit Pal for STC, Mumbai Chapter
Enterprise KM Initiative – A Case Study
Technology
- LiveLink – Open Text Corporation- Database – Oracle 9i- Web Server – IIS- Front End – Live Link Customised – ASP Pages- Reports – SQL Query
Presented by Sanjit Pal for STC, Mumbai Chapter
Why LiveLink?
- Close competitors were MS-Sharepoint Portal & Broadvision- Broadvision – A pure content management software, lacking the
collaborative capabilities- MS-Sharepoint Portal – Scalability Issues & Proprietary Database
Usage, User-interface customization, Limited look-and-feel customization
- Live Link – Combination of Content Management + Document Management + Knowledge Management
- Striking Features – Workflow Process, Real time Collaboration through chats, net sessions, Threaded Discussion Forums, Polls & Surveys, Off-the-shelf Reports and customized reports
Presented by Sanjit Pal for STC, Mumbai Chapter
Team
- 1 Project Manager- 1 Associate Project Manager- 1 Project Leader – Technical- 1 Project Leader – Document & Content Management- 4 Programmers- 1 Document Uploader
Presented by Sanjit Pal for STC, Mumbai Chapter
Initial Focus
Sales & Marketing – Global TeamsContinued Focus
Technical Documents related to Projects
Presented by Sanjit Pal for STC, Mumbai Chapter
Strategy (for Sales & Marketing
Division) - Identification & Centralized Collection of
Documents- Document Filtering, Fine-tuning &
Categorizing- Document Accessibility & Mapping to
Technology Matrix- Search Criteria Optimization
Presented by Sanjit Pal for STC, Mumbai Chapter
On the Technical Implementation –
- Application Hosting on US servers- User & Password Creation- Rights & Privileges Assignment according
to roles- Email and Helpdesk support
Presented by Sanjit Pal for STC, Mumbai Chapter
Second Phase
- KM Portal rolled out to all Patni employees- Roll-out of Threaded Discussion Forums- Launch of Re-usable Codes Section- Launch of Document Contribution Schemes based on personal experience – Technical & Non-Technical- Newsletters, Email Support
Presented by Sanjit Pal for STC, Mumbai Chapter
Issues
Technical - LiveLink Support from Vendors – Dubai based – No
Indian Operations- Time spent in self-discovery and exploration of
customizable features- Lack of immediate availability IT infrastructure
Presented by Sanjit Pal for STC, Mumbai Chapter
Non-Technical
- Co-ordination with SBUs and Project Teams- Teams for document collection- Conduction of Interviews for assessing
requirements
Presented by Sanjit Pal for STC, Mumbai Chapter
Promotions
- Portal Name Winner- Teaser Campaigns- Quizzes- Notice Board Campaigns- Best Contributor Award- Point Accumulation Through Document Contribution
Presented by Sanjit Pal for STC, Mumbai Chapter
What’s on Priority
- Speedy support on Technical queries- Extending access to specific documents on
request and subsequent approval
Presented by Sanjit Pal for STC, Mumbai Chapter
How Patni benefited
- Turnaround time for responding to RFPs reduced by 40-45%
- Proposal Building accelerated by 50%- One common space for resolution of
Technical queries on Discussion Board Forums
- Instant result generation through Surveys and Polls
Presented by Sanjit Pal for STC, Mumbai Chapter
Continuing Endeavors
- Amalgamation of Intranet applications on KM Portal
- More Document Accessibility- On-going quizzes and teaser campaigns- Thrust on Information hunting from KM Portal
Presented by Sanjit Pal for STC, Mumbai Chapter
Horizon – A Case Study
Technology– Sharepoint Portal – Microsoft Corporation– Database – Explorer-based storage– Web Server – IIS– Front End – Customised – ASP Pages
Presented by Sanjit Pal for STC, Mumbai Chapter
Why Sharepoint Portal?
- Limited Users, where scalability is not aissue
- Content Management Explored Largely - TCO suited for small to mid-sized
organizations
Presented by Sanjit Pal for STC, Mumbai Chapter
Team
1 Project Manager 2 Project Leader 1 Web Designer 1 Content Manager 6 Programmers
Presented by Sanjit Pal for STC, Mumbai Chapter
Target Departments
ProjectsHuman Resources
Presented by Sanjit Pal for STC, Mumbai Chapter
Issues
Lack of technical support from vendorsIntegration with legacy applications built on Oracle platformSupport departments reluctance to accept the new technology like HR, Admin and AccountsHigh attrition among technical staff leading to intermittent halt of content capture from Projects division
Presented by Sanjit Pal for STC, Mumbai Chapter
KM – Why It May Fail
KM is not a panacea of all your organization’s information accessibility and retrieval issues….so expectations should be subduedKM often lacks the Top Management inspiration (not talking about financial and technical support)KM portal or Intranet once implemented does not undergo enhancement…….so people lose interest in seeing the same interface and look-and-feel
….contd
Presented by Sanjit Pal for STC, Mumbai Chapter
KM – Why It May Fail
Department-wise KM is a better strategic decision than Organization-wide KMOrganizations fail to add the zing to the KM Portal to hook onto the users….i.e., promotional activities
Presented by Sanjit Pal for STC, Mumbai Chapter
KM – Formula for Success
Nothing as suchDon’t think elimination of all such problems as mentioned in the previous slide will lead to overwhelming successDon’t assume that factors which mattered in the success of KM in one organization will work for anotherKM – is about a culture change, mindset changeKM – Journey from transforming your working habits that requires finding and utilizing information from manual sources on the KM portalKM – is a never-ending journey…………a dedicated department helps its continuous evolution