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Knowledge Management In The Real World

Presentation given on Oct. 20, 2007 at Lawrence Technological University

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Knowledge Management In The Real World

  1. 1. Knowledge Management in the Real World Lecture given at Lawrence Technological University Stan Garfield October 20, 2007
  2. 2. What is Knowledge Management? <ul><li>Knowledge Management is the art of transforming information and intellectual assets into enduring value for an organization’s clients and its people. </li></ul><ul><li>The purpose of knowledge management is to: </li></ul><ul><ul><li>Foster the reuse of intellectual capital </li></ul></ul><ul><ul><li>Enable better decision making </li></ul></ul><ul><ul><li>Create the conditions for innovation </li></ul></ul><ul><li>KM provides people, processes, and technology to help knowledge flow </li></ul><ul><ul><li>to the right people </li></ul></ul><ul><ul><li>at the right time </li></ul></ul><ul><ul><li>so they can act more efficiently and effectively </li></ul></ul>
  3. 3. <ul><li>Invent when needed… </li></ul>Why manage knowledge? 1. Prevent redundant effort But don’t reinvent the wheel!
  4. 4. Why manage knowledge? 2. Avoid repeating past mistakes
  5. 5. Why manage knowledge? 3. Take advantage of what others already know
  6. 6. How to Do Knowledge Management <ul><li>Share what you have learned, created, and proved </li></ul><ul><li>Innovate to be more creative, inventive, and imaginative </li></ul><ul><li>Reuse what others have already learned, created, and proved </li></ul><ul><li>Collaborate with others to take advantage of what they know </li></ul><ul><li>Learn by doing, from others, and from existing information </li></ul>
  7. 7. Share <ul><li>Ask questions and request help – others will benefit from the answers </li></ul><ul><li>Answer questions and provide help – being the white knight is gratifying </li></ul><ul><li>Offer tips, insights, and useful links – pay it forward, build your reputation </li></ul>
  8. 8. Share: HP users help each other out <ul><li>Question: Apr 10, 2007 </li></ul><ul><ul><li>I have been getting a problem when searching using Google. </li></ul></ul><ul><ul><li>When I get the results and click on one of them it redirects me to another site and not to the selected site. </li></ul></ul><ul><li>Answer: Apr 11, 2007 </li></ul><ul><ul><li>You have spyware. Use spyware removal software. </li></ul></ul><ul><ul><li>Update to the latest signatures before starting scan. </li></ul></ul><ul><ul><li>Your problem will be solved. </li></ul></ul>
  9. 9. Innovate: HP Social Network
  10. 10. Reuse: HP Proposal Web and Presentation Builder <ul><li>This slide and many others are reused from existing presentations. </li></ul><ul><li>Think of how much work it would take to create them from scratch. </li></ul>
  11. 11. Collaborate: KM Team <ul><li>Marcus Funke </li></ul><ul><li>Process </li></ul><ul><li>Project Management </li></ul><ul><li>Andrew Gent </li></ul><ul><li>Technology </li></ul><ul><li>Architecture </li></ul><ul><li>Stan Garfield </li></ul><ul><li>People </li></ul><ul><li>Communications </li></ul><ul><li>Bernard Hennecker </li></ul><ul><li>Communities </li></ul><ul><li>User Interface </li></ul>
  12. 12. Learn Read Watch Attend Listen
  13. 13. Knowledge Management Mission <ul><li>The mission of the HP Services Knowledge Management program is to institutionalize knowledge creation, sharing, and reuse to: </li></ul><ul><ul><li>Increase our win rate </li></ul></ul><ul><ul><li>Drive down sales and delivery costs </li></ul></ul><ul><ul><li>Increase engagement quality </li></ul></ul>
  14. 14. Goals of Knowledge Management <ul><li>Increase orders, revenue, and profits by: </li></ul><ul><li>Reusing materials and expertise </li></ul><ul><li>Avoiding redundant effort </li></ul><ul><li>Avoiding making the same mistakes twice </li></ul><ul><li>Taking advantage of existing expertise and experience </li></ul><ul><li>Making it easy to find information and resources </li></ul><ul><li>Communicating important information widely and quickly </li></ul><ul><li>Promoting standard, repeatable service offerings </li></ul><ul><li>Providing methods, tools, templates, examples, & data to streamline selling and delivering </li></ul><ul><li>Making scarce expertise widely available </li></ul><ul><li>Showing our customers how we use our knowledge for their benefit </li></ul><ul><li>Accelerating delivery to our customers </li></ul><ul><li>Stimulating innovation and growth </li></ul><ul><li>Enabling HP Services to leverage its size </li></ul><ul><li>Making our best problem-solving experiences reusable </li></ul>
  15. 15. Knowledge Management Unified View PEOPLE PROCESS TECHNOLOGY <ul><li>Practice KM </li></ul><ul><li>WW Lead: 1 per </li></ul><ul><li>Region Lead: 1 per </li></ul>Region KM -KM Lead: 1 per -K-Advisor: 1 per WW KM Team -People -Technology -Process METRICS EMEA APJ Americas Practices Invent Capture Reuse <ul><li>Knowledge Capture & Reuse </li></ul><ul><li>Communities of Practice </li></ul><ul><li>Best Practice Replication </li></ul><ul><li>Project Team Collaboration </li></ul><ul><li>Content Management & Governance </li></ul><ul><li>Knowledge Capture & Reuse </li></ul><ul><li>Communities of Practice </li></ul><ul><li>Best Practice Replication </li></ul><ul><li>Project Team Collaboration </li></ul><ul><li>Content Management & Governance </li></ul><ul><li>Content Management & Governance </li></ul><ul><li>Authoring Excellence Program </li></ul><ul><li>IP creation </li></ul><ul><li>Invention Disclosure </li></ul><ul><li>Patents </li></ul><ul><li>Windows SharePoint Services (WSS) </li></ul><ul><li>SharePoint Portal Server (SPS) </li></ul><ul><li>UBB.threads (threaded discussions) </li></ul><ul><li>HP Virtual Rooms (webinars) </li></ul><ul><li>@hp portal (intranet) </li></ul><ul><li>Roller (HP blogs) </li></ul><ul><li>MediaWiki (HPedia) </li></ul><ul><li>Specialized applications </li></ul>Country KM -KM Lead: 0-1 per -K-Advisor: 0-1 per WW <ul><li>Participation: The number of employees who participate in Forums (subscriptions, postings, web site visits), divided by the total number of employees </li></ul><ul><li>Capture: The number of new project profiles in the Project Profile Repository, divided by the number of new projects </li></ul><ul><li>Reuse: The average amount of reuse reported in new project profiles, averaging Bid & Delivery </li></ul>
  16. 16. Knowledge Management Components classification metrics and reporting management of change workflow valuation social network analysis appreciative inquiry storytelling blogs wikis podcasts syndication social software external access workflow applications process automation e-learning subscriptions points tracking reporting knowledge advisors goals and measurements incentives and rewards People culture and values knowledge managers user surveys social networks communities training documentation communications Technology user interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata and tags search engines archiving Process methodologies creation capture reuse lessons learned proven practices collaboration content management
  17. 18. PEOPLE: KM Expectations <ul><li>The Technical Career Path (TCP) and Program Management Career Path (PMCP) require consultants and program managers to share knowledge by becoming knowledge contributors and sharing experience on an ongoing basis </li></ul><ul><li>Read documents and take self-paced training </li></ul><ul><ul><li>Big Picture Documents </li></ul></ul><ul><ul><li>User Guides and WBT </li></ul></ul><ul><ul><li>KM FAQ </li></ul></ul><ul><ul><li>How to Record Time Spent on KM Activities </li></ul></ul><ul><ul><li>KCR Expectations </li></ul></ul>
  18. 19. <ul><li>Capture: Capture content and experience from bids and projects (project profiles, lessons learned reports, bid/project documents, solution collateral/service kit content, knowledge briefs) </li></ul><ul><li>Reuse: Reuse content and experience in bids and projects (solution collateral/service kit content, lessons learned reports, bid/project documents, knowledge briefs) </li></ul><ul><li>Participation: Actively participate in at least one community of practice, with special focus on subscribing and posting to Forums </li></ul>PEOPLE: Employee KM Goals
  19. 20. PEOPLE: KM Stars Tell Their Stories
  20. 21. PEOPLE: KM Stars Incentive Points System
  21. 22. PEOPLE: Authoring Excellence Program <ul><li>Rewards HPS personnel who help raise customer awareness of HP Services capabilities through the publication of white papers, articles, and books, or who give presentations to recognized industry forums </li></ul>
  22. 23. PEOPLE: Innovation Incentive Program <ul><li>The primary objective is to increase the number and quality of Invention Disclosures submitted to the Legal Department, thereby resulting in more and higher quality patents and a stronger patent portfolio for HP </li></ul>
  23. 24. PEOPLE: Knowledge Advisors <ul><li>Application Consultancy </li></ul><ul><ul><li>Advise on using collaborative workspaces </li></ul></ul><ul><ul><li>Advise on using the Knowledge Network </li></ul></ul><ul><li>Reusable Collateral </li></ul><ul><ul><li>Assist in locating reusable collateral </li></ul></ul><ul><ul><li>Assist in searching for information to meet proposal deadlines or when the user is not connected to the HP network </li></ul></ul><ul><li>Connect to Knowledge Sources </li></ul><ul><ul><li>Assist in locating relevant knowledge sources </li></ul></ul><ul><ul><li>Direct feedback to the right person within the KM team </li></ul></ul><ul><li>Knowledge Capture & Reuse Support </li></ul><ul><ul><li>Assist users in project profile creation </li></ul></ul><ul><ul><li>Evaluate submitted project profiles, and follow up to improve quality </li></ul></ul><ul><li>Training & Communication and User Support </li></ul><ul><ul><li>Host webinars and walkthroughs on the Knowledge Network </li></ul></ul><ul><ul><li>Communicate Knowledge Network information as appropriate </li></ul></ul><ul><ul><li>Assist with collaboration and community usage </li></ul></ul>
  24. 25. PEOPLE: Knowledge Advisors Page
  25. 26. PEOPLE: Communities <ul><li>Communities are groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their understanding and knowledge of this area by interacting on an ongoing basis. </li></ul><ul><li>Professions are communities of practice with the richest set of activities, governance, and structure. </li></ul><ul><li>Solution Communities are for HPS portfolio solutions that do not currently map to any of the Professions – they can evolve to become Professions. </li></ul><ul><li>Specialty Forums are for niche topics that don’t require formal communities but need threaded discussions for collaboration – they can evolve to become communities. </li></ul><ul><li>Professions </li></ul><ul><ul><li>Learning & Development driven </li></ul></ul><ul><ul><li>Develop members to fit into a particular role, be proficient in this role, and be able to deliver services from within that role </li></ul></ul><ul><ul><li>Motivation: master the profession </li></ul></ul><ul><li>Solution Communities </li></ul><ul><ul><li>Focused on the particular topic </li></ul></ul><ul><ul><li>Various roles can participate </li></ul></ul><ul><ul><li>Passion is focused on developing, selling, and delivering a specific solution set and becoming very knowledgeable about the topic </li></ul></ul><ul><ul><li>Motivation: sell and deliver expertly </li></ul></ul><ul><li>Specialty Forums </li></ul><ul><ul><li>Loosely connected groups of people who want to learn about a particular topic </li></ul></ul><ul><ul><li>No commitment in terms of delivering something together </li></ul></ul><ul><ul><li>Motivation: ask and learn </li></ul></ul>Specialty Forums Solution Communities Professions @hp Portal Knowledge Network
  26. 27. PEOPLE: HP Professions Program
  27. 28. PEOPLE: HP Professions – Example
  28. 29. PEOPLE: Social Networking
  29. 30. PROCESS: HP Services Knowledge Flow Customer Engagement Roadmap Value to Customer Knowledge from HP/ Outside HP KM Measures Reinforcing Behavior KCR Process and Policy Knowledge in Repositories and Collaborative Workspaces Explicit Knowledge in People Tacit HP Services Knowledge Other HP Knowledge Capture Invent Reuse
  30. 31. PROCESS: Customer Engagement Roadmap Identify Opportunity Opportunity Develop & Negotiate & Close Implement & Ensure Expand & Extend Develop & Propose Negotiate & Close Won & Deploy Won & Expand Selling Stage Roadmap Stage Opportunity Creation Opportunity Evaluation Development & Bid Negotiate & Close Delivery Understand Customer Validate Opportunity Qualify Opportunity SOAR Events Opportunity Assessment Approval Bid Approval Ts & Cs Approval Scope Change Approval Key Deliverables Opportunity Profile, Lead Manager & Bid Sponsor Opportunity Plan & Initial Bid Plan Solution & Bid Contract & Order SOW/SLA Delivery, Scope Change, Risk Management, Up sell & Renewal Program and Account Reviews Opportunity Qualification Bid Assurance Win/Loss OS Account, Start-up, Delivery Status, Detailed Delivery & Closeout Win/Loss Review Snapshot, Lessons Learned Close-Out Report SOW, Project Plan Project KM Content Project Profile SOW, Project Plan Win/Loss Review Lessons Learned Close-Out Report Proposal
  31. 32. PROCESS: Knowledge Capture & Reuse
  32. 33. PROCESS: KM Metrics Dashboard <ul><li>Capture </li></ul><ul><ul><li>The number of new projects recorded in the PPR as a percentage of all new projects booked. Goal: 80% </li></ul></ul><ul><li>Reuse </li></ul><ul><ul><li>The average amount of project content that was reused by new projects entered into the PPR for this month. Goal: 45% </li></ul></ul><ul><li>PPR Usage </li></ul><ul><ul><li>The number of employees who reviewed one or more project profiles from the PPR this month, as a percentage of total C&I population. Goal: 20% </li></ul></ul><ul><li>Portal Usage </li></ul><ul><ul><li>The number of employees who visited one or more practice portals looking for official content this month, as a percentage of total C&I population. Goal: 40% </li></ul></ul><ul><li>Participation </li></ul><ul><ul><li>The number of employees who participated in the forums (either online or as a subscriber) this month, as a percentage of total C&I population. Goal: 50% </li></ul></ul>23% 61% 76% 34% 14%
  33. 34. TECHNOLOGY: Overall KM Architecture <ul><li>The HPS KM environment is organized into 3 layers: </li></ul><ul><ul><li>Intranet sites </li></ul></ul><ul><ul><li>Community portals </li></ul></ul><ul><ul><li>Team collaboration spaces </li></ul></ul>HPS TSG @HP … Teams Communities Intranet
  34. 35. TECHNOLOGY: Knowledge Network
  35. 36. Knowledge Network – A-Z Index
  36. 37. Engagement Knowledge Map
  37. 38. Engagement Knowledge Map (continued)
  38. 39. Simple Guide to KM
  39. 40. Knowledge Network Search Tips
  40. 41. Knowledge Network – Remote Access
  41. 42. Project Team Collaboration <ul><li>Project teams should collaborate during the project lifecycle </li></ul><ul><li>Windows SharePoint Services (WSS) </li></ul><ul><ul><li>Provides support for web-based team collaboration </li></ul></ul><ul><ul><li>Server-based secure spaces that are accessible from a web browser or the desktop – online, with no client software </li></ul></ul><ul><ul><li>Standard templates provided for projects </li></ul></ul><ul><ul><li>New functions can be added and the home page is easily customized </li></ul></ul><ul><ul><li>Create Team Spaces through self-services </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>User Guides </li></ul></ul><ul><ul><li>External access for partners and customers </li></ul></ul>
  42. 43. Creating a WSS Team Space
  43. 44. Creating a WSS Team Space (continued)
  44. 45. Creating a WSS Team Space (continued)
  45. 46. Windows SharePoint Services – Project Team Space Example
  46. 47. Windows SharePoint Services – Internal Team Space Example
  47. 48. SharePoint Portal Server <ul><li>Provides support for Community of Practice spaces, and also for key knowledge repositories. </li></ul><ul><li>Provides easy access to server-based secure spaces that are accessible from a web browser or the desktop. </li></ul><ul><li>New functions can be added to the space and the home page is easily customized. </li></ul><ul><li>Content can be added and managed by subject matter experts; no need for librarians or gatekeepers (although approvals can be used). </li></ul>
  48. 49. SharePoint Portal Server – Example Practice Portal
  49. 50. Web Publishing Center and SharePoint: Industry Practice Portal
  50. 51. Project Profile Repository <ul><li>Each project we bid on, win and deliver should have a profile in the repository that can be readily searched, based on industry, customer, or market offering </li></ul><ul><li>Profiles are simple and easy to enter </li></ul><ul><li>To create a profile, in the lower middle of the page under “Adding a Profile“ click on “Add an item” </li></ul><ul><li>Enter the information in the form </li></ul><ul><li>Include contact information for more information on the project under “Team List“ </li></ul><ul><li>Enter as much information as is available, then click on “Save and Close“ at the top of page </li></ul>
  51. 52. Project Profile Repository
  52. 53. Project Profile Submission Form
  53. 54. Project Profile Submission Form (continued)
  54. 55. Project Profile Repository – Browse by Country
  55. 56. Project Profile Repository – Browse by Industry
  56. 57. Project Profile Repository – Browse by Market Offering
  57. 58. Project Profile Repository – Example of a Profile
  58. 59. Project Profile Repository – Example of a Profile (continued)
  59. 60. Project Document Library & Contribution Wizard
  60. 61. Community Directory
  61. 62. HP Forums – Threaded Discussions
  62. 63. HP Forums <ul><li>Ad hoc threaded discussions </li></ul><ul><li>Users can participate either by the Web or by email, and read by RSS </li></ul><ul><li>Members interact with other people interested in a particular topic </li></ul><ul><li>Ask questions, provide answers, share ideas, communicate trends </li></ul><ul><li>There are forums for each of the Professions and Solution Communities, as well as many other subjects </li></ul>Web Thread Email Thread RSS Feed
  63. 64. Ask the Expert
  64. 65. Knowledge Briefs <ul><li>Knowledge briefs are exactly that: short but detailed snippets of information on a variety of topics, whether they be aspects of established technologies or overviews of the latest IT trend. </li></ul><ul><li>The purpose of knowledge briefs is to share information quickly, passing along insights, tips and tricks, and other nuggets of knowledge to other HP employees. </li></ul><ul><li>Awards are given to frequent knowledge brief contributors </li></ul>
  65. 66. Knowledge Briefs Viewer
  66. 67. Knowledge Brief – Example
  67. 68. HP Global Method
  68. 69. HP Global Method – HPS Methodology Catalogue
  69. 70. HP Global Method – Process Library
  70. 71. HP Global Method PM – Project Management Methodology
  71. 72. HP Reference2Win Program – Submit a Win
  72. 73. HP Reference2Win Program – Advanced Search
  73. 74. Tacit Knowledge Sharing: Winning the Bid Forum and HPS Podcast
  74. 75. HP Services Portfolio
  75. 76. HP MarketVision – Market Research
  76. 77. books24x7 (via HP Labs) – Online Access to IT & Business Books
  77. 78. HP Virtual Rooms
  78. 79. Grow @hp (e-learning)
  79. 80. Software: GDAS Reuse Portal and CME IP Asset Catalogue
  80. 81. Expertise Locator – Find Consultant in Resource Management MarketPlace
  81. 82. Knowledge Network News (monthly)
  82. 83. Test your knowledge: Which Web 2.0 tool would you use for each of these? <ul><li>Share </li></ul><ul><li>Publish your insights </li></ul><ul><li>Tag your favorite web sites so that others can also benefit </li></ul><ul><li>Innovate </li></ul><ul><li>Improve upon a document with a group of colleagues </li></ul><ul><li>Meet new people to brainstorm and develop new ideas </li></ul><ul><li>Reuse </li></ul><ul><li>Find market research to use in a presentation </li></ul><ul><li>Link to the good ideas of thought leaders, and expand upon them </li></ul><ul><li>Collaborate </li></ul><ul><li>Ask for help from others </li></ul><ul><li>Find people with similar interests </li></ul><ul><li>Learn </li></ul><ul><li>Listen to an interview with an expert </li></ul><ul><li>Find out what the consensus position is on a given topic </li></ul>
  83. 84. Web 1.0: Searchable Web (single starting point)
  84. 85. Web 2.0: Threaded Discussions – HP Forums RSS Feed Email Thread Web Thread
  85. 86. Web 2.0: Wiki - HPedia
  86. 87. Web 2.0: Blog - Knowledge Sharing Weekly
  87. 88. Web 2.0: Podcast - HPS OnPoint
  88. 89. Web 2.0: Social Networking Sites Facebook [email_address] LinkedIn
  89. 90. Web 2.0: Social Bookmarks (like
  90. 91. Web 2.0: Virtual Worlds – Second Life
  91. 92. Test your knowledge: Answers <ul><li>Share </li></ul><ul><li>Publish your insights - Blog </li></ul><ul><li>Tag your favorite web sites so that others can also benefit - Social bookmarks </li></ul><ul><li>Innovate </li></ul><ul><li>Improve upon a document with a group of colleagues - Wiki </li></ul><ul><li>Meet new people to brainstorm and develop new ideas - Virtual world </li></ul><ul><li>Reuse </li></ul><ul><li>Find market research - Search engine </li></ul><ul><li>Link to the good ideas of thought leaders, and expand upon them - Blog </li></ul><ul><li>Collaborate </li></ul><ul><li>Ask for help from others - Threaded discussion </li></ul><ul><li>Find people with similar interests - Social networking site </li></ul><ul><li>Learn </li></ul><ul><li>Listen to an interview with an expert - Podcast </li></ul><ul><li>Find out what the consensus position is on a given topic - Wiki </li></ul>
  92. 93. Web 2.0: Pligg (like Digg)
  93. 94. Web 2.0: WaterCooler
  94. 95. Web 2.0: Uncut (like YouTube)
  95. 96. Learning More: Ark Group Report Source: Ark Group
  96. 97. Learning More: KM Home Page http:// /
  97. 98. Learning More: KM Blog http://