Presentation to SIKM Community, February 21, 2012

1. Aligning People, Process and Technology
in Knowledge Management
SIKM Community Teleconference
February 21, 2012
© Missing Puzzle Piece Consulting, 2012 1

2. Agenda
• Introduction
• Approach
• Roadmap
• Technologies
• Case Studies
© Missing Puzzle Piece Consulting, 2012 2

3. Who am I?
• Accountant and IT
Management by education
• KM consultant by choice
• Chief Chaos Organizer at
Missing Puzzle Piece
Consulting, Knoco franchisee
• 4 yrs KM Program Manager in
HP
• 8 yrs as consultant to a variety
of companies including BMO,
HSFO, Kodak, HP, Zenon
Environmental, OSC, CIBC
• Based in Toronto
© Missing Puzzle Piece Consulting, 2012 3

4. Knowledge Management
Definition
• Connecting people to the knowledge they
need to do their jobs whether that knowledge
is tacit or explicit
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5. Approach
People
Technology Process
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6. Business-IT Alignment
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7. Knowledge Management Roadmap
Evolve
Use
Implement
Design/ •Change
Mgmt
Develop/ Test
Select •Processes
technology •Metrics
Resolve:
Analyze: •Policies
•Knowledge &
Collect: •Human, process flows
Social, and
•Business •Metrics
Intellectual
Processes Capital Best •Strategic
•Information Practices Goals
Flows •Governance
•Organization
Strategy and
Plan
•IT Strategy
and Plan
© Missing Puzzle Piece Consulting, 2012 7

8. Which technology to pick?
• What problem are you trying to solve?
• What challenge are you trying to overcome?
© Missing Puzzle Piece Consulting, 2012 8

9. Categories of KM Technologies
Unstructured Knowledge
•Domain Knowledge Wikis
•Blogging
•Communities of Practice
•Collaboration
•Document and Content Management
•Portal
Search
Structured Knowledge Semi-structured Knowledge
•Configuration Management •Lessons Learned Database
Database •Yellow Pages/ Expertise Location
© Missing Puzzle Piece Consulting, 2012 9

10. Knowledge Management Technology
Organization/ Business Intelligence/ Data Warehouse
Enterprise
eDiscovery
Communities of
CRM, Contact Centre, Incident Practice,
Context
Management/Helpdesk Expertise
location
Group/team
Records Social
Management Media
ECM
Document Capture Component Content
Management
Portal
Collaboration
Individual
Search
Learning Management/eLearning
Scan, Capture, Package, Share, Transform,
Map Create Store Apply Innovate
Adapted from: Knowledge Managements by Despres and Chuvel,
Journal of KM, vol 3, no. 2 1999, p119.
© Missing Puzzle Piece Consulting, 2012 10

11. Enterprise Technologies, Structured
and Unstructured Knowledge
Business Customer Contact Centre Incident Learning Expertise Location
Intelligence and Relationship Management/ Management
Data Warehouse Management Helpdesk System/ eLearning
Common Better decisions Ensure sales staff Improve Enable IT to quickly Administer and Locate experts
business problem making at all have current customer identify and resolve track employee within the
solved levels: strategic, information for experience for service outages training records organization and
operational, and customer service and enable them to
Establish a historical Deliver training and
tactical interactions support collaborate
record of service test participant
Standardize and Improve outages and learning Reduce duplication
streamline sales and customer incidents as well as of effort
marketing processes loyalty their resolutions for
Reduce the threat
reuse and analytics
Track and analyse Reduce cost of of communication
marketing customer Provide single point breakdown
campaigns support of contact
Reduce time to find
Tracks IT efforts Subject Matter
and provide Experts (SME’s)
visibility into service
support
© Missing Puzzle Piece Consulting, 2012 11

12. Enterprise Technologies,
Unstructured Knowledge
Records Component Content/ Imaging, Search Portal Workflow eDiscovery
Management Content Document Forms,
Management Management Document
(ECM) Capture
Common Compliance Improve Central place to Reduce paper Improve Central place to Improve Improve
business Management document go for information go for compliance to security of
Reduce storage
problem quality, documents retrieval information and processes information
Productivity costs of paper
solved consistency, and access to
enhancement Improve Improve Reduce
standardization Standardize systems
accessibility efficiency litigation
Risk data collection
Increase regardless of through costs
Management (through forms)
productivity in location consistency
Reduce risk
creating content Streamline and
Improve
processes standardiz-
Streamline document
ation
document/cont lifecycle
ent update management Improve the
process ability to
Increase reuse
execute
of documents/
administrative
information
and
compliance
processes
consistently
Reduce
process
execution
© Missing Puzzle Piece Consulting, 2012 12
time

13. Social Media and Collaborative
Technologies
Blogs Micro- Social Collaboration
blogging Networking
Instant Document Wiki Virtual Community of
Messaging Mgmt Meeting Practice
Common Communica- Quick, Communica- Quick, Everyone Everyone Facilitating Organizational
business tion across status-type tion immediate who should who should global/ virtual learning
problem functions, communicati communicat have access have access teams
Sharing/ Sharing
solved teams, on across ion among to a to the
finding Reducing travel expertise
depts, functions, colleagues document information
expertise costs
stakeholder teams, has access has access
groups departments
Reduces Reduces
, stakeholder
confusion confusion
groups
caused by caused by
emailing emailing
documents documents
Sharing Sharing
information information
Timely Timely
creation and creation and
updating of updating of
information information
© Missing Puzzle Piece Consulting, 2012 13

14. Knowledge Management Roadmap
Evolve
Use
Implement
Design/ •Change
Mgmt
Develop/ Test
Select •Processes
technology •Metrics
Resolve:
Analyze: •Policies
•Knowledge &
Collect: •Human, process flows
Social, and
•Business •Metrics
Intellectual
Processes Capital Best •Strategic
•Information Practices Goals
Flows •Governance
•Organization
Strategy and
Plan
•IT Strategy
and Plan
© Missing Puzzle Piece Consulting, 2012 14

15. CASE STUDIES
© Missing Puzzle Piece Consulting, 2012 15

16. Case Studies 1/2
Case Study KM Technology KM Implementation Results, if known
Automotive Manufacturer Knowledge Base Successful Improved product quality
Reduced structural costs
Improved time to market
Commercial OTS system provided
functionality, and other requirements
specified
Bovis Lend Lease Hybrid of Expertise Successful Saved money and mitigated risk
Location and Knowledge
Improved the sales process
Base
Better integration of the company’s global
operations
ConocoPhillips Communities of Practice Successful Functional excellence, including safety,
decreased environmental impact, reduced lost
production
Environmental Company Document Management Unsuccessful and then Increased number of users using the system
successful by 50%, saved their million dollar investment
Financial Institution, IT Department Document Management Unsuccessful Lost VP support, project shelved
High Technology Company #1 Enterprise Content Successful Significant ROI on technology investment,
Management validated by external 3rd party
6500+ employees participating in knowledge
sharing
© Missing Puzzle Piece Consulting, 2012 16

17. Case Studies 2/2
Case Study KM Technology KM Implementation Results, if known
High Technology Company #2 Portal Unsuccessful Marketing process aligned with portal design,
but lost management support and not
implemented.
ICICI Bank Enterprise Content Successful KM processes became the way they worked.
Management
Multinational Fast Moving Consumer Communities of Practice Successful In the first five years sales in the small retail
Goods Company sales channel in the 12 emerging markets
trebled, while profits have more than
doubled.
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.
Ontario Council of Agencies Serving Enterprise Content In progress Making progress implementing the strategy,
Immigrants Management and but constrained by resources.
Collaboration
Pharmaceutical Company Portal Unsuccessful Project failed due to alienation of stakeholders
and lack of participation of users.
Professional Services Firm Enterprise Content Unsuccessful Project failed because management could not
Management, accept that technology wasn’t the answer,
Communities of practice, that people and process needed to be
CRM integrated into the solution.
© Missing Puzzle Piece Consulting, 2012 17

18. Thank You!
© Missing Puzzle Piece Consulting, 2012 18