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What KM means for companies

What KM means for companies. 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.

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What KM means for companies

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  1. What KM means for companies Presented by Sanjit Pal for STC, Mumbai Chapter

  2. 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

  3. Two Thrusts - Processes of Innovation – creation and conversion of new knowledge - Sharing best practices Presented by Sanjit Pal for STC, Mumbai Chapter

  4. 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

  5. Tools and Techniques • Infrastructure – groupware, intranets, document management, KM suites • Thinking – concept mapping, creativity tools • Gathering, discovering – search engines, alerting, push, data mining, intelligent assets • Organizing, storing – data warehousing, OLAP, metadata, XML • Knowledge Worker Support – Case based reasoning, decision support, workflow, and community support • Application Specific – CRM, Expertise Profiling, Competitive Intelligence Presented by Sanjit Pal for STC, Mumbai Chapter

  6. Critical Success Factors • Knowledge Leadership • Clear Business Benefits • Systematic Processes • A Knowledge Sharing Culture • Continuous Learning • An effective information and communications infrastructure Presented by Sanjit Pal for STC, Mumbai Chapter

  7. Some Examples • Create/Discover – 3M, Glaxo Wellcome • Codify – BHA, Standard Life, PwC • Diffuse – H-P, Thos. Miller, Rover, BP • Use – Buckman, Steelcase, PwC, Anderson • Process/ Culture – Cigna, Analog • Conversion – Monsanto • Measure / Exploit – Skandia, Dow Presented by Sanjit Pal for STC, Mumbai Chapter

  8. 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

  9. 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

  10. 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

  11. Initial Focus Sales & Marketing – Global Teams Continued Focus Technical Documents related to Projects Presented by Sanjit Pal for STC, Mumbai Chapter

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. 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

  18. 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

  19. 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

  20. 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

  21. 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

  22. Why Sharepoint Portal? - Limited Users, where scalability is not a issue - Content Management Explored Largely - TCO suited for small to mid-sized organizations Presented by Sanjit Pal for STC, Mumbai Chapter

  23. Team • 1 Project Manager • 2 Project Leader • 1 Web Designer • 1 Content Manager • 6 Programmers Presented by Sanjit Pal for STC, Mumbai Chapter

  24. Target Departments • Projects • Human Resources Presented by Sanjit Pal for STC, Mumbai Chapter

  25. Issues • Lack of technical support from vendors • Integration with legacy applications built on Oracle platform • Support departments reluctance to accept the new technology like HR, Admin and Accounts • High attrition among technical staff leading to intermittent halt of content capture from Projects division Presented by Sanjit Pal for STC, Mumbai Chapter

  26. KM – Why It May Fail • KM is not a panacea of all your organization’s information accessibility and retrieval issues….so expectations should be subdued • KM 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

  27. KM – Why It May Fail • Department-wise KM is a better strategic decision than Organization-wide KM • Organizations 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

  28. KM – Formula for Success • Nothing as such • Don’t think elimination of all such problems as mentioned in the previous slide will lead to overwhelming success • Don’t assume that factors which mattered in the success of KM in one organization will work for another • KM – is about a culture change, mindset change • KM – Journey from transforming your working habits that requires finding and utilizing information from manual sources on the KM portal • KM – is a never-ending journey…………a dedicated department helps its continuous evolution Presented by Sanjit Pal for STC, Mumbai Chapter

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