© 2007 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Knowledge Management
in the Real World
Lecture given at Lawrence Technological University Stan Garfeld
October 20, 2007
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What is Knowledge Management?
•
Knowledge Management is the art of transforming
information and intellectual assets into enduring
value for an organization’s clients and its people.
•
The purpose of knowledge management is to:
−
Foster the reuse of intellectual capital
−
Enable better decision making
−
Create the conditions for innovation
•
KM provides people, processes, and technology to
help knowledge fow
−
to the right people
−
at the right time
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Invent when
needed…
Why manage knowledge?
1. Prevent redundant efort
But don’t
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Why manage knowledge?
2. Avoid repeating past
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Why manage knowledge?
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How to Do Knowledge
Management
1.
Share what you have
learned, created, and
proved
2.
Innovate to be more
creative, inventive, and
imaginative
3.
Reuse what others have
already learned, created,
and proved
4.
Collaborate with others to
take advantage of what
they know
5.
Learn by doing, from
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Share
•
Ask questions and
request help – others
will beneft from the
answers
•
Answer questions and
provide help – being the
white knight is
gratifying
•
Ofer tips, insights, and
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Share: HP users help each other
out
• Question: Apr 10, 2007
−I have been getting a problem when
searching using Google.
−When I get the results and click on one of
them it redirects me to another site and not to the selected site.
• Answer: Apr 11, 2007
−You have spyware. Use spyware removal
software.
−Update to the latest signatures before starting scan.
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Reuse: HP Proposal Web and
Presentation Builder
•
This slide and many
others are reused
from existing
presentations.
•
Think of how much
work it would take to
create them from
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Collaborate: KM Team
Marcus Funke
• Process
• Project Management
Win/ Loss Lessons
Opportunity Creation Opportunity Evaluation Development & Bid Negotiate
& Close Delivery
Project Profle Project Profle (new) Update Reuse Reuse Reuse Capture Win/ loss Lessons Learned Close-out Lessons Learned Reuse Bid Collateral Project Profle (updated) Close-out Lessons Delivery Collateral Win/ Loss Lessons Bid Collateral Project Profle (updated) Update Reuse Reuse
B e s t P r a c ti c e S ha r i n g
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Learn
Read
Watch
Attend
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Knowledge Management Mission
•
The mission of the HP Services Knowledge
Management program is to institutionalize
knowledge creation, sharing, and reuse to:
−
Increase our win rate
−
Drive down sales and delivery costs
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Goals of Knowledge Management
Increase orders, revenue, and profts by:
• Reusing materials and expertise
• Avoiding redundant efort
• Avoiding making the same mistakes twice
• Taking advantage of existing expertise and experience
• Making it easy to fnd information and resources
• Communicating important information widely and quickly
• Promoting standard, repeatable service oferings
• Providing methods, tools, templates, examples, & data to streamline
selling and delivering
• Making scarce expertise widely available
• Showing our customers how we use our knowledge for their beneft
• Accelerating delivery to our customers
• Stimulating innovation and growth
• Enabling HP Services to leverage its size
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Knowledge Management Unifed View
PEOPLE PROCESS
TECHNOLOG Y
Practice KM
- WW Lead: 1 per
- Region Lead: 1 per Region KM
-KM Lead: 1 per -K-Advisor: 1 per WW KM Team People -Technology -Process
METRICS
EMEA APJ Americas Practices
Invent Capture Reuse
• Knowledge
Capture & Reuse
• Communities of
Practice
• Best Practice
Replication
• Project Team
Collaboration
• Content
Management & Governance
• Knowledge
Capture & Reuse
• Communities of
Practice
• Best Practice
Replication
• Project Team
Collaboration • Content Management & Governance • Content Management & Governance • Authoring Excellence Program
• IP creation • Invention
Disclosure
• Patents
• Windows SharePoint Services
(WSS)
• SharePoint Portal Server (SPS) • UBB.threads (threaded
discussions)
• HP Virtual Rooms (webinars) • @hp portal (intranet)
• Roller (HP blogs) • MediaWiki (HPedia)
• Specialized applications
Country KM -KM Lead: 0-1 per -K-Advisor: 0-1 per
WW
• Participation: The number of employees
who participate in Forums
(subscriptions, postings, web site visits), divided by the total number of employees
• Capture: The number of new project
profles in the Project Profle Repository, divided by the number of new projects
• Reuse: The average amount of reuse
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Knowledge Management
Components
People
culture and values knowledge managers user surveys social networks communities training documentation communications
Technology
user interface intranet team spacesvirtual 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 classifcationmetrics and reporting management of change workfow
valuation
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Methods, Search, References, Proposals, Collateral, Software Source, Expertise Locator
Repository of feld -contributed documents containing insights & nuggets of knowledge Communities of people who come together to
share their knowledge on a common topic Project Profle Repository,
Project Document Library, Contribution Wizard Secure collaborative workspaces for project teams (including internal and external users)
Assistance in using KM tools, searching for information, and any other KM support
Knowledge Network Components
Specialized Repositories & Tools
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PEOPLE: KM Expectations
•
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
•
Read documents and take self-paced training
−
Big Picture Documents
−
User Guides and WBT
−
KM FAQ
−
How to Record Time Spent on KM Activities
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1.
Capture: Capture content and experience
from bids and projects (project profles,
lessons learned reports, bid/project
documents, solution collateral/service kit
content, knowledge briefs)
2.
Reuse: Reuse content and experience in
bids and projects (solution
collateral/service kit content, lessons
learned reports, bid/project documents,
knowledge briefs)
3.
Participation: Actively participate in at
least one community of practice, with
special focus on subscribing and posting
to Forums
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PEOPLE: Authoring Excellence
Program
•
Rewards HPS personnel who help raise customer awareness
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PEOPLE: Innovation Incentive
Program
•
The primary objective is to increase the number and quality of
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PEOPLE: Knowledge Advisors
•
Application Consultancy
−Advise on using collaborative workspaces
−Advise on using the Knowledge Network
•
Reusable Collateral
−Assist in locating reusable collateral
−Assist in searching for information to meet proposal deadlines
or when the user is not connected to the HP network
•
Connect to Knowledge Sources
−Assist in locating relevant knowledge sources
−Direct feedback to the right person within the KM team
•
Knowledge Capture & Reuse Support
−Assist users in project profle creation
−Evaluate submitted project profles, and follow up to improve
quality
•
Training & Communication and User Support
−Host webinars and walkthroughs on the Knowledge Network
−Communicate Knowledge Network information as appropriate
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PEOPLE: Communities
• 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.
• Professions are communities of
practice with the richest set of activities, governance, and structure.
• Solution Communities are for
HPS portfolio solutions that do not currently map to any of the Professions – they can evolve to become Professions.
• Specialty Forums are for niche
topics that don’t require formal communities but need threaded discussions for collaboration – they can evolve to become communities. Specialty Forums Solution Communities Professions @ hp P or ta l Kn ow le dg e N et w or k •
Professions
−Learning & Development driven
−Develop members to ft into a particular role, be
profcient in this role, and be able to deliver services from within that role
−Motivation: master the
profession
•
Solution Communities
−Focused on the particular topic
−Various roles can participate
−Passion is focused on developing, selling, and
delivering a specifc solution set and becoming very
knowledgeable about the topic
−Motivation: sell and deliver
expertly
•
Specialty Forums
−Loosely connected groups of people who want to learn about a particular topic
−No commitment in terms of
delivering something together
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PROCESS: HP Services Knowledge Flow
Customer
Engagement
Roadmap
Value to Customer
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Identify
Opportunity Opportunity Develop &Develop &Propose NegotiateNegotiate& Close& Close Implement& Ensure& DeployWon & Extend& ExpandExpandWon
Selling Stage
Roadmap
Stage OpportunityCreation OpportunityEvaluation Development& Bid Negotiate & Close Delivery Understand
Customer OpportunityValidate OpportunityQualify
SOAR Events OpportunityAssessment Approval
Bid
Approval ApprovalTs & Cs
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
PROCESS: Customer Engagement
Roadmap
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PROCESS: Knowledge Capture &
Reuse
Win/ Loss Lessons
Opportunity Creation Opportunity Evaluation Development & Bid Negotiate
& Close Delivery
Project Profle Project Profle (new) Update Reuse Reuse Reuse Capture Win/ loss Lessons Learned Close-out Lessons Learned Reuse Bid Collateral Project Profle (updated) Close-out Lessons Delivery Collateral Win/ Loss Lessons Bid Collateral Project Profle (updated) Update Reuse Reuse
B e s t P r a c t i c e S h a r i n g
Capture
33 20 Oct 2007 Participation 50% Capture 80% Reuse 45% PPR Usage 20% Portal Usage 40%
PROCESS: KM Metrics Dashboard
• Capture
The number of new projects recorded in the PPR as a percentage of all new
projects booked. Goal: 80%
• Reuse
The average amount of project content that was reused by new projects
entered into the PPR for this month. Goal: 45%
• PPR Usage
The number of employees who reviewed one or more project profles from the PPR this month, as a percentage of total C&I population. Goal: 20%
• Portal Usage
The number of employees who visited one or more practice portals looking for ofcial content this month, as a percentage of total C&I population. Goal: 40%
• Participation
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%
23%
61%
76%
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TECHNOLOGY: Overall KM Architecture
•
The HPS KM environment
is organized into 3 layers:
−
Intranet sites
−
Community portals
−
Team collaboration spaces
HPS TSG
@HP
…
Teams
Communities
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Project Team Collaboration
•
Project teams should collaborate during the project
lifecycle
•
Windows SharePoint Services (WSS)
Provides support for web-based team collaboration
Server-based secure spaces that are accessible from a web
browser or the desktop – online, with no client software
Standard templates provided for projects
New functions can be added and the home page is easily
customized
Create Team Spaces through self-services
Training
User Guides
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SharePoint Portal Server
•
Provides support for Community of Practice spaces,
and also for key knowledge repositories.
•
Provides easy access to server-based secure spaces
that are accessible from a web browser or the
desktop.
•
New functions can be added to the space and the
home page is easily customized.
•
Content can be added and managed by subject
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Project Profle Repository
•
Each project we bid on, win and deliver should have
a profle in the repository that can be readily
searched, based on industry, customer, or market
ofering
•
Profles are simple and easy to enter
•
To create a profle, in the lower middle of the page
under “Adding a Profle“ click on “Add an item”
•
Enter the information in the form
•
Include contact information for more information on
the project under “Team List“
•
Enter as much information as is available, then click
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HP Forums
•
Ad hoc threaded discussions
•
Users can participate either by the Web or by email, and read
by RSS
•
Members interact with other people interested in a particular
topic
•
Ask questions, provide answers, share ideas, communicate
trends
•
There are forums for each of the Professions and Solution
Communities, as well as many other subjects
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Knowledge Briefs
•
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.
•
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.
•
Awards are given to frequent knowledge
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Tacit Knowledge Sharing:
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books24x7 (via HP Labs) –
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Test your knowledge: Which Web 2.0
tool would you use for each of these?
Share
1. Publish your insights
2. Tag your favorite web sites so that others can also beneft
Innovate
3. Improve upon a document with a group of colleagues 4. Meet new people to brainstorm and develop new ideas
Reuse
5. Find market research to use in a presentation
6. Link to the good ideas of thought leaders, and expand upon them
Collaborate
7. Ask for help from others
8. Find people with similar interests
Learn
9. Listen to an interview with an expert
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Web 2.0: Threaded Discussions – HP
Forums
RSS Feed
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Web 2.0: Social Networking Sites
me@hp
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Test your knowledge:
Answers
Share1. Publish your insights - Blog
2. Tag your favorite web sites so that others can also beneft - Social
bookmarks Innovate
3. Improve upon a document with a group of colleagues - Wiki
4. Meet new people to brainstorm and develop new ideas - Virtual
world Reuse
5. Find market research - Search engine
6. Link to the good ideas of thought leaders, and expand upon them -
Blog Collaborate
7. Ask for help from others - Threaded discussion
8. Find people with similar interests - Social networking site
Learn
9. Listen to an interview with an expert - Podcast
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Learning More: Ark Group Report
http://www.ark-group.com/home/publication.a
sp
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Learning More: KM Home Page
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Learning More: KM Blog
