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Guideline for Knowledge Management in BPO

Name Role

Prepared By / Last Updated By Pradeepan Venukanthan BPO PO

Reviewed By Sainath BPO PDT (LeaderProcess and Quality)

Approved By VijayaKumar G S BPO Manager

Signature Date 11-Jan-08 14-Jan-08 22-Jan-08

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Knowledge Management Guidelines

Table of Contents
1.0 Introduction 3
3 3 4 4 5 1.1 Abstract 1.2 Introduction 1.3 Knowledge Management 1.4 Knowledge Management Strategy 1.5 Sharepoint Portal

2.0 3.0

Definitions and Acronyms Tasks

6 7
7 8 8 10 11 11 11 12 14 16 17 17 17 18 18

3.1 Establishment of KM Portal 3.1.1 Input, Tools & Techniques and Output 3.1.2 Activities 3.1.3 Verification 3.1.4 Measurements Applicable 3.2 Maintain Knowledge Assets 3.2.1 Input, Tools & Techniques and Output 3.2.2 Activities 3.2.3 Verification 3.2.4 Measurements Applicable 3.3 Reuse of process assets 3.3.1 3.3.2 3.3.3 3.3.4 Input, Tools & Techniques and Output Activities Verification Measurements Applicable

4.0 5.0 6.0

Tailoring Matrix Templates References

19 21 21

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1.0 Introduction
1.1 Abstract
The knowledge management goal for organizations must lead to leveraging the organizational knowledge for benefits in business. The generic organizational knowledge management provides a basic understanding of the knowledge management philosophy. The scope of implementing this philosophy involves a complete change in the way people, process and technology interact with each other and is influenced by the uniform corporate culture. Leveraging everyones knowledge both in BPO service arms is a key objective for Cognizant. This document will define the applicable procedure for Knowledge sharing, dissemination and consumption.

1.2 Introduction
The path to reach the skies in business benefits in a business organizational structure that has its roots in organizational knowledge is to manage mindsets. At the first instance, it is the technology-companies which could find this philosophy of management most relevant. Effective product innovation is imperative for the survival, growth and profitability of an organization which associates itself to the core knowledge industry. Speaking of current statistics in the industry, a company utilizes only twenty percent of its available knowledge asset. This number shows the average production capacity which is being pooled. This fact brings to light the untapped potential that can fuel the production and drive the profitability in an organization. The current trends in knowledge industry show that over seventy percent dependency is on floating knowledge (knowledge workers) and a small part of production depends on static knowledge (documented information). It is essential that we manage the floating knowledge into repositories which over a period of time grows to become a substantial source of relevant information and expertise. Modern enterprises must adopt a deliberate and systematic approach to managing the drivers of innovation and expertise in order to create and deliver effective services and thus maintain competitive advantage

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1.3 Knowledge Management


Knowledge management starts from the level of individuals involved in an innovation, if practiced widely, can improve organizations ability to achieve development results. Knowledge management is all about converting the available raw data into understandable information which forms a reusable repository for any future service being offered which anticipates similar kind of experiences. Knowledge management tools only work when individuals see the direct benefits in linking their personal knowledge management systems with organizational knowledge management systems. The knowledge workers must believe that the chores of contributing to an organizational knowledge management program benefits themselves and the communities with which they work. At the individual level, knowledge management involves a range of relatively simple and inexpensive techniques and tools that anyone can use to acquire, create and share knowledge, extend personal networks and collaborate with colleagues without having to rely on the technical or financial resources of the organization. Implemented from the bottom up by one development worker at a time, these techniques can increase productivity and enthusiasm and help to build momentum that can overcome the technological and social barriers to top-down, organizationwide knowledge management initiatives

1.4 Knowledge Management Strategy


For an organizational structure like Cognizant BPO where the verticals that handle projects in different domains it would be a valued experiment to maintain Vertical Specific Knowledge Centers. In Cognizant BPO these Vertical specific knowledge centers are called as sharepoint portal or KM portal. These centers would be headed by a knowledge coordinator or a champion. He would be responsible for synchronizing the information across the entire vertical into a generic vertical specific repository. It would be the responsibility of team leads and Operations managers to ensure every member of their process not only contributes but also practices using this repository to drive performance at work. The Knowledge Management would be done under seven layers - The Seven Layer Structure: Customer Knowledge - The most vital knowledge for delivering performance. All the customer specific details including the contact person, contact details, address, and phone numbers would be captured as part of the BPO PMO. All the details can be imported from BPO PMO and archived in the KM tool. Knowledge in Processes - Applying the best know-how while performing core tasks. All the details with respect to specific processes would be captured in this module those would be addressed as process assets. Knowledge in Services The type of service that the process provides. All the information with respect to services that the process provides would get covered here.

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Knowledge in People The most precious asset of all. All the details with respect to people will be stored. Organizational Memory - Drawing on lessons from the past. Lessons learnt, best practices etc will be stored. Knowledge in Relationships - Deep knowledge that underpins successful collaboration. Here all details with respect to SOW/SLA/MSA and other contractual, feedbacks will be stored here. Knowledge Assets - Measuring and managing individuals intellectual capital. All details with respect to innovations, improvements, ideas etc will be stored here.

All the Knowledge Management is being done through Sharepoint portal which is created for each of the Engagement.

1.5 Sharepoint Portal


SharePoint Portal Server SharePoint Portal Server is a tool for knowledge workers, offering them a powerful new way to organize, find, and share information. Central point of access SharePoint Portal Server is a central point of access to business critical information and applications through a customized web-based portal interface combined with powerful enterprise search technology. Document collaboration Sharepoint Portal Server provides a document collaboration and management solution that is especially intuitive for users of Office, the Windows operating system, and Internet Explorer. Content SharePoint Portal Server typically is used to store business information contained in documents such as Word documents, spreadsheets, and PDF files. SharePoint Portal Server provides workgroup management of this type of content and enables its availability to enterprise search and

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its publication on intranet portals. Features Publishing to an intranet portal site: An intranet portal makes it possible for users inside or outside your organization to search for and gain access to critical business information regardless of format. Searching across multiple locations: Enable users to easily search a variety of sources, including SharePoint Portal Server workspaces, web sites, file systems, Microsoft Exchange Server folders, and Lotus Notes databases. Document access based on user roles: Role-based security helps you control access to documents and other types of content. Review and approval: Document routing enables you to control when a document is ready to be published to an intranet portal site. Advantages Industry leading search Mainstream document management Customizable portal Deep integration with Office

2.0 Definitions and Acronyms


Abbreviations Used
BPO

Expansion
Business process outsourcing

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SLS KM EPP SOP MOM FMEA SOW MSA CARES CAPA

Seven layer Structure Knowledge Management Engagement project plan Standard operating procedure Minutes of Meeting Failure mode, effect analysis Statement of work Master service agreement Connect, Assess, Re-design, Execute, Stabilize Corrective Action, Preventive action

3.0 Tasks
3.1 Establishment of KM Portal
Following are the activities are carried out: All the portals will be created at an Engagement Level The Engagement portal will be created by the transformation team All the portal will take the naming convention Engagement Name Portal. Ex: Ingenix Portal The Administrator of the portal would be the respective Operations Manager(s) of the engagement Each of the projects under the Engagement would create a separate folder with the naming convention Project Name KM Ex: Credentialing- KM Each of the processes under the projects will have a separate folder with the naming convention Process Name KM Ex: CAQH Data KM All the documents will be maintained at the Process level under the SLS approach. Brief description about the Engagement would be available at the home page

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All the news, announcements and happenings would be maintained at the home page KM portal will also serve as a forum for discussions KM portal can also be used for Issue management, Query management and update management

3.1.1
New Engagement

Input, Tools & Techniques and Output


Inputs Tools and techniques KM Portal Outputs KM Portal created

Existing Engagement which doesnt have KM portal

3.1.2
Tasks

Activities
Work Prod ucts NA NA NA NA NA NA NA Role(s) Responsibilities

Creation of KM Portal Add and customize pages Apply all design elements as required Manage portal site/audiences/user profiles Providing Access rights Upload of all documents and process assets into KM portal Creation of query, issue and update mechanism in KM portal through tasks, discussion forums, surveys and announcements

Content Manager Designer Content Manager Designer Content Manager Designer Content Manager Designer Administrator Administrator Administrator

and Web and Web and Web and Web

Transformation Team Member Transformation Team Member Transformation Team Member Transformation Team Member Operations Manager Operations Manager Operations Manager

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Monitor, Control Usage of Documents Manage KM Portal Additional access rights, ensure folder structure is maintained as per master list of documents and records, remove obsolete documents Add, modify alerts, discussion forums Prepare KM plan for the list of documents and process assets in KM portal in accordance with business and organizational objectives Review the documents as per the defined frequency and modify the same Analyze the documents, engagement knowledge and process assets for reuse, for making process improvements and sharing of best practices

NA NA

Administrator Administrator

Operations Manager Operations Manager

NA NA

Administrator Administrator

Operations Manager Operations Manager

NA

Administrator

Operations Manager

NA

Administrator

Operations Manager

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3.1.3

Verification
Tasks Work Products NA NA Role(s) Content Manager Designer Administrator and Web Responsibilities Transformation Manager Business Leader

Verifying that the creation of KM Portal is as per guidelines laid out Ensuring that the access rights provided are as per access control document Ensuring all the process assets, documents are uploaded into the KM portal. Ensure the folder structure is maintained Ensure that the customer sensitive documents are stored in separate document library with restricted access control Ensure that the documents are uploaded only after it is reviewed and approved by the operations manager. Monitor, Control Usage of Documents Manage KM Portal Add, modify alerts, discussion forums Ensure that the KM plan prepared is aligned with the business objectives Approve the modified documents

NA

Administrator

Business Leader

NA

Administrator

Business Leader

NA

Administrator

Business Leader

NA NA NA

Administrator Administrator Administrator

Business Leader Business Leader Business Leader

NA

Administrator

Business Leader

NA

Administrator

Business Leader

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3.1.4
NA

Measurements Applicable

3.2 Maintain Knowledge Assets


3.2.1 Input, Tools & Techniques and Output
Inputs KM Portal Created Tools and techniques KM Portal Outputs Knowledge and Process assets maintained

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3.2.2
EPP SOP

Activities
Work Products
EPP SOP Team Information Team Information Performance Dashboard Risk Management

Tasks

Role(s)
Transition Manager/ Team Lead Team Lead/Training Lead Operations Manager Operations Manager Operations Manager/Team lead Transition Manager/Operations Manager/Team lead Team lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Business Leader/Operations Manager Business Leader/Operations Manager

Responsibilities
Transition Manager/ Team Lead Team Lead/Training Lead Operations Manager Operations Manager Operations Manager/Team lead Transition Manager/Operations Manager/Team lead Team lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Team Lead/Training Lead Business Leader/Operations Manager Business Leader/Operations Manager

Roles and Responsibilities Organization Chart Operations review and MOMs FMEA

Process Documents Training Documents Training plan Attendance sheets Test Scores Refresher plan Feedback Sheets Skill/Competency matrix SOW

SOP Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Transition Documents

MSA

Transition Documents

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Transition documents CARES

Transition Documents

Transition Manager/Operations Manager Operations Manager/Team Lead Team Lead Team Lead/Quality Lead Team Lead/Quality Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Team Lead

Transition Manager/Operations Manager Operations Manager/Team Lead Team Lead Team Lead/Quality Lead Team Lead/Quality Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager/Team Lead Team Lead Team Lead Team Lead Operations Manager/Team Lead Team Lead

Feedbacks from customer Customer complaint log Quality Checking Process and plan CAPA Continual improvement plan Issue log/Query Log Attendance record Process control document Billing documents Best practices/Initiatives/Lessons Learnt All Procedure documents Access control document Customer communication mails Dashboards Rewards and Recognition Inventory Report Production Report Quality Report Attrition Report Change Management log

Customer Communication Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Issue log Team Information SOP Team Information Performance Dashboard SOP Access Records Customer Communication Performance Dashboard Team Information Team Performance Team Performance Quality Control & Improvement Team Information SOP

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Team Details Handover/Takeover document Resource Request document Customer information repository

Team Information Team Information Team Information Customer Communication

Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager Operations Manager/Team Lead

Operations Manager/Team Lead Operations Manager/Team Lead Operations Manager Operations Manager/Team Lead

Note 1. Tasks refer to the documents to be maintained 2. Operations Manager has administrator access to all documents. Operations manager may decide to delegate his responsibility of being an administrator to any associate belonging to that project. 3. Associates not belonging to that engagement will have No Access to the KM portal. 4. Any other process assets other than those mentioned in the list above can be stored in others folder 5. The folders that are being maintained in the process( Document library) shall be access controlled as per the access control document 6. Any information for which an associate doesnt have access to or additional information is needed he/she can contact the administrator of the KM portal through mails or by raising a query in the KM portal for obtaining the same.

3.2.3

Verification
Tasks
EPP SOP Roles and Responsibilities Organization Chart Operations review and EPP SOP Team Information Team Information Performance Dashboard

Work Products

Role(s)
Operations Manager Operations Manager Business Leader Business Leader Business Leader

Responsibilities
Operations Manager Operations Manager Business Leader Business Leader Business Leader

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MOMs FMEA Process Documents Training Documents Training plan Attendance sheets Test Scores Refresher plan Feedback Sheets Skill/Competency matrix SOW Risk Management SOP Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Training and Development Transition Documents Business Leader Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Business Leader/Operations Manager Business Leader/Operations Manager Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Operations Manager Operations Manager Business Leader Business Leader

Knowledge Management Guidelines

Business Leader Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Operations Manager Business Leader/Operations Manager Business Leader/Operations Manager Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Operations Manager Operations Manager Business Leader Business Leader

MSA

Transition Documents

Transition documents CARES Feedbacks from customer Customer complaint log Quality Checking Process and plan CAPA Continual improvement plan Issue log/Query Log Attendance record Process control document Billing documents Best practices/Initiatives/Lessons Learnt

Transition Documents Customer Communication Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Quality Control & Improvement Issue log Team Information SOP Team Information Performance Dashboard

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All Procedure documents Access control document Customer communication mails Dashboards Rewards and Recognition Inventory Report Production Report Quality Report Attrition Report Change Management log Team Details Handover/Takeover document Resource Request document Customer information repository

SOP Access Records Customer Communication Performance Dashboard Team Information Team Performance Team Performance Quality Control & Improvement Team Information SOP Team Information Team Information Team Information Customer Communication

Operations Manager Business Leader Business Leader Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Business Leader Business Leader Operations Manager Operations Manager/Team Lead

Operations Manager Business Leader Business Leader Business Leader Business Leader Operations Manager Operations Manager Operations Manager Business Leader Operations Manager Business Leader Business Leader Operations Manager Operations Manager/Team Lead

3.2.4
NA

Measurements Applicable

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3.3 Reuse of process assets


3.3.1 Input, Tools & Techniques and Output
Inputs Maintenance of process assets in KM portal Tools and techniques KM Portal Outputs Use of process assets for reuse, process improvements and best practice sharing

3.3.2

Activities
Work Products
Process assets in KM portal

Tasks
Identify process assets and work products and best practices that can be made available for reuse Modify the process assets to comply with IPR before making it available Provide the assets for reuse to the quality team Check for correctness and clarity and upload the same in BPO level KM portal Reuse the process assets as per engagement requirements, make modifications as appropriate Document the list of process assets reused in EPP

Role(s)
Team Lead/Team Manager Team Lead/Team Manager Team Lead/Team Manager Quality Team

Responsibilities
Team Lead/Team Manager

Process assets in KM portal Process assets

Team Lead/Team Manager Team Lead/Team Manager

Process assets

Quality Team

Process assets

Team lead/Team Manager and Operations Manager of all engagements Team lead

Team lead/Team Manager and Operations Manager of all engagements Team lead

EPP

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3.3.3

Verification
Tasks Work Products
Process assets in KM portal

Role(s)
Operations Manager

Responsibilities
Operations Manager

Verify that the identified process assets for reuse doesnt violate Intellectual property rights of the client, doesnt contain any client sensitive information Review the usage of process assets Approve the documents to be reused by the engagements manager that is reusing the process asset

Process assets Process asset

Quality Team Operations

Quality Team Operations Manager Manager of the engagement that is reusing the process asset

3.3.4
NA

Measurements Applicable

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4.0 Tailoring Matrix


S.No
1 2 EPH SOP

Task

Scenario
All projects All projects

Applicability & Tailorablity


M M SOP template is tailorable

Roles and Responsibilities Organization Chart

All projects

M R&R template is tailorable

All projects

M Org Chart template is tailorable

5 6 7

Operations review and MOMs FMEA Process Documents

All projects All projects All projects

M M O If the process has SOPs/ PCD and it covers all aspects of the process then it need not have separate process documents

Training Documents

All projects

M The template is tailorable

9 10

Training plan Attendance sheets

All projects All projects

M M The template is tailorable

11

Test Scores

All projects

M The template is tailorable

12 13 14 15 16 17

Refresher plan Feedback Sheets Skill/Competency matrix SOW MSA Transition documents CARES

All projects All projects All projects All projects All projects All projects

M M M Template is tailorable M M M Refer to QGBP-Tailor for CARES related tailorability

18

Feedbacks from customer

All projects

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19 20 21 22 23 24 25 26 27 Customer complaint log Quality Checking Process and plan CAPA Continual improvement plan Issue log/Query Log Attendance record Process control document Billing documents Best practices/Initiatives/Les sons Learnt All Procedure documents Access control document Customer communication mails Dashboards Rewards and Recognition Inventory Report Production Report Quality Report Attrition Report Change Management log Team Details Handover/Takeover document Resource Request document Customer information repository

Knowledge Management Guidelines


All projects All projects All projects All projects All projects All projects All projects All projects All projects M M Template is tailorable M M M O M O M Template is tailorable All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects All projects M M O M Template is tailorable O M Template is tailorable M Template is tailorable M Template is tailorable O M O M M O

28 29 30 31 32 33 34 35 36 37 38 39 40 41

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Legend: Use M for Mandatory, Ofor Optional and NA for Not applicable Tailoring can be done at the task/activity levels. When a task is not applicable, activities under that need not be listed in the second column.

Tailoring
Framework: All Optional tasks/Activities should include a tailoring rule under which it can become optional Project level: Stages/Tasks/Activities that are not applicable should be marked as NA with appropriate remarks.

5.0

Templates
NA

6.0
Right View Area

References
Description View an area and its contents. Site groups assigned right by default Reader Contributor

Content Manager

Web Designer

Administrator

View Pages

View pages in an area.

Reader Contributor

Content Manager

Web Designer

Administrator

Add Items

Add items to lists.

Contributor

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Add documents to SharePoint document libraries.

Content Manager

Add Web Discussion comments.

Web Designer

Administrator

Edit Items

Edit items in lists. Edit documents in SharePoint document libraries.

Contributor Web Designer

Customize Web Part Pages in SharePoint document libraries.

Administrator

Delete items from a list, documents from a document library, Web discussion comments in documents.

Manage Personal Views

Create, change, and delete personal views of lists.

Contributor Content Manager

Web Designer

Add/Remove Personal Web Parts

Add or remove Web Parts on a personalized Web Part Page

Contributor Content Manager

Web Designer

Update Personal Web Parts

Update Web Parts to display personalized information

Contributor Content Manager

Web Designer

Cancel Check-Out

Check in a document without saving the current changes.

Contributor Content Manager

Web Designer

Administrator

Add and Customize Pages

Add, change, or delete HTML pages or Web Part Pages.

Content Manager

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Edit the portal site by using a Windows SharePoint Services-compatible editor.

Web Designer

Administrator

Create Area

Create an area on the portal site.

Content Manager Web Designer

Administrator

Manage Area

Delete or edit the properties for an area on the portal site.

Content Manager Administrator

Manage Area Rights Apply Style Sheets

Add, remove, or change user rights for an area. Apply a style sheet (.CSS file) to an area or the portal site.

Administrator Web Designer Administrator

Browse Directories

Browse directories in an area.

Contributor Content Manager

Create Personal Site

Create a personal SharePoint site.

Contributor Content Manager

Use Personal Features Manage Alerts

Use alerts and personal sites.

Contributor

Change alert settings for the portal site. Manage alerts for users.

Administrator

Manage User Profiles Manage Audiences Manage Portal Site

Add, change, or delete user profile information and properties. Add, change, or delete audiences. Specify portal site properties and manage site settings.

Administrator Administrator Web Designer Administrator

Manage Search Search

Add, change, or delete index and search settings in the portal site. Search the portal site and all related content.

Administrator Reader Contributor

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Web Designer

Content Manager

Administrator

Add and Customize Pages

Create ASP.NET, ASP, and HTML pages for a Web site.

Web Designer Administrator

Add Items

Add items to lists or documents to document libraries.

Contributor Web Designer

Administrator

Add/Remove Personal Web Parts

Add and remove Web Parts to personalize Web Part Pages.

Contributor Web Designer

Administrator

Apply Style Sheets

Apply a style sheet to the entire Web site.

Web Designer Administrator

Apply Themes and Borders

Apply a theme or border to an entire Web site.

Web Designer Administrator

Browse Directories

Browse the directory structure of a Web site.

Contributor Web Designer

Administrator

Cancel Check-out

Cancel the check-out action performed by another user

Web Designer Administrator

Create Cross-Site Groups

Create or delete cross-site groups, or to change membership of a cross-site group.

Contributor Web Designer

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Administrator

Create Sites and Workspaces

Create a new subsite or workspace, such as a Document Workspace or Meeting Workspace.

Reader Contributor

Web Designer

Administrator

Delete Items

Delete list items and documents from the Web site.

Contributor Web Designer

Administrator

Edit Items

Edit existing list items and documents in the Web site.

Contributor Web Designer

Administrator

Manage Lists

Create, edit, or delete lists and change their settings.

Web Designer Administrator

Manage List Rights Manage Personal Views

Change rights for a list or document library. Create, edit, or delete personal views on lists.

Administrator Contributor Web Designer

Administrator

Manage Site Groups

Create, delete, and edit site groups, both by changing the rights assigned to the site group and by changing which users are members of the site group. Perform administration tasks for a particular site or subsite. Update Web Parts to display personalized information.

Administrator

Manage Web Site Update Personal Web Parts

Administrator Contributor Web Designer

Administrator

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Self-Service Site Creation

Knowledge Management Guidelines


Use the Self-Service Site Creation tool to create a top-level Web site. Reader Contributor

Web Designer

Administrator

View Items

View items in lists, documents in document libraries, and Web discussion comments.

Reader Contributor

Web Designer

Administrator

View Pages

Browse pages in the Web site.

Reader Contributor

Web Designer

Administrator

View Usage Data

View reports on Web site usage.

Administrator

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