Messbares Wissensmanage ment

Messbares Wissensmanagement als Geschäftsvorteil

Peter H. Reiser
Principal Engineer, CTO Office Sun Microsystems Inc.

Agenda
• • • • Problemstellung Zielsetzung Lösungsansatz Ausblick

Sun Proprietary/Confidential: Internal Use Only

Problemstellung
• Senior Management Commitment
> Was bringt der Firma

Wissensmanagement? > Was ist der Business Case?

• Wie messe ich Erfolg?
> Verständnis der Benutzer > Wieso soll ich Wissen weitergeben? > “What is in it for me?“

• Zu komplexe Prozesse & Systeme
> Wissensarbeit ist nicht integriert in den

Geschäftsprozessen und Geschäftsanwendungen

Sun Proprietary/Confidential: Internal Use Only

Knowledge Management
Knowledge sharing is a “good thing” BUT...

Users
I’m too busy to create content. The material’s confidential. What is my personal RoI? (My knowledge is my power.)
My time is better spent generating revenue.

Management
What is the business case? How do I measure success ?
How is KM integrated into our CRM strategy

What is the RoI?

Sun Proprietary/Confidential: Internal Use Only

Zielsetzung
1.Standardisierung der „Offering creation, Selling & Delivery Methodologien“ 2.Nahtlose Integration von Wissenmanagement in die Standard Geschäftsprozesse & Anwendungen 3.Definieren eines standardisierten Community Frameworks zur Bildung und Unterstützung der virtuellen Teams 4.Maximale und messbare Wiederverwendbarkeit von Solution
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Standardisierung Methodologien
Solution Offering Business Process Services creation Methodology Opportunity BID management Management AIM Delivery AIM

GT offering process Siebel/CRM TAS PS service process

Sun Proprietary/Confidential: Internal Use Only

Integration Geschäftsprozesse & Anwendungen

Solution Offering Business Process Services creation Methodology System of Record

Opportunity BID management Management AIM AIM KMS

Delivery AIM AIM KMS

GT offering process Siebel/CRM TAS PS service process IC Exchange Siebel CRM

Sun Proprietary/Confidential: Internal Use Only

Standardisiertes Community Framework

Solution Offering Business Process Services creation Methodology System of Record

Opportunity BID management Management AIM AIM KMS

Delivery AIM AIM KMS

GT offering process Siebel/CRM TAS PS service process IC Exchange Siebel CRM

Common Community & Knowledge Management framework (Community in a Box)
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Document tagging

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Moderneste Implementierung

Drag & Drop

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Resultate (IC reuse / Win rate)

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Resultate (Hours saved by Reuse)

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Artefakts Metrics

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Ausblick
• Integration weiterer Indikatoren
> Re-Use/Project Margin > Integration Partner Metric

• Integration von Semantic Web
> Metric per User Tag

• Open Sourcing Technologie

Sun Proprietary/Confidential: Internal Use Only

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