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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 Users Management
“good thing” BUT... I’m too busy to What is the
create content. business case?
The material’s
confidential. How do I
What is my measure
personal RoI? success ?

(My knowledge How is KM integrated


is my power.) into our CRM strategy
My time is better
spent generating What is the
revenue.
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
Sun Proprietary/Confidential: Internal Use Only
Standardisierung Methodologien
Solution Offering Opportunity
Business Process BID management Delivery
Services creation Management

GT offering process
Methodology Siebel/CRM TAS AIM AIM
PS service process

Sun Proprietary/Confidential: Internal Use Only


Integration Geschäftsprozesse & Anwendungen

Solution Offering Opportunity


Business Process BID management Delivery
Services creation Management
GT offering process
Methodology Siebel/CRM TAS AIM AIM
PS service process
System of Record IC Exchange Siebel CRM AIM KMS AIM KMS

Sun Proprietary/Confidential: Internal Use Only


Standardisiertes Community Framework

Solution Offering Opportunity


Business Process BID management Delivery
Services creation Management
GT offering process
Methodology Siebel/CRM TAS AIM AIM
PS service process
System of Record IC Exchange Siebel CRM AIM KMS AIM KMS

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