Knowledge Management in the Real World

Lecture given at Lawrence Technological University Stan Garfield October 20, 2007

© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

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 flow
− to the right people − at the right time − so they can act more efficiently and effectively

2

20 Oct 2007

Why manage knowledge? 1. Prevent redundant effort
Invent when needed…

But don’t reinvent the wheel!

3

20 Oct 2007

Why manage knowledge? 2. Avoid repeating past mistakes 4 20 Oct 2007 .

Why manage knowledge? 3. Take advantage of what others already know

5

20 Oct 2007

How to Do Knowledge Management
1. 2. 3. 4. 5.

Share what you have learned, created, and proved Innovate to be more creative, inventive, and imaginative Reuse what others have already learned, created, and proved Collaborate with others to take advantage of what they know Learn by doing, from others, and from existing information

6

20 Oct 2007

Share

Ask questions and request help – others will benefit from the answers Answer questions and provide help – being the white knight is gratifying Offer tips, insights, and useful links – pay it forward, build your reputation

7

20 Oct 2007

2007 − I have been getting a problem when searching using Google. − Your problem will be solved. 2007 − You have spyware. Answer: Apr 11. • 8 20 Oct 2007 . Use spyware removal software. − When I get the results and click on one of them it redirects me to another site and not to the selected site. − Update to the latest signatures before starting scan.Share: HP users help each other out • Question: Apr 10.

Innovate: HP Social Network 9 20 Oct 2007 .

Think of how much work it would take to create them from • 10 20 Oct 2007 .Reuse: HP Proposal Web and Presentation Builder • This slide and many others are reused from existing presentations.

Collaborate: KM Team B e s t P ra c ti c e O p p o r tu n ity p o r tu nDity v e lo p mNe e g o tia te Op e nt C r e a tio n E v a lu a tio n & B id & C lo se S h a rin g D e liv e r y R e use R e use R e use R e use R e use R e use R e use C a p tur e C a p tur e Stan Garfield •People •Communications Pr o j e c t Pr o fi le W i/ n ss lo Le sso n s Le a r n e d S u b mit C lo -o ut se Le sso n s Le a r n e d S u b mit U p d a te C lo -o ut Le sso n s se D e liv er y C o lla ter a l W in / Loss Lesso n s B id C o lla te r a l P r oje c t P r o file Pr o je c t Pr ofile U p d a te (u p d a )te d (n e w ) W in ss Le sso ns / Lo B id C o ll a te r a l P r o je c t P r o file (u p d a )ted Marcus Funke •Process •Project Management Bernard Hennecker •Communities •User Interface 11 20 Oct 2007 Su b m i t Andrew Gent •Technology .

Learn Read Attend Watch 12 20 Oct 2007 Listen .

sharing.Knowledge Management Mission • The mission of the HP Services Knowledge Management program is to institutionalize knowledge creation. and reuse to: −Increase our win rate −Drive down sales and delivery costs −Increase engagement quality 13 20 Oct 2007 .

repeatable service offerings Providing methods. revenue. & data to streamline selling and delivering Making scarce expertise widely available Showing our customers how we use our knowledge for their benefit Accelerating delivery to our customers Stimulating innovation and growth Enabling HP Services to leverage its size Making our best problem-solving experiences reusable 20 Oct 2007 . templates. and profits by: • • • • • • • • • • • • • • 14 Reusing materials and expertise Avoiding redundant effort Avoiding making the same mistakes twice Taking advantage of existing expertise and experience Making it easy to find information and resources Communicating important information widely and quickly Promoting standard.Goals of Knowledge Management Increase orders. examples. tools.

Knowledge Management Unified View PEOPLE WW KM Team -People -Technology -Process Region KM -KM Lead: 1 per -K-Advisor: 1 per Practice KM -WW Lead: 1 per -Region Lead: 1 per Country KM -KM Lead: 0-1 per -K-Advisor: 0-1 per WW • PROCESS Invent Content Management & Governance • Authoring Excellence Program • IP creation • Invention Disclosure • Patents • Capture Knowledge Capture & Reuse • Communities of Practice • Best Practice Replication • Project Team Collaboration • Content Management & Governance • Reuse Knowledge Capture & Reuse • Communities of Practice • Best Practice Replication • Project Team Collaboration • Content Management & Governance EMEA APJ Americas Practices TECHNOLO GY • Windows SharePoint Services (WSS) • SharePoint Portal Server (SPS) • UBB. divided by the number of new projects • Reuse: The average amount of reuse reported in new project profiles. postings.threads (threaded discussions) • HP Virtual Rooms (webinars) • @hp portal (intranet) • Roller (HP blogs) • MediaWiki (HPedia) • Specialized applications 15 20 Oct 2007 METRICS • Participation: The number of employees who participate in Forums (subscriptions. averaging Bid & Delivery . divided by the total number of employees • Capture: The number of new project profiles in the Project Profile Repository. web site visits).

Knowledge Management Components People culture and values knowledge managers user surveys social networks communities training documentation communications knowledge advisors goals and measurement s incentives and rewards Process methodologies creation capture reuse lessons learned proven practices collaboration content management classification metrics and reporting management of change workflow valuation social network analysis appreciative inquiry storytelling Technology user interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata and tags search engines archiving 16 20 Oct 2007 blogs wikis podcasts syndication social software external access workflow applications process automation e-learning subscriptions points tracking reporting .

K 17 20 Oct 2007 .

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 − KCR Expectations • 18 20 Oct 2007 .

Capture: Capture content and experience from bids and projects (project profiles. 3. with special focus on subscribing and posting to Forums 20 Oct 2007 2. 19 . lessons learned reports. knowledge briefs) Participation: Actively participate in at least one community of practice. knowledge briefs) Reuse: Reuse content and experience in bids and projects (solution collateral/service kit content. bid/project documents.PEOPLE: Employee KM Goals 1. lessons learned reports. bid/project documents. solution collateral/service kit content.

PEOPLE: KM Stars Tell Their Stories 20 20 Oct 2007 .

PEOPLE: KM Stars Incentive Points System 21 20 Oct 2007 .

and books. articles.PEOPLE: Authoring Excellence Program • Rewards HPS personnel who help raise customer awareness of HP Services capabilities through the publication of white papers. or who give presentations to recognized industry forums 22 20 Oct 2007 .

PEOPLE: Innovation Incentive Program • The primary objective is to increase the number and quality of Invention Disclosures submitted to the Legal Department. thereby resulting in more and higher quality patents and a stronger patent portfolio for HP 23 20 Oct 2007 .

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 profile creation − Evaluate submitted project profiles. 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 − Assist with collaboration and community usage 24 20 Oct 2007 .

PEOPLE: Knowledge Advisors Page 25 20 Oct 2007 .

be proficient in this role. or a passion about a topic.PEOPLE: Communities − Learning & Development @hp Portal Knowledge Network • Professions Professions Solution Communities Specialty Forums • driven − Develop members to fit into a particular role. and be able to deliver services from within that role − Motivation: master the profession − Focused on the particular topic − Various roles can participate − Passion is focused on developing. Specialty Forums are for niche topics that don’t require formal communities but need threaded discussions for collaboration – they can evolve to become communities. Professions are communities of practice with the richest set of activities. governance. and who deepen their understanding and knowledge of this area by interacting on an ongoing basis. 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. selling. and delivering a specific solution set and becoming very knowledgeable about the topic − Motivation: sell and deliver expertly Solution Communities • • • • Communities are groups of people who share a concern. a set of problems. • Specialty Forums − Loosely connected groups of people who want to learn about a particular topic − No commitment in terms of 26 20 Oct 2007 .

PEOPLE: HP Professions Program 27 20 Oct 2007 .

PEOPLE: HP Professions – Example 28 20 Oct 2007 .

PEOPLE: Social Networking 29 20 Oct 2007 .

PROCESS: HP Services Knowledge Flow Knowledge from HP/ Outside HP Customer Engagement Reuse Invent Capture Value to Customer Roadmap KM Measures Reinforcing Behavior ti c aT Knowledge in People Knowledge in Repositories and Collaborative Workspaces KCR Process and Policy ti cl px E i 30 20 Oct 2007 Hr eh O t eS P H .

Win/Loss Delivery Status. Lead Manager & Bid Sponsor Bid Approval Ts & Cs Approval Scope Change Approval SOW/SLA Delivery. Up sell & Renewal Key Deliverables Opportunity Plan & Initial Bid Plan Solution & Bid Contract & Order Program and Account Reviews Opportunity Qualification Bid Assurance OS Account. Risk Management. Project Plan 31 20 Oct 2007 SOW.PROCESS: Customer Engagement Roadmap Selling Stage Understand Customer Validate Opportunity Identify Opportunity Qualify Opportunity Opportunity Develop & Develop & Propose Negotiate Negotiate & Close & Close Won Implement & Ensure & Deploy Won & Extend Expand & Expand Roadmap Stage Opportunity Creation Opportunity Evaluation Development & Bid Negotiate & Close Delivery SOAR Events Opportunity Assessment Approval Opportunity Profile. Start-up. Detailed Delivery & Closeout Project KM Content Project Profile Proposal SOW. Project Plan Win/Loss Win/Loss Review Review Lessons Snapshot. Scope Change. Learned Lessons Learned Close-Out Close-Out Report Report .

PROCESS: Knowledge Capture & Reuse B e st P r a c ti c e S h a r i n g Opportunity Opportunity Development N egotiate Creation Evaluation & Bid & Close Delivery Reuse Reuse Reuse Reuse Reuse Reuse Reuse C apture C apture Project Profile W in loss / Lessons Learned Submit C lose -out Lessons Learned C lose Lessons -out Delivery C ollateral W in Loss Lessons / Bid C ollateral Project Profile (updated ) Submit 32 20 Oct 2007 Project Profile (new) Update W in Loss Lessons / Bid C ollateral Project Profile (updated ) Update Submit .

as a percentage of total C&I population.PROCESS: KM Metrics Dashboard • Capture The number of new projects recorded in the PPR as a percentage of all new projects booked. 40% as a percentage of total C&I population. Goal: 45% 61% • PPR Usage The number of employees who Portal Usage reviewed one or more project profiles from the PPR this month. Goal: 40% • Participation The number of employees who participated in the forums (either online or as a subscriber) this month. Goal: 20% 76% 23% Capture 80% • Portal Usage The number of employees who visited one or more practice portals looking for official content this month. as a percentage of total C&I population. Goal: 80% Participation 50% • Reuse The average amount of project content that was reused by new projects entered into the PPR for this month. Goal: 50% PPR Usage 20% 14% 34% Reuse 45% 33 20 Oct 2007 .

TECHNOLOGY: Overall KM Architecture @HP TSG HPS … • Intranet The HPS KM environment is organized into 3 layers: − Intranet sites − Community portals Communities − Team collaboration spaces Teams 34 20 Oct 2007 .

TECHNOLOGY: Knowledge Network 35 20 Oct 2007 .

Knowledge Network – A-Z Index 36 20 Oct 2007 .

Engagement Knowledge Map 37 20 Oct 2007 .

Engagement Knowledge Map (continued) 38 20 Oct 2007 .

Simple Guide to KM

39

20 Oct 2007

Knowledge Network Search Tips

40

20 Oct 2007

Knowledge Network – Remote Access

41

20 Oct 2007

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  External access for partners and customers 42 20 Oct 2007 .

Creating a WSS Team Space 43 20 Oct 2007 .

Creating a WSS Team Space (continued) 44 20 Oct 2007 .

Creating a WSS Team Space (continued) 45 20 Oct 2007 .

Windows SharePoint Services – Project Team Space Example 46 20 Oct 2007 .

Windows SharePoint Services – Internal Team Space Example 47 20 Oct 2007 .

Content can be added and managed by subject matter experts.SharePoint Portal Server • • Provides support for Community of Practice spaces. no need for librarians or gatekeepers (although approvals can be used). Provides easy access to server-based secure spaces that are accessible from a web browser or the desktop. and also for key knowledge repositories. New functions can be added to the space and the home page is easily customized. • • 48 20 Oct 2007 .

SharePoint Portal Server – Example Practice Portal 49 20 Oct 2007 .

Web Publishing Center and SharePoint: Industry Practice Portal 50 20 Oct 2007 .

Project Profile Repository • Each project we bid on. in the lower middle of the page under “Adding a Profile“ 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. customer. based on industry. then click on “Save and Close“ at the top of page • • • • • 51 20 Oct 2007 . win and deliver should have a profile in the repository that can be readily searched. or market offering Profiles are simple and easy to enter To create a profile.

Project Profile Repository 52 20 Oct 2007 .

Project Profile Submission Form 53 20 Oct 2007 .

Project Profile Submission Form (continued) 54 20 Oct 2007 .

Project Profile Repository – Browse by Country 55 20 Oct 2007 .

Project Profile Repository – Browse by Industry 56 20 Oct 2007 .

Project Profile Repository – Browse by Market Offering 57 20 Oct 2007 .

Project Profile Repository – Example of a Profile 58 20 Oct 2007 .

Project Profile Repository – Example of a Profile (continued) 59 20 Oct 2007 .

Project Document Library & Contribution Wizard 60 20 Oct 2007 .

Community Directory 61 20 Oct 2007 .

HP Forums – Threaded Discussions 62 20 Oct 2007 .

provide answers. as well as many other subjects Web Thread Email Thread RSS Feed 63 20 Oct 2007 . communicate trends There are forums for each of the Professions and Solution Communities.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. share ideas.

Ask the Expert 64 20 Oct 2007 .

passing along insights. are given to frequent knowledge brief contributors 20 Oct 2007 • The • Awards 65 . whether they be aspects of established technologies or overviews of the latest IT trend. tips and tricks.Knowledge Briefs • Knowledge briefs are exactly that: short but detailed snippets of information on a variety of topics. purpose of knowledge briefs is to share information quickly. and other nuggets of knowledge to other HP employees.

Knowledge Briefs Viewer 66 20 Oct 2007 .

Knowledge Brief – Example 67 20 Oct 2007 .

HP Global Method 68 20 Oct 2007 .

HP Global Method – HPS Methodology Catalogue 69 20 Oct 2007 .

HP Global Method – Process Library 70 20 Oct 2007 .

HP Global Method PM – Project Management Methodology 71 20 Oct 2007 .

HP Reference2Win Program – Submit a Win 72 20 Oct 2007 .

HP Reference2Win Program – Advanced Search 73 20 Oct 2007 .

Tacit Knowledge Sharing: Winning the Bid Forum and HPS Podcast 74 20 Oct 2007 .

HP Services Portfolio 75 20 Oct 2007 .

HP MarketVision – Market Research 76 20 Oct 2007 .

books24x7 (via HP Labs) – Online Access to IT & Business Books 77 20 Oct 2007 .

HP Virtual Rooms 78 20 Oct 2007 .

Grow @hp (e-learning) 79 20 Oct 2007 .

Software: GDAS Reuse Portal and CME IP Asset Catalogue 80 20 Oct 2007 .

Consultant in Resource Management MarketPlace 81 20 Oct 2007 .

Knowledge Network News (monthly) 82 20 Oct 2007 .

and expand upon them Ask for help from others Find people with similar interests Listen to an interview with an expert Find out what the consensus position is on a given topic 20 Oct 2007 Innovate 3. 4. Learn 9.Test your knowledge: Which Web 2. 8. 10. 2. Reuse 5.0 tool would you use for each of these? Share 1. Collaborate 7. Publish your insights Tag your favorite web sites so that others can also benefit Improve upon a document with a group of colleagues Meet new people to brainstorm and develop new ideas Find market research to use in a presentation Link to the good ideas of thought leaders. 83 . 6.

0: Searchable Web (single starting point) 84 20 Oct 2007 .Web 1.

0: Threaded Discussions – HP Forums Web Thread RSS Feed Email Thread 85 20 Oct 2007 .Web 2.

HPedia 86 20 Oct 2007 .0: Wiki .Web 2.

0: Blog .Web 2.Knowledge Sharing Weekly 87 20 Oct 2007 .

HPS OnPoint 88 20 Oct 2007 .0: Podcast .Web 2.

0: Social Networking Sites Facebook LinkedIn me@hp 89 20 Oct 2007 .Web 2.

Web 2.us) 90 20 Oct 2007 .icio.0: Social Bookmarks (like del.

0: Virtual Worlds – Second Life 91 20 Oct 2007 .Web 2.

2.Blog Tag your favorite web sites so that others can also benefit . Publish your insights .Threaded discussion Find people with similar interests . 92 . and expand upon them Blog Ask for help from others . 4. Learn 9. Reuse 5.Test your knowledge: Answers Share 1.Virtual world Find market research .Search engine Link to the good ideas of thought leaders. 10.Wiki Meet new people to brainstorm and develop new ideas .Podcast Find out what the consensus position is on a given topic .Social bookmarks Improve upon a document with a group of colleagues . 6. 8.Social networking site Listen to an interview with an expert . Collaborate 7.Wiki 20 Oct 2007 Innovate 3.

0: Pligg (like Digg) 93 20 Oct 2007 .Web 2.

Web 2.0: WaterCooler 94 20 Oct 2007 .

YouTube) 95 20 Oct 2007 .

ark-group.asp 96 20 Oct 2007 Source: Ark Group .Learning More: Ark Group Report http://www.com/home/publication.

com/ 97 20 Oct 2007 .Learning More: KM Home Page http://stangarfield.googlepages.

hp.Learning More: KM Blog http://www.com/blogs/garfield 98 20 Oct 2007 .

99 20 Oct 2007 .

Sign up to vote on this title
UsefulNot useful