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Ann NolesKnowledge Champion
Who is Capital One?Our operating interpretation of KM How we started: grassrootsBest Practices: but are they for you?Lessons LearnedAdditional Resources
What’s onWhat’s onthe agenda?the agenda?
Fortune names Capital One “100 Best Places to Work in the US”
Three Years Running
6.18.6
11.7
16.7
23.7
29.4
0
5
10
15
20
25
30
Mill
ions
1995 1996 1997 1998 1999 2000
Customer Growth
The Capital One Culture is...
Entrepreneurial
Innovative
Fast Paced
FUN!C
A combination of culture, process and technologythat optimizes the organization’s ability to explore, learn, create and share knowledge.
Grass roots efforts will prove the concepts – Information Based
Strategy in action
Best Practices ?• Always begin with
Communities of Practice
• You can’t measure KM
• KM should not be led from IT
Type of Community Practice Purpose
Type of work Similar Dissimilar Time frame Continuous Beginning/End Interest Subject Project Reason came together
Interest in the topic
Project
Operational Project Managers
• 40 project managers who support call center operations
• Tasked with helping to make analyst’s ideas into workable solutions
• Rewarded for results and speed
Assessment-Project Managers
Solving the same
problems over and
over
Little Documentatio
n
Difficult to assimilate new people into the
group
Rewards system• Speed
• Number of projects they can move forward
• Meet marketing’s timeline
Communities of Practice / Communities of Purpose.
Diagram
Pro
ject
COPS
Project Managers
Pro
ject
B
OPSProject Managers
Pro
ject
A
OPSProject Managers
Advantages to approach• New rewards consistent with culture
• Begin building a repository
• Learn collaborative practices
• Has support of management
• Proof of concept of project collaboration tools
KM should not be led from IT
• HR• Metrics• IT• Financial• Educational
Whoever has the passion should lead!
You can’t measure KM
• About 70 analysts• Geographically dispersed• Doing the same types of work
supporting different lines of the business.
• Objective– Elicit the level of sharing that is
occurring within the community• Results evaluated relative to
•Length of time with the company•Manager vs non-manager behavior•Business group supported•Location
How often have you received questions from other teams?
0
10
20
30
40
50
60
0-3 mos 4-6 mos 7-12 mos > 12 mos
Lesson’s Learned• Grass roots works – to a point• Stay aligned with the business goals• Champions should self select• Time is our biggest hurdle• Build partnerships across the
organization• Focus on what is rewarded in your
culture
There are no cookbook solutions. Evaluate everything you hear against your own culture
Talent Gap
Big Projects
Globalization
Innovation
Additional Resources
Strategy – KM Review – Chuck Seeley [Intel]Working Knowledge – Prusak and DavenportCommon Knowledge – Nancy DixonWeb Sites
www.brint.comwww.kmmag.comwww.kmworld.com
