knowledge-management-in-the-real-world-1205787579812977-4.ppt

7/27/2019 knowledge-management-in-the-real-world-1205787579812977-4.ppt

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

Knowledge Management in

the Real WorldLecture given at Lawrence Technological UniversityStan GarfieldOctober 20, 2007


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Why manage knowledge?2. Avoid repeating past mistakes


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


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How to Do Knowledge Management

1. Share what you have learned,created, and proved

2. Innovate to be more creative,inventive, and imaginative

3. Reuse what others havealready learned, created, andproved

4. Collaborate with others to takeadvantage of what they know

5. Learn by doing, from others,and from existing information
http://images.google.com/imgres?imgurl=http://www.gotostedwards.com/Images/photospot_collaborate.jpg&imgrefurl=http://www.gotostedwards.com/x241.xml&h=170&w=230&sz=49&hl=en&sig2=ZBfQtvVYQFiVuaYQzFHK9A&start=145&um=1&tbnid=ppCRSoXr-dJI4M:&tbnh=80&tbnw=108&ei=G-MkRvqBE4SshQSL2_3fBw&prev=/images%3Fq%3Dcollaborate%26start%3D140%26ndsp%3D20%26svnum%3D10%26um%3D1%26hl%3Den%26rls%3DGGLG,GGLG:2006-29,GGLG:en%26sa%3DNhttp://images.google.com/imgres?imgurl=http://www.weiterbildungsblog.de/archives/revolution%2520in%2520knowledge%2520sharing.jpg&imgrefurl=http://www.rageboy.com/blogger.html&h=281&w=439&sz=21&hl=en&sig2=0Ap44Wm9oN6qwVY9sdWfnA&start=32&um=1&tbnid=9NSIs8jKHcqqZM:&tbnh=81&tbnw=127&ei=J98kRtayBqDAhQSWhbXgBw&prev=/images%3Fq%3Dsharing%26start%3D20%26ndsp%3D20%26svnum%3D10%26um%3D1%26hl%3Den%26rls%3DGGLG,GGLG:2006-29,GGLG:en%26sa%3DN


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Share Ask questions and request

help others will benefitfrom the answers

Answer questions andprovide help being thewhite knight is gratifying

Offer tips, insights, anduseful links pay itforward, build your reputation
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Share: HP users help each other out Question: Apr 10, 2007

I have been getting aproblem when searchingusing Google.

When I get the results andclick on one of them itredirects me to another site and not to theselected site.

Answer: Apr 11, 2007 You have spyware. Use

spyware removal

software. Update to the latest

signatures before startingscan.

Your problem will besolved.


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Innovate: HP Social Network


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Reuse: HP Proposal Web andPresentation Builder

This slide and manyothers are reused fromexisting presentations.

Think of how much workit would take to create

them from scratch.


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Collaborate: KM Team

Marcus FunkeProcessProject Management

Win/ LossLessons

Opportunity

Creation

Opportunity

Evaluation

Development

& Bid

Negotiate

& CloseDelivery

ProjectProfile

ProjectProfile(new) Update

ReuseReuse Reuse

Capture

Win/ lossLessonsLearned

Close-outLessonsLearned

Reuse

S u b m

i t

Bid CollateralProjectProfile

(updated)

S u b m i t

Close-out LessonsDelivery CollateralWin/ LossLessons

Bid CollateralProjectProfile

(updated)

S u b m i t

Update

ReuseReuse

B e s t Pr a c t i c e S h a r i n g

Capture

Reuse

Andrew GentTechnology Architecture

Stan Garfield

PeopleCommunications

Bernard Hennecker Communities

User Interface


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LearnRead

Watch

Attend

Listen


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Knowledge Management Mission

The mission of the HP Services KnowledgeManagement program is to institutionalizeknowledge creation, sharing, and reuse to:

Increase our win rate Drive down sales and delivery costs Increase engagement quality


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oa s o now e geManagement

Increase orders, revenue, and profits by: 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, repeatable service offerings

Providing methods, tools, templates, examples, & data to streamline selling anddelivering

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


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Knowledge Management Unified ViewPEOPLE PROCESS

TECHNOLOGY

Practice KM-WW Lead: 1 per -Region Lead: 1 per

Region KM-KM Lead: 1 per -K-Advisor: 1 per

WW KM Team-People -Technology-Process

METRICS

EMEA APJ Americas Practices

Invent Capture Reuse

KnowledgeCapture & Reuse

Communities of Practice

Best PracticeReplication

Project TeamCollaboration

ContentManagement &Governance

Knowledge Capture& Reuse


Best PracticeReplication




AuthoringExcellenceProgram

IP creation Invention

Disclosure Patents

Windows SharePoint Services (WSS) SharePoint Portal Server (SPS) UBB.threads (threaded discussions) HP Virtual Rooms (webinars) @hp portal (intranet) Roller (HP blogs) MediaWiki (HPedia) Specialized applications

Country KM-KM Lead: 0-1 per -K-Advisor: 0-1 per

WW

Participation: The number of employees whoparticipate in Forums (subscriptions, postings,web site visits), divided by the total number of

employees Capture: The number of new project profiles

in the Project Profile Repository, divided bythe number of new projects

Reuse: The average amount of reusereported in new project profiles, averaging Bid& Delivery


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Knowledge Management Components

Peopleculture and valuesknowledge managersuser surveyssocial networkscommunitiestraining

documentationcommunications

Technologyuser interfaceintranetteam spacesvirtual meeting roomsportalsrepositoriesthreaded discussionsexpertise locatorsmetadata and tagssearch enginesarchiving

Processmethodologiescreationcapturereuselessons learnedproven practices

collaborationcontent management

classification

metrics and reporting

management of change

workflow

valuation

social network analysis

appreciative inquiry

storytelling

blogswikispodcastssyndicationsocial softwareexternal accessworkflow applicationsprocess automatione-learningsubscriptionspoints tracking

reporting

knowledge advisorsgoals and

measurementsincentives and rewards


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Methods, Search, References, Proposals,Collateral, Software Source, Expertise Locator

Repository of field-contributed documents

containing insights & nuggets of knowledge

Communities of people who come together toshare their knowledge on a common topic

Project Profile Repository,Project Document Library, Contribution Wizard

Secure collaborative workspaces for projectteams (including internal and external users )

Assistance in using KM tools, searching for information, and any other KM support

Knowledge N etwork Components

SpecializedRepositories & Tools

Knowledge Briefs


Project ManagementLibraries


Knowledge Advisors


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PEOPLE: KM Expectations

The Technical Career Path (TCP) and ProgramManagement Career Path (PMCP) requireconsultants and program managers to shareknowledge by becoming knowledge contributorsand 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


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1. Capture: Capture content and experience frombids and projects (project profiles, lessonslearned reports, bid/project documents, solutioncollateral/service kit content, knowledge briefs)

2.Reuse: Reuse content and experience in bidsand projects (solution collateral/service kitcontent, lessons learned reports, bid/projectdocuments, knowledge briefs)

3. Participation: Actively participate in at least onecommunity of practice, with special focus onsubscribing and posting to Forums

PEOPLE: Employee KM Goals


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PEOPLE: KM Stars Tell Their Stories


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PEOPLE: KM Stars Incentive PointsSystem


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PEOPLE: Innovation Incentive Program The primary objective is to increase the number and quality of

Invention Disclosures submitted to the Legal Department, therebyresulting in more and higher quality patents and a stronger patentportfolio for HP


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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


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PEOPLE: Knowledge Advisors Page


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PEOPLE: HP Professions Program

: ro ess ons


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: ro ess ons Example


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PEOPLE: Social Networking


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Flow

Customer Engagement

Roadmap

Value to Customer Knowledge from HP/Outside HP

Knowledge inRepositories and

CollaborativeWorkspaces

E x p

l i c i t

Knowledge in People T a c

i t

H P S e r v

i c e s

K n o w

l e d g e

O t h e r

H P K

n o w

l e d g e

CaptureInventReuse

KM MeasuresReinforcing

Behavior

KCR Processand Policy


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Identify Opportunity Opportunity Develop & Negotiate & Close Implement & Ensure Expand & Extend Develop & Propose Negotiate& Close Won& Deploy Won& Expand SellingStage

RoadmapStage

OpportunityCreation

OpportunityEvaluation

Development& Bid

Negotiate& Close Delivery

UnderstandCustomer ValidateOpportunity QualifyOpportunity

SOAR Events OpportunityAssessment

Approval

BidApproval

Ts & CsApproval

ScopeChange

Approval

KeyDeliverables

OpportunityProfile, LeadManager & Bid Sponsor

OpportunityPlan & Initial

Bid Plan

Solution& Bid

Contract& Order

SOW/SLA Delivery,Scope Change,

Risk Management,Up sell & Renewal

Program and AccountReviews

OpportunityQualification

BidAssurance Win/Loss

OS Account, Start-up,Delivery Status, Detailed

Delivery & Closeout

Win/LossReview

Snapshot,Lessons

Learned

Close-OutReport

SOW,Project Plan

PROCESS: Customer EngagementRoadmap

Project KM Content Project ProfileSOW,

Project Plan Win/LossReview

LessonsLearned

Close-OutReportProposal


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PROCESS: Knowledge Capture & Reuse

W in/ Loss Lessons

OpportunityCreation

OpportunityEvaluation

Development& Bid

Negotiate& Close Delivery

ProjectProfile

Project Profile(new) Update

ReuseReuse Reuse

Capture

W in/ lossLessonsLearned

Close-outLessonsLearned

Reuse

S u b m i t

Bid CollateralProject Profile

(updated)

S u b m i t

Close-out LessonsDelivery Collateral

W in/ Loss LessonsBid Collateral

Project Profile(updated)

S u b m i t

Update

ReuseReuse

B e s t P r a c t i c e S h a r i n g

Capture

Reuse


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Participation50%

Capture80%

Reuse45%

PPR Usage20%

Portal Usage40%

PROCESS: KM Metrics Dashboard Capture

The number of new projectsrecorded in the PPR as apercentage of all new projectsbooked. Goal: 80%

ReuseThe average amount of projectcontent that was reused by newprojects entered into the PPR for this month. Goal: 45%

PPR UsageThe number of employees whoreviewed one or more projectprofiles from the PPR this month,as a percentage of total C&Ipopulation. Goal: 20%

Portal UsageThe number of employees who

visited one or more practiceportals looking for official contentthis month, as a percentage of total C&I population. Goal: 40%

ParticipationThe number of employees whoparticipated in the forums (either online or as a subscriber) thismonth, as a percentage of totalC&I population. Goal: 50%

23%

61%

76%

34%14%

TECHNOLOGY: Overall KM


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TECHNOLOGY: Overall KM Architecture

The HPS KM environment is

organized into 3 layers: Intranet sites Community portals Team collaboration spaces

HPSTSG

@HP

Teams

Communities

Intranet


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TECHNOLOGY: Knowledge Network


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Knowledge Network A-Z Index


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Engagement Knowledge Map


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Engagement Knowledge Map(continued)


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Simple Guide to KM


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Knowledge Network Remote Access


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Creating a WSS Team Space(continued)


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Creating a WSS Team Space(continued)

Wi d Sh P i S i


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Windows SharePoint Services Project Team Space Example

Wi d Sh P i S i


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Windows SharePoint Services Internal Team Space Example


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SharePoint Portal Server Provides support for Community of Practice spaces, and

also for key knowledge repositories. Provides easy access to server-based secure spaces that

are accessible from a web browser or the desktop.

New functions can be added to the space and the home

page is easily customized. Content can be added and managed by subject matter

experts; no need for librarians or gatekeepers (althoughapprovals can be used).

Sh P i t P t l S


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SharePoint Portal Server Example Practice Portal

Sh P i t


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SharePoint:Industry Practice Portal


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Project Profile Repository Each project we bid on, win and deliver should have a profile

in the repository that can be readily searched, based onindustry, customer, or market offering Profiles are simple and easy to enter To create a profile, 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, then click onSave and Close at the top of page

f


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Project Profile Repository


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Project Profile Submission Form

Project Profile Submission Form


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Project Profile Submission Form(continued)



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Project Profile Repository Browse by Country



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Project Profile Repository Browse by Industry



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Project Profile Repository Browse by Market Offering



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Project Profile Repository Example of a Profile



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Project Profile Repository Example of a Profile (continued)


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Community Directory

HP F Th d d Di i


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HP Forums Threaded Discussions

HP Forums


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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, provide answers, share ideas, communicate trends There are forums for each of the Professions and Solution

Communities, as well as many other subjects

Web Thread Email Thread RSS Feed

k h


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Ask the Expert

Knowledge Briefs


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Knowledge Briefs

Knowledge briefs are exactly that: short butdetailed snippets of information on a variety of topics, whether they be aspects of establishedtechnologies or overviews of the latest IT trend.

The purpose of knowledge briefs is to shareinformation quickly, passing along insights, tipsand tricks, and other nuggets of knowledge toother HP employees.

Awards are given to frequent knowledge brief contributors


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Knowledge Briefs Viewer


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Knowledge Brief Example


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HP Global Method

HP Global Method


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HP Global Method HPS Methodology Catalogue

HP Global Method


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HP Global Method Process Library

HP Global Method PM


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HP Global Method PM Project Management Methodology

HP Reference2Win Program


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HP Reference2Win Program Submit a Win


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Winning the Bid Forum and HPS


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Winning the Bid Forum and HPSPodcast


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HP Services Portfolio


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HP MarketVision Market Research

Online Access to IT & Business


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Books


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HP Virtual Rooms


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Software: GDAS Reuse Portal and


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CME IP Asset Catalogue

Expertise Locator Find Consultant in


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pResource Management MarketPlace


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Knowledge Network News (monthly)

Test your knowledge: Which Web 2.0


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tool would you use for each of these?Share

1. Publish your insights2. Tag your favorite web sites so that others can also benefitInnovate3. Improve upon a document with a group of colleagues4. Meet new people to brainstorm and develop new ideas

Reuse5. Find market research to use in a presentation6. Link to the good ideas of thought leaders, and expand upon themCollaborate7. Ask for help from others8. Find people with similar interestsLearn9. Listen to an interview with an expert10. Find out what the consensus position is on a given topic

W b 1 0 S h bl W b ( i l i i )


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Web 1.0: Searchable Web (single starting point)

Web 2.0: Threaded Discussions


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HP Forums

RSS Feed

Email Thread

Web Thread


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Web 2.0: Wiki - HPedia

Web 2.0: Blog - Knowledge Sharing


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g g gWeekly

Web 2.0: Podcast - HPS OnPoint


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Web 2.0: Social Networking Sites


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g

Facebook

me@hp

LinkedIn

W b 2 0 S i l B k k (lik d l i i )


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Web 2.0: Social Bookmarks (like del.icio.us)

W b 2 0 Vi t l W ld S d Lif


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Web 2.0: Virtual Worlds Second Life

Answers


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Share1. Publish your insights - Blog

2. Tag your favorite web sites so that others can also benefit - Social bookmarksInnovate3. Improve upon a document with a group of colleagues - Wiki 4. Meet new people to brainstorm and develop new ideas - Virtual world

Reuse5. Find market research - Search engine 6. Link to the good ideas of thought leaders, and expand upon them - Blog Collaborate7. Ask for help from others - Threaded discussion 8. Find people with similar interests - Social networking site Learn9. Listen to an interview with an expert - Podcast 10. Find out what the consensus position is on a given topic - Wiki

Web 2.0: Pligg (like Digg)


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Web .0: gg ( e gg)

Web 2.0: WaterCooler


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Learning More: KM Home Pagehttp://stangarfield googlepages com/
http://stangarfield.googlepages.com/http://stangarfield.googlepages.com/


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http://stangarfield.googlepages.com/

Learning More: KM Bloghttp://www hp com/blogs/garfield
http://stangarfield.googlepages.com/http://stangarfield.googlepages.com/http://www.hp.com/blogs/garfieldhttp://www.hp.com/blogs/garfield


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http://www.hp.com/blogs/garfield
http://www.hp.com/blogs/garfieldhttp://www.hp.com/blogs/garfield


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