Sanjay Swarup

1

A Decade of Knowledge Capture & Re-

use: Lessons Learned

Sanjay [email protected]

Senior Specialist Knowledge ManagementFord Motor Company

KM World 2006San Jose, CA

October 31 - November 2, 2006

Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 2

Agenda

1. Ford Motor Company Profile

2. Overview of KM efforts at Ford

3. Lessons Learned

4. Q & A


Profile

• Ranked #5 by Fortune 500

• Established 1903 at Dearborn, Michigan

• Celebrated 100th Anniversary in 2003

• Manufacture and distribute 8 brands of automobiles in 200 markets across 6 continents

• 2005 Global Revenues: $177 Billion


KM is Decentralized Enterprise Level KM Enablers

Sample of Enterprise

level KM enablers

• BPR CoPs (1994)(Best Practice Replication: Uses Communities of Practice (53) to capture and share process improvements)

• GIM (1998)(Global Information Management: Standards, records classification, retention schedule, annual file review, etc)

• HR online (1999)(Human Resources: Employee self service- health care dependents, medical plan, emergency contacts, address change, phone number, marital status, tax withholdings, etc)

• eRoom (1998)(about 3000 virtual team rooms: collaboration, project tracking, etc)

1990 2000 2010

• Team Connect (2006)(MS Share Point + Instant Messenger +)


Best Practice Replication

1. Most widely recognized application for knowledge capture and re-use

2. Robust process has not changed since launch in 1994

3. Most adaptable and transparent process for capturing value

4. Process, not software, licensed to Shell Oil, Nabisco, Kraft Foods, and US Navy


Senior Senior LeadershipLeadership

Site 1Site 1 Site 3Site 3Site 2Site 2

Community Gatekeeper

Best Practice Replication Structure of a Community of Practice

Sponsor, support,

encourage

Approve practice for replication

Knowledge Workers

Focal Point (s):Add new draft

practiceReplicate practice

Site xSite x


DRAFT PRACTICE: Focal Point at Locations enter Proven Practices:

1REVIEW DRAFT PRACTICES:

Gatekeeper looks for replicable practices;

Collaborates with SMEs.

APPROVE PRACTICE: Gatekeeper approves only

replicable high-value practices.

PUSH the KNOWLEDGE: Outlook email notification to all Community

Focal Points at each Location.

PRACTICES REVIEWED by each location team

members for applicability.

ADAPT/ ADOPT/ NOT ADOPT DECISION made at each

location. “Copy with Pride”

FEEDBACK: Focal Point at each location enters adopt/not adopt

decision.

REPORTS: Progress Reports available to all

PEER RECOGNITION: Practice originators &

replicators.

2

654

7 8 9

3

Best Practice Replication 9 Step process


GIM: Global Information Management


Over 3000 Virtual Team Rooms (eRooms)

10

Team Connect


Sample of Division level KM enablers

• PCAS (2001):(Preventive and Corrective Action SystemLessons Learned institutionalized intoPowertrain Division Procedures)

• IT CoPs (2003):(18 CoPs: DBA, Project Management, Business Analysts, etcnetwork, collaborate, share best practices, etc)

• Engineering Tech Clubs (1996):(36 CoPs: Brakes, fuel systems, frames, steering, etc - capture and share process improvements in Product Development )

• Knowledge Based Engineering (1995):(Rules and Experienced based tool for product design )

KM Decentralized at Ford Division Level KM Enablers

1990 2000 2010


KBE: Knowledge Based Engineering

KBE, Knowledge Based Engineering, a design tool, has engineering rules and experience baked-

in.

Any deviation is flagged and needs supervisor approval.


KBE: Knowledge Based Engineering


IT Communities of Practice

18 IT Communities of Practice

……………

Business Analysis

…………

Security

…………

Project Management

……….


PCASPreventive & Corrective Action System


Seven Lessons Learned

1. Ongoing Encouragement & support

2. Clear Value Proposition

3. Knowledge Capture & Reuse Institutionalized

4. Comply with Company Culture

5. CoPs – not sole enabler

6. Explicit & Tacit Knowledge

7. Ongoing Reward & Recognition


Lesson #1

Leadership must provide ongoing encouragement

and support


#1 Leadership Encouragement and Support


Lesson #2

Everybody listens to WIIFM (What’s In It For Me?)

or(What is the clear value

proposition?)


#2: Clear Value Proposition

Benefits Menu

• Manage 401K

• Retirement Plan

• Health Care


#2: Clear Value Proposition

Personal File Menu

• Tax withholdings

• Health Care dependents

• Life Changes


Lesson # 3

Institutionalize Knowledge capture

and re-use


#3: Institutionalize knowledge capture and reuse

Knowledge capture and reuse is part of the process

1. Annual Performance Review – Leadership Behaviors

2. Department Procedures – LQOS3. Cannot bypass the procedure – KBE



12 Leadership Behaviors

…………….

5. Innovation and Technical Excellence

6. ……………

10. Developing Employees and Teams

11.…………

12.………..



Performance assessed on scalar model

Ineffective somewhat effective

effective very effective

role model



A set of pre-defined steps, Launch Quality Operating System, for launching any new

vehicle.



LQOS 109: …each activity should LQOS 109: …each activity should review review the Best Practice Replication databasethe Best Practice Replication database …. …. recent improvements made to recent improvements made to manufacturing processes …..manufacturing processes …..

LQOS 308: ….LQOS 308: ….capturecapture any manufacturing any manufacturing best practicesbest practices, that were successfully , that were successfully developed and implemented during the developed and implemented during the launch, for launch, for replicationreplication..



KBE, Knowledge Based Engineering:

Rule based design tool which has engineering rules and experience

baked-in

Deviations needs a supervisor approval





Life Events Menu

• Loss of Dependent Eligibility

• Marriage

• New Child


Lesson # 4

Work with the culture,

not against it.


#4: Work with the culture

• BPR (1994)

• eRoom(1998)

• GIS(1998)

• HR online (1999)

1990 2010• Engineering Tech Clubs (1996):

Divisional Level

Enterprise Level

• Podcasting, Wikis, blogs (2007)

• Team Connect (2006)

• KBE (1995):

• PCAS (2001):

• IT CoPs (2003):

Sample of KM enablers


#4: Work with the culture

Solicit input from the constituents


Lesson # 5

Communities of Practice are not the only way to capture and

share knowledge


#5: Communities are the not only way to capture and share knowledge

Enterprise Level

Divisional Level

• BPR CoPs

• Podcasting, Wikis, blogs

• GIM

• eRoom• HR online

• Team Connect

Sample of KM enablers

• Engineering Tech Clubs• PCAS

• IT CoPs

No Communities of Practice Communities of Practice

• KBE

• Emerging Concerns System (dynamic)

• Warranty Data


Lesson # 6

Explicit knowledgeand Tacit knowledge both

have value


# 6: Explicit Knowledge and Tacit Knowledge

Tacit KnowledgeExplicit Knowledge

Enterprise Level

Divisional Level

• BPR CoPs

• eRoom

• HR online

• Team Connect

• Podcasting, Wikis, blogs

• KBE • IT CoPs

• PCAS• Engineering Tech Clubs

Necessary but not sufficient


Lesson # 7

Critical to have an ongoing program for

Reward and Recognition


#7 Ongoing Reward and Recognition


Q & A

Documents

Sanjay Swarup