Knowledge Management at Samsung SDS
Dr. June S. Park, CTO/CKOSamsung SDS
Dec. 2002
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Table of Content
About Samsung SDSKnowledge Management Strategy at SDSCommunity-Oriented KMProcess-Oriented KMAsset-Oriented KM
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SDS Business Areas
• IT Resources Management• Data Back-up Service (BRS)• ASP, Web-hosting, Call Center• Contents Delivery Network (CDN)
• Internet Infrastructure• e-Commerce
• System Integration- Public Infra- Finance- HealthCare- Manufacturing- Service industry
• IT Outsourcing
• Packaged S/W • Venture Incubation • Alliances
• Management• Solution• e-Business
• IT Training• International
Certified Tests• Cyber Education
Global e-Partner
Business Integration Education
Consulting EC &
Inte
rnet
Se
rvice
s
Applic
ation
Solut
ions
Data
Center
Services
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SDS Manpower
SAPSCP
1,258
SunSCJP
1067
OracleOCP
929
MSMCP
795
ISACACISA
340
APICSCPIM
134
CiscoCCNA
106
IBMCSE
16
SPICEAssessor
18
PMIPMP
211
4,736 certified professionals out of a total of 6700 employees
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SDS Global Operation
SingaporeIT Center
SDS AmericaSDS China
SDS Europe
BeijingR&D Center
Tokyo Office
Miami Office
Frankfurt Office
BeijingIT Center
Tijuana e-Data Center
New Jersey e-Data CenterLondon
IT Center
BangaloreR&D Center
Gwachun & Gumie-Data Centers
SDSJapan
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SDS PrideMaeKyoung-Booz|Allen KM AWARD (2002.11)
Most Admired Knowledge Enterprise in Asia (Teleos 2002.10)
Capability Maturity Model (CMM) Level 5(SEI 2002. 11)
$0.74B L$0.58B S
2001
Revenue$0.35B H
Samsung SDS Copyright 2002
45th among World’s Top 500 Software Companies (Software Magazine 2002.8)
CEO Hong-Ki Kim: One of Premier 100 Global IT Leaders(ComputerWorld 2001.3)
No. 1 System Integratorin Korea
4th largest IT service vendor in Asia/Pacific (Gartner 2002.2)
$1.02B SDS
5
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Table of Content
About Samsung SDSKnowledge Mgmt Strategy at SDSCommunity-Oriented KMProcess-Oriented KMAsset-Oriented KM
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KM Structure
Asset-OrientedKM.Asset-Oriented
KM.
Process-Oriented
KMProcess-Oriented
KM
Community-Oriented
KMCommunity-
OrientedKM
CEO
Sales / Sales Support Delivery / Delivery Support …
Shared ServiceCKO / KM Group
Corporate Center
Business TransformationBusiness
Transformation
Individuals(31 Knowledge Masters300 Knowledge Masters)
Workgroups(131 Practice Knowledge
Managers)
Divisions(30 Practice Knowledge
Specialists)
Enterprise
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KM Processes
Asset-OrientedKM
Process-OrientedKM
Community-Oriented KM
Build knowledge assetsas the company’score competence
Improve productivity & output quality of
workgroups
Promote knowledgesharing culture
among all EmployeesGoal
Pro-cess
Define businessprocess
Identify reusableknowledge per step
EKP withsub-communities
Voluntary knowledgecontribution
Define core knowledge asset
Create best practiceknowledge bybusiness unit
Designate practice experts
Reengineer processto reuse and maintain
the knowledge
Evaluate andcompensate valued
contributions
Asset-Oriented
KM.AssetAsset--
OrientedOrientedKMKM..
Process-Oriented
KMProcessProcess--OrientedOriented
KMKMCommunity-
OrientedKM
CommunityCommunity--OrientedOriented
KMKM
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Table of Content
About Samsung SDSKnowledge Management Strategy at SDSCommunity-Oriented KMProcess-Oriented KMAsset-Oriented KM
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Knowledge CommunityAsset-
OrientedKM.
Asset-Oriented
KM.Process-Oriented
KMProcess-Oriented
KMCommunity-
OrientedKM
CommunityCommunity--OrientedOriented
KMKM
Intranet-based enterprise knowledge portal called ARISAMEnterprise-wide knowledge community operated by KMG
50 knowledge categories188K knowledge items stored including project proposals, white papers, technology tips, Q&A discussion threads, etc.On average 1.2 items contributed per employee per monthOn average 31 items retrieved per employee per month
Voluntary communities323 Communities of Special Interest organized by subjects131 Communities of Practice organized by depts. or jobs88% of employees participating in 3.9 communities on avg.20% of all knowledge items managed by communities
Growth of knowledge exchangeKnowledge retrievals grew 5.5 times over last 3 years$20M Cost savings from knowledge sharing/reuse in 2002
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Knowledge CommunityAsset-
OrientedKM.
Asset-Oriented
KM.Process-Oriented
KMProcess-Oriented
KMCommunity-
OrientedKM
CommunityCommunity--OrientedOriented
KMKM
Success Factor ARISAM–home-grown EKP continually improved based on frequent satisfaction surveyPersonalized email push of knowledge to individualsEnterprise portal cublets for each job category containing job-specific knowledgeUsage levels of ARISAM knowledge measured per org. unit and reflected on the annual review scoreEvaluation of contributed knowledge items by knowledge masters and users, and monetary compensation based on the evaluation result
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Table of Content
About Samsung SDSKnowledge Management Strategy at SDSCommunity-Oriented KMProcess-Oriented KMAsset-Oriented KM
LeadAssignment
[New Customer] [Exist Customer]
[Valid]
[Selected]
CallCentre or Lite rature Fulfilment CentreSystem
CallCentre or Lite rature Fulfilment CentreSystem
Store WVE intoWVE DB
Store WVEinto WVE DB
Should we do augment?
Should we store W VEin this step?
[Invalid]
[Valid]
[no Change]
[Changed]
[Only Customer Profile Changed]
[Customer Profile Changed& Blank Requests Filled]
[Only Blank Requests Filled]
[unSelected]
[Selected]
[Open LE]
[No open LE]
[Yes]
[No]
Lon on
ValidateID & PW
ReadCustomer Profile
DisplayCustomer Info
CustomerChange Info
UpdateCustomer Profile
Store WVEinto WVE DB
UpdateCustomer Profile
Filte r LE
Check Ope nLeadEvent
of CustomerM erge with Open LE
NotifyCurre nt Lead Holder
Store Le adEvent intoLeadEvent DB
CheckAugment need
LMSystem
Customer
[unSlected] Store WVE intoWVE DB
Store Prospectinto Prospect DB
Store Le adEvent intoLeadEvent DB
AugmentCustomer Information
UpdateCustomer(Prospect)
profile
Score LE
Update LE
ValidateReq Fie lds
Filte rWebVisitEvent
StoreWebUser intoWebuser DB
[Invalid]
Registe rNew Web User
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Knowledge-EmpoweredProcess
Asset-Oriented
KM.Asset-
OrientedKM.
Process-Oriented
KMProcessProcess--OrientedOriented
KMKMCommunity-
OrientedKM
Community-Oriented
KM
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항목 내용내용
Knowledge-EmpoweredProcess
Asset-Oriented
KM.Asset-
OrientedKM.
Process-Oriented
KMProcessProcess--OrientedOriented
KMKMCommunity-
OrientedKM
Community-Oriented
KM
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Knowledge-EmpoweredProcess
Asset-Oriented
KM.Asset-
OrientedKM.
Process-Oriented
KMProcessProcess--OrientedOriented
KMKMCommunity-
OrientedKM
Community-Oriented
KM
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Knowledge-EmpoweredProcess
Asset-Oriented
KM.Asset-
OrientedKM.
Process-Oriented
KMProcessProcess--OrientedOriented
KMKMCommunity-
OrientedKM
Community-Oriented
KM
BPR/KM Projects in 2002
9 employees certificated by US DoD as BPR specialists
Developed UML-based business process analysis and
reengineering methodology
Reusable knowledge attached to the new process
Trained a Practice Knowledge Manager per each of 91
departments
242 BPR/KM projects carried out
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Knowledge-EmpoweredProcess
Asset-Oriented
KM.Asset-
OrientedKM.
Process-Oriented
KMProcessProcess--OrientedOriented
KMKMCommunity-
OrientedKM
Community-Oriented
KM
Effects on Cost Savings
₩260MSAP R/3 customization Business
Integration(SM)
₩280MOJT for IT outsourcing Business
Integration(SM)
₩208MSubcontracting process for short-term projectsBusiness
Integration(SI)
₩201MSoftware release processe-Solution
₩52M• Periodic maintenance of packaged application• Processing customers’ service requests
e-Solution
Annual Cost SavingsReengineered ProcessDivision
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Knowledge-EmpoweredProcess
Asset-Oriented
KM.Asset-
OrientedKM.
Process-Oriented
KMProcessProcess--OrientedOriented
KMKMCommunity-
OrientedKM
Community-Oriented
KM
Success Factor
Advanced & detailed methodology
Convenient templates & S/W tool
Thorough education of Practice Knowledge Managers
prior to implementation
Selection & formulation of standard business process
through consensus among the doers
Direct effects on finance performance
Incentives for best projects
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Table of Content
About Samsung SDSKnowledge Management Strategy at SDSCommunity-Oriented KMProcess-Oriented KMAsset-Oriented KM
Database(DB Server)
Business Logic(App Server)
User Interface(Web Server)
Technical Architecture(Construction)
Software Architecture(Design)
Business Architecture(Analysis)
SW Life Cycle
InformationSystem Layer
Packaged Application
Model
Analysis & Design Pattern
GUIComponent
Business Component(COM+, EJB, Web
Service)
Application Framework
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Knowledge Management Group Business Unit
Choose experts onbiz-critical knowledge
Reuse and sell assetsto reduce costs and create revenue
Valuation of knowledge assets
Evaluate biz unit performance
Distribute cross-unit knowledge
Create coreknowledge assets
via a special project
Create reusableknowledge assets
through real projects
Core Knowledge AssetsAsset-
OrientedKM.
AssetAsset--OrientedOriented
KMKM..Process-Oriented
KMProcess-Oriented
KMCommunity-
OrientedKM
Community-Oriented
KM
Identify biz-critical knowledge
Standardize knowledgespecification
Optimize knowledge repository
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Please, visitwww.sds.samsung.com.
Feel free to contact [email protected] for questions and comments.
Thank YOU!