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Presentation given on Oct. 20, 2007 at Lawrence Technological University
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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 University Stan GarfieldOctober 20, 2007
2 20 Oct 2007
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
3 20 Oct 2007
Invent when needed…
Why manage knowledge?1. Prevent redundant effort
But don’t reinvent the wheel!
4 20 Oct 2007
Why manage knowledge?2. Avoid repeating past mistakes
5 20 Oct 2007
Why manage knowledge?3. Take advantage of what others already know
6 20 Oct 2007
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 have already learned, created, and proved
4. Collaborate with others to take advantage of what they know
5. Learn by doing, from others, and from existing information
7 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
8 20 Oct 2007
Share: HP users help each other out
• Question: Apr 10, 2007
− I have been getting a problem when searching using Google.
− When I get the results and click on one of them it redirects me to another site and not to the selected site.
• Answer: Apr 11, 2007
− You have spyware. Use spyware removal software.
− Update to the latest signatures before starting scan.
− Your problem will be solved.
9 20 Oct 2007
Innovate: HP Social Network
10 20 Oct 2007
Reuse: HP Proposal Web andPresentation Builder
• This slide and many others are reused from existing presentations.
• Think of how much work it would take to create them from scratch.
11 20 Oct 2007
Collaborate: KM Team
Marcus Funke•Process•Project Management
Win/ Loss Lessons
Opportunity Creation
Opportunity Evaluation
Development & Bid
Negotiate & Close
Delivery
Project Profile
Project Profile(new) Update
ReuseReuse Reuse
Capture
Win/ loss Lessons Learned
Close-out Lessons Learned
Reuse
Subm
it
Bid CollateralProject Profile
(updated)
Subm
it
Close-out LessonsDelivery Collateral
Win/ Loss LessonsBid Collateral
Project Profile(updated)
Subm
it
Update
ReuseReuse
B e s t P r a c t i c e S h a r i n g
Capture
Reuse
Andrew Gent•Technology•Architecture
Stan Garfield•People•Communications
Bernard Hennecker•Communities•User Interface
12 20 Oct 2007
LearnRead
Watch
Attend
Listen
13 20 Oct 2007
Knowledge Management Mission
• The mission of the HP Services Knowledge Management program is to institutionalize knowledge creation, sharing, and reuse to:
−Increase our win rate
−Drive down sales and delivery costs
−Increase engagement quality
14 20 Oct 2007
Goals of Knowledge Management
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 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
15 20 Oct 2007
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
• Knowledge Capture & Reuse
• Communities of Practice
• Best Practice Replication
• Project Team Collaboration
• Content Management & Governance
• Knowledge Capture & Reuse
• Communities of Practice
• Best Practice Replication
• Project Team Collaboration
• Content Management & Governance
• Content Management & Governance
• Authoring Excellence Program
• 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 who participate 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 by the number of new projects
• Reuse: The average amount of reuse reported in new project profiles, averaging Bid & Delivery
16 20 Oct 2007
Knowledge Management Components
Peopleculture and valuesknowledge managersuser surveyssocial networkscommunitiestrainingdocumentationcommunications
Technologyuser interfaceintranetteam spacesvirtual meeting roomsportalsrepositoriesthreaded discussionsexpertise locatorsmetadata and tagssearch enginesarchiving
Processmethodologiescreationcapturereuselessons learnedproven practicescollaborationcontent management
classificationmetrics and reporting
management of change
workflow
valuation
social network analysis
appreciative inquiry
storytelling
blogswikispodcastssyndicationsocial softwareexternal accessworkflow applicationsprocess automatione-learningsubscriptionspoints trackingreporting
knowledge advisorsgoals and measurementsincentives and rewards
17 20 Oct 2007
Methods, Search, References, Proposals,Collateral, Software Source, Expertise Locator
Repository of field-contributed documentscontaining 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 forinformation, and any other KM support
Knowledge Network Components
SpecializedRepositories & Tools
Knowledge Briefs
Communities ofPractice
Project ManagementLibraries
Project TeamCollaboration
Knowledge Advisors
18 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
19 20 Oct 2007
1. Capture: Capture content and experience from bids and projects (project profiles, lessons learned reports, bid/project documents, solution collateral/service kit content, knowledge briefs)
2. Reuse: Reuse content and experience in bids and projects (solution collateral/service kit content, lessons learned reports, bid/project documents, knowledge briefs)
3. Participation: Actively participate in at least one community of practice, with special focus on subscribing and posting to Forums
PEOPLE: Employee KM Goals
20 20 Oct 2007
PEOPLE: KM Stars Tell Their Stories
21 20 Oct 2007
PEOPLE: KM Stars Incentive Points System
22 20 Oct 2007
PEOPLE: Authoring Excellence Program• Rewards HPS personnel who help raise customer awareness
of HP Services capabilities through the publication of white papers, articles, and books, or who give presentations to recognized industry forums
23 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
24 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
25 20 Oct 2007
PEOPLE: Knowledge Advisors Page
26 20 Oct 2007
PEOPLE: Communities
• Communities are groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their understanding and knowledge of this area by interacting on an ongoing basis.
• Professions are communities of practice with the richest set of activities, governance, 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.
• Specialty Forums are for niche topics that don’t require formal communities but need threaded discussions for collaboration – they can evolve to become communities.
Specialty ForumsSpecialty Forums
Solution Solution CommunitiesCommunities
ProfessionsProfessions
@h
p
@h
p
Port
al
Port
al
Kn
ow
led
gK
now
led
ge N
etw
ork
e N
etw
ork
• Professions− Learning & Development driven− Develop members to fit into a
particular role, be proficient in this role, and be able to deliver services from within that role
− Motivation: master the profession
• Solution Communities− Focused on the particular topic− Various roles can participate− Passion is focused on
developing, selling, and delivering a specific solution set and becoming very knowledgeable about the topic
− Motivation: sell and deliver expertly
• Specialty Forums− Loosely connected groups of
people who want to learn about a particular topic
− No commitment in terms of delivering something together
− Motivation: ask and learn
27 20 Oct 2007
PEOPLE: HP Professions Program
28 20 Oct 2007
PEOPLE: HP Professions – Example
29 20 Oct 2007
PEOPLE: Social Networking
30 20 Oct 2007
PROCESS: HP Services Knowledge Flow
Customer Engagement
Roadmap
Value to CustomerKnowledge from HP/
Outside HP
Knowledge in Repositories and
Collaborative Workspaces
Exp
licit
Knowledge in PeopleT
aci
t
HP S
erv
ices
Know
ledge
Oth
er
HP K
now
ledge
Capture InventReuse
KM MeasuresReinforcing
Behavior
KCR Processand Policy
31 20 Oct 2007
IdentifyOpportunity Opportunity Develop & Negotiate& Close Implement& Ensure Expand& ExtendDevelop &Propose
Negotiate& Close
Won& Deploy
Won& Expand
SellingStage
RoadmapStage
OpportunityCreation
OpportunityEvaluation
Development& Bid
Negotiate & Close
Delivery
UnderstandCustomer
ValidateOpportunity
QualifyOpportunity
SOAR EventsOpportunityAssessment
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,LessonsLearned
Close-OutReport
SOW,Project Plan
PROCESS: Customer Engagement Roadmap
Project KM Content Project ProfileSOW,
Project Plan Win/LossReview
LessonsLearned
Close-OutReportProposal
32 20 Oct 2007
PROCESS: Knowledge Capture & Reuse
Win/ Loss Lessons
Opportunity Creation
Opportunity Evaluation
Development & Bid
Negotiate & Close
Delivery
Project Profile
Project Profile(new) Update
ReuseReuse Reuse
Capture
Win/ loss Lessons Learned
Close-out Lessons Learned
ReuseSub
mit
Bid CollateralProject Profile
(updated)
Sub
mit
Close-out LessonsDelivery Collateral
Win/ Loss LessonsBid Collateral
Project Profile(updated)
Sub
mit
Update
ReuseReuse
B e s t P r a c t i c e S h a r i n g
Capture
Reuse
33 20 Oct 2007
Participation 50%
Capture80%
Reuse45%
PPR Usage20%
Portal Usage40%
PROCESS: KM Metrics Dashboard• Capture
The number of new projects recorded in the PPR as a percentage of all new projects booked. Goal: 80%
• ReuseThe average amount of project content that was reused by new projects entered into the PPR for this month. Goal: 45%
• PPR UsageThe number of employees who reviewed one or more project profiles from the PPR this month, as a percentage of total C&I population. Goal: 20%
• Portal UsageThe 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: 40%
• ParticipationThe number of employees who participated in the forums (either online or as a subscriber) this month, as a percentage of total C&I population. Goal: 50%
23%
61%
76%
34%14%
34 20 Oct 2007
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
35 20 Oct 2007
TECHNOLOGY: Knowledge Network
36 20 Oct 2007
Knowledge Network – A-Z Index
37 20 Oct 2007
Engagement Knowledge Map
38 20 Oct 2007
Engagement Knowledge Map (continued)
39 20 Oct 2007
Simple Guide to KM
40 20 Oct 2007
Knowledge Network Search Tips
41 20 Oct 2007
Knowledge Network – Remote Access
42 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
43 20 Oct 2007
Creating a WSS Team Space
44 20 Oct 2007
Creating a WSS Team Space (continued)
45 20 Oct 2007
Creating a WSS Team Space (continued)
46 20 Oct 2007
Windows SharePoint Services –Project Team Space Example
47 20 Oct 2007
Windows SharePoint Services –Internal Team Space Example
48 20 Oct 2007
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 (although approvals can be used).
49 20 Oct 2007
SharePoint Portal Server –Example Practice Portal
50 20 Oct 2007
Web Publishing Center and SharePoint:Industry Practice Portal
51 20 Oct 2007
Project Profile Repository• Each project we bid on, win and deliver should have
a profile in the repository that can be readily searched, based on industry, 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
on “Save and Close“ at the top of page
52 20 Oct 2007
Project Profile Repository
53 20 Oct 2007
Project Profile Submission Form
54 20 Oct 2007
Project Profile Submission Form (continued)
55 20 Oct 2007
Project Profile Repository –Browse by Country
56 20 Oct 2007
Project Profile Repository –Browse by Industry
57 20 Oct 2007
Project Profile Repository –Browse by Market Offering
58 20 Oct 2007
Project Profile Repository –Example of a Profile
59 20 Oct 2007
Project Profile Repository –Example of a Profile (continued)
60 20 Oct 2007
Project Document Library & Contribution Wizard
61 20 Oct 2007
Community Directory
62 20 Oct 2007
HP Forums – Threaded Discussions
63 20 Oct 2007
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
64 20 Oct 2007
Ask the Expert
65 20 Oct 2007
Knowledge Briefs
• Knowledge briefs are exactly that: short but detailed snippets of information on a variety of topics, whether they be aspects of established technologies or overviews of the latest IT trend.
• The purpose of knowledge briefs is to share information quickly, passing along insights, tips and tricks, and other nuggets of knowledge to other HP employees.
• Awards are given to frequent knowledge brief contributors
66 20 Oct 2007
Knowledge Briefs Viewer
67 20 Oct 2007
Knowledge Brief – Example
68 20 Oct 2007
HP Global Method
69 20 Oct 2007
HP Global Method –HPS Methodology Catalogue
70 20 Oct 2007
HP Global Method –Process Library
71 20 Oct 2007
HP Global Method PM –Project Management Methodology
72 20 Oct 2007
HP Reference2Win Program –Submit a Win
73 20 Oct 2007
HP Reference2Win Program –Advanced Search
74 20 Oct 2007
Tacit Knowledge Sharing:Winning the Bid Forum and HPS Podcast
75 20 Oct 2007
HP Services Portfolio
76 20 Oct 2007
HP MarketVision – Market Research
77 20 Oct 2007
books24x7 (via HP Labs) –Online Access to IT & Business Books
78 20 Oct 2007
HP Virtual Rooms
79 20 Oct 2007
Grow @hp (e-learning)
80 20 Oct 2007
Software: GDAS Reuse Portal andCME IP Asset Catalogue
81 20 Oct 2007
Expertise Locator – Find Consultant inResource Management MarketPlace
82 20 Oct 2007
Knowledge Network News (monthly)
83 20 Oct 2007
Test your knowledge: Which Web 2.0 tool would you use for each of these?Share
1. Publish your insights
2. Tag your favorite web sites so that others can also benefit
Innovate
3. Improve upon a document with a group of colleagues
4. Meet new people to brainstorm and develop new ideas
Reuse
5. Find market research to use in a presentation
6. Link to the good ideas of thought leaders, and expand upon them
Collaborate
7. Ask for help from others
8. Find people with similar interests
Learn
9. Listen to an interview with an expert
10. Find out what the consensus position is on a given topic
84 20 Oct 2007
Web 1.0: Searchable Web (single starting point)
85 20 Oct 2007
Web 2.0: Threaded Discussions –HP Forums
RSS Feed
Email Thread
Web Thread
86 20 Oct 2007
Web 2.0: Wiki - HPedia
87 20 Oct 2007
Web 2.0: Blog - Knowledge Sharing Weekly
88 20 Oct 2007
Web 2.0: Podcast - HPS OnPoint
89 20 Oct 2007
Web 2.0: Social Networking Sites
me@hp
90 20 Oct 2007
Web 2.0: Social Bookmarks (like del.icio.us)
91 20 Oct 2007
Web 2.0: Virtual Worlds – Second Life
92 20 Oct 2007
Test your knowledge: AnswersShare
1. Publish your insights - Blog
2. Tag your favorite web sites so that others can also benefit - Social bookmarks
Innovate
3. Improve upon a document with a group of colleagues - Wiki
4. Meet new people to brainstorm and develop new ideas - Virtual world
Reuse
5. Find market research - Search engine
6. Link to the good ideas of thought leaders, and expand upon them - Blog
Collaborate
7. Ask for help from others - Threaded discussion
8. Find people with similar interests - Social networking site
Learn
9. Listen to an interview with an expert - Podcast
10. Find out what the consensus position is on a given topic - Wiki
93 20 Oct 2007
Web 2.0: Pligg (like Digg)
94 20 Oct 2007
Web 2.0: WaterCooler
95 20 Oct 2007
Web 2.0: Uncut (like YouTube)
96 20 Oct 2007
Learning More: Ark Group Reporthttp://www.ark-group.com/home/publication.asp
Source: Ark Group
97 20 Oct 2007
Learning More: KM Home Pagehttp://stangarfield.googlepages.com/
98 20 Oct 2007
Learning More: KM Bloghttp://www.hp.com/blogs/garfield
99 20 Oct 2007
