content management hewitt-aon and accenture
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Overview
I am an experienced systems architect, software developer and project manager who specializes in the design and implementation of Content Management and Information Delivery systems.
This document highlights some of my strategy and implementation work at Parker Boyd, Hewitt-Aon, and Accenture.
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Financial Enablement (KM) Objectives and Goals
The purpose of this document was to concisely articulate the goals and objectives of the Financial Enablement group (Knowledge Management, Communications, Training) as well as outline major initiatives for the current fiscal year. It was also meant to identify the expectations we have of other groups with FE interface. Lastly, it was intended to provide a way to communicate fiscal year goals and deliverables for the group.
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FY05 Strategy
This document was development at the beginning of FY05 to help the group plan for the work in the year ahead. It covered not only the strategic objectives for the group, but also laid out a roadmap for how the work we do can be evaluated based on certain “intangibles” such as risk and reward. As you may expect, the team remained fluid in its plans to meet the demands of the Practice – resulting in a majority of time of all team members focused in documentation, communication and content management areas.
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Leveraging KM Expertise at Hewitt
A series of discussion and strategy sessions were conducting on moving Finanical KM to the Shared Business Services organization. The objective of this move was to provide greater support to the organization and leverage existing skills and best practices.
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Knowledge Management Strategy
The KM strategy was used extensively to develop consensus among Hewitt leadership and to articulate the information philosophy to the Financial organization. Some basic tenets of strategy were to:
• Provide single point of entry for financial information (such as a Homepage structured containing organized, easy to navigate information).
• Establish disciplines for managing content and controlling access• Begin to clean up existing Financial information and map out a structure (Information Architecture) that
is used to organize group wide data.
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Information Architecture
An inventory of Financial owned databases was developed to provide an effective way to identify content sources based on a series of criteria – template used, audience, etc. Based on the information gathered, a more graphic (and user friendly) mapping was developed to group information systems and tools into more “recognizable” areas. This picture is used to help us better identify where information lives, and to understand how our information is organized and used.
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Case for Document Level Usage Tracking in Lotus Notes
Document level usage tracking on a Lotus Notes platform is widely acknowledged as being a difficult and complex undertaking. There is no “flip the switch” feature in Notes that provides for this capability and with the exception of a few custom solutions, document level usage tracking is all but absent from our environment.
This document looks at these challenges and offers some functional requirements for establishing a usage tracking capability.
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GBS Homepage Architecture
Key to developing the GBS Homepage is understanding the underlying information architecture. Working with SBS leaders, the architecture was developed to highlight SBS’ mission to deliver seamless services to customers. To do this, GBS groups needed to stop thinking of themselves as siloed organizations and more as integrated service providers. This architecture, along with the Homepage interface, was able to help achieve this goal.
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Accenture BPM Web Portal
Business Driver
• Missing from the outsourcing organization was a globally accessible, non-Notes based method for building an information network and community of practice.
• Providing these employees access to the firm’s knowledge database and leadership communications became key in empowering this growing practice area.
• Yet giving Notes access to the 20,000 employees in the outsourcing practice would be prohibitively expensive.
The Solution
• Implement a website that would provide a portal to key information and promote that sharing of best practices and project related data.
• Website provides internet access to key technical resources (Help Desk) & important industry related topics (news feeds, newsletters).
Key Challenges
• Working with internal systems organization to implement on server.
• Pioneering firm wide “branding” standards for look and feel of website.
• Obtaining content from marketing organizations responsible for developing print versions of newsletters.
My Role
• Project management including budgeting, status reporting, work plans.
• Design, programming, and beta testing of website.
• Primary contact with other organizations responsible for hosting, and providing content.
Dean Butterman
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Parker Boyd Website
Business Driver
• Create a high impact, state of the art Website presence for Parker Boyd.
• Should communicate professional image of firm yet appeal strongly to new generation of technologists.
• Establish as primary method of communicating with recruits, other business, and prospects.
• Design to be consistent with all other collateral materials.
The Solution
• A comprehensive marketing plan for Parker Boyd including Website, brochures, logos, stationary, etc.
• A website that portrays Parker Boyd’s fresh approach to providing services to its clients.
Key Challenges
• Maintaining costs and keeping development on schedule.
• Coordinating activities with graphic designers to deliver paper-based marketing material during rollout of Website.
My Role
• Design and programming of website.
• Worked with graphics design firm to create images for all associated collateral.
Dean Butterman
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Business Driver
• Reduce costs of BPO offerings by providing cost effective training and best practices information to outsourcing client engagements.
• Move away from costly infrastructure traditionally used by consulting practice and better target information towards level of onsite personnel.
The Solution
• A stand alone kiosk type system that can deliver CBT training on demand.
• Low cost, easy to maintain Visual Basic front end that can be customized for each location.
• Centralized support, for product. Also a centrally controlled program (marketing, release management, etc.)
Key Challenges
• User acceptance.
• Integration with other tools
• Ease of installation at remote sites.
My Role
• Full marketing and communication strategy.
• Project manager for all phases of development.
• Design, programming, testing and rollout.
• All user manuals, system administration manuals, and supporting collateral.
Accenture Knowledge Center Kiosk
Dean Butterman
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Business Driver
• The role of IT in a merger and acquisitions transaction was becoming a large niche market for the Strategic IT Effectiveness organization with Accenture.
• There was no infrastructure to support selling and delivery of service and each transaction required a reinvent the wheel approach. Cost of service to client was perceived to be too high.
• Information about mergers and acquisitions was of widely varying quality and was highly dispersed and rarely maintained or used.
The Solution
• A Lotus Notes Database that consolidates Accenture’s wealth of IT focussed M&A knowledge capital.
• Makes information easy to deploy and maintain and provides for the delivery of best practices, tools, and data to practitioners.
• Supports all phases of project life cycle - from sales through delivery.
Key Challenges
• Ensuring freshness and timeliness of information.
• Facilitating content development by Subject Matter Experts.
• Technical issues related to replicating data worldwide.
My Role
• Project manager for all phases of development.
• Design, programming, testing and rollout.
• Organization of vast knowledge base into meaningful taxonomy.
• Policies and procedures for adding and maintaining content and for adding new services areas.
Accenture M&A Practitioner’s Aid
Dean Butterman
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Hewitt Policies and Procedures Portal
Business Driver
• To ensure compliance to Section 404 of Sarbanes-Oxley by documenting and evaluating controls over Hewitt financial reporting.
• Create a globally accessible repository for firmwide, policies, process and procedures in compliance with Sarbanes-Oxley’s access to information requirement.
The Solution
• The Financial Policies and Processes database contains the most current and accurate information regarding the key activities in Financial.
• This global database is used by 15,000 employees and supports multiple languages, and regional “perspectives” on HR issues.
Key Challenges
• Taxonomy of content was most significant challenge. Database interface had to be designed with very different audiences in mind: from the basic Hewitt employee looking to read about a specific policy, to the Auditor interested in identifying and verifying our Sarbanes-Oxley controls.
• Politics involved in replacing an existing, seldom used, and obsolete policy database.
My Role
• Identifying appropriate platform (Web, Lotus Notes, other)
• Requirements for database including the taxonomy of content, and required features/functions.
• Full life-cycle including programming, graphic design, rollout, training, reference guides.
Dean Butterman
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My Role
• Worked with all areas of Hewitt, to identify the key drivers/requirements for tool.
• Developed “Information Architecture” describing where and how all Financial information warehoused. This helped define final taxonomy of information.
• Designed, developed, and rolled out the Financial Homepage. Worked with Financial community to fine-tune system.
Hewitt Financial Homepage
Business Driver
• Provide easy access to the right Financial information.
• Ability to communicate more effectively within the financial community.
– more targeted messages and communications– notification when things were expected– removing sole dependency on email
• Need to more effectively streamline our work by sharing helpful tips, news items and general information about our business and industry with others
• Need clearer identification of key resources within Financial for specific content areas.
The Solution
• The Financial Home Page is the gateway to important and frequently referenced financial related information.
• It ensures associates are pointed to the most accurate and recent thinking with respect to financial policies, processes, procedures and end- user reference materials.
• It serves as the primary communication vehicle – to announcements, upcoming events and financial authored communications about certain activities
Key Challenges
• Getting time from subject matter experts.
• Working through the IT red-tape to implement an “unorthodox” system.
Dean Butterman
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Hewitt Cares Foundation Homepage
Business Driver
• To bring together Hewitt’s many community outreach and corporate social responsibility efforts under a single banner for the very first time.
• To reflect the depth of Hewitt’s commitment to the community, and help drive current and future efforts with a clear vision and sense of purpose.
• Reduce cost of maintaining different systems, and eliminate confusion among patrons and other donor parties.
The Solution
• A one-stop shop for all Hewitt Foundation activities.
• Provides information about all the different programs, contains event calendars, promotional materials, a photo/video gallery of events.
• Truly conveys the depth and breadth of Hewitt/s commitment to these programs.
Key Challenges
• Developing a functionally rich, yet low maintenance system.
• Delivering a fairly complex system in a short period of time that had high visibility.
• Creating something that captured Hewitt’s commitment to the community.
My Role
• This effort was sponsored by Hewitt’s CEO. I was asked to lead because of my other work at Hewitt.
• Worked with Corporate Communications and the Hewitt Associates Foundation to develop requirements, and identify features, functions and overall design.
• Developed and helped rollout site worldwide.
Dean Butterman
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Global Business Services Homepage
Business Driver
• GBS organization was formed to consolidate dozens of Hewitt support groups in order to eliminate redundancies, and reduce costs.
• These many disparate groups needed to start operating as a single, integrated organization with shared goals, resources, and tools, and best practices.
• Leadership needed a way to effectively, and easily communicate with group that is globally dispersed.
The Solution
• A single source portal that provides information across the Global Services organization.
• Where leaders and all associates can post messages and share information.
• Maintains process and procedure information, business plans and results, and other information critical to all GBS associates.
Key Challenges
• Integrate information from groups that have been operating independently for 50 years.
• Develop a low maintenance, easy to use tool that is also content rich.
• Working with multiple leaders with often conflicting agendas and visions.
My Role
• Worked with Hewitt’s Senior Vice President and leaders of each group to develop requirements.
• Designed and developed Notes portal and all associated security and content management processes.
• Created enterprise taxonomy for categorizing global information.
Dean Butterman
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Hewitt Workforce Management Database
Business Driver
• Quality. Associates need access to a resource that is current and can be referenced.
• Unified Messages. Associates need to be able to reference the same materials across client teams and product and service areas to learn in unison and to speak with one voice about the business.
• Leverage. As team grows, associates will rely more and more on explicit knowledge.
• Scalability. As team brings on more clients and associates, will avoid risks by having centralized information, a “go to” place for what is needed.
The Solution
• A gateway providing easy access to information about roles, clients, and Hewitt activities impacting service delivery.
• A communication portal providing a common forum for sharing ideas and alerting associates to new best practices and other job aids.
Key Challenges
• Transitioning tool to team members.
• Implementing content management tools to ensure that the content is kept up-to-date.
• Developing a tool that associates will be compelled to use.
My Role
• Work with team to gather requirements.
• Develop work plans, and manage project.
• Develop database including look & feel, taxonomy, graphics.
• Train team members to support new tool.
Dean Butterman
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Hewitt Financial Associate Reference Center
Business Driver
• Provide easy access to important and frequently used/referenced information by the internal finance practice.
• Eliminate use of out-of-date information by providing one source of the truth.
• Reduce time associate’s waste hunting for information that they need to do their jobs or manage their careers.
The Solution
• A section of the Financial Homepage that includes links to recognition information and programs, links to:
− learning and development opportunities− the finance practice score-card – and similar
performance measurement information− performance planning and annual review
information, and much more
Key Challenges
• Recruiting the CFO to participate in the marketing campaign.
• Developing an interface that was fresh, yet easy for people to navigate.
My Role
• Worked with all levels in Finance organization to identify important resource information, frequently used tools, links, policies, etc.
• Developed interface that was both engaging and convenient to use.
• Created multimedia video promoting use of center.
Dean Butterman
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Infrastructure Tool Guide
Dean Butterman
Business Driver
• Accenture’s office-based infrastructure doesn’t address BPM’s requirements - heavily project based and dependent on expensive local office support.
• 20% of Accenture workforce therefore not supported by standard Consulting Office infrastructure.
• In the absence of a common strategy or usable solution, BPM units have developed own application infrastructure at high initial cost and they bearing long term maintenance costs.
The Solution
• An appropriately scaled application infrastructure that can be deployed on day 1 of contract.
• An architecture that can be supported locally with minimal training.
• A solution that can be assembled from list of options, to scale solution according to needs of unit and existing client requirements.
Key Challenges
• Decomposing a units infrastructure requirements into manageable, understand segments.
My Role
• Developed process framework (matrix) that enabled team to identify and categorize candidate tools.
• Worked with internal systems group and existing units to identify best of bread tools. Worked with vendors (Siebel, Apropos, ABT) to establish relationships.
• Developed tools guide to effectively- and at low cost - delivery information to unit decision makers.
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Hewitt Project Tracking Tool
Business Driver
• Consolidate the tracking of all financial projects into a single, easy to use tool.
• Ensure that all work - proposed, in progress, completed - is identified and tracked, and that resources are effectively allocated.
• Provide better status reporting to investment committees and sponsors.
• Provide team members and project managers with a simplified way to track projects, generate status reports, and move projects to completion.
The Solution
• A multi-user MS Access database application that combines easy data entry with powerful report and search wizards.
• Application is single source of all project information and has all but eliminated projects that fall through the cracks, confusion about project status, and uncertainty about which resources are allocated.
Key Challenges
• Developing a system that was easier to use than the ones it replaced
• Creating wizards that would allow ultimate user flexibility, yet not be so flexible as to increase tool maintenance or confuse the casual user.
My Role
• Work with project managers to identify the information needed to be captured.
• Designed, programmed, and tested application.
• Develop user guide and trained users.
Dean Butterman
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Homepage Marketing
This drop-in style marketing pieces were developed to generate awareness of the Financial Homepage and build enthusiasm for using the tool. The simple messages are meant to convey a specific benefit of the tool in a humorous, memorable way. The overall intent was to avoid a lengthy piece - using lots of bullet points to detail benefits - that in the end, would probably be discarded before it was read.
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Associate Reference Center Guided Tour
This promotion video was developed to announce the availability of the Financial Associate Reference Center. The video was created using Windows Movie Maker and was posted on the Financial Homepage. This new approach to communication was used to provide both an announcement about the tools availability and also as a quick overview on how to access and use the tools.
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Financial Information Resource Card
Key to successful rollout of any program is getting people to understand and follow its basic principles. This is true of our KM program and the Financial Information Resource card is a device FE has chosen to use to get basic information about the program into the hands of the team.
Areas covered include the information architecture, a description of Financial’s key databases, an overview of the Financial Homepage, and content management rules and guidelines.
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Information Architecture Brochure
The this brochure was developed to communicate our information architecture to members of the Financial community. It provides everyone with some basic understanding of the complexity of our environment, and helps people make better decisions about how to use and store information.
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Financial Homepage Lunch and Learn
This series of lunch and learns was conducted to introduce the financial organization to the capabilities and purpose of the Financial Homepage. Attendance to Lunch and Learn was mandatory for all members of Financial Operations.
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SBS/GBS Homepage Usability Study
The purpose of the usability test was to determine the effectiveness of the Homepage and to collect feedback for future releases. Fourteen associates were selected to represent a diverse cross section of the company using criteria such as organizational alignment, business focus, technical skills, and geographic location. Testers conducted a homepage walkthrough following the usability script.
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GBS Homepage Communications
These represent communications distributed Hewitt wide that are about the GBS Homepage.
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Marketing Letters, Drop-ins, T-shirts, Posters
These marketing collaterals were develop to further communicate deliverables and activities within Financial. Raising awareness to initiatives and getting early buy-in continue to be key to the groups success and marketing is but one avenue chosen to help with this objective.
For example, the Project Management team needed to promote and acknowledge the efforts of the people involved in the Sarbanes-Oxley Revenue Recognition remediation team. The images were used on posters and on coffee mugs, and were distributed across the organization and to our client teams