Knowledge Management: Knowledge Management: Best Practices for Productivity & InnovationBest Practices for Productivity & Innovation
Dr Madan RaoDr Madan Rao
Editor, “The Knowledge Management Chronicles”Editor, “The Knowledge Management Chronicles”
http://twitter.com/MadanRao [email protected]
The Knowledge JourneyThe Knowledge Journey
Existing knowledgeExisting knowledge– Traditional knowledgeTraditional knowledge– Organisational knowledgeOrganisational knowledge
New knowledgeNew knowledge– Innovation in organisationsInnovation in organisations– Startups/entrepreneurshipStartups/entrepreneurship
KM: KM: Drivers and OutcomesDrivers and Outcomes
DriversDrivers– InternalInternal
Challenges: knowledge retention Challenges: knowledge retention Opportunities: improving productivityOpportunities: improving productivity
– ExternalExternal Challenges: competition, environmental pressureChallenges: competition, environmental pressure Opportunities: innovation, globalisationOpportunities: innovation, globalisation
OutcomesOutcomes– Productivity, Innovation, Risk managementProductivity, Innovation, Risk management
Wealth, if you use it, comes to an end; learning, if Wealth, if you use it, comes to an end; learning, if you use it, increases.you use it, increases.
- Swahili proverb- Swahili proverb
I hear, I forget. I see, I remember. I do, I I hear, I forget. I see, I remember. I do, I understand.understand.
- Chinese proverb- Chinese proverb
A known mistake is better than an unknown truth.A known mistake is better than an unknown truth.- Arab proverb- Arab proverb
An old patient is better than a new doctor.An old patient is better than a new doctor.- Kannada proverb- Kannada proverb
KM Focus AreasKM Focus Areas
Best practicesBest practices Project management, deliveryProject management, delivery Risk management, knowledge retentionRisk management, knowledge retention Sustainable innovationSustainable innovation Intellectual capital managementIntellectual capital management Efficiency, productivityEfficiency, productivity Customer excellence, citizen satisfactionCustomer excellence, citizen satisfaction
What we did so far…What we did so far…
KM @ EurekaForbesKM @ EurekaForbes
The “8 Cs” of Success in the The “8 Cs” of Success in the Knowledge EraKnowledge Era
ConnectivityConnectivity ContentContent CommunityCommunity CultureCulture CapacityCapacity CooperationCooperation CommerceCommerce CapitalCapital
The “8 Cs” of Success in the The “8 Cs” of Success in the Knowledge EraKnowledge Era
ConnectivityConnectivity– Connectivity, bandwidth, devices, platform, interfaces, standards, Connectivity, bandwidth, devices, platform, interfaces, standards,
portalportal ContentContent
– Archives, assets, databases. Creation, codification, classification, Archives, assets, databases. Creation, codification, classification, archival, retrieval, trackingarchival, retrieval, tracking
CommunityCommunity– Knowledge-exchange communities, evolution of communities, Knowledge-exchange communities, evolution of communities,
supportsupport CultureCulture
– Trust, support, learning organisationTrust, support, learning organisation
The “8 Cs” of Success in the The “8 Cs” of Success in the Knowledge EraKnowledge Era
CapacityCapacity– Roles, organisational support, training, HRRoles, organisational support, training, HR
CooperationCooperation– Between units, with customers/partners, industry, external Between units, with customers/partners, industry, external
institutes (eg academia)institutes (eg academia) CommerceCommerce
– Commercial and other incentives, pricing of knowledge Commercial and other incentives, pricing of knowledge contribution, ranking and usagecontribution, ranking and usage
CapitalCapital– Investments into KM practice, RoI metricsInvestments into KM practice, RoI metrics
ConnectivityConnectivity
Early bumps: Fujitsu (lack of standardisation)Early bumps: Fujitsu (lack of standardisation) Open Text: Livelink WirelessOpen Text: Livelink Wireless Sun (Philippines): SMS, PDA workflowSun (Philippines): SMS, PDA workflow Siemens Medical Systems: Med2Go, iPaqSiemens Medical Systems: Med2Go, iPaq Buckman Lab’s K-Netix: CompuServe -> WebBuckman Lab’s K-Netix: CompuServe -> Web WLANs/WiFi: Creative design of workplacesWLANs/WiFi: Creative design of workplaces
ContentContent
Siemens: taxonomy, global editing teamSiemens: taxonomy, global editing team Swiss Re: Knowledge managersSwiss Re: Knowledge managers Factiva, LexisNexis: Newsfeeds for IntranetsFactiva, LexisNexis: Newsfeeds for Intranets EMC: Techlore knowledge respositoryEMC: Techlore knowledge respository EMC: Tech support KnowledgeBaseEMC: Tech support KnowledgeBase Fujitsu: ProjectFinderFujitsu: ProjectFinder i2: Project Workbenchi2: Project Workbench Hill & Knowlton: “Bestsellers”Hill & Knowlton: “Bestsellers”
Communities of PracticeCommunities of Practice
Bank of Montreal: Social Network AnalysisBank of Montreal: Social Network Analysis Tata Steel: 21 CoPsTata Steel: 21 CoPs ChevronTexaco: CoPs and M&AChevronTexaco: CoPs and M&A DaimlerChrysler: TechClubsDaimlerChrysler: TechClubs Oracle: Professional CommunitiesOracle: Professional Communities
Top down, bottom up, middle out; Top down, bottom up, middle out;
boundary-spanningboundary-spanning
CultureCulture
EMC: KM culture via peer pressureEMC: KM culture via peer pressure i2: Start-up culture, learning fasti2: Start-up culture, learning fast IBM: Cognizant Enterprise Maturity ModelIBM: Cognizant Enterprise Maturity Model i-Flex: quiz programi-Flex: quiz program Infosys: “Learn once, use anywhere”Infosys: “Learn once, use anywhere” Quiver: “Engineering versus the rest” blockQuiver: “Engineering versus the rest” block Fujitsu Consulting: Early “dis-enlightenment”Fujitsu Consulting: Early “dis-enlightenment”
Capacity: Knowledge RolesCapacity: Knowledge Roles
Boundary spanners, roamers, outposts, Boundary spanners, roamers, outposts, knowledge project managers, stewards, knowledge project managers, stewards, coaches, trainers, councillors, counsellors, coaches, trainers, councillors, counsellors, officers, integrators, administrators, engineers, officers, integrators, administrators, engineers, librarians, synthesisers, reporters, editors, librarians, synthesisers, reporters, editors, learning officers, CKOs, directors of intellectual learning officers, CKOs, directors of intellectual assets, CIOs, anecdote manager . . . . . . . . . . !assets, CIOs, anecdote manager . . . . . . . . . . !
CapacityCapacity
EMC: Formal training programsEMC: Formal training programs HSS: KM workshopsHSS: KM workshops i-Flex: Software process certificationi-Flex: Software process certification NASA: Mentoring program (Academy of NASA: Mentoring program (Academy of
Program and Project Leadership)Program and Project Leadership) Bank of Montreal: K-CaféBank of Montreal: K-Café Johnson&Johnson: KNEAT (Knowledge Johnson&Johnson: KNEAT (Knowledge
Networking Environmental Assessment Tool)Networking Environmental Assessment Tool)
CooperationCooperation
Industry associations: vertical (eg. NASSCOM), cross-Industry associations: vertical (eg. NASSCOM), cross-sector (eg. APQC), national (IKMS – Singapore; K-sector (eg. APQC), national (IKMS – Singapore; K-Community - India)Community - India)
EDS: Collaboration with US business schoolsEDS: Collaboration with US business schools MITRE: Knowledge Partners program – retireesMITRE: Knowledge Partners program – retirees Open Text: KM Advisory Board with 20 top customersOpen Text: KM Advisory Board with 20 top customers SunPhil: KM Association of the PhilippinesSunPhil: KM Association of the Philippines World Bank’s networking of city mayors in Central World Bank’s networking of city mayors in Central
AmericaAmerica
Commerce: Knowledge MarketplaceCommerce: Knowledge Marketplace
Siemens: “shares,” cellphonesSiemens: “shares,” cellphones Infosys: Knowledge currency unitsInfosys: Knowledge currency units MITRE: KM Achievement Award, Corporate KM MITRE: KM Achievement Award, Corporate KM
Recognition AwardsRecognition Awards EDS: EDS Fellows ProgramsEDS: EDS Fellows Programs IBM: Knowledge Advantage awardsIBM: Knowledge Advantage awards
CapitalCapital
Buckman Labs: US$7,500 per person (4 per Buckman Labs: US$7,500 per person (4 per cent of revenue)cent of revenue)
McKinsey: 10 per cent of revenue is spent on McKinsey: 10 per cent of revenue is spent on KM KM
Hoffman-LaRoche: cut down drug application Hoffman-LaRoche: cut down drug application process by several months (US$1 million per process by several months (US$1 million per day)day)
Maturity: MetricsMaturity: Metrics
Activity metricsActivity metrics Process metricsProcess metrics Knowledge metricsKnowledge metrics People metricsPeople metrics Organisational metricsOrganisational metrics
MetricsMetrics
Quantitative metricsQuantitative metrics Semi-quantitative metricsSemi-quantitative metrics Qualitative metricsQualitative metrics
MoF ad: Can you find the 0 amongst the Qs?MoF ad: Can you find the 0 amongst the Qs?
QQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQOQQQQQQQQQQQQQQQQ QQQQQQQQQQQOQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ
Social Media and KM ImpactsSocial Media and KM Impacts
Increased the population of experts available (internal + Increased the population of experts available (internal + external)external)
Improved creation + validation of expertise (speed, Improved creation + validation of expertise (speed, quality)quality)
New collective + unstructured + narrative knowledgeNew collective + unstructured + narrative knowledge ““Force multiplier” for collaboration and innovationForce multiplier” for collaboration and innovation SEO + SMOSEO + SMO Trends: mash-ups and appsTrends: mash-ups and apps
KM: Sectoral AdvantagesKM: Sectoral Advantages
Media: Media: management of multimedia content, management of multimedia content, smooth workflow, delivery of content on multiple smooth workflow, delivery of content on multiple devices at user end, CRMdevices at user end, CRM
Government: Retention of expertise from retiring Government: Retention of expertise from retiring employees, one integrated citizen interface for e-employees, one integrated citizen interface for e-government services, better response to government services, better response to citizen/business queries citizen/business queries
KM: Sectoral AdvantagesKM: Sectoral Advantages
High-tech manufacturing: High-tech manufacturing: Reduced time to Reduced time to market, time to repair; learning from customer market, time to repair; learning from customer inputs and suggestions; project/product inputs and suggestions; project/product managementmanagement
Banking/finance: Banking/finance: New product development, New product development, customer/activity profiling, reducing costs, customer/activity profiling, reducing costs, harnessing new technologiesharnessing new technologies
KM Maturity & EvolutionKM Maturity & Evolution
2 years of KM2 years of KM– Scaling (horizontal/vertical), fine-tuning rewards/awards, Scaling (horizontal/vertical), fine-tuning rewards/awards,
refining metricsrefining metrics 5 years of KM5 years of KM
– Phasing out rewards; external metrics for assessing KM Phasing out rewards; external metrics for assessing KM effectiveness; awardseffectiveness; awards
10 years of KM10 years of KM– Global benchmarkes, global awards, thought leadership: Global benchmarkes, global awards, thought leadership:
books, case studies (eg. Infosys)books, case studies (eg. Infosys)
Emerging Trends Emerging Trends
StorytellingStorytelling External KMExternal KM GamificationGamification Sense-makingSense-making KM + innovationKM + innovation Research mindsetResearch mindset Internal crowdsourcingInternal crowdsourcing
Wealth, if you use it, comes to an end; learning, if Wealth, if you use it, comes to an end; learning, if you use it, increases.you use it, increases.
- Swahili proverb- Swahili proverb
I hear, I forget. I see, I remember. I do, I I hear, I forget. I see, I remember. I do, I understand.understand.
- Chinese proverb- Chinese proverb
A known mistake is better than an unknown truth.A known mistake is better than an unknown truth.- Arab proverb- Arab proverb
An old patient is better than a new doctor.An old patient is better than a new doctor.- Kannada proverb- Kannada proverb
Questions?Questions?
Twitter: @MadanRaoTwitter: @MadanRao