埃森哲：知识管理模型.PPT.ppt

KnowledgeManagementStrategiestoImproveBusinessPerformance ChrisPaladinoMarch11 2002 703 947 2394chris d paladino KnowledgeTechnologies2002 Topics KMApproachesImplementationFrameworkSuccessFactorsQuestions KMApproaches KMDefinitionKMConsiderationsKnowledgeSpiralAccentureKMModel KMDefinition Acollaborativeandsystematicprocessforacquiring creating synthesizing andsharinginformation insights andexperiencestoachieveorganizationalgoals KMConsiderations Howdoyoucreateacultureforsharing Whichpeopleneedtobeempoweredtocontributetherightknowledge Areprioritiesalignedwithmeasurements Aretherightprocessesinplaceto capture refine andcreateknowledge disseminate share andapplyknowledgetodeliverbusinessvalue Whattoolsarecurrentlyinplace Whattoolsareneededtoenabletheenvironment Howdoyoufillthegap WhichfactorsarecriticalformybusinessthatcanbeaddressedbyKnowledgeManagement Whichknowledgeaddsthemostvalue Whatarethehighestpriorityinitiatives Althoughmanycompaniesrecognizetheimportanceofamoreeffectiveuseoftheirknowledge moststrugglewithwheretostart Strategy Technology People Process Accenture 2002 KnowledgeSpiral Collaboration Externalization Combination Internalization 2 1 3 4 Nonaka I AndH Takeuchi TheKnowledge CreatingCompany NewYork OxfordUniv Press 1995 MessagingPeer 2 PeereTeamSpaces eConferencingDiscussionForums ContentManagementKnowledgebasesWorkflow PortalseLearningSearchingPersonalizationPush Profiles KnowledgeMappingDataMiningSynthesizedKnowledge AccentureKMModel WorkModels TransactionModel ExpertModel IntegrationModel NetworkModel Systematic repeatableworkHighlyreliantonformalprocesses methodologies orstandardsDependentontightintegrationacrossfunctionalboundaries RoutineworkHighlyreliantonformalproceduresandtrainingDependentonindividualworkersandenforcementofstrictrules ImprovisationalworkHighlyreliantondeepexpertiseacrossmultiplefunctionsDependentonabilitytobuildhighcommitment flexibleteams Judgment orientedworkHighlyreliantonindividualexpertiseandexperienceDependentonstarperformers characterizedbystarcultures Routine Interpretation Judgment ComplexityofWork LevelofInterdependence Collaboration IndividualActors Knowledgeworkers Aonesizefitsallapproachtodevelopingaknowledgemanagementsystemwillnotwork Accenture 2002 Topics KMApproachImplementationFrameworkSuccessFactorsQuestions ImplementationFramework Processes Tools Services KnowledgeEnvironmentArchitecture Infrastructure GlobalWAN OfficePlatform DocumentManagement Messaging Internet DatabasePlatform Content Roles SearchProfileLinkManagement KnowledgeMiningVisualControlsPortal AbstractorsRouting WorkflowCollaboration ContributeAccessControlCreation FeedbackCommunityManagement Archive DeleteActivityMonitoringAging CommunityMemberExpert ContentManagerKnowledgeTechnologist KnowledgeSponsorKnowledgeIntegrator SynthesizeValidateValuation LAN TranslatorsSecurityAlerts InformationInterfaces Communication Collaboration KnowledgeMapsDirectoriesAttachments Internal ExternalInfoKnowledgeBases ChangeEnablementProgramManagementDevelopmentOperation Administration SynthesizedKnowledgeDiscussionsCommunity HomePages BestPractices CustomerManagement Research Development Individual OrganizationalLearning Applications Topics KMApproachImplementationFrameworkSuccessFactorsQuestions SuccessFactors Executivesponsorshipwillbeessentialtoestablishingthisknowledgesharingenvironment Theculturalchangesnecessarytoshifttoasharingenvironmentmustbeactivelysupportedandfosteredthroughouttheorganizationbyexecutiveteam Navigation Enablement BusinessOwner ship ExecutiveLeadership User sunderstandingandcommitmenttousetheknowledgeenvironment Acriticalmassofuserswhoarewillingtoshare contribute andusewhatisavailablemustbeestablishedforthepotentialoftheenvironmenttoberealized Technicalinfrastructuremustsupportsharingfrombothacostandarchitecturalstandpoint Ongoingtrainingandsupportwillbenecessarytobothestablishthecriticalmassofusersandtoensurethecontinuedunderstandingandeffectiveuseoftheenvironmentasitevolves Motivationandrewardsystemswillneedtobecreatedtoinspirepeopletocontributetoandusetheknowledgeenvironment Integrationofsharingintonormalactivitiessoitdoesn tappearasaburden butratherasanenabler DetailedPlanningthatincorporatesactivities schedules milestones riskmanagement andtheappropriatemonitor