KnowledgeManagementatBain.ppt

KnowledgeManagementatBain 2 NYInfotodaypreez1 MostexecutivesarenothappywithKM HowSatisfiedAreYouwithEachManagementTool HowGoodisEachManagementToolatGettingFinancialResults Source BainManagementTools TechniquesSurvey 2001 3 NYInfotodaypreez1 WhyKMOftenFails Notenoughthoughtbeforetechnology NotproperlydefiningKMfortheorganization ViewingKMasaseparatefunction versusjustapartofbusinessstrategy Misguidedfocusonpeopleandprocess 4 NYInfotodaypreez1 BainhascreatedaleadingKMcapability AgoodstrategyforcontentcreationandcaptureFocused highvalueinvestmentsinintellectualcapitalDeepminingofongoinglearningsfromprojectsTheGXC agreatKMsystemClassification taxonomiesIntegrationofinternalandexternalcontentIntegrationoflearningandknowledgePowerfulsearchAlean value addedKMteamthatmakestheprocessworkfitsintoexistingcompanystructuresAcultureofsharing nothoardingTacitCodified 5 NYInfotodaypreez1 WhyKMmatterstoconsultingfirms 6 NYInfotodaypreez1 Knowledgeexampleinconsulting 7 NYInfotodaypreez1 OverviewofBainandCompany SanFrancisco MexicoCity Boston Toronto Chicago Moscow Rome Munich Milan Brussels London Tokyo Seoul HongKong Singapore Sydney Dallas Paris Zurich Beijing Atlanta LosAngeles Madrid Stockholm Johannesburg SaoPaulo NewYork 26offices workingin9languagesOver2 500consultingstaff generalist modelStrictconflictandsharingstandards 8 NYInfotodaypreez1 ManyKMfailuresoverourfirst26years 1973 83 WordofMouth 1983 93 ExperienceCenter 1993 99 BRAVA ManyattemptsatKMoverourfirst25yearsButnoneworked Examplesofoureverydaypain Proposalsstillkeptbyeachpartner requiringemailandfaxResearchtoolsweren tsufficienttodothejobOur best workwasstillinfilecabinetsWestilldependedonwordofmouthtofindexpertsWeredidthesameworkmultipletimeseachyear 9 NYInfotodaypreez1 Bain sapproachforgettingitright DefineKMforthecompanyDefineyourcontentstrategy andwhatneedstobecreatedtosupportyourstrategyDeterminehowtocapture e g format timing Organizeandclassifyknowledgebasedonthebusiness viewoftheworld DeterminebestmodesforTransferringandsharingknowledgeEnsureformatsandaccess e g IT makeuseaseasyaspossible KeyelementsofKM 10 NYInfotodaypreez1 TheobjectivesofKMforBain 11 NYInfotodaypreez1 Bain sknowledgeiscenteredaroundourcaseteams 12 NYInfotodaypreez1 Ourcontentstrategy 13 NYInfotodaypreez1 TheBVUandGXC 14 NYInfotodaypreez1 GXC2 0homepage 15 NYInfotodaypreez1 Additionalscreenshotsremovedduetosensitivity 16 NYInfotodaypreez1 10industrypagesontheGXC 17 NYInfotodaypreez1 Presentationsareinaneasy to use web basedformat 18 NYInfotodaypreez1 BainVirtualUniversity 19 NYInfotodaypreez1 BVUvideomodules 20 NYInfotodaypreez1 NewExternalSourcesPagespeedsupyourresearch 21 NYInfotodaypreez1 TheGXChaschangedthewayBainworks ThankstotheGXC IwasabletopulltogetherapreezontheimpactofaproposedmergerintheinternetspacehereinAustraliainjust24hours Thedeadlinewouldnormallyhavebeenimpossibletomeetwithanyquality butwegotitdone Ilovethistool Manager Sydney WepulledacaseexampleonAssetManagementintheFinancialServicesPagetocreateapresentationfortheclientinonly1day Itwasfantastic VP Munich GXCisfantastic Iamsavinghoursalready AC Dallas YourKMsystemisoneofthemostintuitiveandsophisticatedthatIhaveeverseen Youcoulddoalottohelpusoutinthisarea BainClient 22 NYInfotodaypreez1 Bainknowledgecreationandcapture Proposals Casesummaries In depthcodifiedmodulesTopexternalsources Sellingprocess CaseStart up Case end MinimumGoal Captureon50 ofcases 100 complianceAccuratecasetagging Onegoodmoduleon50 ofcasesNewdatasourcesfromeverycase Output FocusedinvestmentsCreatenewBainpointsofview IPDevelopment DrivenbyIndustry CapabilityPractices 23 NYInfotodaypreez1 Manyrolesmakethisprocesswork Dedicatedfacilitatorsforknowledgecaptureandsharing Office basedGXCevangelistRunsofficeincentiveprograms BestexternaldatasourcesResearchdatabases PartnerswhooverseeBain sglobalCapabilityandIndustrypractices ContributebestworktoshareacrossBain CaseTeam PracticeAreas KnowledgeOfficer InfoServices KnowledgeBroker 24 KnowledgeBrokersatBain KnowledgeSpecialist RegionalKnowledgeBroker AssignedbyIndustryorCapabilityPracticeAreaManagestheGXCcontentandwebsiteintheirareasCoordinatesIPdevelopmentandcapturewithPracticeAreaVPsSupportsPracticeAreaoncommunications projectsandincentives AssignedbyofficeGeneralistKMsupporttoteamsintheirofficesAssistfindingcontent peopleEnsuresaccuratecasetaggingHelpswritecasesummariesProbescaseteamstofindpotentialteaminsightstocodifyCaseendmanagerinterviewInterfaceswithrelevantKnowledgeSpecialistsRunsofficeincentiveprogramswithKnowledgeOfficer Officegeneralists Globaltopicspecialists 25 NYInfotodaypreez1 Metricsandincentives Office PracticeArea Individual OfficeKMScorecardMeasuresallofficeKMcontributionsNormalizesforsizeSentquarterlytoofficeheadsandMDKMfactoredinOfficeHeadperformanceAnnualOfficeKnowledgeAward1large 1smallofficeForallKMefforts PracticeScorecardMeasuresKMprogressinPASentquarterlytoPAheadsandMDKMisacorefactorofperformanceandcompforPAheads AnnualVPratingsAssessKMcontributionsbyeachVPFactoredintoannualcompOffice based sticksandcarrots 26 NYInfotodaypreez1 Sowhat stheimpact Wecan tandwon tmeasureROIMostofthecostsare soft andcan tbemeasuredOurproductisintangibleKMisonlyoneofmanyinputsTodaywecapturemanykeysuccessindicatorsUsageSatisfaction annualsurveys OnlinequalityratingsInformal feel But thisisnotsufficient 27 NYInfotodaypreez1 OurframeworkforKMimpact ImproveStaffProductivity BuildRelationships Increaserevenues Decreasecosts Driveclientresults 28 NYInfotodaypreez1 Whatweknowsofar ImproveStaffProductivity BuildRelationships Increaserevenues Decreasecosts Driveclientresults 29 NYInfotodaypreez1 Ournextsteps ImproveSt