知识管理与咨询行业PPT课件

KnowledgeManagement andtheConsultingIndustry AC914 week22SteffenB hm TheConsultant Onceuponatimetherewasashepherdtendinghissheepattheedgeofacountryroad AbrandnewMustangscreechestoahaltnexttohim Thedriver ayoungmandressedinanArmanisuit Cerruttishoes Oakleyglasses TAGwristwatchandaBhstiegetsoutandaskstheshepherd IfIguesshowmanysheepyouhave willyougivemeoneofthem Theshepherdlooksattheyoungman thenlooksatthesprawlingfieldofsheepandsays Okay Theyoungmanparksthecar connectshisnotebookandwirelessmodem entersaNASAsite scansthegroundusinghisGPS opensadatabaseand60Exceltablesfilledwithalgorithms thenprintsa150pagereportonhishightechminiprinter Hethenturnstotheshepherdandsays Youhaveexactly1 586sheephere Theshepherdanswers That scorrect youcanhaveyoursheep Theyoungmantakesoneoftheanimalsandputsitinthebackofhisvehicle Theshepherdlooksathimandasks Now ifIguessyourprofession willyoupaymebackinkind Theyoungmananswers Sure Theshepherdsays Youareaconsultant Exactly Howdidyouknow askstheyoungman Verysimple answerstheshepherd First youcameherewithoutbeingcalled Second youchargedmeafeetotellmesomethingIalreadyknew Third youdonotunderstandanythingaboutmybusiness andI dreallyliketohavemydogback Whatis consulting TheCollinsEnglishDictionaryrevealsthattoconsultistomakeoneselfavailabletogiveprofessionaladvice especiallyatscheduledtimesandforafee Theterm consult originatesinthemedicalprofession Thereaconsultantisaphysicianwhoisaskedtoconfirmadiagnosis oritisaphysician orsurgeon whoholdsthehighestappointmentinaparticularbranchofmedicineorsurgeryinahospital Theconsultantisthereforesomeone mostlyaspecialist whoisaskedtogiveexpertadviceorinformation Themanagementconsultant Themanagementconsultantisaspecialbreedofconsultant Personificationoftheknowledgeeconomy Anti thesistoFord sassembly lineworker Symbolisesthe future ofwork notdirty notheavy duty notmanual notmonotonous notde skilled notde humanized notbadlypaid butflexible creative international demanding cross cultural well paid technologicallyadvanced fun Theidoloftoday sworkingworld itisoneofthemain drivers ofthebusinessofbusinesseducationAccenture PricewaterhouseCoopers PwC CapGeminiErnst Young McKinsey Co Bain Co TheBostonConsultingGroupandMercer tonamebutafew arethearchetypalcompaniesoftoday sglobal informational capital whichattractthe highestcalibre graduates InterCon GermansubsidiaryofaglobalmanagementandtechnologyconsultingcompanyTheIKMprojectVirtualprojectteamIT StrategyCAs OperationalProcessesCAs InformationManagementCAs PeopleCAs GMTs Industries Telecom Media ConsumerGoods Chemicals LifeSciences FinancialServices Energy Transport Tourism Automotive Engineering Utilities etc USA France UK Germany Disciplines PoAs SupplierNetworks ElectronicBusiness EuroTransformation Knowledge Management ERP StandardSoftware CustomerRelationshipManagement ServiceOfferings OrganisationalStructureofInterCon ProjectKnowledgeCaptureAtProjectStartBeforeProjectEnd updatesKBase updatesKBase finalizeknowledgecapturereport copytoPKC PM GMT Disc CoE CA PoAKC atprojectend handsoverprojectarchivetolocalInfoCentre reviewKCapturereportandtogetherwithstreamleads identify BestinClass GMTdocuments KeyRoles GMTKCGMTKnowledgeChampion PMProjectManager PKCProjectKnowledgeChampion GMTKSGMTKnowledgeSpecialist CoE CA PoA DisciplineKnowledgeSpecialist CoE CA PoA DisciplineKnowledgeChampion ALL StrategicDirection KBaseMaintenance CoE CA Disc GMTExpertTeamandKS Defineandcommunicatethestrategicknowledgemanagementobjectivesandsetexpectationsatalllevelse g atyearlyKMconferenceinSeptember CapabilitiesCouncilsandotherleadershipmeetings QuarterlymeetingwithGMT Disc tofilternonrelevantdocumentsout identifygapsanddiscussexpectationstofillthegaps UpdateCD ROMcopiesofToolBoxesandKBases Projectsaccessknowledgevia theCOMPASS intranetwhichprovidesworld wideaccesstotheKBases CoE CA Discipline GMTExpertTeamsandKCs whosemainroleistohelpdevelop captureanddisseminateknowledge andKnowledgeSpecialists whoactasaglobalpointofcontactandanswerspecific complexrequestsforinformationonacasebycasebasis throughoutprojectduration MakeKnowledgeManagementpartofthefeedbackandrewardloop 360oexpectationandfeedbackexchangeforknowledgecaptureRewardmostinnovativeand bestinclass contributions Internalknowledgemanagementinvolvesanumberofactorsatallstagesoftheprojectlifecycle reviewdocumentsandallocatetotherelevant GMT CoE CA Disc KBases updatesP PDatabase ContactsPMtoidentifyPKCandKS identifiesPKCandaccountableKS sends KCPack andGMTKBaseCD ROM completesP PformandforwardstoKS fillsinKCapturereportandsendstoKS defineandcommunicateknowledgecaptureapproachandsetconcretecaptureexpectationswithteam abstractandsanitizebestdocumentsandsendtoKS Capturingknowledgefromprojectsinvolvesthefollowingprinciples ProjectKnowledgeCapture updatesKBase updatesKBase finalizeknowledgecapturereport copytoPKC PM GMT Disc CoE CA PoAKC atprojectend handsoverprojectarchivetolocalInfoCentre reviewKCapturereportandtogetherwithstreamleads identify BestinClass GMTdocuments KeyRoles GMTKCGMTKnowledgeChampion PMProjectManager PKCProjectKnowledgeChampion GMTKSGMTKnowledgeSpecialist CoE CA PoA DisciplineKnowledgeSpecialist CoE CA PoA DisciplineKnowledgeChampion reviewdocumentsandallocatetotherelevant GMT CoE CA Disc KBases updatesP PDatabase ContactsPMtoidentifyPKCandKS identifiesPKCandaccountableKS sends KCPack andGMTKBaseCD ROM completesP PformandforwardstoKS fillsinKCapturereportandsendstoKS defineandcommunicateknowledgecaptureapproachandsetconcretecaptureexpectationswithteam abstractandsanitizebestdocumentsandsendtoKS TheGMTKScontactsthePM offersKnowledgeManagementcoachingTheProjectManager PM identifiestheProjectKnowledgeChampion PKC andtheKnowledgeSpecialist KS thatwillbeaccountableforcapturingtheprojectsknowledgeTheaccountableKSwillusuallybetheGMTKS However ifaprojectislargelyDiscipline CA CoEdriven forexample IMDiscipline thentheappropriateDiscipline CA CoEKSshouldbecometheaccountableKnowledgeSpecialist TheaboveprocessassumestheGMTKSisselected PleaseseenextslideforDisciplineandA Dexamples IfthePMcannotidentifyaKS theGMTKSisselectedautomaticallyGMTKSsends KnowledgeCapture PackandGMTKBaseCD ROMExchangeanddocumentationofKnowledgeCaptureexpectationsGMTKSandotherappropriateKS PM PKCandotherprojectmembersexchangeconcreteknowledgecaptureexpectationswhicharedocumentedintheKCapturereport Pleaseseeappendixforatemplate Ajointconferencecallforsmallprojectsandanon siteexpectationsettingsessionforlargeprojectsissuggestedPKCsendsKCapturereporttoGMTKSwhoforwardsittootherKS Discipline CA CoE TheGMTKSensuresthatthePeople ProjectSummaryissubmittedbythePKC TheGMTKSensuresthatthecasehistory casestudyandprojectarchiveiscapturedfromtheprojectSelectionof BestinClass documentsTheKnowledgeCapturereportshouldbereviewedAllprojectmembers undertheleadershipofPKC reviewallrelevantdocumentsandselectmostinnovativeandother BestinClass GMTaswellasDisc CA CoEdocumentsGMT Discipline CAandCoEKnowledgeSpecialists KnowledgeChampionsandotherexpertscanbeconsultedtoidentify BestinClass documentsAone dayKnowledgeCapturesessionwithallrelevantKSissuggestedforlargeprojects ajointconferencecallshouldbeorganisedforKCapturefromsmallprojectsTheKCapturereportisupdatedbythePKCandsenttoGMTKSAllidentified BestinClass documentsareabstracted inEnglish bytheprojectmembersandsubmittedtotheGMTKSwhoisforwardingrelevantdocumentstootherKnowledgeSpecialists accordingtoKCapturereport AllKSreviewthesubmitteddocumentsandupdatetheirKnowledgeDomainsaccordinglyTheKnowledgeCapturereportisfinalizedbyallinvolvedKS underleadershipofGMTKS andforwardedtothePKCaswellascopiedtothePMandallrelevantKnowledgeChampions Principles AtProjectStart BeforeProjectEnd FilteringrelevantdocumentsensureshigherqualitycontentintheKnowledgeBase Relevantprojectdocumentsarecollectedthroughouttheproject Allprojectmembers underconsultationwithappropriateKSand orKC determinewhetherdocumentshouldbesubmittedoridentifyanynextsteps No No Includedocumentin BestinClass documentpackandsubmittoGMTKS Yes No Yes Yes Allprojectmembers undertheleadershipofPKC reviewallrelevantdocuments No Yes HowdowevaluetheimportanceofthedocfortheCA CoE GMT PoAorDisc Isdocumentanadditionorbuildtoanexistingdocumentortechnology Isdocumentanewapplicationofanexistingtoolortechnology Innovative Key Basic ProjectMembersmustselectthe BestinClass projectdocumentsandabstractthem Onedayon siteknowledgecapturesessiontogetherwithKnowledgeSpecialistsissuggestedforlargeprojects ThisisthedetailedworkplanforKnowledgeCapturing 0 Setup0 1Technicalinfrastructure Getorganizedquickly Chosetheeasiestwaytotransferfilestoyourmachine Usedisksifnecessary 1 DataMining1 1DataTransfer copyallfilesintodirectoryA copythemone by onetodirectoryBandrenameaccordingtostandards1 2KeepTrackoffiles useExcel sheettoidentifyandcategorizeeveryfile BeveryexactwiththisXLS sheet 2 Structuring2 1Projectplan havetheprojectleadorworkstreamleadsmakeadraftoruseapresentationonthisissue definetopics getthemtoidentifyimportantfilesandassignthemtotopics markfileswithouttopicforlateruse2 2HMTL structure usetemplatesasmuchasyoucan keeptostandards involveleadswithdesign3 Prototyping3 1Graphics convertppt filestojpg s mapthem definetopicHTML filenames createthetopic HTMLfiles3 2HTML templates addclientlogos changecolors butstickwiththestandards 4 Encoding4 1HTML files checkXLS sheetforgaps haveleadsfilltheminorsetmarks usemail mergefeaturefromWord viewfileandsaveeachfilewithcorrectfilename tedious butcritical 5 Refining5 1AbstractsandKeywords haveauthorswriteupsomekeywordswherenecessary addpurposeinformationwhenapropriate5 2Test test testthestructure linksandassets6 Production Presentation KnowledgeDomainsofGMTs Disciplines CAsandCoEswillhavethefollowingbasicstructure 01ReadmefirstProcessofKnowledgecaptureContactsandExpertsCurrentLiveprojectportfolio01PointofViews InterCon spointofviewonagivenindustryormethodology i e someperspectiveisbroughttothedocumentratherthanarecitationoffacts stepsOften butnotalways ashortdocument 15 20pages includes whatwefinds 02DetailedIndustryOverviews DetailedoverviewofaspecificindustrySamecontentasPointofView butmoredetailandmoreemphasisonanalysisIn depthdescriptionofindustries majorplayers industrystructure criticalsuccessfactors 03MarketingSupportMaterials Qualitymaterialtosharewithclientsduringbusinessdevelopmentandotherclientcommunicationactivities including Capabilitybrochures statementsConferencepresentationsHorseblankets whitepapersProposals proposallettersRedissues sellingissuesforagivenclient industry RFP RequestforProposal asInterConusesthetermtypicallyadetailedresponsetoaclient sRequestforProposalonagivenproject Whatwefinds commonissuesinagivenindustryorfunctionwithinanindustry 04TrainingModules Training focuseddocumentstoguideInterConandclientteammembersinapplyingmethodologyorinunderstandinganindustryincluding Competencyoverview trainingobjectivesDetailedmethodologyapproach detailsimplementationstepsCriticalsuccessfactorsIssues challenges lessonslearnedTools diagnosticsrequired 05KeyTools Diagnostics Industryspecific Foreachdiagnostic toolrelevanttomethodologyHowtoapply usetool expectedresults detailedstepsSamplepanelsetforpresentingtoclient steeringcommitteeActualdiagnostictoolofsurvey spreadsheets interviews etc andsourcesforvendortoolsAnyscoringspreadsheetsorresourceswhocanassist06IndustryExamples Approaches Documentsdevelopingduringthecourseofaproject outlininghowInterConplanstoconductworkandwhatdeliverableswillresultorthefinaldeliverablesthemselves Includes AsIs interviewfindingsA DbusinesscasesChartersIssues challenges lessonslearnedFinalreports deliverablesImplementationplansProjectdesigns approachesRDexecutiveupdatesStrategicrecommendationsValuechainsWorkshopitems07CaseStudiesDocumentsdetailingwhatworkInterConconductedonbehalfofaclientincludingpointssuchasthebackgroundoftheproject whatwefound whatwedidandwhatwearelookingforwardto 08BenchmarkingStudies Approaches Benchmarkingdocumentsmaycontainmetrics specificfigures e g 23widgetsperfortnight processes e g ACMEutilisesconcurrentengineeringtogetgadgetstomarketfasterandwithfewerdefects orboth 09CompetitorProfiles Approaches DocumentationreferencinghowcompetitorsapplymethodologyOther names formethodologyIndustryexperienceLessonslearned10ExternalReadingList AbstractsofimportantbooksandarticlesrelevanttomethodologyIncludeaccuratesourceforeach title author date journaltitleandpagenumbersifappropriate ContentforIndustryHomepages H2getfromanunstructuredheapofprojectfilestoafullyoperationalIntranetstructurein5days Task Timetable Description Deliverables 1 DataMining 2 Structuring 0 Setup 3 Prototyping 4 Encoding 5 Refining 6 Production ConnecttolocalsystemsCollectallfilesfromprojectDefineprojectplan assignfilestotopicsDesignInternetpagesandlogicalstructureCreateHTML files createlinksImproveabstracts reviewkeywordsProducefinalizedVersion Presentation MonTueWedThuFri TechnicalinfrastructureinplaceAllfilesrenamedandcatalogized XLS sheetKeyareasdefined XLS sheetupdatedHTML structureandlinksdefinedHTML filescreatedandlinkedintostructureAllabstractsfinalizedwithkeywordsFinishedIntranetKnowledgeBase Task0 Setup Requirements ExternalInputs Obstacles Actions Deliverables LessonsLearned Neverunderestimatethetimeittakestosetupasysteminaforeignenvironment fullyequippedhardware completesetofsoftware informationoninfrastructure disks laplink cable modem telephoneandmodemline roomtowork accesstosystems User ID password incompatibleHW SW nosystemaccess limitedaccesstosharedresources setupcomputer checkmodemconnection estimatebestdatatransfermethod checkdatatransferandcompatibility getinfoonwhatmaterialtoobtain checkavailabilityofsharedresources solutionofmajorITobstacles independentlyoperationalsystem hard softwarechecks scopeofdatatransferdefined Task1 DataMining Requirements ExternalInputs Obstacles Actions Deliverables LessonsLearned Somefilesexistinolderversion Makesureyouhavethenewestone Checkinalldisksandsourcesavailable connectiontonetworkOR laplinkconnection otherdatamedia accesstosystems User ID password listofrequiredfiles incompatibleHW SW nosystemaccess limitedaccesstosharedresources transferdata renamefilesaccordingtostandards createXLS sheetwithfileinformation allfilescopiedandcategorized XLS sheetupdatedandcomplete Task2 Structuring Requirements ExternalInputs Obstacles Actions Deliverables LessonsLearned Agooddesignoftheprojectplanimprovesthecategorizingofthefiles agreementonprojectscope supportfromprojectleads draftofprojectplan definedtopicareas ideasondesign projectleadnotavailable toomanyfilesundefined designprojectplangraphics defineHTML structure designHTML templatepages abstracts designofprojectplangraphics designofHTML structure designofHTML pages updatedXLS sheet Task3 Prototyping Requirements ExternalInputs Obstacles Actions Deliverables LessonsLearned Creatinggraphicsforinternetpagestakestime Don ttrytogetperfectimages OKforprojectplandesign workstreamleads projectsleads complexitytoohigh integrationcannotbevisualized createprojectplangraphics createHTML mapandlinks createHTML template HTML structureoperational projectplanmapcomplete HTML templatesfinalized Task4 Encoding Requirements ExternalInputs Obstacles Actions Deliverables LessonsLearned Keepatrackeronmissingorfaultylinks Alsowatchoutfordoublereferencesandchangesintargetlinks structureanddesignMUSTbereadyandapproved XLS sheetcomplete HTML templatesapproved OKfordesignandstructure gapsinXLS sheetmightbeforgotten useWordmail mergefeaturetocreateallHTML abstracts teststructureandlinks allHTML pagesandlinkscreated programmingcompleted Task5 Refining Requirements ExternalInputs Obstacles Actions Deliverables LessonsLearned Neverunderestimatethetimeittakestosetupasysteminaforeignenvironment projectteamshouldcheckthequalityandstructure buildsfromproject testruns incompatibleHW SW nosystemaccess limitedaccesstosharedresources identifyweakabstractsandenhancequality haveteammemberstestthesystem wrapupmissingends solutionofmajorITobstacles independentlyoperationalsystem hard softwarechecks scopeofdatatransferdefined Task6 Production Requirements ExternalInputs Obstacles Actions Deliverables LessonsLearned InordertodeliveraCD ROM youhavetokeeptodeadlines Don toverengineertheabstracts allactivitiesarounddesigningandencodingarefinishedandapproved alllinksarechecked allfilesareaccessible approvalofwork fileshavebeenupdated updateXLS sheettofinalizedversion removetemplateanddesignfiles checkforviruses burncompletesetonCD ROM presentationforprojectteam CD ROMwithcontents KnowledgeandIT Swanetal 1999 havefoundinareviewoftheknowledgemanagementliteraturethatin1998nearly70percentofknowledgemanagementrelatedarticlesappearedininformationsystemsandinformationtechnologyliteratures Knowledgemanagementismuchmorethantechnology but techknowledgy isclearlyapartofknowledgemanagement DavenportandPrusak 1998 123 Themereexistenceofknowledgesomewhereintheorganizationisoflittlebenefit itbecomesavaluablecorporateassetonlyifitisaccessible anditsvalueincreaseswiththelevelofaccessibility ibid 18 Expertsystems artificialintelligence desktopvideoconferencing hypertextsystemssuchasintranetsandknowledgemaps Thepurposeofharnessingknowledgeis ofcourse clear toturnknowledgeintoavaluablecorporateasset whichwillhelptoincreasethecompetitiveadvantageofcompanies KnowledgeandIntellectualCapital Theformationofthediscourseonintellectualcapitalispredicatedupontheassumptionthatthetraditionaldouble entrybookkeepingsystemisnotabletoreflectemergingrealities Itisaninadequatetoolformeasuringthevalueofcorporationswhosevalue itisclaimed liesmainlyintheirintangiblecomponents YakhlefandSalzer M rling 2000 20 Today itisarguedthatcompanyassetsnotonlyincludematerialartefacts propertiesandfinancialassets butalsoemployees andorganisationalknowledges whichexplicitlyresideinpeople sheadsandaretacitlyembodied Someknowledgemanagementwritershavethereforecalledforthedevelopmentofnewsystems thatwouldenableamoreadequatevaluationofcompanies assets andprovidetoolsforexploitingexistingtacitandexplicitknowledgebasesmoreeffectively see