贝恩Bain咨询公司的知识管理.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.ExamplesofoureverydaypainProposalsstillkeptbyeachpartnerrequiringemailandfaxResearchtoolswerentsufficienttodothejobOur“best”workwasstillinfilecabinetsWestilldependedonwordofmouthtofindexpertsWeredidthesameworkmultipletimeseachyear,9,NYInfotodaypreez1,Bainsapproachforgettingitright,DefineKMforthecompanyDefineyourcontentstrategy,andwhatneedstobecreatedtosupportyourstrategyDeterminehowtocapture(e.g.,format,timing)Organizeandclassifyknowledgebasedonthebusiness“viewoftheworld”DeterminebestmodesforTransferringandsharingknowledgeEnsureformatsandaccess(e.g.,IT)makeuseaseasyaspossible,KeyelementsofKM:,10,NYInfotodaypreez1,TheobjectivesofKMforBain,11,NYInfotodaypreez1,Bainsknowledgeiscenteredaroundourcaseteams,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,PartnerswhooverseeBainsglobalCapabilityandIndustrypractices,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,Sowhatstheimpact?,WecantandwontmeasureROIMostofthecostsare“soft”andcantbemeasuredOurproductisintangibleKMisonlyoneofmanyinputsTodaywecapturemanykeysuccessindicatorsUsageSatisfaction(annualsurveys)OnlinequalityratingsInformal“feel”But,thisisnotsufficient,27,NYInfotodaypreez1,OurframeworkforKMimpact,ImproveStaffProductivity,BuildRelationships/Increaserevenues,Decreasecosts,Driveclientresults,28,NYInfotodaypreez1,Whatweknowsofar,ImproveStaffProductivity,BuildRelationships/Increaserevenues,Decreasecosts,Driveclientresults,29,NYInfotodaypreez1,Ournextsteps,ImproveS