埃森哲Accenture-知识管理模型.ppt

KnowledgeManagementStrategiestoImproveBusinessPerformance,ChrisPaladinoMarch11,2002(703)947-2394chris.d.paladinoKnowledgeTechnologies2002,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,Usersunderstandingandcommitmenttousetheknowledgeenvironment.Acriticalmassofuserswhoarewillingtoshare,contribute,andusewhatisavailablemustbeestablishedforthepotentialoftheenvironmenttoberealized.,Technicalinfrastructuremustsupportsharingfrombothacostandarchitecturalstandpoint.,Ongoingtrainingandsupportwillbenecessarytobothestablishthecriticalmassofusersandtoensurethecontinuedunderstandingandeffectiveuseoftheenvironmentasitevolves.,Motivationandrewardsystemswillneedtobecreatedtoinspirepeopletocontributetoandusetheknowledgeenvironment.,Integrationofsharingintonormalactivitiessoitdoesntappearasaburden,butratherasanenabler.,DetailedPlanningthatincorporatesactivities,schedules,milestones,riskmanagement,andtheappropriatemonitori