《案例分析：埃森哲的知识管理》.ppt

KnowledgeManagementAccenture,Team3KatiaArrusJonathanHayesCristianOrellanaJayBashuckySureshJayaraman,Agenda,CaseIntroductionTheoreticalBackgroundofKMCompanysBackgroundKnowledgeManagementAccentureStrategyandSWOTAnalysisKnowledgeManagementTechnologyMainissuesAnalysisandRecommendationsActualImplementation,CaseIntroduction,AccenturehadalonghistoryoffocusingonKnowledgeManagement(KM)AccenturefacedbudgetcuttingandheadcountreductionsMoredemandforKMPreparingthelaunchoftheKnowledgeExchangeT.Barfield(KMlead)neededtoproviderecommendationsforfuturedirection,WhatisKnowledgeManagement?,KMcomprisesarangeofpracticesusedbyorganizationstoidentify,createanddistributeknowledge.Knowledgeconsistsof:personalknowledgeandexperiencepublishedmaterialspecificmaterial,KnowledgeManagement,“Aformofexpertisemanagementwhichdrawsouttacitknowledgemakingitaccessibleforspecificpurposestoimprovetheperformanceoforganizations”(Broadbent,1997)Itmustinvolvecapturingtheinternalknowledgegeneratedbyafirmitsbestthinkingonproducts,customers,competitors,andprocessesandsharingit.”(DiMattiaet.al,1997),WhyisKMimportant?,RetentionofknowledgeHelpsorganizationsrepeatsuccessandpreventmistakesInanenvironmentinwhichtheinformationiswidelyavailable,thesuccessfulplayersaretheonesthatproperlyleveragethatasset,KM-ITtools,E-Mail,InternetIntranetDocumentManagementWorkflow/GroupwareImagingInformationretrievalsystemsElectronicpublishingsystemsDataWarehousingandDataMining,CompanyBackground,OriginatedasafeasibilitystudyforGeneralElectricin1953ArthurAndersenimplementedautomatingpayrollprocessingatGEFormedasAndersonConsultingin1989Accenturewentpublicin2001,CompanyBackground,Won2006MAKEAwardOtherwinnersincluded:Apple,Google,Microsoft,PWCEmployees100,000(2005),178,000(2008)Consolidatedin47countrieswithheadquarterslocationIn2004ROIwasrankedfirstontheS30%ofallKMmanagersleftorwerelaidoffPressuretooffshoretoreducecosts(IndiaandPhilippines)Focusonshorttermasopposedtolongterm,KnowledgeManagementAccenture,StrongfocusonKnowledgeManagementFormalKMstrategyadoptedin1990Bymid90s,thousandsofknowledgerepositorieshadbeenbuiltusingLotusNotesKMsystembecominginefficient,StrategySession,Astrategysessionwasheldin2004GoalwastodeterminethefutureofKMatAccentureKnowledgeManagementStrategy:“Drivevaluefromknowledgetoenhancerevenue,reducecost,andfosterinnovation”KnowledgeManagementVision:“Tocreateaworldclassknowledge-sharingcultureandenvironmentthatcontributestoAccenturessuccess”,KnowledgeManagementFramework,SWOTStrengths,SuccessfulcompanywithaglobalpresenceExistingenablers:KnowledgeExchange,myLearning,AccenturemethodologyInherentbeliefinrelevancyofKMCorporatesupportforKMfromCEOtoupperandmidlevelmanagementHistoricalsuccessofKMatAccenture,SWOT-Weaknesses,UnorganizedtoolsandtechnologiesintheKMinfrastructureDifficulttoshareandaccessinformationLackofownershipinKMareaFailingtocaptureknowledgeasemployeesleavethecompany,SWOT-Opportunities,IncreasedemployeeretentionandjobsatisfactionDecreasedknowledgedrainGreattoolfornewemployeesFurtherindustryleadershippositiononKMTurnknowledgeintoIntellectualCapitalBusinessOpportunities,SWOT-Threats,TougheconomicenvironmentNeedtodemonstrateROIIneffectivelyappliedcapitalShortprojectlifecycles,KMCurrentTechnology,ImplementedLotusNotesacrosstheorganizationEveryBusinessunithastheirowndatabaseEachunitwasresponsibleformanagingandupdatingtheircontentLate90sWeb-basedaccesswasenabled,IssueswithLotusNotesCurrentKM,LackofusabilityLessUserfriendlyLackofawarenessofsystemcapabilitiesandcontentInefficientsearchprocessLeadtoduplicationofdocumentsLackofconsistencyindocumenttemplatesLackofcleargovernancestructure:responsibilityforthedocumentswasnotclearlydefined,Procedureswerenotinplaceformanagingthesystem(content/documents.Norecordsretention:archivalprocessinconsistentandverymanual)Everybusinessunitcreatedtheirownportals,andbytheendof2003,severaldisparatesystems/databaseswerecreatedCostofmaintenancewasincreasing,IssueswithLotusNotesCurrentKM,NewKMTechnology,Newsystemwillprovideconsistencyacrossorganizationandwillsavetimeandmoneyformanagingthesystem.NewArchitecturewilleliminatethedecentralizedLotusnotesenvironment.ThenewarchitectureisbasedonMSSharepointtechnology.,NewArchitecture,NewKMTechnology,WillAddressspecificbusinessgoalsSimpleEnd-UserexperienceImproveSearchandBrowseFeaturesConceptofMetadataCentralizedevelopmentandoperationsoftheAccentureKnowledgeandSimplifycontentmanagementSinglepointofentry-AWebPortal,ExpectedoutcomesofthenewKEsystem,MajorenhancementsEnhancedsearchresultsEliminationofcontentduplication(causedbydecentralizedapplications)ImprovedvisibilitytoinnovationsacrossallgroupsIncreasedusability(becauseofaconsistentuserexperience)Consistentarchivalprocess(thatisnolongermanualintensive),Challengesinimplementingthissystem,AstrategyneedtobedevelopedtoaddresschangemanagementNeedtoaddressculturalbarriersConvertingtacitknowledgeintoexplicitknowledgeDesignasystemtomatchwhatuserswant.Makethempartoftheimplementationteam,AlternativesandConsiderations,ContinuewithimprovedLotusNotesAdoptthenewKnowledgeExchangeDoNothing,AlternativesandConsiderations,ContinuewithimprovedLotusNotesDecentralizedportalsfordifferentgroupswithintheorganizationWorkswell,butcouldhaveroomforimprovementCanbeconfusingandmaypotentiallyleadtomiscommunicationandduplicationofwork,AlternativesandConsiderations,AdoptthenewKnowledgeExchangeNeededtocentralizeinformationImportanttohavecleargovernancestructurefornewKMEnd-userstrategyiskeyBetterorganizationofknowledgeleadstohigherjobsatisfactionandlesstimespenttraining,AlternativesandConsiderations,DoNothingLoseknowledgeSystemmaybecomeunmanageableNoinvestmentrequired,AlternativesandConsiderations,ContinuewithimprovedLotusNotesAdoptthenewKnowledgeExchangeDoNothingOther?,Whatwouldyoudo?,TeamThreeRecommendation,GotonewKMstructure,ImplementationBigPicture,EnsureuppermanagementisonboardwithKMgoalsCreateateamwithstakeholdersfromkeyareasImplementtospecificpocketsoforganizationfirstonatrialbasis,thenapplytoorganization,Implementation-Specifi