惠普公司商务模板之新世界新时期的知识管理knowledge-

1、Knowledge Management in the Real WorldLecture given at Lawrence Technological University Stan GarfieldOctober 20, 2007What is KnowledgeManagement?KnowledgeManagementistheart of transforminginformationandintellectual assetsinto enduringvalueforanorganizationsclientsandits people.Thepurposeofknowledge

2、managementisto:Fosterthe reuse of intellectualcapitalEnablebetter decision makingCreatethe conditionsfor innovationKMprovidespeople, processes,and technologytohelpknowledgeflowtotherightpeopleattherighttimesothey canactmoreefficientlyandeffectively20Oct20072InventwhenneededWhymanage knowledge?1.Prev

3、entredundanteffortButdontreinventthe wheel!20Oct20073Whymanage knowledge?2.Avoidrepeating pastmistakes20Oct20074Whymanage knowledge?3.Takeadvantageofwhatothersalreadyknow20Oct20075HowtoDoKnowledge ManagementSharewhat youhave learned, created, andprovedInnovatetobemore creative,inventive, andimaginat

4、iveReusewhat othershave alreadylearned,created,and provedCollaboratewith otherstotake advantageofwhat theyknowLearnbydoing,fromothers, andfrom existing information20Oct20076ShareAskquestions andrequest helpotherswillbenefit fromthe answersAnswerquestions andprovide helpbeingthewhiteknight is gratify

5、ingOffertips,insights,and usefullinks payitforward,buildyour reputation20Oct20077Share:HPusershelpeach other outQuestion:Apr 10,2007I havebeengetting aproblemwhen searchingusingGoogle.When Iget theresults andclickononeofthemitredirectsmetoanothersite andnottothe selected site.Answer: Apr11,2007Youha

6、vespyware.Usespywareremoval software.Updatetothe latestsignatures beforestartingscan.Your problemwillbesolved.20Oct20078Innovate:HPSocial Network20Oct20079Reuse:HPProposalWeb andPresentationBuilderThis slide andmany othersarereused fromexistingpresentations.Thinkofhowmuchwork it would taketocreate t

7、hemfromscratch.20Oct200710Collaborate:KMTeamMarcusFunkeProcessProject ManagementAndrewGentTechnologyArchitectureStan GarfieldPeopleCommunicationsBernard HenneckerCommunitiesUser Interface20Oct200711LearnReadWatchAttendListen20Oct200712KnowledgeManagementMissionThemissionoftheHPServicesKnowledge Mana

8、gementprogramistoinstitutionalize knowledgecreation,sharing,and reuse to:Increaseourwin rateDrivedown sales anddeliverycostsIncreaseengagement quality20Oct200713GoalsofKnowledgeManagementIncreaseorders, revenue, andprofits by:Reusing materialsandexpertiseAvoidingredundanteffortAvoidingmakingthe same

9、mistakestwiceTakingadvantage of existing expertiseandexperienceMakingiteasytofind information andresourcesCommunicating importantinformationwidelyand quicklyPromotingstandard, repeatableserviceofferingsProvidingmethods,tools, templates,examples, &datatostreamline sellingand deliveringMakingscarce ex

10、pertisewidelyavailableShowing ourcustomershow we useourknowledge fortheirbenefitAcceleratingdeliverytoour customersStimulatinginnovation andgrowthEnablingHPServicestoleverageitssizeMakingour bestproblem-solving experiences reusable20Oct200714KnowledgeManagementUnified ViewPEOPLEPROCESSTECHNOLOGYPrac

11、ticeKMWWLead:1 perRegionLead:1perRegionKM-KMLead:1per-K-Advisor:1 perWWKMTeam-People-Technology-ProcessMETRICSEMEAAPJAmericasPracticesInventCaptureReuseKnowledgeCapture& ReuseCommunitiesofPracticeBest Practice ReplicationProject TeamCollaborationContent Management&GovernanceKnowledgeCapture& ReuseCo

12、mmunitiesofPracticeBest Practice ReplicationProject TeamCollaborationContent Management&GovernanceContent Management&GovernanceAuthoringExcellenceProgramIPcreationInventionDisclosurePatentsWindows SharePointServices(WSS)SharePoint PortalServer(SPS)UBB.threads(threadeddiscussions)HPVirtual Rooms (web

13、inars)hpportal (intranet)Roller(HP blogs)MediaWiki(HPedia)SpecializedapplicationsCountry KM-KMLead:0-1per-K-Advisor:0-1perWWParticipation:Thenumber of employeeswhoparticipateinForums (subscriptions,postings,web sitevisits),dividedbythetotalnumber of employeesCapture:Thenumber of newproject profiles

14、in theProject ProfileRepository,dividedbythenumber of newprojectsReuse:The averageamount of reuse reported in newproject profiles,averagingBid &Delivery20Oct200715KnowledgeManagementComponentsPeopleculture and valuesknowledge managersuser surveyssocial networkscommunitiestrainingdocumentationcommuni

15、cationsTechnologyuser interfaceintranetteam spacesvirtual meeting roomsportalsrepositoriesthreaded discussionsexpertise locatorsmetadata and tagssearch enginesarchivingProcessmethodologiescreationcapturereuselessons learnedproven practicescollaborationcontent managementclassificationmetrics andrepor

16、tingmanagement of changeworkflowvaluationsocialnetworkanalysisappreciativeinquirystorytellingblogswikispodcastssyndicationsocialsoftwareexternalaccessworkflowapplicationsprocess automatione-learningsubscriptionspointstrackingreportingknowledgeadvisorsgoalsandmeasurementsincentives andrewards20Oct200

17、71620Oct200717PEOPLE: KM ExpectationsTheTechnical CareerPath (TCP) andProgram ManagementCareer Path(PMCP) requireconsultantsand programmanagerstoshareknowledge by becoming knowledgecontributorsand sharingexperienceonanongoing basisRead documentsandtakeself-paced trainingBigPictureDocumentsUser Guide

18、sandWBTKMFAQHowtoRecord TimeSpentonKMActivitiesKCRExpectations20Oct200718Capture:Capture contentand experiencefrombids andprojects(projectprofiles,lessonslearned reports, bid/project documents,solutioncollateral/service kitcontent,knowledgebriefs)Reuse:Reusecontentandexperienceinbids andprojects(sol

19、utioncollateral/service kitcontent,lessons learnedreports,bid/projectdocuments,knowledgebriefs)Participation:Activelyparticipateinatleastonecommunity of practice,with specialfocusonsubscribingand postingtoForumsPEOPLE: Employee KM Goals20Oct200719PEOPLE: KM Stars TellTheirStories20Oct200720PEOPLE: K

20、M Stars IncentivePointsSystem20Oct200721PEOPLE: AuthoringExcellence ProgramRewards HPSpersonnelwho helpraisecustomerawareness of HP Services capabilitiesthrough thepublicationofwhitepapers, articles,andbooks, or whogive presentationstorecognizedindustryforums20Oct200722PEOPLE: InnovationIncentive Pr

21、ogramTheprimaryobjectiveistoincreasethe numberandqualityofInventionDisclosuressubmitted to theLegalDepartment,thereby resultinginmore andhigherqualitypatents anda stronger patentportfoliofor HP20Oct200723PEOPLE: KnowledgeAdvisorsApplicationConsultancyAdviseonusingcollaborativeworkspacesAdviseonusing

22、the KnowledgeNetworkReusableCollateralAssistinlocatingreusablecollateralAssistinsearching forinformationtomeet proposal deadlinesorwhen theuser is notconnectedtothe HP networkConnect to KnowledgeSourcesAssistinlocatingrelevantknowledge sourcesDirectfeedbacktothe right personwithinthe KM teamKnowledg

23、eCapture& Reuse SupportAssistusersinprojectprofile creationEvaluatesubmittedprojectprofiles,and followuptoimprove qualityTraining& Communicationand UserSupportHost webinars andwalkthroughsonthe KnowledgeNetworkCommunicateKnowledgeNetworkinformationasappropriateAssistwithcollaboration andcommunityusa

24、ge20Oct200724PEOPLE: KnowledgeAdvisorsPage20Oct200725PEOPLE: CommunitiesCommunitiesaregroups of peoplewhoshareaconcern,a setofproblems,orapassion about atopic, andwhodeepen their understandingand knowledgeofthis areabyinteractingonanongoingbasis.Professionsarecommunitiesofpracticewiththerichestsetof

25、activities,governance,and structure.SolutionCommunitiesarefor HPSportfoliosolutions thatdonot currentlymaptoany of theProfessions theycan evolvetobecomeProfessions.SpecialtyForumsarefor niche topicsthat dont requireformal communities butneed threaded discussions forcollaboration theycanevolve to bec

26、omecommunities.Specialty Forums Solution CommunitiesProfessionshp Portal Knowledge NetworkProfessionsLearning& Development drivenDevelop memberstofit intoaparticular role, be proficientinthisrole,andbeabletodeliver services fromwithin thatroleMotivation:masterthe professionSolutionCommunitiesFocused

27、 on theparticular topicVarious roles canparticipatePassion is focusedondeveloping,selling,and deliveringaspecificsolutionsetand becoming veryknowledgeableaboutthetopicMotivation:sell anddeliver expertlySpecialtyForumsLoosely connectedgroupsofpeople whowant to learn about aparticulartopicNocommitment

28、 in terms of deliveringsomething togetherMotivation:askand learn20Oct200726PEOPLE: HP Professions Program20Oct200727PEOPLE: HP Professions Example20Oct200728PEOPLE: SocialNetworking20Oct200729PROCESS:HPServicesKnowledgeFlowCustomerEngagementRoadmapValuetoCustomerKnowledgefromHP/Outside HPKnowledge i

29、n Repositories and Collaborative WorkspacesExplicitKnowledge in PeopleTacitHP Services KnowledgeOther HP Knowledge Capture InventReuseKMMeasuresReinforcingBehaviorKCRProcessandPolicy20Oct200730IdentifyOpportunityOpportunityDevelop &Negotiate& CloseImplement& EnsureExpand& ExtendDevelop &ProposeNegot

30、iate& CloseWon& DeployWon& ExpandSellingStageRoadmapStageOpportunityCreationOpportunityEvaluationDevelopment& BidNegotiate& CloseDeliveryUnderstandCustomerValidateOpportunityQualifyOpportunitySOAR EventsOpportunityAssessmentApprovalBidApprovalTs& CsApprovalScopeChangeApprovalKeyDeliverablesOpportuni

31、tyProfile,LeadManager &BidSponsorOpportunityPlan &InitialBidPlanSolution& BidContract& OrderSOW/SLA Delivery,ScopeChange,Risk Management,Upsell &RenewalProgram andAccountReviewsOpportunityQualificationBidAssuranceWin/LossOSAccount,Start-up,DeliveryStatus, DetailedDelivery& CloseoutWin/LossReviewSnap

32、shot,LessonsLearnedClose-OutReportSOW,Project PlanPROCESS:CustomerEngagement RoadmapProject KM ContentProject ProfileSOW,Project PlanWin/LossReviewLessonsLearnedClose-OutReportProposal20Oct200731PROCESS:KnowledgeCapture& Reuse20Oct200732PROCESS:KMMetrics DashboardCaptureThenumber of newprojectsrecor

33、dedinthePPR as apercentageofallnew projects booked.Goal:80%ReuseTheaverageamountofprojectcontent thatwas reusedbynewprojectsenteredinto thePPRfor thismonth. Goal: 45%PPRUsageThenumber of employeeswhoreviewedone or moreprojectprofilesfrom thePPRthismonth,asapercentage of total C&Ipopulation.Goal:20%P

34、ortalUsageThenumber of employeeswhovisitedoneormorepracticeportals lookingfor official contentthismonth,asapercentage of total C&Ipopulation.Goal:40%ParticipationThenumber of employeeswhoparticipated in theforums(eitheronlineorasasubscriber)this month,asa percentageoftotalC&I population. Goal: 50%23

35、%61%76%34%14%20Oct200733TECHNOLOGY:Overall KM ArchitectureTheHPS KM environment is organizedinto 3layers:IntranetsitesCommunityportalsTeam collaborationspacesHPSTSGHPTeamsCommunitiesIntranet20Oct200734TECHNOLOGY:KnowledgeNetwork20Oct200735KnowledgeNetwork A-ZIndex20Oct200736Engagement KnowledgeMap20

36、Oct200737Engagement KnowledgeMap(continued)20Oct200738SimpleGuidetoKM20Oct200739KnowledgeNetworkSearchTips20Oct200740KnowledgeNetwork RemoteAccess20Oct200741Project TeamCollaborationProject teams shouldcollaborateduringthe projectlifecycleWindows SharePointServices(WSS)Providessupport forweb-basedte

37、amcollaborationServer-basedsecure spacesthat areaccessible fromawebbrowserorthedesktop online,withnoclientsoftwareStandardtemplatesprovidedfor projectsNewfunctions canbeaddedandthe homepageiseasilycustomizedCreateTeamSpacesthroughself-servicesTrainingUser GuidesExternalaccessfor partners andcustomer

38、s20Oct200742Creatinga WSSTeam Space20Oct200743Creatinga WSSTeam Space (continued)20Oct200744Creatinga WSSTeam Space (continued)20Oct200745Windows SharePointServicesProject TeamSpaceExample20Oct200746Windows SharePointServicesInternalTeam Space Example20Oct200747SharePoint PortalServerProvidessupport

39、 forCommunityofPracticespaces,andalsoforkey knowledgerepositories.Provideseasy accesstoserver-basedsecure spacesthat areaccessible fromawebbrowserorthedesktop.Newfunctions canbeaddedtothespaceand thehome pageiseasily customized.Content canbeaddedandmanagedbysubject matterexperts;noneed forlibrarians

40、 or gatekeepers (althoughapprovalscan be used).20Oct200748SharePoint PortalServerExample Practice Portal20Oct200749WebPublishingCenterand SharePoint:Industry Practice Portal20Oct200750Project ProfileRepositoryEach projectwebid on,winand delivershould haveaprofile in therepository thatcan be readilys

41、earched, based on industry,customer,ormarket offeringProfilesaresimple andeasy to enterTocreateaprofile,inthelowermiddle of thepage under “AddingaProfile“clickon“Add an item”Entertheinformationinthe formInclude contactinformationfor moreinformationonthe projectunder“TeamList“Enterasmuch information

42、as is available,thenclickon“SaveandClose“ at thetopofpage20Oct200751Project ProfileRepository20Oct200752Project ProfileSubmissionForm20Oct200753Project ProfileSubmissionForm (continued)20Oct200754Project ProfileRepositoryBrowsebyCountry20Oct200755Project ProfileRepositoryBrowsebyIndustry20Oct200756P

43、roject ProfileRepositoryBrowsebyMarketOffering20Oct200757Project ProfileRepositoryExampleofaProfile20Oct200758Project ProfileRepositoryExampleofaProfile (continued)20Oct200759Project Document Library&ContributionWizard20Oct200760CommunityDirectory20Oct200761HPForumsThreadedDiscussions20Oct200762HPFo

44、rumsAdhocthreadeddiscussionsUserscanparticipateeither by theWeborbyemail, andread by RSSMembers interact withotherpeople interestedinaparticular topicAskquestions,provide answers, share ideas,communicatetrendsThereareforums foreach of theProfessionsandSolutionCommunities, as wellasmanyothersubjectsW

45、ebThreadEmailThreadRSSFeed20Oct200763Askthe Expert20Oct200764KnowledgeBriefsKnowledgebriefs areexactly that: short butdetailedsnippetsofinformationona varietyoftopics,whether theybeaspectsofestablishedtechnologiesoroverviews of thelatestITtrend.Thepurposeofknowledgebriefs is to share information qui

46、ckly, passingalonginsights, tipsand tricks,and other nuggetsofknowledge to other HP employees.Awardsare given to frequent knowledgebriefcontributors20Oct200765KnowledgeBriefs Viewer20Oct200766KnowledgeBriefExample20Oct200767HPGlobalMethod20Oct200768HPGlobalMethod HPS Methodology Catalogue20Oct200769

47、HPGlobalMethod ProcessLibrary20Oct200770HPGlobalMethod PM ProjectManagement Methodology20Oct200771HPReference2Win ProgramSubmitaWin20Oct200772HPReference2Win ProgramAdvancedSearch20Oct200773TacitKnowledgeSharing:WinningtheBid Forum andHPSPodcast20Oct200774HPServicesPortfolio20Oct200775HPMarketVision

48、MarketResearch20Oct200776books24x7(viaHPLabs)OnlineAccesstoIT&BusinessBooks20Oct200777HPVirtual Rooms20Oct200778Grow hp(e-learning)20Oct200779Software:GDASReusePortalandCMEIPAssetCatalogue20Oct200780ExpertiseLocator FindConsultantinResourceManagement MarketPlace20Oct200781KnowledgeNetworkNews (monthly)20Oct200782Test yourknowledge:WhichWeb2.0