埃森哲-知识-管理-车间-v2

KnowledgeManagementWorkshopUtilitiesNAREMOVETHISSLIDEForquestionsregardingcontent,contactsimcha.kanter@

Copyright©2008AccentureAllRightsReserved.AgendaIntroductionAboutKnowledgeManagementKnowledgeManagementStrategyCaseStudies/SolutionsAccenture’sCapabilitiesCopyright©2008AccentureAllRightsReserved.AgendaIntroductionAboutKnowledgeManagementKnowledgeManagementStrategyCaseStudies/SolutionsAccenture’sOfferingsCopyright©2008AccentureAllRightsReserved.InsertClientSpecificSlidesCopyright©2008AccentureAllRightsReserved.AgendaIntroductionAboutKnowledgeManagementKnowledgeManagementStrategyCaseStudies/SolutionsAccenture’sOfferingsCopyright©2008AccentureAllRightsReserved.Knowledgeisexpertise,skills,orinsightsacquiredbyapersonthroughexperienceoreducation.The“Knower”The“Known”+=Knowledge!Knowledge–Whatisit?Copyright©2008AccentureAllRightsReserved.CompaniesdependontheiremployeestoprovidethecriticalKnowledgeCapitalthatdrivescompanyperformance.Thiscaninclude:KnowHow

todiagnoseauniquesystemerrorquicklyinacriticalapplicationKnowWhen

tocontactakeysuppliertoensurethatshipmentsarenotdelayedKnowWheretohiretherightcontractorthatknowsthehistoryofaspecificplantassetKnowWhy

thedecisionwasmadetopostponethereplacementofoldplantequipmentKnowWhat

maintenancestepsshouldbetakenontheplantequipmentthathavenotbeenformallydocumentedKnowledgeasanAssetCopyright©2008AccentureAllRightsReserved.KnowledgeManagementisthesystematicprocessofcreating,capturing,synthesizing,andusinginformation,insights,andexperiencestoenableindividualandorganizationalperformance.TheWorkforceThe“Knower”IndividualKnowledge+ConnectPeopletoContentPublishAccessConnectPeopletoPeopleCollaborateFormalizeFormalizeInstitutionalizeKnowledgeReuseReuseInnovate!ContributeContributeThe“Known”PreserveKnowledgeRecordRetainManagedKMProcessesKnowledgeManagement–DefinedCopyright©2008AccentureAllRightsReserved.KnowledgeManagementmitigatessomeoftherisksofknowledgelossandleveragestheopportunitiesofknowledgesharing.Risks–“LosingtheKnowledgeYouHave”RetirementAttritionOpportunities–“LeveragingtheKnowledgeYouHave”WorkforceproductivityimprovementsIncreasedcapabilityforinnovationPerformanceandqualityimprovementsShareleadingpracticesandlessonslearnedKnowledgeManagement–Why?Copyright©2008AccentureAllRightsReserved.Aknowledgemanagementprogramcanprovideawiderangeofcapabilitiestotheenterprise…ConnectPeopletoContentAccessorproviderole-orprocess-specificknowledgeDevelopaVirtualCorporateUniversitythrougheLearningCommunicatenewsandeventsPreserveKnowledgeRecognizeknowledgeandskillgapsforworkforceplanning,careerdevelopment,andsuccessionplanningCaptureknowledgefromexperiencedemployeesbeforeretirementCaptureknowledgethroughvariousformsofmediaforsharingandreuseInnovateCaptureinnovativeideasofanentirecommunityConnectinnovativethinkersacrossgeographicalandorganizationalboundariesConnectPeopletoPeopleFindanexpert“CorporateYellowPages”ShareexperiencesandinformationeasilyandeffectivelyCollaborateondocumentsorideasFostercommunitiesofpracticeEasilyfindthebestcandidatestostaffanewprojectorprogramInstitutionalizeKnowledgeDevelopandprovidesamplesandtemplatesforreferenceandreuseDevelopandprovidestandardmethodologiesbasedonemployeeexperience`KnowledgeManagement–CapabilitiesCopyright©2008AccentureAllRightsReserved.Aknowledgemanagementprogramcanprovideawiderangeofcapabilitiestotheenterprise…andleveragesmultipletechnologyenablers.ConnectPeopletoContentPortalsContentManagementEnterpriseSearchVideoRepositorieseLearningRSSPreserveKnowledgeWorkforceAnalysisToolsVideoRepositoriesKnowledgeTransitionSuiteseLearningInnovateCrowdsourcingWikisConnectPeopletoPeopleDiscussionBoardsSocialNetworkingPresenceUnifiedCommunicationsTelepresenceInstantMessagingInstitutionalizeKnowledgePortalsContentManagementWikiseLearningKnowledgeManagement–EnablersCopyright©2008AccentureAllRightsReserved.KnowledgeManagement–ExamplesKnowledgemanagementmaysoundsomewhat“academic”,butitaddressesveryrealconcernsandproblems.Forexample,wouldn’titbegreatif……assetplannersworkingontheassetplanningcyclecouldreferencethediscussionthatwentonlasttimewewantedtopushoffthisoutage?…Nuclearequipmentreliabilityengineerscouldeasilyreferencesimilareventsatanotherplant,viewthelessonslearned,andinstantmessagethepersonwhoenteredtheevent–allinamatterofminutes?…HRknewtostepupsuccessionplanningandrecruitingforstructuralengineersbecausetheycouldforecastaskillshortageseveralyearsinthefuture?…newlinemenwereabletoaccessequipmentleadingpractices,demonstrationvideos,andsafetyguidelinesfromtheassetpageonthemobileportal?…HRwasabletomakemoreeducateddecisionsoncriticalskillsduringamergeroracquisition?…applicationuserswereabletofindanswerstoissueswithoutcallingtheIThelpdesk?…andsoon….!Copyright©2008AccentureAllRightsReserved.AgendaIntroductionAboutKnowledgeManagementKnowledgeManagementStrategyCaseStudies/SolutionsAccenture’sOfferingsCopyright©2008AccentureAllRightsReserved.TheBigQuestionHowamIgoingtostarttobuildthecapabilityinmyorganizationtohelpthebusinessrecognize,address,andprovidesolutionsforknowledge-relatedrisksandopportunitiesthatwearefacing?Copyright©2008AccentureAllRightsReserved.BusinessStrategyKnowledgeManagementStrategyAKnowledgeManagementStrategyisanintersectionbetweenseveralareasofcorporatestrategythatrequiresparticipationofmultiplepartsoftheorganization.HumanCapitalManagementInformationManagementKnowledgeManagementIncentivesandRewardsSuccessionPlanningRecruitmentChangeManagementWorkplaceDesignEtc….PortalsContentManagementWeb2.0CollaborationCommunicationEtc….BusinessStrategyCopyright©2008AccentureAllRightsReserved.KMStrategyApproachAKnowledgeManagementStrategyidentifieswaystoaddressknowledge-relatedrisksandopportunitiesthatdirectlyimpacttheorganization’sbusinessstrategy…UnderstandBusinessStrategyandGoalsDiscoverKnowledgeRisks&OpportunitiesIdentifyNeededCapabilitiesIdentifyCapabilityImplicationsPeopleProcessTechnologyExpertCommunitiesCareerDevelopmentRecruitment/RetirementTrainingIncentivesEtc…After-ActionReviewsMentoringJobShadowingContentContributionProcessIntegrationEtc…PortalsWeb2.0ContentManagementUnifiedCommunicationsSocialNetworkingEtc…Copyright©2008AccentureAllRightsReserved.KMStrategyApproach…andthendevelopsanactionableroadmaptoworkwiththebusinesstoimplementthesecapabilitiesanddeliverclearbusinessvalue.Copyright©2008AccentureAllRightsReserved.AgendaIntroductionAboutKnowledgeManagementKnowledgeManagementStrategyCaseStudies/SolutionsAccenture’sOfferingsCopyright©2008AccentureAllRightsReserved.KnowledgeManagement:CaseStudiesThefollowingslideswillprovidesomeexamplesofhigh-valuebusinesssolutionsthatresultedfromaknowledgemanagementstrategy.BusinessScenarioKnowledge-RelatedChallengesKeyCapabilitiesTechnologyEnablersSolutionsCopyright©2008AccentureAllRightsReserved.EachcasestudydealsprimarilywithoneofthefiveKMcapabilityareaslistedabove.CaseStudies:Overview(1)Accenture:ConnectingPeopletoPeopleLargeUSUtility:ConnectingPeopletoContentAccenturePeoplePagesAccentureKnowledgeExchangeAccentureCollaboration2.0ProcessandContentIntegrationExpertLocationEnterpriseApplicationIntegrationSolutionHighlights:SolutionHighlights:Copyright©2008AccentureAllRightsReserved.EachcasestudydealsprimarilywithoneofthefiveKMcapabilityareaslistedabove.CaseStudies:Overview(2)Accenture:InstitutionalizeKnowledgeUSUtility:PreserveKnowledgeAccentureDeliveryMethodsAccenturePortalSolutionHighlights:AccentureRapidTransitionSuite(RTS)KnowledgeTransitionPlanningIntegratedKnowledgeCaptureToolsSolutionHighlights:Copyright©2008AccentureAllRightsReserved.EachcasestudydealsprimarilywithoneofthefiveKMcapabilityareaslistedabove.CaseStudies:Overview(3)WellsFargo:Innovate!AccentureCollaborationInnovationSolutionRichInternetApplications(RIA)Crowd-sourcingSolutionHighlights:Copyright©2008AccentureAllRightsReserved.Accenture:ConnectPeopletoPeopleConversationswiththebusinessrevealedthefollowingscenarioandknowledge-relatedchallenge:BusinessScenario:Consistentlydeliverhigh-performancesolutionstoallglobalclients,leveragingourtechnologyandindustryexpertisetoprovideinsightsandexperiencefrompreviousprojects.Knowledge-RelatedChallenge:Itisdifficulttoidentifyandcontactthefirm’stopexpertsinordertoshareinsightsandanswerquestionsquicklyandeasilyacrossorganizationalandgeographicalboundaries,especiallyconsideringthefast-pacedprojecttimelinesoftenfacedbyprojectteams.Accentureisaglobalmanagementconsulting,technologyservicesandoutsourcingcompany,committedtodeliveringinnovationCopyright©2008AccentureAllRightsReserved.Accenture:ConnectPeopletoPeopleBasedonthesechallenges,theKMstrategyteamrealizedtheneedforthefollowingbusinesscapabilitiesandassociatedtechnologyenablers:CapabilitiesLocateanexpertCreateglobalexpertcommunitiesPosequestionsandreceiveinputfromtheglobalexpertcommunityEasilyshareinformation,experiences,andinsightacrossgeographicboundariesTechnologyEnablersPortalSocialNetworkingTelepresenceDiscussionBoardsWikisContentManagementEnterpriseSearchCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario1JoeConsultantisworkingonaknowledgemanagementstrategywithanewclientandwantstodiscussaspecificchallengethattheteamisfacing.HenavigatestoAccenture’sKnowledgeExchangePortaltofindsomeinformation.KnowledgeManagementisfoundunder“BusinessProcessesandServices”foreasybrowsingratherthanhavingtosearchforinformation.(Enabler:Taxonomy)Enablers:Portal,Taxonomy,ContentManagement26KMSolution:Scenario1JoereviewsthecategorizedSales,Delivery,andInformationalmaterialstogatheradditionalinsight.However,hewouldstillliketofollowupwithsomeoftheglobalKMexperts.AccesstheglobalCommunityofPracticefromthetopicpage.Enabler:DiscussionBoardsEnablers:Portal,Taxonomy,ContentManagementAllinformationisdisplayedinstandardizedcategoriesacrossallpages.Enabler:ContentManagement,TaxonomyCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario1JoepostshisquestionontheKMdiscussionboard.Allparticipatingglobalmembersarenotifiedviaemailofthenewquestionandcanrespondimmediately.PostaquestiontotheglobalexpertcommunityEnablers:DiscussionBoards,EmailIntegration,MobiledevicesEnablers:Portal,DiscussionBoardsCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario1JoereceivesaresponsethattheKMstrategyteamisdealingwiththesameissueinawiki“PointofView”thattheyarecurrentlycollaboratingon.Hereadsthewikiandfindstheauthorofthesectionthatheisinterestedin.Collaborativelyauthordocuments.Enabler:WikisEnablers:Portal,Taxonomy,WikisCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario1JoeclicksonthenameoftheauthortoaccesshissiteintheAccenturePeoplePages,Accenture’ssocialnetworkingsite.Viewexpertise,collaborationparticipation,orblogentriesEnabler:SocialNetworkingEnablers:Portal,SocialNetworking,InstantMessagingCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario1Notingtheexpert’scurrentlocationandtimezone,Joesendstheexpertaninstantmessagerequestingtosetupafacetoface“Telepresence”meetingtodiscussfurther.Enablers:TelepresenceThestrategyteammeetswithKMexpertsfrommultiplegloballocationsandsuccessfullyresolvestheirissue.Enabler:TelepresenceCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario1RealizingthatthisKMexpertprobablyhasmuchmoretooffer,theteamsearchesAccenture’sKnowledgeExchangeforotherdocumentscontributedbythisexpertandreviewstheresults.Enablers:EnterpriseSearch,TaxonomyPreviewdocumentsfromsearchresultsEnabler:EnterpriseSearchFilterresultsbycontenttype,creationdate,processphase,orsalesoffering.Enabler:EnterpriseSearch,TaxonomyCopyright©2008AccentureAllRightsReserved.Scenario1–KeyTakeawaysThefollowingpointsarekeytakeawaysthatwereillustratedbythisexample:EachenablermappedbackdirectlytothebusinessstrategyandsolvedabusinessproblemTheprocessstartedwiththestrategyratherthanthechallengeA“global”or“aging”workforceonlypresentsaprobleminthecontextofthebusinessstrategy,andmustbeviewedthroughthatlensSolutionswereeasytouseanddesignedwiththeenduserinmindCopyright©2008AccentureAllRightsReserved.CaseStudy:ConnectPeopletoContentConversationswiththebusinessrevealedthefollowingstrategyandknowledge-relatedchallenge:BusinessScenario:Providereliable,low-costpowergenerationbyimprovingplantperformanceandavailability.Knowledge-RelatedChallenge:Engineerscommonlyrelyonyearsofexperiencetodiagnosemechanicalissuesattheplant.Withmorethan50%oftheworkforceapproachingretirementinthenextfiveyears,itiscriticalthatyoungerengineerscanleveragethebenefitsoflessonslearnedfrompreviousissues.Largeverticallyintegratedutilitycompanyfocusedonprovidingreliable,low-costpowergeneration.Copyright©2008AccentureAllRightsReserved.CaseStudy:ConnectPeopletoContentBasedonthesechallenges,theKMstrategyteamrealizedtheneedforthefollowingbusinesscapabilitiesandassociatedtechnologyenablers:CapabilitiesCapturediagnosticprocessdiscussionsaswellasresultsEasilyfindandreferencepastincidentsacrossthefleetQuicklycontactexperiencedengineerswithspecificequipmentorprocessknowledgeTechnologyEnablersPortalContentManagementSocialNetworkingInstantMessagingDiscussionBoardsWikisandBlogsVideoRepositoryRSSCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario2JillEngineerisanewengineerontheequipmentreliabilityteam.ShelogsontotheReliabilityPortaltoresearchanewissueshehasdiscovered.Latestindustrynewsisautomaticallyupdated.Enabler:RSSEnablers:Portal,Taxonomy,ContentManagement,RSSThelatestreportsareeasilyavailabletoallusers.Enabler:ContentManagementCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario2Shesearchestheequipmenthistoryacrossthefleetforasimilarissue.Sheselectsanissuethatlookssimilarandisautomaticallyprovidedwithrelevantsupportinginfo.Relatedwikis,videos,documents,andexpertsareshownwhenanincidentisselected.Enabler:ContentManagement,SocialNetworking,VideoRepository,PresenceandInstantMessagingEquipmenteventsdatafromWMS.Enabler:DataIntegrationEnablers:Portal,Taxonomy,ContentManagement,etc.Copyright©2008AccentureAllRightsReserved.KMSolution:Scenario2Jillclicksontherelevanteventtoviewthediscussionthattookplacewhentheincidentwaslastseenandfixed.Shesendsafollowupquestiontotheengineeratanotherplanttoresolveherissue.Contentcontributorscanbecontactedinstantly.Enabler:PresenceandInstantMessagingEnablers:Portal,DiscussionBoardsTacitknowledgecanbegainedfromreviewingpastdiagnosticeffortsEnabler:DiscussionBoardsCopyright©2008AccentureAllRightsReserved.Scenario2–KeyTakeawaysThefollowingpointsarekeytakeawaysthatwereillustratedbythisexample:TheknowledgemanagementprocesswasintegratedwiththebusinessprocessTheuserdidnothavetousean“extra”systemtodocumentfindingsKnowledgewasdeliveredinaformatthatwastailoredtotheknowledgerecipientKnowledgewasnotsimply“captured”andstoredinadatabaseorvideoarchive;rather,itwasformattedinawaythattheenduserwouldderivethemostbenefitSolutiontargetedausergroupthatwasalreadysharinginformationFleet-wideequipmentgroupswerealreadysharinginsightsandbestpractices;thesolutionenabledkeyimprovementsinthoseprocessesCopyright©2008AccentureAllRightsReserved.CaseStudy:InstitutionalizeKnowledgeConversationswiththebusinessrevealedthefollowingscenarioandknowledge-relatedchallenge:BusinessScenario:Consistentlydeliverhigh-performancesolutionstoallglobalclients,leveragingourtechnologyandindustryexpertisetoprovideinsightsandexperiencefrompreviousprojects.Knowledge-RelatedChallenge:Toremainaleaderintoday’scompetitivemarketplacethereisaconstantneedtoimproveprojectexecution,butitisdifficulttoaccessthethousandsoflessonslearnedfrompastclientexperiencesandusethemforatangiblebenefittoday.Accentureisaglobalmanagementconsulting,technologyservicesandoutsourcingcompany,committedtodeliveringinnovationCopyright©2008AccentureAllRightsReserved.CaseStudy:InstitutionalizeKnowledgeBasedonthesechallenges,theKMstrategyteamrealizedtheneedforthefollowingbusinesscapabilitiesandassociatedtechnologyenablers:CapabilitiesDevelopandprovidesamplesandtemplatesforreferenceandreuseDevelopandprovidestandardmethodologiesbasedonemployeeexperienceTechnologyEnablersPortalContentManagementCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario3JoeConsultantisdevelopingaplanforaportalimplementationprojectatamajorclientandlogsontotheAccentureDeliverySuiteWizardtoaccesstherelevantmethodologies,estimators,andsupportinginformation.Easytousewizardconnectsuserstotherelevantmethodologies(Enabler:Portal)Enablers:Portal42KMSolution:Scenario3Joeaccessestherelevantmethodologytoolanddrillsdowntoaccessthespecificprojectphasethatheisplanning.Enablers:PortalProjectareasareaccessiblethroughagraphicinterfacewithdrill-downcapability.Enabler:PortalCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario3JoereviewstheprojectprocessesthathavebeenestablishedandrefinedthroughoutthousandsofAccentureprojects.Hethenreviewstherelevantroles,estimators,andsampledeliverablesthathavebeenusedinthepast.Viewagraphicaloverviewofthebestpracticeprocesses.Enablers:PortalEnablers:Portal,ContentManagementSampletemplatesanddeliverablesareprovidedtoshareexperiencesandskills.Enabler:ContentManagementCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario3Aftercompletinghisproject,JoesubmitshisdeliverablesandlessonslearnedthroughtheeasytousewebinterfacetotheKnowledgeManagementteam.TheKMteamthenreviewsthesematerialsandupdatesthemethodologiesaccordingly.Submitsuggestionsandlessonslearnedthroughthewebinterface.Enabler:PortalEnablers:Portal,Taxonomy,WikisCopyright©2008AccentureAllRightsReserved.Scenario3–KeyTakeawaysThefollowingpointsarekeytakeawaysthatwereillustratedbythisexample:ThetechnologyenablershelpedaccomplishsomethingbetterthatwasalreadybeingdoneTherewasalreadyastrongawarenessoftheneedtoencouragecompliancetoprojectmethodologiesandtosharebestpracticesThesolutionprovidedaclearbenefittotheuser,encouragingongoingsubmissionsandcontributionsThestrongestincentivetocontributeissometimestheclearvaluepropositionforwhichthecontributionswillbeusedKnowledgewassharedbydemonstratingwhattheendproductshouldlooklikeInadditiontoguidelinesandchecklists,theuserisprovidedwithapracticalexamplethatcanbeappliedtothecurrentworkeffortCopyright©2008AccentureAllRightsReserved.CaseStudy:PreserveKnowledgeConversationswiththebusinessrevealedthefollowingscenarioandknowledge-relatedchallenge:BusinessScenario:Maintainthehighstandardsofsafetyandreliabilitythatarerequiredandexpectedfromanuclearoperator.Knowledge-RelatedChallenge:Therapidlyagingworkforceisquicklyapproachingretirement,withover60%oftheworkforceeligibleforretirementoverthenextfouryears.Theplantswillcollectivelylosehundredsofyearsofcollectiveexperience,increasingtheriskforsafetyincidentsandmaintenanceissues.Alargenuclearoperator,dedicatedtoprovidingsafe,efficient,andaffordablenuclearpower.Copyright©2008AccentureAllRightsReserved.CaseStudy:PreserveKnowledgeBasedonthesechallenges,theKMstrategyteamrealizedtheneedforthefollowingbusinesscapabilitiesandassociatedtechnologyenablers:CapabilitiesRecognizeknowledgeandskillgapsforworkforceplanning,careerdevelopment,andsuccessionplanningCaptureknowledgefromexperiencedemployeesbeforeretirementCaptureknowledgethroughvariousformsofmediaforsharingandreuseTechnologyEnablersPortalContentManagementMultimediacapabilityInstantmessagingandpresenceSearchCopyright©2008AccentureAllRightsReserved.RecordturbinemaintenanceprocedureDescribeoutageprocesses“Tellthestory”ofthehistoryoftheplantWalkthroughturbinere-couplingprocedureEricEngineer’sTasks49EricEngineerisanexperiencedresourcethathasworkedinplantmaintenanceforover30yearsandissettoretireattheendofthisyear.HelogsontohispersonalKnowledgeTransferPortalandreviewshiscurrenttasksfromhisknowledgetransferplan.Personalizedportalpageforallknowledgetransferactivitieswhichisintegratedwiththeknowledgetransferplan.Enabler:PortalEnablers:PortalKMSolution:Scenario4Copyright©2008AccentureAllRightsReserved.50Ericclicksonthenexttaskinhisqueuetoexplainthenuancesofperformingaparticularmaintenanceactivityontheturbine.Heusestheavailablecameratocaptureandnarratethedetailedconsiderationsforthistaskandthenuploadsthisvideototheportal.Enablers:Portal,VideoRepositoryMultimediaiseasilyuploadedintotheportalEnablers:Portal,VideoRepositoryKMSolution:Scenario4Copyright©2008AccentureAllRightsReserved.51ErinEngineer,arecenthire,opensthenexttaskonherknowledgetransferportalandreviewsthevideodetailingthespecificmaintenanceactivity.Sheisunclearaboutacertainpoint,andclickstheauthor’snametosendaninstantmessage.Auser’scontactandpresenceinformationisintegratedthroughoutthesiteEnablers:InstantMessaging,PresenceEnablers:Portal,ContentManagementKMSolution:Scenario4Copyright©2008AccentureAllRightsReserved.52MelanieManager,themaintenancemanagerattheplant,logsontotheknowledgetransferportaltoviewtheprogressoftheknowledgetransferprocess.Sheseesthatherteamismakingexcellentheadway,andseesthatErinhascompletedthetrainingforthismaintenanceactivity.Enablers:PortalFlexiblereportingcapabilitiesprovideaclearviewintotheknowledgetransferprocessEnabler:PortalKMSolution:Scenario4Copyright©2008AccentureAllRightsReserved.ThetechnologysolutionwasseamlesslyintegratedwiththeknowledgetransferplanEachresourceisprovidedatask,arecommendedapproach,andahelpfultooltorecordknowledgeTacitknowledgegarneredfromfollow-upquestionsisrecordedforfuturereferenceKnowledgerecipientsareabletoreferencequestionsaskedbypreviousparticipantsManagementoftheknowledgetransferisfacilitatedthroughthetoolManagementhasatransparentviewofthetransferprocessandisabletoproactivelyaddresschallengesastheyariseThefollowingpointsarekeytakeawaysthatwereillustratedbythisexample:Scenario4–KeyTakeawaysCopyright©2008AccentureAllRightsReserved.CaseStudy:InnovateConversationswiththebusinessrevealedthefollowingstrategyandknowledge-relatedchallenge:BusinessScenario:WellsFargowantedtoimprovethequalityofserviceintheend-to-endcustomerexperiencetoincreasecustomersatisfactionandloyalty.Knowledge-RelatedChallenge:WellsFargowantedtocollectandevaluateinnovativecustomer-serviceideasfromover250employeeswhowheredispersedatvariouslocationsacrosstheUS,butitwasdifficulttodevelopwidespreadinterestandparticipationintheprogram.WellsFargoisadiversifiedfinancialservicescompanyprovidingbanking,insurance,investments,mortgageandconsumerfinanceacrossNorthAmericaandinternationallyCopyright©2008AccentureAllRightsReserved.CaseStudy:InnovateBasedonthesechallenges,theKMstrategyteamrealizedtheneedforthefollowingbusinesscapabilitiesandassociatedtechnologyenablers:CapabilitiesCrowd-sourcing(masscollaboration)CaptureinnovativeideasofanentirecommunityConnectinnovativethinkersacrossgeographicalandorganizationalboundariesTechnologyEnablersRIAPortalCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario5Sue,thedirectorofcustomeroperationsatWellsFargo,logsontotheInnovationSolutiontoseeanoverviewofthetopicsthathaverecentlybeenposted.Businessproblemsarepresentedinaneasytousewebinterface(Enabler:RIA)Enablers:RIA56KMSolution:Scenario5Suetakesaglanceatthenewestideasthatarebeingevaluatedbythecommunityandaddsherowncommentsandopinions.CommentscanbetaggedforreferenceEnabler:TaggingEachideaispresentedasa“seed”forotheruserstorateandcommenton.Enabler:RIAEnablers:RIA,TaggingCopyright©2008AccentureAllRightsReserved.KMSolution:Scenario5Suethenchecksherpersonaldashboardtoseehowtheotherusershavebeenratinghersuggestionsandreviewstheircomments.Receiveratingsandfeedbackonideas.Enabler:RIAEnablers:RIACopyright©2008AccentureAllRightsReserved.KMSolution:Scenario5Shechec