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Knowledge
Management
Analysis
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CATALOG
1. KPMG ........................................................................................................................................ 3
1.1 COMPANY BACKGROUND .......................................................................................... 3
1.2 WHAT THEY DO ...................................................................................................... 4
4. CONCLUSION ......................................................................................................................... 15
4.1 THE CLEAR UNDERSTANDING OF THE VALUE OF KNOWLEDGE........................................... 15
4.2 THE SUCCESS IN THOSE KM PROCESSES ..................................................................... 15
4.3 THE EXCELLENT SYSTEMS FOR KNOWLEDGE MANAGEMENT ............................................ 16
4.4 THE SPECIAL ATTENTION TO THE KNOWLEDGE SHARING ................................................ 17
4.5 THE PECULIAR SUCCESS IN INTEGRATION WITH OTHER CONCEPTS ..................................... 17
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1. KPMG
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1.2 What they do
KPMG services
Audit. KPMG member firms can provide
independent audit services designed to enhance the reliability of information prepared
by clients for use by investors, creditors and other stakeholders, including
country-specific statutory requirements.
Tax. KPMG member firms understand of tax governance, specialist skills and
deep industry knowledge to help their clients to stay competitive and compliant.
Advisory. Advisory works with clients to tackle challenges in transactions and
restructuring, performance and technology and risk and compliance.
KPMG's advisory services are organized into three themes (growth, governance
and performance) and nine service lines:
Accounting Advisory Services
Business Performance Services
Corporate Finance
Financial Risk Management Services
Forensics
Internal Audit, Risk and Compliance Services (IARCS)
IT Advisory
Restructuring
Transaction Services
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2. Demand analysis of KPMG’s KM
——Knowledge management is now a senior executive concern
- Information Overload
- Loss of In-House Knowledge
- Ineffective Decision Making
- Lack of Creativity
- Limited Sharing of Best Practices
- Lack of Customer Responsiveness
……
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2.2 KPMG’s Value Proposition
What is a Value Proposition?
A Value Proposition articulates the fundamental business reasons and expected
benefits that drive the organization to pursue Knowledge Management. It is the driving
force ( the “business driver”) that provides energy to manage knowledge
systematically and fund KM initiatives, and the basis for measuring results. It also
states the payoff to the organization, focuses KM on the value chain, and leads to
senior leadership support.
Operational excellence
Product leadership
Customer intimacy
Employee capability
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3. KPMG’s Knowledge Management
3.1.1 Knowledge
Knowledge in KPMG can be seen as three parts as below:
1) Experience, facts, rules, assertions and concepts about subjects crucial to the
KPMG‟s business;
2) A key resource used throughout an organisation to support:
- decision-making;
- forecasting;
- planning; and
- assessment of projects, staff, etc.;
- design of products and services;
- analysis and benchmarking; and
3) Being formal, systematic and recorded, or alternately as informal, or even as
something held in a person‟s mind.
3.2.2 KWorld
What is KWorld?
KWorld is a messaging, collaboration and knowledge-sharing system that:
Becomes our universal business management tool integrating all other
knowledge and information systems
Integrates client and team collaboration tools with global repositories of the
firm‟s intellectual capital
Becomes KPMG‟s digital nervous system
Enables people and processes to get to content via technology
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KWorld Architecture & Process
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3.2.3 KClient
Now KPMG is taking the powerful business logic of KWorld to the next level
with KClient, a secure extranet designed to revolutionize the way KPMG does business
with its clients. KPMG created KClient as a companion product to its successful
KWorld environment. KPMG expects KClient to set a new standard in communicating
and sharing real-time knowledge on projects with customers – around the clock and
around the world. KPMG has been gradually evolving KClient to integrate it with a
variety of additional technologies, legacy systems, and client collaboration tools. To
support its collaboration environment, KPMG is working with Microsoft in finding the
most effective way to use Microsoft Exchange 2000 Server, using such features as the
Web Storage System, powerful search and indexing functions, and security options.
Exchange 2000 enables a secure, Web-based environment so that the company can
centrally manage a huge array of information from many different sources and of many
different types, such as e-mail, Web content, and Microsoft Office documents.
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efficient analysis,” says Simon Catley, a KClient project manager in Great Britain.
“The problem is that we were publishing to the client, not collaborating with them. It
was a starting point for enhancing our relationships with clients, but we wanted
technology that would take this further by really drawing us closer into client
relationships through true collaboration.”
To illustrate what KPMG was trying to achieve, Catley cites a typical scenario: an
engagement that is being conducted for a global corporation with many dispersed
divisions. In the “publishing” model, KPMG can get information faster and more
efficiently to interested members of the client firm‟s management, but it has been
difficult with the current technology to engage with the many individuals at the client
who need to be consulted about findings prior to sending reports to headquarters.
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c) Enhanced searching and indexing:
Exchange 2000 provides built-in indexing and search capabilities, enabling
high-speed and accurate full-text searches across the diverse information types used by
KPMG. “Performing searches in previous versions of KClient was quite difficult,” says
Festel. “Exchange 2000 will allow us to tag documents with meta data and custom
properties that will not only let employees and customers find information more
quickly, but it will also enable applications that will work with documents with specific
properties, such as geography or company.”
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3.2.4 Summary of KPMG’s KWorld and KClient
KWorld KClient
Benefits
Supporting KPMG strategy
More enabled & quicker decision making
Increasing revenues & margins
Higher client value added through greater innovation & synergy
Quality of life - staff more effective
Leveraging of corporate expertise
KWorld and KClient are becoming the digital nervous system of KPMG!
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4. Conclusion
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Let‟s see the processes of Knowledge Management in KPMG. Firstly, when the
KPMG‟s contents, such as work product and specific practice and other external
contents occur, they will be paid attention and sent to the knowledge manager.
Secondly, the manager will do the value, quality and security assessment and start to
assign the classifying and filtering jobs. After that the explicit or tacit knowledge will
be filtered, aggregated and sorted into the data center. Sometimes the knowledge will
be added commentaries internally or externally and may be involved into deeper
analysis. Finally the processed knowledge will be used in KWorld or KClient or
sometimes on KPMG.com.
From this we can see the effectiveness of KPMG‟s KM workflow. It concludes and
take seriously of the all four KM processes, which guarantee the success implement of
KM in KPMG
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4.4 The special attention to the Knowledge Sharing
It is obviously that the core of KPMG‟s KM system is the collaboration. KWorld
and KClient offer the employees powerful functions of communicating, such as
e-mails, instant messaging, video meeting and other telecommunications. These
functions group the people more closely and consequently it is more favorable to share
tacit knowledge, which is always the most difficult knowledge to share. On the other
hand, the close relationship between the staff may also lead to the CoPs‟ emergence.
We have been taught that CoPs, although usually hard to form, can be an efficient form
for knowledge sharing. KMPG is on the way to it.
Sharing;
Open communications;
Learning.
In order to ensure that these four principles become entrenched within the way
KPMG operates, management practices and processes will need to be examined to
ensure that staff are rewarded for team work and contributions of knowledge.
Knowledge, and its sharing, must become a core competence, an integral part of the
business processes. Contributions and use of knowledge should be recognised through
the appraisal process, job review structure and the bonus scheme. Promotion should
hinge upon a person‟s ability to demonstrate that they are contributing and using the
firm‟s knowledge bases.
Furthermore, some people may be resistant to trying new things. This trouble may
be overcome with adequate training & the utilization of user-friendly interfaces
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channels of getting information or knowledge can be divided into external content and
internal content, but how to master them on our own initiative?
Guidelines and rules, as just mentioned above, will do some good to the capture of
knowledge. Culture changes can be another way. Staff can be stimulated to offer
knowledge forwardly by appraisal, bonus and promotion, or even better, by instilling
the idea of important social capital and civic voluntarism into their minds.
5.3 Technology——XML
As the KClient deployment moves forward, the KPMG team is also looking at
the use of other features and technologies supported by Exchange 2000 Server, such
as XML.
“We‟re very excited about the strong integration of XML with the native
capabilities of Exchange 2000. We can use XML and WebDAV (Web-based
Distributed Authoring and Versioning) to manipulate Web Store objects
programmatically,” says Dr. Mark Post, director of Application Development for the
Global Knowledge Exchange. “By putting content into XML format, we will be able
to re-purpose documents across our intranet, extranet and internet sites. As XML
becomes adopted more widely throughout our industry, the benefits will become
even greater on the content end, and the tight integration of Exchange 2000 and
XML will make for a very powerful tool.”
That is one of the many ways, Turillo adds, in which KPMG will be able to
remain competitive in the years to come.
“The conditions of rapid growth and intense competition for talents have pushed
us to create a process that can accelerate innovation and allow us to work smarter,
better, and faster,” Turillo says. “Using the Exchange 2000 Server platform, we can
provide the solution that will deal with the marketplace demands we face:
collaborating among ourselves and with our clients in a secure fashion, which gives
us a significant competitive advantage in the professional services industry.”
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