Knowledge Management in the Real World

Lecture given at Lawrence Technological University Stan Garfield October 20, 2007

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

What is Knowledge Management?

Knowledge Management is the art of transforming information and intellectual assets into enduring value for an organizations clients and its people. The purpose of knowledge management is to:
Foster the reuse of intellectual capital Enable better decision making Create the conditions for innovation

KM provides people, processes, and technology to help knowledge flow

to the right people at the right time so they can act more efficiently and effectively

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Why manage knowledge? 1. Prevent redundant effort

Invent when needed

But dont reinvent the wheel!

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Why manage knowledge? 2. Avoid repeating past mistakes

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Why manage knowledge? 3. Take advantage of what others already know

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How to Do Knowledge Management

1.

Share what you have learned, created, and proved

2.
3.

Innovate to be more creative, inventive, and imaginative

Reuse what others have already learned, created, and proved Collaborate with others to take advantage of what they know Learn by doing, from others, and from existing information
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4. 5.

Share

Ask questions and request help others will benefit from the answers Answer questions and provide help being the white knight is gratifying Offer tips, insights, and useful links pay it forward, build your reputation
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Share: HP users help each other out

Question: Apr 10, 2007 I have been getting a problem when searching using Google. When I get the results and click on one of them it redirects me to another site and not to the selected site. Answer: Apr 11, 2007 You have spyware. Use spyware removal software.

Update to the latest signatures before starting scan. Your problem will be solved.
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Innovate: HP Social Network

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Reuse: HP Proposal Web and Presentation Builder

This slide and many others are reused from existing presentations. Think of how much work it would take to create them from scratch.

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Collaborate: KM Team
B e s t Pr a c t i c e S h a r i n g Opportunity Opportunity Development Negotiate Creation Evaluation & Bid & Close Delivery

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Capture

Capture

Stan Garfield People Communications

Project Profile

Win/ loss Lessons Learned

Submit

Close-out Lessons Learned

Submit

Project Profile (new)

Update

Win/ Loss Lessons Bid Collateral Project Profile (updated)

Update

Close-out Lessons Delivery Collateral Win/ Loss Lessons Bid Collateral Project Profile (updated)

Marcus Funke Process Project Management

Bernard Hennecker Communities User Interface

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Submit

Andrew Gent Technology Architecture

Learn
Read

Attend

Watch
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Listen

Knowledge Management Mission

The mission of the HP Services Knowledge Management program is to institutionalize knowledge creation, sharing, and reuse to:
Increase our win rate Drive down sales and delivery costs Increase engagement quality

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Goals of Knowledge Management

Increase orders, revenue, and profits by:

Reusing materials and expertise Avoiding redundant effort Avoiding making the same mistakes twice Taking advantage of existing expertise and experience

Making it easy to find information and resources Communicating important information widely and quickly Promoting standard, repeatable service offerings

Providing methods, tools, templates, examples, & data to streamline selling and delivering Making scarce expertise widely available Showing our customers how we use our knowledge for their benefit Accelerating delivery to our customers

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Stimulating innovation and growth

Enabling HP Services to leverage its size Making our best problem-solving experiences reusable
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Knowledge Management Unified View

PEOPLE
WW KM Team -People -Technology -Process Region KM -KM Lead: 1 per -K-Advisor: 1 per Practice KM -WW Lead: 1 per -Region Lead: 1 per Country KM -KM Lead: 0-1 per -K-Advisor: 0-1 per
WW

PROCESS
Invent
Content Management & Governance Authoring Excellence Program IP creation Invention Disclosure Patents

Capture
Knowledge Capture & Reuse Communities of Practice Best Practice Replication Project Team Collaboration Content Management & Governance

Reuse
Knowledge Capture & Reuse Communities of Practice Best Practice Replication Project Team Collaboration Content Management & Governance

EMEA APJ Americas Practices

TECHNOLO GY Windows SharePoint Services (WSS) SharePoint Portal Server (SPS) UBB.threads (threaded discussions) HP Virtual Rooms (webinars) @hp portal (intranet) Roller (HP blogs) MediaWiki (HPedia) Specialized applications
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METRICS
Participation: The number of employees who participate in Forums (subscriptions, postings, web site visits), divided by the total number of employees Capture: The number of new project profiles in the Project Profile Repository, divided by the number of new projects Reuse: The average amount of reuse reported in new project profiles, averaging Bid & Delivery

Knowledge Management Components

People
culture and values knowledge managers user surveys social networks communities training documentation communications knowledge advisors goals and measurements incentives and rewards

Process
methodologies creation capture reuse lessons learned proven practices collaboration content management
classification

metrics and reporting

management of change workflow valuation social network analysis appreciative inquiry storytelling

Technology
user interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata and tags search engines archiving
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blogs wikis podcasts syndication social software external access workflow applications process automation e-learning subscriptions points tracking reporting

Knowledge N etwork Components

Knowledge Advisors P roject Team Collaboration Assistance in using KM tools, searching for information, and any other KM support Secure collaborative workspaces for project teams (including internal and external users)

Project Profile Repository, P roject Management Project Document Library, Contribution Wizard L ibraries Communities of P ractice Knowledge Briefs Specialized R epositories & Tools Communities of people who come together to share their knowledge on a common topic Repository of field-contributed documents containing insights & nuggets of knowledge Methods, Search, References, Proposals, Collateral, Software Source, Expertise Locator

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PEOPLE: KM Expectations

The Technical Career Path (TCP) and Program Management Career Path (PMCP) require consultants and program managers to share knowledge by becoming knowledge contributors and sharing experience on an ongoing basis

Read documents and take self-paced training

Big Picture Documents User Guides and WBT

KM FAQ How to Record Time Spent on KM Activities KCR Expectations

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PEOPLE: Employee KM Goals

1.

Capture: Capture content and experience from bids and projects (project profiles, lessons learned reports, bid/project documents, solution collateral/service kit content, knowledge briefs)
Reuse: Reuse content and experience in bids and projects (solution collateral/service kit content, lessons learned reports, bid/project documents, knowledge briefs) Participation: Actively participate in at least one community of practice, with special focus on subscribing and posting to Forums

2.

3.

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PEOPLE: KM Stars Tell Their Stories

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PEOPLE: KM Stars Incentive Points System

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PEOPLE: Authoring Excellence Program

Rewards HPS personnel who help raise customer awareness of HP Services capabilities through the publication of white papers, articles, and books, or who give presentations to recognized industry forums

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PEOPLE: Innovation Incentive Program

The primary objective is to increase the number and quality of Invention Disclosures submitted to the Legal Department, thereby resulting in more and higher quality patents and a stronger patent portfolio for HP

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PEOPLE: Knowledge Advisors

Application Consultancy
Advise on using collaborative workspaces Advise on using the Knowledge Network

Reusable Collateral
Assist in locating reusable collateral Assist in searching for information to meet proposal deadlines or when the user is not connected to the HP network

Connect to Knowledge Sources

Assist in locating relevant knowledge sources Direct feedback to the right person within the KM team

Knowledge Capture & Reuse Support

Assist users in project profile creation Evaluate submitted project profiles, and follow up to improve quality

Training & Communication and User Support

Host webinars and walkthroughs on the Knowledge Network Communicate Knowledge Network information as appropriate Assist with collaboration and community usage

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PEOPLE: Knowledge Advisors Page

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PEOPLE: Communities

@hp Portal
Knowledge Network

Professions
Learning & Development driven Develop members to fit into a particular role, be proficient in this role, and be able to deliver services from within that role Motivation: master the profession

Professions
Solution Communities

Specialty Forums Communities are groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their understanding and knowledge of this area by interacting on an ongoing basis. Professions are communities of practice with the richest set of activities, governance, and structure. Solution Communities are for HPS portfolio solutions that do not currently map to any of the Professions they can evolve to become Professions. Specialty Forums are for niche topics that dont require formal communities but need threaded discussions for collaboration they can evolve to become communities.
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Solution Communities
Focused on the particular topic Various roles can participate Passion is focused on developing, selling, and delivering a specific solution set and becoming very knowledgeable about the topic Motivation: sell and deliver expertly

Specialty Forums
Loosely connected groups of people who want to learn about a particular topic No commitment in terms of delivering something together

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PEOPLE: HP Professions Program

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PEOPLE: HP Professions Example

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PEOPLE: Social Networking

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PROCESS: HP Services Knowledge Flow

Knowledge from HP/ Outside HP

Customer Engagement
Reuse Invent Capture

Value to Customer

Roadmap
KM Measures Reinforcing Behavior

HP Services Knowledge

Tacit

Knowledge in People

Knowledge in Repositories and Collaborative Workspaces

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Other HP Knowledge

KCR Process and Policy

Explicit

PROCESS: Customer Engagement Roadmap

Selling Stage Understand Customer Validate Opportunity Identify Opportunity Qualify Opportunity Opportunity Develop & Develop & Propose Negotiate Negotiate & Close & Close Won Implement & Ensure & Deploy Won & Expand Extend & Expand

Roadmap Stage

Opportunity Creation

Opportunity Evaluation

Development & Bid

Negotiate & Close

Delivery

SOAR Events

Opportunity Assessment Approval Opportunity Profile, Lead Manager & Bid Sponsor

Bid Approval

Ts & Cs Approval

Scope Change Approval SOW/SLA Delivery, Scope Change, Risk Management, Up sell & Renewal

Key Deliverables

Opportunity Plan & Initial Bid Plan

Solution & Bid

Contract & Order

Program and Account Reviews

Opportunity Qualification

Bid Assurance

OS Account, Start-up, Win/Loss Delivery Status, Detailed Delivery & Closeout

Project KM Content Project Profile Proposal SOW, Project Plan

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SOW, Project Plan

Win/Loss Win/Loss Review Review

Lessons Snapshot, Learned Lessons Learned

Close-Out Close-Out Report Report

PROCESS: Knowledge Capture & Reuse

B e s t Pr a c t i c e S h a r i n g Opportunity Creation Opportunity Evaluation Development & Bid Negotiate & Close

Delivery

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Capture

Capture

Project Profile

W in/ loss Lessons Learned

Submit

Close-out Lessons Learned

Submit

Submit

Project Profile (new)

Update

W in/ Loss Lessons Bid Collateral Project Profile (updated)

Update

Close-out Lessons Delivery Collateral W in/ Loss Lessons Bid Collateral Project Profile (updated)

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PROCESS: KM Metrics Dashboard

Capture
The number of new projects recorded in the PPR as a percentage of all new projects booked. Goal: 80%
Participation 50%

Reuse
The average amount of project content that was reused by new projects entered into the PPR for this month. Goal: 45%

61%

PPR Usage

The number of employees who reviewed one or more project profiles from the PPR this month, as a percentage of total C&I population. Goal: 20%

Portal Usage 40%

76% 23%

Capture 80%

Portal Usage
The number of employees who visited one or more practice portals looking for official content this month, as a percentage of total C&I population. Goal: 40% 14%

34%
Reuse 45%

Participation
The number of employees who participated in the forums (either online or as a subscriber) this month, as a percentage of total C&I population. Goal: 50%
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PPR Usage 20%

TECHNOLOGY: Overall KM Architecture

@HP TSG

Intranet

HPS

The HPS KM environment is organized into 3 layers:

Intranet sites Community portals Team collaboration spaces

Communities

Teams
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TECHNOLOGY: Knowledge Network

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Knowledge Network A-Z Index

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Engagement Knowledge Map

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Engagement Knowledge Map (continued)

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Simple Guide to KM

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Knowledge Network Search Tips

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Knowledge Network Remote Access

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Project Team Collaboration

Project teams should collaborate during the project lifecycle Windows SharePoint Services (WSS)
Provides support for web-based team collaboration Server-based secure spaces that are accessible from a web browser or the desktop online, with no client software Standard templates provided for projects New functions can be added and the home page is easily customized Create Team Spaces through self-services Training User Guides External access for partners and customers

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Creating a WSS Team Space

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Creating a WSS Team Space (continued)

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Creating a WSS Team Space (continued)

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Windows SharePoint Services Project Team Space Example

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Windows SharePoint Services Internal Team Space Example

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SharePoint Portal Server

Provides support for Community of Practice spaces, and also for key knowledge repositories. Provides easy access to server-based secure spaces that are accessible from a web browser or the desktop. New functions can be added to the space and the home page is easily customized.

Content can be added and managed by subject matter experts; no need for librarians or gatekeepers (although approvals can be used).

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SharePoint Portal Server Example Practice Portal

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Web Publishing Center and SharePoint: Industry Practice Portal

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Project Profile Repository

Each project we bid on, win and deliver should have a profile in the repository that can be readily searched, based on industry, customer, or market offering Profiles are simple and easy to enter To create a profile, in the lower middle of the page under Adding a Profile click on Add an item

Enter the information in the form Include contact information for more information on the project under Team List Enter as much information as is available, then click on Save and Close at the top of page

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Project Profile Repository

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Project Profile Submission Form

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Project Profile Submission Form (continued)

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Project Profile Repository Browse by Country

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Project Profile Repository Browse by Industry

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Project Profile Repository Browse by Market Offering

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Project Profile Repository Example of a Profile

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Project Profile Repository Example of a Profile (continued)

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Project Document Library & Contribution Wizard

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Community Directory

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HP Forums Threaded Discussions

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HP Forums

Ad hoc threaded discussions Users can participate either by the Web or by email, and read by RSS Members interact with other people interested in a particular topic Ask questions, provide answers, share ideas, communicate trends There are forums for each of the Professions and Solution Communities, as well as many other subjects

Web Thread

Email Thread

RSS Feed

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Ask the Expert

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Knowledge Briefs

Knowledge briefs are exactly that: short but detailed snippets of information on a variety of topics, whether they be aspects of established technologies or overviews of the latest IT trend. The purpose of knowledge briefs is to share information quickly, passing along insights, tips and tricks, and other nuggets of knowledge to other HP employees.
Awards are given to frequent knowledge brief contributors

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Knowledge Briefs Viewer

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Knowledge Brief Example

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HP Global Method

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HP Global Method HPS Methodology Catalogue

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HP Global Method Process Library

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HP Global Method PM Project Management Methodology

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HP Reference2Win Program Submit a Win

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HP Reference2Win Program Advanced Search

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Tacit Knowledge Sharing: Winning the Bid Forum and HPS Podcast

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HP Services Portfolio

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HP MarketVision Market Research

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books24x7 (via HP Labs) Online Access to IT & Business Books

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HP Virtual Rooms

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Grow @hp (e-learning)

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Software: GDAS Reuse Portal and CME IP Asset Catalogue

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Expertise Locator Find Consultant in Resource Management MarketPlace

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Knowledge Network News (monthly)

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Test your knowledge: Which Web 2.0 tool would you use for each of these?
Share 1. Publish your insights 2. Tag your favorite web sites so that others can also benefit Innovate 3. Improve upon a document with a group of colleagues 4. Meet new people to brainstorm and develop new ideas Reuse Find market research to use in a presentation 6. Link to the good ideas of thought leaders, and expand upon them Collaborate 7. Ask for help from others
5.

Find people with similar interests Learn 9. Listen to an interview with an expert 10. Find out what the consensus position is on a given topic
8.
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Web 1.0: Searchable Web (single starting point)

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Web 2.0: Threaded Discussions HP Forums

Web Thread

RSS Feed
Email Thread

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Web 2.0: Wiki - HPedia

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Web 2.0: Blog - Knowledge Sharing Weekly

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Web 2.0: Podcast - HPS OnPoint

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Web 2.0: Social Networking Sites

Facebook

LinkedIn

me@hp

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Web 2.0: Social Bookmarks (like del.icio.us)

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Web 2.0: Virtual Worlds Second Life

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Test your knowledge: Answers

Share 1. Publish your insights - Blog 2. Tag your favorite web sites so that others can also benefit - Social bookmarks Innovate 3. Improve upon a document with a group of colleagues - Wiki 4. Meet new people to brainstorm and develop new ideas - Virtual world Reuse

Find market research - Search engine 6. Link to the good ideas of thought leaders, and expand upon them - Blog Collaborate 7. Ask for help from others - Threaded discussion 8. Find people with similar interests - Social networking site Learn 9. Listen to an interview with an expert - Podcast 10. Find out what the consensus position is on a given topic - Wiki
5.
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Web 2.0: Pligg (like Digg)

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Web 2.0: WaterCooler

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Web 2.0: Uncut (like YouTube)

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Learning More: Ark Group Report

http://www.ark-group.com/home/publication.asp

Source: Ark Group

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Learning More: KM Home Page http://stangarfield.googlepages.com/

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Learning More: KM Blog http://www.hp.com/blogs/garfield

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