Knowledge Management in the Real World
10
Knowledge Management
in the Real World
Lecture given at Lawrence Technological University
Stan Garfeld
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 organization’s 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 fow
− to the right people
− at the right time
− so they can act more efciently and efectively
2
20 Oct 2007
Why manage knowledge?
1. Prevent redundant efort
Invent when
needed…
But don’t
reinvent the
wheel!
3
20 Oct 2007
Why manage knowledge?
2. Avoid repeating past
mistakes
4
20 Oct 2007
Why manage knowledge?
3. Take advantage of what others already know
5
20 Oct 2007
How to Do Knowledge
Management
1.
2.
3.
4.
6
Share what you have
learned, created, and
proved
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
20 Oct 2007
Share
Ask questions and
request help – others
will beneft from the
answers
• Answer questions and
provide help – being the
white knight is
gratifying
• Ofer tips, insights, and
useful links – pay it
forward, build your
reputation
•
7
20 Oct 2007
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.
•
8
20 Oct 2007
Innovate: HP Social
Network
9
20 Oct 2007
Reuse: HP Proposal Web and
Presentation Builder
•
•
10
20 Oct 2007
This slide and many
others are reused
from existing
presentations.
Think of how much
work it would take to
create them from
Collaborate: KM Team
B e s t P r a c ti c e S h a r i n g
Opportunity Opportunity Development Negotiate
Creation Evaluation
& Bid
& Close
Reuse
Reuse
Reuse
Reuse
Delivery
Reuse
Reuse
Capture
Stan Garfeld
• People
• Communications
Bernard Hennecker
• Communities
• User Interface
11
20 Oct 2007
Project Profle
(new)
Capture
Win/ loss
Lessons
Learned
Project
Profle
Update
Win/ Loss Lessons
Bid Collateral
Project Profle
(updated)
Reuse
Close-out
Lessons
Learned
Update
Marcus Funke
• Process
• Project Managemen
Close-out Lessons
Delivery Collateral
Win/ Loss Lessons
Bid Collateral
Project Profle
(updated)
Andrew
Gent
• Technolog
Learn
Read
Attend
Watch
12
20 Oct 2007
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
13
20 Oct 2007
Goals of Knowledge Management
Increase orders, revenue, and profts by:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
14
Reusing materials and expertise
Avoiding redundant efort
Avoiding making the same mistakes twice
Taking advantage of existing expertise and experience
Making it easy to fnd information and resources
Communicating important information widely and quickly
Promoting standard, repeatable service oferings
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 beneft
Accelerating delivery to our customers
Stimulating innovation and growth
Enabling HP Services to leverage its size
Making our best problem-solving experiences reusable
20 Oct 2007
Knowledge Management Unifed View
PROCESS
PEOPLE
WW KM Team
-People Technology
-Process
Region KM
-KM Lead: 1 per
-K-Advisor: 1 per
•
•
EMEA
APJ
Americas
Practice KM
- WW Lead: 1 per
- Region Lead: 1 per
Country KM
-KM Lead: 0-1 per
-K-Advisor: 0-1 per
TECHNOLOG
•Y 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
15
20 Oct 2007
Invent
WW
Practices
•
•
•
Content
Management &
Governance
Authoring
Excellence
Program
IP creation
Invention
Disclosure
Patents
METRICS
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
• 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
profles in the Project Profle Repository,
divided by the number of new projects
• Reuse: The average amount of reuse
reported in new project profles,
averaging Bid & Delivery
Knowledge Management
Components
People
culture and values
knowledge managers
user surveys
social networks
communities
training
documentation
communications
Process
knowledge advisors
goals and
measurement
s
incentives and
rewards
methodologies
creation
capture
reuse
lessons learned
proven practices
collaboration
content management
Technology
user interface
intranet
team spaces
virtual meeting rooms
portals
repositories
threaded discussions
expertise locators
metadata and tags
search engines
archiving
16
20 Oct 2007
blogs
wikis
podcasts
syndication
social software
external access
workfow applications
process automation
e-learning
subscriptions
points tracking
reporting
classifcation
metrics and reporting
management of change
workfow
valuation
social network analysis
appreciative inquiry
storytelling
Knowledge Network Components
Knowledge Advisors
Assistance in using KM tools, searching for
information, and any other KM support
Project Team
Collaboration
Secure collaborative workspaces for project
teams (including internal and external users)
Project Profle Repository,
Project Management
Project Document Library, Contribution Wizard
Libraries
17
Communities of
Practice
Communities of people who come together to
share their knowledge on a common topic
Knowledge Briefs
Repository of feld -contributed documents
containing insights & nuggets of knowledge
Specialized
Repositories & Tools
Methods, Search, References, Proposals,
Collateral, Software Source, Expertise Locator
20 Oct 2007
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
•
•
−
−
−
−
−
18
Big Picture Documents
User Guides and WBT
KM FAQ
How to Record Time Spent on KM Activities
KCR Expectations
20 Oct 2007
PEOPLE: Employee KM Goals
1.
2.
3.
19
Capture: Capture content and experience
from bids and projects (project profles,
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
20 Oct 2007
PEOPLE: KM Stars Tell Their Stories
20
20 Oct 2007
PEOPLE: KM Stars Incentive Points
System
21
20 Oct 2007
PEOPLE: Authoring Excellence
Program
•
22
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
20 Oct 2007
PEOPLE: Innovation Incentive
Program
•
23
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
20 Oct 2007
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 profle creation
− Evaluate submitted project profles, 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
24
20 Oct 2007
PEOPLE: Knowledge Advisors
Page
25
20 Oct 2007
Knowledge
Network
@hp Portal
• Professions
PEOPLE: Communities
− Learning & Development
Professions
Solution Communities
Communities
are groups
of
Specialty
Forums
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 don’t require formal
communities but need threaded
discussions for collaboration –
they
can evolve to become
26
20 Oct 2007
communities.
•
driven
− Develop members to ft into
a particular role, be
profcient in this role, and be
able to deliver services from
within that role
− Motivation: master the
profession
•
Solution Communities
− Focused on the particular
topic
− Various roles can participate
− Passion is focused on
developing, selling, and
delivering a specifc 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
PEOPLE: HP Professions
Program
27
20 Oct 2007
PEOPLE: HP Professions – Example
28
20 Oct 2007
PEOPLE: Social Networking
29
20 Oct 2007
PROCESS: HP Services Knowledge Flow
Knowledge from HP/
Outside HP
Customer
Engagement
Reuse
Invent
Value to Customer
Capture
30
20 Oct 2007
Knowledge in
Repositories and
Collaborative
Workspaces
Other HP Knowledge
Tacit
Knowledge in
People
Explicit
KM Measures
Reinforcing
Behavior
HP Services Knowledge
Roadmap
KCR Process
and Policy
PROCESS: Customer Engagement
Roadmap
Selling
Stage
Understand
Customer
Roadmap
Stage
Validate
Opportunity
Identify
Opportunity
Qualify
Opportunity
Opportunity
Opportunity
Creation
Opportunity
Evaluation
Program and Account
Reviews
Opportunity
Profile, Lead
Manager &
Bid Sponsor
Opportunity
Plan & Initial
Bid Plan
Opportunity
Qualification
Project KM Content Project Profle Proposal
SOW,
Project Plan
31
20 Oct 2007
Development
& Bid
Opportunity
Assessment
Approval
SOAR Events
Key
Deliverables
Develop &
Develop &
Propose
Won
&Expand
Extend
& Expand
Delivery
Scope
Change
Approval
Ts & Cs
Approval
Contract
& Order
Bid
Assurance
Won
Implement
& Ensure
& Deploy
Negotiate
& Close
Bid
Approval
Solution
& Bid
SOW,
Project Plan
Negotiate
Negotiate
& Close
& Close
SOW/SLA Delivery,
Scope Change,
Risk Management,
Up sell & Renewal
OS Account, Start-up,
Win/Loss Delivery Status, Detailed
Delivery & Closeout
Win/Loss
Win/Loss
Review
Review
Lessons
Snapshot,
Learned
Lessons
Learned
Close-Out
Close-Out
Report
Report
PROCESS: Knowledge Capture &
Reuse
B e st P r a c ti c e S h a r i n g
Opportunity Opportunity
Creation
Evaluation
Reuse
Development Negotiate
& Bid
& Close
Reuse
Reuse
Reuse
Delivery
Reuse
Reuse
Capture
Project Profle
(new)
32
20 Oct 2007
Capture
Win/ loss
Lessons
Learned
Project
Profle
Update
W in/ Loss Lessons
Bid Collateral
Project Profle
(updated)
Reuse
Close-out
Lessons
Learned
Update
Close-out Lessons
Delivery Collateral
Win/ Loss Lessons
Bid Collateral
Project Profle
(updated)
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
•
61%
The average amount of
project content that was
reused by new projects
entered into the PPR for this
month. Goal: 45%
PPR Usage
•
Portal Usage
40%
76%
The number of employees
who reviewed one or more
project profles from the PPR
this month, as a percentage
of total C&I population. Goal:
20%
23%
Portal Usage
•
The number of employees
who visited one or more
practice portals looking for
ofcial content this month, as
a percentage of total C&I
population. Goal: 40%
Participation
•
33
The number of employees
who participated in the
forums (either online or as a
20 Oct 2007
subscriber) this month, as a
14%
PPR Usage
20%
34%
Reuse
45%
Capture
80%
TECHNOLOGY: Overall KM Architecture
@HP
TSG
HPS
Intranet
Communities
Teams
34
20 Oct 2007
…
•
The HPS KM environment
is organized into 3 layers:
− Intranet sites
− Community portals
− Team collaboration spaces
TECHNOLOGY: Knowledge Network
35
20 Oct 2007
Knowledge Network – A-Z Index
36
20 Oct 2007
Engagement Knowledge Map
37
20 Oct 2007
Engagement Knowledge Map
(continued)
38
20 Oct 2007
Simple Guide to KM
39
20 Oct 2007
Knowledge Network Search Tips
40
20 Oct 2007
Knowledge Network – Remote
Access
41
20 Oct 2007
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
42
20 Oct 2007
Creating a WSS Team Space
43
20 Oct 2007
Creating a WSS Team Space
(continued)
44
20 Oct 2007
Creating a WSS Team Space
(continued)
45
20 Oct 2007
Windows SharePoint Services –
Project Team Space Example
46
20 Oct 2007
Windows SharePoint Services –
Internal Team Space Example
47
20 Oct 2007
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).
48
20 Oct 2007
SharePoint Portal Server – Example Practice Portal
49
20 Oct 2007
Web Publishing Center and SharePoint:
Industry Practice Portal
50
20 Oct 2007
Project Profle Repository
•
•
•
•
•
•
Each project we bid on, win and deliver should have
a profle in the repository that can be readily
searched, based on industry, customer, or market
ofering
Profles are simple and easy to enter
To create a profle, in the lower middle of the page
under “Adding a Profle“ 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
51
20 Oct 2007
Project Profle Repository
52
20 Oct 2007
Project Profle Submission Form
53
20 Oct 2007
Project Profle Submission Form
(continued)
54
20 Oct 2007
Project Profle Repository – Browse by
Country
55
20 Oct 2007
Project Profle Repository – Browse by
Industry
56
20 Oct 2007
Project Profle Repository – Browse by Market
Ofering
57
20 Oct 2007
Project Profle Repository – Example of a
Profle
58
20 Oct 2007
Project Profle Repository – Example of a Profle
(continued)
59
20 Oct 2007
Project Document Library & Contribution Wizard
60
20 Oct 2007
Community Directory
61
20 Oct 2007
HP Forums – Threaded
Discussions
62
20 Oct 2007
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
Email Thread
Web
Thread
RSS Feed
Communities, as well as many other subjects
•
63
20 Oct 2007
Ask the Expert
64
20 Oct 2007
Knowledge Briefs
•
•
•
65
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
20 Oct 2007
Knowledge Briefs Viewer
66
20 Oct 2007
Knowledge Brief – Example
67
20 Oct 2007
HP Global Method
68
20 Oct 2007
HP Global Method – HPS Methodology Catalogue
69
20 Oct 2007
HP Global Method – Process Library
70
20 Oct 2007
HP Global Method PM – Project Management
Methodology
71
20 Oct 2007
HP Reference2Win Program – Submit a Win
72
20 Oct 2007
HP Reference2Win Program – Advanced
Search
73
20 Oct 2007
Tacit Knowledge Sharing:
Winning the Bid Forum and HPS Podcast
74
20 Oct 2007
HP Services Portfolio
75
20 Oct 2007
HP MarketVision – Market
Research
76
20 Oct 2007
books24x7 (via HP Labs) –
Online Access to IT & Business Books
77
20 Oct 2007
HP Virtual Rooms
78
20 Oct 2007
Grow @hp (e-learning)
79
20 Oct 2007
Software: GDAS Reuse Portal and
CME IP Asset Catalogue
80
20 Oct 2007
Expertise Locator – Find Consultant in
Resource Management MarketPlace
81
20 Oct 2007
Knowledge Network News
(monthly)
82
20 Oct 2007
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 beneft
Innovate
3.
Improve upon a document with a group of colleagues
4.
Meet new people to brainstorm and develop new ideas
Reuse
5.
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
8.
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
83
20 Oct 2007
Web 1.0: Searchable Web (single starting
point)
84
20 Oct 2007
Web 2.0: Threaded Discussions – HP
Forums
Web Thread
RSS Feed
Email Thread
85
20 Oct 2007
Web 2.0: Wiki - HPedia
86
20 Oct 2007
Web 2.0: Blog - Knowledge Sharing
Weekly
87
20 Oct 2007
Web 2.0: Podcast - HPS OnPoint
88
20 Oct 2007
Web 2.0: Social Networking Sites
Facebook
LinkedIn
me@hp
89
20 Oct 2007
Web 2.0: Social Bookmarks (like
del.icio.us)
90
20 Oct 2007
Web 2.0: Virtual Worlds – Second
Life
91
20 Oct 2007
Test your knowledge:
Answers
Share
1.
Publish your insights - Blog
2.
Tag your favorite web sites so that others can also beneft - 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
5.
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
92
20 Oct 2007
Web 2.0: Pligg (like Digg)
93
20 Oct 2007
Web 2.0: WaterCooler
94
20 Oct 2007
Web 2.0: Uncut (like YouTube)
95
20 Oct 2007
Learning More: Ark Group Report
http://www.ark-group.com/home/publication.a
sp
96
20 Oct 2007
Source: Ark Group
Learning More: KM Home Page
http://stangarfeld.googlepages.com
/
97
20 Oct 2007
Learning More: KM Blog
http://www.hp.com/blogs/garfeld
98
20 Oct 2007
99
20 Oct 2007
Knowledge Management
in the Real World
Lecture given at Lawrence Technological University
Stan Garfeld
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 organization’s 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 fow
− to the right people
− at the right time
− so they can act more efciently and efectively
2
20 Oct 2007
Why manage knowledge?
1. Prevent redundant efort
Invent when
needed…
But don’t
reinvent the
wheel!
3
20 Oct 2007
Why manage knowledge?
2. Avoid repeating past
mistakes
4
20 Oct 2007
Why manage knowledge?
3. Take advantage of what others already know
5
20 Oct 2007
How to Do Knowledge
Management
1.
2.
3.
4.
6
Share what you have
learned, created, and
proved
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
20 Oct 2007
Share
Ask questions and
request help – others
will beneft from the
answers
• Answer questions and
provide help – being the
white knight is
gratifying
• Ofer tips, insights, and
useful links – pay it
forward, build your
reputation
•
7
20 Oct 2007
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.
•
8
20 Oct 2007
Innovate: HP Social
Network
9
20 Oct 2007
Reuse: HP Proposal Web and
Presentation Builder
•
•
10
20 Oct 2007
This slide and many
others are reused
from existing
presentations.
Think of how much
work it would take to
create them from
Collaborate: KM Team
B e s t P r a c ti c e S h a r i n g
Opportunity Opportunity Development Negotiate
Creation Evaluation
& Bid
& Close
Reuse
Reuse
Reuse
Reuse
Delivery
Reuse
Reuse
Capture
Stan Garfeld
• People
• Communications
Bernard Hennecker
• Communities
• User Interface
11
20 Oct 2007
Project Profle
(new)
Capture
Win/ loss
Lessons
Learned
Project
Profle
Update
Win/ Loss Lessons
Bid Collateral
Project Profle
(updated)
Reuse
Close-out
Lessons
Learned
Update
Marcus Funke
• Process
• Project Managemen
Close-out Lessons
Delivery Collateral
Win/ Loss Lessons
Bid Collateral
Project Profle
(updated)
Andrew
Gent
• Technolog
Learn
Read
Attend
Watch
12
20 Oct 2007
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
13
20 Oct 2007
Goals of Knowledge Management
Increase orders, revenue, and profts by:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
14
Reusing materials and expertise
Avoiding redundant efort
Avoiding making the same mistakes twice
Taking advantage of existing expertise and experience
Making it easy to fnd information and resources
Communicating important information widely and quickly
Promoting standard, repeatable service oferings
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 beneft
Accelerating delivery to our customers
Stimulating innovation and growth
Enabling HP Services to leverage its size
Making our best problem-solving experiences reusable
20 Oct 2007
Knowledge Management Unifed View
PROCESS
PEOPLE
WW KM Team
-People Technology
-Process
Region KM
-KM Lead: 1 per
-K-Advisor: 1 per
•
•
EMEA
APJ
Americas
Practice KM
- WW Lead: 1 per
- Region Lead: 1 per
Country KM
-KM Lead: 0-1 per
-K-Advisor: 0-1 per
TECHNOLOG
•Y 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
15
20 Oct 2007
Invent
WW
Practices
•
•
•
Content
Management &
Governance
Authoring
Excellence
Program
IP creation
Invention
Disclosure
Patents
METRICS
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
• 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
profles in the Project Profle Repository,
divided by the number of new projects
• Reuse: The average amount of reuse
reported in new project profles,
averaging Bid & Delivery
Knowledge Management
Components
People
culture and values
knowledge managers
user surveys
social networks
communities
training
documentation
communications
Process
knowledge advisors
goals and
measurement
s
incentives and
rewards
methodologies
creation
capture
reuse
lessons learned
proven practices
collaboration
content management
Technology
user interface
intranet
team spaces
virtual meeting rooms
portals
repositories
threaded discussions
expertise locators
metadata and tags
search engines
archiving
16
20 Oct 2007
blogs
wikis
podcasts
syndication
social software
external access
workfow applications
process automation
e-learning
subscriptions
points tracking
reporting
classifcation
metrics and reporting
management of change
workfow
valuation
social network analysis
appreciative inquiry
storytelling
Knowledge Network Components
Knowledge Advisors
Assistance in using KM tools, searching for
information, and any other KM support
Project Team
Collaboration
Secure collaborative workspaces for project
teams (including internal and external users)
Project Profle Repository,
Project Management
Project Document Library, Contribution Wizard
Libraries
17
Communities of
Practice
Communities of people who come together to
share their knowledge on a common topic
Knowledge Briefs
Repository of feld -contributed documents
containing insights & nuggets of knowledge
Specialized
Repositories & Tools
Methods, Search, References, Proposals,
Collateral, Software Source, Expertise Locator
20 Oct 2007
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
•
•
−
−
−
−
−
18
Big Picture Documents
User Guides and WBT
KM FAQ
How to Record Time Spent on KM Activities
KCR Expectations
20 Oct 2007
PEOPLE: Employee KM Goals
1.
2.
3.
19
Capture: Capture content and experience
from bids and projects (project profles,
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
20 Oct 2007
PEOPLE: KM Stars Tell Their Stories
20
20 Oct 2007
PEOPLE: KM Stars Incentive Points
System
21
20 Oct 2007
PEOPLE: Authoring Excellence
Program
•
22
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
20 Oct 2007
PEOPLE: Innovation Incentive
Program
•
23
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
20 Oct 2007
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 profle creation
− Evaluate submitted project profles, 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
24
20 Oct 2007
PEOPLE: Knowledge Advisors
Page
25
20 Oct 2007
Knowledge
Network
@hp Portal
• Professions
PEOPLE: Communities
− Learning & Development
Professions
Solution Communities
Communities
are groups
of
Specialty
Forums
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 don’t require formal
communities but need threaded
discussions for collaboration –
they
can evolve to become
26
20 Oct 2007
communities.
•
driven
− Develop members to ft into
a particular role, be
profcient in this role, and be
able to deliver services from
within that role
− Motivation: master the
profession
•
Solution Communities
− Focused on the particular
topic
− Various roles can participate
− Passion is focused on
developing, selling, and
delivering a specifc 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
PEOPLE: HP Professions
Program
27
20 Oct 2007
PEOPLE: HP Professions – Example
28
20 Oct 2007
PEOPLE: Social Networking
29
20 Oct 2007
PROCESS: HP Services Knowledge Flow
Knowledge from HP/
Outside HP
Customer
Engagement
Reuse
Invent
Value to Customer
Capture
30
20 Oct 2007
Knowledge in
Repositories and
Collaborative
Workspaces
Other HP Knowledge
Tacit
Knowledge in
People
Explicit
KM Measures
Reinforcing
Behavior
HP Services Knowledge
Roadmap
KCR Process
and Policy
PROCESS: Customer Engagement
Roadmap
Selling
Stage
Understand
Customer
Roadmap
Stage
Validate
Opportunity
Identify
Opportunity
Qualify
Opportunity
Opportunity
Opportunity
Creation
Opportunity
Evaluation
Program and Account
Reviews
Opportunity
Profile, Lead
Manager &
Bid Sponsor
Opportunity
Plan & Initial
Bid Plan
Opportunity
Qualification
Project KM Content Project Profle Proposal
SOW,
Project Plan
31
20 Oct 2007
Development
& Bid
Opportunity
Assessment
Approval
SOAR Events
Key
Deliverables
Develop &
Develop &
Propose
Won
&Expand
Extend
& Expand
Delivery
Scope
Change
Approval
Ts & Cs
Approval
Contract
& Order
Bid
Assurance
Won
Implement
& Ensure
& Deploy
Negotiate
& Close
Bid
Approval
Solution
& Bid
SOW,
Project Plan
Negotiate
Negotiate
& Close
& Close
SOW/SLA Delivery,
Scope Change,
Risk Management,
Up sell & Renewal
OS Account, Start-up,
Win/Loss Delivery Status, Detailed
Delivery & Closeout
Win/Loss
Win/Loss
Review
Review
Lessons
Snapshot,
Learned
Lessons
Learned
Close-Out
Close-Out
Report
Report
PROCESS: Knowledge Capture &
Reuse
B e st P r a c ti c e S h a r i n g
Opportunity Opportunity
Creation
Evaluation
Reuse
Development Negotiate
& Bid
& Close
Reuse
Reuse
Reuse
Delivery
Reuse
Reuse
Capture
Project Profle
(new)
32
20 Oct 2007
Capture
Win/ loss
Lessons
Learned
Project
Profle
Update
W in/ Loss Lessons
Bid Collateral
Project Profle
(updated)
Reuse
Close-out
Lessons
Learned
Update
Close-out Lessons
Delivery Collateral
Win/ Loss Lessons
Bid Collateral
Project Profle
(updated)
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
•
61%
The average amount of
project content that was
reused by new projects
entered into the PPR for this
month. Goal: 45%
PPR Usage
•
Portal Usage
40%
76%
The number of employees
who reviewed one or more
project profles from the PPR
this month, as a percentage
of total C&I population. Goal:
20%
23%
Portal Usage
•
The number of employees
who visited one or more
practice portals looking for
ofcial content this month, as
a percentage of total C&I
population. Goal: 40%
Participation
•
33
The number of employees
who participated in the
forums (either online or as a
20 Oct 2007
subscriber) this month, as a
14%
PPR Usage
20%
34%
Reuse
45%
Capture
80%
TECHNOLOGY: Overall KM Architecture
@HP
TSG
HPS
Intranet
Communities
Teams
34
20 Oct 2007
…
•
The HPS KM environment
is organized into 3 layers:
− Intranet sites
− Community portals
− Team collaboration spaces
TECHNOLOGY: Knowledge Network
35
20 Oct 2007
Knowledge Network – A-Z Index
36
20 Oct 2007
Engagement Knowledge Map
37
20 Oct 2007
Engagement Knowledge Map
(continued)
38
20 Oct 2007
Simple Guide to KM
39
20 Oct 2007
Knowledge Network Search Tips
40
20 Oct 2007
Knowledge Network – Remote
Access
41
20 Oct 2007
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
42
20 Oct 2007
Creating a WSS Team Space
43
20 Oct 2007
Creating a WSS Team Space
(continued)
44
20 Oct 2007
Creating a WSS Team Space
(continued)
45
20 Oct 2007
Windows SharePoint Services –
Project Team Space Example
46
20 Oct 2007
Windows SharePoint Services –
Internal Team Space Example
47
20 Oct 2007
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).
48
20 Oct 2007
SharePoint Portal Server – Example Practice Portal
49
20 Oct 2007
Web Publishing Center and SharePoint:
Industry Practice Portal
50
20 Oct 2007
Project Profle Repository
•
•
•
•
•
•
Each project we bid on, win and deliver should have
a profle in the repository that can be readily
searched, based on industry, customer, or market
ofering
Profles are simple and easy to enter
To create a profle, in the lower middle of the page
under “Adding a Profle“ 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
51
20 Oct 2007
Project Profle Repository
52
20 Oct 2007
Project Profle Submission Form
53
20 Oct 2007
Project Profle Submission Form
(continued)
54
20 Oct 2007
Project Profle Repository – Browse by
Country
55
20 Oct 2007
Project Profle Repository – Browse by
Industry
56
20 Oct 2007
Project Profle Repository – Browse by Market
Ofering
57
20 Oct 2007
Project Profle Repository – Example of a
Profle
58
20 Oct 2007
Project Profle Repository – Example of a Profle
(continued)
59
20 Oct 2007
Project Document Library & Contribution Wizard
60
20 Oct 2007
Community Directory
61
20 Oct 2007
HP Forums – Threaded
Discussions
62
20 Oct 2007
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
Email Thread
Web
Thread
RSS Feed
Communities, as well as many other subjects
•
63
20 Oct 2007
Ask the Expert
64
20 Oct 2007
Knowledge Briefs
•
•
•
65
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
20 Oct 2007
Knowledge Briefs Viewer
66
20 Oct 2007
Knowledge Brief – Example
67
20 Oct 2007
HP Global Method
68
20 Oct 2007
HP Global Method – HPS Methodology Catalogue
69
20 Oct 2007
HP Global Method – Process Library
70
20 Oct 2007
HP Global Method PM – Project Management
Methodology
71
20 Oct 2007
HP Reference2Win Program – Submit a Win
72
20 Oct 2007
HP Reference2Win Program – Advanced
Search
73
20 Oct 2007
Tacit Knowledge Sharing:
Winning the Bid Forum and HPS Podcast
74
20 Oct 2007
HP Services Portfolio
75
20 Oct 2007
HP MarketVision – Market
Research
76
20 Oct 2007
books24x7 (via HP Labs) –
Online Access to IT & Business Books
77
20 Oct 2007
HP Virtual Rooms
78
20 Oct 2007
Grow @hp (e-learning)
79
20 Oct 2007
Software: GDAS Reuse Portal and
CME IP Asset Catalogue
80
20 Oct 2007
Expertise Locator – Find Consultant in
Resource Management MarketPlace
81
20 Oct 2007
Knowledge Network News
(monthly)
82
20 Oct 2007
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 beneft
Innovate
3.
Improve upon a document with a group of colleagues
4.
Meet new people to brainstorm and develop new ideas
Reuse
5.
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
8.
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
83
20 Oct 2007
Web 1.0: Searchable Web (single starting
point)
84
20 Oct 2007
Web 2.0: Threaded Discussions – HP
Forums
Web Thread
RSS Feed
Email Thread
85
20 Oct 2007
Web 2.0: Wiki - HPedia
86
20 Oct 2007
Web 2.0: Blog - Knowledge Sharing
Weekly
87
20 Oct 2007
Web 2.0: Podcast - HPS OnPoint
88
20 Oct 2007
Web 2.0: Social Networking Sites
me@hp
89
20 Oct 2007
Web 2.0: Social Bookmarks (like
del.icio.us)
90
20 Oct 2007
Web 2.0: Virtual Worlds – Second
Life
91
20 Oct 2007
Test your knowledge:
Answers
Share
1.
Publish your insights - Blog
2.
Tag your favorite web sites so that others can also beneft - 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
5.
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
92
20 Oct 2007
Web 2.0: Pligg (like Digg)
93
20 Oct 2007
Web 2.0: WaterCooler
94
20 Oct 2007
Web 2.0: Uncut (like YouTube)
95
20 Oct 2007
Learning More: Ark Group Report
http://www.ark-group.com/home/publication.a
sp
96
20 Oct 2007
Source: Ark Group
Learning More: KM Home Page
http://stangarfeld.googlepages.com
/
97
20 Oct 2007
Learning More: KM Blog
http://www.hp.com/blogs/garfeld
98
20 Oct 2007
99
20 Oct 2007