CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001 1 Swiss Life’s...

1CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001

Swiss Life’s Corporate Knowledge Management Strategy

Facilitating a Corporate-Wide

Knowledge Sharing Community

Ulrich Reimer

Corporate IT R&D

Swiss Life


Overview

1. Core elements of Swiss Life’s corporate KM strategy

2. Skunk work or big bang?

3. The dimensions of knowledge sharing

4. Facilitating knowledge sharing across business units

5. Outlook


Goals and results:

• involvement of top management chair of the corporate board involved

• creation of a KM vision created and officially approved

• start with small, clear-cut projects (message: “KM is no hype”) 6 projects launched

Approval of strategy in July 2000



Swiss Life Knowledge Management Vision

“At all levels of the Group, knowledge is treated as one

of the most valuable assets.

Swiss Life systematically cultivates Knowledge Management in order

to realise a lasting competitive advantage.

The impact of Knowledge Management is made visible by a

systematic evaluation and rating of Swiss Life's

intellectual capital.”



The first KM projects

• description of the major products and services of Swiss Life Group

• community of practice CRM

• contact management for key customers

• skills management

• terminology-based search engine for the IAS document

• set up reporting on Swiss Life Knowledge Management



Project List of Swiss Life Solutions

CC/DEVKM



Draw up a list of the most important services and products offered by Swiss Life to create internal and external transparency on solutions provided by Swiss Life.

Objectives:

Results:

Three perspectives: Countries, Brands, Solutions

Customers are guided to the products and services.



• Brands

• Countries

• SolutionsVorsorge- und

Lebensversicherungslösungen für Einzelpersonen und

Familien, länderspezifische und internationale Lösungen

Sachversicherungen• Haftpflicht usw. • Krankengeld• Diebstahl• Motorfahrzeug

Anlageberatung, Private Banking, alle Bankgeschäfte,

Vermögensverwaltung, Hypotheken, Vermietung von

Liegenschaften

Unternehmensberatung, Treu-handlösungen, Rechts- und Steuerberatung, Beratung in

allen Versicherungs- und Vermögensfragen

Vorsorge- und Personal-versicherungslösungen für nationale und internationale

Firmen

Asset Management,Investitions-Management, Kauf, Verkauf und Bewirt-

schaftung von Liegenschaften für institutionelle Anleger

SLAMusw.



Project Community of Practice “Customer Relationship Management”

CC/DEVKM



Create a network of people involved in CRM to produce synergies and avoid parallelisms.

Results:

• 15 CRM projects and initiatives within Swiss Life identified

• extensive exchange, the community is forming

• supported by a newsgroup on the corporate extranet

Objectives:



Project Contact Management

CC/DEVKM, CC/ITRD



Objectives:

coordinate corporate-wide contacts with key customers of Swiss

Contact management application on the corporate extranet:

• provides a simple way to get an overview of all important contacts

• provides links to information about the customer

Results:



Project Skills Management

CC/ITRD



Objectives:People-Finder

?

Gap Analysis

HR Development Intellectual Capital



Project Terminology-Based Search Engine for the IAS document

CC/ITRD



Objectives:make the 1000 pages information about

IAS on the

corporate extranet searchable

only means of access is a Table of

Contents simple keyword search causes problems due to strict terminology



account


Set up Reporting on Swiss Life Knowledge Management

CC/DEVKM, CC/ITRD

• article in employee newsletter

• presentations to the corporate board, CEOs

• regular information to the chair of the corporate board

• KM community meetings


CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001 1 Swiss Life’s...

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