Knowledge Management: A pragmatic and successful approach

Ronald Baan Max Meijers Adviser Search and Big Data Management Consultant Red Data Search Meijers Management Consultancy

Data Management – Information Management – Knowledge Management

Knowledge Management is already here …

2

Transactions Analytics Asset

Management Process

Management Development Innovation and

Creation • Help desk

applications • Customer

service applications

• Data warehouse • Data mining • Trend analysis • CRM • Competitive

intelligence • Brand

intelligence

•  Intellectual property

• Document management

• Knowledge repositories

• Content management

• Benchmarking • Quality

management • Process

improvement • Process

automation

• Skills • Competences • Learning • Teaching • Training

• Communities • Collaboration • Discussion

forums • Networking • Virtual teams • R&D

• Expert systems • Rule indication,

decision trees

• Data analysis and reporting tools

• Web crawlers • Push

technologies

• Document management

• Search engines • Library systems

• Workflow management

• Process modeling

• Computer based training

• Online training

• Groupware • E-mail • Chat • Video

conferencing • Bulletin boards

KM Spectrum People to Content

Explicit knowledge

People to People

Tacit knowledge

… and systems supporting KM are already being deployed

Knowledge Management is already here …

3

Transactions Analytics Asset

Management Process

Management Development Innovation and

Creation • Help desk

applications • Customer

service applications

• Data warehouse • Data mining • Trend analysis • CRM • Competitive

intelligence • Brand

intelligence

•  Intellectual property

• Document management

• Knowledge repositories

• Content management

• Benchmarking • Quality

management • Process

improvement • Process

automation

• Skills • Competences • Learning • Teaching • Training

• Communities • Collaboration • Discussion

forums • Networking • Virtual teams • R&D

• Expert systems • Rule indication,

decision trees

• Data analysis and reporting tools

• Web crawlers • Push

technologies

• Document management

• Search engines • Library systems

• Workflow management

• Process modeling

• Computer based training

• Online training

• Groupware • E-mail • Chat • Video

conferencing • Bulletin boards

KM Spectrum People to Content

Explicit knowledge

People to People

Tacit knowledge

… and systems supporting KM are already being deployed

We are not going to replace everything with 1 new all

singing and dancing system

We are going too improve and optimize existing procedures

and systems and create added value from day 1!

6 building blocks to leverage your KM

Search

§  Offer the convenience of a single point of access for searching and finding knowledge §  Spend less time on searching, improve productivity of employees and quality of their work §  Use explicit knowledge to improve information access

Share

§  Share and disseminate information through the organization §  Always have the right information at the right time free from time and location restrictions §  Get a (common) timely view on all relevant information §  Enable the company to decide faster and better

Collaborate §  Support individuals, teams, BU’s to collaborate effectively §  Find and consult experts: inside and outside the organization §  Create flexibility in teaming: converge and diverge teams easily

Learn

§  Invest in people and their competencies §  Develop a learning and sharing culture, learn from past experiences §  New employees can find their way to knowledge and expertise easily §  Contribute to a better working environment and stronger employees commitment

Capture

§  Identify, capture and protect the organization’s ‘gold’ : best practices and experiences §  Invest in virtual networks, e.g. for professionals, alumni, etc. §  When employees leave the organization, critical knowledge is secured and remains available

Monitor

§  Set clear goals and targets for KM, aligned with the company goals §  Close the loop by monitoring and managing results and effects §  Check supply and demand for KM

6 building blocks to leverage your KM

Search

§  Offer the convenience of a single point of access for searching and finding knowledge §  Spend less time on searching, improve productivity of employees and quality of their work §  Use explicit knowledge to improve information access

Share

§  Share and disseminate information through the organization §  Always have the right information at the right time free from time and location restrictions §  Get a (common) timely view on all relevant information §  Enable the company to decide faster and better

Collaborate §  Support individuals, teams, BU’s to collaborate effectively §  Find and consult experts: inside and outside the organization §  Create flexibility in teaming: converge and diverge teams easily

Learn

§  Invest in people and their competencies §  Develop a learning and sharing culture, learn from past experiences §  New employees can find their way to knowledge and expertise easily §  Contribute to a better working environment and stronger employees commitment

Capture

§  Identify, capture and protect the organization’s ‘gold’ : best practices and experiences §  Invest in virtual networks, e.g. for professionals, alumni, etc. §  When employees leave the organization, critical knowledge is secured and remains available

Monitor

§  Set clear goals and targets for KM, aligned with the company goals §  Close the loop by monitoring and managing results and effects §  Check supply and demand for KM

Don’t start with all blocks at the same time.

Identify the low hanging fruit and build momentum on

success Help people with improving their day to day jobs and get

their buy in

Identify opportunities and issues in your organization that can benefit from sharing knowledge

6

Transactions Analytics Asset Management

Process Management

Development Innovation & Creation

Monitor

Capture

Learn

Collaborate

Share

Search

An effective approach to develop a solid KM strategy and a realistic roadmap to direct initiatives

2.  The Validation Card: map the value add of KM initiatives

3.  Standardized Project Approach: implement initiatives decisively

1.  The Value Tree: to align KM program with the organization goals and ambitions

Our Vision on KM• Add value from day 1

• Focus on the business, KM has to facilitate the business

• Start small and simple and … grow

• Continuously sharpen vision and ambition and … improve

Guiding principles for our approach• Align with business strategy and existing or planned

initiatives • Ensure support and commitment from users and

sponsors, this is critical to success• Focus on creation promoters in the organization, across

functions and across hierarchical layers• Create attractive solutions: ‘what is in it for me” must be

obvious for the users, for the teams and for the organization as a whole

• Extensive communication, proactively collect feedbackon initiatives, both during development and operations

Based on our experiences, we have developed a pragmatic vision on KM: start small and leverage successes

Optimize the Knowledge Management playing field: connect People, Processes and Information

Expert and peer finder

Loosely Coupled systems

Ontologies

X-organization Collaboration Libraries and EDM

Portals Search engine

find tag

relateorganize categorizepersonalize

workshops

Business Processes

• 10

What we offer •  Strategic, tactical and operational engagement and a strong commitment to your

organization. •  Focus on business processes, users and IT systems. •  Use of opportunities, communication and mediation between different organizational

levels . •  Proven engagements models, methods, instruments to energize and facilitate your

strategic KM initiatives. •  A broad experience in complex international organizations with many stakeholders and an

understanding of the importance of change management.

:

Contact us to explore your KM plans with us

Ronald Baan +31-651438269 ronald.baan@reddata.nl