Knowledge Management at Samsung SDS - fkii.or.krBB%EF%BC%BASDS(1).pdf · Knowledge Management at...

Knowledge Management at Samsung SDS

Dr. June S. Park, CTO/CKOSamsung SDS

Dec. 2002

Samsung SDS Copyright 2002 2

Table of Content

About Samsung SDSKnowledge Management Strategy at SDSCommunity-Oriented KMProcess-Oriented KMAsset-Oriented KM


SDS Business Areas

• IT Resources Management• Data Back-up Service (BRS)• ASP, Web-hosting, Call Center• Contents Delivery Network (CDN)

• Internet Infrastructure• e-Commerce

• System Integration- Public Infra- Finance- HealthCare- Manufacturing- Service industry

• IT Outsourcing

• Packaged S/W • Venture Incubation • Alliances

• Management• Solution• e-Business

• IT Training• International

Certified Tests• Cyber Education

Global e-Partner

Business Integration Education

Consulting EC &

Inte

rnet

Se

rvice

s

Applic

ation

Solut

ions

Data

Center

Services


SDS Manpower

SAPSCP

1,258

SunSCJP

1067

OracleOCP

929

MSMCP

795

ISACACISA

340

APICSCPIM

134

CiscoCCNA

106

IBMCSE

16

SPICEAssessor

18

PMIPMP

211

4,736 certified professionals out of a total of 6700 employees


SDS Global Operation

SingaporeIT Center

SDS AmericaSDS China

SDS Europe

BeijingR&D Center

Tokyo Office

Miami Office

Frankfurt Office

BeijingIT Center

Tijuana e-Data Center

New Jersey e-Data CenterLondon

IT Center

BangaloreR&D Center

Gwachun & Gumie-Data Centers

SDSJapan


SDS PrideMaeKyoung-Booz|Allen KM AWARD (2002.11)

Most Admired Knowledge Enterprise in Asia (Teleos 2002.10)

Capability Maturity Model (CMM) Level 5(SEI 2002. 11)

$0.74B L$0.58B S

2001

Revenue$0.35B H

Samsung SDS Copyright 2002

45th among World’s Top 500 Software Companies (Software Magazine 2002.8)

CEO Hong-Ki Kim: One of Premier 100 Global IT Leaders(ComputerWorld 2001.3)

No. 1 System Integratorin Korea

4th largest IT service vendor in Asia/Pacific (Gartner 2002.2)

$1.02B SDS

5


Table of Content

About Samsung SDSKnowledge Mgmt Strategy at SDSCommunity-Oriented KMProcess-Oriented KMAsset-Oriented KM


KM Structure

Asset-OrientedKM.Asset-Oriented

KM.

Process-Oriented

KMProcess-Oriented

KM

Community-Oriented

KMCommunity-

OrientedKM

CEO

Sales / Sales Support Delivery / Delivery Support …

Shared ServiceCKO / KM Group

Corporate Center

Business TransformationBusiness

Transformation

Individuals(31 Knowledge Masters300 Knowledge Masters)

Workgroups(131 Practice Knowledge

Managers)

Divisions(30 Practice Knowledge

Specialists)

Enterprise


KM Processes

Asset-OrientedKM

Process-OrientedKM

Community-Oriented KM

Build knowledge assetsas the company’score competence

Improve productivity & output quality of

workgroups

Promote knowledgesharing culture

among all EmployeesGoal

Pro-cess

Define businessprocess

Identify reusableknowledge per step

EKP withsub-communities

Voluntary knowledgecontribution

Define core knowledge asset

Create best practiceknowledge bybusiness unit

Designate practice experts

Reengineer processto reuse and maintain

the knowledge

Evaluate andcompensate valued

contributions

Asset-Oriented

KM.AssetAsset--

OrientedOrientedKMKM..

Process-Oriented

KMProcessProcess--OrientedOriented

KMKMCommunity-

OrientedKM

CommunityCommunity--OrientedOriented

KMKM


Table of Content



Knowledge CommunityAsset-

OrientedKM.

Asset-Oriented

KM.Process-Oriented

KMProcess-Oriented

KMCommunity-

OrientedKM


KMKM

Intranet-based enterprise knowledge portal called ARISAMEnterprise-wide knowledge community operated by KMG

50 knowledge categories188K knowledge items stored including project proposals, white papers, technology tips, Q&A discussion threads, etc.On average 1.2 items contributed per employee per monthOn average 31 items retrieved per employee per month

Voluntary communities323 Communities of Special Interest organized by subjects131 Communities of Practice organized by depts. or jobs88% of employees participating in 3.9 communities on avg.20% of all knowledge items managed by communities

Growth of knowledge exchangeKnowledge retrievals grew 5.5 times over last 3 years$20M Cost savings from knowledge sharing/reuse in 2002


Knowledge CommunityAsset-

OrientedKM.

Asset-Oriented

KM.Process-Oriented

KMProcess-Oriented

KMCommunity-

OrientedKM


KMKM

Success Factor ARISAM–home-grown EKP continually improved based on frequent satisfaction surveyPersonalized email push of knowledge to individualsEnterprise portal cublets for each job category containing job-specific knowledgeUsage levels of ARISAM knowledge measured per org. unit and reflected on the annual review scoreEvaluation of contributed knowledge items by knowledge masters and users, and monetary compensation based on the evaluation result


Table of Content


LeadAssignment

[New Customer] [Exist Customer]

[Valid]

[Selected]

CallCentre or Lite rature Fulfilment CentreSystem

CallCentre or Lite rature Fulfilment CentreSystem

Store WVE intoWVE DB

Store WVEinto WVE DB

Should we do augment?

Should we store W VEin this step?

[Invalid]

[Valid]

[no Change]

[Changed]

[Only Customer Profile Changed]

[Customer Profile Changed& Blank Requests Filled]

[Only Blank Requests Filled]

[unSelected]

[Selected]

[Open LE]

[No open LE]

[Yes]

[No]

Lon on

ValidateID & PW

ReadCustomer Profile

DisplayCustomer Info

CustomerChange Info

UpdateCustomer Profile

Store WVEinto WVE DB

UpdateCustomer Profile

Filte r LE

Check Ope nLeadEvent

of CustomerM erge with Open LE

NotifyCurre nt Lead Holder

Store Le adEvent intoLeadEvent DB

CheckAugment need

LMSystem

Customer

[unSlected] Store WVE intoWVE DB

Store Prospectinto Prospect DB

Store Le adEvent intoLeadEvent DB

AugmentCustomer Information

UpdateCustomer(Prospect)

profile

Score LE

Update LE

ValidateReq Fie lds

Filte rWebVisitEvent

StoreWebUser intoWebuser DB

[Invalid]

Registe rNew Web User


Knowledge-EmpoweredProcess

Asset-Oriented

KM.Asset-

OrientedKM.

Process-Oriented


KMKMCommunity-

OrientedKM

Community-Oriented

KM


항목 내용내용


Asset-Oriented

KM.Asset-

OrientedKM.

Process-Oriented


KMKMCommunity-

OrientedKM

Community-Oriented

KM



Asset-Oriented

KM.Asset-

OrientedKM.

Process-Oriented


KMKMCommunity-

OrientedKM

Community-Oriented

KM



Asset-Oriented

KM.Asset-

OrientedKM.

Process-Oriented


KMKMCommunity-

OrientedKM

Community-Oriented

KM

BPR/KM Projects in 2002

9 employees certificated by US DoD as BPR specialists

Developed UML-based business process analysis and

reengineering methodology

Reusable knowledge attached to the new process

Trained a Practice Knowledge Manager per each of 91

departments

242 BPR/KM projects carried out



Asset-Oriented

KM.Asset-

OrientedKM.

Process-Oriented


KMKMCommunity-

OrientedKM

Community-Oriented

KM

Effects on Cost Savings

￦260MSAP R/3 customization Business

Integration(SM)

￦280MOJT for IT outsourcing Business

Integration(SM)

￦208MSubcontracting process for short-term projectsBusiness

Integration(SI)

￦201MSoftware release processe-Solution

￦52M• Periodic maintenance of packaged application• Processing customers’ service requests

e-Solution

Annual Cost SavingsReengineered ProcessDivision



Asset-Oriented

KM.Asset-

OrientedKM.

Process-Oriented


KMKMCommunity-

OrientedKM

Community-Oriented

KM

Success Factor

Advanced & detailed methodology

Convenient templates & S/W tool

Thorough education of Practice Knowledge Managers

prior to implementation

Selection & formulation of standard business process

through consensus among the doers

Direct effects on finance performance

Incentives for best projects


Table of Content


Database(DB Server)

Business Logic(App Server)

User Interface(Web Server)

Technical Architecture(Construction)

Software Architecture(Design)

Business Architecture(Analysis)

SW Life Cycle

InformationSystem Layer

Packaged Application

Model

Analysis & Design Pattern

GUIComponent

Business Component(COM+, EJB, Web

Service)

Application Framework


Knowledge Management Group Business Unit

Choose experts onbiz-critical knowledge

Reuse and sell assetsto reduce costs and create revenue

Valuation of knowledge assets

Evaluate biz unit performance

Distribute cross-unit knowledge

Create coreknowledge assets

via a special project

Create reusableknowledge assets

through real projects

Core Knowledge AssetsAsset-

OrientedKM.

AssetAsset--OrientedOriented

KMKM..Process-Oriented

KMProcess-Oriented

KMCommunity-

OrientedKM

Community-Oriented

KM

Identify biz-critical knowledge

Standardize knowledgespecification

Optimize knowledge repository


Please, visitwww.sds.samsung.com.

Feel free to contact [email protected] for questions and comments.

Thank YOU!

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