© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Technology for better business outcomes

Knowledge Management Systems:What Makes a Successful System?

Stan Garfield

February 26, 2008

2 26 Feb 2008

Ever lost your work?

Why manage knowledge?1. Prevent redundant effort

Don’t reinvent the wheel!

3 26 Feb 2008

Why manage knowledge?2. Avoid repeating past mistakes

• Traveler rating: “Horrible!”

• Who: A TripAdvisor Member from Harbor Springs, MI

• My experience with this property took place in: July, 2006

• My rating for this hotel is: 1 out of 5

• Would I stay at this location again: no way!

• My comments: This is the worst hotel I've ever been in! The clerk was less than friendly, the place smelled like sour milk and mold and the room was filthy - stained sheets, dirty carpet and a mystery smell that was disturbing. I did not feel safe here. It was so bad, I checked out and paid a much higher rate at a hotel down the street.

4 26 Feb 2008 Source: SIKM Leaders Community

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

• Q: Has anyone had experience implementing any type of document automation software? Essentially, this would be software that would help create reusable templates from everyday content (word docs, PDFs, etc.) with the purpose of course of reducing the manual effort of re-typing or repetitively recreating these documents.

• A: See http://www.exari.com. Document production can be driven by "intelligent" questionnaires, entry fields to feed variables, select boilerplate clauses from a library, etc. to produce PDF, MS Word editable docs, etc. Check out some of the papers and presentations on my web site http://www.orgs-evolution-knowledge.net.

System Integrators KM Leaders

5 26 Feb 2008

How to Do Knowledge Management

1. Share what you have learned, created, and proved

2. Innovate to be more creative, inventive, and imaginative

3. Reuse what others have already learned, created, and proved

4. Collaborate with others to take advantage of what they know

5. Learn by doing, from others, and from existing information

6 26 Feb 2008

Knowledge Management Components

Peopleculture and valuesknowledge managersuser surveyssocial networkscommunitiestrainingdocumentationcommunications

Technologyuser interfaceintranetteam spacesvirtual meeting roomsportalsrepositoriesthreaded discussionsexpertise locatorsmetadata and tagssearch enginesarchiving

Processmethodologiescreationcapturereuselessons learnedproven practicescollaborationcontent management

classificationmetrics and reporting

management of change

workflow

valuation

social network analysis

appreciative inquiry

storytelling

blogswikispodcastssyndicationsocial softwareexternal accessworkflow applicationsprocess automatione-learningsubscriptionspoints trackingreporting

knowledge assistancegoals and measurementsincentives and rewards

7 26 Feb 2008

Knowledge Management Unified View

PEOPLE Knowledge Capture & Reuse (KCR) Process

TECHNOLOGY

Practice/Industry KM-WW Lead: 1 per-Region Lead: 1 per

Region KM-KM Lead: 1 per-K-Advisor: 1 per

WW KM Team-People -Technology-Process

METRICS

EMEA APJ Americas Practices

• 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

Country KM-KM Lead: 0-1 per-K-Advisor: 0-1 per

WW

• 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

Win/ Loss Lessons

Opportunity Creation

Opportunity Evaluation

Development & Bid

Negotiate & Close

Delivery

Project Profile

Project Profile(new) Update

ReuseReuse Reuse

Capture

Win/ loss Lessons Learned

Close-out Lessons Learned

Reuse

Subm

it

Bid CollateralProject Profile

(updated)

Subm

it

Close-out LessonsDelivery Collateral

Win/ Loss LessonsBid Collateral

Project Profile(updated)

Subm

it

Update

ReuseReuse

B e s t P r a c t i c e S h a r i n g

Capture

Reuse

8 26 Feb 2008

Communications: Senior Leader Support

9 26 Feb 2008

Incentives and Rewards: Points Tracking

10 26 Feb 2008

Knowledge Assistance: User Help Desk

11 26 Feb 2008

Communities of Practice

12 26 Feb 2008

Storytelling: User Successes

13 26 Feb 2008

User Interface

14 26 Feb 2008

Portal

15 26 Feb 2008

Repository

16 26 Feb 2008

Threaded Discussion 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 community

Web Thread Email Thread RSS Feed

17 26 Feb 2008

Social Software: Leading by Example

18 26 Feb 2008

Learning More: KM Home Pagehttp://stangarfield.googlepages.com/

19 26 Feb 2008

Learning More: KM Bloghttp://www.hp.com/blogs/garfield

20 26 Feb 2008