SharePoint and Knowledge Management: enemies or best friends?
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SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013
ZAGREB, NOVEMBER 27-28 2013
SharePoint and Knowledge Management: enemies or best friends?MARKO PRŠIĆMICROSOFT CONSULTING SERVICES
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AGENDA
• Why knowledge management (KM)• Information vs. Knowledge• Knowledge in business context
• Aspects of KM• Organization• Process• Technology
• LKMS (Learning and Knowledge Management System)
• Conclusion
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Information vs. Knowledge• Information
• Organized, processed, communicated data
• Can be stored• A prerequisite for knowledge• Typical SharePoint implementations
• information management & collaboration
Information overload
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Information vs. Knowledge•Knowledge
• Expertize and skills gained through education as well as personal experience
• Mostly personal• Overload? Never enough• Implicit / tacit knowledge (know-how)
• cannot be formalized
• Explicit knowledge (know-what)• can be stored
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Information vs. Knowledge•Knowledge in business context
• Most important asset of modern companies
• A base for innovation and profitability
• Most valuable resource• acquiring knowledge is costly and
takes time• loss of knowledge costs even more
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Information vs. Knowledge•Knowledge in business context
• MAKE study (Most Admired Knowledge Enterprises): total Return to Shareholders (TRS) nearly three times the average Fortune 500 company
• Gartner: annual productivity improvement 7-30%
• Drake Beam Morin: 50% reduction in knowledge worker turnover
• Most successful companies invest 5-10% of revenue in KM
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Example: Selling MS products
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Example: Selling MS products•Know-what:
• Detailed information about each product (features, prices, compatibility…)
•Know-how: • Best use cases• Network of experts (know-who)
“In our world of innovation acceleration you are as good as your trusted network!”
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Knowledge management (KM)• Continuous process of capturing, developing, sharing, and effectively using a body of knowledge
• How• Organization• Process• Technology
KM
Technolog
y
Processes
Organizati
on
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Knowledge management (KM)Organization
• Organizational initiative/program• Program goals aligned with one or more strategic priorities
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Example: Microsoft Services organization
75% of Fortune 1,000 Companies served
191 countries
46 languages
20,000+ Microsoft Services employees worldwide
LARGEST Division within Microsoft
6,000+ Consultants & Architects
5,000+Support Professionals
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Example: Microsoft Services organization• KM as organizational program with following goals:
Reduced time to decision
Reduced delivery time
Predictable quality
& effort
Increased business performance
$
Effective knowledge retention
Reduced ramp time for new in role
Effective leverage of innovation
Just-in time readiness
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Knowledge management (KM)Organization
• Depends highly on internal culture
• Drive cultural changes
http://www.brandingbusiness.com/2011/09/culture-eats-strategy-for-breakfast/
ReputationRecognitionSocial connection
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Example: Microsoft Services organization• Changing culture to support KM:
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Knowledge management (KM)Process
Understand your learning model• On the job learning (70%)
• Collaborate - gaining knowledge through regular business activities
• Side assignments/projects (leading a community)• Evaluating knowledge assets of other people• Mentoring other people
• From others (20%)• Searching for existing knowledge or experts• Learning from a mentor• Participating in communities of practice• Networking, feedback, social
• Training (10%)• Trainings and conferences• Distance learning (AV conferences, recordings, e-Learning
seminars)
Lombardo and Eichinger model
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Example: Services Campus platform
Network of people & experts
Capturing knowledge
Improving IP Quality
Harvesting & Approving IP
CustomerDelivery
(Projects)
Approved guidance & IP
Knowledge from projects
Internal Processes drive and evolve Organizational IP into Organizational Knowledge and Personal Knowledge
Campus:platform for searching
expertize, forming virtual communities, evaluating
knowledge
Community-based & Team-based collaboration
MSEngage:platform for project collaboration and
knowledge codification
Engagement-based collaboration
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Example: Services Campus platformOn the job learning (70%): Project collaboration
• official project information repository• context-aware: customer, industry, technology, methodology• support for just-in-time knowledge: templates, LL, similar projects• knowledge nomination
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Example: Services Campus platformOn the job learning (70%): Knowledge sharing
• Knowledge sharing• Mata-data• Knowledge evaluation
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Example: Services Campus platformOn the job learning (70%): Knowledge evaluation (relevancy)
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Example: Services Campus platformOn the job learning (70%): Knowledge reuse measure
IP re-use measure using Microsoft Semantic SQL
This is the ultimate IP re-use measure - factual calculation of IP ROI!
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Example: Services Campus platformLearning from others (20%): Collaborative knowledge base (My IP)
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Example: Services Campus platformLearning from others (20%): Communities of practice
FY2009 FY2010 FY2011 FY2012 FY2013 FY2014* 6,000
12,000
18,000 9,23
5
10,099
10,865
11,764
13,805
15,661
Unique Members
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Example: Services Campus platformLearning from others (20%): Finding explicit or tacit knowledge
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Example: Services Campus platformLearning from others (20%): Finding explicit or tacit knowledge
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Example: Services Campus platformFormal training (10%): Learning management subsystem
Catalog of e-Learning courses, on premise events (conferences) and learning programs:
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Knowledge management (KM)Technology capabilities
Learning model Activities Technical capabilities
On the job learning
• Gaining knowledge through regular business activities
• Side assignments: community activities, side projects etc.
• Evaluating knowledge assets of other people
• Mentoring other people
• Basic workgroup collaboration, project portals
• Virtual communities
• Knowledge nomination and evaluation (workflow)
• Mentoring process support
Learning from others
• Searching for existing explicit or tacit knowledge
• Learning from a mentor• Participating in virtual
communities• Providing feedback, social
networking
• Knowledge base, expert pools
• Mentoring process support• Virtual communities• Collaborative knowledge base,
BSN
Formal training
• On-site conferences and trainings
• Distance learning (AV conferences, recordings, e-Learning seminars)
• Learning record• AV/conferencing system,
recordings repository, e-Learning support
• Develop capabilities to support learning process
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LKMS
• Example of SharePoint-based Learning and Knowledge Management System (LKMS)
• Realized as SharePoint 2013 solution (not an “App” – yet!)
• Aggregated best practice of Microsoft Corp.• Leveraging existing SharePoint functionality
(collaboration, search, WF...)• Build specific capabilities for knowledge
management and learning• Applicable to enterprise customers in “Adriatics”
region (not Microsoft!)
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LKMS
Assignments & Programs
Knowledge catalogVirtual
communities
Knowledge base(documents, templates,
presentations, articles, AV conferences…)
SMEs
HR
Employees
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LKMS
Learning and knowledge management - basic
Platform
Unified Communications
Document ManagementCollaboration RDBMSSearch
Web portal andnotifications
Reportingsubsystem
Knowledge base Education
assignments
People and groupmanagement
Knowledge catalog (search)
Learning and knowledge management - advanced
E-LearningExpertize,
virtual commun.
Knowledge verification
Classroomlearning management
Virtual classroom
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LKMS
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CONCLUSION
SharePoint plain functionality SharePoint for KM
• Information management• Project collaboration• Search
• Separate KM workspace• Support for managing explicit knowledge
• Knowledge nomination and evaluation• Metadata management• Knowledge maturity (relevance)• Knowledge improvement (feedback)• Knowledge catalog (search)
• Support for managing tacit knowledge• Communities of practice• Expert nomination and evaluation
• Support for just-in-time learning• Instant messaging, AV conferences, e-
Learning• Learning programs
• SharePoint and Knowledge Management
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thank you.
SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013
ZAGREB, NOVEMBER 27-28 2013