1. Knowledge Management for Professional Services conference 2006 Measuring the Value of the KM Strategy Avillion Hotel Sydney 27 February 2006 Chris Fletcher—Director, Knowledge Management Asia Pacific region Deloitte Consulting
4. Deloitte is a very large professional services firm History of Consistent Growth and Financial Strength Assurance Financial Advisory Consulting Tax Full Range of Professional Services Revenue by Industry Manufacturing Financial Services Energy Health Care Public Sector Consumer Business Communications 21% 19% 9% 12% 13% 16% 10% Revenues of $16.4 billion with some 120,000 people in more than 150 countries
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11. Content is delivered via a portal with expanded search and easy contribute capabilities
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15. Understanding Value - Articulating benefits to be delivered My Knowledge Benefits Mutual Benefits Organisational Benefits Access to the latest thinking Faster access to knowledge Better Sharing Knowing who is doing what Novel approaches / new ideas Faster problem solving New hires becoming effective quicker Minimise duplication/ reinvention Better / faster innovation Improved client service Reduce knowledge loss Productivity performance
23. 2. Measuring activities - Global KM metrics reports monthly Defined – Valid – Actionable - Reliable Global Leadership Service Line Leadership Contributions Qualifications Country Usage Regional Leadership
24. Consultant Contribute content as directed, participate in local KM initiatives Analyst Effective navigation, understanding and ability to contribute to knowledge system Senior Consultant Works with managers to identify & contribute “best” content, participate in local KM initiatives Senior Manager Promotes the importance of knowledge sharing in engagement start-up / close-out, ensures capture of qualification and deliverables and compliance with standards, acts as a knowledge connector Manager Is the knowledge leader on engagements and/or contributes quality content, captures lessons learnt, responds to RFI’s 2. Measuring activities – knowledge sharing behaviours Partner Actively promotes knowledge sharing, identifies and sponsors content coolections, methods, communities, comms. Discourages siloed knowledge