Stephanie Barnes' presentation at KM Middle East 2014, Dubai, UAE, 12 March 2014

1. www.km-­‐me.com
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Aligning
People,
Process
and
Technology
in
Knowledge
Management:
an
introduc�on
KM
Middle
East
March
12,
2014
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2014
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Agenda
Introduc�on
Approach
Roadmap
Technologies
Case
Studies
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2014
2
Who
am
I?
Accountant
and
IT
Management
by
educa�on
KM
consultant
by
voca�on
Chief
Chaos
Organizer
at
Missing
Puzzle
Piece
Consul�ng,
Knoco
franchisee
4
yrs
KM
Program
Manager
in
HP
10+
yrs
as
consultant
to
a
variety
of
organiza�ons
including
BMO,
HSFO,
Kodak,
HP,
Zenon
Environmental,
OSC,
CIBC,
Calgary
Stampede,
ENEC,
PIND
Based
in
Toronto
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Puzzle
Piece
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2014
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What
is
knowledge
management?
Connec�ng
people
to
the
knowledge
they
need
to
do
their
jobs
whether
that
knowledge
is
tacit
or
explicit
Crea�ng
an
organiza�on
that
learns
from
its
experiences
and
improves
Said
another
way…
KM
is
the
process
through
which
organiza�ons
generate
value
from
their
intellectual
and
knowledge-­‐based
assets
“Knowledge
management
is
the
leveraging
of
the
organiza�on’s
collec�ve
wisdom
(know-­‐how)
by
crea�ng
systems
and
processes
to
support
and
facilitate
the
iden�fica�on,
capture,
dissemina�on
and
use
of
the
organiza�on’s
knowledge
to
meet
its
business
objec�ves.”
©
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2014
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Approach
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2014
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People
Process
Technology
Business-­‐IT
Alignment
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2014
6

2. www.km-­‐me.com
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Collect:
• Business
Processes
• Informa�on
Flows
• Organiza�on
Strategy
and
Plan
• IT
Strategy
and
Plan
• Change
Mgmt
Analyze:
• Human,
Social,
and
Intellectual
Capital
Best
Prac�ces
• Change
Mgmt
Resolve:
• Policies
• Knowledge
&
process
flows
• Metrics
• Strategic
Goals
• Governance
• Change
Mgmt
Select
technology
• Change
Mgmt
Design/
Develop/
Test
• Info
Architecture
• Policies
and
Procedures
• Governance
• Change
Mgmt
Implement
• Change
Mgmt
• Processes
• Metrics
Use
• Change
Mgmt
Evolve
• Change
Mgmt
Knowledge
Management
Roadmap
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2014
7
Which
technology
to
pick?
What
problem
are
you
trying
to
solve?
What
challenge
are
you
trying
to
overcome?
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2014
8
Categories
of
KM
Technologies
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Puzzle
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2014
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Unstructured
Knowledge
• Domain
Knowledge
Wikis
• Blogging
• Communi�es
of
Prac�ce
• Collabora�on
• Document
and
Content
Management
• Portal
Semi-­‐structured
Knowledge
• Lessons
Learned
Database
• Yellow
Pages/
Exper�se
Loca�on
Structured
Knowledge
• Configura�on
Management
Database
Search
Business
Intelligence/
Data
Warehouse
Context
Organiza�on/
Enterprise
Group/team
Individual
Scan,
Map
Capture,
Create
Package,
Store
Share,
Apply
Transform,
Innovate
Learning
Management/eLearning
ECM
Component
Content
Management
Portal
Records
Management
Document
Capture
Communi�es
of
Prac�ce,
Exper�se
loca�on
Social
Media
Adapted
from:
Knowledge
Managements
by
Despres
and
Chuvel,
Journal
of
KM,
vol
3,
no.
2
1999,
p119.
Knowledge
Management
Technology
Collabora�on
CRM,
Contact
Centre,
Incident
Management/Helpdesk
eDiscovery
Search
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Puzzle
Piece
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2014
10
Enterprise
Technologies,
Structured
and
Unstructured
Knowledge
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2014
11
Business
Intelligence
and
Data
Warehouse
Customer
Rela�onship
Management
Contact
Centre
Incident
Management/
Helpdesk
Learning
Management
System/
eLearning
Exper�se
Loca�on
Common
business
problem
solved
Be�er
decisions
making
at
all
levels:
strategic,
opera�onal,
and
tac�cal
Ensure
sales
staff
have
current
informa�on
for
customer
interac�ons
Standardize
and
streamline
sales
and
marke�ng
processes
Track
and
analyse
marke�ng
campaigns
Improve
customer
experience
for
service
and
support
Improve
customer
loyalty
Reduce
cost
of
customer
support
Enable
IT
to
quickly
iden�fy
and
resolve
service
outages
Establish
a
historical
record
of
service
outages
and
incidents
as
well
as
their
resolu�ons
for
reuse
and
analy�cs
Provide
single
point
of
contact
Tracks
IT
efforts
and
provide
visibility
into
service
support
Administer
and
track
employee
training
records
Deliver
training
and
test
par�cipant
learning
Locate
experts
within
the
organiza�on
and
enable
them
to
collaborate
Reduce
duplica�on
of
effort
Reduce
the
threat
of
communica�on
breakdown
Reduce
�me
to
find
Subject
Ma�er
Experts
(SME’s)
Enterprise
Technologies,
Unstructured
Knowledge
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Puzzle
Piece
Consul�ng,
2014
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Records
Management
Component
Content
Management
Content/
Document
Management
(ECM)
Imaging,
Forms,
Document
Capture
Search
Portal
Workflow
eDiscovery
Common
business
problem
solved
Compliance
Management
Produc�vity
enhancement
Risk
Management
Improve
document
quality,
consistency,
and
standardiza�on
Increase
produc�vity
in
crea�ng
content
Streamline
document/
content
update
process
Central
place
to
go
for
documents
Improve
accessibility
regardless
of
loca�on
Improve
document
lifecycle
management
Increase
reuse
of
documents/
informa�on
Reduce
paper
Reduce
storage
costs
of
paper
Standardize
data
collec�on
(through
forms)
Streamline
processes
Improve
informa�on
retrieval
Central
place
to
go
for
informa�on
and
access
to
systems
Improve
compliance
to
processes
Improve
efficiency
through
consistency
and
standardiz-­‐
a�on
Improve
the
ability
to
execute
administra�ve
and
compliance
processes
consistently
Reduce
process
execu�on
�me
Improve
security
of
informa�on
Reduce
li�ga�on
costs
Reduce
risk

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Social
Media
and
Collabora�ve
Technologies
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2014
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Blogs
Micro-­‐
blogging
Social
Networking
Collabora�on
Instant
Messaging
Document
Mgmt
Wiki
Virtual
Mee�ng
Community
of
Prac�ce
Common
business
problem
solved
Communica-­‐
�on
across
func�ons,
teams,
depts,
stakeholder
groups
Quick,
status-­‐type
communica�
on
across
func�ons,
teams,
departments
,
stakeholder
groups
Communica-­‐
�on
Sharing/
finding
exper�se
Quick,
immediate
communica
�on
among
colleagues
Everyone
who
should
have
access
to
a
document
has
access
Reduces
confusion
caused
by
emailing
documents
Sharing
informa�on
Timely
crea�on
and
upda�ng
of
informa�on
Everyone
who
should
have
access
to
the
informa�on
has
access
Reduces
confusion
caused
by
emailing
documents
Sharing
informa�on
Timely
crea�on
and
upda�ng
of
informa�on
Facilita�ng
global/
virtual
teams
Reducing
travel
costs
Organiza�onal
learning
Sharing
exper�se
Collect:
• Business
Processes
• Informa�on
Flows
• Organiza�on
Strategy
and
Plan
• IT
Strategy
and
Plan
Analyze:
• Human,
Social,
and
Intellectual
Capital
Best
Prac�ces
Resolve:
• Policies
• Knowledge
&
process
flows
• Metrics
• Strategic
Goals
• Governance
Select
technology
Design/
Develop/
Test
Implement
• Change
Mgmt
• Processes
• Metrics
Use
Evolve
Knowledge
Management
Roadmap
©
Missing
Puzzle
Piece
Consul�ng,
2014
14
CASE
STUDIES
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2014
15
Case
Studies
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Puzzle
Piece
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2014
16
Case
Study
KM
Technology
KM
Implementa�on
Results,
if
known
Environmental
Company
Document
Management
Unsuccessful
and
then
successful
Increased
number
of
users
using
the
system
by
50%,
saved
their
million
dollar
investment
Financial
Ins�tu�on,
IT
Department
Document
Management
Unsuccessful
Lost
VP
support,
project
shelved
High
Technology
Company
#1
Enterprise
Content
Management
Successful
Significant
ROI
on
technology
investment,
validated
by
external
3rd
party
6500+
employees
par�cipa�ng
in
knowledge
sharing
Is
your
Technology
aligned
with
your
People
and
Processes?
Have
you
got
the
right
technology?
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2014
17
Thank
You!
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Puzzle
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2014
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