F.CHAUVIN / JAN 2012

When globalization is pushing to think “different” ...

(r) Evolution of knowledge transfer and sharing

Frederic CHAUVIN

June 2012

1rst…

In GEMALTO : KNowledge management Office & Worldwide Services

• 5 World Wide teams – ~50 people with a main common interest… Knowledge

OUTSIDE : Knowledge Management “consultant” & passionate

•Member of COP-1 network : Industry professional community working on

knowledge management topics, sharing, improving, advising, discussing KM

projects best practices.

FREDERIC CHAUVIN

@fchauvin fredericchauvin frederic.chauvin@gemalto.com / 06 88 38 76 68

Martin, Pierre, Nicolas, Francois, Kelly, Joel, Lionel,

Eric, Aurelie, Catherine, Em, Sylvain, Alain, Elise,

Gilles, Lois, Stephanie, Véronique, Virginie, & all the

others…

2nd…. THANKS learning,

Talent & Development

congress !!

THANKS COP-1

2nd…. Sorry…

Slides are in ENGLISH…

Some with pure GEMALTO SLANG….

This PREZ IS NOT

So much « TOOLS » oriented…

ROCKET SCIENCE… (quite far from that by the way…)

This PREZ IS

SOCIAL oriented…

Mainly Targeting “knowledge transfert” methods + a bit of communities of practices + a bit of knowledge sharing + a bit of social interactions + a bit of you and me …

6

Agenda

10 min - Some words about Gemalto

5 min - Previous model

40 min - The new model

10 min - Organisation

10 min - Knowledge Transfer Strategy

20 min - Tools

5 min - The future ...

7 6/7/2012

Introducing Gemalto

€1.9 billion revenue 2010

10,000 employees, 90 nationalities,

based in 45 countries

87 sales and marketing offices; 18

production sites, 30 personalization

centers, 13 R&D centers

4200 patents and patents applications

Our activities range from the development of software applications

through the design and production of secure personal devices such as

smart cards, SIMs, e-passports and tokens, to the deployment of

managed services for our customers.

More than 1 billion people worldwide use our products and services for

telecommunications, financial services, e-government, identity and

access management, multimedia content, digital rights management, IT

security, mass transit and many other applications.

As the use of Gemalto’s software and secure devices increases with the

number of people interacting in the digital and wireless world, the

company is poised to thrive over the coming years.

Our mission : The Digital Security

8

Gemalto is in your pocket ! one billion people all over the world are benefitting from Gemalto’s solutions in

their everyday lives – most without even knowing it!

Our offer – AND where I am dealing with KM …

9 6/7/2012

Our markets

FINANCIAL SERVICES &

RETAIL

TRANSPORT

GOVERNMENT

TELECOMMUNICATIONS

MACHINE-TO-MACHINE

ENTERPRISE

Software Secure Personal Devices Services

Clarista™

Entry level payment cards

Optelio™

Advanced payment cards

Desineo™

Custom payment cards

Ezio™ Devices

Secure eBanking devices

Sealys™

Secure ID documents

Celego™

Travel passes

Protiva™ Devices

Cards & tokens for authentication

UpTeq™

New form factors

Cinterion™

Wireless modules

Our offers and brands

Dexxis™

Personalization & issuance

Ezio™ Suite

Secure eBankiing software

Coesys™

ID management solutions

Protiva™ Services

Authentication & ID management

LinqUs™

Software for operators

Cinterion™

Secure machine software

Allynis™

Global service

offer

Digital security for people

Digital security for things

Gemalto provides solutions (software + cards)

helping WW operators to remotely administrate their

customers mobile applications and information

~50 products 13 R&D

COMPLEX,

Constant evolution

Short cycle

~1000 internal « product » users Spread WW

With $ objectives = need quick and efficient

Main actors linked to the program

10

R& D centers

core products

France

Singapore

China

…

Gemalto Global Services

create solutions

And

Install, Operate, Support

Indus &

Deployment managers

Train, Support , &

Centralize field

feedbacks to improve

product « deployability »

11

Agenda

10 min - Some words about Gemalto

5 min – The previous model

40 min - The new model

10 min - Organisation

10 min - Knowledge Transfer Strategy

20 min - Tools

5 min - The future ...

Model during 2years “post merge(gem+alto)”

12

~500 TCs, GGS, support

1 person

FULL ENERGY on Face to face trainings :

1 training for each product (or each version),

in each region (or each office),

each quarter (or more)

…

Team of 9 people

Result 1 is …

13

Whatever the

energy…

Cruel world…

ONLY BASIC

LEVEL

REACHED

Result 2 is …

At the end… Only interest from newcomers

But our best EXPERTs are used to perform those

trainings !

Result 3 is …

LOCAL AUTONOMY

IS

THE (only) KEY SUCCESS

FACTOR …

But the model does not build autonomy…

We clearly need to change (at least) training method …

Are we…… ready…..?

17

Agenda

10 min - Some words about Gemalto

5 min - Previous model

40 min - The new model

10 min - Organisation

10 min - Knowledge Transfer Strategy

20 min - Tools

5 min - The future ...

18

OK let’s try…

Let’s try to build… KNOWLEDGE MANAGEMENT

How to transfer knowledge

from ~13 R&D WW spread

to ~1000 users also spread WW

(and many different profiles)

on ~50 products with shorter

and shorter and shorter

evolution cycle

Organisation : Defining organisations

and the way they interact

Strategical : defining how to

efficiently improve knowledge level of

people

Tools : using the best techniques

coming from KM industry

19

Agenda

10 min - Some words about Gemalto

5 min - Previous model

40 min - The new model

10 min - Organisation

10 min - Knowledge Transfer Strategy

20 min - Tools

5 min - The future ...

New Model

~1000 TCs, GGS, support

1 person

FULL ENERGY to

create AUTONOMY

in teams

ACTIONS to bring

BASIC knowledge

to people

LATAM … EUROPE ASIA

CISMEA

CISMEA

TECH EXPERT COMMUNITIES

Ie : OTA Manager = ~50 people WW

. GGS Product specialists

. Allynis Product specialists

. Support referents

…

20

22

Agenda

10 min - Some words about Gemalto

5 min - Previous model

40 min - The new model

10 min - Organisation

10 min - Knowledge Transfer Strategy

20 min - Tools

5 min - The future ...

Training Strategy…

The global process to define a training strategy is :

create a “referential” scale with levels and explanations

(segmentation)

understand how knowledge can be gained

define a knowledge acquisition tactic for each “segment”

23

The Referential

Knowledge Levels Based on a 3 skill levels scale used or adapted by a lot of training institutions (ie : North, B. 2000 : the development of a common of language proficiency. New York, Peter Lang. )

BASIC

AUTONOMOUS

EXPERT

24

The Referential

BASIC

AUTONOMOUS

EXPERT

Concepts, theory, basics of the product behaviors…

SPOT the people in this category ! They always ask questions to others…

Example : the garagist that learnt by heart all the parts of a motor :

he knows the basics, but will not be able to fix your car !

Theory concepts + real practicals skills… make the person

autonomous to do his job…

SPOT the people in this category ! Other people from the team ask them

questions…

Example : the garagist has now enough practicals to fix your car !

Theory concepts + real practicals skills + experience…

SPOT the people in this category ! Thos person are recognized out of

the team, and are “references” !

Example : the garagist has good reputation and can fix complex

problems

25

Knowledge Strategy

Experience

Practice

Interactions

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Starting

To

BASIC

BASIC

To

AUTONOMOUS

AUTONOMOUS

To

EXPERT

>

EXPERT

Blended Learning

5D workload Coaching program

15D workload

Surgical Coaching

~5D workload

life

life workload

27

Agenda

10 min - Some words about Gemalto

5 min - Previous model

40 min - The new model

10 min - Organisation

10 min - Knowledge Transfer Strategy

20 min - Tools

5 min - The future ...

Knowledge Strategy for newcomers

Experience

Practice

Interactions

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Starting

To

BASIC

BASIC

To

AUTONOMOUS

AUTONOMOUS

To

EXPERT

>

EXPERT

Blended Learning

5D workload Coaching program

15D workload

Surgical Coaching

~5D workload

life

life workload

Blended Learning 1/2

29

3 most common definitions from the « books » …

combining instructional modalities (or delivery media) (Bersin & Associates, 2003; Orey, 2002a, 2002b; Singh & Reed, 2001; Thomson, 2002)

combining instructional methods (Driscoll, 2002; House, 2002; Rossett, 2002)

combining online and face-to-face instruction (Reay, 2001; Rooney, 2003; Sands, 2002; Ward & LaBranche, 2003; Young, 2002)

"Blending means taking two or more presentation and distribution

methods and combining them to enhance the learning content and

experience for the learner."

(Karen Mantyla, Blended eLearning, ASTD Press, 2001)

My favourite…

In 2003, the American Society for Training and Development identified blended learning as one of the top ten trends to emerge in the knowledge delivery industry (Rooney, 2003).

In 2006, Bonk & Graham wrote “ Blended learning EMERGES as perhaps the most prominent delivery mechanism in higher education, business, government, and military settings, it is vital to define it, as well as explain where it is useful and why it is important” (Curtis J. Bonk (Author), Charles R. Graham 2006)

Today, Blended learning is THE WAY. Even if companies still struggle on the best way to implement it….

What is blended learning… ?

30

Blended Learning 2/2

32

RESULT ?

33

WE DID IT !

10h per PDL for a group up to 12 newcomers

(+local support)

Versus 1 full week on site (with low ROI,

travel costs, full investment of people…)

AND DO MUCH MORE ….

ADMIN

Thanks to Improved training design. Ex on one product :

34

INTERFACE INSTALLATION Etc…

Short modules (3min)

Allow INDIVIDUAL Optimized

learning paths for :

. Project managers

. Integration

. Support

. Development engineers

. …

We can do INDIVIDUAL coaching

Etc… Etc…

BUT …. ALWAYS Some weaknesses….

36

We saw more and more people giving up during sessions « operational constraints »….

Even with monthly session,

they ask for more « on demand »

Managers do not « plan »

anymore their training needs!!!!

Work on organisation, objectives, followup, new methods, etc…

Knowledge Strategy : from basic to > autonomy

Experience

Practice

Interactions

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Starting

To

BASIC

BASIC

To

AUTONOMOUS

AUTONOMOUS

To

EXPERT

>

EXPERT

Blended Learning

5D workload Coaching program

15D workload

Surgical Coaching

~5D workload

life

life workload

Certification

38

Learning Dashboard

39

Coaching program 1/2

3rd project 2nd project 1st project

6 month 12 month 18 month

…

Life of a good engineer on OTA Manager …

OK… so How the coaching program can help ? From 18 month to …. 3month

7 Knowledge Items 4 Knowledge Items 2 Knowledge Items

Pract. Exercice 1

Pract. Exercice 2

Pract. Exercice 3

…

..

. ~3 month

Coaching Program : 90% of practicals !

40

Coaching program 2/2

41

What is “surgical” coaching program … ?

Same as coaching program, but only targetting weaknesses …

42

43

RESULT ?

44

WE DIT IT ! AUTONOMY in teams : QUICK / EFFICIENT

3 month !

Versus 1,5 year

using the « free

wheel » method…

BUT …. ALWAYS Some weaknesses….

45

Coaching is too long… (!!)

1D per week is very difficult to respect

Coaching sometimes target « bricks » that people will not use

Work on forecast, on more « individual » followup, …

Knowledge Strategy : > EXPERT users

Experience

Practice

Interactions

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Experience

Practice

Interactions

with Trainer

Theory

Starting

To

BASIC

BASIC

To

AUTONOMOUS

AUTONOMOUS

To

EXPERT

>

EXPERT

Blended Learning

5D workload Coaching program

15D workload

Surgical Coaching

~5D workload

life

life workload

47

COMMUNITIES ! The best Experience sharing ecosystem

07/06/2012

« You can not force a plant to

grow by pulling its leaves…

What you can do is create the

infrastructure in which it can prosper. »

EtienneWenger,1999

48

RESULT ?

49

WE DID IT ! Reveal and boost Community Value added

Use communities to improve project LeadTime, solve

recurrent issues / or to propose improvements in R&D Versus : NO solution before !

50

Technical EXPERT COMMUNITIES Where the COMMON FORCE is changing the picture

HUGE feedback to identify TOP 5 issues for ALL product users handled in 1 month only !!

CREATION of Known TECH RISK list for all products

CREATION OF TOOLS (that are now used by a huge number of people / or will become

part of RND official deliveries !!!)

RAMSAY (DM DB update)

BEAGLE ( campaign improvment)

MONIFA (s@t decompiler)

…

COMMUNITY INFLUENCED RnD RODMAPS ( SDS/SDK, Messenger, DM, OSG…)

SMSC INTEGRATION GUIDE : 50 people (the community) organizing 1H meeting with their

local teams to extract SMSC knowledge is equivalent to 1 WW meeting where we would

invite ALL GGS integrators, support, …

DM Fine tuning guide : from comcell crisis (4 month) to hutch reuse (~weeks)

51

Technical EXPERT COMMUNITIES An ROI evaluation tool

BUT …. ALWAYS Some weaknesses….

52

Difficulties when « community » work is heavier than 10 minutes…

Issues when 1 region work for an other one

Lack of visibility of productions

Lack of « capitalization » as the primary tool is email…

Work on visibility, recognition, sponsorship, financial and organisational model …

53

Agenda

10 min - Some words about Gemalto

5 min - Previous model

40 min - The new model

10 min - Organisation

10 min - Knowledge Transfer Strategy

20 min - Tools

5 min - The future ...

54

Quicker

less time consuming

more ‘targeted’

Improve accessibility

Surf on « mobility »

Use social mass

Connect them to KM

55

56

Well….. Are you ready ?

THANKS ! THANKS !

Frederic CHAUVIN +33 6 88 38 76 68

frederic.chauvin@gemalto.com

http://fr.linkedin.com/in/fredericchauvin