Knowledge Management at Accenture
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Transcript of Knowledge Management at Accenture
Presented by:Rohit DobariaArvind Senta
About Accenture
Accenture is a global management consulting, technology consulting and technology outsourcing company.
Accenture originated as the business and technology consulting division of accounting firm Arthur Andersen.
Company Background
Won 2006 MAKE Award Large no of employees all over the
world Present in more than47 countries In 2004 ROI was ranked first on the S&P
100 Accenture’s clients include top Global
companies
Case Introduction
Accenture had a long history of focusing on Knowledge Management (KM)
Decreased employee count and budget cutting
There was increasing demand for KM
Preparing the launch of the Knowledge Exchange
T. Barfield needed to provide recommendations for future direction
Economic Conditions
In 2002, the economy was in a downturn
Resulted in significant budget pressure on KM group
Many senior managers left; 30% of all KM managers left or were laid off
Pressure to offshore to reduce costs (India and Philippines)
Focus on short term as opposed to long term
Knowledge Management @ Accenture
Strong focus on Knowledge Management Formal KM strategy adopted in 1990 By mid 90’s, thousands of knowledge
repositories had been built using Lotus Notes
KM system becoming inefficient
Strategy Session
A strategy session was held in 2004 Goal was to determine the future of KM
at Accenture Knowledge Management Strategy:
“Drive value from knowledge to enhance revenue, reduce cost, and foster innovation”
Knowledge Management Vision: “To create a world class knowledge-sharing
culture and environment that contributes to Accenture’s success”
SWOT – Strengths
Successful company with a global presence
Present KM initiative: Knowledge Exchange, myLearning, Accenture methodology
Corporate support for KM from CEO to upper and mid level management
Success of KM at Accenture
Knowledge Exchange: centralized system that would simplify access, improve search and streamline content management with a consistent user interface.
Assets that are managed in the Knowledge Exchange include client credentials, proposals, project estimates and best practices.
myLearning: personalized learning management system.
New search capability that integrated results across Accenture’s key content areas.
SWOT - Weaknesses
Unorganized tools and technologies in the KM infrastructure
Difficult to share and access information
Lack of ownership in KM area Failing to capture knowledge as
employees leave the company
SWOT - Opportunities
Increase employee retention and job satisfaction
Decreased knowledge drain Great tool for new employees Further industry leadership position
on KM Turn knowledge into Intellectual
Capital Business Opportunities
SWOT - Threats
Tough economic environment Ineffectively applied capital in KM
IBM Lotus Notes
Implemented Lotus Notes across the organization Every Business unit has their own
database(portals) Accenture Portal – contained links to
decentralized portal Each unit was responsible for managing
and updating their content
Issues with Lotus Notes – Current KM Issues with userfriendliness Lack of awareness of system
capabilities and content Lack of consistency in document
templates Difficult to determine exactly who
should be responsible for managing the content .
Duplication of data
Issues with Lotus Notes – Current KM Unit based knowledge sharing tools were
inefficient, inconsistent and costly
Every business unit created their own portals, and by the end of 2003, several disparate systems / databases were created
These organizations had significant autonomy to do the right thing for the part of their organization
New KM Technology It will provide consistency across
organization and will save time and money for managing the system.
Elimination of content duplication
New Architecture will eliminate the decentralized Lotus notes environment.
The new architecture is based on MS – Sharepoint technology.
Exhibit 1: High level view of new architecture Will Address specific business goals
Single point of entry - A Web Portal
Simple End-User experience
Improve Search and Browse Features
Centralize development and operations of the Accenture Knowledge and Simplify content management
Benefits of the new KE system
Major enhancements Enhanced search results Elimination of content duplication (caused
by decentralized applications) Increased usability (because of a consistent
user experience)
Challenges in implementing this system
Resistance from employees How to transfer existing knowledge in new
system
Issues
Document obsolescence Ways in which to increase the
usefulness of the documents in the system
Focus on immediate Return on Invenstment (ROI) or Focus on developing internal capabilities
Alternatives
Continue with improved Lotus Notes Adopt the new Knowledge Exchange Do Nothing
Thank You