Knowledge Management at Accenture CASE III - Shane C & Abby M
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Transcript of Knowledge Management at Accenture CASE III - Shane C & Abby M
Accenture- History
•Once the administrative services division of Author Anderson (1953 – 1989)
•Split from Arthur Andersen in 1989 but kept the Anderson Trademark (Anderson Consulting).
•In 2000, changed its name to accenture after a contract dispute with Arthur Andersen
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
•Accenture is a global company, working with 96 of the top 100 Fortune Global companies.
•3 main revenue streams consulting, technology services and outsourcing▫ 100,000 people in 2005▫ “today” 181,000 in 120 countries▫ 13.67 billion in Revenue in 2004 ▫ “today” over 25 billion in Revenue
Organization
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Accenture – Structure (2005)
Operating Groups
Financial
ServicesProducts
Commun / High Technology
ResourcesGovernment
Capability GroupsStr
ategy
and
Bus Architecture
Supply Chain Mgt
Technology
Customer Relation Management
Human Performance
Finance/Controller
Facilities MGT Corporate Communications
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
“High Performance Delivered”
•Low Employee Efficiency ▫Highly Fragmented Organizational
Structure▫Access to the right expertise and
information to sell and deliver against their clients
▫30% of employees are new •Shareholder Loss of Value
▫Pressures to maintain competitive edge ▫Operational Budget pressures
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages
Problem Aspect
Current State – (2005)• Average of 4,500 employees access to
information on-line PER DAY with on average 500 new users each day.
• Currently running more than 40 lotus notes servers, knowledge exchange fragmented by decentralized web based portals
• Knowledge exchange management team recently downsized.
• Unclear who is to manage the content and how the governance structure should be mandated
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages
Problem Aspect
Silo Data Bases -
Duplication of Information
Nonintuitive End User Experience
Unmanaged
Content
Information Inconsisten
cy
Ineffective Search and Retrieval of Information Information
CollaborationEfficiency
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages
Problem Aspect
Silo Data Bases -
Duplication of Information
Nonintuitive End User Experience
Unmanaged
Content
Information Inconsisten
cy
Ineffective Search and Retrieval of Information
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Multiple web based portals
Lack of centralized search technology
Lotus Notes
Multiple Servers
Multiple Data Bases
Knowledge Management Systems• Knowledge Management is the collection of
processes that govern the creation, dissemination, and utilization of knowledge. ("An Open Discussion of Knowledge Management", Brian (Bo)Newman, 1991.)
• Range of practices used in an organization to identify, create, represent, distribute and enable adoption of insights and experiences. ("Knowledge Management", Wikipedia).
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Knowledge Management Systems• KM involves the ability to categorize and retrieve
information that other people have written. To be able to share the collective knowledge of the organization is what can give you a competitive advantage. (IBM Website)
• Knowledge is unstructured and Messy. A successful KM program transforms data into intelligence and wisdom.
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Organizational Objectives of KM•Improved Performance •Competitive Advantage •Innovation •Sharing of lessons learned •Continuous Improvement
Technologies Employed in KM• Knowledge Bases (Searchable,
Categorized Knowledge) • Knowledge Repositories (Repository of Media)• Groupware (Email, Calendaring, etc) • Expert Systems (Use of Artificial Intelligence to assist
decisions) • Group Decision Support Systems (Electronic Meeting
Systems) • Blogs • Wikis • Rss Enablement • Social Networking
1) Sharepoint
Allows organizations to consolidate and centralize
their content, data, documents, processes,application and people▫Easier knowledge retrieval▫Efficient knowledge asset management▫Reduction in servers to 10▫Cost savings (estimated to be one million
dollars)
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
2) Upgrade existing system
Lotus Notes currently house documents,processes, knowledge articles in
centralizedrepository•Add ins for specific knowledge transfers •Enhanced search and retrieval abilities•Centralized data
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
1) SharePoint Pros Cons
• Change leader in place• Industry standard
▫ Popular for medium to large size businesses
• Strong development toolsets
• Availability of Developers• New Users comfortable
with user interface▫ Similar to other
Microsoft products▫ Tighter integration with
existing Microsoft products
• Change• Could be seen as conflict
of interest• New product not allot KM
tools available and experience
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
2) Upgrade existing
Pros Cons
• Existing staff familiar with system
• Easier migration• More mature KM
tool/modules• Customizable
• Availability of programmers
• User profiles and security levels not integrated with active directory▫ Single source of
authorization /authentication
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Why not upgrade?
Why not improve what is working?
Evolution vs revolutionCulture needed a KM
revolutionBuild on it rather than start fresh
Efficiencies may not have been gained by working within existing architecture and concepts
70% of users are familiarNew future users
and/or 30% are not and Lotus Notes is more complex
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Compelling reason to Change
• Gains through process of newly designed knowledge exchange architecture
In house championShareholder value
More marketable solution for their consulting and even possible IT services group
EFFICENCY side, equal in terms of options as the benefit in the process of re-architecture of design and human process.
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
Project Goals
1) Fostering and Sustaining a Knowledge Sharing Culture 2) Improving the time to Competency for New Hires 3) Enabling and Enhancing Accenture's’ Sales Capability 4) Ensuring and Improving the ROI for KM 5) Improve Margin on Key Engagements
SWOT Analysis showed for each of these goals showed thatelements of Strengths, Weaknesses, Opportunities, andStrengths had hardly anything to do with technology, andeverything to do with Process and People.
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect
What happened at Accenture
•Legacy system was retained for 90 days•Increased usage, 170,000 downloads per
month to more than 400,000•Increase in Employee Satisfaction surveys
and a 7-10 point increase in access to information and ability to locate
•Increased Cost savings, ability to reduce the number of servers
Messages for Modern Leader
•Not Just Information Technology •Culture of Continuous Improvement•Foundation of Governance (Policies and
Procedures) •Motivating Staff •Training Staff on what KM is and why?•Building a KM team, empowered/enabled
Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect