Knowledge Management in the Real WorldLecture given at Lawrence Technological University Stan Garfield October 20, 2007

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

What is Knowledge Management?

Knowledge Management is the art of transforming information and intellectual assets into enduring value for an organizations clients and its people. The purpose of knowledge management is to: Foster the reuse of intellectual capital Enable better decision making Create the conditions for innovation

KM provides people, processes, and technology to help knowledge flow to the right people at the right time so they can act more efficiently and effectively

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Why manage knowledge? 1. Prevent redundant effortInvent when needed

But dont reinvent the wheel!

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Why manage knowledge? 2. Avoid repeating past mistakes

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Why manage knowledge? 3. Take advantage of what others already know

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How to Do Knowledge Management

Share what you have learned, created, and proved Innovate to be more creative, inventive, and imaginative Reuse what others have already learned, created, and proved Collaborate with others to take advantage of what they know

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Share

Ask questions and request help others will benefit from the answers Answer questions and provide help being the white knight is gratifying Offer tips, insights, and useful links pay it forward, build your20 Oct 2007

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Share: HP users help each other out

Question: Apr 10, 2007 I have been getting a problem when searching using Google. When I get the results and click on one of them it redirects me to another site and not to the selected site. Answer: Apr 11, 2007 You have spyware. Use spyware removal software. Update to the latest signatures before starting scan. Your problem will be solved.

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Innovate: HP Social Network

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Reuse: HP Proposal Web and Presentation Builder

This slide and many others are reused from existing presentations. Think of how much work it would take to create them from

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Collaborate: KM TeamB e s t P r a c ti c e S h a r i n g Opportunity Opportunity Development Negotiate Creation Evaluation & Bid & Close Delivery

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Capture

Capture

Stan Garfield People Communications

Project Profile

Win/ loss Lessons Learned S u b m it

Close-out Lessons Learned S u b m it

Project Profile (new)

Update

Win/ Loss Lessons Bid Collateral Project Profile (updated)

Update

Close-out Lessons Delivery Collateral Win/ Loss Lessons Bid Collateral Project Profile (updated)

Marcus Funke Process Project Management

Bernard Hennecker Communities User Interface11 20 Oct 2007

Su b m it

Andrew Gent Technology

LearnRead

Attend

Watch12 20 Oct 2007

Listen

Knowledge Management Mission The

mission of the HP Services Knowledge Management program is to institutionalize knowledge creation, sharing, and reuse to:Increase our win rate Drive down sales and delivery costs Increase engagement quality

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Goals of Knowledge ManagementIncrease orders, revenue, and profits by: 14

Reusing materials and expertise Avoiding redundant effort Avoiding making the same mistakes twice Taking advantage of existing expertise and experience Making it easy to find information and resources Communicating important information widely and quickly Promoting standard, repeatable service offerings Providing methods, tools, templates, examples, & data to streamline selling and delivering Making scarce expertise widely available Showing our customers how we use our knowledge for their benefit Accelerating delivery to our customers Stimulating innovation and growth Enabling HP Services to leverage its size Making our best problem-solving experiences reusable20 Oct 2007

Knowledge Management Unified ViewPEOPLEWW KM Team -People -Technology -Process Region KM -KM Lead: 1 per -K-Advisor: 1 per Practice KM -WW Lead: 1 per -Region Lead: 1 per Country KM -KM Lead: 0-1 per -K-Advisor: 0-1 perWW

PROCESSInventContent Management & Governance Authoring Excellence Program IP creation Invention Disclosure Patents

CaptureKnowledge Capture & Reuse Communities of Practice Best Practice Replication Project Team Collaboration Content Management & Governance

ReuseKnowledge Capture & Reuse Communities of Practice Best Practice Replication Project Team Collaboration Content Management & Governance

EMEA

APJ

Americas

Practices

TECHNOLO GY Windows SharePoint Services (WSS) SharePoint Portal Server (SPS) UBB.threads (threaded discussions) HP Virtual Rooms (webinars) @hp portal (intranet) Roller (HP blogs) MediaWiki (HPedia) Specialized applications15 20 Oct 2007

METRICS

Participation: The number of employees who participate in Forums (subscriptions, postings, web site visits), divided by the total number of employees Capture: The number of new project profiles in the Project Profile Repository, divided by the number of new projects Reuse: The average amount of reuse reported in new project profiles, averaging Bid & Delivery

Knowledge Management ComponentsPeopleculture and values knowledge managers user surveys social networks communities training documentation communications knowledge advisors goals and measurement s incentives and rewards

Processmethodologies creation capture reuse lessons learned proven practices collaboration content management classification metrics and reporting management of change workflow valuation social network analysis appreciative inquiry storytelling

Technologyuser interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata and tags search engines archiving16 20 Oct 2007

blogs wikis podcasts syndication social software external access workflow applications process automation e-learning subscriptions points tracking reporting

K owledge Net k Com ens n wor pon tK ow n ledge Adv or is s Poject T r eam Collabor ion at Assistance in using KM tools, searching for information, and any other KM support Secure collaborative workspaces for project teams (including internal and external users)

Project Profile Repository, Poject Man r agem t en Project Document Library, Contribution Wizard L ar ibr ies Com u it of m n ies Pact r ice K ow n ledge B ief r s Specialized R epos or & T it ies ools Communities of people who come together to share their knowledge on a common topic Repository of field-contributed documents containing insights & nuggets of knowledge Methods, Search, References, Proposals, Collateral, Software Source, Expertise Locator

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PEOPLE: KM Expectations

The Technical Career Path (TCP) and Program Management Career Path (PMCP) require consultants and program managers to share knowledge by becoming knowledge contributors and sharing experience on an ongoing basis Read documents and take self-paced training Big Picture Documents User Guides and WBT KM FAQ How to Record Time Spent on KM Activities KCR Expectations20 Oct 2007

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PEOPLE: Employee KM Goals1.

Capture: Capture content and experience from bids and projects (project profiles, lessons learned reports, bid/project documents, solution collateral/service kit content, knowledge briefs) Reuse: Reuse content and experience in bids and projects (solution collateral/service kit content, lessons learned reports, bid/project documents, knowledge briefs) Participation: Actively participate in at least one community of practice, with special focus on subscribing and posting to Forums

2.

3.

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PEOPLE: KM Stars Tell Their Stories

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PEOPLE: KM Stars Incentive Points System

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PEOPLE: Authoring Excellence Program

Rewards HPS personnel who help raise customer awareness of HP Services capabilities through the publication of white papers, articles, and books, or who give presentations to recognized industry forums

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PEOPLE: Innovation Incentive Program

The primary objective is to increase the number and quality of Invention Disclosures submitted to the Legal Department, thereby resulting in more and higher quality patents and a stronger patent portfolio for HP

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PEOPLE: Knowledge Advisors

Application Consultancy Advise on using collaborative workspaces Advise on using the Knowledge Network

Reusable Collateral Assist in locating reusable collateral Assist in searching for information to meet proposal deadlines or when the user is not connected to the HP network

Connect to Knowledge Sources Assist in locating relevant knowledge sources Direct feedback to the right person within the KM team

Knowledge Capture & Reuse Support Assist users in project profile creation Evaluate submitted project profiles, and follow up to improve quality

Training & Communication and User Support Host webinars and walkthroughs on the Knowledge Network Communicate Knowledge Network information as appropriate Assist with collaboration and community usage

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PEOPLE: Knowledge Advisors Page

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PEOPLE: Communities Learning & Development@hp Portal Knowledge Network

Professions

ProfessionsSolution Communities

Communities are groups of Specialty Forums people who share a concern, a set of problems, or a passion about a topic, and who deepen their understanding and knowledge of this area by interacting on an ongoing basis. Professions are communities of practice with the richest set of activities, governance, and structure. Solution Communities are for HPS portfolio solutions that do not currently map to any of the Professions they can evolve to become Professions. Specialty Forums are for niche topics that dont require formal communities but need threaded discussions for collaboration they can evolve to become 26 20 Oct 2007 communities.

driven Develop members to fit into a particular role, be proficient in this role, and be able to deliver services from within that role Motivation: master the profession Focused on the particular topic Various roles can participate Passion is focused on developing, selling, and delivering a specific solution set and becoming very knowledgeable about the topic Motivation: sell and deliver expertly

Solution Communities

Specialty Forums Loosely connected groups of people who want to learn about a particular topic No commitment in terms of

PEOPLE: HP Professions Program

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PEOPLE: HP Professions Example

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PEOPLE: Social Networking

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PROCESS: HP Services Knowledge FlowKnowledge from HP/ Outside HP

Customer EngagementReuse Invent Capture

Value to Customer

RoadmapHP Services Knowledge Other HP KnowledgeKM Measures Reinforcing Behavior

Knowledge in People Knowledge in Repositories and Collaborative Workspaces

Tacit

KCR Process and Policy

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Explicit

PROCESS: Customer Engagement RoadmapSelling Stage Understand Customer Validate Opportunity Identify Opportunity Qualify Opportunity Opportunity Develop & Develop & Propose Negotiate Negotiate & Close & Close Won Implement & Ensure & Deploy Won & Extend Expand & Expand

Roadmap Stage

Opportunity Creation

Opportunity Evaluation

Development & Bid

Negotiate & Close

Delivery

SOAR Events

Opportunity Assessment Approval Opportunity Profile, Lead Manager & Bid Sponsor

Bid Approval

Ts & Cs Approval

Scope Change Approval SOW/SLA Delivery, Scope Change, Risk Management, Up sell & Renewal

Key Deliverables

Opportunity Plan & Initial Bid Plan

Solution & Bid

Contract & Order

Program and Account Reviews

Opportunity Qualification

Bid Assurance

OS Account, Start-up, Win/Loss Delivery Status, Detailed Delivery & Closeout

Project KM Content Project Profile Proposal SOW, Project Plan31 20 Oct 2007

SOW, Project Plan

Win/Loss Win/Loss Review Review

Lessons Snapshot, Learned Lessons Learned

Close-Out Close-Out Report Report

PROCESS: Knowledge Capture & ReuseB e st P r a c ti c e S h a r i n g Opportunity Opportunity Creation Evaluation Development Negotiate & Bid & Close

Delivery

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Reuse

Capture

Capture

Project Profile

Win/ loss Lessons Learned Submit

Close-out Lessons LearnedClose-out Lessons Delivery Collateral W in/ Loss Lessons Bid Collateral Project Profile (updated )

Submit

Project Profile (new)

Update

W in/ Loss Lessons Bid Collateral Project Profile (updated)

Update

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Submit

PROCESS: KM Metrics Dashboard

CaptureThe number of new projects recorded in the PPR as a percentage of all new projects booked. Goal: 80%Participation 50%

ReuseThe average amount of project content that was reused by new projects entered into the PPR for this month. Goal: 45%

61%

PPR Usage

The number of employees who reviewed one or more project profiles from the PPR this month, as a percentage of total C&I population. Goal: 20%

Portal Usage 40%

76% 23%

Capture 80%

Portal UsageThe number of employees who visited one or more practice portals looking for official content this month, as a percentage of total C&I population. Goal: 40% 14% 34%Reuse 45%

PPR Usage 20%

ParticipationThe number of employees who participated in the 20 Oct 2007 forums (either online or as a

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TECHNOLOGY: Overall KM Architecture@HP TSG HPS

Intranet

The HPS KM environment is organized into 3 layers: Intranet sites Community portals

Communities

Team collaboration spaces

Teams34 20 Oct 2007

TECHNOLOGY: Knowledge Network

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Knowledge Network A-Z Index

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Engagement Knowledge Map

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Engagement Knowledge Map (continued)

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Simple Guide to KM

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Knowledge Network Search Tips

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Knowledge Network Remote Access

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Project Team Collaboration

Project teams should collaborate during the project lifecycle Windows SharePoint Services (WSS) Provides support for web-based team collaboration Server-based secure spaces that are accessible from a web browser or the desktop online, with no client software Standard templates provided for projects New functions can be added and the home page is easily customized Create Team Spaces through self-services Training User Guides External access for partners and customers

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Creating a WSS Team Space

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Creating a WSS Team Space (continued)

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Creating a WSS Team Space (continued)

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Windows SharePoint Services Project Team Space Example

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Windows SharePoint Services Internal Team Space Example

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SharePoint Portal Server

Provides support for Community of Practice spaces, and also for key knowledge repositories. Provides easy access to server-based secure spaces that are accessible from a web browser or the desktop. New functions can be added to the space and the home page is easily customized. Content can be added and managed by subject matter experts; no need for librarians or gatekeepers (although approvals can be used).

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SharePoint Portal Server Example Practice Portal

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Web Publishing Center and SharePoint: Industry Practice Portal

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Project Profile Repository

Each project we bid on, win and deliver should have a profile in the repository that can be readily searched, based on industry, customer, or market offering Profiles are simple and easy to enter To create a profile, in the lower middle of the page under Adding a Profile click on Add an item Enter the information in the form Include contact information for more information on the project under Team List Enter as much information as is available, then click on Save and Close at the top of page

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Project Profile Repository

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Project Profile Submission Form

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Project Profile Submission Form (continued)

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Project Profile Repository Browse by Country

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Project Profile Repository Browse by Industry

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Project Profile Repository Browse by Market Offering

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Project Profile Repository Example of a Profile

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Project Profile Repository Example of a Profile (continued)

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Project Document Library & Contribution Wizard

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Community Directory

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HP Forums Threaded Discussions

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HP ForumsAd hoc threaded discussions Users can participate either by the Web or by email, and read by RSS Members interact with other people interested in a particular topic Ask questions, provide answers, share ideas, communicate trends There are Web Thread forums forEmailof the ProfessionsRSS Solution each Thread and Feed Communities, as well as many other subjects

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Ask the Expert

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Knowledge Briefs Knowledge

briefs are exactly that: short but detailed snippets of information on a variety of topics, whether they be aspects of established technologies or overviews of the latest IT trend. purpose of knowledge briefs is to share information quickly, passing along insights, tips and tricks, and other nuggets of knowledge to other HP employees. are given to frequent knowledge brief contributors20 Oct 2007

The

Awards

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Knowledge Briefs Viewer

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Knowledge Brief Example

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HP Global Method

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HP Global Method HPS Methodology Catalogue

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HP Global Method Process Library

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HP Global Method PM Project Management Methodology

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HP Reference2Win Program Submit a Win

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HP Reference2Win Program Advanced Search

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Tacit Knowledge Sharing: Winning the Bid Forum and HPS Podcast

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HP Services Portfolio

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HP MarketVision Market Research

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books24x7 (via HP Labs) Online Access to IT & Business Books

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HP Virtual Rooms

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Grow @hp (e-learning)

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Software: GDAS Reuse Portal and CME IP Asset Catalogue

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Consultant in Resource Management MarketPlace

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Knowledge Network News (monthly)

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Test your knowledge: Which Web 2.0 tool would you use for each of these?Share2. 3.

Publish your insights Tag your favorite web sites so that others can also benefit Improve upon a document with a group of colleagues Meet new people to brainstorm and develop new ideas Find market research to use in a presentation Link to the good ideas of thought leaders, and expand upon them Ask for help from others Find people with similar interests Listen to an interview with an expert Find out what the consensus position is on a given topic20 Oct 2007

Innovate5. 6.

Reuse8. 9.

Collaborate11. 12.

Learn14. 15.83

Web 1.0: Searchable Web (single starting point)

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Web 2.0: Threaded Discussions HP ForumsWeb Thread

RSS Feed Email Thread

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Web 2.0: Wiki - HPedia

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Web 2.0: Blog - Knowledge Sharing Weekly

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Web 2.0: Podcast - HPS OnPoint

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Web 2.0: Social Networking SitesFacebook

LinkedIn

me@hp

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Web 2.0: Social Bookmarks (like del.icio.us)

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Web 2.0: Virtual Worlds Second Life

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Test your knowledge: AnswersShare

Publish your insights - Blog Tag your favorite web sites so that others can also benefit - Social bookmarks Improve upon a document with a group of colleagues - Wiki Meet new people to brainstorm and develop new ideas - Virtual world Find market research - Search engine Link to the good ideas of thought leaders, and expand upon them Blog Ask for help from others - Threaded discussion Find people with similar interests - Social networking site Listen to an interview with an expert - Podcast20 Oct 2007

Innovate

Reuse

Collaborate

Learn92

Find out what the consensus position is on a given topic - Wiki

Web 2.0: Pligg (like Digg)

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Web 2.0: WaterCooler

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YouTube)

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Learning More: Ark Group Report

http://www.ark-group.com/home/publication.asp

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Source: Ark Group

http://stangarfield.googlepages.com /

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Learning More: KM Blog http://www.hp.com/blogs/garfield

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