Sharing Microsoft Services KM Initiative at APQC April 10th 2014

8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014

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KM Strategy, Execution

& CultureSharing Microsoft Services KM Initiative

Knowledge Management ConferenceAPQC - April 10th, 2014

Jean-Claude Monney

Global KM Lead

Microsoft Services


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Microsoft

Services @a glance

75%of Fortune 1,000

Companies served

191 countries

46 languages

20,000+Microsoft Services

employees worldwide

LARGESTDivision within

Microsoft

6,000+Consultants &

Architects

5,000+Support Professionals

Copyright 2014 Microsoft

MissionLead and serve our

customers and partners

as they realize their full

potential through

Microsoft Devices and

Services


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Common

CompanyChallenges To respond to customers amarketplaces with greater relevaimmediacy*.

How to lead through acceleratedgreater complexity, uncertaint

ambiguity?

*2013 IBM 1,500 CEO survey Copyright 2014 Microsoft


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Finance Copyright 2014 Microsoft


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Products Copyright 2014 Microsoft


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Strategy Copyright 2014 Microsoft


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KnowledgCollaboratioas durable competitive adva



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Knowledge Collaboration Culture



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Why is KM so strategic at Microsoft Services

Information is commodity,our knowledge is ourintellectual capital

Knowledge sharingto cope with fasterinnovation cycles

At Microsoft Services,Knowledge is our Business, it i



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Microsoft KM Vision:Instant, RelevantKnowledge in Context



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MicrosoftServicesKM Goal:

KM 100%3

100% ofCustomers

100%Time

100%Microsoft

Knowledge



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Microsoft Services Knowledge Management

OrganizationaArtifacts

OrganizationalKnowledge

PersonalKnowledge

CustomerArtifact

Projectsand Services

OrganizationalIP

TacitKnowledge

Communities ofPractice KM Programs KM Tools



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Knowledge Culture

3Collaboration Culture 2

The need for aculturalhierarchy

Exhibiting com

Sharing a com

Establishing a

Connecting pro

Leveraging the

Thinking Globa

Learning from

Re-using collec

Sharing knowl

Services Culture

(Services Foundational Principles)

1



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KM StrategicFramework

KM Goals & Metrics

KM Technology & Tools

KM ServicesKM Principles



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KM Goalsand MetricsMicrosoft Services example

Microsoft Services KM goalsKM100%3

IP re-use

IP sharing

IP innovation

IP ratings

LOB & Country GoalsIP ROI

Faster and more competitive proposals

Proactive Lead/Opportunity Generation

Delivery Quality and Sustainability

People Readiness

Community participation

MetricsActivity

Adoption

Value



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KM MetricsRoadmap

KHI(Knowledge HealthIndex)

KDI(KnowledgeDiscovery Index)

IP ReuseMobile AppsUsage

SentimentAnalysis

K(KInfoO

I

Activity Adoption Valu

CHICommunity HealthIndex)

IP Activityreports by

individuals(Download, sharing,rating)

KM platform

usage reports(Visits, search, sites,etc)

T

oday

Planned



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KM PrinciplesNonakas Model of

Knowledge Creationand Transformation (EXTERNALIZATION)

e. g. Best practice report

(INTERNALIZATION)

e. g. Configuration guide

(COMBINATION)

e. g. Wikipedia

(SOCIALIZATION)

e. g. Conversations



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KnowledgePrinciples:

DIKWHierarchy andOrganization

Wisdom

Knowledge

Information

DataUnstructuredStructured

Wisdom



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KM Servicesfor KMCultureSample

Culture ofKnowledge

KM Behavioral Analytics CommunityEvents

KM MaturityAssessment & PlanningRecognition



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KM Analytics:

Example ofKM reports



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KM Analyticsfor CultureExample:CommunityHealth Index

Generic IndexGrowth

Responsiveness

PostsLiveliness

Interaction

Specific IndexSME approved IP

Community IP



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KMBehaviorialAnalytics



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KM MaturityAssessment &

Planning(sample)

Area Maturity

1

Maturity

2

Maturity

3

Maturity

4

Maturity

5

Financial Management Assessed

Target

Policy & Process Compliance Assessed

Target

Capability and Capacity Planning Assessed

Target

Portfolio Health Tracking Assessed

Target

Knowledge Management Assessed

Target

Partner and Subcontractor Assessed

Target

Customer Satisfaction Assessed

Target

Practice Technical Capability Assessed

Target



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IP StandardsIP categorizationsIP publishingReference models

TaxonomiesKM maturity model

KM Servicesfor Explicit

Knowledge:IP StandardsSample

IP GovernanceIP standards

27 Copyright 2013 Microsoft


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TacitKnowledge

KM Servicesfor Tacit

Knowledge



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KM Services forExplicit

Knowledge:

IP Re-useAnalytics

IP Re-use analytics using Microsoft SQL Seman


This is the ultimate IP ROI measure using Big Data technics!


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KM Servicesfor Tacit

KnowledgeCommunitiesof Practice

In a world of constainnovation accelerayou are as good asyour trusted networ



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KMCollaboration

Technology& Tools*

* Sample, not exhaustive list

SharePoint/O365My site

Search

ECM

BI

Collaboration sites

Portals

Blogs

Wiki

YammerCollaboration in

context, Internal

& External

ExchangeMessaging

SQL, Excel, PowerViewBI and reports

LyncInteractive document

collaboration, Inter &

External

Audio, video, presence

OfficeOutlook

Word

OneNote

PowerPoint

These are some technology foundation for:Company wide KM platform

Companywide IP repository

Project collaboration

Team collaboration

Community collaboration

Profiling & Personalization

Discovery

Supported by architecture Taxonomy

IP categorization

IP Publishing

Templates, forms

Telemetry

Dynamics CRM/xRM/NetbrKM for customer services with socia



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//Campus:Microsoft

Services KMplatform*

*Based on SharePoint 2010and FAST search. Moving to

O365, SkyDrive Pro andAzure



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KM Programs

WW Communities KM Platform & ToolsKM Services



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KM Platformand Tools.

The newCampusReimagined

Personalized &intuitive userexperience

Integrated withuser work style

Device andServices centric

Industry leadingKM SolutionReference

KNOW


Microsoft Services New KM Platform Featur


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KnowledgeCollaboration

Mgt

IP Life CycleMgt

KnowledgeDiscovery

InnovationMgt

Expertise &

Skills Mgt

Reputation Gamificatio

Mgt

IP Artifacts and Knowledge Based Reference Systems

Community

Mgt

BIServices

User eXperience

Microsoft Services New KM Platform Featur



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CriticalSuccess

Factors



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KM Initiative

LessonsLearned

KM is 80% process & people, 20% technolog

CoP are the nervous system of KM

Connectivity & Discovery are paramou

KM behavioral analytics & correlation

Change agents and change managemen

Keep overall design simple for agility/scalab



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2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or tra

countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation

to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any i

date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION

Contact:

[email protected]

www.microsoft.com/microsoftservices

2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or tra

countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation

to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any i

date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION

Sharing Microsoft Services KM Initiative at APQC April 10th 2014

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