8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
1/39
KM Strategy, Execution
& CultureSharing Microsoft Services KM Initiative
Knowledge Management ConferenceAPQC - April 10th, 2014
Jean-Claude Monney
Global KM Lead
Microsoft Services
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
2/39
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
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
3/39
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
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
4/39
Finance Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
5/39
Products Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
6/39
Strategy Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
7/39
KnowledgCollaboratioas durable competitive adva
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
8/39
Knowledge Collaboration Culture
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
9/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
10/39
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
11/39
Microsoft KM Vision:Instant, RelevantKnowledge in Context
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
12/39
MicrosoftServicesKM Goal:
KM 100%3
100% ofCustomers
100%Time
100%Microsoft
Knowledge
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
13/39
Microsoft Services Knowledge Management
OrganizationaArtifacts
OrganizationalKnowledge
PersonalKnowledge
CustomerArtifact
Projectsand Services
OrganizationalIP
TacitKnowledge
Communities ofPractice KM Programs KM Tools
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
14/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
15/39
KM StrategicFramework
KM Goals & Metrics
KM Technology & Tools
KM ServicesKM Principles
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
16/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
17/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
18/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
19/39
KnowledgePrinciples:
DIKWHierarchy andOrganization
Wisdom
Knowledge
Information
DataUnstructuredStructured
Wisdom
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
20/39
KM Servicesfor KMCultureSample
Culture ofKnowledge
KM Behavioral Analytics CommunityEvents
KM MaturityAssessment & PlanningRecognition
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
21/39
KM Analytics:
Example ofKM reports
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
22/39
KM Analyticsfor CultureExample:CommunityHealth Index
Generic IndexGrowth
Responsiveness
PostsLiveliness
Interaction
Specific IndexSME approved IP
Community IP
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
23/39
KMBehaviorialAnalytics
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
24/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
25/39
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
26/39
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
27/39
IP StandardsIP categorizationsIP publishingReference models
TaxonomiesKM maturity model
KM Servicesfor Explicit
Knowledge:IP StandardsSample
IP GovernanceIP standards
27 Copyright 2013 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
28/39
TacitKnowledge
KM Servicesfor Tacit
Knowledge
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
29/39
KM Services forExplicit
Knowledge:
IP Re-useAnalytics
IP Re-use analytics using Microsoft SQL Seman
Copyright 2014 Microsoft
This is the ultimate IP ROI measure using Big Data technics!
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
30/39
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
31/39
KM Servicesfor Tacit
KnowledgeCommunitiesof Practice
In a world of constainnovation accelerayou are as good asyour trusted networ
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
32/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
33/39
//Campus:Microsoft
Services KMplatform*
*Based on SharePoint 2010and FAST search. Moving to
O365, SkyDrive Pro andAzure
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
34/39
KM Programs
WW Communities KM Platform & ToolsKM Services
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
35/39
KM Platformand Tools.
The newCampusReimagined
Personalized &intuitive userexperience
Integrated withuser work style
Device andServices centric
Industry leadingKM SolutionReference
KNOW
Copyright 2014 Microsoft
Microsoft Services New KM Platform Featur
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
36/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
37/39
CriticalSuccess
Factors
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
38/39
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
Copyright 2014 Microsoft
8/12/2019 Sharing Microsoft Services KM Initiative at APQC April 10th 2014
39/39
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:
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
Top Related