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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.
Foster the reuse of intellectual capital Enable better decision making Create the conditions for innovation

The purpose of knowledge management is to:

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

How to Do Knowledge Management


1. Share what you have 2. 3.

4.

5.

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 Learn by doing, from others, and from existing information

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 your reputation

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.

Innovate: HP Social Network

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

Collaborate: KM Team
B e st P ra 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

W in loss / L essons Learned Subm it

Close-out Lessons Learned Subm it


Close-out Lessons Delivery Collateral

Stan Garfield People Communications

Subm it

Project Profile (new)

Update

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

Update

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

Marcus Funke Process Project Management

Bernard Hennecker Communities User Interface

Andrew Gent Technology

Learn
Read

Attend

Watch

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

Goals of Knowledge Management


Increase orders, revenue, and profits by:
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 reusable

Components
People
culture and values knowledge managers user surveys social networks communities training documentation communications knowledge advisors goals and measurements incentives and rewards

Process
methodologies 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

Technology
user interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata and tags search engines archiving

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

Knowleged Network Componants


Knowledge Advisors :
Assistance in using KM tools, searching for information and any other KM

support

Project Team Collaborations:


Secure collaborative work space for project teams including internal and

external users.

Project Management Libraries:


Project profile repositories, project library, contribution wizard

Communities of Practice:
Communities of people who come together to share knowledge on

common topic.

Knowledge Briefs:
Repository of field-contributed documents containing insigt and nugget

knowledge.

Specialize Repositories and tools:


Mathods, search, refrance, proposal, collateral, Expertise locator

Knowledge from HP/ Outside HP

Customer Engagement
Reuse Invent Capture

Value to Customer

Roadmap
KM Measures Reinforcing Behavior

ti c aT

Knowledge in People Knowledge in Repositories and Collaborative Workspaces

KCR Process and Policy

ti cl pxE i

eh O t

PH

PROCESS: KM Metrics Dashboard

Capture
The number of new projects recorded in the PPR as a percentage of all new projects booked. Goal: 80%
Participation 55 %

Reuse
The 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 5% 5

76% 23%

Capture 5% 5

Portal Usage
The 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 5% 5

Participation
The number of employees who participated in the forums (either online or as a subscriber) this month, as a percentage of total C&I

PPR Usage 5% 5

TECHNOLOGY: Overall KM Architecture


@HP TSG HPS

The HPS KM environment

Intranet

is organized into 3 layers:


Intranet sites Community portals

Communities

Team collaboration spaces

Teams

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. The purpose of knowledge briefs is to share information quickly, passing along insights, tips and tricks, and other nuggets of knowledge to other HP employees. Awards are given to frequent knowledge brief contributors

Knowledge Brief Example

Web 2.0 tool would you use for each of these?


Share 1. Publish your insights 2. Tag your favorite web sites so that others can also benefit Innovate 3. Improve upon a document with a group of colleagues 4. Meet new people to brainstorm and develop new ideas Reuse 5. Find market research to use in a presentation 6. Link to the good ideas of thought leaders, and expand upon them Collaborate 7. Ask for help from others 8. Find people with similar interests Learn 9. Listen to an interview with an expert 10. Find out what the consensus position is on a given topic

Web 2.0: Virtual Worlds Second Life

Test your knowledge: Answers


Share 1. Publish your insights - Blog 2. Tag your favorite web sites so that others can also benefit - Social bookmarks Innovate 3. Improve upon a document with a group of colleagues - Wiki 4. Meet new people to brainstorm and develop new ideas - Virtual world Reuse 5. Find market research - Search engine 6. Link to the good ideas of thought leaders, and expand upon them Blog Collaborate 7. Ask for help from others - Threaded discussion 8. Find people with similar interests - Social networking site Learn 9. Listen to an interview with an expert - Podcast 10. Find out what the consensus position is on a given topic - Wiki