knowledge portals with knowledge maps: the “glue” for business objects and processes
Post on 16-Jan-2016
32 Views
Preview:
DESCRIPTION
TRANSCRIPT
copyright 1999 Primix Solutions | www.primix.com
Knowledge Portals with Knowledge Maps: The “Glue” for Business Objects and Processes
Dirk Mahling, Ph.D.Global KM Practice Leaderdmahling@primix.com617.923.6763
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 2
What is Knowledge Management?(official version)
Managing intellectual capital to drive value-generating decisions and actions across the enterprise
• Marrying processes and information to generate, gather, store, connect, and apply knowledge where and when people need it
• Often an enabler of other domains
• Objective is to drive business results through conversion of information into actionable knowledge
• Metrics include cycle time, quality, customer satisfaction, employee satisfaction, productivity, etc.
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 3
What is Knowledge Management?(Unofficial Version)
• Everything that is not “database” or transaction (unstructured mess)
• Critical facture: culture; Visible part: technology
• KM is:
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 4
So…What is a Portal?
• Basically: A home-page on steroids.
• Provides access to diverse enterprise content
• Provides access to enterprise communities
• Provides links to services within the enterprise
• Provides key links to services and information outside
the enterprise
• Provides "utility services", e.g. personalization, security
• Channels
• More….
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 5
Sales and MarketingServices
PortaPortall
Knowledge Management and Customer Relations
Transaction Managementand E-Commerce
Corporate Intranets
Supplier Online Malls EDI
Buyer Centric Procurement
Supplier Centric
CatalogsNarrowCasting
Corporate Home Page
Two forces join to bring portals about
• Leverage industry, customer, & product/technical knowledge
– Marketing programs
– Pre-sales efforts
– Sales process
• Support post-sales support & customer service
• Assist in product development & research
• Users
– Marketing people
– Sales people
– VARs and Distributors
– In-house and Contract
technicians
– Customers (purchasing)
– Customers (service depts.)
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 6
Consumer
Portals
Corporate
Portals
Customer
Portals
Vertical Portals Commerce
Portals
Example Yahoo,
AOL
Business Portal/EIP Premier Pages Industry Web Site,
Energyportal.com,
Digital Marketplace,
Commerce Hub
Target User Consumers Employees Customers Business
Professionals in a
single discipline.
Communities of
Interest and
Practice
Business
Professionals in
any discipline;
eMarkets
Purpose Directory/ Internet
Apps
Leverage Intranet
Resources
Customer Specific
Views
Content, Links, and
Commerce
Online forum for
B2B supply chains
Content Anything Intranet Apps/
Internet Content
Catalogs, Manuals,
FAQs, Transactions
Articles, Job
Listings, Catalogs,
Guides
Catalogs, Shopping
Guides,
Transactions
Different Types of Portals
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 7
Major Portal Features Portal- Knowledge Map for Enterprise- Alerts, Personalization- Channels, Profiling- Security, Login- Application Launching
Content- Searching- Grazing
- Catalogs/Indices- Alerts
- Taxonomy- Pull/Push
- BoKs
BestPractices- Workflow
- Tasks- Profiling
- Taxonomy- Capture
- Store- ReUse
eAssist- Diagnose-Solutions
Chat-CallCenter
- CRM
eCom-subscribe - pay per
view- renew
subscrip-tion
Communities- Discussion
Boards- Alerts
- Taxonomy- TeamWare
- RemoteCollaboration
- TeamArchive
eLearning-skill transfer- distance ed- curriculum - authoring
- performance- personnel
development.
Customers,Employees,
Partners
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 8
Case: BW Energy’s VisionDevelop a vertical portal that:
Optimizes facility operation, equipment & maintenance
Aggregates and optimizes load among many users
Acts as a sophisticated exchange for the purchase of energy, passing volume and
efficiency savings to our clients
Determines if and how to lower ongoing costs and improve efficiency
Identifies cost anomalies, develop solutions and takes both corrective and
preventative action
Provides continuous, real-time monitoring and evaluation of your entire portfolio
Utilizes advanced forecasting techniques, direct weather info and real time utility
rates to reduce consumption & minimize/avoid peak loads
Automatically implements optimizing solutions once approved
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 9
Case: First Creative Alternative
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 10
Case: Third Alternative
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 11
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 12
What the Portal Accomplished for WebGen
Reduced cost, increased productivity for clientsAutomate processes, Streamline workflows
Clients leveraged assets betterFocus most valuable assets on most valuable functions
Promoted loyaltyChange economics of business relationships
Increased salesNew channels, New Customers, New offerings
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 13
Steps and Tools in Content Generation
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 14
The Knowledge Challenge
I Just Can’t Find It”I Just Can’t Find It”
“I Know It’s Out There,“I Know It’s Out There,
- Merrill Lynch, Enterprise Information PortalsIn-depth Report November 1998
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 15
InfoAccess
How to Address the Information Need Problem
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 16
Information needs differ
• Users have different information needs– Some users knows exactly what they need
– Some users can formulate the query but do not know whether a
specific target document/object exists
– Some users have a vague need that can not be verbalized yet
• Users come with different degrees of
knowledge at time of asking– Some users know the subject matter space well
– Some users understand the problem at hand intricately
– Some users know the collections and resources well
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 17
Cater to Individual Cognitive Styles
• Different people prefer different cognitive
styles – framed vs. unframed (internal vs. external frame of reference)
– peripheral vs. focused (broad vs. narrow)
– visual vs. textual (presentation and selection modes)
• example: amazon.com– allows on portal page to search by
• author, title
• asking general NL questions
• browsing subject areas
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 18
Human Search Behavior
Search for information
• Browse/Graze
– Be educated while looking
– Iteratively refine information need
• Inquire
– Ask an intelligent agent
– User able to articulate information
need
– User unaware of type of document
• Pinpoint
– Locate a document or object; User
knows that document exists
– User has experience with catalog
searches
Retrieve information from:
• Databases
• Documents/Reports
• Internet or intranet
• External feeds
• Discussion groups
• Best practices libraries
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 19
Novices have more success with browsing;Experts prefer more sophisticated search
mechanismsUser Expert Expert Expert Novice Novice Novice
Issue RetrievalTime
RetrievalRelev.
Iteration(Learning)
RetrievalTime
RetrievalRelev.
Iteration(Learning)
Browsing slow low yes slow high yesInquire inEnglish
mid high yes mid high yes
Inquire inBoolean
fast high some fast verylow
no
Pinpointw/ Cat.
veryfast
veryhigh
no veryfast
low no
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 20
CustomersK = source of knowledge
Suppliers/Vendors
K7
Regulatory Entity
K8
Your Company
K4 K5
K2 K3 K6
Knowledge Workers
Channel Partners
K9
K1
Beyond Content: Communities
• Bringing knowledge and knowledge workers together
• Continually developing knowledge that drives business performance
• Gathering and using business intelligence in support of strategy
• Always having the best knowledge available for decision making
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 21
Communities and hierarchies exist side-by-side in every organization, communities provide a solution to the problem
Community = Two or more individuals who interact because of common interests or task requirements.
Contain connections between individuals that may not be identified by any organization chart
Communities are unique structures for connecting individuals, coordinating human action and generating knowledge
Communities
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 22
Organizational Reach
MemberCohesivenessHighLow
Local
Global
Work TeamWork Team
Community -of-Interest
Community -of-Interest
Tacit Knowledge
Explicit Knowledge
Community -of-Practice
Community -of-Practice
Best PracticeCommunity
Best PracticeCommunity
Economic-WebEconomic-Web
Understand Community Type
• Communities vary
significantly, and it
is critical to
understand the
appropriateness of
each type
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 23
Generally better for:• Rapid, incremental innovation• Improved efficiency (cost, time)• Improved task quality
Organizational Reach
MemberCohesivenessHighLow
Local
Global
Work TeamWork Team
Community -of-Interest
Community -of-Interest
Tacit Knowledge
Explicit Knowledge
Community -of-Practice
Community -of-Practice
Best PracticeCommunity
Best PracticeCommunity
Economic-WebEconomic-Web
Community selection should be driven by business goals and needs
Generally better for:• Slow, revolutionary innovation• Improved average performance (less variance) • Improved error rate
Which community is right for you?
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 24
K-Maps connect Content, Community, and ProcessWhich task
needs this?
Where is the policy manual? Process
Document K-Map
Document
Process
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 25
Taxonomies
• Taxonomies are ways to structure vast amounts of information, e.g.
– Dewey system, SIC, animal kingdom
• Multiple parallel taxonomies can co-exist, e.g.
– from a product point of view
– from a process point of view
– from a R&D point of view
• The “first cut” at a taxonomy should be done by a domain expert
and KM expert
• Taxonomies can be living entities (updateable)
• Content that is mapped by the taxonomies can be automatically
“refreshed” and sorted
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 26
Types of K-Maps
• Hierarchical Taxonomies– Tree structures
– Single path to target
– Documents just on leaves or also above?
• Lattices– Multiple paths
• Semantic Networks (similar to lattice)– Associative
• Predefined and "Word" Folders
• Concept Recognition, Dynamic Categories
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 27
Yahoo: Hierarchical Taxonomy
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 28
TheBrain: Semantic Nets
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 29
Northern Light: "Word" Folders
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 30
Semio: Categories on demand
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 31
Themescape: Word Count and Relation
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 32
Dataware: Concept Identification
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 33
Building a Knowledge Map
• DOs
– build a company specific
taxonomy
– build many taxonomies
– involve all stakeholders
– employ soft methods such
as “day in a life”,
storyboarding
– keep the map an
“evergreen” object
– Employ automatic engines,
e.g. Semio or Dataware
• DON’Ts
– start with SIC codes
– make it an exercise in
library science
– re-invent Dewey
– try to be complete
– try to be overly efficient
– try to be un-ambiguous
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 34
Comparing Ways to Generate and Refresh Knowledge Maps
Method Advantage Disadvantage
Automatic Very fast May be sub-
optimal
Semi-
Automatic
Fast and accurate Requires human
intervention
Manual Accurate Slow
On Demand High relevance Sometimes lower
relevance
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 35
Content Scenario
Page: 1
6/9/96
Page: 1
6/9/96
Page: 1
6/9/96
Page: 1
6/9/96
ExternalInformation
Sources
InternalInformation
Sources
Time-Sensitive Information
(faxes, conversations, meetings)
CAPTURE
FILTER
STORE
USE
TAXONOMY
Document Management System, Databases, etc...
BUSINESS PROCESSES
Information technology makes knowledge management possible and necessary now in ways it has not been in the past.
BUSINESS PROCESSES
Page: 1
6/9/96
Page: 1
6/9/96
Page: 1
6/9/96
Page: 1
6/9/96
KNOWLEDGE SOURCES
Process Scenario
ORGANIZATIONAL STRUCTURE
ORGANIZATIONAL STRUCTURE
COMMUNITY ACOMMUNITY B
SUPPORTTEAM
SHARED
WORK-
SPACES
COMMUNITIES OFINTEREST NETWORKS
Communication, cooperation, control technology (email, Lotus Notes, WWW, etc.)
Customer Virtual Communities
Collaboration Scenario
ENHANCED BUSINESS PROCESSES
LIBRARY
Transforming Information into Business Advantage
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 36
KM Solution In tegration P ro jectKM B lueprin t P ro jectKM R oadm ap Pro ject
IBA KMPlatform
IBA KM BenchmarkDatabase
Strategic Assessment
LongList
SelectionCustom er Knowledge
Existing Solutions
Know-How
Expertise Carriers
RelationshipKnowledge
Risk
Cost
Return
Feasable
ProjectDefinition:
KMRoadm ap
Quick W ins
InfrastructureSW Selection
Process/PolicyBusiness Case
KM ArchitectureBlueprint
(Technology,Business, Policy)
KM App. In tegration
KM C hg. M anagem ent
RunningKM
Solution
Primix KM BenchmarkDatabase
Primix KMPlatform
KASP
KM RoadmapKM Roadmap KM BlueprintKM Blueprint KM SolutionKM Solution
KM Roadmap Quick Start Portal
Drill Down Modules
Profile of a Knowledge Mapping Program
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 37
Resulting Major Potential Features Portal- Knowledge Map for Enterprise- Alerts, Personalization- Channels, Profiling- Security, Login- Application Launching
Content- Searching- Grazing
- Catalogs/Indices- Alerts
- Taxonomy- Pull/Push
- BoKs
BestPractices- Workflow
- Tasks- Profiling
- Taxonomy- Capture
- Store- ReUse
eAssist- Diagnose-Solutions
Chat-CallCenter
- CRM
eCom-subscribe - pay per
view- renew
subscrip-tion
Communities- Discussion
Boards- Alerts
- Taxonomy- TeamWare
- RemoteCollaboration
- TeamArchive
eLearning-skill transfer- distance ed- curriculum - authoring
- performance- personnel
development.
Customers,Employees,
Partners
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 38
Internet
Intranet
Functional Convergence of Portals
Internal Access to
"Mainframe" Data Extranet Access
for Channel Partners Access for
Customers
Catalogs,E-Commerce
External E-Commerce
Catalog
Shipping, Tracking
Access to Content (Content
Management)
Customer Support
Communities
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 39
Knowledge Management and Customer Relations
Transaction Managementand E-Commerce
• Portal Is Not Just Providing A Vehicle For Making A Transaction Happen
• Providing Knowledge To Support The Buying Process Is Critical
• Facilitating Internal Electronic Information Exchange
• Organizations That Develop Leverage Enterprise Portals for Internal Knowledge Management and External Relationship Management are Poised for Success
Portal Vision for Electronic Business
Unstructured Info Structured InfoE-BIZ
copyright 2000 Primix Solutions | www.primix.com | info@primix.com Page 40
www.primix.comStrategic Internet Services
One Arsenal MallWatertown, MA 02472
Dirk Mahling, Ph.D.Global Practice Leaderdmahling@primix.com
617.923.6763
top related