We are a consulting firm dedicated to helping companies provide their employees with the

information, education and knowledge they need, to work

smarter, faster.

Content DevelopmentDevelopment of the text, video and graphics that represent how your business operates, such as: • Policy and procedure manuals• Reference materials• Training or learning

E-learningLeveraging technologies to enable learning anywhere, anytime.

Knowledge ManagementLeveraging of intellectual assets through the cultivation and sharing of knowledge or expertise.

Many companies now realize…

• Success depends on the performance of their people–for companies to work smarter, faster, their employees must work smarter and faster.

• Competitive advantages are becoming more difficult to sustain.

• Traditional training and reference materials have many shortcomings.

• Initial intranet implementations have led to information overload.

Our approach is to help companies not just adopt, but sustain knowledge management

To ensure the long-term success of KM…

•

Maximize the value in the knowledge.

– Relevant– Up-to-date– Accurate

• Minimize the burden on the end-user. (Four Rs)– Right amount– Right information/knowledge– Right time– Right context

– Consistent– Concise

How employees useknowledge

The ongoing processof producing value-adding knowledge

Service & Support Managers (SSMs)…

• are a single point-of-contact for strategic accounts - each SSM supports one key customer.

• provide comprehensive, effective and, as required, customized support services.

• are expected to understand and even anticipate customer needs.

The organization planned to rapidly hire 250 new SSMs.

Information Resources Before KM• Other SSMs

– Email– Discussion forums– Phone

• Personal contacts• Cisco intranet• Management team

Resulting Costs • Reinventing the wheel (productivity)• Improvising the wheel (consistency)• Hoarding the wheel (competitiveness)

Orient New Hires• Minimize time-to-proficiency• Develop a brand image for the SSM role

Help Improve Performance• Increase productivity• Move SSMs through the 4 stages of

professional development faster• Increase service consistency and quality

Facilitate Innovation• Foster continuous process improvement• Open channels of communication

Executive SponsorSanta Clara, CA

KM Business LeadNew York, NY

Cisco ITRaleigh, NC

Project Sponsor & KM Development TeamCharlotte, NC

Quick HitsPhase 1

Phase 2

4/00

6/00

9/00

2/01

OngoingKM

• Promotes reuse of information

• Facilitates multiple views tailored to individual needs

• Streamlines navigation for maximized user experience

• Supports dynamic content updates

• Provides reusable framework for deploying KM connections across business units

Integrated Knowledge Architecture is a registered trademark of VisionCor, Inc.

• Allows for implementation on any major technology platform

• Maximizes the capabilities of current portal or content management systems

Our Integrated Knowledge ArchitectureTM is a conceptual framework used to organize knowledge portals and structure content.

Where do I start?

How do I… ?Who can help me?

Build a Virtual Team Best

Practice

New Hire Checklist

SSM Directory and Biographies

How do I… ?

How did you… ?What does it look like?

Failing Components Action Plan Example

Crashing Local Directors Case Study

Proactive Issue Management Best

Practice

Content Contribution – Case Study

Resolving Trade-In RMA Issues Case Study

This is great stuff.

Knowledge Manager – review and approval

That RMA trade-in was difficult. I bet the rest of

the team could use what I just learned.

Orient New Hires• Establishes a one-stop shop for SSM

organizational information.• Provides just-in-time reference information,

organized around SSM business processes.

Help Improve Performance• Integrates the know-how needed to perform.• Clarifies performance goals.• Supports performance evaluation process with

standardized tools and templates.

Facilitate Innovation• Captures and distributes expert knowledge and

best practices.• Captures feedback for process improvement.

Reusing our architecture across other Cisco organizations, resulted in a 50% savings in development efforts on subsequent portals.

• Get senior management support• Start small• Know your audience• Begin with maintenance in mind• Deploy rapidly• Test usability early and often• Be prepared to define processes• Less is more• Culture matters• Focus on business results

Thank you for your time and attention.

For more information, contact:

John SchnebleBusiness Development Manager

jschneble@visioncor.com

VisionCor6000 Fairview Road

Suite 350Charlotte, NC 28210www.visioncor.com

1-888-299-8267