Knowledge Management: Knowledge Management: Best Practices for Productivity & InnovationBest Practices for Productivity & Innovation

Dr Madan RaoDr Madan Rao

Editor, “The Knowledge Management Chronicles”Editor, “The Knowledge Management Chronicles”

http://twitter.com/MadanRao madan@techsparks.com

The Knowledge JourneyThe Knowledge Journey

Existing knowledgeExisting knowledge– Traditional knowledgeTraditional knowledge– Organisational knowledgeOrganisational knowledge

New knowledgeNew knowledge– Innovation in organisationsInnovation in organisations– Startups/entrepreneurshipStartups/entrepreneurship

KM: KM: Drivers and OutcomesDrivers and Outcomes

DriversDrivers– InternalInternal

Challenges: knowledge retention Challenges: knowledge retention Opportunities: improving productivityOpportunities: improving productivity

– ExternalExternal Challenges: competition, environmental pressureChallenges: competition, environmental pressure Opportunities: innovation, globalisationOpportunities: innovation, globalisation

OutcomesOutcomes– Productivity, Innovation, Risk managementProductivity, Innovation, Risk management

Wealth, if you use it, comes to an end; learning, if Wealth, if you use it, comes to an end; learning, if you use it, increases.you use it, increases.

- Swahili proverb- Swahili proverb

I hear, I forget. I see, I remember. I do, I I hear, I forget. I see, I remember. I do, I understand.understand.

- Chinese proverb- Chinese proverb

A known mistake is better than an unknown truth.A known mistake is better than an unknown truth.- Arab proverb- Arab proverb

An old patient is better than a new doctor.An old patient is better than a new doctor.- Kannada proverb- Kannada proverb

KM Focus AreasKM Focus Areas

Best practicesBest practices Project management, deliveryProject management, delivery Risk management, knowledge retentionRisk management, knowledge retention Sustainable innovationSustainable innovation Intellectual capital managementIntellectual capital management Efficiency, productivityEfficiency, productivity Customer excellence, citizen satisfactionCustomer excellence, citizen satisfaction

What we did so far…What we did so far…

KM @ EurekaForbesKM @ EurekaForbes

The “8 Cs” of Success in the The “8 Cs” of Success in the Knowledge EraKnowledge Era

ConnectivityConnectivity ContentContent CommunityCommunity CultureCulture CapacityCapacity CooperationCooperation CommerceCommerce CapitalCapital

The “8 Cs” of Success in the The “8 Cs” of Success in the Knowledge EraKnowledge Era

ConnectivityConnectivity– Connectivity, bandwidth, devices, platform, interfaces, standards, Connectivity, bandwidth, devices, platform, interfaces, standards,

portalportal ContentContent

– Archives, assets, databases. Creation, codification, classification, Archives, assets, databases. Creation, codification, classification, archival, retrieval, trackingarchival, retrieval, tracking

CommunityCommunity– Knowledge-exchange communities, evolution of communities, Knowledge-exchange communities, evolution of communities,

supportsupport CultureCulture

– Trust, support, learning organisationTrust, support, learning organisation

The “8 Cs” of Success in the The “8 Cs” of Success in the Knowledge EraKnowledge Era

CapacityCapacity– Roles, organisational support, training, HRRoles, organisational support, training, HR

CooperationCooperation– Between units, with customers/partners, industry, external Between units, with customers/partners, industry, external

institutes (eg academia)institutes (eg academia) CommerceCommerce

– Commercial and other incentives, pricing of knowledge Commercial and other incentives, pricing of knowledge contribution, ranking and usagecontribution, ranking and usage

CapitalCapital– Investments into KM practice, RoI metricsInvestments into KM practice, RoI metrics

ConnectivityConnectivity

Early bumps: Fujitsu (lack of standardisation)Early bumps: Fujitsu (lack of standardisation) Open Text: Livelink WirelessOpen Text: Livelink Wireless Sun (Philippines): SMS, PDA workflowSun (Philippines): SMS, PDA workflow Siemens Medical Systems: Med2Go, iPaqSiemens Medical Systems: Med2Go, iPaq Buckman Lab’s K-Netix: CompuServe -> WebBuckman Lab’s K-Netix: CompuServe -> Web WLANs/WiFi: Creative design of workplacesWLANs/WiFi: Creative design of workplaces

ContentContent

Siemens: taxonomy, global editing teamSiemens: taxonomy, global editing team Swiss Re: Knowledge managersSwiss Re: Knowledge managers Factiva, LexisNexis: Newsfeeds for IntranetsFactiva, LexisNexis: Newsfeeds for Intranets EMC: Techlore knowledge respositoryEMC: Techlore knowledge respository EMC: Tech support KnowledgeBaseEMC: Tech support KnowledgeBase Fujitsu: ProjectFinderFujitsu: ProjectFinder i2: Project Workbenchi2: Project Workbench Hill & Knowlton: “Bestsellers”Hill & Knowlton: “Bestsellers”

Communities of PracticeCommunities of Practice

Bank of Montreal: Social Network AnalysisBank of Montreal: Social Network Analysis Tata Steel: 21 CoPsTata Steel: 21 CoPs ChevronTexaco: CoPs and M&AChevronTexaco: CoPs and M&A DaimlerChrysler: TechClubsDaimlerChrysler: TechClubs Oracle: Professional CommunitiesOracle: Professional Communities

Top down, bottom up, middle out; Top down, bottom up, middle out;

boundary-spanningboundary-spanning

CultureCulture

EMC: KM culture via peer pressureEMC: KM culture via peer pressure i2: Start-up culture, learning fasti2: Start-up culture, learning fast IBM: Cognizant Enterprise Maturity ModelIBM: Cognizant Enterprise Maturity Model i-Flex: quiz programi-Flex: quiz program Infosys: “Learn once, use anywhere”Infosys: “Learn once, use anywhere” Quiver: “Engineering versus the rest” blockQuiver: “Engineering versus the rest” block Fujitsu Consulting: Early “dis-enlightenment”Fujitsu Consulting: Early “dis-enlightenment”

Capacity: Knowledge RolesCapacity: Knowledge Roles

Boundary spanners, roamers, outposts, Boundary spanners, roamers, outposts, knowledge project managers, stewards, knowledge project managers, stewards, coaches, trainers, councillors, counsellors, coaches, trainers, councillors, counsellors, officers, integrators, administrators, engineers, officers, integrators, administrators, engineers, librarians, synthesisers, reporters, editors, librarians, synthesisers, reporters, editors, learning officers, CKOs, directors of intellectual learning officers, CKOs, directors of intellectual assets, CIOs, anecdote manager . . . . . . . . . . !assets, CIOs, anecdote manager . . . . . . . . . . !

CapacityCapacity

EMC: Formal training programsEMC: Formal training programs HSS: KM workshopsHSS: KM workshops i-Flex: Software process certificationi-Flex: Software process certification NASA: Mentoring program (Academy of NASA: Mentoring program (Academy of

Program and Project Leadership)Program and Project Leadership) Bank of Montreal: K-CaféBank of Montreal: K-Café Johnson&Johnson: KNEAT (Knowledge Johnson&Johnson: KNEAT (Knowledge

Networking Environmental Assessment Tool)Networking Environmental Assessment Tool)

CooperationCooperation

Industry associations: vertical (eg. NASSCOM), cross-Industry associations: vertical (eg. NASSCOM), cross-sector (eg. APQC), national (IKMS – Singapore; K-sector (eg. APQC), national (IKMS – Singapore; K-Community - India)Community - India)

EDS: Collaboration with US business schoolsEDS: Collaboration with US business schools MITRE: Knowledge Partners program – retireesMITRE: Knowledge Partners program – retirees Open Text: KM Advisory Board with 20 top customersOpen Text: KM Advisory Board with 20 top customers SunPhil: KM Association of the PhilippinesSunPhil: KM Association of the Philippines World Bank’s networking of city mayors in Central World Bank’s networking of city mayors in Central

AmericaAmerica

Commerce: Knowledge MarketplaceCommerce: Knowledge Marketplace

Siemens: “shares,” cellphonesSiemens: “shares,” cellphones Infosys: Knowledge currency unitsInfosys: Knowledge currency units MITRE: KM Achievement Award, Corporate KM MITRE: KM Achievement Award, Corporate KM

Recognition AwardsRecognition Awards EDS: EDS Fellows ProgramsEDS: EDS Fellows Programs IBM: Knowledge Advantage awardsIBM: Knowledge Advantage awards

CapitalCapital

Buckman Labs: US$7,500 per person (4 per Buckman Labs: US$7,500 per person (4 per cent of revenue)cent of revenue)

McKinsey: 10 per cent of revenue is spent on McKinsey: 10 per cent of revenue is spent on KM KM

Hoffman-LaRoche: cut down drug application Hoffman-LaRoche: cut down drug application process by several months (US$1 million per process by several months (US$1 million per day)day)

Maturity: MetricsMaturity: Metrics

Activity metricsActivity metrics Process metricsProcess metrics Knowledge metricsKnowledge metrics People metricsPeople metrics Organisational metricsOrganisational metrics

MetricsMetrics

Quantitative metricsQuantitative metrics Semi-quantitative metricsSemi-quantitative metrics Qualitative metricsQualitative metrics

MoF ad: Can you find the 0 amongst the Qs?MoF ad: Can you find the 0 amongst the Qs?

QQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQOQQQQQQQQQQQQQQQQ QQQQQQQQQQQOQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQQQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ

Social Media and KM ImpactsSocial Media and KM Impacts

Increased the population of experts available (internal + Increased the population of experts available (internal + external)external)

Improved creation + validation of expertise (speed, Improved creation + validation of expertise (speed, quality)quality)

New collective + unstructured + narrative knowledgeNew collective + unstructured + narrative knowledge ““Force multiplier” for collaboration and innovationForce multiplier” for collaboration and innovation SEO + SMOSEO + SMO Trends: mash-ups and appsTrends: mash-ups and apps

KM: Sectoral AdvantagesKM: Sectoral Advantages

Media: Media: management of multimedia content, management of multimedia content, smooth workflow, delivery of content on multiple smooth workflow, delivery of content on multiple devices at user end, CRMdevices at user end, CRM

Government: Retention of expertise from retiring Government: Retention of expertise from retiring employees, one integrated citizen interface for e-employees, one integrated citizen interface for e-government services, better response to government services, better response to citizen/business queries citizen/business queries

KM: Sectoral AdvantagesKM: Sectoral Advantages

High-tech manufacturing: High-tech manufacturing: Reduced time to Reduced time to market, time to repair; learning from customer market, time to repair; learning from customer inputs and suggestions; project/product inputs and suggestions; project/product managementmanagement

Banking/finance: Banking/finance: New product development, New product development, customer/activity profiling, reducing costs, customer/activity profiling, reducing costs, harnessing new technologiesharnessing new technologies

KM Maturity & EvolutionKM Maturity & Evolution

2 years of KM2 years of KM– Scaling (horizontal/vertical), fine-tuning rewards/awards, Scaling (horizontal/vertical), fine-tuning rewards/awards,

refining metricsrefining metrics 5 years of KM5 years of KM

– Phasing out rewards; external metrics for assessing KM Phasing out rewards; external metrics for assessing KM effectiveness; awardseffectiveness; awards

10 years of KM10 years of KM– Global benchmarkes, global awards, thought leadership: Global benchmarkes, global awards, thought leadership:

books, case studies (eg. Infosys)books, case studies (eg. Infosys)

Emerging Trends Emerging Trends

StorytellingStorytelling External KMExternal KM GamificationGamification Sense-makingSense-making KM + innovationKM + innovation Research mindsetResearch mindset Internal crowdsourcingInternal crowdsourcing

Wealth, if you use it, comes to an end; learning, if Wealth, if you use it, comes to an end; learning, if you use it, increases.you use it, increases.

- Swahili proverb- Swahili proverb

I hear, I forget. I see, I remember. I do, I I hear, I forget. I see, I remember. I do, I understand.understand.

- Chinese proverb- Chinese proverb

A known mistake is better than an unknown truth.A known mistake is better than an unknown truth.- Arab proverb- Arab proverb

An old patient is better than a new doctor.An old patient is better than a new doctor.- Kannada proverb- Kannada proverb

Questions?Questions?

Twitter: @MadanRaoTwitter: @MadanRao