knowledge management @ schaeffler
DESCRIPTION
Slides for a presentation I gave at the HSG St. Gallen (see http://www.cogneon.de/node/2944 for details).TRANSCRIPT
KM - St. Gallen - 26.11.2009
Knowledge Management @ Schaeffler
KM Approach and Lessons Learned2005-2009
Knowledge Management - St. Gallen – 26.11.2009Simon Dückert (Cogneon GmbH)
Agenda
1. About (Me – Cogneon – Schaeffler)
2. Knowledge Management at Schaeffler KG Expert Debriefing Schaeffler Open Knowledge Space (short)
Schaeffler Wiki (incl. Schaeffler Knowledge Map)
3. Dialog
KM - St. Gallen - 26.11.2009
Hint: the slides of this presentation are translated versions of the slides presented together with Schaeffler at KnowTech 2006 and KnowTech 2009.
KM - St. Gallen - 26.11.2009
Simon Dueckert – About
Dipl.-Ing. Electrical Engineering Engineer for Digital Communication at Fraunhofer IIS Implementation of a Knowledge Management (KM)
Approach at Fraunhofer IIS(Status of case described in Annual Report 2008, pp. 134)
Establishment of Cogneon GmbH, Management Consultingfor Knowledge Management, Learning Organization, Knowledge Work and Knowledge Society in 2001
Vice President of non-for-profit Knowledge Management Society (GfWM e.V.)
Member of New Club of Paris, expert forum for the knowledge economy and knowledge society
Jury Member of Most Admired Knowledge City Award (MAKCi)
https://www.xing.com/profile/Simon_Dueckert (Profil)
http://twitter.com/simondueckert (Tweet)
http://www.cogneon.de/blog/2 (Weblog)
KM - St. Gallen - 26.11.2009
Cogneon GmbH – About
Our Mission: We enable people and organizations to deal with knowledge professionally
Portfolio: Consulting, Coaching, Service, Training Fokus: Knowledge-intensive Industries
Expert Debriefing and professional knowledge work
Project Debriefing and knowledge oriented project management
Wikis and knowledge infrastructure Locations: Metropolregion Nuremberg,
Metropolregion Rhein-Ruhr Customers: Audi, Bosch, Elektrobit, Johnson
Controls, Metro AG, Salzgitter AG, Schaeffler etc. Experience: more than 130 Knowledge
Management Projects with over 30 customers since 2001
www.wissensexzellenz.de
Our history (in german):http://www.cogneon.de/node/2559
KM - St. Gallen - 26.11.2009
Schaeffler KG – About (1)
Employees Turnover (Gj. 2008) 180 Locationsworldwide: about 66.000 wordwide: about 8,9 Mrd. Euro in over 50 Countries
Production Sales
FAG
INA
LuK
KM - St. Gallen - 26.11.2009
Schaeffler KG – About (2)
Schaeffler Automotive
Un
ter-
neh
men
s-b
erei
che
Ge
sc
hä
fts
be
reic
he
/B
ran
ch
en
ma
na
ge
me
nts
Sp
art
en Schaeffler Industrie Schaeffler
Aerospace
Aerospace
Superprecision
Kupplungs-systeme
SystemhausGetriebe
Getriebe- systeme
AutomotiveAftermarket
Ersatzteile
undServices fürWerkstättenund Handel
Motor-systeme
Motoren-elemente
Riemen- und
Ketten-triebe
Getriebe-anwen-dungen
IndustrieAftermarket
Anwendungen Vertrieb
Regionen/Länder
Branchen-manage-ments:
ConsumerProducts
HeavyIndustrie
Antriebs-technik
Produktions-maschinen
Windkraft
Bahn
Kugellager
Nadellager
Kegelrollen-lager
Pendellager
Zylinderrollen-lager
Linear-technologie
Ersatzteile
Service
Über-wachungs-konzepte
Aufbereitung
Fahrwerk-systeme
Fahrwerk-anwen-dungen
undNeben-
aggregate
KM - St. Gallen - 26.11.2009
Schaeffler KG – About (3) Example Volkswagen Tiguan
Knowledge Management @ Schaeffler KG
Vision, Portfolio and Timeline
Knowledge Management Vision and Portfolio @ Schaeffler
KM - St. Gallen - 26.11.2009
The Schaeffler Group is a Learning Organization.
Knowledge communication and sharing is part of the job.
Every employee is a knowledge worker.
Therefore everyone is participating in developing the organization and sustaining competitive advantage.
Vis
ion
Po
rtfo
lio
KM - St. Gallen - 26.11.2009
Timeline 2005/2006 - 2009
Q4/05Q4/05 Q1/06Q1/06 Q2/06Q2/06 Q4/06Q4/06Q3/06Q3/06
Knowledge Map, Open Knowledge Space, Wiki
Schaeffler KnowledgeMap
Schaeffler Wiki (Knowledge Documentation)
Schaeffler Open Knowledge Space(Knowledge Communication)
Ma
na
ge
me
nt
To
ur
Expert Debriefings
Expert DebriefingExperte 2Expert Debriefing
Experte 1
NN
Expert Debriefing Calendar
NN
NN
Business Strategy
Knowledge Strategy
Hint: in addition a community of practice approach with today over 50 CoPs called "networks of competence" exists since 2003. See presentation (german) for more information.
Expert Debriefing
Knowledge retention (or knowledge continuity) when experts are leaving or changing positions
KM - St. Gallen - 26.11.2009
Problem and Motivation (1)
KM - St. Gallen - 26.11.2009
„The expert is leaving - his knowledge too!“
In the next 2-10 years a lot of experienced employees are leaving. Measures of knowledge retention are not done systematically in the
business units. Due to the generation change (baby boomer, gen x, gen y) different
use of media for knowledge documentation (paper, ms office, social media).
Tacit knowledge and experiences are lost. Internal, informal networks disappear. High efforts for "onboarding" of "late successors“ are expected.
Problem and Motivation (2)
360 DegreeReview
Initial Meeting
Measures ofKnowledge Retention
Job MapWorkshop
Project Debriefing
t
1 2 3 4 5 6 … n
KnowledgeBase
Expert Debriefing Process
KM - St. Gallen - 26.11.2009
(Part of the) Job Map is linked to the Wiki
Job Map Example
KM - St. Gallen - 26.11.2009
Example: "Knowledge Objects" of an Expert
01
02
03
04
05
06 07 08 09 10 11
KM - St. Gallen - 26.11.2009
Cogneon Methode Expert Debriefing (S. 17)
Lessons Learned - Expert Debriefing
1. Expert Debriefing Moderator needs to have sufficient domain knowledge!
2. Timeslot for performing Expert Debriefing is not part of the standard process!
3. A lot of tasks and roles the expert ranks with high priority are not part of official process and job descriptions!
4. Browsing through individual "knowledge bases" is very time consuming!
5. The Job Map is a sufficient tool for every knowledge worker (not just the leaving ones)!
6. 360 Degree Reviews deliver important insights!7. "Homework" for expert and successor between the meetings with the
moderater are very important!8. Every Expert Debriefing ist different!
Schaeffler Open Knowledge Space
The Schaeffler Open Knowledge Space is a monthly, 2-hour event designed for face to face knowledge communication. The agend of the event includes four predefined topics and an open knowledge networking afterwards.
Schaeffler Open Knowledge Space (1)
KM - St. Gallen - 26.11.2009
Schaeffler Open Knowledge Space (2)
KM - St. Gallen - 26.11.2009
Schaeffler Wiki
Vorgeschichte Schaeffler Wiki
1. Three sources of the idea „Schaeffler Wiki“: „Unofficial Wikis“ before 2006 Use of Wikis in Expert-Debriefing-Pilot-Projects since 2005 Contact with other Kontakte zu und Beispiele von anderen Unternehmen
2. Schaeffler Knowledge Map as initial structure for Schaeffler Wiki(and other IT-Systems)
3. Since 2007 Schaeffler Wiki Pilot (Mediawiki)
KM - St. Gallen - 26.11.2009
SchaefflerWiki
AP-DB Inranet
Critical Success Factor: Wiki Use Cases
KM - St. Gallen - 26.11.2009
Hint: for every wiki use case at least one wiki gardener has been assigned.
Wiki-Anwendungsfälle:
1. Competitor Knowledge
2. FAQ Collection
3. Event Documentation
4. Rolling Bearing Encyclopedia
5. Transmission Encyclopedia
6. Newsletter
7. Master Thesis
Wiki Use CaseTransmission and Rolling Bearing Encyclopedia
1. Idea for Wiki Portal Transmission came from idea to publish a printed transmission encyclopedia.
2. Content for the book was co-created in the wiki.
3. Editing and release processes had to be established because of external publication.
4. Content:
– Portal Transmission:170 wiki pages
– Portal Roller Bearing:150 wiki pages
KM - St. Gallen - 26.11.2009
Wiki Use CaseFAQ Collection
1. Answers to questions often asked (FAQ = Frequently Asked Questions).
2. In contrast to documenting FAQs in e-mail or ms office documents wiki has the advantage to avoid "knowledge silos".
3. Creation of a FAQ in a wiki is really simple.
4. Today there are more than 30 FAQ pages in the wiki.
KM - St. Gallen - 26.11.2009
Wiki Use CaseNewsletter
1. Unusual use case: a newsletter to current topics from R&D should not be distriuted by e-mail but in the wiki.
2. Every content element of the newsletter is a wiki page.
3. With every newsletter issue (monthly) 4-5 high quality wiki pages are created.
4. Newsletter issues are among the Top-10-pages.
5. Further newsletters were created.
KM - St. Gallen - 26.11.2009
Lessons Learned - Wiki
1. You cannot understand the value of wikis cognitively, you have to try!.
2. Explicit Wiki Use Cases are a critical success factor.
3. Similar to community moderators in communities of practice the role of the wiki gardener is a critical success factor.
6. Templates and the systematic usage of Categories („Tags“) are necessary for structuring the content.
7. Explicit processes and initiatives like "house keeping", wiki consulting/coaching and wiki gardening meetings are necessary.
8. There are a lot of synergies between the methods "Community of Practice" and Wikis.
9. Besides the "Company Wiki" with equal rights for all employees there is a need for wikis with defined user groups (e.g. departement wiki, project wiki, topic wiki). For that purpose the software Mediawiki is not very well suited.
KM - St. Gallen - 26.11.2009
Outlook
KM - St. Gallen - 26.11.2009
1. Since 2008 there is a project together with the IT departement to define a requirement specification for the future wiki software platform.
2. The process of wiki analysing to systematically analyse "good wiki practices" is gaining importance:
Contact
KM - St. Gallen - 26.11.2009
Paul SerenSchaeffler KG(Head of Knowledge Management)[email protected]
Simon DueckertCogneon [email protected]://www.twitter.com/SimonDueckert