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KM Journey Lyn Murnane, Knowledge Design Consultant BUPA Australia April 2017

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  • KM Journey

    Lyn Murnane,

    Knowledge Design Consultant BUPA Australia

    April 2017

  • What are we going to chat about?

    About Me

    Some relevant KM stuff

    4 organisations, 5 examples Overview

    Challenges

    Outcomes

    Measures

    Where might you start?

  • I have worked here:

    BUPA Australia December 2016 to present Knowledge Design Consultant (project)

    ANZ: March 2014 to August 2016 Manager, Knowledge Management, Analytics & Insights

    IDP Education: October 2011 March 2014 Knowledge Manager

    Telstra: Jan- Sept 2011 Manager, Knowledge Management

    FastTrack Software: Jul Dec 2010 Knowledge Manager

    Medibank Private: May 2008 June 2010 KM Business Consultant

    FastTrack Software: August 2005 May 2008 Enterprise Support Lead

    IT Trainer

  • How I learn

    Networking KMrt KMLF MBIT @ RMIT 2008-2011

    Conferences Learning Assembly 2014

    Learning Assembly 2015 (presenter)

    KM Australia 2014,

    KM Australia 2015 (presenter)

    Gamification Australia 2016

    KM Australia 2016

    Continuous Learning Coursera.org (2014)

    Gamification

    On Strategy: What Managers can learn from Philosophy

    Udemy Atlassian software suite and

    Agile methodologies

  • Roles and tasks

    IT Training & support Technical Writing KM Systems Instructional Design E-learning development User feedback

    Knowledge Manager KM Business Consultant Stakeholder engagement Collaboration with SMEs Social networks Blog - genverbosity Twitter - @boffin66 Networking Communities of Practice

    KMrt KMLF

    http://genverbosity.wordpress.com/http://twitter.com/boffin66https://sites.google.com/site/kmrtvic/http://www.meetup.com/Melbourne-KMLF/

  • Some KM related stuffWhat I have learnt so far

  • what skills does a Knowledge Manager need?

    Customer / User Orientation

    Leadership

    Analytical Thinking and Decisive Judgment

    Communications

    Facilitate sharing & collaboration

    Teamwork

    Learning and knowledge sharing

  • some data

    A 2012 global report by McKinsey Global Institute, the research arm of management consultancy McKinsey & Company, argues wide adoption of social media technologies by businesses could cut down some of the time-wasting involved in emailing and improve worker productivity by 20 to 25 per cent. http://www.smh.com.au/it-pro/business-it/workers-spend-61-per-cent-of-their-day-lost-in-email-and-information-20120730-23957.html

    McKinsey Global Institute Report 2012 - http://www.mckinsey.com/industries/high-tech/our-insights/the-social-economy

    19.8 per cent of business time the equivalent of one day per working week is wasted by employees searching for information to do their job effectively, according to research released today by Interact.

    http://www.it-analysis.com/services/outsourcing/news_release.php?rel=38149

    And sometimes I do remember to reference!

    http://www.smh.com.au/it-pro/business-it/workers-spend-61-per-cent-of-their-day-lost-in-email-and-information-20120730-23957.htmlhttp://www.mckinsey.com/industries/high-tech/our-insights/the-social-economyhttp://bit.ly/11wFoOUhttp://www.it-analysis.com/services/outsourcing/news_release.php?rel=38149

  • Knowledge Sharing data

    Social Media Participants a good alignment to measure knowledge sharing

  • Lets talk about:MedibankTelstraIDP EducationBUPASuccesses and failures I have known before

  • Medibank Private - 2004Implementing KM at MBP

    EXAMPLE 1

  • Medibank Private - OVERVIEW

    Market share in PHI Australia

    29%

    Number of people covered

    3.8 million

    Total Revenue

    $5.9 billion

    Total benefits paid

    $4.6 billion (84.8% of contributions)

    No. of customer transactions inbound 3 million calls

    PRIVATE HEALTH INSURANCE: Highly government

    regulated and the regulations change frequently

    Extremely complicated for staff as well as customers

    Customers often dont really understand their cover until they claim

    PHI is a high use insurance compared to other insurances

    http://www.medibank.com.au/Client/Documents/Pdfs/MPL_Annual_Report_2013.pdf

  • overview

    Medibanks culture the approach to change

    Empowerment for the Ground crew

    We dont need a McKinsey or a Boston Consulting to tell us how to improve the business weve got over 1200 ground crew staff who know exactly where the real gaps are to be addressed in the business, George Savvides MD.

    We embrace change better when we do it ourselves

  • challenges

    Access to knowledge

    Intranet 1400 files, out of date,

    inconsistent, poor search, slow.

    Many sources of information: Lotus Notes, shared drive (40,000 files), local

    info, Circulars

    Help desk calls -20,000 internal staff

    helpdesk calls per month

    Communication to frontline staff ineffective

    Circulars, Manuals, Guides, many

    emails, 400 page policy documents

    Customers Unhappy, Given

    Inconsistent information

    Staff Retention, Feedback from exit

    interviews - staff leaving because not

    Access to knowledge was confusing, inaccurate and inconsistent.

  • desired changes

    Departments

    HR

    Marketing

    Compliance

    Product

    PHI

    Fund Policy

    Complaints

    Finance

    Corporate Affairs

    Modes

    Single Knowledge Repository

    Staff Engagement

    I am in control

    Consistent messages

    Reduced Complaints

    Customer Satisfaction

    More satisfied

    Better service

    Image: http://www.johnhaydon.com/wp-content/uploads/2009/04/twitter-many-to-one.jpg

    Knowledge Enablers

    http://www.johnhaydon.com/wp-content/uploads/2009/04/twitter-many-to-one.jpg

  • changes Where to start?

    Pilot Assess what are the biggest pain

    points

    Deliver a pilot / small version of a knowledge base

    Include frequently asked questions and used materials

    Assess outcomes

    Measured how Average handling times

    Staff turnover / retention

    Helpdesk calls

    Ex gratia payment savings

  • and Medibanks KB was born

    Max and Molly 2 different KB instances Max was for customer facing processes

    Molly for corporate processes and support

    Both named by staff in a competition

    Buy-in through user participation in content from previous processes

    Sold using branded gadgets, stress balls, umbrellas etc

  • Max 2009

  • 0

    100000

    200000

    300000

    400000

    500000

    600000

    700000

    800000

    900000

    Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

    04-05

    05-06

    06-07

    07-08

    08-09

    09-10

    Outcomes - measures

    Max / Molly / Intranet

  • Cost / Benefits

    Ongoing Costs without change Training new starters

    $12.5Keach / 30% turnover

    Staff Help Desks

    20,000 calls to 2 helpdesks.

    Call Handling Time

    Ex Gratia Payments

    Cost MPL $500,000 in FY03. Consistent, complete and accurate information in a central repository has the ability to reduce this cost.

    Ongoing Costs after pilot On-going costs 6 staff and support.

    Benefit realisation within three months.

    All Handling Time - The Pilot Program statistics demonstrated a reduction of 6.3% in Call Handling Time.

  • What worked?

    Ongoing support Feedback mechanism was and still is the most popular

    feature

    Content Write it for the audience

    Write if for how they think about it

    Avoid jargon

    Team Built by staff for staff

    Frontline engagement - focus groups (personas), super user group

    Competitions, surveys, road shows

    Brand identity , stickers, soft balls, umbrellas

    quick reference guides / materials

    Tool good search, no complexity

    met requirements

    easy to use

  • Lessons learnt

    Resistance Business experts & Management engagement

    Approval process subject matter experts took three times longer than expected

    Training self-paced workbook didnt work well for call centre / retail environment

  • Measures - reports

    Users Measure no. of times

    users access certain items in KB

    Ensure participation by enforcing access to news items

    Content Audit

    Review 6 monthly with SMEs

  • Telstra

    EXAMPLE 2

  • Telstra overview - 2011

    Telstra had more than 10 official KM systems

    100s of unofficial tools including spreadsheets, personalised web pages, databases etc

    Know How an intranet based process and sales information tool that supports 14,000 users onshore, offshore and industry partners.

    Know How's key focus is support of personal customers Included some support for Telstra Business (Small Business)

  • KnowHow - challenges

    Observations

    content / information verbose and not user friendly

    marketing materials copy and pasted into web pages

    No collaboration

    Feedback loop was sporadic and not transparent

    No Governance, archiving or expiry of content unless requested

  • Changes

    User Feedback forums

    What does KnowHow sound like / its character Understanding what works and what doesnt Whats missing? Suggestions for inclusions

    Getting engagement / buy-in

    Assessment of value of outsourced publishing

  • Outcomes

    Insourced team 6 internal staff employed

    Governance model

    Audit process

    Expiry process

    Writing style guide

    Publishing style

    New content management system should have automated some of these processes

  • measures

    Successes Know How team won a business

    innovation award in 2012 http://www.cio.com.au/mediareleases/15187/telstra

    -tops-bi-awards/

    http://www.cio.com.au/mediareleases/15187/telstra-tops-bi-awards/

  • Other -Telstra Bigger picture

    Project to create a company wide KM strategy

    Aims to create a single source of truth High level governance model

    Has leadership support and cross business unit endorsement

    Project currently being scoped and mapped

    Identifying measures of success

  • IDP Education PTY LTD

    EXAMPLE 3

  • IDP Education - overview

    Education placements market leader. Placements in AU, US, CA, UK & NZ

    IDP Education also manages and part-owns the IELTS test the leading test of English language proficiency for study and migration.

    IDP is 50% owned by IDP Education Limited, a company owned by 38 Australian universities, and 50% owned by SEEK.

    Operates in 27 countries 500 counsellors (Student Recruitment)

  • Overview - OSCAR - 2010

    Overseas Student Central Advice Resource

    CRM implemented to manage the end to end student application process

    Student Enquiry

    Best match course

    Application Management

    Visa Assistance

    Offer from Uni

    Needed data about all providers (unis) and their courses

  • ChallengesIDP Knowledge - OSCAR

    136,000 knowledge base pages 99% data collected about universities and their programs from publicly available

    information

    1600 manual knowledge articles Provided by local staff, or from Uni

    Location based Visa information

    Presentations from universities

    Links to Uni sites & videos

    Info about scholarships & application requirements

  • challenges

    KB sold as matching tool Confused about how / why

    Visibility of content Issues with accessibility & control of information

    Search How to return relevant results from so much content

    Navigation Where to find the content

  • changes

    2nd project to add more functions and fix issues

    Support desk produced a tag line

    We needed to give OSCAR some life (a persona)

    Character and tagline born

  • changes

  • measures

    OSCAR Connect Measures - last 90 days Result % Result Target Total Last weeka. Decrease number of staff not yet participating in OSCAR Connectb. increase adoption

    Active Users 208 38% 70% of licences 550 210

    Creators (have posted) 48 23% 24% of active users 50

    Commentors 74 36% 33% of active users 77

    Inactive 342 62% 30% of licences 340

    KB Reporting

    use

    d d

    efa

    ult

    ke

    yw

    ord

    re

    po

    rt

    to c

    ov

    er

    all

    Current Measures 24-Jun 1-Jul 8-Jul 15-Jul

    KB Logins (Adoption Report) 6038 5532 6239 8201

    Keyword Searches (Counsellors) 899 978 1401

    Weekly '0' Results 128 101 111

    Answers Viewed (Counsellors) 1644 1396 1573 1848

    Matching Sessions 1453 1566 1714 1307

    OSCAR Connect Views 511 364 136 143

    OSCAR Connect Posts 44 33 16 6

    OSCAR Connect Comments 216 97 35 28

    OSCAR Connect Active Users 87 70 50 49

    Answers Viewed (Counsellors)9

    71 11

    15

    75

    7

    83

    9 10

    12

    73

    3

    11

    16

    10

    21

    10

    90

    11

    00

    12

    50

    90

    5

    10

    08

    16

    83

    16

    02

    14

    57

    14

    26

    14

    00

    14

    65

    19

    97

    20

    23

    21

    09

    18

    57

    20

    60

    15

    82

    22

    90 25

    21

    24

    70

    28

    20

    24

    87 2

    76

    3

    23

    73

    23

    57

    23

    32

    22

    15

    22

    24

    28

    17

    29

    97

    29

    04

    28

    64

    27

    94

    26

    58

    25

    53

    22

    43

    28

    35

    14

    -Oc

    t

    21

    -Oc

    t

    28

    -Oc

    t

    4-N

    ov

    11

    -No

    v

    18

    -No

    v

    25

    -No

    v

    2-D

    ec

    9-D

    ec

    16

    -De

    c

    23

    -De

    c

    30

    -De

    c

    6-J

    an

    13

    -Ja

    n

    20

    -Ja

    n

    27

    -Ja

    n

    3-F

    eb

    10

    -Fe

    b

    17

    -Fe

    b

    24

    -Fe

    b

    3-M

    ar

    10

    -Ma

    r

    17

    -Ma

    r

    24

    -Ma

    r

    31

    -Ma

    r

    7-A

    pr

    14

    -Ap

    r

    21

    -Ap

    r

    28

    -Ap

    r

    5-M

    ay

    12

    -Ma

    y

    19

    -Ma

    y

    26

    -Ma

    y

    2-J

    un

    9-J

    un

    16

    -Ju

    n

    23

    -Ju

    n

    30

    -Ju

    n

    7-J

    ul

    14

    -Ju

    l

    21

    -Ju

    l

    28

    -Ju

    l

    4-A

    ug

    11

    -Au

    g

    18

    -Au

    g

    All Users Keyword Search vs '0' Results Keyword Searches (Counsellors)Weekly '0' Results

  • New concept alert

    What??

    Gamification:The use of game elements and

    game-design techniques in non-game contexts

    For the Win Kevin Werbach, Dan HunterWharton Digital Press - 2012

    http://www.greenbookblog.org/2013/07/08/for-the-love-of-the-game-using-gamification-in-mr-as-a-complimentary-tool/

    Some gamification examples you may recognise

    PBL Points

    Badges

    Leaderboards

    Examples of extrinsic motivation

    Not intrinsic so may well prove to be unsustainable

    http://www.greenbookblog.org/2013/07/08/for-the-love-of-the-game-using-gamification-in-mr-as-a-complimentary-tool/

  • OSCAR Community

    More engagement

    Ideas for improvements / additions

    Discussion of issues

    Share info

  • How we got some game

    Treasure Hunt Ask a question in community site

    Users search in KB

    Answer via KB feedback (v1)

    Answer via community site (v2)

    Impact is increased visibility ongoing

  • Community Reputation Depending on points accumulated, a different bling icon is displayed next to a users name

    By viewing the change in Member numbers,

    I could see who had changed from lurker to

    participant.

    Last week, I had 310 Members and

    only 1 new user so 7 people felt

    moved enough to comment this

    week.

  • Game results

    TH 1 TH 2

  • IDP IELTS

    EXAMPLE 4

  • Test Centre

    Test Centre University accepts results

    Employer accepts results

    IELTS Test Centre

    IELTS results are accepted by more than 8000 organisations in more than 135 countries.

    IELTS results are accepted by more than 3000 institutions and programs in the US.

    The IDP IELTS test centre network offers IELTS in more than 200 locations globally.

    Example Sites

    IELTS

    More than two million IELTS tests were taken in 2013. IELTS is available in more than 130 countries. There are more than 900 IELTS test locations worldwide. The IDP IELTS test centre network offers IELTS in more than 200 locations globally. IELTS is available up to four times per month, 48 times per year.IELTS results are available after 13 calendar days.

    IELTS test is jointly owned by IDP Australia, Cambridge and British Council globally.IELTS in Australia is wholly owned by IDP

  • Overview - Project IELTS

    CRM for Central Disparate record management

    Centralise

    Agile project High level Reqs Week 1 December 2012

    Build Week 2 -3 December 2012

    Showcase January 2013

    Pilot launched February 2013

  • challenge - A Knowledge base?

    Support and queries managed by central team via email

    How to give test centres the power to help themselves

    Why should some wait overnight or over weekend for response?

  • changes

    Assess Issues / pain points Assess FAQs from enquiry inbox

    Assess common issues and requests from Regional Managers

    Assess common audit issues

    Build content around these main pain points

    Ask network what they need? Ask them if they wish to participate in testing, feedback and naming

    iKnow is born

  • outcomes

    KB launched 27 June 2013

    Feedback positive

    400 answers and growing

    Participation from all sites not just head office

    And hey, I won an award!

  • BUPA AustraliaTransformation Project

  • KM at BUPA

    Program started back in 2012 ands I have watched with interest its maturation

    Intent was to build nuggets of content that could be reused in multiple locations by different user groups

    Customer facing staff content has been built

    Now CMS is dated and no longer supported is a desktop based application

    Content

    Customer serving staff

    Policy / Process

    Marketing

    (resources)

    Customers

    (documents, web)

  • Transformation

    A program of 9 streams bringing together the different applications that sources customer, policy, claims & process data

    To build an integrated solution which will better understand and serve customers

    Image sourced: http://17026-presscdn-0-98.pagely.netdna-cdn.com/wp-content/uploads/sites/9/2016/11/Digital-transformation-634x0-c-default.jpg

  • KM at BUPA 2017 Cloud based CMS

    User designed & tested

    Tool has better capability for reuse of content

    Customer focussed

  • where might you start?Looking at KM in your organisation

  • ideas 1st time?

    Start small

    Pilot

    User interaction Understanding gaps and pain points

  • Important things to consider

    KM Governance

    KM Framework KM Principles KM Standards

    KM Governance can

    Provide a common understanding of knowledge and knowledge management

    Employ best practices that will improve usability & transparency and delivers relevant knowledge to its users in an effective way

    Can enable more reliable and relevant search

    Provide transparent mechanisms for risk management, evaluation and measurement (building trust)

    Slows the proliferation of alternate knowledge solutions and increases the relevance of available knowledge through consistent review, modification and archiving of knowledge

    Lowers total cost of knowledge development and management through increased efficiencies throughout the KM lifecycle

  • In Closing

    Anyone in the organization who is not directly accountable for making a profit should be involved in

    creating and distributing knowledge that the company can use to make a profit

    Sir John Browne CEO of BP http://www.ikmagazine.com/xq/asp/sid.0/articleid.750C40CD-3510-47CA-9827-

    5403ADCE1D93/eTitle.Greater_than_the_sum_of_its_parts_Knowledge_Management_in_British_Petroleum/qx/display.htm

    http://www.ikmagazine.com/xq/asp/sid.0/articleid.750C40CD-3510-47CA-9827-5403ADCE1D93/eTitle.Greater_than_the_sum_of_its_parts_Knowledge_Management_in_British_Petroleum/qx/display.htm

  • Knowledge workers

    Knowledge Cafe

    Knowledge Jam

    SocialNetworkAnalysis

    SwarmingPersonal

    KMKnowledge

    Fair

    After Action Review

    Community of Practice

    Lessons Learned

    Knowledge SharingCulture

    EmergentKnowledge

    TaxonomyNetwork Charter

    Knowledge Harvesting

    Holistic

    Knowledge Asset

    NarrativeFragments

    KnowledgeArchitect

    Social Learning

    Cynefin Framework Curation

    Reinventingthe wheel

    Knowledge Mapping

    Social CapitalBest

    PracticeTacit

    KnowledgePeer Assist

    IntellectualCapital

    Explicit Knowledge

    Folksonomy Eliciting

    Knowledge Management Buzzword

    www.chriscollison.com

    How many of these terms have you heard?

    https://chriscollison.wordpress.com/tag/knowledge-management/

  • The reality is

    Sometimes its just like trying to herd cats

    Video from EDS 2001

  • the end