planning ahead – why do it?. leveraging knowledge management in product and service development...

Planning ahead – Why do it? Planning ahead – Why do it?

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It might help to know what you’re up against . . .

Lunch!

Lunch!

Leveraging Knowledge Management in Product and Service Development Projects

Presented by: Suzanne Hansen

Leveraging Knowledge Management in Product and Service Development Projects

Presented by: Suzanne Hansen

Copyright ©2001 Electronic Data Systems Corporation. All rights reserved.

AgendaAgenda

• Vision Vision

• Knowledge Management (KM) OverviewKnowledge Management (KM) Overview

• KM Program Project ConsiderationsKM Program Project Considerations

• Implementing the Service Development Implementing the Service Development Framework Framework– Service Development Plan ComponentsService Development Plan Components

– Technology Roadmap ConsiderationsTechnology Roadmap Considerations

– Enterprise Architecture StrategiesEnterprise Architecture Strategies

• Technology TrendsTechnology Trends

• Examples Examples


VisionVision

Global Business Models … that embrace collaborative marketing and Global Business Models … that embrace collaborative marketing and delivery systems built on “best practices” open technology AND IT delivery systems built on “best practices” open technology AND IT enterprise management systemsenterprise management systems

VisionVision

Global Business Models … that embrace collaborative marketing and Global Business Models … that embrace collaborative marketing and delivery systems built on “best practices” open technology AND IT delivery systems built on “best practices” open technology AND IT enterprise management systemsenterprise management systems

• Data anytime, anyplace, anywhere with unbounded collaboration

• To gain competitive edge

• Through systems that swiftly reward performance excellence

• Data anytime, anyplace, anywhere with unbounded collaboration

• To gain competitive edge

• Through systems that swiftly reward performance excellenceCopyright ©2001 Electronic Data Systems Corporation. All rights reserved.

Knowledge

Knowledge Management OverviewKnowledge Management Overview

QualificationQualification

ClassificationClassification

CharacteristicsCharacteristics

DefinitionDefinitionDefinitionDefinition

Commercial Knowledge AssetCommercial Knowledge Asset Comprised of Comprised of people/teams/artifacts that, in a given situation, formulate the right goals, and right actions at right place/time and price

BusinessEventstimulus

Performance

Situation GoalDesired State

action



QualificationQualificationQualificationQualification


DefinitionDefinition

Tacit knowledgeTacit knowledge PersonalPersonal Hard to formalize and to communicateHard to formalize and to communicate Demonstrated Demonstrated ‘here and now’ ‘here and now’ Two dimensions:Two dimensions:

- Technical (know-how)- Technical (know-how) - Cognitive (beliefs)- Cognitive (beliefs)

Explicit knowledgeExplicit knowledge Transmit in formal, systematic languages Transmit in formal, systematic languages Can be expressed in words and numbersCan be expressed in words and numbers Tip of the iceberg of knowledge bodiesTip of the iceberg of knowledge bodies Oriented towards past events Oriented towards past events or objects or objects ‘over there and past’‘over there and past’



ClassificationClassificationClassificationClassification



Knowledge MapsKnowledge Maps

Maps to accessible contentMaps to accessible content Classifies roles, data & workflow process Classifies roles, data & workflow process Agile - adapts to change Agile - adapts to change (e.g. hyperlinks to related KM domains)(e.g. hyperlinks to related KM domains) Includes tacit & explicit knowledgeIncludes tacit & explicit knowledge

ExamplesExamples

- Customer Relationship Knowledge- Customer Relationship Knowledge

- Operations Infrastructure Management- Operations Infrastructure Management

- Products and Core Re-usable- Products and Core Re-usable Services Components Services Components


KM Program Project ConsiderationsKM Program Project Considerations

Process ComponentsProcess Components

Organization and CultureOrganization and Culture

Definition and GoalDefinition and GoalDefinition and GoalDefinition and Goal

InterdependenciesInterdependencies

Knowledge ManagementKnowledge Management

Process of leveragingProcess of leveraging individual knowledgeindividual knowledge through through organizational learning, organizational learning, run by an organization run by an organization aiming to perform aiming to perform better as a wholebetter as a whole

input

input

in

in

GoalGoal

Add valueAdd value to the company to the company through through continuously continuously

improving performanceimproving performance

ResultResult…… learning learning organizationorganization

Focus…Focus…- Baseline - Baseline original business original business

processes processes - - FFree resources to ree resources to contributecontribute


Process ComponentsProcess ComponentsProcess ComponentsProcess Components

Organization and CultureOrganization and Culture

Definition and GoalDefinition and Goal


Knowledge Diffusion(Transfer)Knowledge Diffusion(Transfer)

Knowledge Creation (Generation) Knowledge Creation (Generation)

Knowledge CodingKnowledge CodingKnowledge CodingKnowledge Coding

KM Program Project Considerations KM Program Project Considerations



Knowledge Diffusion(Transfer)Knowledge Diffusion(Transfer)

Knowledge Creation (Generation) Knowledge Creation (Generation)


Four principlesFour principles

Focus on BFocus on Business goalsusiness goals Needed to support knowledge body re-useNeeded to support knowledge body re-use IdentifyIdentify

StructureStructure knowledge domainsknowledge domains in in knowledge knowledge maps maps using ausing a common language andcommon language and

standardization or standardization or EnterpriseEnterprise ArchitectureArchitecture - tacit - tacit knowledge knowledge - explicit- explicit knowledge knowledge

EvaluateEvaluate

Publish – Access data/informationPublish – Access data/information Choose appropriate Choose appropriate technologytechnology

(e.g. ETL vs EAI & report design)(e.g. ETL vs EAI & report design)

Codification Codification aallowsllows knowledge toknowledge to be be shared, stored, combined andshared, stored, combined and manipulated manipulated




Computer Supported Computer Supported Cooperative WorkCooperative Work (CSCW) (CSCW)

technologiestechnologies

- - Supports communication/collaborationSupports communication/collaboration across time & space across time & space

- Tasks shift from personal toward - Tasks shift from personal toward workgroup computing workgroup computing - Emphasis shifts from the individual - Emphasis shifts from the individual towards the enterprise towards the enterprise

Web TechnologyWeb Technology- - Internets and intranets focused onInternets and intranets focused on publication publication

GroupWareGroupWare- - Focused on memory and collaborationFocused on memory and collaboration




Hypertext Hypertext PrinciplePrinciple Get in/out of multiple contextual layersGet in/out of multiple contextual layers Provides flexible, multi - dimensional Provides flexible, multi - dimensional

representation: (e.g drilldown to layer representation: (e.g drilldown to layer with a different context so knowledge with a different context so knowledge content easily interpreted) content easily interpreted)

Reconciles structure with accessibility, Reconciles structure with accessibility, enabling switching between contexts enabling switching between contexts

PushPush ((ex. mail groups)ex. mail groups) && pullpull

(ex. repository) (ex. repository) technologytechnology

Rules of thumbRules of thumb Establish enterprise standardsEstablish enterprise standards Match tools with objectivesMatch tools with objectives Keep it simpleKeep it simple Remain flexibleRemain flexible




Organization and CultureOrganization and CultureOrganization and CultureOrganization and Culture



GoalGoal

Roles & ResponsibilitiesRoles & Responsibilities Knowledge WorkerKnowledge Worker

- Create, share, search, and use - Create, share, search, and use knowledge in daily routines knowledge in daily routines

Knowledge Functional/Technical ExpertsKnowledge Functional/Technical Experts - Dedicated role combining both - Dedicated role combining both

content knowledge and intuitive skills content knowledge and intuitive skills - Integrate and administer knowledge- Integrate and administer knowledge

Knowledge Program/Project ManagerKnowledge Program/Project Manager - Dedicated role that combines project - Dedicated role that combines project

management skills and management skills and organizational insight organizational insight

- Manages program/project re-use- Manages program/project re-use

Chief Knowledge Officer SponsorChief Knowledge Officer Sponsor - Builds knowledge culture, creates - Builds knowledge culture, creates

infrastructure, secures KM ROI infrastructure, secures KM ROICopyright ©2001 Electronic Data Systems Corporation. All rights reserved.


Organization and CultureOrganization and CultureOrganization and CultureOrganization and Culture

ValuesValues knowledge and people knowledge and people Knowledge respected as Knowledge respected as intellectual capitalintellectual capital Knowledge planned in Knowledge planned in corporate strategycorporate strategy Sets criteria for subject matter Sets criteria for subject matter experts experts KM KM leadershipleadership encouragedencouraged

- Recognition of experts in appraisal system- Recognition of experts in appraisal system - Knowledge creation is seen as real work- Knowledge creation is seen as real work - Reward knowledge consulting/contributions - Reward knowledge consulting/contributions

Enable Enable exchangesexchanges Empowered, cross-functional Empowered, cross-functional teamsteams Compensation structureCompensation structure: reward : reward

information sharing, rather than withholding information sharing, rather than withholding Promote Promote job rotationjob rotation (freshens knowledge) and (freshens knowledge) and

demote job protection (not sharing information) demote job protection (not sharing information) EstablishEstablish trust & confidencetrust & confidence

- Fear stifles creativity - Fear stifles creativity - Encourage skill growth (I.e. don’t force)- Encourage skill growth (I.e. don’t force)



Supporting executive goals to run business Supporting executive goals to run business processes more efficiently & effectivelyprocesses more efficiently & effectivelyis is the most the most importantimportant challenge of IT challenge of IT

Supporting executive goals to run business Supporting executive goals to run business processes more efficiently & effectivelyprocesses more efficiently & effectivelyis is the most the most importantimportant challenge of IT challenge of IT




OrganizationOrganization


EnablersEnablers

InterdependenciesInterdependenciesInterdependenciesInterdependencies

GoalGoal

ManagementManagement

AccountingAccounting

Human Resource ManagementHuman Resource Management

Information TechnologyInformation TechnologyInformation TechnologyInformation Technology







Knowledge managementKnowledge management

Supports and enables ITSupports and enables IT andand other operational other operational processes processes

IT working towards IT working towards enterprise goals, enterprise goals, not not just technology just technology

Changing IT roles shifting from Changing IT roles shifting from data/data/ task automationtask automation towards end user towards end user information deliveryinformation delivery

Knowledge practitioners partnerKnowledge practitioners partner with IT with IT to adapt the appropriate IT solutions to adapt the appropriate IT solutions that fit enterprise evolving needs that fit enterprise evolving needs







Sample ITSample IT knowledge management knowledge management Future Building Blocks Future Building Blocks

Embedded Products/ServicesEmbedded Products/Services

DatabaseDatabase Business rules, Business rules, workflow & Process workflow & Process automation automation Suite ofSuite of interoperableinteroperable standards, middleware standards, middleware and software/applications/ and software/applications/ tool utilities tool utilities


Implementing the Service Development FrameworkImplementing the Service Development Framework

Enterprise StrategyEnterprise Strategy

Implementing Knowledge Implementing Knowledge ManagementManagement(the project)(the project)

Implementing Knowledge Implementing Knowledge ManagementManagement(the project)(the project)

Knowledge(the product)Knowledge(the product)

Knowledge Management(the process)Knowledge Management(the process)

AssessAssess

DesignDesign

ImplementImplement

Pre/post Project ConsiderationsPre/post Project Considerations



AssessAssess

DesignDesign

Enterprise StrategyEnterprise StrategyEnterprise StrategyEnterprise Strategy

ImplementImplement


Transform the enterpriseTransform the enterprise so that a so that a knowledge management processknowledge management process is is organized on top oforganized on top of existing business existing business processes, processes, yieldingyielding aa learning organizationlearning organization performingperforming Knowledge-enabled processesKnowledge-enabled processes

existingprocess

input output

current situationcurrent situation

Addedvalue

Technology

Culture

People

ProcessContent

desired situationdesired situation


Implementing the Service Development Framework Implementing the Service Development Framework


AssessAssessAssessAssess

DesignDesign

ImplementImplement


AssessAssess phase yields … phase yields …ROI analysisROI analysis

Find existing Find existing business processes business processes needing improvement needing improvement

FocusFocus on on value propositionvalue propositionCustomer FocusedCustomer FocusedOperational ProductivityOperational ProductivityProduct-to-Market ExcellenceProduct-to-Market Excellence

Examine current process performance Examine current process performance and seek KM and seek KM opportunitiesopportunities

Perform Perform investment analysisinvestment analysis of KM effort of KM effort Look for quick wins ! Look for quick wins !


Implementing the Service Development Framework Implementing the Service Development Framework


AssessAssess

DesignDesignDesignDesign

ImplementImplement


The The DesignDesign phase yields a phase yields a transition project plantransition project plan and considers… and considers…

ProcessProcessProcessProcess

ContentContentContentContent

PeoplePeople

CultureCulture

TechnologyTechnologyTechnologyTechnology



ProcessProcessProcessProcess

ContentContent

PeoplePeople

CultureCulture

TechnologyTechnology

KM Process Project PlanKM Process Project Plan

Baseline original Baseline original business processesbusiness processes to to identify gaps. identify gaps. Consider how to Consider how to “ “ knowledge enable “ …knowledge enable “ …

- - Operational processes Operational processes

- Corporate processes- Corporate processes

- - Strategic Plan processesStrategic Plan processesCopyright ©2001 Electronic Data Systems Corporation. All rights reserved.

Define elements to get toDefine elements to get to desired resultdesired result DetermineDetermine actions neededactions needed for desiredfor desired resultresult


Product or ServiceProduct or ServiceSoftware or ApplicationSoftware or Application “What it is” “What it is”

Support

Maintenance

Price

Channels

Communication Plans

Technology Re-use Roadmap Considerations


Distribution

Value PropositionValue Proposition


ProcessProcess

ContentContentContentContent

PeoplePeople

CultureCulture

TechnologyTechnology

While authority decentralized, knowledge While authority decentralized, knowledge centralized as follows:centralized as follows:

Establish knowledge domains Translate business strategy into key knowledge areas.

- What is essential to realize strategy in a value-creating way?

Link knowledge domains with processes

- Seek process dependencies

- Link closed loops in organizations to act as business enablers (feedback)

Develop a knowledge map

Locate knowledge sources - Persons for tacit knowledge - Systems for explicit knowledge



ProcessProcess

ContentContent

PeoplePeople

CultureCulture

TechnologyTechnologyTechnologyTechnology

Inter- and IntranetsInter- and Intranets as well as as well as GroupWareGroupWare have have limitationslimitations

Define enterprise common (modeling) Define enterprise common (modeling) languagelanguage and and standardsstandards ( (key to re-use)key to re-use)

Consider Consider pushpush as well asas well as pull technologiespull technologies

Set-up time is part of the Set-up time is part of the wholewhole Knowledge life-cycle Knowledge life-cycle

Technology trial licenses or prototypesTechnology trial licenses or prototypes used to get end users familiar with tools used to get end users familiar with tools

- Reading instructions and reportsReading instructions and reports

- Writing suggestions (feedback; buy-in)Writing suggestions (feedback; buy-in)



Technology Roadmap ConsiderationsTechnology Roadmap Considerations

• Design an Enterprise “open standards” roadmapDesign an Enterprise “open standards” roadmap

• ERP data migration and decision support checkpointsERP data migration and decision support checkpoints (e.g. standard vs ad hoc reports) (e.g. standard vs ad hoc reports) • Use Cases or traditional process/data modelsUse Cases or traditional process/data models (e.g. OMG UML and CWM framework)(e.g. OMG UML and CWM framework)

• Robust workflow automation and standards Robust workflow automation and standards interoperability (e.g. www.bpmi.org) interoperability (e.g. www.bpmi.org)

• Choose database & web network architecture based onChoose database & web network architecture based on mass storage flexibility, scalability and archival needs mass storage flexibility, scalability and archival needs



RelatedRelatedStandardsStandards BizTalk DAV ebXML J2EE RosettaNet SOAP UDDI WfMC WSDL XAML XML Schema

Literature Literature

The XML eBusiness Contracthttp://www.forrester.com/ER/Research/Report/0,1338,10588,FF.html(subscription required) E-Business Process Managementhttp://www.amrresearch.com/EAS/reports/0002easbody1.asp(subscription required) Integrating Business Processeshttp://www.forrester.com/ER/Research/Report/0,1338,5679,FF.html(subscription required)

Technology Roadmap ConsiderationsTechnology Roadmap Considerations



Technology Enterprise Architecture StrategiesTechnology Enterprise Architecture Strategies

Sample Design Alternatives – Processes and Standards Sample Design Alternatives – Processes and Standards

•Review•Partner review•Product /service review

•Product Introduction•Preparation for distribution• Product change notification

•Marketing Management•Marketing campaign management•Lead & opportunity management•Design win management (EC)

•Order Management•Quote & order entry•Transportation & distribution•Product configuration•Returns & finance management

•Inventory Management•Price protection•Collaborative forecasting•Inventory allocation &

replenishment•Inventory & sales reporting•Ship from stock and debit/credit (EC)

•Service & Support•Warranty management• Asset management• Technical support

TARGETED PROCESSESCOMPLETED SEGMENTS

XML, J2EEMessaging& WorkflowVs Batch ETL

MS or BPMI -ObjectBased

DatabaseRoles and

Rules Based

Inference-Based

Software



• Technology Enterprise Architecture Strategies Technology Enterprise Architecture Strategies – – Value Management thru partners, competitorsValue Management thru partners, competitors and supply chain and supply chain

- - People People Roles, Delivery Process and Incentives must =Roles, Delivery Process and Incentives must = Strategic Plan enterprise team goals Strategic Plan enterprise team goals

- - ProcessProcess Focus on core re-usable business rules based onFocus on core re-usable business rules based on process/trigger events identified in enterprise Business Plan process/trigger events identified in enterprise Business Plan

• ToolsTools Select middleware, OS, applications, utilities that support re-usable delivery frameworks (e.g. BEA vs Websphere vs MS .Net/biztalk)




AssessAssess

DesignDesign

ImplementImplementImplementImplement


Knowledge WorkersKnowledge Workers

Performs daily work with knowledge linksPerforms daily work with knowledge links

Knowledge Functional/Technical Experts Knowledge Functional/Technical Experts

Update inventory of existing Knowledge, Update inventory of existing Knowledge, support knowledge workers for both process support knowledge workers for both process & content, and measures progress & content, and measures progress

Develop evolutionary, re-usable roadmapsDevelop evolutionary, re-usable roadmaps

Knowledge Program/Project managerKnowledge Program/Project manager

Manages program/project, encouragesManages program/project, encourages people, and evaluates feedback/rewards people, and evaluates feedback/rewards

Chief Knowledge Officer SponsorChief Knowledge Officer Sponsor

Maintains communications (e.g Maintains communications (e.g success stories) and manages issues/ success stories) and manages issues/ dependencies dependencies


Service Development Plan ComponentsService Development Plan Components


Competitive Profiles

RequirementsCustomer Data Match & Mix

Offerings

Marketing Industry Best Practices Plan Concepts

CustomerCustomer andandStakeholdersStakeholders

Standards &Common Design

Core Program Service Core Program Service Production DevelopmentProduction Development Call Center/Call Center/

Sales Sales ChannelChannel

Project Delivery Architecture

CustomCustomService SolutionService Solution

FeaturesFeaturesEmbeddedEmbeddedHardware/Hardware/Network/Network/SoftwareSoftware Copyright ©2001 Electronic Data Systems Corporation. All rights

reserved.

Product Manager

Mass CustomizationMass CustomizationProductProductFeaturesFeatures



AssessAssess

DesignDesign

ImplementImplement

Pre/post Project Pre/post Project ConsiderationsConsiderationsPre/post Project Pre/post Project ConsiderationsConsiderations

Enterprise Architecture Enterprise Architecture DeliveryDelivery

Delivery ExcellenceDelivery Excellence

Change ManagementChange Management integration integration Governance Governance MetricsMetrics - continuous improvement - continuous improvement

• Product/Service MgrProduct/Service Mgr Development Development Solution re-use Solution re-use• Program/Project Mgt. Program/Project Mgt. Methodologies Methodologies (e.g. SEI methods)(e.g. SEI methods)


Technology Trends - Portal EvolutionTechnology Trends - Portal Evolution

Copyright © EDS 2000

BUSINESS INTELLIGENCE AND KNOWLEDGE MANAGEMENT

ERP

Digital Net Markets DefinedBuilding Business Portals

SCM

Procurement Automation

SystemIntegration

Phase 1:

Back Office

Phase 2:

Digitize B2Band B2C

Phase 3:

i2, Aribaand Web Methods

Phase 4:

EAI

Phase 5:

Front to back office

Customer Integration

CRM vsHelp Desk IT InfrastructureOptimization

WirelessSPOC


Technology Trends - Net Portal Features Technology Trends - Net Portal Features

Personalization

Collaboration

Process

Content Management

Search

Presentation

Categorization

Integration

Security

Unified, Ergonomic and experience-based user interface design

Role-Based Content and Tools Desktop

Dynamic Content Distribution and Instant Messaging

Integration with back end enterprise applications and workflow

Knowledge Mgt Content Management and Distribution

Intelligent, User-Friendly Search Engines

Classifying Content for Intuitive Access

Directory Services and Single Sign-On

Enterprise Application Integration to supply chain systems


Technology Trends – Knowledge Management Value Chain Technology Trends – Knowledge Management Value Chain

Efficiency Connectivity Innovation• Work ExpertWork Expert

• Knows Knows who knows who knows & where & where

• Easy Easy Content to Content to access access

• PreventsPrevents re-inventing re-inventing the wheel the wheel

• ExploitsExploits “How” to do “How” to do

• Benefits allBenefits all

• Cross division/Cross division/ LOB Knowledge LOB Knowledge

• Know “ how “Know “ how “ to deliver Power to deliver Power

• DevelopsDevelops Corporate Corporate Potential Potential

• EncouragesEncourages Best Best Practices Practices

• PromotesPromotes Future Value Future Value

• Knows why,Knows why, what & when what & when of knowledge of knowledge

• Inspires andInspires and Connects Connects

• DevelopsDevelops new ideas new ideas

• Generates Generates knowledge knowledge wealth wealthCopyright ©2001 Electronic Data Systems Corporation. All rights reserved.

Technology Trends – “Best Practices” Content ManagementTechnology Trends – “Best Practices” Content Management

• KM Strategy tied to strategic Market/Business ModelsKM Strategy tied to strategic Market/Business Models - - International Industry proprietary or generic open standardsInternational Industry proprietary or generic open standards

- Evolve from manual to - Evolve from manual to automated automated Global Executive Enterprise Process ManagementGlobal Executive Enterprise Process Management

- Integrate ISO, CMM, Balanced Scorecard and Integrate ISO, CMM, Balanced Scorecard and Malcolm Baldridge processes first, then automate with Malcolm Baldridge processes first, then automate with corporate enterprise processes (e.g. Start with ERP industry corporate enterprise processes (e.g. Start with ERP industry specific best practices specific best practices process automationprocess automation ) )

- - Work SystemsWork Systems • Collaborative and incented to share informationCollaborative and incented to share information• Cross functional high performance teams support re-useCross functional high performance teams support re-use• Incentives/rewards based on Global Market Plan GoalsIncentives/rewards based on Global Market Plan Goals



• Wireless and Web Data Process Managementata Process Management

ERP vs external data/content source mgtERP vs external data/content source mgt CRM vs Internal Help Desk wireless convergenceCRM vs Internal Help Desk wireless convergence Supply Chain Interoperability enabled by … Supply Chain Interoperability enabled by … EDI to XML/ebXML with CWM/UDDI EDI to XML/ebXML with CWM/UDDI

• Enterprise Value ChainEnterprise Value Chain

- Executive Portal Management and private - Executive Portal Management and private E – Marketplace procurement supply chains E – Marketplace procurement supply chains- Point of purchase commodity content downloads- Point of purchase commodity content downloads- Content Distribution matures to overcome system- Content Distribution matures to overcome system constraints with people and KM technologies constraints with people and KM technologies



• Adaptive, complex systems rely on Adaptive, complex systems rely on ”p”peopleeople”” to create to create innovative, synergistic results… How? innovative, synergistic results… How?

• Skilled roles and interactionsSkilled roles and interactions• Enabling best practices process, tools and consulting teamsEnabling best practices process, tools and consulting teams• Preserve institutional knowledgePreserve institutional knowledge

• Quality, minimal defects and user friendly applicationsQuality, minimal defects and user friendly applications • Customer relationship management/infrastructureCustomer relationship management/infrastructure call center business intelligence evolving to utility model call center business intelligence evolving to utility model

• Application code framework commodity pricedApplication code framework commodity priced• Custom service development strategist – Premium PricedCustom service development strategist – Premium Priced

• Dynamic Planning and Re-use Checkpoint PrioritizationDynamic Planning and Re-use Checkpoint Prioritization


Examples - PLMExamples - PLM

Unigraphics Solutions (UGS) and Structural Dynamics Unigraphics Solutions (UGS) and Structural Dynamics Research Corp. (SDRC) …Research Corp. (SDRC) …PProduct lifecycle management (PLM)roduct lifecycle management (PLM)

““PLM Solutions’ products are used to help manufacturing PLM Solutions’ products are used to help manufacturing companies optimize their product lifecycle process by digitally companies optimize their product lifecycle process by digitally producing and sharing product planning, design, manufacturing producing and sharing product planning, design, manufacturing and distribution information via local networks and the Internet.”and distribution information via local networks and the Internet.”

“ “ PLM Solutions is in a prime position to deliver digitized PLM Solutions is in a prime position to deliver digitized product lifecycle management solutions that ensure our product lifecycle management solutions that ensure our customers are on the leading edge in creating customers are on the leading edge in creating next-generation products at Internet speed.” next-generation products at Internet speed.”


Front Office Back Officee-Logistics

• Asset management

• Contact Personalization

• Customer Sat • Process and

EAI automation

• Procurement & Acquisitions

• Pick/Pack/ShipLogistics

• Defect/Returns Processing

Distribution

•Web

•Wireless

•Kiosk

•Fax

•E-mail

•Mail

Customer Support

• Customer Interaction Centers

• Knowledge Mgmt• Web Self-Service

Data Workflow

Product/Program Mgt

•Phone

•VoIP

•Text Chat

•WebCollaboration

•E-Mail

•Fax

•Mail

• Tagged Asset Catalog• Inventory & mass

customization• Procure/Payment

Process/Bill• Track product/service

requirements

Examples - Enterprise Relationship Management


• Provide bar code traceability and tracking through Provide bar code traceability and tracking through each production and sequenced shipping stationeach production and sequenced shipping station

• Route carriers and store information based on Route carriers and store information based on scanner, torque device, function test, and manual scanner, torque device, function test, and manual input datainput data

• Wonderware and Oracle Wonderware and Oracle

• Develop mass customization logic to address the Develop mass customization logic to address the needs of each type of client stationneeds of each type of client station

• Configure software to address function(s) Configure software to address function(s) performed at each station based on the current performed at each station based on the current plant floor layoutplant floor layout

• Complete traceability of each seat availableComplete traceability of each seat available

• Real time routing improved efficiency, throughputReal time routing improved efficiency, throughput

• Highly flexible design allows for line re-design to Highly flexible design allows for line re-design to improve quality and efficiencyimprove quality and efficiency

Challenge:

Approach:

Results:

Examples - Auto Seat SupplierExamples - Auto Seat Supplier


Unload

AssemblyStart

(in sequence)

Repair List

Failed Tests Repair Pressed Incomplete Operations

Assembly Station

PicklightsRepair NeededRelease Carrier

Torque Station

Test Stand

RF Reader

Loaded Carrier

Examples - Auto Seat SupplierExamples - Auto Seat Supplier


eds.comeds.comContact: Suzanne Hansen [email protected]


Success Stories - Automotive Seat SupplierSuccess Stories - Automotive Seat Supplier

Build Line S

Build Line E

Rear Seat

Sequencer

Stripper/LoaderPLANT FLOOR DIAGRAM

Fixed Scanner

Pallet

Hand Scanner

Legend


Competitive SolutionsCompetitive Solutions

Intellectual Capital vs PropertyIntellectual Capital vs Property

• Intellectual CapitalIntellectual Capital

• Open “Standards” Based KnowledgeOpen “Standards” Based Knowledge• New unpatented ideas not shared with companyNew unpatented ideas not shared with company• Tacit unstructured knowledge sharingTacit unstructured knowledge sharing

• Intellectual PropertyIntellectual Property

• Corporate Resources - “Know How” to perform jobCorporate Resources - “Know How” to perform job• Patents/CopyrightsPatents/Copyrights• Re-usable significant or tagged assets Re-usable significant or tagged assets • Explicit KnowledgeExplicit Knowledge


Knowledge : CharacteristicsKnowledge : Characteristics

QualificationQualification




Knowledge has to do withKnowledge has to do with Truth (correctness)Truth (correctness) Abstraction (reduction of complexity)Abstraction (reduction of complexity) Experience (history)Experience (history) Openness (self-awareness & self-criticism)Openness (self-awareness & self-criticism) Rules of thumb (behavioral patterns)Rules of thumb (behavioral patterns) Intuition (decreasing response time)Intuition (decreasing response time) Trust (values & beliefs)Trust (values & beliefs) Meaning (context-specific understanding)Meaning (context-specific understanding)

Knowledge is an assetKnowledge is an asset originating 2/3 from face-to-face conversations originating 2/3 from face-to-face conversations

and 1/3 from lectureand 1/3 from lecture increasing with useincreasing with use still remaining, after having it given awaystill remaining, after having it given away not valuable if inaccessiblenot valuable if inaccessible giving confidence and leading to commitmentgiving confidence and leading to commitment


Modeling of the processes performed by the enterprise to meet its objectives and showing the inter-relationships between the processes and the resources required

Definition of the scope of automated systems and their inter-relationships. It represents a high-level design of the application solution defining howcore-usable standards, business process components will be supported with systems.

Definition of the types of data required to support the business process

Definition of the integrated hardware, software and communications components which provides the technical platform to support the business systems and data structures. Includes operating system, middleware, and system pre/co-reqs

Definition of how people are/should be organized to carry out the defined business processes

Sample IT Delivery Architecture Components- Configuration Release Management …

Business Process

Architecture

Application Architecture

InformationArchitecture

Organization Architecture

Technology Architecture

Integrated Enterprise IT Framework Integrated Enterprise IT Framework StrategyStrategy

A Quality Systems Perspective

4Information and Analysis

1

Leadership

7

Results

7

Results

Customer and Market Focused Strategy and

Action Plans

5 Human

Resource Focus

3 Customer &

Market Focus

6Process

Management

2Strategic Planning

Information and Analysis

planning ahead – why do it?. leveraging knowledge management in product and service development...

Documents

overview knowledge management

individual knowledge

iceberg of knowledge

delivery systems

performance excellence

past copyright

data workflow process

service development