Copyright 1999, Scient Corporation. All rights reserved Organizing for Enterprise Knowledge Management Doug Kalish Chief Knowledge Officer Scient

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Discussion issues Capturing knowledge of subject-matter experts Managing change in a KM environment Building in self-support to the KM strategy Implementing KM on global scale

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential The KM paradox To be useful, KM has to: cross functional boundaries engage the largest community capture and link to the broadest knowledgebase improve business process To be successful, KM has to: be departmental address a targeted audience collect and index limited assets not require behavioral change

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Enterprise Knowledge Management -An alternative view single corporate data model open architectures standard protocols merging of internet, intranet, extranet integration of internal and external data crossing functional boundaries

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Enterprise knowledge management single definition of employee, client, role, skill, project objects throughout the enterprise normalized knowledge automatic generation of links automatically integrated communities functional view and search

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Defining the Enterprise Knowledge Object Content the bits: text, graphics, spreadsheets, audio, video Context why it was created, who created it, when was it created, for whom was it created, how was it created? Impact did it achieve its purpose?

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential External Sources Competitors Clients Projects Skills Project Assets News Viewers Use of the knowledge determines the view Client A Client B Client C Client View Fincl Svcs eMarkets Telecoms Market View Author A Author B Author C Author View

HR DB Web page

Documents DB Projects DB Skills DB HR DB Portal

Documents DB Projects DB Skills DB HR DB Corporate Data Model Hyperportal

Documents DB Projects DB Skills DB HR DB Corporate Data Model External Data Sources Extra-Hyperportal

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Challenges of Sharing Knowledge Across the Enterprise defining goals - purpose, objectives establishing communication - jargon, terms of art, values, departmental zeitgeist defining turf - authority, recognition, reward (and punishment) building trust - history, performance, accountability overcoming boundaries - distributed users in time and space

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Scients KM Principles knowledge is an enterprise, not departmental, asset our colleagues are our partners, not our customers colleagues differ in how they access and use knowledge - and in how connected they are the KM system should be invisible KM delivers productivity, quality and innovation

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Scients KM Organization

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Scients KM Organization

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Knowledge Applications Mission: Together with IT, build a flexible and scalable technological infrastructure that will support Scients ability to create, collect, package, publish and leverage knowledge. Guiding Principles: Integration with daily work practice and systems Access to knowledge from multiple contexts Transfer of knowledge among clients, business partners, and colleagues using same platform

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Enhancing Productivity: task-focused search find a person get help on a particular technology or product learn about a particular business or industry topic get up to speed on an ongoing project staff an engagement find an Approach deliverable sample, tools, templates, or guide answer a question regarding company policies and procedures learn about a client, target, competitor, or vendor

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Scients KM Organization

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Knowledge Services building Scients enterprise-wide KM content infrastructure, managing the knowledge flow and providing KM services to our colleagues. how we do it… developing our methodology- the Scient Approach defining Scients internal processes, and producing process maps to communicate the results providing content-publishing capabilities which enable Scient colleagues to share any type of knowledge supporting engagement and business unit needs for information via the Knowledge Journalist program. gathering information to drive knowledge-based decision- making via the eBusiness Intelligence program

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Scient Publishing Mission: To support the growth of the organization, and the development and performance of all Scient colleagues. Guiding Principles: Harvest, organize and publish information accumulated from our research efforts, client projects, Scients leadership and in-house industry experts. Produce Scient Perspectives, articles, white papers and presentations that will be published on the Scient Zone and in commercial or scholarly journals. Supporting Perspective-based selling by disseminating Scients thought leadership on eBusiness strategy and technology.

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential eBusiness Analysis Mission: Creating breakthrough Scient perspectives and catalyzing Scient innovation. Guiding Principles: help Scient and its clients stay innovative by providing strategic and actionable analysis on eBusiness industry and market trends provide ongoing competitive intelligence provide industry and market perspective-based selling

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Scients KM Organization

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Knowledge Transfer Mission: Provide the development opportunities for Colleagues to acquire the skills they need to fulfill their current and future roles at Scient. Guiding Principles: Utilize an Instructional Design Approach Partner with Subject Matter Experts to develop and deliver training, including outsourcing Deploy training in the most effective and accessible medium Fully integrate training content with the KM system

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Enhancing Productivity: Course Offerings technical courses Data Modeling, Enterprise Java Beans, Oracle professional skills Facilitation, Presentation and Communication classes Project and Engagement management Scient Approach Approach Overview, Conceive & Architect training acculturation SPARK, BLAST, Team Building desktop training Office 98

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential What KM Produces decreased time to profile prospects decreased time to write proposals decreased project start-up time decreased time to find product evaluations, citations, etc. faster transfer of knowledge from project to project sooner Breakeven Day for new and experienced hires decreased admin and overhead project time

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Enterprise Knowledge Transfer: Critical Success Factors Community: common purpose, knowledge sharing culture, shared vocabulary, innovation centers Opportunity: KS infrastructure, infrastructure for sharing explicit knowledge, contact Accountability: explicit consequences for sharing (or not sharing!) tacit knowledge Scalability: commitment to enterprise knowledge management, training and performance support integrated into KM

The eBusiness Systems Innovator ©1999 Scient, Proprietary and Confidential Discussion issues Capturing knowledge of subject-matter experts Knowledge Journalists, eBusiness analysts, Scient Publishing Managing change in a KM environment Innovation Centers, expertise profiling Building in self-support to the KM strategy Scient Search, Online Sources Implementing KM on global scale