Company X Knowledge Management by John Millies Olaitan Asekun Sandra Hernandez Anabel Castorena

Introduction General Approach to KM Company background Benefits of KM KM systems Competitors Recommendations

Successful Approach to KM Global financial service firms, such as Company X, will benefit from a KM model that has the following aspects: Compatibility Problem Orientation Comprehensibility Action Orientation

Company Profile Global Financial Services Firm founded in headquartered in Zurich, Switzerland. Provides financial services to private, corporate, and institutional clients: ▫ Wealth and Asset Management ▫ Retail, Commercial, and Investment banking ▫ Financial advice, products and tools, deposits and lending Employs more than 65,000 people in over 50+ offices worldwide Competitive Advantage - only firm of a global scale focusing on wealth management as a core business. Competitors - Citigroup, Credit Suisse Group, and HSBC Holdings.

Organizational Structure

IT Division Goals and Objectives Create, Implement, and Support Global IT Infrastructure. Three Year Rollout Pattern - Continual Improvement of Enterprise Technology Portfolio -Roadmap for Future. Promote Agility – Meet IT and KM needs as they arise – Demand Driven. Create, Capture (Internally and Externally), and Apply IT Best Practices.

KM Objectives There is no formal, specific KM Division or Team. No set KM practices or objectives – 3 year IT Strategy Rollout may address aspects of KM. Software and Systems are in place that capture and sustain knowledge. Robust Content Management System allows decision makers to improvise and to meet their knowledge needs organically.

Benefits of KM Accelerate Decision Making Improve Customer Service Provide Social Platform Facilitate engagement both internally and externally IT and Regulatory Compliance – Document Management Optimize Solutions - Trouble Ticket Scenarios

Information Technology & Systems SharePoint ▫ Mature platform, well understood ▫ Used for formal knowledge transfer Enterprise Instant Messaging (Chat) ▫ Connects to SharePoint ▫ Connects thousands of people on channel. ▫ It's the easiest and it's ubiquitous. ▫ Used for collaboration and knowledge capture. Atlassian's Confluence ▫ Used by software engineers or highly technical IT personnel.

SharePoint Two reasons why SharePoint was chosen: ▫ The company is a huge Microsoft customer. Company is paying for it whether it is used or not as a result of contract with Microsoft. ▫ From a technology perspective, SharePoint integrates with other Microsoft products, like MS Office, Outlook, and Exchange.

Nonaka & Takeuchi

Socialization (Tacit-Tacit) People are open to sharing experiences with one another There are corporate reminder s like "good job team” There's an award program: “Thank You Award“ When different business lines collaborate, they are recognized Overall, encourages and recognizes collaboration a great deal

Externalization (Tacit-Explicit) Extensive chatting as a result of the global nature of the organization The chats are captured and logged for free Initially it is tacit to tacit but behind the scenes it's made explicit.

Internalization (Explicit-Tacit) Use chat application to get an informal poll e.g. ▫ “Should we investigate product XYZ?“ ▫ If there's a positive consensus, a meeting can be set to start researching product.

KM Enablers at Company X Culture ▫ Employees are prone to change ▫ Collectivist organization Infrastructure ▫ Chats, , Confluence SharePoint to connect globally ▫ Technical and non-technical human resources to support infrastructure Measures ▫ Qualitative evidence of success within the organization Technology ▫ Extends the reach of knowledge ▫ Enhances the speed of knowledge transfer Size

How are competitors using KM? Goldman Sachs: ▫ Believes that their people are their greatest assets ▫ Uses KM primarily to foster tacit to tacit knowledge and tacit to explicit knowledge Deutsche Bank: ▫ KM to encourage innovation ▫ Best practices and lesson learned Morgan Stanley: ▫ Used to encourage documentation ▫ Helps map out experts JPMorgan Chase ▫ Mainly for social network analysis ▫ Repositories to find answers to problems

Recommendations Create a social computing platform for employees that is internal Improve knowledge transfer process Invest in the creation of communities of practice Keep embracing their communal culture Designate a KM Executive Ensure that their knowledge management techniques are in line with the business needs

Thank You The End