1. All rights reserved. C. N. Madhusudan 2001 Managing the Invisible Asset Opportunities in Knowledge Management C.N. (Madhu) Madhusudan IPN, July 2001

2. Introduction l About Knowledge l Knowledge Management (KM) l KM Growth Processes l Implications for us l The role of technology l KM Initiatives - status l KM – The new opportunities

3. Knowledge in Real Life l In the minds of people and walking out everyday! l Knowledge transfer - Coffee areas, golf courses, smoking zones, classrooms, on the job, libraries, communities, gurus, epinions, ebay

4. Knowledge loss & leakage l Retirements l Resignations l Layoffs l Restructuring l No asset inventory l No audit trail l No process for capture

5. The Knowledge Economy l True Corporate Asset and Competitive Differentiator l Valuation – Tangible assets and intangible assets l Intellectual and Human capital on balance sheets l Emergence of CKO roles

6. The Emergence of KM l The process of generating value from intellectual and knowledge based assets l The Assets Explicit -Patents, Trademarks, Biz plans, Customer lists Tacit - Knowhow in peoples heads l The Dimensions Technology - Objects People -Processes

7. KM – Vital for success l Accelerating pace of change l Staff Attrition l Growth l Global integration l Rise in networked organizations l Growing knowledge-intensity of goods and services l Revolution in IT

8. KM - Growth Processes l Content Explicit – policies, patents, databases Tacit - beliefs, expertise, know-how l Community Collaboration networks l Computing Collection, Storage, Management, Retrieval

9. Implications for Executives l Identify Sources of Knowledge Flows l Institute process for storing knowledge l Nurture knowledge creation and stem knowledge erosion l Reward collaboration l Create the infrastructure l Develop metrics for measuring performance, value and growth of knowledge assets l Redefined role of leadership

10. Implications for Solution Providers l New business opportunities Content Community Computing l Own increased productivity Re-usable knowledge objects

11. Implications for Knowledge Workers l Own knowledge - a portfolio l Build personal knowledge networks – seek transfers, attend development meetings l Collaborate - inside & outside l Learn lifelong l Self renewal - obsolete what you know before others obsolete it

12. Implications for CFOs l Financial assets – part of the big picture l Key to future - Knowledge based intangibles - Structures, Processes, Know-how, intellectual/problem- solving capability l Identify, measure, report l How to find standards? l How to augment?

13. The Role of Technology l Content creation, storage and access l Collaboration network management E-mail, Intranet, Discussion forums, Chat rooms l Learning management and support l Performance support l Global knowledge repositories, expertise, access tools, synchronized interaction tools, search & data mining tools, CRM tools, localization, personalization l Standards l Tools for monitoring and managing intangible assets

14. Initiatives - External l External Gain knowledge from customers Ritz Carlton, Benetton, GE Offer customers additional knowledge Frito Lay

15. Initiatives - Internal l Build knowledge sharing culture Boeing 777 l Create new revenue streams from existing knowledge assets Dow Chemical, NIIT l Capture tacit knowledge, store it, spread it and re-use it McKinsey l Measure knowledge creating processes and intangible assets GA Merit System

16. Initiatives for Competence l Career path for better KM Job rotation l Micro environments for tacit knowledge transfer Open offices l Learning products and services Training, Mentoring …

17. Opportunities l Research & Consulting l Process & Solutions Development l Product Development & Implementation l Content Development & Delivery l Learning and Performance Support l Outsourcing