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Knowledge Management Trevor T Yardley General Manager
Software & Professional Services Fuji Xerox
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A Definition Knowledge Management is a way to organise and disseminate the information (knowledge) available to an enterprise about its best practices, critical business processes and operating environment.
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A Definition of Knowledge
To Know have in the mind; have learnt; be able to recall. Knowledge – awareness or familiarity gained by experience “Dynamic Knowledge” is information in action or, that has the potential to be put into action.” Knowledge Worker Someone who turns information or experience into action that produces value
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The elements of Knowledge Management
People Documents Technology Culture of Sharing Knowledge
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Research Data 25% of all companies surveyed have KM efforts underway
Conducted Case studies of 40 projects in nine industries All projects studied fell into ten categories
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Types of Knowledge Initiative
Instilling Responsibility For knowledge sharing Sharing Knowledge and best practice Capturing & Re-using past experience Leveraging Intellectual assets Top 10 Domains For Knowledge Management Understanding & measuring the Value of K Embedding K In product,Service & Process Producing Knowledge as A product Building & mining Cust’ knowledge base Mapping Networks of experts Driving Knowledge Generation for Innovation
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Where Knowledge Resides
Explicit Knowledge Tacit Knowledge Electronic Knowledge Base Electronic Documents Paper Documents Employee Brains 46% of Potential Knowledge trapped in Paper and Electronic Documents IT Systems manage only 12% of Knowledge Source: Delphi Consulting Group
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Sharing Knowledge: “To increase the productivity of the knowledge worker… is the biggest challenge of developing countries and will become their only source of competitive advantage” Peter Drucker
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Intangible Assets comprised:
The Value of Knowledge Intangible Assets comprised: 17% of a company’s market value in 1978, Up to 69% of a company’s market value in 1999. Source: Brooking Institute,2001 “Knowledge – the most valuable corporate and individual asset”
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Documents Are the DNA of A Company’s Knowledge
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Filing “like throwing everything away after every Tender”*
Case Study Business Challenge - Tender Documents Many People, many locations Communication “slow and laborious” Infrastructure could not support this Each office – own IT network Filing “like throwing everything away after every Tender”* Implemented a Document Management Solution “Making a tremendous difference when it comes to winning business” * * Neil Jolley Application Services Manager
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Case Study Challenge - Cross City Tunnel Challenges Same solution
Many people – Many locations Challenges Documents distribution & Confidentiality Communication “slow and laborious” Version control Left with a Mountain of paper Same solution “Extremely easy to use” * “Paid for itself many times over …working in ways we never thought possible” * * Neil Jolley Application Services Manager
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Case Study – Challenge – Insurance Claims Management
“Information Heavy Documents” Growing Costs & Service times Implemented a Document Management Solution 17 mins to 1 min + no lost files Hard copy files – virtually eradicated “Our costs have been met and surpassed by increased productivity and, in turn, by increased revenue delivered by the new solution” * * Barry Garratt National Manager Insurance
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Process & Timing Document Study & Evaluation
Solution presentation and ROI estimate Implementation Evaluation Typical scenario 3 to 9 months in total – start to full implementation and quantifiable benefits Often in two stages
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Knowledge Workers & Documents
5% Creating Documents 34% Reviewing 8% Reading Meetings 28% Planning 6% Other 19%
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The Impact of Documents
Documents are 75% of your network traffic Documents are 50% of your IT budget And the numbers will go up Source Meta Group
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The Benefits of Document and Content Mgmt
Nucleus Research - November organisations - range of industries - implemented document management solutions 83% of respondents – positive ROI 53% measured it The benefits of DMS (those who measured) 75% reduction in printing costs 55% reduction in postage, overnight and Fax costs 40% reduction in storage space 25% have reduced or redeployed staff Retrieving a Document – 18secs instead of 14 minutes Filing a document - 35 secs instead of 5 minutes Better search function, version control and audit trail High Probability of Positive ROI
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Thank you!
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