1. 1 Global Knowledge Management Trends Rory L. Chase Managing Director, Teleos

2. 2 MAKE Methodology Delphi research methodology Panel of experts consisting of senior executives and KM/IC experts Three rounds of consensus-building to identify the MAKE Winners – Round 1: Nominations – Round 2: Finalists – Round 3: Winners

3. 3 MAKE Framework Eight Knowledge Performance Dimensions Creating an enterprise knowledge-driven culture Developing knowledge workers through senior management leadership Delivering knowledge-based products/services/solutions Maximizing enterprise intellectual capital

4. 4 MAKE Framework Eight Knowledge Performance Dimensions (continued) Creating an environment for collaborative knowledge sharing Creating a learning organization Delivering value based on customer knowledge Transforming enterprise knowledge into organizational wealth

5. 5 Most Admired Knowledge Enterprises (MAKE) Framework ©Teleos

6. 6 Global MAKE Finalists Region19982007 Asia2 (04%)12 (24%) Europe9 (20%)12 (24%) North America33 (74%)18 (36%) South America–1 (2%) Global1 (02%)7 (14%)

7. 7 Global MAKE Winners Region19982007 Africa–– Asia–4 (20%) Europe4 (20%)4 (20%) North America16 (80%)8 (40%) South America–– Global–4 (20%)

8. 8 2007 Asian MAKE Winners Astra International Eureka Forbes Honda Motor Infosys Technologies Larsen & Toubro ECD Samsung Advanced Institute of Technology Samsung SDS Satyam Computer Services Singapore Airlines Sony Tata Consultancy Services Tata Steel Toyota Westpac Banking Corporation Wipro Technologies (in alphabetical order)

9. 9 2007 European MAKE Winners BP British Broadcasting Corporation Ericsson Mondragon Cooperative Corporation Nokia (in alphabetical order) Norsk Tipping Novo Nordisk Rolls-Royce Royal Dutch Shell SAP

10. 10 2007 North American MAKE Winners Air Products APQC Caterpillar Fluor Google Hewlett-Packard IBM Microsoft Raytheon US National Aeronautics & Space Administration (in alphabetical order)

11. 11 2007 Global MAKE Winners Accenture Apple BP British Broadcasting Corporation Ernst & Young Fluor General Electric Google IBM Infosys Technologies Intel McKinsey Microsoft Nokia Royal Dutch Shell Samsung Group 3M Toyota Wikipedia Wipro Technologies (in alphabetical order)

12. 12 Global MAKE Winners Business Sectors 9 Winners – Computer Hardware, Software & IT Solutions 6 Winners – Professional Services/Consulting 5 Winners – Electronics and Electrical Manufacturing 4 Winners each – Oil & Gas Exploration and Services

13. 13 Global MAKE Winners Business Sectors (continued) 3 Winners each – Diversified Manufacturing; Financial Services; Motor Vehicle Manufacturing; Networking Equipment; Pharmaceuticals 2 Winners – Chemicals; Internet Searching Services & Portals 1 Winner each – Construction and Engineering; Consumer Products; Media; Mining & Mineral Extraction; Public Sector; Retail; Semiconductors & Equipment

14. 14 KM/IC Metrics Metrics used by MAKE researchers: Total Shareholder Return Return on Equity Return on Assets Return on Revenue Market Capitalization Value Added Brand Value R&D Expenditure

15. 15 Knowledge Metrics Metric2007 Global MAKETop 500 Company WinnersMedian Total Return to Shareholders (1996-2006)22.4%11.0% Return on Assets (2006)12.8%3.7% Return on Revenues (2006)13.6%6.4%

16. 16 MAKE Winners’ Scores Knowledge DimensionAsiaEuropeN. America Organizational Culture7.947.858.25 Knowledge Leaders7.918.047.76 Innovation7.907.988.01 Enterprise Intellectual Capital7.758.107.86 Collaboration7.827.868.03 Organizational Learning7.848.148.02 Managing Customer Knowledge7.737.717.66 Transforming Knowledge into Wealth7.878.577.89

17. 17 Global KM Trends Asian, especially Japan, European and North American organizations are facing leadership challenges in developing knowledge workers Organizations in all parts of the world now view innovation capability as an essential core business competency Many Asian and North American organizations are failing to match the intellectual capital capabilities found in their European counterparts Effectively managing customer knowledge is becoming an urgent priority for a growing number of global organizations

18. 18 Global KM Trends (continued) Companies in countries such as Brazil and China are switching their focus from traditional quality and cost marketing approaches to more intensive knowledge-driven business strategies By the year 2012, there will be 3-5 global leaders in each of the major business sectors Wikipedia represents a new type of Global MAKE Winner, where individuals participating in global communities create, deliver and use knowledge products and services

19. 19

20. 20 Global Knowledge Management Trends Rory L. Chase Managing Director, Teleos E-mail: teleos@mac.com Website: http://www.knowledgebusiness.com