2. Where Communities of Practice and purpose Intersect: A model for Addressing the cultural divide Ann Noles Knowledge Champion www.capitalone.com

3. Culture: it’s so important How we started: grassroots and growing Best Practices: but are they for you Lesson’s Learned at Capital One. Suggested Reading Today’s Agenda Topics

4. Successful KM initiatives

5. Grass roots efforts will prove the concepts

6. Best Practices ? Always begin with Communities of Practice You can’t measure KM KM should not be led from IT

7. Communities of Practice People who perform the same types of activities Located in disparate locations Have shared common interest in their work topic No start and conclusion to their interactions

8. Communities of Purpose Together for purpose of completing a task/project Will disband when the task/project is complete Perform dissimilar activities Only common interest is the task/project

9. Operational Project Managers 40 project managers who support call center operations Tasked with helping to make analyst’s ideas into workable solutions Rewarded for results and speed

10. type of community?

11. Assessment-Project Managers Solving the same problems over and over Little Documentation Difficult to assimilate new people into the group

12. Rewards system Speed Number of projects they can move forward Meet marketing’s timeline

13. Communities of Practice / Communities of Purpose. Diagram Project C OPS Project Managers Project B OPS Project Managers Project A OPS Project Managers

14. Advantages to approach New rewards consistent with culture Begin building a repository Learn collaborative practices Has support of management Proof of concept of project collaboration tools

15. KM should not be led from IT HR Metrics IT Financial Educational Whoever has the passion should lead

16. You can’t measure KM About 70 analysts Geographically dispersed Doing the same types of work supporting different lines of the business. Objective Elicit the level of sharing that is occurring within the community Results evaluated relative to Length of time with the company Manager vs non-manager behavior Business group supported Location

17. How often have you received questions from other teams?

18. Lesson’s Learned Grass roots works Stay aligned with the business goals Champions should self select Sponsors need to stay engaged Time is our biggest hurdle Build buy in for your pilots across all levels Build partnerships across the organization There are no cookbook solutions. Evaluate everything you hear against your own culture

19. Pilots, pilots, pilots! Communities of practice/purpose Call Center Knowledge Base External sales Strategic Transfer Expertise Location-our killer app Capture our strategic learnings Internal KM Conference: publicize the pilots Implement the strategy We still don’t have a home The Next Episode...

20. Recommended Reading Working Knowledge-Prusak and Davenport Common Knowledge-Nancy Dixon Dance of Change-Peter Senge If Only We Knew What We Know-O’Dell and Grayson

21. Ann Noles Knowledge Champion Capital One ann.noles@capitalone.com