1. 1 © NOKIA Jeffrey Vargas, 11/15/ 2005 Implementing KM Strategies to Specifics Jeff Vargas KMWorld Intranets 11/15/05

2. 2 © NOKIA Jeffrey Vargas, 11/15/ 2005 Agenda Data Information Knowledge Decisions Action Results 001011010 ? !

3. 3 © NOKIA Jeffrey Vargas, 11/15/ 2005 Agenda Vision Strategy Assess Implement Monitor Revise 001011010 ? !

4. 4 © NOKIA Jeffrey Vargas, 11/15/ 2005 Connecting People A leader in mobile phones, but offers much more: mobile devices and solutions for imaging, games, multimedia, mobile network operators and businesses Nokia Is About

5. 5 © NOKIA Jeffrey Vargas, 11/15/ 2005 Nokia at a Glance Nokia is about connecting people Over 55,000 employees from more than 120 countries 2004 net sales: EUR 29.3 billion 2004 net profit: EUR 3.2 billion Sales in more than 130 countries Approximately 500 – 600 million Nokia phone users globally

6. 6 © NOKIA Jeffrey Vargas, 11/15/ 2005 Strategize, Define and Plan Implementing Across the Value Chain Assess Install, config, verify, troubleshoot Modify, refine, revise Initiate governance Describe the end state Create a shared vision and strategy

7. 7 © NOKIA Jeffrey Vargas, 11/15/ 2005 Our Vision: Life Goes Mobile!

8. 8 © NOKIA Jeffrey Vargas, 11/15/ 2005 Nokia’s Strategy Expand mobile voice Drive consumer multimedia Bring extended mobility to the enterprise

9. 9 © NOKIA Jeffrey Vargas, 11/15/ 2005 Customer and Market Operations Technology Platforms Enterprise Solutions Mobile Phones Multimedia Networks Our Business Mobile Phones Mobile Phones Multimedia Enterprise Solutions Networks

10. 10 © NOKIA Jeffrey Vargas, 11/15/ 2005 Nokia’s Global Network Africa Americas Asia-Pacific Europe Countries with: Production R&D Sales & marketing

11. 11 © NOKIA Jeffrey Vargas, 11/15/ 2005 Balanced Global Market Presence North America 12% Asia-Pacific 15% EMEA 55% Largest markets US, China, UK, Germany and India China 10% Latin America 8% Net sales 2004 EUR 29 267 million

12. 12 © NOKIA Jeffrey Vargas, 11/15/ 2005 Enabling Technologies Speaking the same language: Defining KM Delivering knowledge to the right people, in the right context, in the right way. Dynamic Publishing Tapping into employees' wisdom by sharing experiences, learning from others, and creating new knowledge. Learning Organization The people, processes and technologies for identifying, capturing, leveraging, creating, and managing “explicit” knowledge. Content Management WWW Culture and Behaviors

13. 13 © NOKIA Jeffrey Vargas, 11/15/ 2005 Information Architecture Information architecture: a way to logically group content so it is findable. KM without IA is like moving unlabeled boxes into a house: you don’t know where anything is! Common vocabularies, taxonomies, ontologies are tools to implement an information architecture

14. 14 © NOKIA Jeffrey Vargas, 11/15/ 2005 Who are we doing this for? Content Provider Content User

15. 15 © NOKIA Jeffrey Vargas, 11/15/ 2005 Customer Processes Content Requirements Customer Contexts Customer value and loyalty Training Awareness PlanDesignImplementMaintain Customer Model Knowledge Presentation & Transfer Knowledge Processes Patch IdentifyAcquire Field Feedback Manual Sub- mission Interface Source-Level Certification Stand Alone Object No Updates Allowed Purged through Periodic Qualitative Review CertifyLoadMaintainPurge Market Analysis Document Collection Maintenance Source-Level Certification Store within Document Collection Maintenance by Originator Purged through Periodic Qualitative Review News Market Analysis Third Party Sources Source-Level and Internal Certification Store within Document Collection Replace through Resubmission Purged through Temporal Trigger Information Architecture “The Ecosystem” Technology Architecture Nokia Customer 3 rd Party Communities of Practice and Collaboration Knowledge Management Governance Tech People Process Content Knowledge Sources K-Mine Field Support HSDSSD Partner Content Product Divisions Electronic Support Center Customers K & IWTEC RCE's Field Engineers Call notes, queries Midas Call logs search results knowledge nuggets service notes, etc. Patch info content feedback System Support Content Engineering notes Queries

16. 16 © NOKIA Jeffrey Vargas, 11/15/ 2005 Strategize, Define and Plan Assess Install, config, verify, troubleshoot Modify, refine, revise Implementing Across the Value Chain What becomes of the legacy? Document scope, requirements & deliverables Understand where we are Understand what we need to do

17. 17 © NOKIA Jeffrey Vargas, 11/15/ 2005 What Knowledge Can We Share? Education Geographies Finance HR IT Support & Services Sales QA Customer Data Known Solutions Solution Proposals Technical Docs Industry Knowledge Quality Feedback Sales Leads Customers Partners Industry Employees

18. 18 © NOKIA Jeffrey Vargas, 11/15/ 2005 Wireless Devices Internet Phone Email Interaction Support Quality Corp Communications Product Divisions Finance Information Technology Sources Content Consumers User Buyer Decision maker Learner Fixer  Accurate  Relevant  Appropriate How We Think About Knowledge Sales Operator

19. 19 © NOKIA Jeffrey Vargas, 11/15/ 2005 How We Measure Our Success Snapshot of how we’re doing today: Content creation time Productivity Content cycle time Web admin costs Goals and ROI for each area

20. 20 © NOKIA Jeffrey Vargas, 11/15/ 2005 Strategize, Define and Plan Assess Install, config, verify, troubleshoot Modify, refine, revise Implementing Across the Value Chain Communication!! Adhere to req’mts and scope Project Management!!!

21. 21 © NOKIA Jeffrey Vargas, 11/15/ 2005 ICVT: Things to Remember Are the right people involved in the implementation and configuration? Are those who defined the specifications involved with implementing them? Are you adhering to your original specifications? Is your “Out of the Box" approach realistic? Is your Communication Plan being used so that all parties are included and responding? Is your Project Management involved and on top of things? Does your vendor have the experience to deal with your organizational shortcomings?

22. 22 © NOKIA Jeffrey Vargas, 11/15/ 2005 Strategize, Define and Plan Assess Install, config, verify, troubleshoot Modify, refine, revise Implementing Across the Value Chain Track human processes & behavior Track system effectiveness Understand user acceptance

23. 23 © NOKIA Jeffrey Vargas, 11/15/ 2005 Revise: Things to Remember Are content consumers AND providers recognized and rewarded for their efforts? Did you start with the end goal in mind? Did you identify and bring in the right people and skillsets from the start? Do skill sets align with assigned tasks and responsibilities? Did you avoid “Rolling development” or “scope creep”? Were you willing to change the old ways of doing things? Did you understand all the changed processes that break with the new system? Was your communications plan effective (updates vs. decisions vs. actions)?

24. 24 © NOKIA Jeffrey Vargas, 11/15/ 2005 www.nokia.com Additional Material https://www.socialtext.net/kmworld2005/index.cgi

25. 25 © NOKIA Jeffrey Vargas, 11/15/ 2005 Develop the Culture and Behavior A shared vision for sharing knowledge that is sponsored and supported at a high level and driven throughout the company An understanding that sharing knowledge is an integral part of the way employees work A collaborative environment where sharing and communication is encouraged and occurs openly across organizations Employees who understand the desired results and how they are measured

26. 26 © NOKIA Jeffrey Vargas, 11/15/ 2005 Long Term Goals Establish KM core competencies, implementation capabilities and a validated methodology Define an implementation schedule for designated departments Demonstrate success with all implementations Develop implementation strategy for global rollout Implement globally Review and update vision/strategies as required

27. 27 © NOKIA Jeffrey Vargas, 11/15/ 2005 Improving customer loyalty and satisfaction Improving employee effectiveness and efficiency through collaboration and reuse Reducing costs through the reuse and innovation of knowledge assets The Competitive Advantage

28. 28 © NOKIA Jeffrey Vargas, 11/15/ 2005 Successful Knowledge Management Leadership and sponsorship Sense of urgency Training Communication Internal marketing Rewards and recognition Measures Embedded knowledge activities in business processes and technologies