1. 1 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Measuring the potential of knowledge

2. 2 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Intellectual Capital Human Capital Structural Capital Internalisation Combination ExternalisationSocialisation

3. 3 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential.

4. 4

5. 5 Human transparency: => on experiences => on current activities => on training and education => on communities of practise => on hierarchic position Quality of virtuality Quality of networking

6. 6 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. To what extend are we accounted for personal knowledge and experiences outside the organisation? How do we appreciate our external communication / meetings etc.? Socialisation To what extend are we accounted for personal knowledge and experiences within the organisation? How do we appreciate our internal communication / meetings etc.?

7. 7 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. From a receiver point of view: Fresh Complete Trustworthy Relevant Mixed knowledge & information Tailored to my personal profile Easy, logical and consistent navigation Usage measured Content promoted Part of the SLA Introduced & trained Breathing the organisational culture Internalisation

8. 8 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Intranet Learning Curve: from data to knowledge

9. 9 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Average learning curve …

10. 10 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. The end-user perspective

11. 11 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. The Managerial Perspective

12. 12 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential.

13. 13 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Genuinely involved: This is the new way of working, of value creation!! process of debriefing explicitation of lessons learned and new insights Work Flow Management and Collaborative Work Space participation in discussion groups tele-working / tele-learning culture of responsibility sufficient introduction and training measure, manage and encourage explicit expectations Externalisation

14. 14 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Project knowledge flows

15. 15 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Intellectual Capital Intellectual Capital Structural Capital Structural Capital Human Capital Human Capital Thinking capital Can not be owned Leaves the company every evening Non-thinking capital Can be owned What remains when employees go home $$ Can we get the best people available? Flows in Applied Knowledge Management transfer knowledge into structured information transfer skills into processes 80% 20%

16. 16 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Intellectual Capital Intellectual Capital Structural Capital Structural Capital Human Capital Human Capital Thinking capital Can not be owned Leaves the company every evening Non-thinking capital Can be owned What remains when employees go home $$ Can we get the best people available? Flows in Applied Knowledge Management transfer knowledge into structured information transfer skills into processes 60% 40%

17. 17 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. The position of the knowledge centre $

18. 18 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Combinatie ICT co-ordination? Standardisation / compatibility Architecture? Taxonomy and legenda k-map? WhatHowSystemProcess Bv. Thema 3:Coast and River (Watersystems) Natural systems Responses to interventions Describe/ measuring Predictions Explainations/ Analysis Coast Estuaria Lakes Rivers Waterquality Watercourse Sedimentation Morphology Ecology Design/ Intervention Objectbehavior

19. 19 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Data (Explicit) Information (Combined, Interpreted) Intelligence (Insights Externalised) Knowledge (Internalised, Learned) Integrated (Process & Org) Applied (Measured & Valued) Stand- aloneDistributed (Communicated) The Knowledge Maturity Model

20. 20 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Data (Explicit) Information (Combined, Interpreted) Intelligence (Insights Externalised) Knowledge (Internalised, Learned) Integrated (Process & Org) Applied (Measured & Valued) Stand- aloneDistributed (Communicated) The Knowledge Maturity Model

21. 21 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Current Vision Competitor SO Winning Experience Industry Expertise K. in people’s heads Knowledge Capture & Conversion Tech. Expertise SO Expertise/ Perform Directory Knowledge Distribution & Take-Up CV’s Financial Performance Forecasts Insider/ Cogitas NWT’s Galaxy/Intra Kick-offs K - Editors Network Questions Competitor Analysis New Galaxy E- Business Card Combining CG and Gemini Yellow Pages Project Profiles Virtual Office Project Statistics/ performance Leveraged Profiles Case Study Toolkit Reference Library Common Search Platform Data (Raw, Implicit) Information (Combined, Organised, Interpreted) Intelligence (Explicit, Externalised Insights ) Knowledge (Internalised, Learned, Tacit) Stand-alone (Personal/Small Groups) Distributed (Shared & Communicated) Integrated (Business Process & Org’n) Applied (Benefits Measured & Valued)

22. 22 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Document & Content management

23. 23 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Knowledge and information business SPECIALIST MIDDEL USER GENERALIST END-USER DC SECTOR navigators

24. 24 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Railway knowledge centre Transacitional axis Potential market Traditional client K-doc

25. 25 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. potential marktet Traditional client relation relation - axis Permanent client relation Society / politics / clients of clients K-doc

26. 26 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Knowledge windowdressing r S/P/C committedfree extranetinternet $

27. 27 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. K- interaction within DC Communication Q2 Q3 Q1 project theme Q4 DC }

28. 28 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Communities of Practice

29. 29 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Conslusions: Making the quality of knowledge management explicit will boost the awareness levels within your organisation. A knowledge management measure project will involve newly measured data, and newly involved management. Don’t value your knowledge, but value the potential of any knowledge in your organisation at any time. If the number of people participating in your k-flow equal the number of employees, you are in the low gear. If knowledge is your business align your business strategy with your knowledge strategy, and be surprised about the surplus.

30. 30 Copyright © 2002 Cap Gemini Enst & Young. All rights reserved. Proprietary and Confidential. Questions ? Boyd.hendriks@CGEY.nl