德勤咨询-如何在咨询企业中转移知识ppt课件

1、Martha K Heyman, MLISCompromises along the WayDelivering Knowledge Management Services in a Consulting Firm.Scope of Discussion.Context Matters Knowledge Environment VariesWhere the firm competes determines business modelDifferent core competencies, Different corporate processesBusiness model constr

2、ains how knowledge assets can be effectively managed Determines nature of the knowledge asset life-cycleInfluences the nature of the knowledge assets.Knowledge life-cycle variesConsulting FirmHigh rate of creationClosely linked with revenue generationShort-term valueHigh churnChemical ManufacturerSl

3、ow rate of creationDistant link with revenue generationLong-term valueSlow turn-over.Characteristics of knowledge assets varyConsulting FirmRepurposedRarely used “as isKnowledge components more valuable than total asset. (Parts are greater than the sum of the parts.)Chemical ManufacturerRarely repur

4、posedFrequently re-usedComplete asset more valuable than the components (Sum is greater than the parts.).Consulting Firm StructureSeven industry practice areasMfgHealthCareComm.ConsumerBusinessEnergyPublicSectorFSIStrategy & OperationsPeopleTechnology.In Theory, There are StandardsIntent is to ensur

5、e.sustainable and consistent access to the knowledge assets over time and across disciplinesthe right content collected, at the right time, in the right format and stored in a manner facilitating fast and accurate retrieval at the right time.Compromise One Manage knowledge where its created, but do

6、that within a global system.Knowledge and value are created at the practice area levelIf literally managed at the practice area level there would be multiple silos of knowledge in the firm with no cross-fertilization between practice areas. Avoid silos by using a single firm-wide repository for the

7、knowledge assets. .Compromise TwoNo single scope defined for the mega-collection within the repository.Scope is an aggregation of the practice areas business needsOne area may focus on collecting only proposals Another may focus on completed project deliverablesFirst collection focused on supporting

8、 sales efforts While the second focused on supporting service delivery.Compromise ThreeInconsistent indexing of contentInconsistent use of meta-data fieldsAuthor vs. Content OwnerContent TypeA few practice areas assign controlled terms to their contentBut each does it differentlyAnd the terms are no

9、t generally known outside the practice area.Compromise Four Follow the money, regardless of the true nature of the asset.Indexed based on which Practice Area is credited with the revenueA large pharmaceuticals firm indexed to: ManufacturingProcessChemicals rather than Health CareLife SciencesPharmac

10、eutical Manufacturing.Compromise Five The sky is not always blue, even when it is.Ideal:Content primarily discusses manufacturing issues, so it is indexed with manufacturing. What really happens:Content is also indexed based on “who might want to see it Content is tagged to manufacturing and consume

11、r business.Compromise Six Retain outdated content because it is fresh content for someone else.Work could be insignificant for the industry practice area, Work may represent either the core competency, a best practice or be cutting edge service delivery for the competency practice area. .Barely Contained ChaosConsensus process Trade-offs between practice area needsSucceeds at supporting business objectives across the firm.Why Does it Work?Not really compromises iterative process to identify a finer level of gr