惠普公司商务模板之新世界新时期的知识管理

KnowledgeManagementintheRealWorldLecturegivenatLawrenceTechnologicalUniversityStanGarfield

October20,2007

WhatisKnowledgeManagement?KnowledgeManagementistheartoftransforminginformationandintellectualassetsintoenduring

valueforanorganization’sclientsanditspeople.Thepurposeofknowledgemanagementisto:FosterthereuseofintellectualcapitalEnablebetterdecisionmakingCreatetheconditionsforinnovationKMprovidespeople,processes,andtechnologytohelpknowledgeflowtotherightpeopleattherighttimesotheycanactmoreefficientlyandeffectively20Oct20072Inventwhenneeded…Whymanageknowledge?

1.PreventredundanteffortButdon’treinventthewheel!20Oct20073Whymanageknowledge?

2.Avoidrepeatingpastmistakes20Oct20074Whymanageknowledge?

3.Takeadvantageofwhatothersalreadyknow20Oct20075HowtoDoKnowledgeManagementSharewhatyouhavelearned,created,andprovedInnovatetobemorecreative,inventive,andimaginativeReusewhatothershavealreadylearned,created,andprovedCollaboratewithotherstotakeadvantageofwhattheyknowLearnbydoing,fromothers,andfromexistinginformation20Oct20076

ShareAskquestionsandrequesthelp–otherswillbenefitfromtheanswersAnswerquestionsandprovidehelp–beingthewhiteknightisgratifyingOffertips,insights,andusefullinks–payitforward,buildyourreputation20Oct20077Share:HPusershelpeachotheroutQuestion:Apr10,2007IhavebeengettingaproblemwhensearchingusingGoogle.WhenIgettheresultsandclickononeofthemitredirectsmetoanothersiteandnottotheselectedsite.Answer:Apr11,2007Youhavespyware.Usespywareremovalsoftware.Updatetothelatestsignaturesbeforestartingscan.Yourproblemwillbesolved.20Oct20078

Innovate:HPSocialNetwork20Oct20079Reuse:HPProposalWeband

PresentationBuilderThisslideandmanyothersarereusedfromexistingpresentations.Thinkofhowmuchworkitwouldtaketocreatethemfromscratch.20Oct200710

Collaborate:KMTeamMarcusFunkeProcessProjectManagementAndrewGentTechnologyArchitectureStanGarfieldPeopleCommunicationsBernardHenneckerCommunitiesUserInterface20Oct200711

LearnReadWatchAttendListen20Oct200712KnowledgeManagementMissionThemissionoftheHPServicesKnowledgeManagementprogramistoinstitutionalizeknowledgecreation,sharing,andreuseto:IncreaseourwinrateDrivedownsalesanddeliverycostsIncreaseengagementquality20Oct200713GoalsofKnowledgeManagementIncreaseorders,revenue,andprofitsby:ReusingmaterialsandexpertiseAvoidingredundanteffortAvoidingmakingthesamemistakestwiceTakingadvantageofexistingexpertiseandexperienceMakingiteasytofindinformationandresourcesCommunicatingimportantinformationwidelyandquicklyPromotingstandard,repeatableserviceofferingsProvidingmethods,tools,templates,examples,&datatostreamlinesellinganddeliveringMakingscarceexpertisewidelyavailableShowingourcustomershowweuseourknowledgefortheirbenefitAcceleratingdeliverytoourcustomersStimulatinginnovationandgrowthEnablingHPServicestoleverageitssizeMakingourbestproblem-solvingexperiencesreusable20Oct200714KnowledgeManagementUnifiedViewPEOPLEPROCESSTECHNOLOGYPracticeKMWWLead:1perRegionLead:1perRegionKM-KMLead:1per-K-Advisor:1perWWKMTeam-People-Technology-ProcessMETRICSEMEAAPJAmericasPracticesInventCapture

ReuseKnowledgeCapture&ReuseCommunitiesofPracticeBestPracticeReplicationProjectTeamCollaborationContentManagement&GovernanceKnowledgeCapture&ReuseCommunitiesofPracticeBestPracticeReplicationProjectTeamCollaborationContentManagement&GovernanceContentManagement&GovernanceAuthoringExcellenceProgramIPcreationInventionDisclosurePatentsWindowsSharePointServices(WSS)SharePointPortalServer(SPS)UBB.threads(threadeddiscussions)HPVirtualRooms(webinars)@hpportal(intranet)Roller(HPblogs)MediaWiki(HPedia)SpecializedapplicationsCountryKM-KMLead:0-1per-K-Advisor:0-1perWWParticipation:ThenumberofemployeeswhoparticipateinForums(subscriptions,postings,websitevisits),dividedbythetotalnumberofemployeesCapture:ThenumberofnewprojectprofilesintheProjectProfileRepository,dividedbythenumberofnewprojectsReuse:Theaverageamountofreusereportedinnewprojectprofiles,averagingBid&Delivery20Oct200715KnowledgeManagementComponentsPeoplecultureandvaluesknowledgemanagersusersurveyssocialnetworkscommunitiestrainingdocumentationcommunicationsTechnologyuserinterfaceintranetteamspacesvirtualmeetingroomsportalsrepositoriesthreadeddiscussionsexpertiselocatorsmetadataandtagssearchenginesarchivingProcessmethodologiescreationcapturereuselessonslearnedprovenpracticescollaborationcontentmanagementclassificationmetricsandreportingmanagementofchangeworkflowvaluationsocialnetworkanalysisappreciativeinquirystorytellingblogswikispodcastssyndicationsocialsoftwareexternalaccessworkflowapplicationsprocessautomatione-learningsubscriptionspointstrackingreportingknowledgeadvisorsgoalsandmeasurementsincentivesandrewards20Oct20071620Oct200717PEOPLE:KMExpectationsTheTechnicalCareerPath(TCP)andProgramManagementCareerPath(PMCP)requireconsultantsandprogrammanagerstoshareknowledgebybecomingknowledgecontributorsandsharingexperienceonanongoingbasisReaddocumentsandtakeself-pacedtrainingBigPictureDocumentsUserGuidesandWBTKMFAQHowtoRecordTimeSpentonKMActivitiesKCRExpectations20Oct200718Capture:Capturecontentandexperiencefrombidsandprojects(projectprofiles,lessonslearnedreports,bid/projectdocuments,solutioncollateral/servicekitcontent,knowledgebriefs)Reuse:Reusecontentandexperienceinbidsandprojects(solutioncollateral/servicekitcontent,lessonslearnedreports,bid/projectdocuments,knowledgebriefs)Participation:Activelyparticipateinatleastonecommunityofpractice,withspecialfocusonsubscribingandpostingtoForumsPEOPLE:EmployeeKMGoals20Oct200719PEOPLE:KMStarsTellTheirStories20Oct200720PEOPLE:KMStarsIncentivePointsSystem20Oct200721PEOPLE:AuthoringExcellenceProgramRewardsHPSpersonnelwhohelpraisecustomerawarenessofHPServicescapabilitiesthroughthepublicationofwhitepapers,articles,andbooks,orwhogivepresentationstorecognizedindustryforums20Oct200722PEOPLE:InnovationIncentiveProgramTheprimaryobjectiveistoincreasethenumberandqualityofInventionDisclosuressubmittedtotheLegalDepartment,therebyresultinginmoreandhigherqualitypatentsandastrongerpatentportfolioforHP20Oct200723PEOPLE:KnowledgeAdvisorsApplicationConsultancyAdviseonusingcollaborativeworkspacesAdviseonusingtheKnowledgeNetwork

ReusableCollateralAssistinlocatingreusablecollateralAssistinsearchingforinformationtomeetproposaldeadlinesorwhentheuserisnotconnectedtotheHPnetwork

ConnecttoKnowledgeSourcesAssistinlocatingrelevantknowledgesourcesDirectfeedbacktotherightpersonwithintheKMteam

KnowledgeCapture&ReuseSupportAssistusersinprojectprofilecreationEvaluatesubmittedprojectprofiles,andfollowuptoimprovequalityTraining&CommunicationandUserSupportHostwebinarsandwalkthroughsontheKnowledgeNetworkCommunicateKnowledgeNetworkinformationasappropriateAssistwithcollaborationandcommunityusage20Oct200724PEOPLE:KnowledgeAdvisorsPage20Oct200725PEOPLE:CommunitiesCommunitiesaregroupsofpeoplewhoshareaconcern,asetofproblems,orapassionaboutatopic,andwhodeepentheirunderstandingandknowledgeofthisareabyinteractingonanongoingbasis.Professionsarecommunitiesofpracticewiththerichestsetofactivities,governance,andstructure.SolutionCommunitiesareforHPSportfoliosolutionsthatdonotcurrentlymaptoanyoftheProfessions–theycanevolvetobecomeProfessions.SpecialtyForumsarefornichetopicsthatdon’trequireformalcommunitiesbutneedthreadeddiscussionsforcollaboration–theycanevolvetobecomecommunities.SpecialtyForums

SolutionCommunitiesProfessions@hpPortal

KnowledgeNetworkProfessionsLearning&DevelopmentdrivenDevelopmemberstofitintoaparticularrole,beproficientinthisrole,andbeabletodeliverservicesfromwithinthatroleMotivation:mastertheprofessionSolutionCommunitiesFocusedontheparticulartopicVariousrolescanparticipatePassionisfocusedondeveloping,selling,anddeliveringaspecificsolutionsetandbecomingveryknowledgeableaboutthetopicMotivation:sellanddeliverexpertlySpecialtyForumsLooselyconnectedgroupsofpeoplewhowanttolearnaboutaparticulartopicNocommitmentintermsofdeliveringsomethingtogetherMotivation:askandlearn20Oct200726PEOPLE:HPProfessionsProgram20Oct200727PEOPLE:HPProfessions–Example20Oct200728PEOPLE:SocialNetworking20Oct200729PROCESS:HPServicesKnowledgeFlow

CustomerEngagementRoadmapValuetoCustomerKnowledgefromHP/

OutsideHPKnowledgeinRepositoriesandCollaborativeWorkspacesExplicitKnowledgeinPeopleTacitHPServicesKnowledgeOtherHPKnowledge

Capture

InventReuseKMMeasuresReinforcing

BehaviorKCRProcessandPolicy20Oct200730IdentifyOpportunityOpportunityDevelop&Negotiate&CloseImplement&EnsureExpand&ExtendDevelop&ProposeNegotiate&CloseWon&DeployWon&ExpandSellingStageRoadmapStageOpportunity

CreationOpportunity

EvaluationDevelopment&BidNegotiate

&CloseDeliveryUnderstandCustomerValidateOpportunityQualifyOpportunitySOAREventsOpportunity

Assessment

ApprovalBidApprovalTs&Cs

ApprovalScopeChange

ApprovalKey

DeliverablesOpportunity

Profile,LeadManager&BidSponsorOpportunityPlan&Initial

BidPlanSolution&BidContract&OrderSOW/SLADelivery,ScopeChange,RiskManagement,Upsell&RenewalProgramandAccountReviewsOpportunityQualificationBidAssuranceWin/LossOSAccount,Start-up,DeliveryStatus,DetailedDelivery&CloseoutWin/LossReviewSnapshot,LessonsLearnedClose-OutReportSOW,ProjectPlanPROCESS:CustomerEngagementRoadmapProjectKMContentProjectProfileSOW,ProjectPlanWin/LossReviewLessonsLearnedClose-OutReportProposal20Oct200731PROCESS:KnowledgeCapture&Reuse20Oct200732PROCESS:KMMetricsDashboardCaptureThenumberofnewprojectsrecordedinthePPRasapercentageofallnewprojectsbooked.Goal:80%ReuseTheaverageamountofprojectcontentthatwasreusedbynewprojectsenteredintothePPRforthismonth.Goal:45%PPRUsageThenumberofemployeeswhoreviewedoneormoreprojectprofilesfromthePPRthismonth,asapercentageoftotalC&Ipopulation.Goal:20%PortalUsageThenumberofemployeeswhovisitedoneormorepracticeportalslookingforofficialcontentthismonth,asapercentageoftotalC&Ipopulation.Goal:40%ParticipationThenumberofemployeeswhoparticipatedintheforums(eitheronlineorasasubscriber)thismonth,asapercentageoftotalC&Ipopulation.Goal:50%23%61%76%34%14%20Oct200733TECHNOLOGY:OverallKMArchitectureTheHPSKMenvironmentisorganizedinto3layers:IntranetsitesCommunityportalsTeamcollaborationspacesHPSTSG@HP…TeamsCommunitiesIntranet20Oct200734TECHNOLOGY:KnowledgeNetwork20Oct200735KnowledgeNetwork–A-ZIndex20Oct200736EngagementKnowledgeMap20Oct200737EngagementKnowledgeMap(continued)20Oct200738SimpleGuidetoKM20Oct200739KnowledgeNetworkSearchTips20Oct200740KnowledgeNetwork–RemoteAccess20Oct200741ProjectTeamCollaborationProjectteamsshouldcollaborateduringtheprojectlifecycleWindowsSharePointServices(WSS)Providessupportforweb-basedteamcollaborationServer-basedsecurespacesthatareaccessiblefromawebbrowserorthedesktop–online,withnoclientsoftwareStandardtemplatesprovidedforprojectsNewfunctionscanbeaddedandthehomepageiseasilycustomizedCreateTeamSpacesthroughself-servicesTrainingUserGuidesExternalaccessforpartnersandcustomers20Oct200742CreatingaWSSTeamSpace20Oct200743CreatingaWSSTeamSpace(continued)20Oct200744CreatingaWSSTeamSpace(continued)20Oct200745WindowsSharePointServices–

ProjectTeamSpaceExample20Oct200746WindowsSharePointServices–

InternalTeamSpaceExample20Oct200747SharePointPortalServerProvidessupportforCommunityofPracticespaces,andalsoforkeyknowledgerepositories.Provideseasyaccesstoserver-basedsecurespacesthatareaccessiblefromawebbrowserorthedesktop.Newfunctionscanbeaddedtothespaceandthehomepageiseasilycustomized.Contentcanbeaddedandmanagedbysubjectmatterexperts;noneedforlibrariansorgatekeepers(althoughapprovalscanbeused).20Oct200748SharePointPortalServer–

ExamplePracticePortal20Oct200749WebPublishingCenterandSharePoint:

IndustryPracticePortal20Oct200750ProjectProfileRepositoryEachprojectwebidon,winanddelivershouldhaveaprofileintherepositorythatcanbereadilysearched,basedonindustry,customer,ormarketofferingProfilesaresimpleandeasytoenterTocreateaprofile,inthelowermiddleofthepageunder“AddingaProfile“clickon“Addanitem”EntertheinformationintheformIncludecontactinformationformoreinformationontheprojectunder“TeamList“Enterasmuchinformationasisavailable,thenclickon“SaveandClose“atthetopofpage20Oct200751ProjectProfileRepository20Oct200752ProjectProfileSubmissionForm20Oct200753ProjectProfileSubmissionForm(continued)20Oct200754ProjectProfileRepository–

BrowsebyCountry20Oct200755ProjectProfileRepository–

BrowsebyIndustry20Oct200756ProjectProfileRepository–

BrowsebyMarketOffering20Oct200757ProjectProfileRepository–

ExampleofaProfile20Oct200758ProjectProfileRepository–

ExampleofaProfile(continued)20Oct200759ProjectDocumentLibrary&ContributionWizard20Oct200760CommunityDirectory20Oct200761HPForums–ThreadedDiscussions20Oct200762HPForumsAdhocthreadeddiscussionsUserscanparticipateeitherbytheWeborbyemail,andreadbyRSSMembersinteractwithotherpeopleinterestedinaparticulartopicAskquestions,provideanswers,shareideas,communicatetrendsThereareforumsforeachoftheProfessionsandSolutionCommunities,aswellasmanyothersubjectsWebThreadEmailThreadRSSFeed20Oct200763AsktheExpert20Oct200764KnowledgeBriefsKnowledgebriefsareexactlythat:shortbutdetailedsnippetsofinformationonavarietyoftopics,whethertheybeaspectsofestablishedtechnologiesoroverviewsofthelatestITtrend.Thepurposeofknowledgebriefsistoshareinformationquickly,passingalonginsights,tipsandtricks,andothernuggetsofknowledgetootherHPemployees.Awardsaregiventofrequentknowledgebriefcontributors20Oct200765KnowledgeBriefsViewer20Oct200766KnowledgeBrief–Example20Oct200767HPGlobalMethod20Oct200768HPGlobalMethod–

HPSMethodologyCatalogue20Oct200769HPGlobalMethod–

ProcessLibrary20Oct200770HPGlobalMethodPM–

ProjectManagementMethodology20Oct200771HPReference2WinProgram–

SubmitaWin20Oct200772HPReference2WinProgram–

AdvancedSearch20Oct200773TacitKnowledgeSharing:

WinningtheBidForumandHPSPodcast20Oct200774HPServicesPortfolio20Oct200775HPMarketVision–MarketResearch20Oct200776books24x7(viaHPLabs)–

OnlineAccesstoIT&BusinessBooks20Oct200777HPVirtualRooms20Oct200778Grow@hp(e-learning)20Oct200779Software:GDASReusePortaland

CMEIPAssetCatalogue20Oct200780ExpertiseLocator–FindConsultantin

ResourceManagementMarketPlace20Oct200781KnowledgeNetworkNews(monthly)20Oct200782Testyourknowledge:WhichWeb2.0toolwouldyouuseforeachofthese?SharePublishyourinsightsTagyourfavoritewebsitessothatotherscanalsobenefitInnovateImproveuponadoc