Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Jim Kane Practice Lead: Collaboration & Knowledge Management, Paragon Solutions jkane@consultparagon.com
Paragon is an enterprise information management solutions company that helps firms leverage information assets to achieve better business results.
Corporate Facts
National Coverage Global Clients NJ Headquarters Dual-shore Development CAGR 20+% Privately owned, 29-year history
Agenda
Define Knowledge Communities Review Examples of Knowledge Communities Review a Process for Enabling and Implementing Knowledge Communities Look at SharePoint 2010 Capabilities that Support Knowledge Communities See a Demonstration of SharePoint 2010 Q&A
Knowledge Communities
We have experts everywhere and we dont know who they are We keep repeating our mistakes We arent repeating our successes We need to adapt to incoming workforce members We lose too much knowledge when people leave or retire (Baby Boomers)
Individual Drivers
Paragon Solutions, Inc. Proprietary -7-
Business Drivers
Explicit Knowledge is searchable, repeatable knowledge that managed by domain experts and user can collaborate on the value and use of the knowledge
Tacit Knowledge is knowledge that is difficult to transfer to another person by means of writing it down or verbalizing it
Explicit
Detailed
Emails
Documents
Wikis
Personal Blogs
Blogs
Discussions
Announcements
Community Sweet Spot
Profile Updates
Search
Comments Bookmarks & RSS
Simple
Instant Messaging
Individual
(One to One)
Paragon Solutions, Inc. Proprietary -9-
Tacit
Community
(Many to Many)
Target Value Proposition : Operational Excellence , create a more affordable business structure. Approach : Communities of Practice, Best practice replication process
Target Value Proposition : Faster revenue growth, lower costs. Approach : CoPs, central KM Managers, content management. Results : 10 fold increase in revenue with only 5 fold increase in employees.
Target Value Proposition : Operational efficiency and service delivery to clients, Knowledge sharing culture. Approach : CoPs, InTouch, service desks, content management, SME teams. Results : $200 million revenue created / saved , 95% reduction in technical query resolution. Annual investment of approx $50 million.
Target Value Proposition : Decrease customer service costs Approach : Customer Portal, Customer knowledge repository
Target Value Proposition : Provide faster access to info, improve information mgmt improve sales leads Approach : Content Mgmt communities of practice Results : Increase number of sales leads / Increase in new product sales / Improved customer satisfaction scores / CM investment of over $3 million for start up, $8 million annually.
Target Value Proposition : Create a single, global company /Reduce cycle time / Too Fast to Follow Approach : Global Networks (CoPs) / New ways of working / Letting the new guys into Old Boy networks / Transfer of best practices Results : $200 million/yr cost savings / Reduced number of wells / Increased facility uptime / Reduced design and planning errors / Total investment of approximately $4 million Source: APQC
Results : In less than 6 years , 15000 ideas submitted , value realized ? over $1 billion.
Results : Number of test chips created decreased from 4.2 to 2.7 / Average reduction of 4.5 hours per color match / Savings of $2.25 million per year / Total investment unknown
Connect global drug manufacturing subject matter experts to support critical problem-solving (powder compact, cleaning validation, packaging and labeling, etc.) Connect global teams and people from newly merged organizations (scientists, clinical trial SMEs)
Make it easy for new employees to connect with team members and to collaborate on problems and content
Facilitate communities with JV partners, CROs and other external parties to foster and improve communications and collaboration
Sponsorship
Stewardship
Information Policies & Retention
Governance
Methodology
Communities
Repeatable Model
Flexible to Fit Need Empowered Team
Search
Social Networking Reporting Portals (Aggregation)
Technology
Successful communities address individual needs, community needs and organizational needs
Governance of Communities must tie in to existing information and personal conduct policies, as well as technology governance. Some lessons learned include:
Global privacy laws are much stricter than US laws so plan on tackling this issue early Have a Steering Group support enablement and implementation Develop an auditing approach to help ensure communities are meeting their stated outcomes Decide early on intranet v. extranet communities and levels of governance required Do not simply allow ad hoc creation of communities, have a governance model for enabling and implementation Decide early on approach to approach for communities that require validated content
Communication Plan
New Users
Setup
Enrollment
Adoption
Establish
Program Maturity Phase
Project Plan
Meet with Stakeholders Form Design Team Identify Key Drivers & Outcomes Draft Initial Charter Begin Community Design
Finalize Charter I.D. Roles/Responsibilities Develop Mrktg/Comm Plans Develop Goals and Metrics Design Reward/Recognition Plan Complete Community Design Build Capabilities and Load Content Complete Change Mgt Plan Conduct POC & Feedback Prep for Launch
Conduct Role-Based Training Implement Communication & Change Mgt Plans Complete Content Loading Hold Soft Launch Evaluate Feedback Revise as Needed Conduct Formal Release
Implement Goals and Measurement Scorecard Implement Reward & Recognition Program Grow Membership Conduct Ongoing Outreach Events Review/Update Charter Capture Success Stories Integrate with Other Communities Contribute to Lessons Learned
SharePoint 2010
SharePoint has always been an enabling technology for Knowledge Communities. SharePoint 2010 extends these capabilities for even greater support.
New Capabilities for Colleague Tracking Ask Me About Notes Community Notes Enhanced My Site
People
Pages Libraries Lists Items Documents External Websites My Sites Tag Profiles Images
Life Sciences communities can tag content with domain specific terms that speed search, and help connect people to content.
My Site
User profiles highlight personal expertise, tags, and help connect people
Communities
Communities provide a focus and take advantage of SharePoint capabilities like tags, wikis, blogs, discussion threads, profiles
Tag Pages
Tag pages are SharePoint sites automatically created; tag pages provide users multiple ways to work with tags
Search
Tags are indexed and available for search, and can be treated as managed properties
Paragon Solutions, Inc. Proprietary - 20 -
Companies like NewsGator provide extensions that enhance capabilities of SharePoint 2010 that support Communities
Enhanced User Interface Social Site Templates Micro blogging Enhanced Activity Streams Language Localization
Demonstration
Tim Smith is a new employee. He is a Study Manager in the Oncology Franchise authoring a new Protocol for a phase III Oncology study (ONCO1344). He is looking for templates, work from other trials, and information pertaining to which Central Labs are currently used for these kinds of studies. He has learned about a community that focuses on Clinical Trials within the organization, and has decided to reach out to the community to obtain some of the information he is seeking.
Information (Knowledge) is captured in context making it more valuable A forum is provided to focus on specific business problems and outcomes Behaviors that support innovation, problem-solving and collaboration are promoted and supported
Both individual and corporate outcomes are addressed Younger workers are given the tools they know (social networking) but are focused to meet corporate needs People are more empowered to succeed personally
Indentify Knowledge Community Candidates Establish Business Case Sponsorship, Outcome Visioning Plan and Execute Community Enablement Assess and Improve Existing Community Effectiveness Design and Build SharePoint 2010 Community Sites and Capabilities (and Supporting Information Architecture, Governance, Training)
http://www.consultparagon.com
New!! Paragon Solutions and Microsoft Co-Author Whitepaper Detailing SharePoint 2010 Compliance Enhancements ..
Please visit our web site for additional information or contact: marketing@consultparagon.com to receive a copy