Full Description
In a tighter economy, organisations closely scrutinise all costs and initiatives to ensure money is being well spent. Knowledge Management(KM) may well come under the microscope, especially where expensive technology has been bought but no real return on investment is being seen. Written by Stephanie Barnes, Aligning People, Process and Technology in KM provides a complete toolkit and roadmap to ensure that these critical elements are aligned from beginning to end, ensuring the success of your KM initiatives. Key topics covered include: * Integrating people, process and technology for successful KM; * Recent trends in KM and KM technology; * The key benefits of specific types of KM technology - business intelligence, CRM systems, incident management software, learning management, expertise location, content management, document and records management, search technology, portal technologies, workflow technologies, social networking and blogging software, and collaboration; * The key risks associated with knowledge management; * Aligning KM with organisational processes and business objectives; * A knowledge management roadmap - the eight phases of the knowledge management program process; * Key requirements for KM success and ROI; * How to prepare a change management plan for effective implementation of new KM projects; and * Establishing KM Governance. Case Studies: This report contains 13 case studies from international organisations including; Ontario Council of Agencies, Osler, Hoskin & Harcourt LLP, ICICI Bank, ConocoPhillips, Bovis Lend Lease and many more - featuring KM initiatives that have both worked and those that have failed, including: * Migrating to a commercial off the shelf solution in a sustained knowledge management environment; * Facilitated knowledge sharing; * Creative solutions in knowledge transfer; * Locating information in a timely manner to reduce the impact of system outages; * Different approaches to implementing an ECM platform; * Implementing a 'community of purpose' program; * Microsoft SharePoint as an intranet solution; * A portal project to increase agility, flexibility and capability in the core competency areas of communications and collaboration; and * Collaboration and knowledge sharing across international offices.
Contents
Part One: Integrating people, process and technology Chapter 1: What is knowledge management?...3 Knowledge management activities...3 Tacit vs explicit knowledge...3 Managing knowledge, IT vs business...4 Chapter 2: Recent trends in knowledge management...5 Technology...5 A balanced approach to knowledge management...6 Conclusion...6 Chapter 3: Knowledge management benefits...7 Knowledge management and KM technology...7 Benefits of specific technology types...8 Summary...10 Chapter 4: Knowledge management risks...11 Silos...11 People/groups not participating...11 Loss of momentum...12 Lack of passion to lead knowledge management...12 Link to the business case is lost...13 Organisational culture...13 Sponsorship...13 Chapter 5: Aligning knowledge management with the business...15 Understand business objectives...15 Understand user requirements...16 Embed knowledge management in processes...16 Training and communications...17 Metrics...17 Senior management support...17 Cross-functional participation...17 Technology is a means to an end...18 Adequate budget...18 Chapter 6: The knowledge management roadmap...19 Strategy and plan...19 People...20 Process...22 Technology...22 The roadmap process...28 Chapter 7: Requirements for knowledge management success...33 Strategy...33 Roadmap...33 Budget...33 Governance...35 Technology management...35 Change management...35 Knowledge management culture...36 Return on investment...36 Chapter 8: Change management plan...37 Organisational impact management...37 Stakeholder and sponsor management...37 Communication: Planning and management...38 Training: Planning and management...40 Conclusion...40 Chapter 9: Governance...41 Governance committee...41 Chapter 10: Knowledge management lessons learned...43 Tie knowledge management to business objectives...43 Culture...43 Involve users...44 Sponsorship...44 Education and communication...44 Resources...44 Prioritise activities...44 Knowledge management pay-off...44 Part Two: Case studies Introduction...49 Case study 1: Automotive manufacturer - Migrating to a commercial off the shelf solution in a sustained knowledge management environment...51 Background...51 Moving targets and recognition...52 Challenges...53 COTS solution...54 'To be' state...54 Considerations...55 Next steps...56 Case Study 2: Bovis Lend Lease ikonnect - Facilitated knowledge sharing Background...57 ikonnect basics...59 ikonnect operations...59 Staffing...61 Communications: A critical success factor...62 Metrics and measurement...64 Technology...67 Conclusions...67 Case study 3: ConocoPhillips - Creating creative solutions in knowledge transfer...71 Early wins and introducing knowledge sharing concepts to the culture...71 Connecting people...72 Linking to business results...72 Building sustainability...73 Knowledge sharing example...74 Technology support...74 Case study 4: Environmental company...75 Context...75 The project...75 The result...75 Case study 5: Financial institution, IT department...77 Context...77 The project...77 The result...77 Case study 6: High technology company #1...79 Knowledge management strategy...79 Knowledge management people...80 Knowledge management processes...81 Knowledge management technology...81 The result...82 Case study 7: High technology company #2...83 Context...83 The project...83 The result...83 Case study 8: ICICI Bank - Changing the way we work...85 First steps...85 Satisfied users...86 Wise Wednesdays...87 Corporate learning...87 Managing documents on WiseGuy...88 Technology platforms...88 Compliance, quality and customer service...89 'Beyond the surface to the soul'...89 Challenges...91 Case study 9: Multinational fast moving consumer goods company...93 The situation...93 The decision...93 The result...103 Case study 10: Osler, Hoskin & Harcourt LLP - SharePoint 2007 in a legal environment...105 Vendor selection...105 Decision factors...106 Three phases of vendor selection...106 Key people involved in choosing and implementing the solution...107 The result...108 Case study 11: Ontario Council of Agencies Serving Immigrants...109 The situation...109 The decision...109 Steps since the strategic plan development...111 Case study 12: Pharmaceutical company...117 Context...117 The project...117 The result...117 Case study 13: Professional services firm...119 Context...119 The project...119 The result...119 Part Three: Appendices Appendix 1: Enterprise technologies, structured and unstructured knowledge...123 Appendix 2: Enterprise technologies, unstructured knowledge...125 Appendix 3: Social media and collaborative technologies...129 Appendix 4: Knowledge management roadmap matrix...131 Appendix 5: Glossary...133 Index...135
