1. Ann Noles Knowledge Champion

2. Who is Capital One? Our operating interpretation of KM How we started: grassroots Best Practices: but are they for you? Lessons Learned Additional Resources What’s on the agenda?

3. Fortune names Capital One “100 Best Places to Work in the US” Three Years Running

4. The Capital One Culture is... Entrepreneurial I nn o vat i v e Fast Paced FUN! C

5. A combination of culture, process and technology that optimizes the organization’s ability to explore, learn, create and share knowledge.

6. Grass roots efforts will prove the concepts – Information Based Strategy in action

7. Best Practices ? Always begin with Communities of Practice You can’t measure KM KM should not be led from IT

8. Type of Community

9. Operational Project Managers 40 project managers who support call center operations Tasked with helping to make analyst’s ideas into workable solutions Rewarded for results and speed

10. Assessment-Project Managers Solving the same problems over and over Little Documentation Difficult to assimilate new people into the group

11. Rewards system Speed Number of projects they can move forward Meet marketing’s timeline

12. Communities of Practice / Communities of Purpose. Diagram Project C OPS Project Managers Project B OPS Project Managers Project A OPS Project Managers

13. Advantages to approach New rewards consistent with culture Begin building a repository Learn collaborative practices Has support of management Proof of concept of project collaboration tools

14. KM should not be led from IT HR Metrics IT Financial Educational Whoever has the passion should lead!

15. You can’t measure KM About 70 analysts Geographically dispersed Doing the same types of work supporting different lines of the business. Objective –Elicit the level of sharing that is occurring within the community Results evaluated relative to Length of time with the company Manager vs non-manager behavior Business group supported Location

16. How often have you received questions from other teams?

18. Lesson’s Learned Grass roots works – to a point Stay aligned with the business goals Champions should self select Time is our biggest hurdle Build partnerships across the organization Focus on what is rewarded in your culture There are no cookbook solutions. Evaluate everything you hear against your own culture

19. Talent Gap Big Projects Globalization Innovation

20. Additional Resources  Strategy – KM Review – Chuck Seeley [Intel]  Working Knowledge – Prusak and Davenport  Common Knowledge – Nancy Dixon  Web Sites  www.brint.com www.brint.com  www.kmmag.com www.kmmag.com  www.kmworld.com www.kmworld.com

21. Ann Noles ann.noles@capitalone.com