1. Knowledge Management Israeli Chamber of Information Systems Analysts December 5 th, 2001 Shimon Barak

2. Agenda Knowledge Management – What it is? What it is not? Some issues in implementing KM Enterprise Portal Communities Tools...

3. When you say KM, you mean: Knowledge Management? – Remember: it is about knowledge but about management also Information Management? – Information before Knowledge Document Management? – To begin with A big repository of everything with a search engine on top of it? - Will you get the result you wanted? A Web site with links (Portal or not)? – Let be organized

4. What is Knowledge n We have a knowledge about a subject when we know the subject ourselves or we know where we can find information about it. n Knowledge is about connecting people that need information to people that have this information

5. KM involves: Collaboration Processes Incentives Change Mngt Culture Best Practices Communities Portal Search Taxonomy Knowledge Management... Content Mngt

6. Do we know what we know? “If only we knew what we know, we would be three time as profitable.” HP CEO Lew Platt

7. Knowledge Explicit / Tacit KnowledgeKnowledge Explicit = 10% Tacit = 90% Tacit knowledge is the unspoken expertise of individuals and teams (courses, experience, ideas….) Explicit knowledge is shared or codified (Internet, documents, help, e-mails…)

8. Where is the Information? E-mailVoiceFax NewsDocuments, graphics, presentations Web Sites Databases Explicit Knowledge Tacit Knowledge Insights Wisdom?

9. Biggest Problem We Face Information Overload

10. IT as the Sorcerer’s Apprentice n Thanks to IT, Information and knowledge have moved from scarcity to abundance l but more is not necessary better n Our personal time and attention has become the critical resource of the knowledge economy l and therefore needs to be carefully allocated n But IT still sees its role primarily as delivering more power, more bandwidth, more data l thereby making the problem worse

11. Explicit Knowledge- Dangers! n Abundance of information n Information not updated n Hard to reach the right information n Every site look different n People don’t know about existing information

12. Knowledge Management Must change with the times Qualifications THE VIRTUAL EMPLOYEE OTHER EXPERIENCED EMPLOYEES FIELD SUPPORT PERSONAL FILES ELECTRONIC KNOWLEDGE BASES Skill sets Insights Tools and diagnostics Consistent methodologies Alliances Corporate learnings THE “EXPERT” Analytics Diagnostics Lessons Learned Information Presentations Reports Private Network Tacit Knowl edge The old model of “Knowledge is Power Lone Ranger” with personal expertise The “virtual employee” -- access knowledge anytime, anywhere

13. Obstacles to Knowledge Sharing Corporate Culture Change No Time / People/ Budget ( זאת) No Knowledge Strategy NIH - Not Invented Here Syndrome Employee recalcitrance

14. Why people are ready to share? Reciprocity – If I share, people will share with me and it will help me to know more Repute – If I share, people/managers will know me... and it will help me to be promoted Altruism – I am always ready to help. (yes, there are some strange people)

15. Knowledge Oriented Processes E-mail Document Management Internet Intranet (Undernet) Help Desk

16. KM Goal “Bringing the right information to the right people on the right media at the right time” Right Information Right People Right Media Right Time Short, long, deep Managers, programmers, technical people, marketing people,... Intranet, e-mail, phone, person, meetings,... Immediately, good to know

17. The 3 Elements of Knowledge Infrastructure Corporate Knowledge Infrastructure 1. Culture For a knowledge sharing environment 1. Culture For a knowledge sharing environment 2. Technology Hardware, software, network, etc. 2. Technology Hardware, software, network, etc. 3. Processes Knowledge reliant business processes 3. Processes Knowledge reliant business processes

18. KM Culture KM Culture Corporate Management Support KM Steering Committee Corporate KM Team Spending Time on KM Incentives Communities of Interest

19. CKOs – Who are they? Evangelists – Have the passion, believes that KM is the answer Entrepreneurs – Driven to build something new, willing to take risks Persuaders – Use the arts of influence: reciprocity, commitment, consistency and gentle deference Communicators – Pursue multiple means of communication: meetings, newsletters, e-mails, one-to-one conversations... IT Savvy – Understand the capabilities of IT

20. A Portal – What we need? Personalization Search Categorization Site Map Push Pull Subscribe and Alerts Security Content Management Application integration

21. KM Products Sharepoint Broadvision Web Sphere Oracle Plumtree Vignette Brio Commugen... (Babylon)

22. Communities Communities of Interest/ Practices People who: – Have a same interest – Trust each other – Have a place to collaborate Virtual places – E-mail, discussion groups, chat, collaboration products... Physical places – Meetings, conferences, phone,...

23. The Knowledge Transfer in a Conference The conference The Participants The central team The central team to the participants The participants to the central team The participants between them

24. Building a Service Who needs it? – They really need it? Who asked for it? – Are they the right people to ask for it? High Management approval – Is it according to the company business targets? Who will update the information? – Think again! Are you sure? Who will use the information? – Think again! Is it what they want?

25. Building the best service – They don ’ t use it. Why? They didn’t participate in the design and were not in the loop. They don’t have the time It is not friendly enough Bad response time It is not within the environment they use to work in “The token didn’t fall” Change Management....

26. Implementation Implementation Explain what KM is Ensure participants Ensure updated information Ensure that people share their knowledge Ensure that people use the knowledge Help if needed

27. Change Management People Processes Technology

28. What have we learned? See the big picture, begin small with an appropriate service which can be a good example for others. Show working services. Not everything can be written in documents. Put links to experts, allow collaborations, meetings… KM is not only technical (needs culture and processes) but no KM without a technical environment (Enabler). Use counselors – but … Push, Push & Push. Don’t give up. “Show your enthusiasm” (Larry Prussak)

29. shimonb@amdocs.com