1. ©UFS Making KM “stick” and the tools to do it KM World 2009 “Resetting the Enterprise: Focusing on People, Talent & Knowledge”

2. KM World 2009 - Version 9/8/2009 2 Introductions Robert Burns - Director, Knowledge Management (rgburns@metlife.com) Phil Harms - Sr. Knowledge Management Consultant MetLife – Business Unit Benefit Services Organization in MetLife’s US Business unit KM has been deployed for 6 plus years –Document Management –Intranet, Collaboration, and Innovation –Procedural documentation, job aids, and other job related information

3. KM World 2009 - Version 9/8/2009 3 Agenda The Key to... Start With A Four Step Approach Plan For It - Start With Planning for Sustainable Success –Strategic Alignment at Two Levels Commit To It - Building a KM Platform –Portfolio: Tools Enable Strategically Aligned Solutions Ensure It – Governance Show It - Metrics

4. KM World 2009 - Version 9/8/2009 4 The Key to... Making KM “stick” and the tools to do it. It’s all about alignment for impact, but how?... And what do the solutions look like?

5. KM World 2009 - Version 9/8/2009 5 Start With A Four Step Approach – A blueprint for using the tools Approach – Plan for it Metrics – Show it Budget/Resources – Commit to it Governance – Ensure it

6. KM World 2009 - Version 9/8/2009 6 Plan For It - Start With Planning for Sustainable Success Problem 1: Conceptual buy-in for KM is achievable, but... it can be difficult to get buy-in on KM only initiatives Problem 2: Leadership views KM process & tools as impressive, but … it can be a challenge getting the funding as you compete with all of the other business priorities Solution: Focus on KM’s strategic alignment in two ways... Initiatives and Platform

7. KM World 2009 - Version 9/8/2009 7 Strategic Alignment - Integrate KM at Two Levels Governance & Controls Solutions Portfolio Cost Controls Strategic Alignment Benefits Enterprise Initiatives – Embedded KM Elements LOB Initiatives – Embedded KM Elements Business Unit Initiatives – Embedded KM Elements KM Team & Partners KM Platform

8. KM World 2009 - Version 9/8/2009 8 How to Integrate KM into Strategic Initiatives The Hook: Strategic initiatives already have highest priority and budgets. Where does KM fit into them? KM Is Foundational –Make KM a critical element of all initiatives, much like training and quality management –Add KM into oProject Management Office processes and tools oStrategic planning processes and tools oKey business processes, such as quality and learning & development –Develop a KM checklist for projects to ensure integration Planning Cycle Integration –Annually, integrate KM into business initiative planning & deployment –Also integrate with all related ongoing planning and deployment processes

9. KM World 2009 - Version 9/8/2009 9 KM Checklist Objectives: A Tool for Strategic Integration Build an understanding of importance/impact of KM on the business; macro & project levels Advertise the KM Team & its services Provide opportunities for KM Team to consult with project leads Identify high-level scope for the KM elements that enable project success

10. KM World 2009 - Version 9/8/2009 10 Commit To It - Building a KM Platform The Hook: Connect governance, solutions, and costs to achieving strategic initiatives Fund the platform through the business’ strategic funding process –Ensure the KM Platform can enable the achievement of strategic initiatives –Continuously maintain, expand, and realign the KM Platform to meet business needs –Acquire commitment for resources

11. KM World 2009 - Version 9/8/2009 11 Portfolio: Tools Enable Strategically Aligned Solutions The “Classics” –DMS –Intranet –Reference Materials –Support: processes, intake (group mailbox), on-line support –Marketing: branding, road shows and communication plans The “Frontier” –CoPs and 2.0 Tools (Blogs, Forums, FAQs, Wikis) –Innovation Initiatives (APQC study recommended) –Video/Demo (Captivate) –Audio (Podcasts)

12. KM World 2009 - Version 9/8/2009 12 Document Management System The backbone of any Knowledge Management System is a strong DMS Business documents need to be accessible, protected and trusted by users. –Stewardship model –Controlled Access Permissions –1 “Gold” copy Challenges –Can be the most expensive –Can be hard to monitor

13. KM World 2009 - Version 9/8/2009 13 Intranet Create a web interface to access important tools, job aids and information –Can integrate with the DMS by linking to new versions and giving audiences a web- interface for finding documentation –Aggregate across multiple repositories –After start-up cost, there is little or no cost for adding pages and content into the system Challenges –Ongoing system maintenance –Need Governance model where content owners let intranet developers know when changes are needed

14. KM World 2009 - Version 9/8/2009 14 Reference Materials A designated team of Technical Writers that reach out to content or process owners to create documentation –Pure Stewardship model –Can store in DMS and access through intranet Challenges –Need to advertise this service heavily –Can have high and low volume seasons

15. KM World 2009 - Version 9/8/2009 15 Communities of Practice Group of individuals performing similar functions in different business units across the enterprise –Only cost is employee time commitment to CoP –Great Knowledge Sharing tool in which the entire enterprise can benefit from increased associate knowledge Challenges –Need to identify where opportunities for CoPs stand –Need to identify situations where CoP will “work” –Need right leadership to maintain momentum

16. KM World 2009 - Version 9/8/2009 16 Innovation Initiatives Initiatives to gather ideas from the enterprise population for product or process improvements –Low cost and can create a multitude of new ideas Challenges –Someone needs to comb the information for new ideas –A steering committee that selects and pursues ideas should be in place –Understand the kind of innovation company you are (Innovating on your Own Terms – APQC/IBM 2007)

17. KM World 2009 - Version 9/8/2009 17 Podcasting Audio files created as process updates or leadership messages –Can be very effective in communicating with sales force –Set-up is very cheap; $15 computer microphone and free Audacity software –More flexibility than All Employee meetings or Town Halls –Can be housed in DMS and accessed through web Challenges –Finding willing and capable speakers –Understanding audience time limits

18. KM World 2009 - Version 9/8/2009 18 Video/Demo Online presentations or walkthroughs running with video and audio –Excellent training tool with higher engagement than e-mail or audio announcements –We use Adobe Captivate which has full software required for creation & editing Challenges –Cost of software –Creation time to build professional appearing content

19. KM World 2009 - Version 9/8/2009 19 Ensure It - Governance Representatives partnering with KM as the Stewards –Structure multi-level, inclusive, and cross-organizational committees/teams, but keep it small –Make decisions and recommendations, set priorities, and champion KM –Create formal charter, roles & responsibilities, profiles Alignment –Representatives align and integrate KM strategy with business strategy Focus –Ensure continuous focus on integrating KM into the business strategy –Make adjustments to stay aligned Measure –Establish process to measure and show success –Track and report out results; adjust strategy and tactics as needed

20. KM World 2009 - Version 9/8/2009 20 Show It - Metrics Metrics are essential to show success –How well is integrating KM with business strategy working? What is the impact? –Two levels of metrics KM-Only metrics –Perception type: satisfaction, perceived time saved, quality, etc. –Quantifiable type: Usage levels, number of CoPs, number of innovations, etc. KM’s impact on business metrics –Show direct or indirect impact on business metrics –What is KM’s share of the overall metric?

21. KM World 2009 - Version 9/8/2009 21 Summary: Making It Stick - Using the Four Step Approach Continually refresh and create tools for the KM platform and portfolio by leveraging the integration of KM with business strategy Approach – Plan for it Metrics – Show it Budget/Resources – Commit to it Governance – Ensure it Integrating KM into business strategy enables achieving sustainable success The business owns and drives, KM is the steward Two types – KM Only & KM Impacts on Business

22. ©UFS