Case Study - Knowledge Management Revisited: Post launch of Market Insights Strategy, KPMG Grace Cordell – Head of CRM Europe Wednesday 14 th May 2008.

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Case Study - Knowledge Management Revisited: Post launch of Market Insights Strategy, KPMG Grace Cordell – Head of CRM Europe Wednesday 14 th May 2008 CRM

1 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. My Background.... Since April 2006 I’ve worked for the professional services firm KPMG where I have held a variety of mainly project-based roles in the area of Knowledge and Information Management. My current role is European Head of CRM. I’m responsible for developing a unified CRM strategy to support the newly created European firm and am focussed on information access projects aimed at a joined-up, simplified approach to knowledge and information provision. Prior to joining KPMG, I worked for Capital Consulting, a Recruitment Process Outsourcing provider and was responsible for developing their research and service excellence capability. Previously I spent time with Spencer Stuart and TFPL in both research and client- facing roles.

2 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. KPMG... DATA USERS MARKETPLACE MARKET INSIGHTS CRM Competitor Intelligence Research Market Segmentation Information Access

3 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Knowledge Management StrategyProcess+ embedded in core processes +Content consistent with strategy Technology+ ‘just-in-time’ delivery Culture People contribute to knowledge bases

4 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. The tasks... What we had: Numerous research products listed by name with access links What we wanted: A Research Portal that would act as an enabler for the development of a full User Interface which could be shaped by the User login, to stream the required desktop tools to suit the users role and work requirements.

5 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. The vision To ensure that systems connect and inter-relate, it was the intention to specify and own the architecture around the User Interface requirements. In order to be in a position to materially influence the way in which systems are designed, built and used. The critical path required a ‘DIY’ approach to research, giving the user access to rich information. To achieve this, a heavily biased front end was deployed that was indifferent to the connectivity requirements behind it relying instead on the architecture to dictate compatibility. All systems brought to the User community designated as Desktop Tools. No user requirement to differentiate between those systems which are in house and those which are bought in or externally hosted. All systems brought to the User community will be designated as Desktop Tools. There is no user requirement to differentiate between those systems which are in house and those which are bought in or externally hostedTools will be sought because they meet the operational needs of the business and the user community, where 85% or better functionality is provided ‘off the shelf’. It will not be the intention to improve on the fit of such tools through in house developmentTools will be expected to comply with the architecture and to be laid out in a manner that eases user access and reliance and reinforces Brand experienceAll systems brought to the User community will be designated as Desktop Tools. There is no user requirement to differentiate between those systems which are in house and those which are bought in or externally hostedTools will be sought because they meet the operational needs of the business and the user community, where 85% or better functionality is provided ‘off the shelf’. It will not be the intention to improve on the fit of such tools through in house developmentTools will be expected to comply with the architecture and to be laid out in a manner that eases user access and reliance and reinforces Brand experience

6 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Content selection criteria Tools selected to meet the operational needs of the business and the user community, where 85% or better functionality is provided ‘off the shelf’. It was not be the intention to improve on the fit of such tools through in house development Tools expected to comply with the architecture and to be laid out in a manner that eases user access and reliance and reinforces brand experience No user requirement to differentiate between those systems which are in house and those which are bought in or externally hosted. User Interface monitoring and assistance, which will allow for Administrator intervention to assist users by remote access or voice guidance It was not the intention to use an offshore facility to provide this functionality but to work with internal ITS to ensure that full benefit be gained from using the Microsoft platform.

7 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Why we thought a portal would provide the answer: A single platform where all information about a topic is brought together Simple access to a wide range of information sources A means to avoid information duplication A catalyst for business development activity Information available 24 x 7 Up to date information A mechanism to link our existing knowledge base

8 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. The Project Plan This Project was consisted of 2 elements The Research Portal which was to be rolled out in 3 phases, 1. Consolidation of the current offering. 2. Auto configuration of the tools to suit the user login. 3. Personalisation of the tools to suit the individual and the ability to ask open questions. The second element (though running in parallel) was the implementation of a SharePoint Platform, being the introduction of a configurable interface to allow for closed user groups and streamed content that can be driven toward the user. It was hoped that this element would have been delivered within the same timescales.

9 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Example project plan slide Single point entry Training Pages Working with Vendors SharePo int Platform Single Sign On Project PHASE 1 Consolidation of the current offering PHASE 2 Auto configuration of the tools to suit the user login PHASE 3 Personalisation of the tools to suit the individual Project phase Workstream Time October 2006 – April 2007May 2007 – October 2007November 2007 – Present Day KPMG-Europe formed

10 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. The Market Insight Portal – phase 1... Recommended resources for common tasks – designed to help users who are unfamiliar the research tools available.

11 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. The Market Insight Portal – phase 1... Before accessing the product, information regarding the source is displayed, there is a choice of either a link directly into the tool or training material with may help the user.

12 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. The Market Insight Portal – phase 1... We tried to recommend resources for the specific KPMG sector.

13 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Training.... A proliferation of trainers, co-ordinators and facilitators exist to support the systems within the business, it was the intention to collapse all of these into one group. This group would be able to train and support all desktop tools in one of two ways; 1. Deployment, remedial and new users 2 Advanced usage and personalisation It was hoped that a module could be added to the National Induction to allow new users to be trained on the particular desktop tools that they would be likely to use in their everyday jobs.

14 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Branding of Products.... Co-branded with KPMG & PI logo We worked with PI and a number of other Vendors to co-brand a various tools to enhance the user experience and acceptance.

15 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Future Technologies..... Instant messaging SharePoint

16 © 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. KPMGE – formed in October 2007 ….. Consolidation of research capability across Europe LLP European IT Integration – SAP ERP Project What changed?

© 2007 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved. This document is confidential and its circulation and use are restricted. KPMG and the KPMG logo are registered trademarks of KPMG International, a Swiss cooperative. Presenter’s contact details Grace Cordell KPMG LLP (UK)