2. We are a consulting firm dedicated to helping companies provide their employees with the information, education and knowledge they need, to work smarter, faster.

3. Content Development Development of the text, video and graphics that represent how your business operates, such as: Policy and procedure manuals Reference materials Training or learning E-learning Leveraging technologies to enable learning anywhere, anytime. Knowledge Management Leveraging of intellectual assets through the cultivation and sharing of knowledge or expertise.

4. Many companies now realize… Success depends on the performance of their people–for companies to work smarter, faster, their employees must work smarter and faster. Competitive advantages are becoming more difficult to sustain. Traditional training and reference materials have many shortcomings. Initial intranet implementations have led to information overload.

5. Our approach is to help companies not just adopt, but sustain knowledge management To ensure the long-term success of KM… Maximize the value in the knowledge. – Relevant – Up-to-date – Accurate Minimize the burden on the end-user. (Four Rs) – Right amount – Right information/knowledge – Right time – Right context – Consistent – Concise

6. How employees use knowledge The ongoing process of producing value-adding knowledge

8. Service & Support Managers (SSMs)… are a single point-of-contact for strategic accounts - each SSM supports one key customer. provide comprehensive, effective and, as required, customized support services. are expected to understand and even anticipate customer needs. The organization planned to rapidly hire 250 new SSMs.

9. Information Resources Before KM Other SSMs –Email –Discussion forums –Phone Personal contacts Cisco intranet Management team Resulting Costs Reinventing the wheel(productivity) Improvising the wheel(consistency) Hoarding the wheel(competitiveness)

10. Orient New Hires Minimize time-to-proficiency Develop a brand image for the SSM role Help Improve Performance Increase productivity Move SSMs through the 4 stages of professional development faster Increase service consistency and quality Facilitate Innovation Foster continuous process improvement Open channels of communication

11. Executive Sponsor Santa Clara, CA KM Business Lead New York, NY Cisco IT Raleigh, NC Project Sponsor & KM Development Team Charlotte, NC Quick Hits Phase 1 Phase 2 4/006/009/002/01 Ongoing KM

12. Promotes reuse of information Facilitates multiple views tailored to individual needs Streamlines navigation for maximized user experience Supports dynamic content updates Provides reusable framework for deploying KM connections across business units Integrated Knowledge Architecture is a registered trademark of VisionCor, Inc. Allows for implementation on any major technology platform Maximizes the capabilities of current portal or content management systems Our Integrated Knowledge Architecture TM is a conceptual framework used to organize knowledge portals and structure content.

13. Where do I start? How do I… ? Who can help me? Build a Virtual Team Best Practice New Hire Checklist SSM Directory and Biographies

14. How do I… ? How did you… ? What does it look like? Failing Components Action Plan Example Crashing Local Directors Case Study Proactive Issue Management Best Practice

15. Content Contribution – Case Study Resolving Trade-In RMA Issues Case Study This is great stuff. Knowledge Manager – review and approval That RMA trade-in was difficult. I bet the rest of the team could use what I just learned.

16. Orient New Hires Establishes a one-stop shop for SSM organizational information. Provides just-in-time reference information, organized around SSM business processes. Help Improve Performance Integrates the know-how needed to perform. Clarifies performance goals. Supports performance evaluation process with standardized tools and templates. Facilitate Innovation Captures and distributes expert knowledge and best practices. Captures feedback for process improvement.

17. Reusing our architecture across other Cisco organizations, resulted in a 50% savings in development efforts on subsequent portals.

18. Get senior management support Start small Know your audience Begin with maintenance in mind Deploy rapidly Test usability early and often Be prepared to define processes Less is more Culture matters Focus on business results

19. Thank you for your time and attention. For more information, contact: John Schneble Business Development Manager jschneble@visioncor.com VisionCor 6000 Fairview Road Suite 350 Charlotte, NC 28210 www.visioncor.com 1-888-299-8267