© copyright ibm corporation 2003 ibm software group knowledge management in theory and practice: km...
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© Copyright IBM Corporation 2003
IBM Software Group
Knowledge Management in Theory and Practice:KM at IBM
Jeremy WrayBusiness Development Executive
IBM Software Group
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
40% employees have less than 5 years with IBM
+30% employees are now mobile
By 2005, people will be assessed, not only by what
they do, but, also by how well they forge relationships and
how well they tap into new sources of knowledge.
By 2006, about 30 percent of the Global 2000 will adopt a work style model that is highly mobile, where
35 percent of the knowledge workforce will be empowered to work outside the boundaries of the formal
workplace.
Through 2006, workplace agility will be achieved in 30% of the Global
2000 enterprises adopting an explicit strategy to support a highly
distributed, connected and autonomous workforce.
Within IBM
Source: The Agile Workplace, GartnerGroup Report, May 2002
Within IBM, a workforce transformation is occurring, resulting in more independent and mobile workers
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Knowledge management must be driven from the business strategy
Strategy
What we do know
What we must know (and know how to do)
External strategic knowledge gap
What our competitors know
Internal strategicknowledge gap
Knowledge Management ProgramOperational KM : knowledge to execute strategyStrategic KM: knowledge to formulate strategy
© Michael H. Zack
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Reuse captured intellectual assets
EfficiencyEfficiency
Bring people together across time and geography to share ideas
InnovationInnovation
CompetencyCompetency
Manage knowledge transfer to improve employee skills
ResponsivenessResponsiveness
Marshall resources to respond to unanticipated events
ASSET UTILIZATION REVENUE EXPANSION
Reduced Costs
KM is a discipline …..
... to systematically exploit information and expertise to improve organizational performance..
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
"I need someone to "I need someone to explain this to me" explain this to me"
"I need to find "I need to find information"information"
"We need a "We need a place to place to
collaborate"collaborate"
TacitTacit ContextContext ExplicitExplicit
People, Places & Things
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Finding things
• Access to standard tools• Centralised search• Subscriptions and interest groups• Push information
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Newsletters – profile & push - KNAC
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Audience segmentation – XL / Retail
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Enterprise ToolsSelf-Service offerings at IBM empower our employees to initiate transactions on their own behalf and provide easy access to relevant information any time, anywhere
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Finding Places
• Personalisation – w3• Communities and workrooms• Collaboration tools• Learning and briefings
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
• Coordinate• people, tasks, plans, and
resources• Collaborate
• share ideas & discussion, resolve issues, co-author documents, exchange files
• Communicate• actions & decisions, key
findings and lessons, publish knowledge
• Benefits• Can be used without any
technical training• Browser based access• Central location for
accessing information• Flexible structure • Outstanding security• Site password protected• Room based security
Lotus QuickPlace is a web based team space
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Collaboration Central connects professionals to people, processes, and technologies that support collaboration
• Collaboration Central• Tools• News• Discussion • Sandbox
• Team Central• What is a Team? • Solve a Team Problem • Select the Right Team
Tool • Best Practices • Wizard function
provides advice and guidance to the less experienced user
• Community Central • What is a Community?• Roles &
Responsibilities • Best Practices • Community Tools • Find a Community
Collaboration tools & services
IndividualsTeamsCommunities
ConnectionsCommunities of
interest & practiceTeams (DBoM)
Best Practices
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Web Conferences uses Web technology to conduct meetings rather than holding in-person events
Wizard function provides printable action list to help plan and conduct an effective Web Conference
Outbound service enables participationof customers, business partners, and vendors outsidethe firewall
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Movie of online meeting
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
"XJam" capabilities allow an organization to have a time- boxed knowledge sharing event
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Finding People
• BluePages +
• Finding Expertise and engaging
• Instant Messaging & Awareness
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
BluePages provides access to the expertise of IBM's professionals
• Captures employee information providing enhanced search capability
• projects• teams• expertise• business interests
• Structured Vocabulary• Related Documents • Related Links• Allows search over all
categories• Architected to incorporate
more collaboration functions
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Instant Messaging & Awareness
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Prerequisites for KM
Culture Culture of sharing most important From personal information to information as a corporate asset “What they want to know” vs “what we want to tell them” Understanding of what material is appropriate as push or pull Organisation of material into categories that make sense to the searcher
Organisation & Tools Single point of entry for standard applications = Workplace Easy access to common tools – HR, Finance, Procurement etc Enhanced directory of people Great search technology
Tools you have just seen WebSphere Portal Lotus Collaboration Tools – Domino, Sametime, QuickPlace Web Content Management Extended search technology DB2 database
SWG KM overview | © Copyright IBM Corporation 2004
IBM Software Group
Thanks!