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Global Knowledge Management Trends
Rory L. Chase
Managing Director, Teleos
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MAKE Methodology
• Delphi research methodology
• Panel of experts consisting of senior executives and KM/IC experts
• Three rounds of consensus-building to identify the MAKE Winners
– Round 1: Nominations
– Round 2: Finalists
– Round 3: Winners
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MAKE FrameworkEight Knowledge Performance Dimensions
• Creating an enterprise knowledge-driven culture
• Developing knowledge workers through senior management leadership
• Delivering knowledge-based products/services/solutions
• Maximizing enterprise intellectual capital
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MAKE FrameworkEight Knowledge Performance Dimensions (continued)
• Creating an environment for collaborative knowledge sharing
• Creating a learning organization
• Delivering value based on customer knowledge
• Transforming enterprise knowledge into organizational wealth
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Most Admired Knowledge Enterprises (MAKE) Framework ©Teleos
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Global MAKE Finalists
Region 1998 2007
Asia 2 (04%) 12 (24%)
Europe 9 (20%) 12 (24%)
North America 33 (74%) 18 (36%)
South America – 1 (2%)
Global1 (02%) 7 (14%)
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Global MAKE Winners
Region 1998 2007
Africa – –
Asia – 4 (20%)
Europe 4 (20%) 4 (20%)
North America 16 (80%) 8 (40%)
South America – –
Global– 4 (20%)
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2007 Asian MAKE Winners
Astra International
Eureka Forbes
Honda Motor
Infosys Technologies
Larsen & Toubro ECD
Samsung Advanced Instituteof Technology
Samsung SDS
Satyam Computer Services
Singapore Airlines
Sony
Tata Consultancy Services
Tata Steel
Toyota
Westpac Banking Corporation
Wipro Technologies
(in alphabetical order)
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2007 European MAKE Winners
BP
British Broadcasting Corporation
Ericsson
Mondragon Cooperative Corporation
Nokia
(in alphabetical order)
Norsk Tipping
Novo Nordisk
Rolls-Royce
Royal Dutch Shell
SAP
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2007 North American MAKE Winners
Air Products
APQC
Caterpillar
Fluor
Hewlett-Packard
IBM
Microsoft
Raytheon
US National Aeronautics & Space Administration
(in alphabetical order)
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2007 Global MAKE Winners
Accenture
Apple
BP
British Broadcasting Corporation
Ernst & Young
Fluor
General Electric
IBM
Infosys Technologies
Intel
McKinsey
Microsoft
Nokia
Royal Dutch Shell
Samsung Group
3M
Toyota
Wikipedia
Wipro Technologies
(in alphabetical order)
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Global MAKE WinnersBusiness Sectors
• 9 Winners – Computer Hardware, Software & IT Solutions
• 6 Winners – Professional Services/Consulting
• 5 Winners – Electronics and Electrical Manufacturing
• 4 Winners each – Oil & Gas Exploration and Services
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Global MAKE WinnersBusiness Sectors (continued)
• 3 Winners each – Diversified Manufacturing; Financial Services; Motor Vehicle Manufacturing; Networking Equipment; Pharmaceuticals
• 2 Winners – Chemicals; Internet Searching Services & Portals
• 1 Winner each – Construction and Engineering; Consumer Products; Media; Mining & Mineral Extraction; Public Sector; Retail; Semiconductors & Equipment
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KM/IC Metrics
Metrics used by MAKE researchers:
• Total Shareholder Return
• Return on Equity
• Return on Assets
• Return on Revenue
• Market Capitalization
• Value Added
• Brand Value
• R&D Expenditure
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Knowledge Metrics
Metric 2007 Global MAKE Top 500 Company
Winners Median
Total Return to
Shareholders (1996-2006) 22.4% 11.0%
Return on Assets (2006) 12.8% 3.7%
Return on Revenues (2006) 13.6% 6.4%
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MAKE Winners’ Scores
Knowledge Dimension Asia Europe N. America
Organizational Culture 7.94 7.85 8.25
Knowledge Leaders 7.91 8.04 7.76
Innovation 7.90 7.98 8.01
Enterprise Intellectual Capital 7.75 8.10 7.86
Collaboration 7.82 7.86 8.03
Organizational Learning 7.84 8.14 8.02
Managing Customer Knowledge 7.73 7.71 7.66
Transforming Knowledge into Wealth 7.87 8.57 7.89
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Global KM Trends
• Asian, especially Japan, European and North American organizations are facing leadership challenges in developing knowledge workers
• Organizations in all parts of the world now view innovation capability as an essential core business competency
• Many Asian and North American organizations are failing to match the intellectual capital capabilities found in their European counterparts
• Effectively managing customer knowledge is becoming an urgent priority for a growing number of global organizations
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Global KM Trends (continued)
• Companies in countries such as Brazil and China are switching their focus from traditional quality and cost marketing approaches to more intensive knowledge-driven business strategies
• By the year 2012, there will be 3-5 global leaders in each of the major business sectors
• Wikipedia represents a new type of Global MAKE Winner, where individuals participating in global communities create, deliver and use knowledge products and services
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Global Knowledge Management Trends
Rory L. Chase
Managing Director, Teleos
E-mail: [email protected]
Website: http://www.knowledgebusiness.com