sharepoint and knowledge management: enemies or best friends?
DESCRIPTION
Knowledge societies are considered highest and most advanced of all. What about knowledge organizations? Come to this session to learn about knowledge management best practices from Microsoft Corp, but also see real life examples of SharePoint-based solutions which can be implemented in your organizations to foster knowledge sharing, discover new market opportunities and reduce cost. Marko PršićTRANSCRIPT
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SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013
ZAGREB, NOVEMBER 27-28 2013
SharePoint and Knowledge Management: enemies or best friends?MARKO PRŠIĆMICROSOFT CONSULTING SERVICES
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AGENDA
• Why knowledge management (KM)• Information vs. Knowledge• Knowledge in business context
• Aspects of KM• Organization• Process• Technology
• LKMS (Learning and Knowledge Management System)
• Conclusion
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Information vs. Knowledge• Information
• Organized, processed, communicated data
• Can be stored• A prerequisite for knowledge• Typical SharePoint implementations
• information management & collaboration
Information overload
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Information vs. Knowledge•Knowledge
• Expertize and skills gained through education as well as personal experience
• Mostly personal• Overload? Never enough• Implicit / tacit knowledge (know-how)
• cannot be formalized
• Explicit knowledge (know-what)• can be stored
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Information vs. Knowledge•Knowledge in business context
• Most important asset of modern companies
• A base for innovation and profitability
• Most valuable resource• acquiring knowledge is costly and
takes time• loss of knowledge costs even more
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Information vs. Knowledge•Knowledge in business context
• MAKE study (Most Admired Knowledge Enterprises): total Return to Shareholders (TRS) nearly three times the average Fortune 500 company
• Gartner: annual productivity improvement 7-30%
• Drake Beam Morin: 50% reduction in knowledge worker turnover
• Most successful companies invest 5-10% of revenue in KM
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Example: Selling MS products
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Example: Selling MS products•Know-what:
• Detailed information about each product (features, prices, compatibility…)
•Know-how: • Best use cases• Network of experts (know-who)
“In our world of innovation acceleration you are as good as your trusted network!”
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Knowledge management (KM)• Continuous process of capturing, developing, sharing, and effectively using a body of knowledge
• How• Organization• Process• Technology
KM
Technolog
y
Processes
Organizati
on
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Knowledge management (KM)Organization
• Organizational initiative/program• Program goals aligned with one or more strategic priorities
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Example: Microsoft Services organization
75% of Fortune 1,000 Companies served
191 countries
46 languages
20,000+ Microsoft Services employees worldwide
LARGEST Division within Microsoft
6,000+ Consultants & Architects
5,000+Support Professionals
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Example: Microsoft Services organization• KM as organizational program with following goals:
Reduced time to decision
Reduced delivery time
Predictable quality
& effort
Increased business performance
$
Effective knowledge retention
Reduced ramp time for new in role
Effective leverage of innovation
Just-in time readiness
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Knowledge management (KM)Organization
• Depends highly on internal culture
• Drive cultural changes
http://www.brandingbusiness.com/2011/09/culture-eats-strategy-for-breakfast/
ReputationRecognitionSocial connection
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Example: Microsoft Services organization• Changing culture to support KM:
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Knowledge management (KM)Process
Understand your learning model• On the job learning (70%)
• Collaborate - gaining knowledge through regular business activities
• Side assignments/projects (leading a community)• Evaluating knowledge assets of other people• Mentoring other people
• From others (20%)• Searching for existing knowledge or experts• Learning from a mentor• Participating in communities of practice• Networking, feedback, social
• Training (10%)• Trainings and conferences• Distance learning (AV conferences, recordings, e-Learning
seminars)
Lombardo and Eichinger model
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Example: Services Campus platform
Network of people & experts
Capturing knowledge
Improving IP Quality
Harvesting & Approving IP
CustomerDelivery
(Projects)
Approved guidance & IP
Knowledge from projects
Internal Processes drive and evolve Organizational IP into Organizational Knowledge and Personal Knowledge
Campus:platform for searching
expertize, forming virtual communities, evaluating
knowledge
Community-based & Team-based collaboration
MSEngage:platform for project collaboration and
knowledge codification
Engagement-based collaboration
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Example: Services Campus platformOn the job learning (70%): Project collaboration
• official project information repository• context-aware: customer, industry, technology, methodology• support for just-in-time knowledge: templates, LL, similar projects• knowledge nomination
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Example: Services Campus platformOn the job learning (70%): Knowledge sharing
• Knowledge sharing• Mata-data• Knowledge evaluation
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Example: Services Campus platformOn the job learning (70%): Knowledge evaluation (relevancy)
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Example: Services Campus platformOn the job learning (70%): Knowledge reuse measure
IP re-use measure using Microsoft Semantic SQL
This is the ultimate IP re-use measure - factual calculation of IP ROI!
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Example: Services Campus platformLearning from others (20%): Collaborative knowledge base (My IP)
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Example: Services Campus platformLearning from others (20%): Communities of practice
FY2009 FY2010 FY2011 FY2012 FY2013 FY2014* 6,000
12,000
18,000 9,23
5
10,099
10,865
11,764
13,805
15,661
Unique Members
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Example: Services Campus platformLearning from others (20%): Finding explicit or tacit knowledge
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Example: Services Campus platformLearning from others (20%): Finding explicit or tacit knowledge
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Example: Services Campus platformFormal training (10%): Learning management subsystem
Catalog of e-Learning courses, on premise events (conferences) and learning programs:
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Knowledge management (KM)Technology capabilities
Learning model Activities Technical capabilities
On the job learning
• Gaining knowledge through regular business activities
• Side assignments: community activities, side projects etc.
• Evaluating knowledge assets of other people
• Mentoring other people
• Basic workgroup collaboration, project portals
• Virtual communities
• Knowledge nomination and evaluation (workflow)
• Mentoring process support
Learning from others
• Searching for existing explicit or tacit knowledge
• Learning from a mentor• Participating in virtual
communities• Providing feedback, social
networking
• Knowledge base, expert pools
• Mentoring process support• Virtual communities• Collaborative knowledge base,
BSN
Formal training
• On-site conferences and trainings
• Distance learning (AV conferences, recordings, e-Learning seminars)
• Learning record• AV/conferencing system,
recordings repository, e-Learning support
• Develop capabilities to support learning process
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LKMS
• Example of SharePoint-based Learning and Knowledge Management System (LKMS)
• Realized as SharePoint 2013 solution (not an “App” – yet!)
• Aggregated best practice of Microsoft Corp.• Leveraging existing SharePoint functionality
(collaboration, search, WF...)• Build specific capabilities for knowledge
management and learning• Applicable to enterprise customers in “Adriatics”
region (not Microsoft!)
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LKMS
Assignments & Programs
Knowledge catalogVirtual
communities
Knowledge base(documents, templates,
presentations, articles, AV conferences…)
SMEs
HR
Employees
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LKMS
Learning and knowledge management - basic
Platform
Unified Communications
Document ManagementCollaboration RDBMSSearch
Web portal andnotifications
Reportingsubsystem
Knowledge base Education
assignments
People and groupmanagement
Knowledge catalog (search)
Learning and knowledge management - advanced
E-LearningExpertize,
virtual commun.
Knowledge verification
Classroomlearning management
Virtual classroom
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LKMS
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CONCLUSION
SharePoint plain functionality SharePoint for KM
• Information management• Project collaboration• Search
• Separate KM workspace• Support for managing explicit knowledge
• Knowledge nomination and evaluation• Metadata management• Knowledge maturity (relevance)• Knowledge improvement (feedback)• Knowledge catalog (search)
• Support for managing tacit knowledge• Communities of practice• Expert nomination and evaluation
• Support for just-in-time learning• Instant messaging, AV conferences, e-
Learning• Learning programs
• SharePoint and Knowledge Management
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thank you.
SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013
ZAGREB, NOVEMBER 27-28 2013