咨询公司知识管理(1)

‘KnowledgeManagement’andtheConsultingIndustryTheConsultantOnceuponatimetherewasashepherdtendinghissheepattheedgeofacountryroad.AbrandnewMustangscreechestoahaltnexttohim.Thedriver,ayoungmandressedinanArmanisuit,Cerruttishoes,Oakleyglasses,TAGwristwatchandaBhstiegetsoutandaskstheshepherd,‘IfIguesshowmanysheepyouhave,willyougivemeoneofthem?’Theshepherdlooksattheyoungman,thenlooksatthesprawlingfieldofsheepandsays,‘Okay.’Theyoungmanparksthecar,connectshisnotebookandwirelessmodem,entersaNASAsite,scansthegroundusinghisGPS,opensadatabaseand60Exceltablesfilledwithalgorithms,thenprintsa150pagereportonhishightechminiprinter.Hethenturnstotheshepherdandsays,‘Youhaveexactly1,586sheephere.’Theshepherdanswers:‘That’scorrect,youcanhaveyoursheep.’Theyoungmantakesoneoftheanimalsandputsitinthebackofhisvehicle.Theshepherdlooksathimandasks:‘Now,ifIguessyourprofession,willyoupaymebackinkind?’Theyoungmananswers:‘Sure.’Theshepherdsays,‘Youareaconsultant.’‘Exactly!Howdidyouknow?’askstheyoungman.‘Verysimple,’answerstheshepherd.‘First,youcameherewithoutbeingcalled.Second,youchargedmeafeetotellmesomethingIalreadyknew.Third,youdonotunderstandanythingaboutmybusiness...andI’dreallyliketohavemydogback.’Whatis‘consulting’?•TheCollinsEnglishDictionaryrevealsthattoconsultistomakeoneselfavailabletogiveprofessionaladvice,especiallyatscheduledtimesandforafee.Theterm‘consult’originatesinthemedicalprofession.Thereaconsultantisaphysicianwhoisaskedtoconfirmadiagnosis;oritisaphysician(orsurgeon)whoholdsthehighestappointmentinaparticularbranchofmedicineorsurgeryinahospital.Theconsultantisthereforesomeone–mostlyaspecialist–whoisaskedtogiveexpertadviceorinformation.Themanagementconsultant•Themanagementconsultantisaspecialbreedofconsultant.•Personificationoftheknowledgeeconomy;•Anti-thesistoFord’sassembly-lineworker.•Symbolisesthe‘future’ofwork:notdirty,notheavy-duty,notmanual,notmonotonous,notde-skilled,notde-humanized,notbadlypaid;butflexible,creative,international,demanding,cross-cultural,well-paid,technologicallyadvanced,fun.•Theidoloftoday’sworkingworld;itisoneofthemain‘drivers’ofthebusinessofbusinesseducation•Accenture,PricewaterhouseCoopers(PwC),CapGeminiErnst&Young,McKinsey&Co.,Bain&Co.,TheBostonConsultingGroupandMercer(tonamebutafew)arethearchetypalcompaniesoftoday’sglobal‘informational’capital,whichattractthe‘highestcalibre’graduates.InterCon•Germansubsidiaryofaglobalmanagementandtechnologyconsultingcompany•TheIKMproject•Virtualprojectteam•ITStrategy•CAsOperationalProcesses•CAsInformationManagement•CAsPeople•CAsGMTs(Industries)Telecom&MediaConsumerGoodsChemicalsLifeSciencesFinancialServicesEnergyTransport/TourismAutomotive/EngineeringUtilitiesetc.USAFranceUKGermanyDisciplinesPoAsOrganisationalStructureofInterConProjectKnowledgeCaptureAtProjectStartBeforeProjectEndAccesstoKnowledgeFeedbackandRewardsupdatesKBaseupdatesKBasefinalizeknowledgecapturereport,copytoPKC,PM,GMT/Disc,CoE,CA,PoAKCatprojectend,handsoverprojectarchivetolocalInfoCentrereviewKCapturereportandtogetherwithstreamleads,identify‘BestinClass’GMTdocumentsKeyRolesGMTKCGMTKnowledgeChampionPMProjectManagerPKCProjectKnowledgeChampionGMTKSGMTKnowledgeSpecialistCoE,CA,PoA,DisciplineKnowledgeSpecialistCoE,CA,PoA,DisciplineKnowledgeChampionALLStrategicDirectionKBaseMaintenanceCoE,CA,Disc.,GMTExpertTeamandKSDefineandcommunicatethestrategicknowledgemanagementobjectivesandsetexpectationsatalllevelse.g.atyearlyKMconferenceinSeptember,CapabilitiesCouncilsandotherleadershipmeetingsQuarterlymeetingwithGMT/Disc.tofilternonrelevantdocumentsout,identifygapsanddiscussexpectationstofillthegaps.UpdateCD-ROMcopiesofToolBoxesandKBases.Projectsaccessknowledgevia:•theCOMPASS(intranetwhichprovidesworld-wideaccesstotheKBases),•CoE,CA,Discipline,GMTExpertTeamsandKCs(whosemainroleistohelpdevelop,captureanddisseminateknowledge),and•KnowledgeSpecialists(whoactasaglobalpointofcontactandanswerspecific,complexrequestsforinformationonacasebycasebasis,throughoutprojectduration).MakeKnowledgeManagementpartofthefeedbackandrewardloop:•360oexpectationandfeedbackexchangeforknowledgecapture•Rewardmostinnovativeand‘bestinclass’contributions.Internalknowledgemanagementinvolvesanumberofactorsatallstagesoftheprojectlifecyclereviewdocumentsandallocatetotherelevant(GMT,CoE,CA,Disc.)KBasesupdatesP&PDatabaseContactsPMtoidentifyPKCandKSidentifiesPKCandaccountableKSsends“KCPack”andGMTKBaseCD-ROMcompletesP&PformandforwardstoKSfillsinKCapturereportandsendstoKSdefineandcommunicateknowledgecaptureapproachandsetconcretecaptureexpectationswithteamabstractandsanitizebestdocumentsandsendtoKSInvolvementofallprojectteammembersiscriticaltoachievingourobjectivesGMT,CoE,CAandDisciplinesKCandexpertsplayakeyroleinassessinginnovationsandbestinclasscontributions.InthecasethatthePMidentifiesaKSotherthantheGMTKS,pleaserefertoPanel16toseehowtheKCaptureprocesschanges.Ajointconferencecallforsmallprojectsandanon-siteexpectationsessionforlargeprojectsissuggestedAjointconferencecallforsmallprojectsandanon-siteknowledgecapturesessionforlargeprojectsissuggested