埃森哲咨询案资料AccentureKMModel

KnowledgeManagementStrategiestoImproveBusinessPerformanceChrisPaladinoMarch11,2002(703)[e-mail]2002Topics•KMApproaches•ImplementationFramework•SuccessFactors•QuestionsKMApproaches•KMDefinition•KMConsiderations•KnowledgeSpiral•AccentureKMModelKMDefinitionAcollaborativeandsystematicprocessforacquiring,creating,synthesizing,andsharinginformation,insights,andexperiencestoachieveorganizationalgoals.KMConsiderations•Howdoyoucreateacultureforsharing?•Whichpeopleneedtobeempoweredtocontributetherightknowledge?•Areprioritiesalignedwithmeasurements?•Aretherightprocessesinplaceto-capture,refine,andcreateknowledge-disseminate,share,andapplyknowledgetodeliverbusinessvalue?•Whattoolsarecurrentlyinplace?•Whattoolsareneededtoenabletheenvironment?•Howdoyoufillthegap?•WhichfactorsarecriticalformybusinessthatcanbeaddressedbyKnowledgeManagement?•Whichknowledgeaddsthemostvalue?•Whatarethehighestpriorityinitiatives?Althoughmanycompaniesrecognizetheimportanceofamoreeffectiveuseoftheirknowledge,moststrugglewithwheretostart.StrategyTechnologyPeopleProcess©Accenture,2002KnowledgeSpiralCollaborationExternalizationCombinationInternalization2134Nonaka,I.AndH.Takeuchi,TheKnowledge-CreatingCompany.NewYork:OxfordUniv.Press,1995.•Messaging•Peer-2-Peer•eTeamSpaces/eConferencing•DiscussionForums•ContentManagement•Knowledgebases•Workflow•Portals•eLearning•Searching•Personalization•Push/Profiles•KnowledgeMapping•DataMining•SynthesizedKnowledgeAccentureKMModelWorkModelsTransactionModelExpertModelIntegrationModelNetworkModel•Systematic,repeatablework•Highlyreliantonformalprocesses,methodologies,orstandards•Dependentontightintegrationacrossfunctionalboundaries•Routinework•Highlyreliantonformalproceduresandtraining•Dependentonindividualworkersandenforcementofstrictrules•Improvisationalwork•Highlyreliantondeepexpertiseacrossmultiplefunctions•Dependentonabilitytobuildhighcommitment,flexibleteams•Judgment-orientedwork•Highlyreliantonindividualexpertiseandexperience•Dependentonstarperformers-characterizedbystarculturesRoutineInterpretation/JudgmentComplexityofWorkLevelofInterdependenceCollaborationIndividualActorsKnowledgeworkers*Aonesizefitsallapproachtodevelopingaknowledgemanagementsystemwillnotwork©Accenture,2002Topics•KMApproach•ImplementationFramework•SuccessFactors•QuestionsImplementationFrameworkProcessesTools/ServicesKnowledgeEnvironmentArchitectureInfrastructureGlobalWANOfficePlatformDocumentManagementMessagingInternetDatabasePlatformContentRoles•Search•Profile•LinkManagement•KnowledgeMining•VisualControls•Portal•Abstractors•Routing/Workflow•Collaboration•Contribute•AccessControl•Creation•Feedback•CommunityManagement•Archive/Delete•ActivityMonitoring•Aging•CommunityMember•Expert•ContentManager•KnowledgeTechnologist•KnowledgeSponsor•KnowledgeIntegrator•Synthesize•Validate•ValuationLAN•Translators•Security•AlertsInformationInterfacesCommunication&Collaboration•KnowledgeMaps•Directories•Attachments•Internal/ExternalInfo•KnowledgeBasesChangeEnablementProgramManagementDevelopmentOperation/Administration•SynthesizedKnowledge•Discussions•Community/HomePagesBestPracticesCustomerManagementResearch&DevelopmentIndividual&OrganizationalLearningApplicationsTopics•KMApproach•ImplementationFramework•SuccessFactors•QuestionsSuccessFactorsExecutivesponsorshipwillbeessentialtoestablishingthisknowledgesharingenvironment.Theculturalchangesnecessarytoshifttoasharingenvironmentmustbeactivelysupportedandfosteredthroughouttheorganizationbyexecutiveteam.NavigationEnablementBusinessOwner-shipExecutiveLeadershipUser’sunderstandingandcommitmenttousetheknowledgeenvironment.Acriticalmassofuserswhoarewillingtoshare,contribute,andusewhatisavailablemustbeestablishedforthepotentialoftheenvironmenttoberealized.Technicalinfrastructuremustsupportsharingfrombothacostandarchitecturalstandpoint.Ongoingtrainingandsupportwillbenecessarytobothestablishthecriticalmassofusersandtoensurethecontinuedunderstandingandeffectiveuseoftheenvironmentasitevolves.Motivationandrewardsystemswillneedtobecreatedtoinspirepeopletocontributetoandusetheknowledgeenvironment.Integrationofsharingintonormalactivitiessoitdoesn’tappearasaburden,butratherasanenabler.DetailedPlanningthatincorporatesactivities,schedules,milestones,riskmanagement,andtheappropriatemonitoringandtrackingtoolstosupportsuccess.KnowledgeStrategythatidentifiesthevision,businessgoals,stakeholders,andactivitiestobeaccomplished.QuestionsChrisPaladinoMarch11,2002(703)[e-mail]2002