惠普公司商务模板之新世界新时期的知识管理knowledge-

©2007Hewlett-PackardDevelopmentCompany,L.P.TheinformationcontainedhereinissubjecttochangewithoutnoticeKnowledgeManagementintheRealWorldLecturegivenatLawrenceTechnologicalUniversityStanGarfieldOctober20,2007220Oct2007WhatisKnowledgeManagement?•KnowledgeManagementistheartoftransforminginformationandintellectualassetsintoenduringvalueforanorganization’sclientsanditspeople.•Thepurposeofknowledgemanagementisto:−Fosterthereuseofintellectualcapital−Enablebetterdecisionmaking−Createtheconditionsforinnovation•KMprovidespeople,processes,andtechnologytohelpknowledgeflow−totherightpeople−attherighttime−sotheycanactmoreefficientlyandeffectively320Oct2007Inventwhenneeded…Whymanageknowledge?1.PreventredundanteffortButdon’treinventthewheel!420Oct2007Whymanageknowledge?2.Avoidrepeatingpastmistakes520Oct2007Whymanageknowledge?3.Takeadvantageofwhatothersalreadyknow620Oct2007HowtoDoKnowledgeManagement1.Sharewhatyouhavelearned,created,andproved2.Innovatetobemorecreative,inventive,andimaginative3.Reusewhatothershavealreadylearned,created,andproved4.Collaboratewithotherstotakeadvantageofwhattheyknow5.Learnbydoing,fromothers,andfromexistinginformation720Oct2007Share•Askquestionsandrequesthelp–otherswillbenefitfromtheanswers•Answerquestionsandprovidehelp–beingthewhiteknightisgratifying•Offertips,insights,andusefullinks–payitforward,buildyourreputation820Oct2007Share:HPusershelpeachotherout•Question:Apr10,2007−IhavebeengettingaproblemwhensearchingusingGoogle.−WhenIgettheresultsandclickononeofthemitredirectsmetoanothersiteandnottotheselectedsite.•Answer:Apr11,2007−Youhavespyware.Usespywareremovalsoftware.−Updatetothelatestsignaturesbeforestartingscan.−Yourproblemwillbesolved.920Oct2007Innovate:HPSocialNetwork1020Oct2007Reuse:HPProposalWebandPresentationBuilder•Thisslideandmanyothersarereusedfromexistingpresentations.•Thinkofhowmuchworkitwouldtaketocreatethemfromscratch.1120Oct2007Collaborate:KMTeamMarcusFunke•Process•ProjectManagementWin/LossLessonsOpportunityCreationOpportunityEvaluationDevelopment&BidNegotiate&CloseDeliveryProjectProfileProjectProfile(new)UpdateReuseReuseReuseCaptureWin/lossLessonsLearnedClose-outLessonsLearnedReuseSubmitBidCollateralProjectProfile(updated)SubmitClose-outLessonsDeliveryCollateralWin/LossLessonsBidCollateralProjectProfile(updated)SubmitUpdateReuseReuseBestPracticeSharingCaptureReuseAndrewGent•Technology•ArchitectureStanGarfield•People•CommunicationsBernardHennecker•Communities•UserInterface1220Oct2007LearnReadWatchAttendListen1320Oct2007KnowledgeManagementMission•ThemissionoftheHPServicesKnowledgeManagementprogramistoinstitutionalizeknowledgecreation,sharing,andreuseto:−Increaseourwinrate−Drivedownsalesanddeliverycosts−Increaseengagementquality1420Oct2007GoalsofKnowledgeManagementIncreaseorders,revenue,andprofitsby:•Reusingmaterialsandexpertise•Avoidingredundanteffort•Avoidingmakingthesamemistakestwice•Takingadvantageofexistingexpertiseandexperience•Makingiteasytofindinformationandresources•Communicatingimportantinformationwidelyandquickly•Promotingstandard,repeatableserviceofferings•Providingmethods,tools,templates,examples,&datatostreamlinesellinganddelivering•Makingscarceexpertisewidelyavailable•Showingourcustomershowweuseourknowledgefortheirbenefit•Acceleratingdeliverytoourcustomers•Stimulatinginnovationandgrowth•EnablingHPServicestoleverageitssize•Makingourbestproblem-solvingexperiencesreusable1520Oct2007KnowledgeManagementUnifiedViewPEOPLEPROCESSTECHNOLOGYPracticeKM-WWLead:1per-RegionLead:1perRegionKM-KMLead:1per-K-Advisor:1perWWKMTeam-People-Technology-ProcessMETRICSEMEAAPJAmericasPracticesInventCaptureReuse•KnowledgeCapture&Reuse•CommunitiesofPractice•BestPracticeReplication•ProjectTeamCollaboration•ContentManagement&Governance•KnowledgeCapture&Reuse•CommunitiesofPractice•BestPracticeReplication•ProjectTeamCollaboration•ContentManagement&Governance•ContentManagement&Governance•AuthoringExcellenceProgram•IPcreation•InventionDisclosure•Patents•WindowsSharePointServices(WSS)•SharePointPortalServer(SPS)•UBB.threads(threadeddiscussions)•HPVirtualRooms(webinars)•@hpportal(intranet)•Roller(HPblogs)•MediaWiki(HPedia)•SpecializedapplicationsCountryKM-KMLead:0-1per-K-Advisor:0-1perWW•Participation:ThenumberofemployeeswhoparticipateinForums(subscriptions,postings,websitevisits),dividedbythetotalnumberofemployees•Capture:ThenumberofnewprojectprofilesintheProjectProfileRepository,dividedbythenumberofnewprojects•Reuse:Theaverageamountofreusereportedinnewprojectprofiles,averagingBid&Delivery1620Oct2007KnowledgeManagementComponentsPeoplecultureandvaluesknowledgemanagersusersurveyssocialnetworkscommunitiestrainingdocumentationcommunicationsTechnologyuserinterfaceintranetteamspacesvirtualmeetingroomsportalsrepositoriesthreadeddiscussionsexpertiselocatorsmetadataandtagssearchenginesarchivingProcessmethodologiescreationcapturereuselessonslearnedprovenpracticescollaborationcontentmanagementclassificationmetricsandreportingmanagementofchangeworkflowvaluationsocialnetworkanalysisappreciativeinquirystorytellingblog