Analyzed and Presented by: Emily Sweeney

1. SHFL Entertainment’sShuffleMaster.comIncorporated: A Knowledge Management Program Case StudyGiven by Carol Hildebrand Analyzed and Presented by: Emily Sweeney

2. Business: “Gaming Supply:” • “Utility Products” • “Proprietary Table Games” • “Electronic Table Systems” • “Electronic Gaming Machines” • Type: • Publicly Traded (SEC filings) • “Approx. 805 employees “(10-K) • Website: shufflemaster.com Introduction • From company site.

3. Basement-built company (1982), but it is now international. • “future success and growth are truly a result of your own efforts and achievements” (incentive-based, but lacking necessary knowledge sharing tones, like those discussed earlier by classmates) • “Being on our team means sharing in our vision” • “bright, energetic, talented people” and “valuing diversity and celebrating strengths” (individual knowledge heavy) • “technology-averse sales force” and avoid being “…slowed or distracted by an unwanted technology implementation” (Hildebrand) Culture • From company site unless otherwise noted.

4. “Prior to 2005, the company had been relying on a fragmented sales and order processing infrastructure that was making it difficultfor company employees to find integrated and reliable business information.” • There was a “lag” so that employees weren’t getting current information • “Microsoft's customer relationship management system…didn't talk to the company's Great Plains enterprise resource planning system” • “When we were growing, little attention was paid to integrating our systems” (President and COO via Hildebrand) Impact • From Hildebrand.

5. Need: “quickly collect, analyze and respond to sales and other information—in one place” • Assets: • Salespeople– “saw revenues grow to $113 million in 2005, up by 33% from 2004” • “order processing and service team” and “administrative assistants” • “resources of a midsize company, including IT budget” • “a 16-person staff [for the IT director heading the improvement]” Identified Need and Assets • From Hildebrand.

6. Step 1: “initially experimented with SharePoint Services” • Step 2: “to pull together a proof-of-concept for an internal central repository of information” • Step 3: “retained Phoenix-based InterZnet to help build the portal” • End Result: “a portal [“Radar”]…that pulls data on demand…into an SQL report database that contains every customized report built by the IT group.” Designed andImplemented Intervention • From Hildebrand. *Named after the M*A*S*H character

7. Continued… Salespeople Portal Administrative Assistants IT Staff Planning System Customer Relationship Management Software (CRM) Sales and Fulfillment Staff • Created From Hildebrand’s Description.

8. Use of Quantitative “Baseline Goals”: • “Grow revenue and earnings by 30% annually.” • “Increase international revenue to 50% of total by 2009, up from 23% in 2005.” • “Increase number of daily portal users from 130 in April 2006 to 350 by year-end.” Use of Qualitative Study: • “the iterative approach” (so called by an InterZnet executive) – checking back with employees on the portal use Evaluated • From Hildebrand.

9. Successes: • “get user buy-in,” • “evangelism”/”educating users on what’s available.” • “the iterative approach”Improvements: • Follow through making Radar “more interactive” and figuring out “how to maintain content that is no longer solely created by the IT department.” • Look at the culture’s (i.e. the salespeople’s) technology problem and over-focus on the salespeople • Consider streamline technology fixes, not “layering software” • Companies are usually recommended to check with the employees before making the technology – do they even want it? Lessons Learned • From Hildebrand and others as noted in audio.

10. Beatrix. (12/18/2012). [Picture of Dealing a Card]. Retrieved from: http://www.playfreebingoonline.org/enjoy-online-casino-games-for-free/ • Cardshark Online. [Picture of Card Machine]. (3 November 2009). Casino Equipment: ShuffleMaster one2six Automatic Shuffler. Retrieved from: http://cardshark-online.blogspot.com/2009/11/casino-equipment-shufflemaster-one2six.html • Churchill, R. (4 June 2012). [Picture of Employees]. Review-Journal. Retrieved from: http://www.reviewjournal.com/business/casinos-gaming/shuffle-master-says-profits-surge-23-percent • Hildebrand, C. (2006-07-06). Shuffle Master Puts its Money on a Portal. Baseline. Retrieved from: http://www.baselinemag.com/c/a/Projects-Integration/Shuffle-Master-Puts-its-Money-on-a-Portal/ • Mezher, T., Abdul-Malak, M.A., Khaled, M., and El-Khatib, I. (2009). Building a Knowledge Management System in a Design Firm: The Case of XYZ Structural Department. Journal of Cases on Information Technology, 11(3). • [Picture of Cards]. Genting Casino. Retrieved from: http://www.gentingcasinos.co.uk/casino/westcliff/ • [Picture of Card Symbols]. Winner Strategies Poker. Retrieved from: http://strategies.minnim.org/poker-card-hand-rankings.html • [Picture of Casino]. Play Party Casino Games. Retrieved from: http://www.wackyowl.com • [Picture of Radar]. WhateverHappened to “Radar” O’Reilly?. Retrieved from: http://ludicdespair.blogspot.com/2012/05/whatever-happened-to-radar-oreilly.html • SHFL Entertainment. Retrieved from: http://www.shufflemaster.com/ • SHFL Entertainment Inc. 8-K. (3/4/13). Retrieved from: http://shufflemaster.q4cdn.com/863d1914-ef0b-4721-abfa-799cf78c8f3b.pdf?noexit=true • SHFL Entertainment Inc. 10-K. (10/31/12). Retrieved from: http://shufflemaster.q4cdn.com/3407f3a4-b9b5-49d2-9af0-211b3a5f6dff.pdf?noexit=true • Tynjala, J. [Picture of Cards]. Addressing color blindness in game design. Retrieved from: http://joshblog.net/2010/02/18/addressing-color-blindness-in-game-design/ Works Cited