Initiating & Running a Successful Worldwide KM Program: Examples from HP

1. Initiating & Running a Successful Worldwide KM Program:Examples from HP Stan Garfield HP Services Consulting & Integration October 31, 2006

2. Example: KM Virtual Team • Membership: keep it small • Purpose: • Make the plans and decisions • Manage the projects • Do the work • Events • Biweekly con calls • Periodic face-to-face meetings • Tools • Team Space (for meetings and document sharing)

3. Example:KM Program Staff and Virtual Team Worldwide Knowledge Management Leader Program Staff People Process Technology Industry Practice Technology Practice Leading Countries Information Technology Asia Pacific Japan Region Americas Region EMEA Region

4. Example: KM Leaders Community • Membership: open to all • Purpose: Two-way communications • Inform • Solicit inputs • Events • Biweekly con calls • Annual face-to-face meeting (for key members) • Tools • Distribution list (for broadcast messages) • Threaded Discussion Forum • Team Space (for meetings and document sharing) • Community Portal (for organizing and sharing knowledge)

5. Example: Plan of Record

6. Examples • People components • Process components • Technology components

7. People Components • culture and values • knowledge managers • user surveys and employee satisfaction surveys • social networks • communities • training • documentation • communications • user assistance and knowledge help desk • goals and measurements • incentives and rewards

8. Culture and Values We are passionate about customers.We put the customer first in everything we do. We have trust and respect for individuals.We approach our work with the belief that people want to do a good job—and will do so, when given the right tools and support. We perform at a high level of achievement and contribution. We are relentless in implementing better ways of getting results. We act with speed and agility. We achieve results at a rate faster than our competitors. We deliver meaningful innovation. We are the technology company that invents the useful and the significant. We achieve our results through teamwork. Effective collaboration is key to our success. We conduct our business with uncompromising integrity.We are open, honest and direct in our dealings. The way we get things done

9. Knowledge Managers Attributes • Leader: gets other people to follow • Manager: responsible for business results • Project Manager: delivers on time and within budget • Communicator: writes, speaks, and publishes well • Analyst: reviews information and makes decisions • Expert: in people, process, and technology components • Respected: has earned an excellent reputation • Connector: links people to each other • Maven: helps people through sharing knowledge • Salesman: uses knowledge to engage and persuade

10. User Survey Results

11. Employee Satisfaction Survey • How satisfied are you with your manager's support for you spending time on knowledge capture and reuse? • How satisfied are you with your ability to access knowledge resources when you are at a customer site? • How satisfied are you with the ability of knowledge reuse activities to save time and/or effort in bids and engagements you work on? • How satisfied are you with your ability to find the information and knowledge you need to create a new bid or proposal? • How satisfied are you with your ability to find the information and knowledge you need for the delivery stage of an engagement? • How satisfied are you with the system up-time of the online knowledge resources you use most often? • How satisfied are you with the experience of using the Project Profile Repository to identify projects similar to yours? • How satisfied are you with the services provided by the Knowledge Advisors?

12. Social Networks • Where People Engage • Join and commit to people • Trust accrues in networks of relations • Where Work Happens • Lack of boundaries • Informal networks increasingly important • Where Knowledge Lives • Rely on people for information • People can provide more than databases • BUT… • Invisible • At odds with formal structure Source: Andrew Parker, Stanford University

13. Professions @hp Portal Knowledge Network Solution Communities Specialty Forums Communities • Professions • Learning & Development driven • Develop members to fit into a particular role, be proficient in this role, and be able to deliver services from within that role • Motivation: master the profession • Solution Communities • Focused on the particular topic • Various roles can participate • Passion is focused on developing, selling, and delivering a specific solution set and becoming very knowledgeable about the topic • Motivation: sell and deliver expertly • Specialty Forums • Loosely connected groups of people who want to learn about a particular topic • No commitment in terms of delivering something together • Motivation: ask and learn • Professions are communities of practice with the richest set of activities, governance, and structure • Solution Communities are for portfolio solutions that do not currently map to any of the Professions – they can evolve to become Professions • Specialty Forums are for niche topics that don’t require formal communities but need threaded discussions for collaboration – they can evolve to become communities

14. Training and Documentation

15. Communications

16. Knowledge Help Desk

17. Goals • Capture: Capture content and experience from bids and projects • Reuse: Reuse content and experience in bids and projects • Participation: Actively participate in at least one community of practice

18. Incentives and Rewards

19. Process Components • methodologies • creation • capture • reuse • lessons learned • proven practices • collaboration • content management • classification • metrics and reporting • management of change • workflow • valuation • social network analysis • appreciative inquiry • storytelling

20. Methodologies

21. Creation

22. Capture, Reuse, and Lessons Learned

23. Proven Practices

24. Collaboration

25. Content Management

26. Classification

27. Metrics and Reporting

28. Management of Change

29. Workflow Selling Stage Understand Customer Identify Opportunity Qualify Opportunity Develop & Propose Negotiate & Close Implement & Ensure Expand & Extend Opportunity Identify Opportunity Develop & Negotiate & Close Implement & Ensure & Extend Expand Roadmap Stage OpportunityCreation OpportunityEvaluation Development & Bid Negotiate & Close Delivery Scope ChangeApproval OpportunityAssessmentApproval Ts & CsApproval Bid Approval SOAR Events OpportunityProfile, Lead Manager & Bid Sponsor SOW/SLA Delivery, Scope Change, Risk Management, Up sell & Renewal Opportunity Plan & InitialBid Plan KeyDeliverables Solution &Bid Contract & Order Start-up, Delivery Status, Detailed Delivery & Closeout Bid Assurance Opportunity Qualification Win/Loss Program Reviews SOW, Project Plan Close-Out Report Lessons Learned Win/Loss Review Snapshot, Lessons Learned Close-Out Report Proposal Win/Loss Review Project KM Content SOW, Project Plan Project Profile

30. Valuation

31. Social Network Analysis Source: Andrew Parker, Stanford University

32. Appreciative Inquiry

33. Storytelling Project Manager - Erika • Posts to Project Management Forum Solution Architect - Henry • Posts to Solution Architect Forum Technical Consultant - Birgit • Posts to IT Consolidation Forum Practice Principal - Tamsin • Interviewed for HPS Podcast

34. Technology Components • user interface • intranet • team spaces • virtual meeting rooms • portals • repositories • bulletin boards and threaded discussions • expertise locators and ask the expert • metadata and tags • search engines • archiving • blogs • wikis • podcasts • syndication and aggregation • social software • external access • workflow applications • process automation applications • e-learning • subscription management • incentive points tracking • reporting automation

35. User Interface

36. Intranet

37. Team Space

38. Virtual Meeting Room

39. Portal

40. Repository

41. Threaded Discussions

42. Expertise Locator

43. Metadata

44. Search Engine

45. Archiving

46. Blog

47. Wiki

48. Podcast

49. Aggregation

50. Social Software