KNOWLEDGE MANAGEMENT AT ACCENTURE TEAM #3 Anocha Jivanuwong Larry Wandowich Michael Hobday Preetipal Paul Sheila Ray
WHAT YOU CAN EXPECT SIDE STEP STEP #1 The Organization STEP #2 The Organizational Problem STEP #3 The Information Aspect of the Problem STEP #4 Impact of IT on the Information Aspect of the Problem STEP #5 IT/IS Based Alternatives for Solving Problem STEP #6 The Pros/Cons to the Alternatives STEP #7 A Solution and Its Advantages STEP #8 Messages for the Modern Leader SIDE STEP
ACCENTURE STEP #1 • A global management consulting, technology services, and outsourcing company with 133,000 employees and net revenues of U.S.$15.5 billion for fiscal year 2005 • Prime example of an information-driven enterprise • Change had taken place in the early 2000s. New strategy - “High performance. Delivered”
ACCENTURE STEP #1 • Years of experience have been captured in thousands of documents covering market research, financial analyses, engagement histories, and position papers • Long History of focusing on knowledge management
ORGANIZATIONAL PROBLEM STEP #2 Accenture has been going through a phase of fiscal tightening (especially around operating costs and numbers of staff) while still trying to deliver high performance. Senior Management is of the mindset that there must be clearly demonstrated value for future investments (i.e. appropriate Return on Investments) and want to focus on the short term application of market oriented research.
A set of methods and tools than can be used to discover, create, integrate, store, represent, and distribute knowledge for achieving a particular objective KNOWLEDGE MANAGEMENT
Knowledge creation and capture KNOWLEDGE MANAGEMENT FRAMEWORK CUSTOMER CAPITAL Knowledge absorption and reuse Knowledge organization and categorization HUMAN CAPITAL Knowledge distribution and access STRUCTURAL CAPITAL
INFORMATION PROBLEM STEP #3 Accenture has had a long history of focusing on knowledge management. However, there has been a breakdown to the true purpose of KM which is to bring the right knowledge to the right person at the right time in the right context.
Technology problem STEP #4 Lotus Notes • Decentralized • Dated Platform • Managing data responsibilities • Many independent unit based knowledge sharing tools that are seen as • inefficient, inconsistent and • costly to manage and maintain
Alternatives for accenture STEP #6 STEP #5 CONTINUE TO USE AND IMPROVE UPON LOTUS NOTES MIGRATE TO SHAREPOINT
CONTINUE TO USE AND IMPROVE UPON LOTUS NOTES PROS • Lotus notes can manage Private email, File sharing, Bulletin Boards • Lots of data already created and stored in the databases • Clean up the current system • Minor investment needed • Minimal training required • No change management needed • Dedicated individuals in respective groups
CONTINUE TO USE AND IMPROVE UPON LOTUS NOTES CONS • Will work under the limitations of the current system: No clear governance structure, duplication of data, difficult to search • Tacit and Explicit knowledge not being properly shared: Efficiency and Innovation are coming down • Pressure to cut down costs will continue in the form of lay offs, outsourcing • Generation of content with more audio/video might cripple the system in the near future bringing the system performance down • Not a futuristic approach
MIGRATE TO MICROSOFT SHARE POINT PROS • It will replace Lotus notes that is not proving to be very efficient for the company • Supports company’s strategic shift to Microsoft Technologies and away from Lotus notes • Company is already moving towards web based portals • Will improve efficiency in the long term after development, deployment and management of KM channels and processes
MIGRATE TO MICROSOFT SHARE POINT PROS • New system to be focussed on end user to ensure design of user interface, allow users to efficiently navigate to right content, resources and services • Share Point can be extended to support critical requirements: document repository, expertise directory, topic areas and search functionality
MIGRATE TO MICROSOFT SHARE POINT CONS • It will require additional cost • Risk of losing some information during shift to the new system • Training needed • Change management needed • Not every thing can be moved and may lose some information • Once started completion of the change over to Microsoft technologies is very critical otherwise it can result in a more chaotic environment
SPECIFIC BUSINESS GOALS • Simplify end user’s experience • Improve search and browse features • Centralize development and operations of the Accenture Knowledge Management • Simplify content management • Cost effective
SOLUTION STEP #7 ALTERNATIVE 2: NEW SYSTEM Migrate the Accenture Knowledge Exchange to a corporate portal based on SharePoint
Faster, Easier Knowledge Retrieval Improved visibility to innovation across groups Increase Employee Satisfaction Improved Productivity Cost Savings ADVANTAGES STEP #7
IT ASPECT Microsoft SharePoint • Collaboration • Portals • Enterprise Search • Enterprise Content Management • Business Process and Forms • Business Intelligence
MESSAGES FOR MODERN LEADER STEP #8 • Consider how you are going to manage knowledge in your organization and the benefits of capturing explicit and tacit knowledge, before it’s too late. • Knowledge Management can allow leaders to track success measures and develop clear competencies. Learning should be a core principal of your organization. • Foster a team-building culture where groups/functional areas/project teams can communicate across organizational boundaries. • Demonstrate value to the organization as a whole, when making your case for strategy/funding.
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