"Consulting Firm Executive Summary Templates"
| workshop #11 | Knowledge Portals: Converting Information Overload into Knowledge-on-demand A case study of the design and development of a knowledge portal at Cisco Systems John Schneble New Business Manager Nettie Longietti VisionCor Knowledge Project Manager | agenda | • Who is VisionCor and what we do • Defining knowledge management (KM) • Enabling vs. Facilitating KM • “Blending” KM with information and learning delivery • Development and implementation (Cisco VisionCor Systems case study) • Architecting a knowledge portal | who we are | We are a consulting firm dedicated to helping companies provide their employees with the information, education and knowledge they need to work smarter, faster. VisionCor | who we are | • Founded in 1990 • Based in Charlotte, North Carolina • Clients include Bank of America, BroadVision, Cisco Systems, First Union National Bank • Recognized as innovators in knowledge VisionCor management and information (knowledge) architecture | what we do | Content Development • Policy, procedure, system and user documen Development of user-centric• Web content development and usability analy information resources • Information architecture E-Learning • Computer/Web-based training Enabling anywhere, anytime• Live e-learning (net conferencing) learning • Learning portal design and development Knowledge Management • Knowledge needs analysis Capturing and sharing knowledge • KM Process analysis and implem and expertise • Web-based KM design and development Knowledge Portals • Integrated Knowledge ArchitectureTM Web-based information, education, • Object-oriented approach and knowledge resource • Knowledge cultivation processes | knowledge portal imperative | Companies are realizing: • Competitive advantages are becoming difficult to sustain. • Success depends on the performance of people–for companies to work smarter, faster, employees must work smarter, faster. VisionCor • Shortcomings in traditional training and reference materials. | the value of blending KM, information and | learning Productivity improvement Employees have a single, on-demand resource for their information, education and knowledge needs. Maximized learning effectiveness Training is supported by relevant “real world” knowledge, in the form of expert advice, lessons learned, best practices, case studies and etc. VisionCor Shortened time-to-proficiency New hires have a clear path to training, corporate resources, and invaluable expertise. | defining knowledge management | Microsoft Corporation “The primary goal of KM is to deliver the intellectual capacity of a firm to the individual knowledge workers who make the day-to-day decisions VisionCor that in aggregate, determine the success or failure of a business.” | defining knowledge management | Dow Chemical “Providing the right information to the right decision-maker at the right time, thus creating the right conditions for new knowledge to be created.” VisionCor | defining knowledge management | American Productivity & Quality Center “…a business strategy, best practice transfer, personal learning, customer intelligence, intellectual asset management…” VisionCor | defining knowledge management | Gartner Group “Users must look for thought leadership in choosing KM consultants. Such thinking includes clear understanding of the linkage of KM with collaboration and innovation. VisionCor Further, thought leading consultancies recognize that KM solutions are never out- of-the-box." | defining knowledge management | VisionCor “A systematic approach to capturing knowledge and sharing it with others in the context of their work, in order to foster innovation and drive VisionCor improvements in processes and productivity.” | Enabling vs. facilitating knowledge | management Enabling vs. Facilitating VisionCor | enabling knowledge management | KM enablers: mechanisms for locating/sharing “knowledge” Examples: • “Experts” database or knowledge network • Searchable knowledge repository VisionCor • Enterprise content/document management (ECM/EDM) • Intelligent search (ie. Artificial intelligence) • Discussion forums or groups | enabling knowledge management | Shortcomings of KM enablers: • Time and effort required to contribute knowledge • Time and effort required to locate knowledge (search) • No assurance of knowledge accuracy and validity VisionCor • Lack of nuance and contextual detail (genericized knowledge) • Disconnect between knowledge and its | facilitating knowledge management | KM facilitation: Ensures the ongoing process of knowledge sharing Examples: • Implementing proactive “knowledge mining” practices • Capturing role-specific knowledge, rich in detail, through expert interviews VisionCor • Establishing meaningful relationships between content • Delivering knowledge in the context in which its used | facilitating knowledge management | Value to the knowledge contributor: • Eliminates time spent answering repetitive questions • Minimizes time and effort in communicating and composing thoughts and ideas • Removes the burden of evaluating the usefulness of content VisionCor • Formally recognizes expertise | facilitating knowledge management | Value to the knowledge consumer: • Minimizes the time and effort searching for knowledge • Eliminates the need to evaluate knowledge for accuracy • Ensures applicability and relevance of knowledge VisionCor • Speeds up comprehension | facilitating KM: in summary | Facilitating knowledge management: • Maximizes the value in captured knowledge • Minimizes the burden on the end-user The result: • Faster implementation and adoption of KM initiatives VisionCor • Ensures that KM initiatives are sustained | knowledge management life-cycle | To effectively facilitate KM, you must view KM as a life-cycle. This requires a thorough understanding of the knowledge needs within a role and an ongoing dedication to filling those needs. | Integrated Knowledge ArchitectureTM | (IKA) The IKA is an object-oriented methodology for organizing content (information, education, and knowledge) based on how the content is used. The IKA provides a guide for organizing content into small pieces, (knowledge objects) and building meaningful relationships between them. Resource Organizers Process guidance Performance improvement Examples Demonstrations Expert advice Business data Business tools | Integrated Knowledge ArchitectureTM | (IKA) • Promotes reuse of content • Facilitates multiple views tailored to individual needs Resource Organizers • Streamlines navigation for maximized user experience Process guidance Performance improvement • Supports dynamic content Examples Demonstrations Expert advice updates Business data Business tools • Provides reusable framework for deploying KM connections across business units • Technology neutral | case study | The Development and Implementation of a Knowledge Portal within Cisco’s Customer Advocacy Organization Nettie Longietti Knowledge Project Manager VisionCor | the client | Service and Support Managers (SSMs) • Are a very strategic group with Cisco’s Customer Advocacy. • Are the single service and support contact for strategic accounts. • Each SSM supports one key customer. • Are responsible for providing comprehensive, effective VisionCor and customized support services. • Are expected to understand and even anticipate customer needs. • Were planning on rapidly growing their organization | before KM | Existing resources prior to web-based KM • Other SSMs – Email – Discussion Forums – Phone • Personal contacts • Cisco Intranet VisionCor • Management Team | resulting costs | • Reinventing the wheel (productivity) • Improvising the wheel (consistency) • Hoarding the wheel (competitiveness) VisionCor | business objectives | Orient New Hires • Minimize time-to-proficiency • Develop a brand image for the role Improve Performance • Increase productivity VisionCor • Move through the 4 stages of professional development faster • Increase service consistency and quality | business objectives | Facilitate Innovation • Foster continuous process improvement • Open all channels of communication • Capture ideas from those working directly with valued customers VisionCor | project team | Executive Sponsor KM Business Lead Santa Clara, CA New York, NY Cisco IT Raleigh, NC Project Sponsor & VisionCor KM Development Team Charlotte, NC | timeline | Quick Hits Phase 1 Phase 2 Cultivation Project start 45 days 90 days 150 days ongoing VisionCor Weekly releases and updates | the knowledge object | A Knowledge Object is both a definition and a template. • A Knowledge Object definition identifies a set of elements that make a specific category of content meaningful, transferable and applicable. • A Knowledge Object template provides a consistent method of capturing, formatting, displaying, and VisionCor indexing content. | IKATM applied | Process guidance provides steps or guidelines for performing a specific function or achieving a goal. • Best Practices • Procedures VisionCor • Instructions • Checklists | IKATM applied | Performance Improvement resources increase individual competency and facilitate career development. • Competency building VisionCor • Planning tools • Mentoring tips • Professionalism tips | IKATM applied | Expert Advice resources represent first-hand expertise and experiences that others can apply to their work. • Case studies • Success stories VisionCor • War stories • Testimonials | IKATM applied | Example resources are the tangible end result of a work effort. • Deliverables • Reports VisionCor • Presentations | IKATM applied | Demonstration resources illustrate a process in motion. VisionCor | IKATM applied | Business Tools are functional resources that provide assistance with routine tasks. • Templates • Query tools VisionCor | IKATM applied | Business Data resources represent the information or facts needed to complete a task. VisionCor | chain of inquiry | How do I… ? Proactive Issue Management (Best Practice) What does it look like? How did you… ? VisionCor Failing Components Action Plan (Example) Crashing Local Directors (Case Study) | knowledge cultivation | That RMA trade-in was difficult. I bet the rest of the team could use what I just learned. Content Contribution (Case Study) This is great VisionCor stuff. Resolving Trade-In Knowledge Manager – RMA Issues (Case review and approval Study) | business objectives achieved | The SSM knowledge portal: • Establishes a single source for the information and knowledge resources. • Provides just-in-time information, aligned with SSM business processes. • Integrates the know-how needed to maximize VisionCor performance. • Clarifies performance goals. • Supports performance evaluation process with standardized tools and templates. | business objectives achieved | The SSM knowledge portal: • Captures and distributes expert knowledge and best practices. • Captures feedback for process and performance improvement. VisionCor | cross-organizational deployment | Leveraging the architecture and object definitions/templates enabled a 50% savings in development time on subsequent portals. VisionCor | keys to the web-based KM game | • Get senior management support • Know your audience and the culture • Begin with maintenance in mind • Start small and deploy rapidly • Test usability early and often • Be prepared to define processes VisionCor • Less is more • Focus on business results | end case study | Case study questions? VisionCor | the steps | 1. Define the purpose 2. Define the content 3. Define the structure 4. Validate the design 5. Develop the site 6. Enhance and maintain the site VisionCor | the steps | 1. Define the purpose 2. Define the content 3. Define the structure 4. Validate the design 5. Develop the site 6. Enhance and maintain the site VisionCor | before you begin | • Get educated • Learn the industry • Know the competition • Know the mission VisionCor | right from the start | • Identify the drivers, movers, shakers • Identify the revenue streams • Identify the factors of profitability • Know the core values VisionCor “The organization and its culture” | purpose – goals and objectives | • Success factors • Goals • Objectives VisionCor “Focus on Business Results” | goal vs. objective | Goal - To be the primary information resource for the organization Objectives: • to decrease call-handle time 25% • to increase accuracy 10 % VisionCor | purpose - audience | Define the audience(s) • Role • Primary tasks • Conduct interviews • Identify the gaps where KM can make a difference. VisionCor “know the audience” | purpose – technical environment | • Each organization has a unique technical environment. • What parameters do you have to work within? • What user issues are you trying to solve? VisionCor | define the content | Using the information derived from the gap analysis and expert interviews, create a content list. The list should define these elements for each piece of content: • How the content is used and by whom • Type (static, dynamic, functional, VisionCor transactional) • Related content | define the content | Gather, Filter and Prioritize • Meet with business and subject experts and ask them to identify other content that the organization used to complete work activities. • Add the new items to the content list. • When the list is complete, prioritize the content as a group. VisionCor | define the content | Create a plan to develop and evaluate the content. • Assign an owner to each content item. • Establish an evaluation plan. • Establish an initial content review cycle. VisionCor “Begin with maintenance in mind” | define the content | Analyze and Organize • Begin with priority one content. • Based on its purpose, map each content item to an IKA component. • Within the Process Guidance and Performance Improvement Components, identify the critical tasks and processes. VisionCor “Be prepared to define the processes.” | define the content | Analyze and Organize • Outline the steps and considerations for the tasks and processes. • Compile terms that should be defined. • Evaluate the tasks and processes with end- users and manages. VisionCor | define the content | About Support Components • Broaden the users perspective. • Information is most useful in the context in which its used. • Reduce the burden on the end-user. VisionCor | define the content | Common Mistake: Procedures are supported by other procedures. Why: Most KM systems do not include all knowledge components. Consequence: Instead of clarifying an issue, providing additional information using the same knowledge component can cause more frustration. VisionCor | define the content | Possible Support Components: • Process Guidance • Performance Improvement • Expert Advice • Example • Demonstration VisionCor • Business Tool • Business Data | define the content | Criteria to Choose Components • Process Guidance – What’s the best way to do it? • Performance Improvement – How can I learn more about this or do it better? • Expert Advice – How did YOU do it? • Example – What should it look like? VisionCor • Demonstration – Can you show me how to do it? • Business Tool – Can you make it faster? | define the content | Support Component Questions? VisionCor | define the content | • For each content item, record the potential support components in the content list. • Compare and contrast the content within each IKA component. • Create Knowledge Objects VisionCor | the knowledge object | A Knowledge Object is both a definition and a template • A Knowledge Object definition identifies a set of elements that make a specific category of content meaningful, transferable and applicable. • A Knowledge Object template provides a consistent method of capturing, formatting, displaying, and VisionCor indexing content. | Knowledge Objects | Knowledge Object Questions? VisionCor | define the content | The Content Inventory is critical for evaluating new content and creating site maintenance processes. The elements could include: • Elements recorded on the content list • Knowledge object type and workflow VisionCor • Index information (author, title, owner, date stamp, review cycle) | define the structure | Create the Organizational Scheme • Task • Alphabetical • Numerical • Chronological • Geographical VisionCor • Topical • Role | define the structure | Example of a Mixed Scheme • For your city • View calling plans • View pricing plans • Your account • Customer service VisionCor • About us • Family • Business | define the structure | Example of a Mixed Scheme • For your city - Geographical • View calling plans - Task • View pricing plans - Task • Your account - Topical • Customer service - Role • About us - Topical VisionCor • Family – Audience (Role) • Business – Audience (Role) | define the structure | Common mistake in creating Organizational Scheme’s: The site’s information structure mirror the the company’s structure. Consequence: The site is difficult to use. VisionCor | define the structure | Considerations: • How is the information used and what’s the fastest way to retrieve it? • Even the best architectures will and should have some overlap. • Balance breadth and depth – too shallow: user is faced with too many choices VisionCor – too deep: user must make too many steps to access information | define the structure | Organizational Scheme Questions VisionCor | define the structure | Purpose of the Home Page: • Reveals the site’s primary function, the intended audience and its value • Creates the brand image and creates the “priceless” first impression • Orients the user about how to navigate the site • Provides a gateway for log on and VisionCor personalization | define the structure | Labels must be: • Homogeneous • Concise and short; not ambiguous • Indicate the type of information on the preceding page • Meaningful to the user VisionCor | define the structure | Familiar labels: • home, home page, main, main page • search, find, browse, site map, contents, table of contents, results, keyword(s) • contact us, feedback • news, what’s new, press • about, about us, who we are, clients VisionCor • help, get started, references, FAQs • submit, send, cancel, go, stop • next previous, more, back, back to top | Navigational Scheme | Navigational scheme includes: • Links to information that should be accessible from every page • Navigation within a page • Access to functional components • Search VisionCor The Users’ abilities, language, and thought process MUST be considered first and foremost! | Navigational Scheme | • Test • Revise • Test • Revise Make it Right for the end-users! VisionCor | the steps | 1. Define the site’s purpose 2. Define the site’s content 3. Define the site’s structure 4. Validate the site’s design (Usability Test) 5. Develop the site 6. Enhance and maintain the site VisionCor | questions? | Questions? Thank you for time and attention. For additional information or copies of the presentation, contact: John Schneble New Business Manager email@example.com VisionCor 704-554-7007 www.visioncor.com