Global Accounting Firms Ranking

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					     Click to edit Master title style

         Knowledge Management
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  – Second level
     • Third level
        – Fourth level
                Luke Mitchell
            » Fifth level
              Deloitte & Touche

              3rd December 2001

                                        2
This Click to edit
     Afternoon…...          Master title style
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• Introduction to Knowledge Management
• –Introduction to Deloittes
    Second level
     • Third level
•       – Fourth Management in Deloittes
    Knowledgelevel
            » Fifth level

•   Knowledge Management in Industry

•   The Future of Knowledge Management


                                                 3
So what is Knowledge?

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• “Knowledge is of two kinds: we know a subject
  ourselves, or we know where we can find
 •information about it.” Samuelstyles
    Click to edit Master text Johnson
     – Second level
• “Knowledge is, to an enterprise or an
        • Third level
            – Fourth possession of information or the
  individual, the level
                » Fifth locate it.” whatis.com
  ability to quicklylevel

• “Ability to deliver the right information, to the
  right people, at the right time.”   Deloitte & Touche



                                                          4
Managing Knowledge

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• Knowledge must be shared
   • One to one
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   • Within a team
     – Second level
   • Within an organisation
        • Third level
           – Fourth level
               » Fifth level
• Using Technology
  • CRM, Document/Content Management Systems,
    integrated databases etc.



                                                5
  ….. and Knowledge Management?

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Knowledge Management involves the collection, sharing
and application of collective experiences
     “Businesses accept, at least in theory, the
   • Click that it is a
A Knowledge Company: sintextwaste the time and
  premise to edit Master to styles
    talents of level
       moved from a belief that Yet most companies
• Has – Second employees. ‘knowledge is power’ to
 commit this sin by making it necessary for their
           • Third ‘knowledge sharing is power’
  an attitude thatlevel
 workforce to spend far too much time doing the
              – Fourth level
   low-value ask to of reinventing to provide
• Knows who to work solve a problem or the wheel by
                  » Fifth level
    replicating solutions to IntraNet
  information - fast and efficiently,problems that have
                   already been solved.”
• Avoids islands of expertise and internal „silos‟ of poor
             -How
  communication Digital Is Your Business?




                                                             6
     Click to edit Master title style

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  – Second Deloitte
           level            & Touche
     • Third level
        – Fourth level
            » Fifth level




                                        7
  The Consulting Practice

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  Deloitte is one of the world's top management consulting firms with over 28,000
  consultants in 140 countries. We are focused on assisting our clients around the world
  tackle their most difficult business and technology challenges to better serve their
  customers, gain competitive edge and build shareholder value. A recent Computerworld
  magazine poll ranked Deloitte Consulting as one of the world’s top consulting firms
      • Click to edit Master text styles
  when it comes to customer satisfaction because we’re "simply easier to work with". Our
  emphasis on results and client satisfaction has led us to be ranked as #1 in business
  style.   – Second level
                • Third level                               Over $5 billion in revenues
                       – Fourth level
700 offices in 140 countries » Fifth level




                                                   Over 28,000 consultants


 Highest Rated in Customer Satisfaction
                                                                                          8
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  – Second level
Deloitte & Touche is a recognised
     • Third
industry level
             leader, providing a full
        – Fourth level
breadth »of services and technical
              Fifth level

capabilities.


                                        9
                                            9
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  – Second level
      The Deloitte Difference
     • Third level
        – Fourth level
            » Fifth level




                                        10
       Analyst View

                             Click to edit Master title style The Gartner Group

                                                 Selected Deloitte & Touche as one of the top
                                                 Reengineering Firms. “Their clients were
                                                 clearly more enthusiastic.”

           • Click to edit Master text styles    “One of the top firms in “Ability to Execute”   Awarded ComputerWorld Magazine
                                                 and “Completeness of Vision.”                   1995 Reengineering Team of the Year.
                                                 “Strong at integrating process, organization,
                                                 and information technology.”

                   – Second level
Cited by the Meta Group as the “most user-
friendly” of the Big Six firms
                                                                                                                  The Michael
                                                                                                                  Hammer Relationship

                            • Third level                                                        One of Four Consulting Firms That Are
                                                                                                 Members of Michael Hammer‟s Phoenix
                                     – Fourth level                                              Project.


                                         » Fifth level
  “A fundamental premise of
  Reengineering for Results is partnering.
  When approaching monumental change,                                                            Deloitte “leads the pack of Big Five
  long-term support of a partner is of the                                                       accounting firms,” with a ranking of #8
  utmost importance. As I reviewed                                                               on Fortune‟s 100 Best Companies to
  Deloitte Consulting methodology, I found                                                       Work For. It is the only professional
  that they do an exceptional job in                                                             services firm to make Fortune‟s list for 2
  meeting our criteria.”                              Dataquest
                                                                                                 consecutive years.

                                             “The factors critical to the success in
                                              delivering BPR are nearly identical to the
                                              core competencies of Deloitte & Touche.”
                                             “Deloitte & Touche can be distinguished
                                              from other large consultant/systems
                                              integrators by the experience level of its
                                              staff.”
                                                                                                                                              11
    Customer View
•             Click to edit Master title style
     Sam Meyer, Vice President Financial Systems Strategies at Merrill Lynch
      “Deloitte presented us with high-quality people that were team oriented
        they were a very good business partner. They played a key role in the
        functional side of the project and with overall project management…“

•   • Click to Meta Group Inc. says:
    Stan Lepeak, VP edit Master text styles
      "They are the most user-friendly of the Big Five. They are definitely the
         – Second level
         up and comer amongst the group.“

•             • Third level
     John Connors, CIO, Microsoft says:
      "Deloitte & Touche has very good methods and experienced staff. We
                   – Fourth level
        selected them and found them easy to work with.“
                       » Fifth level
•    Al Duffield, PeopleSoft says:
      "In an independent survey of PeopleSoft personnel, Deloitte & Touche
         was chosen as the #1 consulting firm they would most want to do
         business with.“

•    Alan Krenztel, Digital Equipment Corporation says:
      “The integrity, methodology, knowledge of security and resources
         provided by Deloitte & Touche are excellent.”

                                                                                  12
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           Deloitte
  – Second level          & Touche
         is the
     • Third level fastest growing
        –Professional Services
          Fourth level
            » Fifth level
                firm in Ireland.




                                        13
 Deloitte & Touche in Ireland

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• HQ in Dublin, Earlsfort Terrace
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• Management Consultancy of c.130 Consulting Staff
    – Second level
        • Third level
           – Belfast,
• Offices in Fourth level Cork and Limerick
               » Fifth level


• Integrated part of the Global firm focused on serving
  Irish clients


                                                     14
Deloitte & Touche in Ireland

     Click Consultants provide a style
Management to edit Master titlebroad
range of services in the areas of ….
•   Strategicedit Master text styles
    Click to Change
•    – Second and
    Corporatelevel Operations Strategy
•       • Third level
    Organisation and Change Strategy
           – Fourth
•   Performancelevel Improvements
               » Fifth level
•   Customer Relationship Management
•   Supply Chain Management
•   Financial & Cost Management
•   Human Capital Management

                                         15
Deloitte & Touche in Ireland

    Click to edit Master
…..and information systems           title style
   Technology Solutions
•
   Systems edit Master text styles
    Click toIntegration
    – Second level
    Data Warehousing
   Enterprise Resource Planning (ERP)
        • Third level
   Document/Content Management
           – Fourth level
   Customer Relationship Management (CRM)
               » Fifth level
   Business Intelligence
   Knowledge Management
   eBusiness Solutions
   IT and eBusiness Strategy


                                                   16
Deloitte & Touche in Ireland

      Click partnerships with vendors
Key strategicto edit Master title style
and service suppliers:
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  ORACLE
   – Second level
   IBM
   Siebel level
      • Third
         – Fourth level
   JD Edwards
              » Fifth level
   Vignette
   FileNET
   Microsoft
   Hewlet Packard
   Clarus
                                          17
Deloitte & Touche in Ireland

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Strong local client base including:                       style
   •   AIB Group
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   •
   •
       An Post
       Bank of Ireland Group
   –
   •   Second level
       Companies Registration Office
   •   CORDIS – European Commission
   •    • Third level
       Davy Stockbroker
   •         – Fourth level
       Dublin Institute of Technology
   •   Factor-e » Fifth level
   •   Gateway
   •   Guinness UDV
   •   Office of the Director of Corporate Enforcement (ODCE)
   •   Pensions Board
   •   Reduncy, Insolvency, Recovery (RIR)
   •   Registry of Defense Forces
   •   Registrar of Friendly Societies (RFS)
   •   VHI
                                                                  18
Global Clients

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  – Second level of the world's largest
     One-fifth
     • Third level
   companies, public institutions and
        – Fourth level
  successful fast-growing companies.
           » Fifth level




                                          19
Global Financial Services Clients

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•Abbey National Bank                      •General Motors Acceptance Corporation
•Allstate                                 •General Re
•Banca Nazionale del Lavoro               •Hypo Bank
•Bank Austria                             •Lazard Freres
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•Bank of China
•Bank of Tokyo-Mitsubishi
                                          •Lord Abbett Funds
                                          •Marsh & McLennan Companies, Inc.
•Bank of Yokohama                         •Merrill Lynch
        – Second level
•Bankers Trust                            •Metropolitan Life
•Banque Internationale Luxembourg         •Morgan Stanley Dean Witter
•Barclays    • Third level                •New Japan Securities
•Bear Stearns                             •Nomura Securities
                   –
•Berkshire Hathaway Fourth level          •Paribas
•Canadian Pension Plan Investment Board   •Royal Bank of Canada
                         » Fifth level    •Royal Bank of Scotland
•Charles Schwab
•Corp Banca                               •Sakura Bank
•Credit Lyonnais                          •Smith Barney
•CS First Boston                          •State Bank of India
•Dean Witter Discoverer                   •Sun Life of Canada
•Deutsche Banc Alex. Brown                •The World Bank
•E*Trade                                  •Tokai Bank
•Fidelity                                 •UBS Warburg
•Goldman Sachs                            •Victoria Holding



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     Click to edit Master title style

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   What is Deloittes doing about
  – Second level
    Knowledge Management ?
    • Third level
        – Fourth level
            » Fifth level




                                        21
Knowledge Management

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• 93,000 staff in 140 countries - someone else
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  has already done what you are trying to do!
   – Second level
     • Third level
• Regional Knowledge Management Groups
        – Fourth level
            » Fifth level
• Knowledge Management representative in
  each country




                                                 22
Local Knowledge Management Activities

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• Established a Knowledge Management Team
• Focus on a number of key areas:
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   – Second level sharing culture
  Create a knowledge
      • Third level
  Create a database of consultant HR information
           – Fourth level
  Organisation of documentation/content
                » Fifth level
  Greater awareness and use of Tools/Methodologies
  Global rollout of web-based knowledge tools:
     Deloitte on-line
     http://Synergy
     www.innovate.deloitte.com



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http://synergy

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                Synergy

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   – Second level
      • Third level
         – Fourth level
             » Fifth level




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     Click to edit Master title style

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  – Second level
     The Knowledge          Economy
     • Third level
        – Fourth level
            » Fifth level




                                        25
The Knowledge Economy

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• Knowledge is an intangible but valuable asset
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   – Second level
• “Know-how boils down to know-who”
      • Third level
          – Fourth level
• At its simplest means people recording just about
               » Fifth level
  everything on a central database




                                                      26
The Knowledge Economy

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Issues facing non-KM companies style

• Increase in staffMaster text styles loss of
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  knowledge – knowledge walking out the door
   – Second level
• Increasing number of stand-alone IT applications
       • organisations – lack of IT planning
  within Third level
           – Fourth level
• Too much information in too many places resulting
               » Fifth level
  islands of information – paper and electronic
• Ability to forsee customer needs
• Need to know what you know as an organisation –
  self audit
• Loss of potential sales

                                                      27
     Click to edit Master title style

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        Knowledge Managment
  – Second level
     • Third level in practice
        – Fourth level
            » Fifth level




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KM in Industry

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                           Knowledge
                                        Management
                      Knowledge          Solution
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                      Gatekeeper
   – Second level
                                            CRM
      • Third level
         – Fourth level                    Document
             » Fifth level                Management

                                        Transactions

                                            Other
Knowledge      Knowledge Gatherer
  Need          Knowledge User


                                                       29
KM in Industry

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    Creating Virtual Communities

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   – Second level
      • Third level
         – Fourth level
             » Fifth level




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     Click to edit Master title style

           The Future styles
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  – Second level
    • Third level
    Knowledge Management
       – Fourth level
                 and
           » Fifth level the Web




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                                         31
The Semantic Web

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“My Definition of the Web is

• a universe of network-accessible information,
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• a – Second human-to-human communication,
    means of level
  and
       • Third level
• a space – Fourth level
           in which software agents can, through
               vast level
  access to a » Fifthamount of [knowledge], become
  tools to work with us.”
                                        Tim Berners-Lee
                                        Inventor of the Web
                                        Director of W3C


                                                              32
Potential Applications

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• Knowledge Management
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    – Second level
• E-Commerce
      • Third level
         – Fourth level
• Search     » Fifth level




                                           33
Web Success Factors

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• Distribute information

•• Easy to to edit Master text styles
   Click publish, author, acquire
    – Second level
• Standards lead to ubiquity
      • Third level
          –
• UniformityFourth level
               » Fifth level
• Scalable

• Incremental evolution



                                           34
   Knowledge and Information

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Value
                                                  Knowledge
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        – Second level
           • Third level
              – Fourth level
                                  Information
                  » Fifth level



           Data
                                                        Web Tools
         Browsers             Search Engines    Knowledge Agents

                                                               35
The Web Today

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• Information is human readable only

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• Knowledge extraction requires human processing
    – Second level
       • Third level
         – Fourth and
• New standards level technologies required to allow
             » Fifth level
  knowledge representation


• Inferencing is vital if the Web is to reach its potential



                                                              36
Tangible Benefits of Knowledge Management

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• Improved service to customers

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• Customer retention
    – Second level
        • Third level
• Staff retention
            – Fourth level
                » Fifth level
• Greater opportunity to sell products

• Reduction in processing costs



                                            37
     Click to edit Master title style

• Click to editThank You
               Master text styles
  – Second level
                      Luke Mitchell
     • Third level
                   Deloitte & Touche
        – Fourth level
                    Earlsfort Terrace
            » Fifth level
                          Dublin 2

             Phone: (01) 417-2824
          email: luke.mitchell@deloitte.ie



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