案例分析埃森哲的知識(shí)管理

KnowledgeManagement@AccentureTeam3KatiaArrus JonathanHayesCristianOrellana JayBashuckySureshJayaramanAgendaCaseIntroductionTheoreticalBackgroundofKMCompany’sBackgroundKnowledgeManagement@AccentureStrategyandSWOTAnalysisKnowledgeManagementTechnologyMainissuesAnalysisandRecommendationsActualImplementationCaseIntroductionAccenturehadalonghistoryoffocusingonKnowledgeManagement(KM)AccenturefacedbudgetcuttingandheadcountreductionsMoredemandforKMPreparingthelaunchoftheKnowledgeExchangeT.Barfield(KMlead)neededtoproviderecommendationsforfuturedirectionWhatisKnowledgeManagement?KMcomprisesarangeofpracticesusedbyorganizationstoidentify,createanddistributeknowledge.Knowledgeconsistsof:personalknowledgeandexperiencepublishedmaterialspecificmaterialKnowledgeManagement“Aformofexpertisemanagementwhichdrawsouttacitknowledgemakingitaccessibleforspecificpurposestoimprovetheperformanceoforganizations〞(Broadbent,1997)Itmustinvolvecapturingtheinternalknowledgegeneratedbyafirm–itsbestthinkingonproducts,customers,competitors,andprocesses–andsharingit.〞(DiMattiaet.al,1997)WhyisKMimportant?RetentionofknowledgeHelpsorganizationsrepeatsuccessandpreventmistakesInanenvironmentinwhichtheinformationiswidelyavailable,thesuccessfulplayersaretheonesthatproperlyleveragethatassetKM-ITtoolsE-Mail,InternetIntranetDocumentManagementWorkflow/GroupwareImagingInformationretrievalsystemsElectronicpublishingsystemsDataWarehousingandDataMiningCompanyBackgroundOriginatedasafeasibilitystudyforGeneralElectricin1953ArthurAndersenimplementedautomatingpayrollprocessingatGEFormedasAndersonConsultingin1989Accenturewentpublicin2001CompanyBackgroundWon2006MAKEAwardOtherwinnersincluded:Apple,Google,Microsoft,PWCEmployees100,000(2005),178,000(2021)Consolidatedin47countrieswithheadquarterslocationIn2004ROIwasrankedfirstontheS&P500Accenture’sclientsinclude91oftheFortuneGlobal100andmorethantwothirdsoftheFortuneGlobal500CompanyBackground-CoreValues

StewardshipBestPeopleClientValueCreationOneGlobalNetworkRespectfortheIndividualIntegrityEconomicConditionsIn2002,theeconomywasinadownturnResultedinsignificantbudgetpressureonKMgroupManyseniormanagersleft;30%ofallKMmanagersleftorwerelaidoffPressuretooffshoretoreducecosts(IndiaandPhilippines)FocusonshorttermasopposedtolongtermKnowledgeManagement@AccentureStrongfocusonKnowledgeManagementFormalKMstrategyadoptedin1990Bymid90’s,thousandsofknowledgerepositorieshadbeenbuiltusingLotusNotesKMsystembecominginefficientStrategySessionAstrategysessionwasheldin2004GoalwastodeterminethefutureofKMatAccentureKnowledgeManagementStrategy:“Drivevaluefromknowledgetoenhancerevenue,reducecost,andfosterinnovation〞KnowledgeManagementVision:“Tocreateaworldclassknowledge-sharingcultureandenvironmentthatcontributestoAccenture’ssuccess〞KnowledgeManagementFrameworkSWOT–StrengthsSuccessfulcompanywithaglobalpresenceExistingenablers:KnowledgeExchange,myLearning,AccenturemethodologyInherentbeliefinrelevancyofKMCorporatesupportforKMfromCEOtoupperandmidlevelmanagementHistoricalsuccessofKMatAccentureSWOT-WeaknessesUnorganizedtoolsandtechnologiesintheKMinfrastructureDifficulttoshareandaccessinformationLackofownershipinKMareaFailingtocaptureknowledgeasemployeesleavethecompanySWOT-OpportunitiesIncreasedemployeeretentionandjobsatisfactionDecreasedknowledgedrainGreattoolfornewemployeesFurtherindustryleadershippositiononKMTurnknowledgeintoIntellectualCapitalBusinessOpportunitiesSWOT-ThreatsTougheconomicenvironmentNeedtodemonstrateROIIneffectivelyappliedcapitalShortprojectlifecyclesKMCurrentTechnologyImplementedLotusNotesacrosstheorganizationEveryBusinessunithastheirowndatabaseEachunitwasresponsibleformanagingandupdatingtheircontentLate90’sWeb-basedaccesswasenabledIssueswithLotusNotes–CurrentKMLackofusability–LessUserfriendlyLackofawarenessofsystemcapabilitiesandcontentInefficientsearchprocess–LeadtoduplicationofdocumentsLackofconsistencyindocumenttemplatesLackofcleargovernancestructure:responsibilityforthedocumentswasnotclearlydefinedProcedureswerenotinplaceformanagingthesystem(content/documents.Norecordsretention:archivalprocessinconsistentandverymanual)Everybusinessunitcreatedtheirownportals,andbytheendof2003,severaldisparatesystems/databaseswerecreatedCostofmaintenancewasincreasingIssueswithLotusNotes–CurrentKMNewKMTechnologyNewsystemwillprovideconsistencyacrossorganizationandwillsavetimeandmoneyformanagingthesystem.NewArchitecturewilleliminatethedecentralizedLotusnotesenvironment.ThenewarchitectureisbasedonMS–Sharepointtechnology.NewArchitectureNewKMTechnologyWillAddressspecificbusinessgoalsSimpleEnd-UserexperienceImproveSearchandBrowseFeatures–ConceptofMetadataCentralizedevelopmentandoperationsoftheAccentureKnowledgeandSimplifycontentmanagementSinglepointofentry-AWebPortalExpectedoutcomesofthenewKEsystemMajorenhancementsEnhancedsearchresultsEliminationofcontentduplication(causedbydecentralizedapplications)ImprovedvisibilitytoinnovationsacrossallgroupsIncreasedusability(becauseofaconsistentuserexperience)Consistentarchivalprocess(thatisnolongermanualintensive)ChallengesinimplementingthissystemAstrategyneedtobedevelopedtoaddresschangemanagementNeedtoaddressculturalbarriers–ConvertingtacitknowledgeintoexplicitknowledgeDesignasystemtomatchwhatuser’swant.MakethempartoftheimplementationteamAlternativesandConsiderationsContinuewithimprovedLotusNotesAdoptthenewKnowledgeExchangeDoNothingAlternativesandConsiderationsContinuewithimprovedLotusNotesDecentralizedportalsfordifferentgroupswithintheorganizationWorkswell,butcouldhaveroomforimprovementCanbeconfusingandmaypotentiallyleadtomiscommunicationandduplicationofworkAlternativesandConsiderationsAdoptthenewKnowledgeExchangeNeededtocentralizeinformationImportanttohavecleargovernancestructurefornewKMEnd-userstrategyiskeyBetterorganizationofknowledgeleadstohigherjobsatisfactionandlesstimespenttrainingAlternativesandConsiderationsDoNothingLoseknowledgeSystemmaybecomeunmanageableNoinvestmentrequiredAlternativesandConsiderationsContinuewithimprovedLotusNotesAdoptthenewKnowledgeExchangeDoNothingOther?Whatwouldyoudo?TeamThreeRecommendationGotonewKMstructureImplementation–BigPictureEnsureuppermanagementisonboardwithKMgoalsCreateateamwithstakeholdersfromkeyareasImplementtospecificpocketsoforganizationfirstonatrialbasis,thenapplytoorga