埃森哲-知识管理战略

• Knowledge Mining • Abstractors
• Translators
Tools/Services • Profile
• Visual Controls • Routing/Workflow • Security
• Link Management • Portal
• Collaboration • Alerts
Motivation and reward systems
will need to be created to inspire people to contribute to and use the knowledge environment.
Knowledge Spiral
1
Collaboration
• Messaging
• Peer-2-Peer
• eTeamSpaces/ eConferencing
• Discussion Forums
4
Internalization
Externalization 2
• Content Management
• How do you fill the gap?
©Accenture, 2019
Process
• Are the right processes in place to - capture, refine, and create knowledge - disseminate, share, and apply knowledge to deliver business value?
• Dependent on star performers characterized by star cultures
Individual Actors
©Accenture, 2019
Routine
Complexity of Work
Interpretation / Judgment
• KM Approach • Implementation Framework • Success Factors • Questions
ship
Ongoing training and
support will be necessary to
both establish the critical mass
of users and to ensure the
continued understanding and effective use of the environment
• Knowledge Maps • Directories • Attachments
• Synthesized Knowledge • Discussions • Community/Home Pages
• Internal/External Info
• Knowledge Bases
• Search
Knowledge Environment Architecture
Infrastructure
Document Messaging Management
Global WAN
LAN
Internet Communication Information & Collaboration Interfaces
KM Considerations
Although many companies recognize the importance of a more effective use of their knowledge, most struggle with where to start.
• Which factors are critical for my business that can be addressed by Knowledge Management?
Practices Management Development Organizational Learning
Roles Processes Content
• Community Member • Content Manager
• Knowledge Sponsor
• Expert
• Knowledge Technologist • Knowledge Integrator
• KM Approaches • Implementation Framework • Success Factors • Questions
Topics
KM Approaches
• KM Definition • KM Considerations • Knowledge Spiral • Accenture KM Model
• Dependent on tight integration across functional boundaries
Network Model
• Improvisational work
• Highly reliant on deep expertise across multiple functions
• Knowledgebases • Workflow
Combination
3
• Portals • eLearning • Searching • Personalization • Push Data Mining
• Synthesized Knowledge
• Contribute
• Feedback
• Synthesize • Archive/Delete
• Access Control • Community • Validate • Activity Monitoring
• Creation
Management • Valuation • Aging
KM Definition
A collaborative and systematic process for acquiring, creating, synthesizing, and sharing information, insights, and experiences to achieve organizational goals.
User’s understanding and commitment to use the
knowledge environment. A critical mass of users who are willing to share, contribute, and use what is available must be established for the potential of the environment to be realized.
Collaboration
Work Models
Knowledge workers
Integration Model
• Systematic, repeatable work
• Highly reliant on formal processes, methodologies, or standards
empowered to contribute the
right knowledge?
People
• Are priorities aligned with measurements?
Strategy Technology
• What tools are currently in place?
• What tools are needed to enable the environment?
Office Platform Database Platform
• KM Approach • Implementation Framework • Success Factors • Questions
Topics
Success Factors
Knowledge Strategy that identifies the
Topics
Implementation Framework
Change Enablement Program Management
Development Operation/ Administration
Applications
Best
Customer
Research & Individual &
vision, business goals, stakeholders, and activities to be accomplished.
Detailed Planning that
incorporates activities, schedules, milestones, risk management, and the appropriate monitoring and tracking tools to support success.
• Which knowledge adds the most value? • What are the highest priority initiatives?
• How do you create a culture for sharing?
• Which people need to be
• Dependent on ability to build high commitment, flexible teams
Level of Interdependence
Transaction Model
• Routine work
• Highly reliant on formal procedures and training
Technical infrastructure
as it evolves.
must support sharing
from both a cost and
architectural standpoint.
Executive sponsorship will be
essential to establishing this knowledge sharing environment. The cultural changes necessary to shift to a sharing environment must be actively supported and fostered throughout the organization by executive team.
• Dependent on individual workers and enforcement of strict rules
Expert Model
• Judgment-oriented work
• Highly reliant on individual expertise and experience
Knowledge Management Strategies to Improve Business Performance
Chris Paladino
March 11, 2019
(703) 947-2394 chris.d.paladinoaccenture
Knowledge Technologies 2019
Nonaka, I. And H. Takeuchi, The Knowledge-Creating Company. New York: Oxford Univ. Press, 2019.
Accenture KM Model
*A one size fits all approach to developing a knowledge management system will not work
Integration of sharing into normal activities so it doesn’t
appear as a burden, but rather as an
Navigation Executive Leadership
enabler.
Enablement Business Owner-