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OUR KNOWLEDGE JOURNEY

OUR KNOWLEDGE JOURNEY. October 2011 – Sharon Brennan. SHARON BRENNAN | OUR KNOWLEDGE JOURNEY | 1.0. HOW DID WE START? THE PROBLEM THE PROJECT THE PROCESS WHAT DID WE LEARN?. HOW DID we START?. Identified the issues Gathered core teams and stakeholders

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OUR KNOWLEDGE JOURNEY

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  1. OUR KNOWLEDGE JOURNEY October 2011 – Sharon Brennan SHARON BRENNAN | OUR KNOWLEDGE JOURNEY | 1.0

  2. HOW DID WE START? THE PROBLEM THE PROJECT THE PROCESS WHAT DID WE LEARN? <TELSTRA DOCUMENT ID>

  3. HOW DID we START? Identified the issues Gathered core teams and stakeholders Found out what their pain points are What systems did they use to get information What caused them problems when dealing with our Customers? <TELSTRA DOCUMENT ID>

  4. THE PROBLEM Where do I find the process I want? Multiple locations across the Intranet where process information is stored, depending on process owner How do I get the key info I need on my customer? Info is held in CRM system, file shares, multiple databases Which is the right version? Why is your document different to mine? Different versions are being emailed around, with issues when staff refer an old version <TELSTRA DOCUMENT ID>

  5. THE PROBLEM – Continued Is this the correct Customer contract? Sales, Service and the Customer might be looking at different documents as there wasn’t a single repository available to all How do I find a customer to provide a reference about this product to my customer? My customer wants to speak with someone who’s already bought this product from us, how do I track down a customer reference? I’m a new Sales Executive, what info do I need? What tools, processes and sites do I need to do my job and where do I get them? ? ? ? <TELSTRA DOCUMENT ID>

  6. THE PROJECT – What did we decide to do? Build a portal to provide a central access point for information, documents, reports and processes, saving time for staff. These items may not live in the portal but it will point to where they can be found Replace multiple, manually intensive reports with an interactive, online dashboard Link the dashboard to backend systems to enable daily feed and provide drill downs. Develop a single site for Contracts Enable contracts to be surfaced in multiple locations, including the ability to push to a customer-facing site <TELSTRA DOCUMENT ID>

  7. THE PROJECT - Continued Host the site on a new corporate platform using Microsoft® SharePoint® 2010 Make use of the features available such as document sets (for Contracts), Performance Point Services ® (for reporting), enhanced My Sites (for expertise location) Benefit from a centrally managed and supported platform that would connect to Microsoft FAST search. <TELSTRA DOCUMENT ID>

  8. THE PROCESS Central control of total budget and platform capability A single point to control overall budget, liaise with IT on platform capabilities and queries about new capabilities Divide components of the solution Identify business owners for each site to work with the vendor on requirements for their component. Each had a portion of the total budget Defined Governance process A governance model was developed with separate Business Owner, Content Assurance and Solution Assurance Forum under a single Sponsor. <TELSTRA DOCUMENT ID>

  9. WHAT DID WE LEARN? Identify key common features up front to save time later Eg Usage reporting, Contact Us, Feedback, Glossary If hosting on a new environment, allow time for inevitable delays While the platform was in place, we had delays related to browser compatibility with legacy systems Pilot while waiting for full production platform Instead of waiting for a fully supported corporate platform, consider setting up a pilot environment <TELSTRA DOCUMENT ID>

  10. WHAT DID WE LEARN? Collaborate with other projects if you can By collaborating with another group building a similar reporting interface, a single corporate architecture was designed which is flexible and extendable. If you can demo to staff, do it! It’s a great way to get feedback and build excitement <TELSTRA DOCUMENT ID>

  11. SOME SCREEN SHOTS OF THE SITE Customer site with separate tabs Contract Library Reporting Dashboard <TELSTRA DOCUMENT ID>

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  16. QUESTIONS? <TELSTRA DOCUMENT ID>

  17. Why MBUG Innovation in Information Management A passion for the enabler to live, love and help each – better and faster Platform for Collaboration and Knowledge

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