| workshop #11

1. | | 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 Knowledge Project Manager VisionCor

2. VisionCor | | 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 Systems case study) Architecting a knowledge portal

3. VisionCor | | 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.

4. 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 management and information (knowledge) architecture

5. Knowledge Portals • Integrated Knowledge ArchitectureTM Web-based information, education, • Object-oriented approach and knowledge resource • Knowledge cultivation processes | | what we do Content Development • Policy, procedure, system and user documentation Development of user-centric • Web content development and usability analysis 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 implementation and expertise • Web-based KM design and development

6. VisionCor | | 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. • Shortcomings in traditional training and reference materials. • Intranet implementations have led to information overload.

7. VisionCor | | 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. Shortened time-to-proficiency New hires have a clear path to training, corporate resources, and invaluable expertise.

8. VisionCor | | 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 that in aggregate, determine the success or failure of a business.”

9. VisionCor | | 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.”

10. VisionCor | | defining knowledge management American Productivity & Quality Center “…a business strategy, best practice transfer, personal learning, customer intelligence, intellectual asset management…”

11. 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. Further, thought leading consultancies recognize that KM solutions are never out-of-the-box."

12. VisionCor | | 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 improvements in processes and productivity.”

13. VisionCor | | Enabling vs. facilitating knowledge management Enabling vs. Facilitating

14. VisionCor | | enabling knowledge management KM enablers: mechanisms for locating/sharing “knowledge” Examples: “Experts” database or knowledge network Searchable knowledge repository Enterprise content/document management (ECM/EDM) Intelligent search (ie. Artificial intelligence) Discussion forums or groups

15. VisionCor | | 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 Lack of nuance and contextual detail (genericized knowledge) Disconnect between knowledge and its application Myopic presentation of knowledge

16. VisionCor | | 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 Establishing meaningful relationships between content Delivering knowledge in the context in which its used Ensuring ongoing knowledge validity & applicability

17. VisionCor | | 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 Formally recognizes expertise

18. VisionCor | | 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 Speeds up comprehension

19. VisionCor | | 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 • Ensures that KM initiatives are sustained

20. | | 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.

21. Resource Organizers Process guidance Performance improvement Examples Demonstrations Expert advice Business data Business tools | | 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.

22. 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 • Streamlines navigation for maximized user experience • Supports dynamic content updates • Provides reusable framework for deploying KM connections across business units • Technology neutral

23. VisionCor | | case study The Development and Implementation of a Knowledge Portal within Cisco’s Customer Advocacy Organization Nettie Longietti Knowledge Project Manager

24. 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 and customized support services. Are expected to understand and even anticipate customer needs. Were planning on rapidly growing their organization from 25 to 250.

25. VisionCor | | before KM Existing resources prior to web-based KM Other SSMs Email Discussion Forums Phone Personal contacts Cisco Intranet Management Team

26. VisionCor | | resulting costs Reinventing the wheel (productivity) Improvising the wheel (consistency) Hoarding the wheel (competitiveness)

27. VisionCor | | business objectives Orient New Hires Minimize time-to-proficiency Develop a brand image for the role Improve Performance Increase productivity Move through the 4 stages of professional development faster Increase service consistency and quality

28. VisionCor | | business objectives Facilitate Innovation Foster continuous process improvement Open all channels of communication Capture ideas from those working directly with valued customers

29. VisionCor | | project team KM Business Lead New York, NY Executive Sponsor Santa Clara, CA Cisco IT Raleigh, NC Project Sponsor & KM Development Team Charlotte, NC

30. VisionCor | | timeline Quick Hits Phase 1 Phase 2 Cultivation Project start 45 days 90 days 150 days ongoing Weekly releases and updates

31. 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 indexing content.

32. VisionCor | | IKATM applied Process guidance provides steps or guidelines for performing a specific function or achieving a goal. • Best Practices • Procedures • Instructions • Checklists

33. VisionCor | | IKATM applied Performance Improvement resources increase individual competency and facilitate career development. • Competency building • Planning tools • Mentoring tips • Professionalism tips

34. VisionCor | | IKATM applied Expert Advice resources represent first-hand expertise and experiences that others can apply to their work. • Case studies • Success stories • War stories • Testimonials

35. VisionCor | | IKATM applied Example resources are the tangible end result of a work effort. • Deliverables • Reports • Presentations

36. VisionCor | | IKATM applied Demonstration resources illustrate a process in motion.

37. VisionCor | | IKATM applied Business Tools are functional resources that provide assistance with routine tasks. • Templates • Query tools

38. VisionCor | | IKATM applied Business Data resources represent the information or facts needed to complete a task.

39. VisionCor | How do I… ? | chain of inquiry Proactive Issue Management (Best Practice) What does it look like? How did you… ? Failing Components Action Plan (Example) Crashing Local Directors (Case Study)

40. VisionCor | | 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 stuff. Knowledge Manager – review and approval Resolving Trade-In RMA Issues (Case Study)

41. VisionCor | | 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 performance. • Clarifies performance goals. • Supports performance evaluation process with standardized tools and templates.

42. VisionCor | | business objectives achieved • The SSM knowledge portal: • Captures and distributes expert knowledge and best practices. • Captures feedback for process and performance improvement.

43. VisionCor | | cross-organizational deployment Leveraging the architecture and object definitions/templates enabled a 50% savings in development time on subsequent portals.

44. 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 • Less is more • Focus on business results

45. VisionCor | | end case study Case study questions?

46. VisionCor | | the steps • Define the purpose • Define the content • Define the structure • Validate the design • Develop the site • Enhance and maintain the site

47. VisionCor | | the steps • Define the purpose • Define the content • Define the structure • Validate the design • Develop the site • Enhance and maintain the site

48. VisionCor | | before you begin • Get educated • Learn the industry • Know the competition • Know the mission

49. VisionCor | | right from the start • Identify the drivers, movers, shakers • Identify the revenue streams • Identify the factors of profitability • Know the core values “The organization and its culture”

50. VisionCor | | purpose – goals and objectives • Success factors • Goals • Objectives “Focus on Business Results”