collaborative knowledge management @ lafarge lh km world 2015 v6

Collaborative Knowledge ManagementIn an International OrganizationJean-Luc Abelin – KM World Nov 2015

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Lafarge in July 2015

Collaborative Knowledge Management, February 2016

3 Main Activities65 000 EmployeesCementsAggregatesReady Mix Concretes63 countries + 30 languages42 000 working stations

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Why we must share?

Collaborative Knowledge Management, February 2016 3

Anything that is not shared is lost …

JLA CONSEIL 06-18 -94 15 -88Collaborative Knowledge Management, February 2016 4

Collaboration & Knowledge @ Lafarge

2000

2001 2010

Mail

&

Meetings

CoPs

Intranet

+

Lotus

Standards ProceduresReference docBest practices

Experts

Networks

LocalBest practices

StandardsProcedures

Best practices

Function per country & corporate

2002 2003 2004 2005 2006 2007 2008 2009

Intranet

+

Lotus Notes (KTP)

+

TWS

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Search…and find a content


More than 450 Databases….

Contents must be easily reachable ???

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Purpose of a unique sharing platform


Info

rmati

on

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Collaboration & Knowledge Sharing @ Lafarge


Standards - ProceduresReference doc

Local Best practices & experiences

Standards - ProceduresReference doc - E-learning –Animations - Co-authoring

Best practices – local experiencesIdeas –Collaboration - Projects - Questions

Intranet for News

LafargeLafarge Networks

Corporate + Functions

2014

LO Village

LO Knowledge

2011

2012

2013

Intranet

+ 600 Lotus Notes

+250 TWS

LO Village

Intranet

+ Lotus Notes

+ TWS

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Digital world - C&K @ Lafarge –


L.O Village: Ideas,

Concepts, News,

temporary Information,

Knowledge being

formalized, Echanges

informels, Projects

tracking, implicit

knowledge..

Intranet: enter point

for countries and for all

users News about

activities, countries,

corporate, internal

communication, Internal

tools, employees

facilities…

Google Drive : Content

manufacture, Document

creation, knowledge in Being ,

co authoring, project tracking,

archive

L.O Knowledge: Standards, Good practices,

Guidelines, General

Knowledge, Finalized

documents, Reusable doc,

e-learning, Success stories,

Tools & methods, explicit

knowledge

Strong governance,

structuration, dynamic,

collaborative, All is validate,

assessed, transferable,

Recording, Hosting ,

Retrieving , Sharing,

Promoting, Collaborating

Spontaneity, friendliness,

short temporality,

collaborative, No validation,

no assessing, little

governance. Linking people,

Share information,

Collaborative working,

Discussions, Fast sharing

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Implementation steps


The objectives & the governance guide the choices

People &

Organization

Lauching & Training

Vision

The Tool

Communication, Information, Motivation

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Vision


Vision

Defined objectives

C&K organisation

Users : givers vs

takers

What Contents ?

What Gouvernance ?

Objectives

Increase performance

Changing mindset

Skills improvement

Pride

Better relationship

Acelerate

achievements

Work out loud

Individual involving

Digital transformation

Existing

Existing CoPs Databases

Sharing Mindset

Collaboration

Multi local culture

Company organization

Multilingualism…

Brakes

Reluctance to share

Management blocking

Language barrier

Weak IT infrastructure

Habits

Lack of global vision…

Triggers

Strong sponsor

New way of working

Manager’s implication

Official Communication

Top down & bottom up content

Individual benefits…

Accelerators

Quality of content

Local C&K Network

Targeted Communication

Manager Exemplarity

Events

Effective Results..

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Our Platform Governance


Who, What, How….

RolesSpace Administrator

Giver :• In final spaces : KMs Experts,

Authorized people

• Through validation workflow :

All users

Taker : All users

Structure• Group for function

• Space for department

• Categories of tags :

transversal or by space (s)

• Tags predefined & translated

• Space privacy under

acceptation

Content• Reusable content

• Maximise public content

• Must be validated

• Period of validity with alert

• Top down & bottom up

Management• Steering committee

• KM central team

• KM network

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Our Objectives


Knowledgesharing

Increaseperformances

Individual & collective

Detect

Experts

Preserve & enrich our know-how

Standards

Procedures

Tips & tricks

…

Best practices

Reference

Documents

Trainings

…

Technical Doc

Job Aids

General knowledge…

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KM Organization


Knowledge is everywhere … so take it where it is

Function Networks

Countries30-50 Country

Function

Managers

Country

<>50 KMs

Country

Country’s KM

20% FTE

Training

Communication

Bottom Up Knowledge

Country

KM Sponsor

CEO

or

EXCOM

Member

Animation

Knowledge

Functions @ Headquarter

27 Functions <>50 KMs

Function

Function

KM Sponsor

Function Manager

Function’s KM

20% FTE

Training

Communication

Top Down Knowledge

Animation

Knowledge

LO Knowledge … 27 Groups …<>135 spaces CoP

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Identify brakes and ... Anticipate


Brakes are mainly issue from the field & habits

Techniques

Personal

CulturalLack of global vision

Mistrust

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Technical blocking points


It is easier to deploy an expected tool… so listen your users

Technical solutions

I prefer the base that I use for 10 years

I do not speak English

Yet a new password !!

I never find anything on these platforms !!

It is only for headquarter ...(bandwidth)

I do not know how to register?

My documents are too complex

Mistrust on the content

Who wrote that?

Is it still valid?

My content is confidential

Is it an official document?

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How to choose the right tool?

Collaborative Knowledge Management, November 3rd, 2015 16

The vision, the governance and use determine tool’s characteristics

“To the man who only has a hammer, everything he encounters begins to look like a nail.”

Abraham Maslow

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Avoid a quantum leap !!!


Recreate a familiar environment

Home page Overview

Displays functions

Groups

Departments

Spaces

Content

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What kind of content… for Who?


Documents

+Text

+Photos

+VideoAuthor

Multilinguism

Tłumaczenia

Επιστροφές Χώρα

Comments

Questions

Experiences/ countries

Answers

Related content

Like

Expert

Person

Group

Communauty

Send to

Title + summary Tags

•Author

•Validator

•Experts

•Validited

•Version

KM

Metadata

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Eliminate….technical blocking points


e.g ... Everyone does not speak English

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Individual Brakes & « A Priori »


Some thinkings from the field…

Cultural

Here it's different

That was not done here

This is very local

It will never work

Lack of global view

My expertise is it interesting?

Everyone knows that

Alone we will not succeed

Individuals

What is my role in the KM organization?

What will my boss think?

There is only the Top Down info

What's it going to serve me (personally)

This is not my personal goals

I have other things to do

Who am I to share something?

Which will be recognized: giver or taker?

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Communication to change the behavior


21

Sharing is not a natural

behavior..is a state of

mind

Our first mission is

change attitudes and

make the behavior

evolve

Since 2008 each year a

new communication

campaing with the

same themes but with

different angles

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Explain again and again ...


Sharing is a state of mind ... a way of being

Changing attitudes … to change behaviors

Sharing starts close to home

We all have something to share

Transfer is also innovation

Do not reinvent the wheel

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Video, posters, Serious games…


A multi media communication

Do not reinvent the wheel

is an absolute priority

Video « we have all something to share »

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Communication to succeed the launch


The platform is a product… so launch it as a product!

A successful positioning We described use & objectives

Knowing product benefits for our target We gave answers to

“customer” expectations

Deploy a real launching plan We used teasing, goodies, posters,

video, meetings…big event for the launch day

Be identifiable & leave a trace in the user minds We chose a name

easy to memorize, strong message, logo, gimmick …

Gave them an instant access to the platform for D-day

Provided user guides, tutorials and hot line for D-day

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A real product launch with teasing


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A real product launch with promotional films

Collaborative Knowledge Management, November 3rd, 2015 26

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Communication to Inform & Recruit


You can share the best "best practice" of the world,

if nobody knows it exists, nobody will use it…

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Users must be aware


Global newsletters

Segmented newsletters (country & function)

Communication about success stories

It also an efficient way to get new users

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The Newsletter effect


% of monthly active users vs active users

% o

f a

cti

ve

us

ers

vs

po

ten

tia

lu

se

rs

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Communication to Motivate


We cannot force anyone to share ...

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The rule of 1,9,90 ….


90% Walkers « takers »

9%

Occasional

multi attitudes• Opportunistics

• Agitators

• Soap Box speakers

• Experts creaticide

1%

« Active

givers »

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Step by step to explain the goal


Givers, takers … company is a win win process

Colllaboration

Knowledge Sharing

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To motivate… use individual levers


Givers

Pride• Function

• Company

• Team

• Country

Altruism

Recognition• Individual

• Collective

Be part of a network

Rewards

Individual visibility

Management pressure

Commitment to the company

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To motivate… use individual levers


Takers

Achieve their goals• Individuals

• Collective

Reduce time

Improve their skills• Function

• Company

• Activity

Learn & evolve


Rewards

Explain the global effect

Management pressure

Commitment to the company

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Communicate to involve all levels …


A tailor-made communication based on individual levers

Excom KM SponsorHolder of the C&K idea

Exemplarity Giver - Taker

Effect on results… $$

Increase performances

Employees efficiency…

Middle

managementTeam Animator

Animate their team

Motivate their team in

C&K

Exemplarity Giver - Taker

Results achievement

Recognition by his peers

Be part of a global network

Operations

Proactive

users

Giver & Taker

Be a good sharer

Transfer - Taker

Share - Giver


Meet their individual goals

Be rewarding

Be congratulate

Improve their skills…

Who ? What ? Role in KM ? Levers Outcomes

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Accelerators vs Levers


Be visible & animate

Newsletters

Best contribution

Best sharer

Like & Follow

Individual recognition

Treasure Quest & games

Best transfer

Learn evolve & reach the goals

Recognition & rewards

Recognition, rewards & evolving

Recognition from peers

Global visibility

Learning, reward, autonomy

Recognition, rewards & goals

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Motivation & Animation


The Treasure Quest : Pedagogical & Formative

Facts

• 50% content openings due to the newsletter

• Poor knowledge of search techniques implies low autonomy and a delay in the deployment of good practices

Solution

• Train users to find what they want, when they want ...

• Duration 6 weeks

• During the first 3 weeks: Questions + clues + coaching

Objective: Mastering of research techniques

• During the 3 following weeks, questions corresponding to real cases and implies an advanced use to find the answer

• Become autonomous

Motivation….. win a real Treasure…


Key Performance Indicators oct 2015

- Number of active users : > 18 000- Number of content > 350 000

Monthly-New users : <>350-New content : <> 1000-Active users : > 5000-Opening documents : > 30 000-Dowloads : > 10 000

After 3 years the initial platform Einsteinbecame the reference platform under name LO Knowledge

November 2015 the new organization LafargeHolcim has also chosen it under name The Knowledge Plaza

Number of potential users becomes : 80000

Number of countries : 90

Managers use it more and more and

motivate their team

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Keys for a collaborative KM platform


Vision

Common interest

Governance

An involved & active KM team

Interesting content

Efficient and powerful platform

Customer oriented

Communicate

Train

Motivate

Animate

Involve

…Communicate again

&

collaborative knowledge management @ lafarge lh km world 2015 v6

Presentations & Public Speaking