intranet portals for universities intranet portals for universities – application integration and...
TRANSCRIPT
Intr
anet
Port
als
for
Univ
ers
itie
s Intranet Portals for Universities –
Application Integration and Effective Communication
Dr. Norbert JesseUniversity of Dortmund
Intr
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AgendaAgenda
Portals…
…Motivation and Objectives
…Mode of Operation
… Integration
… Distribution
… Workflow
… Communication
… Realisation
Intr
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What is a Portal?What is a Portal?
Brings together content from diverse distributed resources
Using technologies such as cross-searching, harvesting, and alerting
Collate this into an amalgamated form for presentation
Usually via web browser For users: possibly personalized, single point
of access
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Definition (Source: SAP AG)Definition (Source: SAP AG)
An enterprise portal makes information, services and applications company-wide available - also merging heterogeneous system.
The objective is to optimise company-wide co-operation and to improve the ability to make excellent and efficiency decisions.
Furthermore, the portal shall bring all the available information and tools to an individual under one user interface according to his special needs.
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A Company‘s PerspectiveA Company‘s Perspective
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University of Dortmund: University of Dortmund: StructureStructure
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- Universities are complex institutions with (at
least) 3 action levels: Administration, Faculty, Institute/Chair- Teaching, Research, Administration- Our Customers = Students- Staff = in some ways autonomous- Complex Workflows
The ProblemThe Problem
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ObjectivesObjectives
Strategic Objectives- to deliver the relevant, integrated data for
the decision making process (Cockpit, Dashboard, MIS)
- to tighten and optimise workflows and communication
- to optimise the work from the perspective of the user: simple and easy-to-use user-interface
- to collect the available knowledge systematically; store and retrieve easily
Save money and time
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ObjectivesObjectives
Technical Objectives- Integration of Content-, Document- and
Knowledge Management- Groupware-Functions (Calendar, Task list, …)- Integration of Applications- Web-adaptation of propriety systems- Systematic and local document management
(„Excel: list of absence“, „Access: IT-administration“, „HTML: FAQs“ etc.)
- Home of future applications, esp. „smaller“ systems
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Decision: to make all the central business processes completely accessible via the web- end-to-end online support for all academic processes for students, faculty and central staff- production of comprehensive catalogue of all courses which can be searched according to various criteria- realisation of a database of completed and current research projects (tool for knowledge exchange)- electronically supported processes for submission of research requests and their internal processing
ETH Zurich: A VisionETH Zurich: A Vision
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Knowledge Storage-Platform
House of Knowledge
PORSCHE: House of Knowledge
Knowledge Management at Porsche Engineering
Spe
cific
pur
pose
kn
owle
dge
foru
m
Pro
ject
dat
abas
e
Lite
ratu
re
data
base
Sem
inar
an
d co
nfer
ence
da
taba
se
CA
D D
raw
ings
ar
chiv
es
IT-Platform Search Engine
■ Holistic Approach to Knowledge Management:
Men and Women – Organization – Technology
Culture of Enterprise and Management
Integration and Communications Visions and
StrategiesCorporate
ConsciousnessRoles and
Coordination
Non-monetary indices
■ Technology
■ Organization
■ Men and Women
Yel
low
Pag
es
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- Mode of Operation -
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„„History“ of PortalsHistory“ of Portals
1.Generation: another form of glittering „booklet“ made by a creative agency; regular „re-launch" with new content.
2.Generation: update of content with help of a CMS; structured data (title, teaser, picture, text, validity period etc.)
3.Generation: integration of business transactions, workflows, data from other vendors' systems; a central cockpit of the company
1.
2.
3.
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„„History“ of PortalsHistory“ of Portals
„Problem" of the 1. Generation: update of the data; changes often depending on the support of the agency.
„Problem" of the 2. Generation: re-engineering of the workflow; new workflows must be programmed.
3. Generation: aiming at the greatest possible independence regarding both changes of data and workflows.
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3rd Generation Portals3rd Generation Portals
Publication (1st Generation)Applications & workflows (workflow engines) User, rights management & personalisation
Data management, version control etc.Integration
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Differences: Intranets vs. the Internet
Intranets Internet
Proprietary information Public information
Aimed at employees Aimed at outsiders
Collaborative communications Financial transactions
Process oriented Sales and marketing oriented
Transforms organizations Transforms customer/sales cycle
Emphasis on work groups, teams and intradepartmental flow
Emphasis on single point of contact with the orgasnisation and user profiling
Creates a learning organization Creates brand awareness
Needs to be highly decentralized Needs to be highly centralized
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Mode of OperationMode of Operation
Integration of Data - integration of relevant data sources and
consolidation of the data Distribution of Data - distribution of the data to all relevant
individuals at the right time Workflows - processing of the data under clearly defined
condition by responsible individuals Communication - communicate and document whenever
necessary
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Data IntegrationData Integration
ERP(SAP, Navision, ...)
Communication(EMail, Fax, Letter, ...)
MS Office(Excel, Access, ...)
Dedicated SW(Office Space Mgmt.,
Enrollment, ...)
Services(Library,
Media Centre, ...)
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Data IntegrationData Integration
ERP(SAP, Navision, ...)
Kommunikation(EMail, Fax,
Brief, ...)
MS Office(Excel, Access, ...)
Special Software(Office Space Mgmt.,
Enrolment, ...)
Services(Library,
Media Centre, ...) UniversityPortal
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Data IntegrationData Integration
Structured Data- Usually stored in a database, e.g. Oracle,
SQL Server, DB2, MySQL, PostgreSql, …- Data are structured in arrays with special
relationship to one another (student, employee, main contact person, offer etc.)
- Complex searching possible, e. g. „all students from PO-area xyz with semesters > 9 in 2004, without examination abc“
- Systems like ERP / Accounting Systems, Address Databases, CRM, employee‘s data, Procurement Database etc.
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Data IntegrationData Integration
Un- and Semi-Structured Data- Usually stored in a File, e. g. Word-Document,
PDF, Chart, Image etc.- If necessary, enriched with structured data (e.
g. metadata, students and / or project classification)
- full-text retrieval functionality necessary- File system, Document Management (DMS),
Content Management System (CMS)
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Mode of OperationMode of Operation
Integration of Data - integration of relevant data sources and
consolidation of the data Distribution of Data - distribution of the data to all relevant
individuals at the right time Workflows - processing of the data under clearly defined
condition by responsible individuals Communication - communicate and document whenever
necessary
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Data DistributionData Distribution
UniversityPortal
Intranet
Extranet Internet
• Employees• Students• Examinations• Co-operating Inst.
• Supply Management• Ministry of Edu. Etc.
• Research • Press / Media• …
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Data DistributionData Distribution
Portals are based on Web-Technologies, i.e.- Access via Web-Browser; no special software
required- Internet connectivity (WLAN, UMTS) sufficient- All further restrictions are essential part of the
rights management - Objective: access via one system and
segmentation with respect to Internet, Extranet, Intranet (etc.) by rights management
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Mode of OperationMode of Operation
Integration of Data - integration of relevant data sources and
consolidation of the data Distribution of Data - distribution of the data to all relevant
individuals at the right time Workflows - processing of the data under clearly defined
condition by responsible individuals Communication - communicate and document whenever
necessary
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Workflow: Oral ExaminationWorkflow: Oral Examination
Outmoded workflow- Student asks examiner for exam. date- Student goes to exam. office to ask for reg. form- Student goes to examiner – examiner signs the form- Student brings form to exam. office- Exam. office mails exam. questionnaire to examiner- After exam.: examiner sends questionnaire to
exam. office
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WorkflowsWorkflows
Portal substitute paper-based workflows, e.g.- Application for leave- Application for reimbursement of travel
expenses- Appropriation requests- Procurement, e.g. IT-Equipment- Student enrolment- Project management- Meetings: invitations with agenda, compilation
and distribution of minutes- …
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WorkflowsWorkflows
Besides the data storage aspect: complete workflows will be affected and represented electronically
Example „apply for leave“:- Employee: apply for leave- (Direct?) superior: approve holiday (checking
collisions etc.)- Proxy: provide information to the proxy (e.g. if
direct superior is not available) - Where required: approval by the
Faculty/Department Necessary: Communication (and
documentation of the interaction)!
Intr
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Mode of OperationMode of Operation
Integration of Data - integration of relevant data sources and
consolidation of the data Distribution of Data - distribution of the data to all relevant
individuals at the right time Workflows - processing of the data under clearly defined
condition by responsible individuals Communication - communicate and document whenever
necessary
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CommunicationCommunication
Example: application for leave- Information about this application absolutely
necessary- Push-Approach: superior receives an E-Mail
and goes via Link to „approval/disapproval“- Pull-Approach: superior sees on his home
(intranet-) page a list of still-to-decide topics- If necessary: he has to call back the employee
to clarify things – the communication can take place separately (E-Mail, Phone) or within the system (Notice, Messenger)
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CommunicationCommunication
Modes of communication- Forum- Messenger / Chat- Notice in writing, News(letter)- Poll / questioning
Additional advantage: Documentation -Content stored and ready for retrieval, e. g. for project team or whoever is involved
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Mode of OperationMode of Operation
Integration of Data- Integrate all relevant
data sources and consolidate the data
Distribution of Data- Make available all data
to the relevant persons, anytime
Workflows- Handle the data in a
defined state in a sequence of persons
Communication- Support and document
all the required information / communication
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ExampleExample: : Platform for Platform for CollaborationCollaboration
The essential point: networking of people- Team calendar, Project plans- Joint project management including task
description and checking of efforts (time, money)
- Storage of all “project” related documents- Communication via “project” forum, news etc.
(instead of E-Mail)- Access to all versions of documents,
procedure version control, including external partners
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Nice Side-effectNice Side-effect
Platform for „floating“ business tasks- Business tasks where no dedicated software is
available or not a reasonable buy- Solved usually with Excel or Access –
accepting all the „well-known“ problems- Examples differ according the size of the
institutions: contract management, administration of keys, list of phone no., documentation of accidents, company-wide creativity competition, QM-Book, visitor management (reception)
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- Realisation -
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Tools forTools for Realisation Realisation
Individual Programming- Based on Application Server;
e. g.. J2EE based- WebSphere Application Server
„related“ Software- e.g. Notes/Domino
dedicated Software- PlumtreeIntrexx Xtreme
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Technology: a Critical IssueTechnology: a Critical Issue
Software-Basis- „Nothing“ (LAMP, J2EE, ...)
Database
- CMS (Pironet, Vignette, Gauss) Rights Management, ...
- Groupware (Domino/Exchange) Communication, ...
- Standard Software (Intrexx) Template, Application Designer, ...
Factor 2-3
Factor 2-3
Factor 2-3
Reduction
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Development Process: Development Process: WaterfallWaterfall
Problem ReviewProblem Review
DesignDesign
ImplementationImplementation
TestTest
InstallationInstallation
Service/Maint.Service/Maint.
Requirements Definition
Spezification
Dokumented Programme
Tested Programme
Application/Product in use
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Development ProcessDevelopment Process: Spiral : Spiral ModelModel
a) Analysis b) Design
c) Implemen-tation
d) Test &Evaluation
NextGeneration
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Thank you for your attention !
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Potencials / User‘s PerspectivePotencials / User‘s Perspective
Potentials for Rationalisation- Workflows- Matching of data / Quality of Data- Communication- Fees for software (e.g. ERP-systems)- Software development process- Rollout of dedicated software / Teaching
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- Applications, Benefits, Potentials -
Intr
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s High-performance and flexible ICT infrastructure an important success factor in global competition - universal, cable-linked network
- Identity Management System (for students and employees)- ample provision with hard- and software guaranteeing easy access to information sources and electronic services for all ETH members
ETH ZurichETH Zurich
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RealisationRealisation
Software (Sample)- SAP Enterprise Portal- Oracle eBusiness Suite- Intrexx Xtreme
Portal Server- IBM WebSphere
Portal Server- Microsoft Sharepoint
Portal Server- Plumtree- Lotus Notes / Domino
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Intrexx Xtreme: ArchitekturIntrexx Xtreme: Architektur
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Architecture, Example (Source: Architecture, Example (Source: Pironet)Pironet)
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Example: Intrexx XtremeExample: Intrexx Xtreme
Fundamentals- Environment for flexible, easy design,
implementation and running of portals- 500.000 user, approx., >>1.000 customer- Strong potentials to integrate the IT-
infrastructure- Main principle: template-based application
development- Rigid use of standards- Roll-based user administration and
personalisation
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Creating Individual Solutions with Standard Technology and - Platform
Intrexx Xtreme: Basic ApproachIntrexx Xtreme: Basic Approach
Principle: Software „assembled“ instead of „programming“; application building from „modules“
Powerful application designer (forms, complex fields, reports, graphical presentation) enables very fast „development“
„Tool box“ up-gradable (Java/XML)
=> to build in extremely short time Prototyp-solutions and define transparent specifications of the wanted system
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ExampleExample
Application Designer (left: Tool Box, right: Design of a Form)
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ExampleExample
Place an Element within the Form
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ExampleExample
User Interface (Presentation in the Browser; only an Example)
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ExampleExample
User Interface (the same portal, same form; different Layout)
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Intrexx Xtreme: Moduls Intrexx Xtreme: Moduls (Sample)(Sample)
CRM Resource Management
(Meeting Rooms …) Document Management Application for Leave Internal Procurement Project Management Contract Management Help-Desk Image Database Archive Reports (Visitors, etc.) Car Management
Asynchronous one-way Communication: Distribution of „News“ und latest news to well-defined groups
Asynchronous double-sided Communication: Forum
Synchronous double-sided Communication : Instant Messaging / Chat and News
FAQ Time Monitoring Reporting / Report
Generation
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How to StartHow to Start
Project Definition and Typical Realisation- „Start up“ Workshop- Contract and requirement specification;
instead of verbal description a first prototype to clarify specifications and support communication
- Modular project design with immediate feedback
- „Kick Off“ Workshop for user (Human Integration)
- ...
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Project Project PhilosophyPhilosophy
Recommendations- Start small, then grow
But: requires a kind of „tool box-approach“!
- Anyhow: take the requirements of „tomorrow“ into account
- Sane (!) pragmatism usually pays off- Considered growing needs in your concept- Grow iteratively; ask the employees with a
questionnaire (e.g. online)
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ProblemProblem
Approach is typical for „monolithic“ project, but not appropriate for dynamic, modular portal building
Requirements change frequently- many increments (increasing acceptance of the
portal)- adjust bad planning
(Status Quo doesn‘t meet the real needs)- responsible individuals change or organisational
change (merging, acquisition, …)- workflow changes or optimisation necessary- changes in the field of the integrated software
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Typical CostsTypical Costs
Relevant ….- License Fees for Basic Software- Support / Maintainance for Basic Software- Customizing / Development- Integration- Hardware Investment- Cost of Ownership- Start-up Costs / Training etc.
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Sources of KnowledgeSources of Knowledge
about 42 % in employees‘ brains
about 26 % in paper documents
about 20 % in electronic documents
about 12 % in electronic knowledge databases
Where is the expert?How can I find him?Who has previously worked in this field? What were his or her experiences?Where can I read about that?...
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KM is More Urgent than Ever …KM is More Urgent than Ever …
Half-life of engineering knowledge: about 5 years
90 % of all scientist ever are living today
17 million different chemical compounds
20,000 journals about bio-medicine exist worldwide
Firms make use of only 20-40 % of available information
IDC-study shows that the big 500 lose $24b a year
American federal government: 36.5b e-mails a year
Seeking knowledge consumes 35 % of working time
At IBM, 49 departments in 27 different fields are
analyzing the same competitors
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Global trendsGlobal trends
increasing speed of innovation
employees‘ mobility growing
staff reductions
strategic realignment of the enterprise
more complex, more intelligent and knowledge-based products: „...the age of intelligent systems...“
business processes and decision-making are increasingly based on information
life-long learning
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Learning ...
possibility of annotations (private or public)
asynchronous communication („notes to notes“, newsgroups,
boards etc.)
synchrounous communication (chat, virtual tutors)
dynamic teaching (question and answer)
adaptive systems (completion of the data pool)
customization (learning styles, personal background of
experiences, learners/tutors)
background libraries
personal workspace
authoring on the fly
quality control (tests and checkpoints)
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Interaction of Learning and Knowledge
Instruction centered Learner centered Team centered
Information Transfer /Reproduction
Knowledge Transfer /Skill Acquisition
Shared Knowledgeabout Problem Solving
Interactive Technology
Collaborative Technology
Distributive Technology
Intr
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s Where are the knowledge carriers for this business process located?
How do these knowledge carriers collaborate? How do they handle their knowledge?
What other employees are also in need of this knowledge?
How can this knowledge be edited for others? Which knowledge categories allow for the easiest
access? How can other employees retrieve this knowledge? Which knowledge is missing? How can knowledge be filtered in order to prevent
overload?
The starting point: (W)H-Questions
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The Building Blocks of KM
knowledge storage
knowledgeidentification
knowledge
acquisition
knowledge development
knowledge
distribution
knowledge use
knowledgemaintenance
knowledgetargets
knowledge valuation
feed-
back
Source: Probst/RomhardtSource: Probst/Romhardt
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Knowledge targets determine a direction of knowledge management activities
(normative, strategic, operative)
Knowledge identification Defining the relevance of internal and external information (criteria!)
Knowledge acquisition Acquisition strategies are necessary for the acquisition e.g. of shareholder knowledge Knowledge of external knowledge carriers (recruitment of experts) Knowledge products (software, patents, CD-ROMs) mobile web-agents
Knowledge development Fostering creativity as well as systematic problem-solving capabilities
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Knowledge distributionWho needs to know what and to what extent?How should the knowledge be distributed?
Knowledge use Convincing the potential users
Knowledge maintenance Concepts for appropriate storing and updating
Knowledge valuationDetermining how the attainment of the targets can be assessed or evaluated (operationalization of targets)
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Building Blocks Instruments and Measures
Knowledge identification ■ „Yellow Pages“
■ Knowledge map
Knowledge acquisition and Knowledge develoment
■ Knowledge brokers
■ Cooperation
■ Recruitment
■ External consultants
■ Acquisition of knowledge products
Knowledge distribution ■ Employee training
■ Job-rotation
Knowledge use ■ Incentives
■ Communities of Practice
■ Systematic further training
■ Job-rotation
Knowledge conservation ■ Knowledge manager / Knowledge employee
■ Internal consulting
■ Mentoring programs
■ Documentation of important processes
■ Lessons learned
■ Electronic brain
Knowledge valuation ■ Balanced Scorecard
Instruments and Measures
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Sekundär-Organisation
Sekundär-Organisation
Primär-Organisation
Primär-Organisation
WM in der OrganisationWM in der Organisation
Brückenschlag durch Wissensmanagement
Wissens-management
Wissens-management
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Methoden und Werkzeuge
Human
Process
Technics
Identify Save Transfer ProduceKH
IT für WMIT für WM
Content- /Dokumenten-Management
Patent-management
Innovations-Management
Kundenmanagement
Schnittstellenmanagement
Who is Who DebriefingDebriefing Diskussions-foren
Experten-netzwerke
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Requirements: Modular Requirements: Modular ComponentsComponents Ein Intranet sollte stets aus Bausteinen zusammengesetzt werden
und keine monolithische Struktur haben – Informationen sind vernetzt!
Vorteile:- Controllability- Use of „Templates“- Gradual Expandability - Simple (with respect to Design and Usage)- Openness (for Expansions, Supplements, …)- Distributed Responsibility etc.
„Start small, then grow“
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Thank you for your attention !
Intr
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Managing Knowledge Managing Knowledge – – From Theory From Theory to Practiceto Practice
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The problemThe problem
„We drown in information, but we are thirsty for knowledge !“
John Naisbitt
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Anforderung: Modularer Anforderung: Modularer AufbauAufbau
Moderne Software für die Entwicklung von Intranets bietet entsprechende „Building Blocks“ an („Vorlagen“, „Puzzle Steine“, „Schablonen“)
Diese Vorlagen müssen anpassbar sein:- Optischer „Zuschnitt“ auf CI- Rechtestrukturen- Datenstrukturen und „Erfassungsmasken“- Workflows- Freie Programmierung
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Definitions ?Definitions ?
Knowledge Management
refers to organizing and administrating the complete knowledge of an organization.
must be geared towards the goals of the organization and should help to attain these goals.
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■ Lack of strategies and lack of
transfer from business goals to
knowledge goals
■ Little documentation of knowledge
■ Little exchange of knowledge
■ Lack of techniques for acquiring
external knowledge
■ Lacking integration of knowledge
management into everyday work
■ Retiring experts leave huge gaps
■ Little utilization of decentral
knowledge bases
■ Unstructured data stock
■ Over-valuation of IT
■ Lacking use of existing IT
■ Lack of overall view about KM
technology
■ Little support by the company
management
■ Lack of incentive systems
■ Inadequate “culture of errors” and
lacking cross-border
communication
■ Inability and fear of sharing
■ Lacking preservation of precious
knowledge
■ Lacking valuation of knowledge
■ Lacking guidelines or standards
■ …
„Knowledge problems“ at SMEs
Source: KPMG, BWT
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Goals of Knowledge ManagementGoals of Knowledge Management
provide the necessary knowledge at the relevant time in adequate quantity to the right persons (it should facilitate knowledge sharing)
develop an integrated IT-System which taps the enterprise-specific core knowledge from internal and external sources of information, structures and administrates it and thus supports the development of new knowledge
Intr
anet
Port
als
for
Univ
ers
itie
s
Goals of Knowledge ManagementGoals of Knowledge Management
provide the necessary knowledge at the relevant time in adequate quantity to the right persons (it should facilitate knowledge sharing)
develop an integrated IT-System which taps the enterprise-specific core knowledge from internal and external sources of information, structures and administrates it and thus supports the development of new knowledge
Intr
anet
Port
als
for
Univ
ers
itie
s
Data
Information
Knowledge
Capability
Action
Competence
Competitiveness
+ acting right
+ willingness
+ connection to applications
+ networking (context, expe-
riences, expectations)
+ meaning
+ syntax
The Staircase of Knowledge
Strategic
Knowledge Management
Data, Inform
ation and K
nowledge Management
(operative)
Source: KPMG, BWT
Intr
anet
Port
als
for
Univ
ers
itie
s
MotivationMotivation
Information requirements- Meaningful and precise- Up-to-date- Employees, students and supplier- Not depending on technical systems- Accepting the given rights within the institution- Rights to read and write - Access as easy as possible
Enterprise Portal- Must be the solution to these requirements !!!!!