km at microsoft services: strategy, execution & culture

KM Strategy, Execution

& CultureSharing Microsoft Services KM Initiative

Knowledge Management Conference

APQC - April 10th, 2014

Jean-Claude Monney

Global KM Lead

Microsoft Services

Microsoft

Services @

a glance

75% of Fortune 1,000

Companies served

191 countries

46 languages

20,000+ Microsoft Services

employees worldwide

LARGEST Division within

Microsoft

6,000+ Consultants &

Architects

5,000+Support Professionals

© Copyright 2014 Microsoft

MissionLead and serve our

customers and partners

as they realize their full

potential through

Microsoft Devices and

Services

Common

Company

Challenges To respond to customers and

marketplaces with greater relevance and

immediacy*.

How to lead through accelerated change

and greater complexity and uncertainty?

*2013 IBM 1,500 CEO survey© Copyright 2014 Microsoft

Finance


Products


Strategy


Knowledge

Collaborationas durable competitive advantage


Knowledge Collaboration Culture


Why is KM so strategic at Microsoft Services?

Knowledge re-use is

critical to increase

productivity, predictability

& quality

Knowledge Collaboration

as durable competitive

advantage

Information is commodity,

our knowledge is our

intellectual capital

Knowledge sharing

to cope with faster

innovation cycles

At Microsoft Services,

Knowledge is our Business, it is what we sell


Reduced

delivery timePredictable quality

& effort

Increased business

performance

$

Effective knowledge

retention

Reduced ramp time

for new in role

Effective leverage

of innovation

Just-in time

readiness

Some key Knowledge Management values


Microsoft KM Vision:

Instant, Relevant

Knowledge in Context


Microsoft

Services

KM Goal:

KM 100%3

100% of

Customers

100%

Time

100%

Microsoft

Knowledge


Microsoft Services Knowledge Management Strategy

Organizational

ArtifactsOrganizational

Knowledge

Personal

Knowledge

Customer

Artifact

Projects

and Services

Organizational

IPTacit

Knowledge

Communities of

Practice KM Programs KM Tools

Explicit

Knowledge


Knowledge Culture 3

Collaboration Culture 2

The need for a

cultural

hierarchy

Exhibiting common behaviors

Sharing a common language

Establishing a sense of identity

Connecting proactively

Leveraging the communities

Thinking Globally – Acting Locally

Learning from all experiences

Re-using collective knowledge

Sharing knowledge, exposing expertise

Services Culture

(Services Foundational Principles)

1


KM Strategic

Framework

KM Goals & Metrics

KM Technology & Tools

KM ServicesKM Principles

Strategy


KM Goals

and MetricsMicrosoft Services example

Microsoft Services KM goalsKM100%3

IP re-use

IP sharing

IP innovation

IP ratings

…

LOB & Country GoalsIP ROI

Faster and more competitive proposals

Proactive Lead/Opportunity Generation

Delivery Quality and Sustainability

People Readiness

Community participation

…

MetricsActivity

Adoption

Value


KM Metrics

Roadmap

KHI(Knowledge Health

Index)

KDI (Knowledge

Discovery Index)

IP Reuse

Mobile Apps

Usage

Sentiment

Analysis

KVI(Knowledge Value

Index: Correlation

for Wins, Risks,

Opportunities, etc..)

IP ROI

Activity Adoption Value

CHICommunity Health

Index)

IP Activity

reports by

individuals(Download, sharing,

rating)

KM platform

usage reports(Visits, search, sites,

etc…)

Tod

ay

Pla

nn

ed


KM Principles Nonaka’s Model of

Knowledge Creation

and Transformation (EXTERNALIZATION)

e. g. Best practice report

(INTERNALIZATION)

e. g. Configuration guide

(COMBINATION)

e. g. Wikipedia

(SOCIALIZATION)

e. g. Conversations


Knowledge

Principles:

DIKW

Hierarchy and

Organization

Wisdom

Knowledge

Information

DataUnstructuredStructured

Wisdom


KM Services

for KM

Culture

Sample

Culture of

Knowledge

KM Behavioral Analytics Community Events

KM Maturity

Assessment & Planning Recognition


KM Analytics:

Example of

KM reports


KM Analytics

for Culture

Example:

Community

Health Index

Generic IndexGrowth

Responsiveness

Posts

Liveliness

Interaction

Specific IndexSME approved IP

Community IP


KM

Behaviorial

Analytics


KM Maturity

Assessment &

Planning

(sample)

Area Maturity

1

Maturity

2

Maturity

3

Maturity

4

Maturity

5

Financial Management Assessed

Target

Policy & Process Compliance Assessed

Target

Capability and Capacity Planning Assessed

Target

Portfolio Health Tracking Assessed

Target

Knowledge Management Assessed

Target

Partner and Subcontractor Assessed

Target

Customer Satisfaction Assessed

Target

Practice Technical Capability Assessed

Target


KM Services

for Explicit

Knowledge

Samples

Explicit

Knowledge

$


IP StandardsIP categorizations

IP publishing

Reference models

Taxonomies

KM maturity model

…

KM Services

for Explicit

Knowledge:

IP Standards

Sample

IP GovernanceIP standards

27© Copyright 2013 Microsoft

Tacit

Knowledge

KM Services

for Tacit

Knowledge


KM Services for

Explicit

Knowledge:

IP Re-use

Analytics

IP Re-use analytics using Microsoft SQL Semantic DB


This is the ultimate IP ROI measure using Big Data technics!

KM Services:

Worldwide

Communities

of Practice

Industry ArchitectureTechnical

Worldwide

Communities

Business

9,235 10,099 10,865 11,764 13,805

17,106

FY2009 FY2010 FY2011 FY2012 FY2013 FY2014*

6,000

12,000

18,000Unique Members

Key outputs:

Knowledge

Sharing &

Collaboration

IP Maturity &

Innovation

Knowledge

Retention

Organizational

Readiness

* As of Feb 2014© Copyright 2014 Microsoft

KM Services

for Tacit

Knowledge

Communities

of Practice

In a world of constant

innovation acceleration

you are as good as

your trusted network!


KM

Collaboration

Technology

& Tools*

* Sample, not exhaustive list

SharePoint/O365My site

Search

ECM

BI

Collaboration sites

Portals

Blogs

Wiki

YammerCollaboration in

context, Internal

& External

ExchangeMessaging

SQL, Excel, PowerView BI and reports

LyncInteractive document

collaboration, Inter &

External

Audio, video, presence

OfficeOutlook

Word

OneNote

PowerPoint

…

These are some technology foundation for:Company –wide KM platform

Company–wide IP repository

Project collaboration

Team collaboration

Community collaboration

Profiling & Personalization

Discovery

…

AzureStorage

LOB apps

…

OneDriveSync Devices with cloud

Supported by architecture and standards for:Taxonomy

IP categorization

IP Publishing

Templates, forms

Telemetry

…

Dynamics CRM/xRM/Netbreeze KM for customer services with social BI


//Campus:

Microsoft

Services KM

platform*

*Based on SharePoint 2010

and FAST search. Moving to

O365, SkyDrive Pro and

Azure


KM Programs

WW Communities KM Platform & ToolsKM Services


KM Platform

and Tools.

The new

Campus

Reimagined

Personalized &

intuitive user

experience

Integrated with

user work style

Device and Services centric

Industry leading

KM Solution

Reference

KNOWLEDGE


Knowledge

Collaboration

Mgt

IP Life Cycle

Mgt

Knowledge

Discovery

Innovation

Mgt

Expertise &

Skills Mgt

Reputation &

Gamification

Mgt

IP Artifacts and Knowledge Based Reference Systems

Community

Mgt

Integration

Services

BI

Services

User eXperience

Microsoft Services New KM Platform Features


Critical

Success

Factors


KM Initiative

Lessons

Learned

KM is 80% process & people, 20% technology

CoP are the brain and the nerves of KM

Connectivity & Discovery are paramount

Focus on behavior correlations

Change agents and change management

Keep overall design simple for agility/scalability


© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other

countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond

to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the

date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION

Contact:

[email protected]

www.microsoft.com/microsoftservices

© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other

countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond

to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the

date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION

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