SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013

ZAGREB, NOVEMBER 27-28 2013

SharePoint and Knowledge Management: enemies or best friends?MARKO PRŠIĆMICROSOFT CONSULTING SERVICES

sponsors

AGENDA

• Why knowledge management (KM)• Information vs. Knowledge• Knowledge in business context

• Aspects of KM• Organization• Process• Technology

• LKMS (Learning and Knowledge Management System)

• Conclusion

Information vs. Knowledge• Information

• Organized, processed, communicated data

• Can be stored• A prerequisite for knowledge• Typical SharePoint implementations

• information management & collaboration

Information overload

Information vs. Knowledge•Knowledge

• Expertize and skills gained through education as well as personal experience

• Mostly personal• Overload? Never enough• Implicit / tacit knowledge (know-how)

• cannot be formalized

• Explicit knowledge (know-what)• can be stored

Information vs. Knowledge•Knowledge in business context

• Most important asset of modern companies

• A base for innovation and profitability

• Most valuable resource• acquiring knowledge is costly and

takes time• loss of knowledge costs even more

Information vs. Knowledge•Knowledge in business context

• MAKE study (Most Admired Knowledge Enterprises): total Return to Shareholders (TRS) nearly three times the average Fortune 500 company

• Gartner: annual productivity improvement 7-30%

• Drake Beam Morin: 50% reduction in knowledge worker turnover

• Most successful companies invest 5-10% of revenue in KM

Example: Selling MS products

Example: Selling MS products•Know-what:

• Detailed information about each product (features, prices, compatibility…)

•Know-how: • Best use cases• Network of experts (know-who)

“In our world of innovation acceleration you are as good as your trusted network!”

Knowledge management (KM)• Continuous process of capturing, developing, sharing, and effectively using a body of knowledge

• How• Organization• Process• Technology

KM

Technolog

y

Processes

Organizati

on

Knowledge management (KM)Organization

• Organizational initiative/program• Program goals aligned with one or more strategic priorities

Example: Microsoft Services organization

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

Example: Microsoft Services organization• KM as organizational program with following goals:

Reduced time to decision

Reduced delivery time

Predictable quality

& effort

Increased business performance

$

Effective knowledge retention

Reduced ramp time for new in role

Effective leverage of innovation

Just-in time readiness

Knowledge management (KM)Organization

• Depends highly on internal culture

• Drive cultural changes

http://www.brandingbusiness.com/2011/09/culture-eats-strategy-for-breakfast/

ReputationRecognitionSocial connection

Example: Microsoft Services organization• Changing culture to support KM:

Knowledge management (KM)Process

Understand your learning model• On the job learning (70%)

• Collaborate - gaining knowledge through regular business activities

• Side assignments/projects (leading a community)• Evaluating knowledge assets of other people• Mentoring other people

• From others (20%)• Searching for existing knowledge or experts• Learning from a mentor• Participating in communities of practice• Networking, feedback, social

• Training (10%)• Trainings and conferences• Distance learning (AV conferences, recordings, e-Learning

seminars)

Lombardo and Eichinger model

Example: Services Campus platform

Network of people & experts

Capturing knowledge

Improving IP Quality

Harvesting & Approving IP

CustomerDelivery

(Projects)

Approved guidance & IP

Knowledge from projects

Internal Processes drive and evolve Organizational IP into Organizational Knowledge and Personal Knowledge

Campus:platform for searching

expertize, forming virtual communities, evaluating

knowledge

Community-based & Team-based collaboration

MSEngage:platform for project collaboration and

knowledge codification

Engagement-based collaboration

Example: Services Campus platformOn the job learning (70%): Project collaboration

• official project information repository• context-aware: customer, industry, technology, methodology• support for just-in-time knowledge: templates, LL, similar projects• knowledge nomination

Example: Services Campus platformOn the job learning (70%): Knowledge sharing

• Knowledge sharing• Mata-data• Knowledge evaluation

Example: Services Campus platformOn the job learning (70%): Knowledge evaluation (relevancy)

Example: Services Campus platformOn the job learning (70%): Knowledge reuse measure

IP re-use measure using Microsoft Semantic SQL

This is the ultimate IP re-use measure - factual calculation of IP ROI!

Example: Services Campus platformLearning from others (20%): Collaborative knowledge base (My IP)

Example: Services Campus platformLearning from others (20%): Communities of practice

FY2009 FY2010 FY2011 FY2012 FY2013 FY2014* 6,000

12,000

18,000 9,23

5

10,099

10,865

11,764

13,805

15,661

Unique Members

Example: Services Campus platformLearning from others (20%): Finding explicit or tacit knowledge

Example: Services Campus platformLearning from others (20%): Finding explicit or tacit knowledge

Example: Services Campus platformFormal training (10%): Learning management subsystem

Catalog of e-Learning courses, on premise events (conferences) and learning programs:

Knowledge management (KM)Technology capabilities

Learning model Activities Technical capabilities

On the job learning

• Gaining knowledge through regular business activities

• Side assignments: community activities, side projects etc.

• Evaluating knowledge assets of other people

• Mentoring other people

• Basic workgroup collaboration, project portals

• Virtual communities

• Knowledge nomination and evaluation (workflow)

• Mentoring process support

Learning from others

• Searching for existing explicit or tacit knowledge

• Learning from a mentor• Participating in virtual

communities• Providing feedback, social

networking

• Knowledge base, expert pools

• Mentoring process support• Virtual communities• Collaborative knowledge base,

BSN

Formal training

• On-site conferences and trainings

• Distance learning (AV conferences, recordings, e-Learning seminars)

• Learning record• AV/conferencing system,

recordings repository, e-Learning support

• Develop capabilities to support learning process

LKMS

• Example of SharePoint-based Learning and Knowledge Management System (LKMS)

• Realized as SharePoint 2013 solution (not an “App” – yet!)

• Aggregated best practice of Microsoft Corp.• Leveraging existing SharePoint functionality

(collaboration, search, WF...)• Build specific capabilities for knowledge

management and learning• Applicable to enterprise customers in “Adriatics”

region (not Microsoft!)

LKMS

Assignments & Programs

Knowledge catalogVirtual

communities

Knowledge base(documents, templates,

presentations, articles, AV conferences…)

SMEs

HR

Employees

LKMS

Learning and knowledge management - basic

Platform

Unified Communications

Document ManagementCollaboration RDBMSSearch

Web portal andnotifications

Reportingsubsystem

Knowledge base Education

assignments

People and groupmanagement

Knowledge catalog (search)

Learning and knowledge management - advanced

E-LearningExpertize,

virtual commun.

Knowledge verification

Classroomlearning management

Virtual classroom

LKMS

CONCLUSION

SharePoint plain functionality SharePoint for KM

• Information management• Project collaboration• Search

• Separate KM workspace• Support for managing explicit knowledge

• Knowledge nomination and evaluation• Metadata management• Knowledge maturity (relevance)• Knowledge improvement (feedback)• Knowledge catalog (search)

• Support for managing tacit knowledge• Communities of practice• Expert nomination and evaluation

• Support for just-in-time learning• Instant messaging, AV conferences, e-

Learning• Learning programs

• SharePoint and Knowledge Management

questions?

MARKO.PRSIC@MICROSOFT.COM

thank you.

SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013

ZAGREB, NOVEMBER 27-28 2013