德勤咨询-如何在咨询企业中转移知识

DeloitteConsulting1MarthaKHeyman,MLISCompromisesalongtheWayDeliveringKnowledgeManagementServicesinaConsultingFirmDeloitteConsulting2ScopeofDiscussionAssetCreationAssetStorageAssetUseKnowledgeAssetLife-cycleFigure1captureretrieverepurposeAssetCreationAssetStorageAssetUseKnowledgeAssetLife-cycleFigure1AssetCreationAssetStorageAssetUseKnowledgeAssetLife-cycleAssetCreationAssetStorageAssetUseKnowledgeAssetLife-cycleAssetCreationAssetStorageAssetUseKnowledgeAssetLife-cycleFigure1captureretrieverepurposeDeloitteConsulting3ContextMatters–KnowledgeEnvironmentVaries•Wherethefirmcompetesdeterminesbusinessmodel–Differentcorecompetencies,–Differentcorporateprocesses•Businessmodelconstrainshowknowledgeassetscanbeeffectivelymanaged–Determinesnatureoftheknowledgeassetlife-cycle–InfluencesthenatureoftheknowledgeassetsDeloitteConsulting4Knowledgelife-cyclevaries•ConsultingFirm–Highrateofcreation–Closelylinkedwithrevenuegeneration–Short-termvalue–Highchurn•ChemicalManufacturer–Slowrateofcreation–Distantlinkwithrevenuegeneration–Long-termvalue–Slowturn-overDeloitteConsulting5Characteristicsofknowledgeassetsvary•ConsultingFirm–Repurposed–Rarelyused“asis”–Knowledgecomponentsmorevaluablethantotalasset.(Partsaregreaterthanthesumoftheparts.)•ChemicalManufacturer–Rarelyrepurposed–Frequentlyre-used–Completeassetmorevaluablethanthecomponents(Sumisgreaterthantheparts.)DeloitteConsulting6ConsultingFirmStructureSevenindustrypracticeareasMfgHealthCareComm.ConsumerBusinessEnergyPublicSectorFSIStrategy&OperationsPeopleTechnologyDeloitteConsulting7InTheory,ThereareStandards•Intentistoensure….–sustainableandconsistentaccesstotheknowledgeassetsovertimeandacrossdisciplines–therightcontentcollected,attherighttime,intherightformatandstoredinamannerfacilitatingfastandaccurateretrievalattherighttimeDeloitteConsulting8CompromiseOneManageknowledgewhereit’screated,butdothatwithinaglobalsystem.•Knowledgeandvaluearecreatedatthepracticearealevel•Ifliterallymanagedatthepracticearealeveltherewouldbe–multiplesilosofknowledgeinthefirmwith–nocross-fertilizationbetweenpracticeareas.•Avoidsilosbyusingasinglefirm-widerepositoryfortheknowledgeassets.DeloitteConsulting9CompromiseTwoNosinglescopedefinedforthemega-collectionwithintherepository.•Scopeisanaggregationofthepracticeareas’businessneeds–Oneareamayfocusoncollectingonlyproposals–Anothermayfocusoncompletedprojectdeliverables–Firstcollectionfocusedonsupportingsalesefforts–WhilethesecondfocusedonsupportingservicedeliveryDeloitteConsulting10CompromiseThreeInconsistentindexingofcontent………•Inconsistentuseofmeta-datafields–Authorvs.ContentOwner–ContentType•Afewpracticeareasassigncontrolledtermstotheircontent–Buteachdoesitdifferently–AndthetermsarenotgenerallyknownoutsidethepracticeareaDeloitteConsulting11CompromiseFourFollowthemoney,regardlessofthe‘true’natureoftheasset.•IndexedbasedonwhichPracticeAreaiscreditedwiththerevenue•Alargepharmaceuticalsfirmindexedto:ManufacturingProcessChemicalsratherthanHealthCareLifeSciencesPharmaceuticalManufacturingDeloitteConsulting12CompromiseFiveTheskyisnotalwaysblue,evenwhenitis.•Ideal:–Contentprimarilydiscussesmanufacturingissues,soitisindexedwith‘manufacturing’.•Whatreallyhappens:–Contentisalsoindexedbasedon“whomightwanttoseeit”–ContentistaggedtomanufacturingandconsumerbusinessDeloitteConsulting13CompromiseSixRetainoutdatedcontentbecauseitisfreshcontentforsomeoneelse.•Workcouldbeinsignificantfortheindustrypracticearea,•Workmayrepresenteither–thecorecompetency,–abestpractice–orbecuttingedgeservicedeliveryforthecompetencypracticearea.DeloitteConsulting14BarelyContainedChaos•Consensusprocess•Trade-offsbetweenpracticeareaneeds•SucceedsatsupportingbusinessobjectivesacrossthefirmDeloitteConsulting15WhyDoesitWork?•Notreallycompromises–iterativeprocesstoidentifyafinerlevelofgranularity•Standardsappliedagainstknowledge“packets”withintheknowledgeasset,notagainsttheassetitself•Multiplesetsofstandardscohabitating•Minimalcosts,maximumflexibility