知识管理-贝恩(Bain)咨询公司的知识管理

ThisinformationisconfidentialandwaspreparedbyBain&Company,Inc.solelyfortheuseofourclient;itisnottobereliedonbyany3rdpartywithoutBain'spriorwrittenconsent.KnowledgeManagementatBain2NYInfotodaypreez1MostexecutivesarenothappywithKMAverageof31ToolsKnowledgeManagement3.763.220.01.02.03.04.0Satisfaction(1to5)Averageof31ToolsKnowledgeManagement3.552.960.01.02.03.04.0Rating(1to5)“HowSatisfiedAreYouwithEachManagementTool?”“HowGoodisEachManagementToolatGettingFinancialResults?Source:BainManagementTools&TechniquesSurvey(2001)3NYInfotodaypreez1WhyKMOftenFailsNotenoughthoughtbeforetechnologyNotproperlydefiningKMfortheorganizationViewingKMasaseparatefunction,versusjustapartofbusinessstrategyMisguidedfocusonpeopleandprocess4NYInfotodaypreez1BainhascreatedaleadingKMcapabilityAgoodstrategyforcontentcreationandcapture-Focused,highvalueinvestmentsinintellectualcapital-DeepminingofongoinglearningsfromprojectsTheGXC-agreatKMsystem-Classification/taxonomies-Integrationofinternalandexternalcontent-Integrationoflearningandknowledge-PowerfulsearchAlean,value-addedKMteamthat-makestheprocesswork-fitsintoexistingcompanystructuresAcultureofsharing,nothoarding-Tacit-Codified5NYInfotodaypreez1WhyKMmatterstoconsultingfirmsTwocoreassets:peopleandreputationOur“product”isintangibleGlobalbusiness,butwithlocaldifferencesPartnerships,nothierarchiesNature:GenericframeworksanddataarecommoditizingIndustrylifecyclesshrinkingMoreMBAs,lowentrybarrierscompetition!GlobalserviceisrequiredTrends:“Knowledge”isacriticalcapabilityforconsultingfirms6NYInfotodaypreez1KnowledgeexampleinconsultingYou’reworkinginthePCIndustryDataKnowledgeMarketsizeMarketshareCompetitorpricesAcommodityThebestwaytosegmenttheconsumermarketHowtostreamlinethesupplychainImpactofsupplierconsolidationonOEMsAdifferentiatorWorldclassKMprogramsmanage&shareboth7NYInfotodaypreez1OverviewofBainandCompanySanFranciscoMexicoCityBostonTorontoChicagoMoscowRomeMunichMilanBrusselsLondonTokyoSeoulHongKongSingaporeSydneyDallasParisZurichBeijingAtlantaLosAngelesMadridStockholmJohannesburgSaoPauloNewYork26offices,workingin9languagesOver2,500consultingstaff,“generalist”modelStrictconflictandsharingstandards8NYInfotodaypreez1ManyKMfailuresoverourfirst26years(1973-83)“WordofMouth”(1983-93)“ExperienceCenter”(1993-99)“BRAVA”ManyattemptsatKMoverourfirst25yearsButnoneworked.Examplesofoureverydaypain…-Proposalsstillkeptbyeachpartner–requiringemailandfax-Researchtoolsweren’tsufficienttodothejob-Our“best”workwasstillinfilecabinets-Westilldependedonwordofmouthtofindexperts-Weredidthesameworkmultipletimeseachyear9NYInfotodaypreez1Bain’sapproachforgettingitrightCreateCaptureOrganizeTransferUseBusinessstrategyKMObjectivesDefineKMforthecompanyDefineyourcontentstrategy,andwhatneedstobecreatedtosupportyourstrategyDeterminehowtocapture(e.g.,format,timing)Organizeandclassifyknowledgebasedonthebusiness’“viewoftheworld”DeterminebestmodesforTransferringandsharingknowledgeEnsureformatsandaccess(e.g.,IT)makeuseaseasyaspossibleKeyelementsofKM:10NYInfotodaypreez1TheobjectivesofKMforBainWhatIt’sNotAdvancethescienceBecomefamousauthorsFancyportalsDocumentmanagementWhatItIsProvideourstaffwiththetoolsandskillstodevelopEnableourconsultingstafftoworkbetterandfaster-sellingtonewclients-startingupwork-“crackingthecase”ApplyBain’sbestglobalinsightsandapproaches-No“re-inventingthewheel”Driveclientresults11NYInfotodaypreez1Bain’sknowledgeiscenteredaroundourcaseteamsKnowledge“Needs”Bain’spointofviewontheindustryandcasetopicGreatexamplesandapproachesAccesstointernalexpertsExternalResearchKnowledge“Outputs”NewindustryinsightsNewapproaches(andsolutions)toproblemsUpdatetoBain’spointofviewInsightsonmanagingthecaseandclientClientDevelopmentCaseStart-upIn-DepthWork&RecommendationsImplementation(Partner)(Partner,Managerandteam)(1-3weeks)(1-2weeks)(1-6months)(6months+)12NYInfotodaypreez1OurcontentstrategyMajorresearchdatabasesTopexternaldatasourcesExternalcontentBain’scase&peopleexperienceSanitizedsummariesofeveryclientprojectStaffprofiles&expertiseFor“tacit”sharingCodifiedBaininsightsBain’scriticalIP-Industryverticals-Capabilityareas“Reusable”formatsShortshelflifeToolsandskillsBain’scoreglobaltoolkitEmbeddedinourstafftrainingprogramsLongshelflife13NYInfotodaypreez1TheBVUandGXCExternalcontentBain’scase&peopleexperienceCodifiedBaininsightsToolsandskillsBVU1.0Launched1999GXC1.0launched2000GXC2.0BVU2.0LaunchedOctober200214NYInfotodaypreez1GXC2.0homepage15NYInfotodaypreez1Additionalscreenshotsremovedduetosensitivity16NYInfotodaypreez110industrypagesontheGXC17NYInfotodaypreez1Presentationsareinaneasy-to-use,web-basedformat18NYInfotodaypreez1BainVirtualUniversity19NYInfotodaypreez1BVUvideomodules20NYInfotodaypreez1NewExternalSourcesPagespeedsupyourresearch21NYInfotodaypreez1TheGXChaschangedthewayBainworks“ThankstotheGXC,IwasabletopulltogetherapreezontheimpactofaproposedmergerintheinternetspacehereinAustraliainjust24hours.Thedeadlinewouldnormallyhavebeenimpossibletomeetwi