From the Back Office to Strategic Thought Leadership Driving Organizational Value with Knowledge Management APQC Houston, May 13 th, 2011 Helen Clegg Hugo Evans
[Herding Cats Video] A.T. Kearney xx/mm.yyyy/00000 2
Agenda Who We Are The Journey The Framework Going Forward A.T. Kearney xx/mm.yyyy/00000 3
Who We Are A.T. Kearney A large and growing company $786 million in annual revenues Approximately 2,700 consultants worldwide A global services organization 54 offices in 37 countries Key dates 1926: Predecessor firm established 1995: A.T. Kearney becomes wholly-owned subsidiary of EDS 2006: A.T. Kearney completes management buyout from EDS Office Locations Americas Atlanta Boston Chicago Dallas Detroit Mexico City New York Source: A.T. Kearney San Francisco São Paulo Toronto Washington, D.C. Asia Pacific Bangkok Beijing Hong Kong Jakarta Kuala Lumpur Melbourne Mumbai New Delhi Seoul Shanghai Singapore Sydney Tokyo Middle East Abu Dhabi Dubai Johannesburg Manama Riyadh Europe Amsterdam Berlin Brussels Bucharest Copenhagen Düsseldorf Frankfurt Helsinki Kiev Lisbon Ljubljana London Madrid Milan Moscow Munich Oslo Paris Prague Rome Stockholm Stuttgart Vienna Warsaw Zurich A.T. Kearney xx/mm.yyyy/00000 4
Who We Are A.T. Kearney Procurement & Analytic Solutions A.T. Kearney xx/mm.yyyy/00000 5
The Journey A.T. Kearney xx/mm.yyyy/00000 6
The Journey- Typical Organizational Structure Email Leadership Sales & Marketing Finance IT Design & Engineering Production KM Training Administration A.T. Kearney xx/mm.yyyy/00000 7
The Journey- The Reality in Terms of Importance Email Leadership Sales & Marketing Finance Design & Engineering Production Administration IT KM Training A.T. Kearney xx/mm.yyyy/00000 8
The Journey- Moving from Cat Herders to Strategic Thought Leaders Leadership Administration Sales & Marketing Finance Design & Engineering Production KM/Tech/Training Aligning KM strategically and commercially within our business units A.T. Kearney xx/mm.yyyy/00000 9
The Journey- Going From This To This A.T. Kearney xx/mm.yyyy/00000 10
The Journey- Moving Away From Low Value Activities A.T. Kearney xx/mm.yyyy/00000 11
The Journey- Teaming and Building Cross-Departmental Relationships KM and Tech Teams need to work together in a strategic partnership both sides have to invest A.T. Kearney xx/mm.yyyy/00000 12
The Journey- Defining Knowledge Knowledge is Text, Audio, Video Relevant Actionable Dynamic Knowledge is not Documents Siloed Hard-to-find Managed Knowledge takes many different forms and cannot be managed A.T. Kearney xx/mm.yyyy/00000 13
The Journey- People, Process, and Technology Collaboration characteristics People Process Technology Stage 1: Top Down Stage 2: Peer to Peer Stage 3: Networked Geographically driven interactions Limited to rudimentary technologies Silo building (inadvertent or deliberate) Changes to workforce Leverages emerging technologies Adapting to enterprise decentralization Multi node connections (both internal and external) Sharing and receiving of knowledge Collaborative analytics Real time exchange of actionable information A truly collaborative environment is key to unlocking the potential of an organization A.T. Kearney xx/mm.yyyy/00000 14
Commercially focused KM framework embedded into our delivery processes A.T. Kearney xx/mm.yyyy/00000 15
Framework Pillar One (PMO)- Embedding Operational Processes A.T. Kearney xx/mm.yyyy/00000 16
Framework Pillar Two (Visibility)- Providing Relevant Information Analytics is key element of KM, but it is rarely discussed A.T. Kearney xx/mm.yyyy/00000 17
Framework Pillar 3 (Research)- On-demand Research Partner Network American markets European markets Global markets Supplier identification Supplier profiles Procurement & Analytic Solutions Knowledge Management Asian markets Competitive intelligence Supply market analyses Price benchmarking Telephone research A.T. Kearney xx/mm.yyyy/00000 18
Framework Pillar 3 (Research)- Advanced Supply Market Research Marketing collateral Project workflow Our on-demand research partner network has direct value to clients A.T. Kearney xx/mm.yyyy/00000 19
Framework Pillar Four (Results) Tangible Results Database Our results database has been modified and adapted for clients A.T. Kearney xx/mm.yyyy/00000 20
Framework Pillar Five (Distillation)- WikiPAS Content is dynamic and open to all for editing A.T. Kearney xx/mm.yyyy/00000 21
Framework Pillar Five (Distillation)- WikiPAS Participation tools, rating, commenting, tagging One way we collect knowledge A.T. Kearney xx/mm.yyyy/00000 22
Framework Pillar Five (Distillation)- Podcasts 71 podcasts to date; cumulative total of 53820 downloads A.T. Kearney xx/mm.yyyy/00000 23
Framework Pillar Five (Distillation)- WikiPAS, Delivered to a Client A.T. Kearney xx/mm.yyyy/00000 24
Framework Pillar Six (Syndication)- Taking Distilled Content and Making it Widely Available for Consumption A.T. Kearney xx/mm.yyyy/00000 25
Framework Pillar Seven (Centers of Excellence)- A.T. Kearney xx/mm.yyyy/00000 26
Framework Pillar Eight (Governance Lite)- We Started with the Peace and Free Love Model A.T. Kearney xx/mm.yyyy/00000 27
Framework Pillar Eight (Governance Lite)- We Started with the Peace and Free Love Model A.T. Kearney xx/mm.yyyy/00000 28
Framework Pillar Eight (Governance Lite)- We Made Some Adjustments Put in high level structures Tracking Let growth happen organically Adopt the gardening method DON T RESTRICT THE SYSTEM A.T. Kearney xx/mm.yyyy/00000 29
Going Forward- A.T. Kearney xx/mm.yyyy/00000 30
Going Forward- Knowledge Management is an Oxymoron PPT + DOC + XLS Knowledge People + the right Process + an effective Tool = Knowledge Enablement A.T. Kearney xx/mm.yyyy/00000 31
Going Forward- Knowledge Enablement The Data and Tool Waves Knowledge cannot be controlled much less managed The goal is to enable people through technology and process A.T. Kearney xx/mm.yyyy/00000 32
Going Forward- Maximizing Impact (through syndication) A.T. Kearney xx/mm.yyyy/00000 33
Going Forward- Maximizing Impact (through syndication) A.T. Kearney xx/mm.yyyy/00000 34
Conclusion KM Team Enable knowledge architects Design best practice tools Find direction setters Find strategic alignments Define your knowledge Decide how is best shared Determine the best tools for the job Knowledge Keys to Success Start small, think big! It is about motivation Demonstrate strategic value and alignment Technology is a key enabler but not a solution unto itself Success is about enabling people to create, share, and find the right knowledge at the right time A.T. Kearney xx/mm.yyyy/00000 35