Knowledge Management @ Accenture Team 3 Katia Arrus Cristian Orellana Suresh Jayaraman Jonathan Hayes Jay Bashucky Agenda          Case Introduction Theoretical Background of KM Company’s Background Knowledge Management @ Accenture Strategy and SWOT Analysis Knowledge Management Technology Main issues Analysis and Recommendations Actual Implementation Case Introduction  Accenture had a long history of focusing on Knowledge Management (KM)  Accenture faced budget cutting and headcount reductions  More demand for KM  Preparing the launch of the Knowledge Exchange  T. Barfield (KM lead) needed to provide recommendations for future direction What is Knowledge Management?  KM comprises a range of practices used by organizations to identify, create and distribute knowledge.  Knowledge consists of:  personal knowledge and experience  published material  specific material Knowledge Management  “A form of expertise management which draws out tacit knowledge making it accessible for specific purposes to improve the performance of organizations” (Broadbent, 1997)  It must involve capturing the internal knowledge generated by a firm – its best thinking on products, customers, competitors, and processes – and sharing it.” (DiMattia et. al, 1997) Why is KM important?  Retention of knowledge  Helps organizations repeat success and prevent mistakes  In an environment in which the information is widely available, the successful players are the ones that properly leverage that asset KM - IT tools  E-Mail, Internet  Intranet  Document Management  Workflow/Groupware  Imaging  Information retrieval systems  Electronic publishing systems  Data Warehousing and Data Mining Company Background     Originated as a feasibility study for General Electric in 1953 Arthur Andersen implemented automating payroll processing at GE Formed as Anderson Consulting in 1989 Accenture went public in 2001 Company Background       Won 2006 MAKE Award Other winners included: Apple, Google, Microsoft, PWC Employees 100,000 (2005), 178,000 (2008) Consolidated in 47 countries with headquarters location In 2004 ROI was ranked first on the S&P 500 Accenture’s clients include 91 of the Fortune Global 100 and more than two thirds of the Fortune Global 500 Company Background-Core Values       Stewardship Best People Client Value Creation One Global Network Respect for the Individual Integrity Economic Conditions      In 2002, the economy was in a downturn Resulted in significant budget pressure on KM group Many senior managers left; 30% of all KM managers left or were laid off Pressure to offshore to reduce costs (India and Philippines) Focus on short term as opposed to long term Knowledge Management @ Accenture     Strong focus on Knowledge Management Formal KM strategy adopted in 1990 By mid 90’s, thousands of knowledge repositories had been built using Lotus Notes KM system becoming inefficient Strategy Session A strategy session was held in 2004  Goal was to determine the future of KM at Accenture  Knowledge Management Strategy:   “Drive value from knowledge to enhance revenue, reduce cost, and foster innovation”  Knowledge Management Vision:  “To create a world class knowledge-sharing culture and environment that contributes to Accenture’s success” Knowledge Management Framework SWOT – Strengths Successful company with a global presence  Existing enablers: Knowledge Exchange, myLearning, Accenture methodology  Inherent belief in relevancy of KM  Corporate support for KM from CEO to upper and mid level management  Historical success of KM at Accenture  SWOT - Weaknesses Unorganized tools and technologies in the KM infrastructure  Difficult to share and access information  Lack of ownership in KM area  Failing to capture knowledge as employees leave the company  SWOT - Opportunities Increased employee retention and job satisfaction  Decreased knowledge drain  Great tool for new employees  Further industry leadership position on KM  Turn knowledge into Intellectual Capital  Business Opportunities  SWOT - Threats Tough economic environment  Need to demonstrate ROI  Ineffectively applied capital  Short project life cycles  KM Current Technology  Implemented Lotus Notes across the organization  Every Business unit has their own database  Each unit was responsible for managing and updating their content  Late 90’s Web-based access was enabled Issues with Lotus Notes – Current KM Lack of usability – Less User friendly  Lack of awareness of system capabilities and content  Inefficient search process – Lead to duplication of documents  Lack of consistency in document templates  Lack of clear governance structure: responsibility for the documents was not clearly defined  Issues with Lotus Notes – Current KM  Procedures were not in place for managing the system (content / documents. No records retention: archival process inconsistent and very manual)  Every business unit created their own portals, and by the end of 2003, several disparate systems / databases were created  Cost of maintenance was increasing New KM Technology  New system will provide consistency across organization and will save time and money for managing the system.  New Architecture will eliminate the decentralized Lotus notes environment.  The new architecture is based on MS – Sharepoint technology. New Architecture Accenture Portal Knowledge & Resources channel Search Browse Managed topic pages Single centralized knowledge content store (from end user perspective) Email Collaborate Intention pages Content from other sources (myLearning, MethodologyFinder, Marketing Credentials, etc.) New KM Technology  Will Address specific business goals  Simple End-User experience Search and Browse Features – Concept of Metadata  Improve  Centralize development and operations of the Accenture Knowledge and Simplify content management  Single point of entry - A Web Portal Expected outcomes of the new KE system  Major enhancements  Enhanced search results  Elimination of content duplication (caused by decentralized applications)  Improved visibility to innovations across all groups  Increased usability (because of a consistent user experience)  Consistent archival process (that is no longer manual intensive) Challenges in implementing this system  A strategy need to be developed to address change management  Need to address cultural barriers – Converting tacit knowledge into explicit knowledge  Design a system to match what user’s want.  Make them part of the implementation team Alternatives and Considerations Continue with improved Lotus Notes  Adopt the new Knowledge Exchange  Do Nothing  Alternatives and Considerations  Continue with improved Lotus Notes  Decentralized portals for different groups within the organization  Works well, but could have room for improvement  Can be confusing and may potentially lead to miscommunication and duplication of work Alternatives and Considerations  Adopt the new Knowledge Exchange  Needed to centralize information  Important to have clear governance structure for new KM  End- user strategy is key  Better organization of knowledge leads to higher job satisfaction and less time spent training Alternatives and Considerations  Do Nothing  Lose knowledge  System may become unmanageable  No investment required Alternatives and Considerations Continue with improved Lotus Notes  Adopt the new Knowledge Exchange  Do Nothing  Other?  What would you do? Team Three Recommendation  Go to new KM structure Implementation – Big Picture Ensure upper management is on board with KM goals  Create a team with stakeholders from key areas  Implement to specific pockets of organization first on a trial basis, then apply to organization  Implementation - Specifics Edit existing content to ensure a proper base  Ensure template usage for content  Ensure proper labelling (typology) is followed: want general descriptions not jargon  Support entire cycle, from proposal to delivery  What happened Re-architecture of system using MS and Avanade (MS supplier) products and processes  Created a team to handle the project  Submit using a standardized template  Easy access to KM from company portal  Created a “download cart”; once done ‘shopping’, files are zipped and downloaded  What happened Manually updated files: from 200k to 80k  Went from 40 servers to 10  Piloted to 1000 users before entire company  Kept legacy system for 90 days, then decommissioned  Search function improved to include source categories and improved ‘deep searches’  Questions