We are a consulting firm dedicated to helping companies provide their employees with the information, education and knowledge they need, to work smarter, faster.

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We are a consulting firm dedicated to helping
companies provide their employees with the
information, education and knowledge they need,
to work smarter, faster.
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• Content Development
• Development of the text, video and graphics that
  represent how your business operates, such as
• Policy and procedure manuals
• Reference materials
• Training or learning
• E-learning
• Leveraging technologies to enable learning
  anywhere, anytime.
• Knowledge Management
• Leveraging of intellectual assets through the
  cultivation and sharing of knowledge or
  expertise.

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• Many companies now realize
• Success depends on the performance of their
  peoplefor companies to work smarter, faster,
  their employees must work smarter and faster.
• Competitive advantages are becoming more
  difficult to sustain.
• Traditional training and reference materials have
  many shortcomings.
• Initial intranet implementations have led to
  information overload.

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• Our approach is to help companies not just adopt,
  
• but sustain knowledge management
• To ensure the long-term success of KM
• Maximize the value in the knowledge.
• Relevant
• Up-to-date
• Accurate

• Consistent
• Concise

• Minimize the burden on the end-user. (Four Rs)
• Right amount
• Right information/knowledge
• Right time
• Right context

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How employees use knowledge
The ongoing process of producing value-adding
knowledge
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• Service Support Managers (SSMs)
• are a single point-of-contact for strategic
  accounts - each SSM supports one key customer.
• provide comprehensive, effective and, as
  required, customized support services.
• are expected to understand and even anticipate
  customer needs.
• The organization planned to rapidly hire 250
  new SSMs.

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• Information Resources Before KM
• Other SSMs
• Email
• Discussion forums
• Phone
• Personal contacts
• Cisco intranet
• Management team
• Resulting Costs
• Reinventing the wheel (productivity)
• Improvising the wheel (consistency)
• Hoarding the wheel (competitiveness)

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• Orient New Hires
• Minimize time-to-proficiency
• Develop a brand image for the SSM role
• Help Improve Performance
• Increase productivity
• Move SSMs through the 4 stages of professional
  development faster
• Increase service consistency and quality
• Facilitate Innovation
• Foster continuous process improvement
• Open channels of communication

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Executive Sponsor Santa Clara, CA
KM Business Lead New York, NY
Cisco IT Raleigh, NC
Project Sponsor KM Development Team Charlotte,
NC
Quick Hits
Phase 1
Ongoing KM
Phase 2
4/00
6/00
9/00
2/01
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Our Integrated Knowledge ArchitectureTM is a
conceptual framework used to organize knowledge
portals and structure content.

• Promotes reuse of information
• Facilitates multiple views tailored to individual
  needs
• Streamlines navigation for maximized user
  experience
• Supports dynamic content updates
• Provides reusable framework for deploying KM
  connections across business units

• Allows for implementation on any major technology
  platform
• Maximizes the capabilities of current portal or
  content management systems

Integrated Knowledge Architecture is a registered
trademark of VisionCor, Inc.
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Where do I start?
New Hire Checklist
How do I ?
Who can help me?
SSM Directory and Biographies
Build a Virtual Team Best Practice
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How do I ?
Proactive Issue Management Best Practice
How did you ?
What does it look like?
Crashing Local Directors Case Study
Failing Components Action Plan Example
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That RMA trade-in was difficult. I bet the rest
of the team could use what I just learned.
Content Contribution Case Study
This is great stuff.
Knowledge Manager review and approval
Resolving Trade-In RMA Issues Case Study
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• Orient New Hires
• Establishes a one-stop shop for SSM
  organizational information.
• Provides just-in-time reference information,
  organized around SSM business processes.
• Help Improve Performance
• Integrates the know-how needed to perform.
• Clarifies performance goals.
• Supports performance evaluation process with
  standardized tools and templates.
• Facilitate Innovation
• Captures and distributes expert knowledge and
  best practices.
• Captures feedback for process improvement.

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Reusing our architecture across other Cisco
organizations, resulted in a 50 savings in
development efforts on subsequent portals.
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• Get senior management support
• Start small
• Know your audience
• Begin with maintenance in mind
• Deploy rapidly
• Test usability early and often
• Be prepared to define processes
• Less is more
• Culture matters
• Focus on business results

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• Thank you for your time and attention.

For more information, contact John
Schneble Business Development Manager jschneble_at_vi
sioncor.com VisionCor 6000 Fairview Road Suite
350 Charlotte, NC 28210 www.visioncor.com 1-888-29
9-8267