Corporate Pitch, Oct' 12, 2001 - PowerPoint PPT Presentation

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Corporate Pitch, Oct' 12, 2001

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Vice President, Enterprise Applications 'The possession of facts is Knowledge. ... Dashboards Pipelines, financial tallies, employee hires/terms, project ... – PowerPoint PPT presentation

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Title: Corporate Pitch, Oct' 12, 2001


1
Workers of webMethods, UNITE!
Join the Knowledge Liberation Front!
JSH V-3 02/18/01
2
KnowledgeManagement_at_webMethods.com- KM for
hypergrowth- KM across the firewall- KM for MA
  • Scott Herman
  • Vice President, Enterprise Applications
  • The possession of facts is Knowledge.
  • The use of them is Wisdom.
  • -Thomas Jefferson

3
Agenda
  • Potential Topics (a la carte)
  • The 10-minute story of KM_at_webMethods
  • KM Ecosystem at webMethods
  • KM across the firewall (Advantage)
  • KM for MA
  • Highly Opinionated Strategies for Guerilla KM
  • QA

4
webMethods at a Glance
  • The Business Integration Infrastructure company
  • 1,100 blue chip customers worldwide
  • Over 50 new customers per quarter
  • 9 of the Fortune 20
  • 150 successful projects/qtr
  • Over 2 Billion of customer value created last
    year
  • Financial Strength
  • Approximately 200M in annual revenue
  • Over 160M in the bank
  • Market Strength
  • Nearly 100 market share growth since 1999
  • Consistently cited as a market leader by the
    analyst groups
  • Primary Competition
  • IBM, Tibco

5
Complete Business Infrastructure
6
Cross-Industry Blue Chip Customers
7
Fastest Growing Software Company
  • webMethods named the Fastest Growing Software
    Company over the last five years by Deloitte
    Touche

8
KM _at_ webMethods
  • Knowledge Management is a key focus at
    webMethods
  • Environment
  • Global company-wide reach
  • 900 employees worldwide
  • Explosive hypergrowth at webMethods (biggest SW
    IPO ever)
  • Started in Spring 2000 with CEO sponsorship
  • Scope
  • Internal document management, CRM/PRM, project
    management and Communities of Interest
  • Dashboards and Resource Centers via
    Intranet/Portals
  • External customer and partner extranets
    (advantage.webmethods.com)
  • External corporate website (www.webmethods.com)
  • Internal/External collaborative tools
  • webMethods Integration Backbone
  • Key Biz Processes ex. Sales Force Automation,
    Order Fulfillment

9
KM Charter at webMethods
  • Develop deploy new KM features in incremental
    Intranet Extranet releases (at a rate the
    company can absorb and institutionalize)
  • Implement programs to foster, promote, and
    leverage the KM culture at webMethods
  • Perform routine Operations Maintenance support
    for the KM infrastructure
  • Develop quantitative and qualitative means to
    provide feedback and evaluate success and ROI of
    KM
  • Influence and support other webMethods
    initiatives related to KM

10
KM _at_ webMethods (contd)
  • The story of KM _at_ webMethods
  • Year 1 Hypergrowth
  • Year 2 KM across the Firewall
  • Year 3 BPM One View of the Customer

11
KM Architecture at webMethods (simplified)
webmethods.com Corporate Website
CRM/PRM
mywebMethods Employee Portals Executive Dashboar
ds
Advantage Customer/Partner Extranet
Prospect Evaluation Center
The Internet
Software Download Center
The Swamp KM Repository
Service Request Center
Certified Developer/Trainer Community
Virtual Meeting Center
12
Whats under the hood? (vastly oversimplified)
webmethods.com Corporate Website
CRM/PRM
mywebMethods Employee Portal
Advantage Customer/Partner Extranet
Prospect Evaluations Center
The Swamp KM Repository
Software Download Center
Service Request Center
Certified Developer/Trainer Community
Virtual Meeting Center
13
Examples of Portals at webMethods
  • SalesWeb marketing collateral, sales
    operations, CRM, etc.
  • Executive Dashboards Pipelines, financial
    tallies, employee hires/terms, project
    approvals, roadblocks,cust sat metrics, product
    uptake, etc.
  • One View of a Customer 360o account management
    invoicing/manifests, contacts, opportunities,
    service requests, Contracts, Proposals/SOWs,
    arch docs, production events, etc.
  • Bookshelf complete product documentation
    library, technical training materials, GEAR
    implementation methodology
  • PeopleFinder Contact info, reporting structure,
    pix, etc.
  • Livelink departmental document and project
    management

14
Advantage (KM beyond the firewall)
  • On-line portal for webMethods customers and
    partners
  • Over 17,000 registered users (50/50 customers
    vs. partners)
  • Advantage is an Umbrella concept
  • Advantage knowledge base customer support
    center
  • webMethods user community
  • Software Download Center
  • Service Request Center
  • Certified Developer Trainer community
  • Prospect Evaluations
  • Integration/BPM with in-house enterprise
    applications
  • Content management workflow from Livelink
  • Webinar streaming media archives

15
Biz value of a KM extranet?
  • What have been the business drivers for
    Advantage?
  • Better tech support for webMethods
    implementations (24x7)
  • Advantage is critical path for order fulfillment
    and revenue recognition
  • More touchpoints with customers for comms
    feedback
  • Data mining to better understand customer issues
  • Upsell opportunities
  • Heavy reliance on partner-influenced revenue
  • Provide tools to help partners sell and implement
    webMethods
  • Unlock potential of small and medium-sized
    partners
  • Viral marketing via on-line developer community
    evals
  • Customers demanded it!
  • customer/partner extranets have become par for
    the large software vendors

16
Extranet Myths(?)
  • Customers love self-service websites
  • False Customers love answers (see hertz.com
    for dismal failure)
  • An extranet will save the company money
  • Often false Extranets (done right) are a major
    investment with ROI that can be difficult to
    quantify
  • The extranet will reduce the helpdesk overhead
  • Often false But it will allow your support
    staff to focus on harder and more critical
    support calls
  • Having an extranet will show how forward-thinking
    and Internet-savvy we are
  • Often false Having an extranet often reveals to
    customers just how broken your internal processes
    are, and how dirty your data really is

17
More extranet myths
  • Having an extranet will allow us to better
    control our customers
  • False An extranet (and the Internet in general)
    opens a pandoras box of customer relations
    issues and puts more control on the customers
    side
  • Smarter customers can be tougher customers
  • See Cluetrain Manifesto by David Weinberger
    co.
  • Lets have the web team do it
  • False Even more than the corporate PR website,
    extranets require buy-in and engagement across
    the company to be successful. Extranets should
    be considered enterprise-class business
    initiatives
  • Building it is often the easy part

18
KM for MA
  • KM team has been heavily involved with MA
    activity at webMethods
  • Technical Cultural Due Diligence
  • Project Management
  • Corporate Integration
  • Long-term Assessment
  • Case Study Operation Sea Dragon - the
    acquisition and integration of Dante,
    TheMindElectric, and DataChannel
  • The webMethods Hat Trick
  • http//www.line56.com/articles/default.asp?Article
    ID5062

19
Operation Sea Dragon
  • Dictates from the CEO
  • No interruption in operational tempo
  • Maintain confidentiality/compartmentalization
    until deal close
  • Hat Trick Announce all 3 on the same day
    (10/13/03)
  • Quickly integrate personnel, infrastructure,
    technology, messaging, and culture (be one
    company by Integration World in early Nov)
  • Rebrand, update, and bring new products to market
    within 4 months
  • Why KM?
  • Sweet spot
  • convergence of people infrastructure
  • Cross-departmental and cross-geography
    collaboration coordination
  • Entire project managed using the same suite of KM
    tools used elsewhere in the company

20
Guerilla KM
  • The Primitive Origins of
  • Knowledge Management

21
KM Drivers
  • Corporate dealbreakers what drives our
    priorities? What keeps the CEO up at night?
  • Move to unified software deliveries
  • Web Services Service Oriented Architecture
    mindshare
  • End-to-end integrated sales process
  • Revenue recognition hiccups Sarbanes-Oxley
  • Executive visibility for decision making
  • Going global
  • Competing against behemoths
  • Whole product quality
  • So how does KM remain relevant?
  • Align to the biz deal-breakers
  • Use deal-breakers to triage projects

22
My favorite Guerilla KM Strategies
  • No boundaries - realize KM ecosystem can extend
    well beyond corporate walls
  • customer community
  • Partners
  • Supply chain
  • Prospects
  • investors/analysts
  • Competitors
  • And when it does, you can get exponential ROI

23
My Favorite Guerilla KM Strategies
  • Dont be dazzled by the Technology
  • Tech is an enabler, not the endgame
  • No silver bullets/the danger of shelfware
  • 20 Tech, 80 biz process/cultural adoption
  • Follow the Money
  • Solve a discrete business problem
  • KM should quickly impact bottom line
  • If they dont get it, you wont get it
  • Customer touchpoints force internal improvements

24
My Favorite Guerilla KM Strategies
  • Take a page from BizDev
  • Campaign planning (and route around casualties)
  • Light lots of fires, see what catches
  • Find the true Stakeholders (its not the org
    chart)
  • Use operational prototypes as a crowbar (need
    early victories)
  • Kill the architects and get started
  • Task forces and working groups Kiss of Death
  • Implies that biz issues are extracurricular
    activities
  • Enforce KM goals as day-to-day objectives
  • Weave KM into real-world business initiatives
  • Avoid pontification and/or analysis paralysis

25
More KM Guerilla Strategies
  • Anyone can publish!
  • Living Community, not Lifeless Bureaucracy
  • Conversation collaboration, not rigidly
    enforced policy processes
  • Diversity and friendly competition between teams
    is encouraged
  • A little anarchy is a good thing
  • Everyone sees everything!
  • Minimal Security -- Access based on trust and
    responsible use of information
  • Very few impediments to sharing with anyone in
    the company
  • Desire to keep content collections as open as
    possible
  • Deal with abusers on a case-by-case dont
    penalize the entire community
  • Content is managed locally!
  • IT/IS responsible for infrastructure, but content
    management at local level
  • Decentralized, grass roots management
  • KM staff act as gardeners, not dictators
  • Dont like content organization? Fix It!

26
More KM Guerilla Strategies
  • KM Usability Engineering?
  • Learn, love, and live website usability
  • Heavily intertwined with last-mile KM
  • ClueTrain Manifesto
  • The bible for Guerilla KM strategies
  • Most influential book on my bookshelf
  • More Must-Read intros to KM thinking
  • Tipping Point good for adoption planning
  • Dont Make Me Think! website usability primer
  • Rapid Development best book on software project
    management
  • Cathedral the Bazaar lessons learned from the
    Open Source movement
  • HBR on KM Cliff Notes to the most influential
    KM theories
  • Smart Things to Know about KM basic KM primer
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