Primus 10 Helpful Hints to a Successful Knowledge Management Project Michael H' Yates Senior Account

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Primus10 Helpful Hints to a Successful
Knowledge Management ProjectMichael H.
YatesSenior Account ExecutiveApril 27th, 2004

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Agenda

• Introductions
• Michael H. Yates Senior Account Manager
• Who is Primus?
• 10 Helpful Hints to a Successful Knowledge
  Management Project

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Primus
MISSION STATEMENT To deliver superior customer
experience and low total cost of ownership with
scalable knowledge solutions that automatically
translate extended enterprise information into
findable, actionable and reusable answers for
customers, partners and employees.

• OVERVIEW
• 1992 Founded the Consortium for Service
  Innovation
• -Authors of Knowledge-Centered Support
• 1999 Primus IPO (NASD PKSI)
• Headquarters in Seattle, WA
• Over 200 enterprise customers in The United
  States, Europe, Australia Asia
• Pioneer in Knowledge Management Best Practices
• Award-winning solutions

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Selected Primus Customers
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Many projects dont produce results
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1 Know the value

• Know why KM is needed.
• The amount of time that can be freed up
• The value of it
• How you will use that new found time
• Understand how KM meets your unique needs.

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2 Know the cost

• Sorry but achieving value does take effort
  and it does cost.
• Software
• Hardware
• Supervision
• Training
• Coaching
• Process re-alignment
• QA and maintenance

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3 Know your Vision

• Vision for organization
• for teams
• for individuals

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4 Have an implementation plan
A well-defined project plan, which clearly
delineates

• resource requirements
• roles, responsibilities, authority
• risks and risk management plans
• timelines and dependencies.

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Too much experience walks out the door
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5 Have management support

• Too often management say they want it,

but everything they do or fail to do is
opposed to knowledge management.
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6 Develop a supportive culture

• the biggest factor in the success of a
  knowledge management initiative is a culture that
  embraces accountability
• M. McCabe Dynamicsoft

Lack of attention to the cultural change
required leads to project failures even when the
technology works just fine. D. Hoopingarner,
EMC
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If only we knew what we know
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Required components of culture

• Continuous communication program
• Change management strategy
• Performance management strategy
• KM integrated to day-to-day process and workflow
• Training
• Coaching
• Certification
• Time to learn in class
• Time to learn on the job

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7 Incent Reward - Recognize

• WIFM Whats in for me?
• It takes work and dedicated focus to achieve the
  value possible.
• Why should I, as a manager, do this?
• Why as a staff person should I invest my time
  and energy to solve other peoples problems?

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8 Weekly results

• Results for organization
• Results to teams
• Results to individuals

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9 Technology that works in the workflow

• In the early years of KM... workers were
  expected to come a little earlier each morning to
  learn from others. As a result, the programs,
  many of which continue today, have been only
  marginally successful.
• Thomas H. Davenport, Just-in-Time Knowledge
  Management, Harvard Business Review, July 2002.
  (p 108)

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Technology checklist

• Easy to use
• Access to multiple sources of information
  integration to existing systems
• Capture the interaction. Learn from the
  interaction
• Availability of knowledge
• 24/7
• Channel of choice (web, email, phone, wap)
• Scalability Reliability - Maintainable
• Deliver fast ROI - reproducible

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10 Ownership in a Program Mgr

• Successful knowledge management is a program
  not a project. Staff a program manager.

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Summary ten secrets to successful Knowledge
Management

• Know the value
• Know the cost
• Know your vision
• Have an implementation plan
• Have management support
• Develop a supportive culture
• Incent, reward and recognize
• Weekly results
• Technology that works in the workflow
• Ownership in a Program Manager

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Primus Overview Michael H. Yates Senior Account
Executive