KnowledgeManagementAbusinesscase

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1、18 March 1999A business caseKnowledge ManagementInformation Risk ManagementInformation Risk ManagementKnowledge ManagementA business case18 March 1999This repportt coontaainss 52 paagessAppenndicces conntaiin 88 paagessNIRM_KM.doccConteentss1Bacckgrrounnd1.1WWhy hass knnowlledgge bbecoome a sstraate

2、ggic bussineess isssue?1.2TThe KPMMG gglobbal vissionn annd sstraateggy2Knoowleedgee maanaggemeent deffineed2.1KKnowwleddge2.2KKnowwleddge mannageemennt2.3TThe knoowleedgee syysteem3Knoowleedgee maanaggemeent in IRMM3.1TThe Uniitedd Kiingddom3.1.11KM strructturees3.2TThe Uniitedd Sttatees3.3IInteern

3、aatioonall Heeadqquarrterrs (IHQQ)3.4SSoutth AAfriica4Bennefiits4.1KKey bennefiits4.1.11Tanngibble bennefiits4.1.22Inttanggiblle bbeneefitts5Cossts6Chaalleengees6.1WWherre tto sstarrt?6.2CCultturaal cchannge6.3KKnowwleddge mannageemennt sstraateggy7Tecchnoologgy8Conntennt aand maiinteenannce8.1GGene

4、ericc knnowlledgge8.2LLayoout8.3CClieent connfiddenttiallityy8.4MMainntennancce aand sannitaatioon8.5AA coomplletee prroceess9Thee neext steepsAppenndixx A - SSugggestted IRMM Soouthh Affricca kknowwleddge repposiitorry sstruuctuureAppenndixx B - DDrafft jjob desscriiptiionss foor sstafffinng oof aa

5、 Knnowlledgge CCenttre1 Backggrouund1.1 Why hhas knoowleedgee beecomme aa sttrattegiic bbusiinesss iissuue?Recenntlyy thheree haas bbeenn a shiift awaay ffromm a “caapittal assset” bassed ecoonommy tto oone wheere thee sttrattegiic aasseets of anyy orrgannisaatioon aare itss knnowlledgge aasseets. T

6、Thiss chhangge iin pparaadiggm iis aas ggreaat aas tthe shiift in thee paast froom aan aagriicullturral to an inddusttriaal-bbaseed eeconnomyy att thhe sstarrt oof tthe Inddusttriaal RRevooluttionn.The uuse of knoowleedgee, aand itss suubseequeent mannageemennt, as a sstraateggic toool tto eenabble

7、firrms to gaiin aan eedgee ovver theeir commpettitoors hass beeen enaableed tthrooughh:n technnoloogiccal advvanccemeentss alllowwingg thhe ccaptturee, mmanaagemmentt annd ddisssemiinattionn off vaast quaantiitiees oof iinfoormaatioon wwithhin orgganiisattionns;n the eemerrgennce of “viirtuual orgga

8、niisattionns” in whiich traadittionnal bouundaariees ssepaarattingg buusinnesss unnitss arre bblurrrinng; anddn knowlledgge bbeinng uutilliseed tto cchannge orgganiisattionns aand opeen nnew marrketts.In adddittionn, tthe rissks of nott maanaggingg onness knnowlledgge aasseets inccluddes:n loss of p

9、rooducctivvityy annd ooppoortuunittiess thhrouugh wasstedd tiime finndinng iinfoormaatioon aand datta wwithhin an orgganiisattionn;n inforrmattionn ovverlloadd ass a ressultt off noo tooolss orr prroceessees bbeinng iin pplacce tto mmanaage andd orrgannisee daata andd innforrmattionn;n the llosss of

10、f knnowlledgge ddue to staaff atttrittionn (iit iis eestiimatted thaat 550% of knoowleedgee noot aactiivelly sstorred andd maanagged is losst eeverry 55 yeearss asssummingg a 10% tuurnooverr inn sttafff peer aannuum); anndn contiinuaal rre-iinveentiing of thee whheell ass leessoons leaarneed iin tth

11、e passt aare nott sttoreed aand passsedd onn too ottherrs iin tthe orgganiisattionn.1.2 The KKPMGG gllobaal vvisiion andd sttrattegyy“KPMGG iss thhe gglobbal advvisoory firrm wwhosse aaim is to turrn kknowwleddge intto vvaluue ffor thee beeneffit of itss clliennts, itts ppeopple andd itts ccommmunii

12、tiees.”KPMG is a kknowwleddge-bassed orgganiisattionn. Whiile thaat iimplliess thhat we reccruiit aand rettainn thhe hhighhestt caalibbre of perrsonn, iit iis nnot so mucch tthe poool oof kknowwleddge thaat iis KKPMGG thhat couuntss, bbut rattherr hoow wwe tturnn thhat knoowleedgee innto vallue.Our

13、kknowwleddge cann bee seeen as parrt oof oour commpettitiive edgge, sommethhingg thhat setts uus aaparrt ffromm ouur ccomppetiitorrs. Thhe KKPMGG vaaluee seet aalloows us to maxximiise ourr addvanntagge bby mmainntaiininng tthesse vvaluues in alll deealiingss wiith staaff andd clliennts. Inn orrderr

14、 too acchieeve thiis tthesse vvaluues musst bbe eembeeddeed iintoo ouur pproccessses andd acctivvitiies.The vvaluues foccus on thrree areeas:n Cliennts;n Peoplle; anddn Knowlledgge.It iss thhe llattter thaat tthiss buusinnesss caase adddresssess.The vvaluus aas eexprresssed undder Knoowleedgee sttat

15、ee thhat, “WWe wwilll coontiinuoouslly eexteend thee frronttierrs oof oour shaaredd knnowlledgge bby ttreaatinng kknowwleddge as a hhighhly-valluedd asssett whhichh evveryyonee inn thhe ffirmm haas aa riightt annd oobliigattionn too usse aand a rrespponssibiilitty tto cconttribbutee toowarrds.”This

16、is thee esssennce of Knoowleedgee Maanaggemeent (KMM): thee prroceess of turrninng aa poool of divversse kknowwleddge andd exxperrtisse iintoo a shaaredd reesouurcee thhat bettterr alllowws tthe firrm tto mmeett itts ggoalls aand objjecttivees.This proopossal willl aaddrresss thhe iissuue oof KKM ww

17、ithhin thee Innforrmattionn Riisk Mannageemennt (IRMM) ppraccticce bby:n explaainiing whaat KKM aactuuallly iis;n examiininng tthe proocesssess foolloowedd byy ottherr prractticees aarouund thee woorldd, sspeccifiicallly thee Unniteed KKinggdomm annd tthe Uniitedd Sttatees;n settiing outt thhe bbene

18、efitts tto bbe dderiivedd frrom an efffecttivee KMM prroceess;n foreccasttingg thhe cchalllenngess thhat liee ahheadd, sshouuld a KKM sstruuctuure be impplemmentted in antticiipattionn off thhe SSoutth AAfriicann fiirm as a wwholle mmigrratiing to KWoorldd;n invesstiggatiing thee teechnnoloogiccal r

19、essourrcess avvaillablle tto eenabble a ssucccesssfull immpleemenntattionn off KMM; aandn settiing outt whhat thee neext steeps shoouldd bee.The ppropposaal iis bbaseed oon tthe undderllyinng aassuumpttionn thhat thee Soouthh Affriccan firrm wwilll bee immpleemenntinng aand miggrattingg too thhe KKW

20、orrld plaatfoorm in thee neear futturee; iin aall likkeliihoood bby JJunee20000. AAny iniitiaativves, reecommmenndattionns aand deccisiionss arrisiing froom tthiss doocummentt shhoulld ttakee thhat intto aaccoountt, aand shoouldd bee inn liine witth wwhatt iss pllannned. TTo tthesse eendss thheree w

21、oouldd neeed to be cloose colllabboraatioon aand co-opeerattionn beetweeen IRMM annd TTechhnollogyy Suuppoort (TSS) iin aany vennturres.Howevver, KMM iss noot ddepeendeent on thee teechnnoloogiccal toools thaat aare to be useed. Raatheer iit iis aa prroceess, miind-sett annd ccultturee chhangge ttha

22、tt wiill neeed tto bbe iintrroduucedd annd eembeeddeed wwithhin IRMM. Thiis pproccesss wiill ulttimaatelly ffeedd innto thee KWWorlld mmigrratiion at thee appproopriiatee tiime.2 Knowlledgge mmanaagemmentt deefinned2.1 KnowlledggeKnowlledgge ccan be seeen aas:n Experriennce, faactss, rrulees, assser

23、ttionns aand connceppts aboout subbjeccts cruuciaal tto tthe bussineess;n A keyy reesouurcee ussed thrrougghouut aan oorgaanissatiion to suppporrt:- decissionn-maakinng;- foreccasttingg;- plannningg; aand- assesssmeent of proojeccts, sttafff, eetc.;- desiggn oof pprodductts aand serrvicces;- analyys

24、iss annd bbencchmaarkiing; anndn Beingg foormaal, sysstemmatiic aand reccordded, orr allterrnattelyy ass innforrmall, oor eevenn ass soometthinng hheldd inn a perrsonns minnd.2.2 Knowlledgge mmanaagemmenttKnowlledgge mmanaagemmentt seeekss too caaptuure knoowleedgee, aas ddefiinedd abbovee, iintoo s

25、oourcces of datta aand infformmatiion thaat aare eassy tto ffindd annd rre-uuse. TThesse ssourrcess maake up thee “kknowwleddge sysstemm”, disscusssedd fuurthher bellow.Knowlledgge mmanaagemmentt caan bbe sseenn ass coonsiistiing of twoo seeparratee prroceessees:n the ggathheriing, caaptuurinng aand

26、 forrmallisiing of knoowleedgee; aandn the sstorringg, oorgaanissingg, ssearrchiing andd haarneessiing of thiis kknowwleddge.A useefull annaloogy is thaat oof aa frruitt trree. TThe plaantiing of thee seeed, teendiing andd waaterringg off thhe ttreee caan bbe sseenn ass thhe iinittiall prroceess of

27、setttinng uup tthe Knoowleedgee Reepossitooriees oor ddataabasses. TThe fruuit thaat tthe treee uultiimattelyy beearss iss thhe aactuual usaage, shhariing andd coontiinuaal llearrninng tthatt thhe oorgaanissatiions ppeopple expperiiencce tthrooughh uttiliisattionn off thhe sstorred expperttisee.A cr

28、uuciaal ffacttor in thee suucceess of anyy KMM prroceess is thee crreattionn annd eencoouraagemmentt off a cullturre oof ssharringg off innsigghtss annd eexpeerieencees bbetwweenn coo-woorkeers. UUltiimattelyy thheree neeedss too bee coollaaborratiion, shhariing andd coontiinuaal llearrninng bby ppe

29、rssonss wiithiin aan oorgaanissatiion.2.3 The kknowwleddge sysstemmA knoowleedgee syysteem iis aa syysteem iin tthe brooadeest sennse of thee woord in thaat iit iinclludees ppeopple, prroceessees, tecchnoologgy aand finnallly cconttentt.Cultuure plaays a ccenttrall roole in thee suucceess of anyy kn

30、nowlledgge ssysttem impplemmenttatiion , ssincce iit iis oonlyy wiithiin aa cuultuure of knoowleedgee shhariing thaat tthe inttelllecttuall asssetts oof aa coompaany cann bee haarneesseed. Shhoulld eemplloyeees feeel tthatt thhe oonlyy waay ffor theem tto aadvaancee annd bbe ssucccesssfull iss foor

31、tthemm too hooardd thheirr skkillls wwithhin theemseelvees, theen kknowwleddge shaarinng aand mannageemennt ccannnot takke pplacce. Emmplooyeees sshouuld be enccourrageed, or eveen fforcced, too coontrribuute to thee knnowlledgge bbasee annd sshouuld be acttiveely rewwardded forr dooingg soo. Thiis

32、mmay be achhievved thrrouggh tthe exppliccit setttinng oof pperssonaal oobjeectiivess inn thhe KKM sspheere upoon wwhicch aapprraissalss, aand ulttimaatelly rremuunerratiion willl bbe bbaseed. Itt iss acccepptedd thhat currrenntlyy thheree iss ann immpliicitt exxpecctattionn off sttafff too prroviid

33、e menntorringg annd kknowwleddge shaarinng tto ootheer sstafff aas ppartt off thheirr daay-tto-dday acttiviitiees. Hoowevver, foor KKM tto bbe ssucccesssfull, ttherre nneedds tto bbe eexplliciit rrecoogniitioon oof aactiive knoowleedgee shhariing.It iss reecoggnissed thaat tthiss foorm of rewwardd,

34、aand ulttimaatelly tthe embbedddingg off knnowlledgge ssharringg innto thee daay-tto-dday cullturre oof tthe firrm ccan onlly ccomee abboutt wiith fulll aand conntinnuall baackiing froom ttop mannageemennt.The pproccessses putt inn pllacee too ennsurre kknowwleddge shaarinng aactuuallly hhapppenss i

35、nn ann orrgannisaatioon pprovvidee thhe llinkk beetweeen praactiice, orr whhat hass taakenn pllacee, aand leaarniing froom ppastt miistaakess annd ssucccessses.The ttechhnollogyy iss siimplly aan eenabblerr too thhe kknowwleddge mannageemennt pproccesss. It is onlly wwithh reecennt ddeveeloppmennts,

36、 annd tthe avaailaabillityy off vaast stooragge sspacces andd doocummentt maanaggemeent sysstemms tthatt knnowlledgge mmanaagemmentt haas bbeenn poossiiblee inn anny ccommmercciallly viaablee foorm.The cconttentt off thhe kknowwleddge sysstemm iss a funnctiion of whaat iit iis tto bbe uutilliseed ff

37、or. TThiss iss a keyy deecissionn thhat neeeds to be takken priior to thee immpleemenntattionn off anny mmanaagemmentt syysteem.3 Knowlledgge mmanaagemmentt inn IRRM3.1 The UUnitted KinngdoomCurreentlly tthe UK ppraccticce iis lleaddingg thhe wway in rolllinng fforwwardd thhe KKM iinittiattivee. A K

38、Knowwleddge Repposiitorry (KR) waas eestaabliisheed iin JJanuuaryy19999, annd hhas recceivved upwwardds oof 2200 subbmisssioons. AAcceess to thee reepossitoory is thrrouggh tthe UK iintrraneet, UKnnow, annd pprovvidees aa coomprreheensiive seaarchh faacillityy too quuickkly andd acccurrateely ideent

39、iify andd loocatte ddocuumennts.A monnthlly nnewsslettterr iss puubliisheed oon tthe IRMM inntraanett siite, acccesssibble thrrouggh OOpennAcccesss frrom Souuth Afrricaa onn ddetaailiing neww knnowlledgge ssubmmittted, leessoons leaarneed, mosst ppopuularr doocummentts, andd ussefuul hhintts aand ti

40、pps.IRM hhavee beeen reqquesstedd too chhairr foortnnighhtlyy “CCommmuniity of inttereest” grooupss foor aall UK Knoowleedgee Maanaggerss. Thiis iis ddue to thee enntirre IIRM teaam hhaviing maiintaaineed aa hiigh proo thhe UUK KKM ggrouup, andd thhrouugh IRMM ass a whoole havvingg emmbraacedd thhe

41、iideaa annd ccultturee off knnowlledgge ssharringg.In adddittionn, tthe UK KM grooup is invvesttigaatinng tthe prooducctioon oof aan iinteernaal ccasee sttudyy doocummentt deetaiilinng IIRMs KKM pproggrammme. TThe proocesss uundeertaakenn byy IRRM iis aacknnowlledgged as besst ppraccticce iin tthe d

42、evveloopmeent of a KKM pproggrammme andd maay wwelll foorm thee baasiss foor aan iinteernaatioonall IRRM, if nott fiirm-widde, moddel forr thhe ddeveeloppmennt aand rolll oout of thee KMM innitiiatiive.The KKM MManaagerr wiithiin tthe Finnancciall Seectoor ggrouup, Wallterr Paalk, iss ann exx-KPPMG

43、Johhannnesbburgg emmplooyeee, aand willl bbe rretuurniing to thee Joohannnessburrg ooffiice forr a perriodd off siix mmontths staartiing Sepptemmberr19999. HHe hhas beeen ppartticuularrly acttivee inn thhe KKM ddeveeloppmennt pproccesss inn thhe UUK aand is keeen ffor Souuth Afrricaa too leeverr off

44、f hhis skiillss inn thhis areea, rattherr thhan re-invventtingg thhe wwheeel.3.1.1 KM sttruccturresFigurre 113.1.1.1 Knowlledgge ccenttressKnowlledgge ccenttress haave beeen sset up to actt ass “ccleaarinng hhousses” forr innforrmattionn annd kknowwleddge, acctinng aas ffocaal ppoinnts andd pllayiin

45、g a kkey rolle iin eencoouraaginng kknowwleddge shaarinng. Ass caan bbe sseenn frrom thee grraphhic aboove, knnowlledgge ccenttress haave beeen sset up in eacch BBusiinesss UUnitt annd SSpecciallistt Unnit witthinn KPPMG UK.Theirr rooless inncluude:n the ffaciilittatiion, caaptuure andd diisseeminna

46、tiion of knoowleedgee;n a quaalitty aassuurannce andd fiilteerinng rrolee too ennsurre tthatt onnly quaalitty, or besst ppraccticce, matteriial finnds itss waay iintoo thhe KKnowwleddge Repposiitorriess;n identtifiicattionn off suuppoortiing infformmatiion souurcees bbothh innterrnall annd eexteerna

47、al tto tthe firrm;n proviidinng ssignnpossts to appproppriaate perrsonn/s or souurcees oof iinfoormaatioon, andd acctinng aas aa coommuuniccatoor oof wwherre kknowwleddge cann bee fooundd;n ensurringg thhat staaff aree reewarrdedd foor ssharringg quualiitattivee knnowlledgge tthrooughh reecoggnittio

48、nn annd ootheer mmeanns;n devellopmmentt off awwareenesss oof wwhatt knnowlledgge iis aavaiilabble andd whheree too fiind it; anndn the uupkeeep andd maainttenaancee off thhe cconttentt off thhe kknowwleddge repposiitorry.3.1.1.2 DatabbaseesThe mmainn daatabbasee cuurreentlly iin uuse as farr ass KM

49、M iss coonceerneed iis tthe knoowleedgee reepossitoory sett upp inn Jaanuaary19999. A fulll ttimee suuppoort staaff memmberr haas bbeenn emmplooyedd too coo-orrdinnatee thhe ccaptturee, sstorragee annd ddisssemiinattionn off innforrmattionn annd kknowwleddge stooredd inn thhe ddataabasse.In addditti

50、onn, aa seeparratee arrea on thee neetwoork is proovidded forr thhe sstorragee annd rretrrievval of cliientt sppeciificc daata. TThiss arrea is conntroolleed tthrooughh neetwoork seccuriity, wiith acccesss onnly beiing graanteed tto IIRM.3.2 The UUnitted StaatessThe UUS ppraccticce iis ppartt off th

51、he ffirsst wwavee off thhe KKM aand KWoorldd miigraatioon. Currrenntlyy thhey aree:n rebuiildiing thee innterrnattionnal KPMMG wweb sitte, ;n popullatiing KWoorldd wiith theeir libbrarry ddocuumennts (thhis invvolvves remmoviing infformmatiion currrenntlyy sttoreed oon KKMann annd mmigrratiing it in

52、tto kknowwleddge repposiitorriess acccesssibble thrrouggh tthe KWoorldd poortaal); anndn workiing on thee ovvervvieww off IRRM pprodductts aand serrvicces.They havve nnot hirred an IRMM Knnowlledgge MManaagerr ass yeet, howweveer tthiss iss inn thhe ppipeelinne. Thhis perrsonn wiill be reqquirred to

53、, ammonggst othher tassks, coollaate rellevaant infformmatiion andd ennsurre tthatt itt iss foorwaardeed tto tthe rellevaant perrsonns tthrooughh thhe aavaiilabble chaanneels.They aree loookiing to relly hheavvilyy onn weeb-bbaseed ttechhnollogiies in ordder to freee uup tthe e-mmaill annd mmanuual

54、priintiing commmunnicaatioon cchannnells.3.3 Interrnattionnal Heaadquuartterss (IIHQ)Joannna PParrr, oon ssecoondmmentt too IHHQ ffromm thhe LLonddon offficee, iis ccurrrenttly invvolvved in a nnumbber of intternnatiionaal iinittiattivees ffromm ann IRRM ppersspecctivve. Theese inccludde:n The ddeve

55、eloppmennt oof aa seet oof “ccoree” IIRM serrvicces thaat wwilll foorm thee baasiss off thhe IIRM suiite of serrvicces;n Builddingg a glooball KWWorlld aareaa too bee poopullateed wwithh coore metthoddoloogiees, tooolkiits, chheckklissts, ettc. Thhis infformmatiion is currrenntlyy heeld, too a greea

56、teer oor llessser exttentt, oon OOpennAcccesss;n Oversseeiing andd prroviidinng gguiddancce ffor smaalleer ppraccticces as thee moove towwardds tthe glooballisaatioon oof KKPMGG gaatheers speeed;n The ddefiininng oof aaddiitioonall “ccoree” sservvicees tto bbe pprovvideed bby IIRM as glooballisaatio

57、on aadvaancees;n The mmanaaginng oof tthe miggrattionn off OppenAAcceess ontto tthe KWoorldd pllatfformm byy Maarchh20000, att whhichh poointt OppenAAcceess willl bbe ddiscconttinuued; anndn Proviidinng aa poointt off coontaact forr IRRM ppraccticces worrld-widde.3.4 Southh AffriccaFrom disscusssioo

58、ns witth RRichhardd Saamsoon aand Phiil HHarttriddge of Tecchnoologgy SSuppportt, iit aappeearss thhat Souuth Afrricaa wiill be parrt oof tthe thiird wavve oof KKWorrld rolllouuts. TThiss iss exxpecctedd too taake plaace nott soooneer tthann Seepteembeer119999, bbut morre rreallistticaallyy ass frro

59、m Junne220000. Thiis ppressentts aa chhalllengge tto tthe Souuth Afrricaan IIRM praactiice as reggardds iimpllemeentiing anyy foorm of KM priior to beiing “KWWorllddd”. Anny ddeciisioons, orr innitiiatiivess thhat we mayy taake musst ccleaarlyy bee inn liine witth tthe KM/KWoorldd sttrattegyy woorld

60、d-wiide. TTo tthesse eendss, wwe aare plaanniing to levveraage offf thhe pproccesss unnderrtakken by thee UKK thhrouugh cloose conntacct wwithh Waalteer PPalkk thhe KKnowwleddge Mannageer ffor FS IRMM inn Loondoon.No siigniificcantt innvesstmeent in addditiionaal iinfrrasttruccturre, inccluddingg te

61、echnnoloogy andd KMM suuppoort staaff is exppectted priior to thee coommeenceemennt oof tthe KWoorldd miigraatioon pproccesss wiithiin tthe Souuth Afrricaan ppraccticce, i.ee. tthe exiistiing inffrasstruuctuure cann eaasilly bbe uutilliseed. Innitiial steeps towwardds tthe KWoorldd miigraatioon hhav

62、ee beegunn, sspeccifiicallly in rellatiion putttinng tthe “buuilddingg bllockks” in plaace forr thhis movve. Theese inccludde sstanndarrdissatiion of harrdwaare, neetwoork inffrasstruuctuure andd innforrmattionn seecurrityy. Thee miigraatioon pproccesss iss exxpecctedd too taake at leaast sixx moonthhs.If onne rrefeers to thee diiagrram of thee UKK Knnowlledgge MManaagemmentt orrgannisaatioon, Figguree 1 aboove, a nummberr off thhe t