The document describes an adaptive peer-based workflow system for managing enterprise knowledge briefs (KBs). It aims to capture field knowledge in a modular way, provide a way for technicians to publish and grow writing skills, and ensure quality through peer review. The system leverages social networking to identify subject matter experts, automate reviewer assignment, and recommend related KBs. It has achieved higher quality, lower costs, and greater scale compared to the previous review process.

1. Peer-based Enterprise Document Workflow John Rhoton Master Technologist HP Services

7. Costs-benefit Analysis Hours required to generate a KB 32 Time for Review/Tech-edit/Publication 8 Cost per hour (estimated worldwide average) $100.00 Total KBs generated 3’689 Total cost of KB generation $14’756’000 Total cost of staffing for KB system (since 2001) $2’000‘000 Cost of KM systems deployed to support KBs $500’000 Total Cost of KBs $17’256’000 Number of downloads 1’284’179 Hours saved by HP staff per download 0.2 Hours saved through KBs 256’836 Total Benefit (at hourly cost of $100) $25’683’580 ROI: 48%

12. Old review process Draft KB Submission Technical Reviews Publication Bottlenecks slow process, impede scalability Reviewer assignment is not optimal, appears inconsistent

14. KBv3 Review Process Reviewers Senior Reviewers Senior Editors Editors Review Sign-off Approve Publish

17. Knowledge Brief Document Workspace June 9, 2009

18. Knowledge Brief My Site June 9, 2009

22. Achieved so far Pre-workflow Workflow Coordination effort 1 FTE 0.5 FTE Non-reviewed KBs 10% <1% Technical Reviewers 50 525 Editorial reviewers 5 26 All-time Q1FY07 KBs published 3689 155 KBs downloaded 10,948,636 469,677 Distinct Authors 1070 58 Reviews unknown 659