Knowledge societies are considered highest and most advanced of all. What about knowledge organizations? Come to this session to learn about knowledge management best practices from Microsoft Corp, but also see real life examples of SharePoint-based solutions which can be implemented in your organizations to foster knowledge sharing, discover new market opportunities and reduce cost. Marko Pršić

1. SharePoint and Knowledge Management:
enemies or best friends?
MARKO PRŠIĆ
MICROSOFT CONSULTING SERVICES
SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013
ZAGREB, NOVEMBER 27-28 2013

2. sponsors

3. AGENDA
• Why knowledge management (KM)
• Information vs. Knowledge
• Knowledge in business context
• Aspects of KM
• Organization
• Process
• Technology
• LKMS (Learning and Knowledge Management System)
• Conclusion

4. Information vs. Knowledge
• Information
• Organized, processed, communicated
data
• Can be stored
• A prerequisite for knowledge
• Typical SharePoint implementations
• information management & collaboration
Information overload

5. Information vs. Knowledge
• Knowledge
• Expertize and skills gained through
education as well as personal experience
• Mostly personal
• Overload? Never enough
• Implicit / tacit knowledge (know-how)
• cannot be formalized
• Explicit knowledge (know-what)
• can be stored

6. Information vs. Knowledge
• Knowledge in business context
• Most important asset of modern
companies
• A base for innovation and profitability
• Most valuable resource
• acquiring knowledge is costly and takes
time
• loss of knowledge costs even more

7. Information vs. Knowledge
• Knowledge in business context
• MAKE study (Most Admired Knowledge
Enterprises): total Return to Shareholders (TRS)
nearly three times the average Fortune 500
company
• Gartner: annual productivity improvement 7-30%
• Drake Beam Morin: 50% reduction in knowledge
worker turnover
• Most successful companies invest 5-10% of
revenue in KM

8. Example: Selling MS products

9. Example: Selling MS products
• Know-what:
• Detailed information about each product
(features, prices, compatibility…)
• Know-how:
• Best use cases
• Network of experts (know-who)
“In our world of innovation acceleration you
are as good as your trusted network!”

10. Knowledge management (KM)
• Continuous process of capturing,
developing, sharing, and effectively
using a body of knowledge
• How
• Organization
• Process
• Technology
Proce
sses
Organ
ization
Techn
ology
KM

11. Knowledge management (KM)
Organization
• Organizational initiative/program
• Program goals aligned with one or
more strategic priorities

12. Example: Microsoft Services organization
75%
20,000+ Microsoft
6,000+
of Fortune 1,000
Companies served
Services employees
worldwide
Consultants & Architects
191 countries
LARGEST Division
46 languages
within Microsoft
5,000+
Support Professionals

13. Example: Microsoft Services organization
• KM as organizational program with following
goals:
$
Reduced
delivery time
Effective knowledge
retention
Predictable quality
& effort
Increased business
performance
Reduced ramp time
for new in role
Just-in time
readiness
Effective leverage
of innovation

14. Knowledge management (KM)
Organization
• Depends highly on internal culture
http://www.brandingbusiness.com/2011/0
9/culture-eats-strategy-for-breakfast/
• Drive cultural changes
Recognition
Social
connection
Reputation

15. Example: Microsoft Services organization
• Changing culture to support KM:

16. Knowledge management (KM)
Process
Understand your learning model
• On the job learning (70%)
•
•
•
•
Collaborate - gaining knowledge through regular business activities
Side assignments/projects (leading a community)
Evaluating knowledge assets of other people
Mentoring other people
• From others (20%)
•
•
•
•
Searching for existing knowledge or experts
Learning from a mentor
Participating in communities of practice
Networking, feedback, social
• Training (10%)
• Trainings and conferences
• Distance learning (AV conferences, recordings, e-Learning seminars)
Lombardo and Eichinger model

17. Example: Services Campus platform
Network of
people &
experts
Improving
IP Quality
Capturing
knowledge
Customer
Delivery
(Projects)
Campus:
platform for searching
expertize, forming virtual
Approved
communities, evaluating& IP
guidance
knowledge
Internal Processes drive and
evolve Organizational IP into
Community-based &
Organizational Knowledge and
Personal Knowledge
Team-based collaboration
MSEngage:
platform for project
Knowledge collaboration and
from
knowledge codification
projects
Engagement-based
collaboration
Harvesting & Approving IP

18. Example: Services Campus platform
On the job learning (70%): Project collaboration
•
•
•
•
official project information repository
context-aware: customer, industry, technology, methodology
support for just-in-time knowledge: templates, LL, similar projects
knowledge nomination

19. Example: Services Campus platform
On the job learning (70%): Knowledge sharing
•
•
•
Knowledge sharing
Mata-data
Knowledge evaluation

20. Example: Services Campus platform
On the job learning (70%): Knowledge evaluation (relevancy)

21. Example: Services Campus platform
On the job learning (70%): Knowledge reuse measure
IP re-use measure using Microsoft Semantic SQL
This is the ultimate IP reuse measure - factual
calculation of IP ROI!

22. Example: Services Campus platform
Learning from others (20%): Collaborative knowledge base (My IP)

23. SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013
ZAGREB, NOVEMBER 27-28 2013

24. Example: Services Campus platform
Learning from others (20%): Finding explicit or tacit knowledge

25. Example: Services Campus platform
Learning from others (20%): Finding explicit or tacit knowledge

26. Example: Services Campus platform
Formal training (10%): Learning management subsystem
Catalog of e-Learning courses, on premise events (conferences) and learning programs:

27. Knowledge management (KM)
Technology capabilities
• Develop capabilities to support learning process
Learning model
Activities
Technical capabilities
On the job
learning
•
Gaining knowledge through regular
business activities
Side assignments: community
activities, side projects etc.
Evaluating knowledge assets of
other people
Mentoring other people
•
•
Knowledge nomination and evaluation
(workflow)
Mentoring process support
Searching for existing explicit or tacit
knowledge
Learning from a mentor
Participating in virtual communities
Providing feedback, social
networking
•
Knowledge base, expert pools
•
•
•
Mentoring process support
Virtual communities
Collaborative knowledge base, BSN
On-site conferences and trainings
Distance learning (AV conferences,
recordings, e-Learning seminars)
•
•
Learning record
AV/conferencing system, recordings
repository, e-Learning support
•
•
•
Learning from
others
•
•
•
•
Formal training
•
•
•
•
Basic workgroup collaboration,
project portals
Virtual communities

28. LKMS
• Example of SharePoint-based Learning and
Knowledge Management System (LKMS)
• Realized as SharePoint 2013 solution (not an “App” –
yet!)
• Aggregated best practice of Microsoft Corp.
• Leveraging existing SharePoint functionality
(collaboration, search, WF...)
• Build specific capabilities for knowledge management
and learning
• Applicable to enterprise customers in “Adriatics” region
(not Microsoft!)

29. LKMS
HR
Assign
ments &
Programs
Knowledge catalog
Virtual communities
SMEs
Knowledge base
(documents, templates,
presentations,
articles, AV conferences…)
Employees

30. LKMS
Learning and knowledge management - advanced
E-Learning
Classroom
learning management
Expertize,
virtual
commun.
Virtual classroom
Knowledge
verification
Learning and knowledge management - basic
Web portal and
notifications
Knowledge
base
People and group
management
Knowledge catalog
(search)
Education
assignments
Reporting
subsystem
Platform
Collaboration
Document
Management
Search
Unified
Communications
RDBMS

31. LKMS

32. CONCLUSION
• SharePoint and Knowledge Management
SharePoint plain functionality
SharePoint for KM
• Information management
• Project collaboration
• Search
• Separate KM workspace
• Support for managing explicit knowledge
• Knowledge nomination and evaluation
• Metadata management
• Knowledge maturity (relevance)
• Knowledge improvement (feedback)
• Knowledge catalog (search)
• Support for managing tacit knowledge
• Communities of practice
• Expert nomination and evaluation
• Support for just-in-time learning
• Instant messaging, AV conferences, e-Learning
• Learning programs

33. questions?
MARKO.PRSIC@MICROSOFT.COM

34. thank you.
SHAREPOINT AND PROJECT CONFERENCE ADRIATICS 2013
ZAGREB, NOVEMBER 27-28 2013