KM Middle East 2016 presentation by Stuart French

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Stuart French @DeltaKnowledge
Knowledge-based
Digital Transformation
Managing the “WHY”
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
Stuart French @DeltaKnowledge
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Stuart French @DeltaKnowledge
Standardized
Solu�ons
Custom
Solu�ons
Low
Volume
High
Volume
Co�age
Economy
Pre-industrial
Society
Industrial
Revolu�on
Knowledge
Economy A.I
Big Data
3D Prin�ng
Management
training
Stuart French @DeltaKnowledge
Find Answers
Understanding Problems

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Stuart French @DeltaKnowledge
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
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Artificial intelligence at work?
Less this More this
Stuart French @DeltaKnowledge
Crea�ve Problem Solving Natural Language Analysis
Business Data
Digital Transforma�on
?

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Stuart French @DeltaKnowledge
Tacit
Knowledge
A. Strategic
B. Skills /
Experience
AI & Advanced Analy�cs Know-Why & Know-How
Business Data
Digital Transforma�on
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
Water Pressure
Water Pressure
Stuart French @DeltaKnowledge
We had captured the
information and lost the
knowledge

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Stuart French @DeltaKnowledge
Capturing Why
Discussed Recorded Implemented
Business Needs
Requirements
Solu�on
Conflicts
Resolu�ons
Stuart French @DeltaKnowledge
The world doesn’t end with your
project

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Stuart French @DeltaKnowledge
Isn’t this an IT issue?
SDLC
Spiral
XP
SCRUM
Lean Dev
Focuses on current project
Prototypes are be�er but focus s�ll on
capturing requirements
Focus on results, “Why” is o�en lost
Be�er Documenta�on / Single Project
Honest: “12. Never push LD beyond its
limits”
Stuart French @DeltaKnowledge
But the Business Analyst will do it!

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Stuart French @DeltaKnowledge
“I would have encoded the trees”
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
Know-Why is a Knowledge
issue
Quite often, only a Knowledge Manager
will have both the perspective and the
mandate to ensure it can be managed
consistently across projects and the
breadth of the organisation.
Stuart French @DeltaKnowledge
What we did about it?

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Stuart French @DeltaKnowledge
Levels of Why
1. Customer exceptions & exemptions
2. General Business requirements
1. Internal
2. External
3. Legal & Regulatory requirements
Stuart French @DeltaKnowledge

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Stuart French @DeltaKnowledge
Discussion Forums
Stuart French @DeltaKnowledge
Interviewing Project Managers

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Stuart French @DeltaKnowledge
Stuart French @DeltaKnowledge
Enabling Drivers at the Customer Site

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Stuart French @DeltaKnowledge
We modified them live in mee�ngs
When a need changed, we
reviewed them holis�cally
We didn’t get it perfect, but their
simplicity made them more useable
with non-technical people
Stuart French @DeltaKnowledge
Just one little change…

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Stuart French @DeltaKnowledge
Tender Teams
Stuart French @DeltaKnowledge
Saving money with Vendors

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Stuart French @DeltaKnowledge
Some managers wouldn’t commit
Several large customers were s�ll
promised the impossible
Many small customer promises
required incompa�ble business
rule changes
It wasn’t all Roses
Stuart French @DeltaKnowledge
Find novel solu�ons
Handle special requests
Sense and respond to change
Resolve problems
Data processing
Task automa�on
Data analysis
Decision support
Informa�on
Support
Valida�on
Who does what best?

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Stuart French @DeltaKnowledge