1. Sasol Technology CoP Presentation
Progress Oosthuizen, Lerato Nhlapo, Nico
Armand Performance Report
February 2011 Rene Walsh
Harmse,
26 August 2011

2. Message
•COP Methodology
– Types of communities
– Day in Life of knowledge worker
– Implementation framework
•Critical Success Factors for starting and
sustaining
•Key Challenges for KM / Communities
– In Sasol (Technology)
– Everywhere

3. Communities

4. Use Cases / Types of Collaboration
• Business to Employee
– Corporate communication / Management communication
– Support discipline competency development and support
• Employee to Employee
– Information / Knowledge exchange between employees
• Business to Customer
– Interacting with external customers
• Business to Business
– Interacting with external or internal service provider

5. Types of Communities
• Knowledge Community (industry discipline); capture and share
knowledge with objective to grow competency (and continuous
improvement)
– Subject Matter Expert / Formal expert support for employee
– Employee to Employee
• BU or Functional Community (org structure entity)
– Corporate communication / Management communication (and archive)
– BU or Functional “website”
– BU or Functional customer interaction / support / perception
– Gateway to “discipline / knowledge communities”
• External Community (outside of Sasol) – Customer, Supplier, etc
– Marketing
– Customer Satisfaction Perception
– Formal Support
• Project Community (finite life)
– Project Community to interact with Project Suppliers / Stakeholders

6. Day in the life of
knowledge worker

7. Knowledge in Documents Search /
Browse for
Expertise from experts Knowledge
Advice from Forums /
Blogs and Knowledge
Systems
Retrieve knowledge from
knowledge objects
Knowledge Capture Capture Capture Store
worker knowledge in competencies / knowledge documents in
custom KM IT experience in collaboration in Knowledge
Learn Before Learn During Learn After System (web, etc) expert locator Blogs, Forums, Online
system FAQ’s, etc
Apply knowledge in work process
Work Process
Learn Before Learn During Learn After
experience and knowledge
Knowledge captured
captured and shared in
in people;
community
experience /
Knowledge captured competency
in documents
knowledge documents
validated and shared in Knowledge Community 2
community Knowledge Community 1

8. CoP Implementation Process (and technology)
• Pitch - To pitch / sell / market the community concept to client
• Scope - To scope a community by analysing client requirements
for a community and define the correct technology and process
solutions to enable it (2~4 hour process = mindmap document)
• Design - To create the COP on a technology platform i.e
Livelink COP module (2~4 hour process)
• Implement - To rollout the designed COP (i.e Livelink CoP
Module) and KM processes to the client community.
• Optimise - To continuously measure, analyse and improve the
COP module and processes as to improve the capturing and
use of knowledge topics within the client community.

9. Critical Success Factors
•Management Support / Tone at the top
– THE most important factor – snr management
personal involvement
– Enforce new way / not negotiable
– PERSONALLY contributing
– Barrier busting

10. Critical Success Factors
• Clear Accountabilities (enforced by management)
– Management (covered above)
– Employees – they MUST contribute and use – in performance
Contracts
– Subject Matter Experts – own topics – in perf contracts
– IT / IM – IT support / SLA
– KM team – knowledge processes
• Technology Selection and Design
– One workplace
– All knowledge items
– Reliable
– Easy / intuitive
– Integrated of user / groups (with AD/Outlook/SAP)

11. Critical Success Factors
•Content Design and Management
– Useful and relevant
– Keep simple (not too many topics/items)
– Use correct tool for job – forum vs blog vs wiki, etc

12. Critical Success Factors
•Integrate COP into their process
– Embed the “search” for knowledge within their
process
– Embed the “share your learning” within their process
•Manage Outcomes and Performance
– Measure use - monthly
– Measure perception - yearly
– Assess if purpose / objective is being met – quarterly
– Diagnose and Correct

13. Critical Success Factors
• Promote Success and Value
– Within the COP
• Members thank members
• Management thank members
– Other company newsletters and other COP’s
• Training and Awareness
– Train new employees in technology (generic)
– Train new COP users during launch
– Train new employees (part of local induction – specific
function / team / COP context)
• Don’t sell something that is not working for
yourself!!!!!!!!!!!!!!!!

14. Key Challenges

15. Key Challenges Going Forward
• Management support
• Complacency that older generation will not use
technology and will not share
• Thinking content/collaboration is only document
management
• Lack of Process Ownership and overlap of
accountabilities for community management i.e.
KM, IM, Communication, Global Learning, etc
• Technology direction
• Common taxonomy / retrieval
• Get it at one place vs. Visiting multiple places –
industry challenge