ikms newsletter : Evening with iKMS on 18 May 04

About iKMS

www.ikms.org
The Information and Knowledge Management Society is a professional society based in Singapore. We publish the Journal of Information and Knowledge Management through World Scientific, hold regular networking events, support research into information and knowledge management, and organize workshops and conferences.

KM Societies and Institutes

New Zealand Knowledge Management Network
The New Zealand Knowledge Management Network is an informal, non-profit community of practice. It aims to provide opportunities for professionals from different industries to share their interest, knowledge and experiences in Knowledge Management. We hold regular members’ meetings and produce bi-monthly articles, interviews and case studies about KM.
Information and Knowledge Management Society
The Information and Knowledge Management Society is a professional society based in Singapore. Founded in 2001, it publishes the Journal of Information and Knowledge Management through World Scientific, holds regular networking events, supports research into information and knowledge management, and organizes workshops and conferences.
actKM Virtual Community
One of the most vibrant and active KM discussion forums around, with its own website, but with most activity taking place via a Yahoo Groups discussion forum. Originally founded in 1998 in Australian Capital Territory, with a strong focus on public sector KM, it has since grown to international dimensions. Gurus lurk in the shadows and occasionally emerge to do battle.
Knowledge Management Association of Malaysia
This association, formed in 2001/2 and spearheaded by the KM practitioners at Malaysia's Multimedia Development Corporation, holds monthly talks, a national KM conference, and is actively pursuing a certification programme in KM.
Croatian Information and Documentation Society
This site is in Croatian, but the Society is very active. It is co-organiser with Croatia's National and University Library for CROinfo 2004, a major KM conference held in May 2004.
Knowledge and Innovation Management Professional Society
US-based society which establishes local chapters in different countries, often arising out of their CKM (Certified Knowledge Manager) workshop.
London Knowledge Network
Founded in 2003 as a membership organization for London-based practitioners and researchers in knowledge management.
Arab Knowledge Management Society
Founded as the Arab Management Society in 1990, changed its name to Arab Knowledge Management Society to reflect the growing importance of a knowledge-based society.
Knowledge Management Institute Thailand
Knowledge Management Research Center Taiwan
Knowledge Management Association Of The Philippines
A new society, with its first conference in November 2003.
Knowledge Management Society of Japan
Founded in 1998, probably the most mature KM society in Asia. Has a number of study and practice committees.
Hong Kong Knowledge Management Society
Sister society of iKMS, founded as a society in 2001. Runs an annual Asia Pacific KM Conference.

KM and Elearning Weblogs

iKMS e-newsletter weblog
A bi-monthly online newsletter from the Information and Knowledge Management Society.
KM Society Forum
A weblog intended to promote knowledge sharing and collaboration between non-commercial KM Societies, Institutes and informal forums.
Patrick Lambe
Articles and resources on KM, elearning and innovation.
David Gurteen
A feast of resources on KM, including one of the more comprehensive and up to date conference and workshop listings covering the world.
Maish Nichani
The latest developments in elearning and knowledge management
David Wiley
One of the more interesting thinkers in the importance of context for learning and knowledge objects
Denham Grey
Knowledge management thinking for the practitioner!

June 27, 2004

Evening with iKMS on 18 May 04

Report by Vijaya
While not busy with iKMS affairs as Honorary Secretary, Vijaya works as an Acquisitions Librarian at NTU.

Case study 1: Knowledge Management at EDS
Presenter : Mr. Thomas Hoglund, CKO of global technology giant EDS
Organisation: EDS

EDS was ranked 87 on fortune 500 (latest ranking).

How KM is driving business improvements at EDS
Strategies used:
1. Apply KM to targeted, high-impact business processes.
2. Implement projects for measurable outputs.

Build KM processes into core business and include feedback loops into the KM business processes (see below).

figure_2

The following are the critical types of knowledge identified by EDS:
- Process Knowledge
- Portfolio Knowledge
- Experience Knowledge
- External Knowledge
- Team Knowledge
(EDS places its priority in ‘Sales Process Knowledge’ and ‘Sales Experience Knowledge’.)

figure_3

Example of EDS’s Sales Process Knowledge Portal

- Workflow processes are not included.
- Documents/files deposited have synopsis.
- One of the attendee suggested that this portal should include failed sales cases/deals so that others can learn from these failures/mistakes.

figure_4

How EDS is addressing the critical people and process issues necessary for a successful KM program

A. Dedicated team of 17 employees profiles experience knowledge, process knowledge, portfolio knowledge, external knowledge and team knowledge and deposits into their Knowledge Center (Knowledge Repositories).

Key points to note:
- All employees have to contribute to this knowledge base.
- No incentive is given for contribution as all contributions to the Knowledge Repository are treated as part of their work processes.

Transfer of tacit knowledge (People-to-People):
- Knowledge Portal Team has managed to bring 50, 000 (estimate) employees to be involved in community of practice (COPs).
- Technology like Microsoft Sharepoint is used to link leaders/heads to COPs.
- These COPs are carried out in short sessions.

B. EDS’s unique, results-oriented approach (The Measurable)

KM System + Business Impact = Business Goals
* The KM equations must equate to the company’s goals.

Some of EDS’s business goal concerns are:
- Productivity & efficiency
- Sales growth
- Service excellence & Innovation

Some areas in which EDS focuses with regards to their KM System:
- Contribution behaviors of their employees to the Knowledge Repository
- Knowledge re-use behaviors

EDS conducts surveys to find out how effective the ‘Knowledge Portal (Repository)’ is. These surveys aims to:
- Improve areas in which EDS is lacking.
- Reveal which documents/files are more important. Thus, dropping documents/files that are less important and referred to (poor re-use of knowledge). Weeding Process to maintain the knowledge portal.
- Collate feedbacks on (1) No. of hours saved & (2) No. of sales achieved (in $) by using the knowledge portal. Data on these feedbacks are gathered by personal phone calls by the knowledge portal team.
- Statistics on the usage of documents/files from the Knowledge Portal are tracked.

C. Top 5 lessons learnt in building a culture of knowledge sharing in a large, complex, global organization:
- Technology is easy while changing behaviors is hard.
- KM opportunities exceeds available bandwidth.
- Business strategy must drive KM strategy.
- Don’t let KM get ahead of process decisions.
- Users of Knowledge Portal need to see how KM improves their day.

About the presenter:
Mr. Thomas W. Hoglund has been EDS' Chief Knowledge Officer since 2002. Tom is responsible for EDS' knowledge management strategy supporting the overall business strategy. Tom has implemented many KM programs and technologies targeted at specific business process improvement initiatives. Results achieved for EDS to date include a thirteen-fold growth in knowledge capital, ten-fold growth in knowledge re-use, and millions of dollars in efficiency gains. Prior to his appointment at EDS, Tom was at Arthur Andersen, where he led their internal KM program, led their external KM consulting practice and was their Deputy CIO. Tom has accumulated more than 25 years of IT industry and management consulting experience.

Posted on June 27, 2004 | Permalink

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KM Events Listings

iKMS - List of Events
iKMS's events page lists local KM events in Singapore, but also major Asian and international KM conferences.
Knowledgeboard - Global activities events
A self-moderating global community thinking and collaborating on subjects around (but not limited to) Knowledge Management and Innovation in the worlds of business and academia.
David Gurteen's Knowledge Events Calendar
David Gurteen keeps a very current listing of KM events - both conferences and workshops. He is very well networked into European events especially, and often gives a brief overview of the event, who it's pitched at, and what you can expect to gain from it.