my km journey v9
- 1. Lyn Murnane, Manager CoE – Knowledge Management Analytics and Insights, Australia Division ANZ
- 2. About Lyn A journey KM stuff you’ve heard before • It’s all about the stuff! 3 organisations 4 examples • Overview • Challenges • Changes • Outcomes • Measures Where might you start? What will we chat about??
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- 4. ANZ: March 2014 to present • Manager CoE, Knowledge Management, Analytics & Insights IDP Education: October 2011 – March 2014 • Knowledge Manager Telstra: Jan- Sept 2011 • Manager, Knowledge Management FastTrack Software: Jul – Dec 2010 • Knowledge Manager Medibank Private: May 2008 – June 2010 • KM Business Consultant FastTrack Software: August 2005 – May 2008 • Enterprise Support Lead • IT Trainer
- 5. 5 How I learn Networking • KMrt • KMlf • MBIT @ RMIT 2008-2011 Continuous Learning Coursera.org (2014) • Gamification • On Strategy: What Managers Can learn from Philosophy Shaw Academy • Diploma in Online Marketing
- 6. • Knowledge Manager • KM Business Consultant • Stakeholder • IT Training & support • Technical Writing • KM Systems • Instructional Design • E-learning development • User feedback 6 engagement • Collaboration with SMEs • Social networks • Blog - genverbosity • Twitter - @boffin66 • Networking • Communities of Practice • KMrt • KMLF
- 7. • Customer / User Orientation • Leadership • Analytical Thinking and Decisive Judgment • Communications • Facilitate sharing & collaboration • Teamwork • Learning and knowledge sharing 7
- 8. 8 Some data • The average office worker spends 28 hours a week – or nearly 1500 hours a year - writing emails, searching for information and attempting to "collaborate" internally, according to a new report. • A new global report by McKinsey Global Institute, the research arm of management consultancy McKinsey & Company, argues wide adoption of social media technologies by businesses could cut down some of the time-wasting involved in emailing and improve worker productivity by 20 to 25 per cent. http://www.smh.com.au/it-pro/business-it/workers-spend-61-per-cent-of-their-day-lost-in-email-and-information- 20120730-23957.html • 19.8 per cent of business time – the equivalent of one day per working week – is wasted by employees searching for information to do their job effectively, according to research released today by Interact. http://www.it-analysis.com/services/outsourcing/news_release.php?rel=38149 And sometimes I do remember to reference!
- 9. 9 Knowledge Sharing data Social Media Participants – a good alignment to measure knowledge sharing
- 10. Let’s start with some examples 1. Medibank 2. Telstra 3. IDP Education 10 Overview Challenges Changes Outcomes Measures
- 11. Implementing KM at MBP 11 EXAMPLE 1
- 12. Medibank Private - OVERVIEW 12 Market share in PHI Australia 29% Number of people covered 3.8 million Total Revenue $5.9 billion Total benefits paid $4.6 billion (84.8% of contributions) No. customer transactions in 3 million calls PRIVATE HEALTH INSURANCE: Highly government regulated – and the regulations change frequently Extremely complicated – for staff as well as customers Customers often don’t really understand their cover until they claim PHI is a high use insurance compared to other insurances http://www.medibank.com.au/Client/Documents/Pdfs/MPL_Annual_Report_2013.pdf
- 13. Medibank’s culture – the approach to change “Empowerment for the Ground crew” “We don’t need a McKinsey or a Boston Consulting to tell us how to improve the business – we’ve got over 1200 ‘ground crew’ staff who know exactly where the real gaps are to be addressed in the business,” George Savvides – MD. 13 “We embrace change better when we do it ourselves “
- 14. Intranet Inconsistency Multiple Sources Ineffective Comm’s Intranet – 1400 files, out of date, inconsistent, poor search, slow Many sources of information: Lotus Notes, shared drive (40,000 files), local info, Circulars Help desk calls - 20,000 internal staff helpdesk calls per month Communication to frontline staff ineffective – Circulars, Manuals, Guides, many emails, 400 page policy documents . Customers Unhappy Given Inconsistent information Staff Retention Feedback from exit interviews - staff leaving because not sufficiently supported to do their jobs effectively CHALLENGES Help Desk Calls Access to knowledge was confusing, inaccurate and inconsistent. Staff Retention LOW Unhappy Customers 14
- 15. Card Sorting To perform a card sort: 1. A person representative of the audience is given a set of index cards with terms already written on them. 2. This person puts the terms into logical groupings, and finds a category name for each grouping. 3. This process is repeated across a population of test subjects. 4. The results are later analysed to reveal patterns. Build User personas • A user persona is a representation of the goals and behaviour of a hypothesized group of users. In most cases, personas are synthesized from data collected from interviews with users. Affinity Diagrams • The affinity diagram organizes ideas with following steps: • Record each idea on cards or notes. • Look for ideas that seem to be related. • Sort cards into groups until all cards have been used. Once the cards have been sorted into groups the team may sort large clusters into subgroups for easier management and analysis. Once completed, the affinity diagram may be used to create a cause and effect diagram. http://www.smashingmagazine.c om/wp-content/ uploads/2011/04/cards orting.jpg
- 16. Pilot Assess what are the biggest pain points Deliver a pilot / small version of a knowledge base Include frequently asked questions and used materials Assess outcomes 16 Measures Average handling times Staff turnover / retention Helpdesk calls Ex gratia payment savings
- 17. 17 Desired changes Departments •HR •Marketing •Compliance •Product •PHI •Fund Policy •Complaints •Finance •Corporate Affairs Modes • Single Knowledge Repository Staff Engagement • I am in control • Consistent messages • Reduced Complaints Customer Satisfaction • More satisfied • Better service Knowledge Enablers Image: http://www.johnhaydon.com/wp-content/uploads/2009/04/twitter-many-to-one.jpg
- 18. • Max and Molly – 2 different KB applications • Max was for customer facing processes • Molly for corporate processes and support • Both named by staff in a competition • Sold using branded gadgets, stress balls, umbrellas etc 18
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- 20. 900000 800000 700000 600000 500000 400000 300000 200000 100000 0 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 04-05 05-06 06-07 07-08 08-09 09-10 20 Outcomes Max / Molly / Intranet
- 21. Resistance Business experts & Management engagement Approval process subject matter experts took three times longer than expected Training self-paced workbook didn’t work well for call centre / retail environment 21 outcomes Team Built by staff for staff Frontline engagement - focus groups (personas), super user group Competitions, surveys, road shows Brand – identity , stickers, soft balls, umbrellas quick reference guides / materials Tool good search, no complexity met requirements easy to use Ongoing support Feedback mechanism was and still is the most popular feature Content Write it for the audience Write if for how they think about it Avoid jargon
- 22. Cost / Benefits Ongoing Costs –after pilot On-going costs 6 staff and support. Benefit realisation within three months. All Handling Time - The Pilot Program statistics demonstrated a reduction of 6.3% in Call Handling Time. Ongoing Costs without change Training – new starters $12.5Keach / 30% turnover Staff Help Desks 20,000 calls to 2 helpdesks. Call Handling Time Ex Gratia Payments Cost MPL $500,000 in FY03. Consistent, complete and accurate information in a central repository has the ability to reduce this cost.
- 23. Users Measure no. of times users access certain items in KB Ensure participation by enforcing access to news items 23 Content Audit Review 6 monthly with SMEs
- 24. 24 EXAMPLE 2
- 25. Know How – an intranet based process and sales information tool that supports 14,000 users – onshore, offshore and industry partners. Know How's key focus is support of personal customers Includes some support for Telstra Business (Small Business) 25 Telstra had 10 ‘official’ KM systems 100’s of unofficial tools including spreadsheets, personalised web pages, databases etc
- 26. Observations • content / information verbose and not user friendly • marketing materials copy and pasted into web pages • No collaboration • Feedback loop was sporadic and not transparent • No Governance, archiving or expiry of content unless requested 26
- 27. • User Feedback forums • What does KnowHow sound like / its character • Understanding what works and what doesn’t • What’s missing? • Suggestions for inclusions Getting engagement / buy-in Assessment of value of outsourced publishing 27
- 28. • Insourced team – 6 internal staff employed • Governance model • Audit process • Expiry process • Writing style guide • Publishing style • New content management system should have automated some of these processes 28
- 29. Successes Know How team won a business innovation award in 2012 http://www.cio.com.au/mediareleases/15187/telstra-tops-bi-awards/ 29
- 30. 30 • Project to create a company wide KM strategy • Aims to create a single source of truth • High level governance model • Has leadership support and cross business unit endorsement • Project currently being scoped and mapped • Identifying measures of success
- 31. 31 EXAMPLE 3
- 32. IDP • Education placements – market leader. • Placements in AU, US, CA, UK & NZ • IDP Education also manages and part-owns the IELTS test – the leading test of English language proficiency for study and migration. • IDP is 50% owned by IDP Education Limited, a company owned by 38 Australian universities, and 50% owned by SEEK. • 27 countries – 500 counsellors (Student Recruitment) 32
- 33. Overseas Student Central Advice Resource CRM implemented to manage the end to end student application process 33 Student Enquiry Best match course Application Management Visa Assistance Offer from Uni Needed data about all providers (unis) and their courses
- 34. • 136,000 knowledge base pages • 99% data collected about universities and their programs from publicly available information • 1600 manual knowledge articles • Provided by local staff, or from Uni • Location based Visa information • Presentations from universities • Links to Uni sites & videos • Info about scholarships & application requirements 34
- 35. • KB sold as matching tool • Confused about how / why • Visibility of content • Issues with accessibility & control of information • Search • How to return relevant results from so much content • Navigation • Where to find the content 35
- 36. 2nd project to add more functions and fix issues Support desk produced a tag line We needed to give OSCAR some life Character and tagline born 36
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- 38. All Users Keyword Search vs '0' Results Keyword Searches (Counsellors) Weekly '0' Results 38 measures OSCAR Connect Measures - last 90 days Result % Result Target Total Last week a. Decrease number of staff not yet participating in OSCAR Connect b. increase adoption Active Users 208 38% 70% of licences 550 210 Creators (have posted) 48 23% 24% of active users 50 Commentors 74 36% 33% of active users 77 Inactive 342 62% 30% of licences 340 KB Reporting used default keyword report to cover all Current Measures 24-Jun 1-Jul 8-Jul 15-Jul KB Logins (Adoption Report) 6038 5532 6239 8201 Keyword Searches (Counsellors) 899 978 1401 Weekly '0' Results 128 101 111 Answers Viewed (Counsellors) 1644 1396 1573 1848 Matching Sessions 1453 1566 1714 1307 OSCAR Connect Views 511 364 136 143 OSCAR Connect Posts 44 33 16 6 OSCAR Connect Comments 216 97 35 28 OSCAR Connect Active Users 87 70 50 49 Answers Viewed (Counsellors) 971 1115 757 839 1012 733 1116 1021 1090 1100 1250 905 1008 1683 1602 1457 1426 1400 1465 1997 2023 2109 1857 2060 1582 2290 2521 2470 2820 2487 2763 2373 2357 2332 2215 2224 2817 2997 2904 2864 2794 2658 2553 2243 2835 14-Oct 21-Oct 28-Oct 4-Nov 11-Nov 18-Nov 25-Nov 2-Dec 9-Dec 16-Dec 23-Dec 30-Dec 6-Jan 13-Jan 20-Jan 27-Jan 3-Feb 10-Feb 17-Feb 24-Feb 3-Mar 10-Mar 17-Mar 24-Mar 31-Mar 7-Apr 14-Apr 21-Apr 28-Apr 5-May 12-May 19-May 26-May 2-Jun 9-Jun 16-Jun 23-Jun 30-Jun 7-Jul 14-Jul 21-Jul 28-Jul 4-Aug 11-Aug 18-Aug
- 39. What?? 39 Gamification: The use of game elements and game-design techniques in non-game contexts “For the Win” Kevin Werbach, Dan Hunter Wharton Digital Press - 2012 http://www.greenbookblog.org/2013/07/08/for-the-love-of-the-game-using-gamification- in-mr-as-a-complimentary-tool/
- 40. • More engagement • Ideas for improvements / additions • Discussion of issues • Share info 40
- 41. Treasure Hunt • Ask a question in community site • Users search in KB • Answer via KB feedback (v1) • Answer via community site (v2) • Impact is increased visibility ongoing 41
- 42. 42 Community Reputation Depending on points accumulated, a different ‘bling’ icon is displayed next to a user’s name By viewing the change in Member numbers, I can see who has changed from ‘lurker’ to participant. Last year, I had 310 Members and only 1 new user so 7 people felt ‘moved’ enough to comment this week.
- 43. 43 Game results TH 1 TH 2
- 44. 44 What are the game Parts? PBL • Points • Badges • Leaderboards Examples of extrinsic motivation Not intrinsic so may well prove to be unsustainable
- 45. 45 EXAMPLE 4
- 46. IELTS Test Centre Test Centre IELTS results are accepted by more than 8000 organisations in more than 135 countries. IELTS results are accepted by more than 3000 institutions and programs in the US. The IDP IELTS test centre network offers IELTS in more than 200 locations globally. Example Sites University accepts results Employer accepts results IELTS Test Centre IELTS 46 More than two million IELTS tests were taken in the past 12 months. IELTS is available in more than 130 countries. There are more than 900 IELTS test locations worldwide. The IDP IELTS test centre network offers IELTS in more than 200 locations globally. IELTS is available up to four times per month, 48 times per year. IELTS results are available after 13 calendar days. IELTS test is jointly owned by IDP Australia, Cambridge and British Council globally. IELTS in Australia is wholly owned by IDP
- 47. CRM for Central Disparate record management Centralise Agile project • High level Reqs – Week 1 December 2012 • Build – Week 2 -3 December 2012 • Showcase – January 2013 • Pilot launched February 2013 47
- 48. Support and queries managed by central team via email How to give test centres the power to help themselves Suggest a KB Why should some wait overnight or over weekend for response? 48
- 49. Assess Issues / pain points Assess FAQs from enquiry inbox Assess common issues and requests from Regional Managers Assess common audit issues Build content around these main pain points Ask network what they need? Ask them if they wish to participate in testing, feedback and naming ‘iKnow’ is born 49
- 50. 50 Outcome – early results KB launched 27 June 2013 Feedback positive 400 answers and growing Participation from all sites not just head office And hey, I won an award!
- 51. Looking at KM in your organisation 51
- 52. Start small Pilot User interaction Understanding gaps and pain points 52
- 54. “Anyone in the organization who is not directly accountable for making a profit should be involved in creating and distributing knowledge that the company can use to make a profit” Sir John Browne – CEO of BP Interesting article on BP’s knowledge management struggle http://www.ikmagazine.com/xq/asp/sid.0/articleid.750C40CD-3510-47CA-9827- 5403ADCE1D93/eTitle.Greater_than_the_sum_of_its_parts_Knowledge_Management_in_British_Petroleum/ qx/display.htm 54
- 55. CLOSING Questions lynmurnane@gmail .com www.genverbosity.wordpress. com @boffin66 55