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Knowledge Management

Knowledge Management. Luke Mitchell Deloitte & Touche 3 rd December 2001. This Afternoon…. Introduction to Knowledge Management Introduction to Deloittes Knowledge Management in Deloittes Knowledge Management in Industry The Future of Knowledge Management. So what is Knowledge?.

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Knowledge Management

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  1. Knowledge Management Luke Mitchell Deloitte & Touche 3rd December 2001

  2. This Afternoon…... • Introduction to Knowledge Management • Introduction to Deloittes • Knowledge Management in Deloittes • Knowledge Management in Industry • The Future of Knowledge Management

  3. So what is Knowledge? • “Knowledge is of two kinds: we know a subject ourselves, or we know where we can find information about it.” Samuel Johnson • “Knowledge is, to an enterprise or an individual, the possession of information or the ability to quickly locate it.”whatis.com • “Ability to deliver the right information, to the right people, at the right time.”Deloitte & Touche

  4. Managing Knowledge • Knowledge must be shared • One to one • Within a team • Within an organisation • Using Technology • CRM, Document/Content Management Systems, integrated databases etc.

  5. ….. and Knowledge Management? • Knowledge Managementinvolves the collection, sharing and application of collective experiences • A Knowledge Company: “Businesses accept, at least in theory, the premise that it is a sin to waste the time and talents of employees. Yet most companies commit this sin by making it necessary for their workforce to spend far too much time doing the low-value work of reinventing the wheel by replicating solutions to problems that have already been solved.” -How Digital Is Your Business? • Has moved from a belief that ‘knowledge is power’ to an attitude that ‘knowledge sharing is power’ • Knows who to ask to solve a problem or to provide information - fast and efficiently, IntraNet • Avoids islands of expertise and internal ‘silos’ of poor communication

  6. Deloitte & Touche

  7. The Consulting Practice Deloitte is one of the world's top management consulting firms with over 28,000 consultants in 140 countries. We are focused on assisting our clients around the world tackle their most difficult business and technology challenges to better serve their customers, gain competitive edge and build shareholder value. A recent Computerworld magazine poll ranked Deloitte Consulting as one of the world’s top consulting firms when it comes to customer satisfaction because we’re "simply easier to work with". Our emphasis on results and client satisfaction has led us to be ranked as #1 in business style. Over $5 billion in revenues 700 offices in 140 countries Over 28,000 consultants Highest Rated in Customer Satisfaction

  8. Deloitte & Touche is a recognised industry leader, providing a full breadth of services and technical capabilities.

  9. The Deloitte Difference

  10. The Gartner Group Dataquest Selected Deloitte & Touche as one of the top Reengineering Firms. “Their clients were clearly more enthusiastic.” “One of the top firms in “Ability to Execute” and “Completeness of Vision.” “Strong at integrating process, organization, and information technology.” “The factors critical to the success in delivering BPR are nearly identical to the core competenciesof Deloitte & Touche.” “Deloitte & Touche can be distinguished from other large consultant/systems integrators by the experience level of its staff.” Awarded ComputerWorld Magazine 1995 Reengineering Team of the Year. The Michael Hammer Relationship Cited by the Meta Group as the “most user-friendly” of the Big Six firms One of Four Consulting Firms That Are Members of Michael Hammer’s Phoenix Project. “A fundamental premise of Reengineering for Results is partnering. When approaching monumental change, long-term support of a partner is of the utmost importance. As I reviewed Deloitte Consulting methodology, I found that they do an exceptional job in meeting our criteria.” Deloitte “leads the pack of Big Five accounting firms,” with a ranking of #8 on Fortune’s 100 Best Companies to Work For. It is the only professional services firm to make Fortune’s list for 2 consecutive years. Analyst View

  11. Customer View • Sam Meyer, Vice President Financial Systems Strategies at Merrill Lynch “Deloitte presented us with high-quality people that were team orientedthey were a very good business partner. They played a key role in the functional side of the project and with overall project management…“ • Stan Lepeak, VP Meta Group Inc. says: "They are the most user-friendly of the Big Five. They are definitely the up and comer amongst the group.“ • John Connors, CIO, Microsoft says: "Deloitte & Touche has very good methods and experienced staff. We selected them and found them easy to work with.“ • Al Duffield, PeopleSoft says: "In an independent survey of PeopleSoft personnel, Deloitte & Touche was chosen as the #1 consulting firm they would most want to do business with.“ • Alan Krenztel, Digital Equipment Corporation says: “The integrity, methodology, knowledge of security and resources provided by Deloitte & Touche are excellent.”

  12. Deloitte & Touche is the fastest growing Professional Services firm in Ireland.

  13. Deloitte & Touche in Ireland • HQ in Dublin, Earlsfort Terrace • Management Consultancy of c.130 Consulting Staff • Offices in Belfast, Cork and Limerick • Integrated part of the Global firm focused on serving Irish clients

  14. Deloitte & Touche in Ireland Management Consultants provide a broad range of services in the areas of …. • Strategic Change • Corporate and Operations Strategy • Organisation and Change Strategy • Performance Improvements • Customer Relationship Management • Supply Chain Management • Financial & Cost Management • Human Capital Management

  15. Deloitte & Touche in Ireland …..and information systems • Technology Solutions • Systems Integration • Data Warehousing • Enterprise Resource Planning (ERP) • Document/Content Management • Customer Relationship Management (CRM) • Business Intelligence • Knowledge Management • eBusiness Solutions • IT and eBusiness Strategy

  16. Deloitte & Touche in Ireland Key strategic partnerships with vendors and service suppliers: • ORACLE • IBM • Siebel • JD Edwards • Vignette • FileNET • Microsoft • Hewlet Packard • Clarus

  17. Deloitte & Touche in Ireland Strong local client base including: • AIB Group • An Post • Bank of Ireland Group • Companies Registration Office • CORDIS – European Commission • Davy Stockbroker • Dublin Institute of Technology • Factor-e • Gateway • Guinness UDV • Office of the Director of Corporate Enforcement (ODCE) • Pensions Board • Reduncy, Insolvency, Recovery (RIR) • Registry of Defense Forces • Registrar of Friendly Societies (RFS) • VHI

  18. GlobalClients One-fifth of the world's largest companies, public institutions and successful fast-growing companies.

  19. GlobalFinancial Services Clients • General Motors Acceptance Corporation • General Re • Hypo Bank • Lazard Freres • Lord Abbett Funds • Marsh & McLennan Companies, Inc. • Merrill Lynch • Metropolitan Life • Morgan Stanley Dean Witter • New Japan Securities • Nomura Securities • Paribas • Royal Bank of Canada • Royal Bank of Scotland • Sakura Bank • Smith Barney • State Bank of India • Sun Life of Canada • The World Bank • Tokai Bank • UBS Warburg • Victoria Holding • Abbey National Bank • Allstate • Banca Nazionale del Lavoro • Bank Austria • Bank of China • Bank of Tokyo-Mitsubishi • Bank of Yokohama • Bankers Trust • Banque Internationale Luxembourg • Barclays • Bear Stearns • Berkshire Hathaway • Canadian Pension Plan Investment Board • Charles Schwab • Corp Banca • Credit Lyonnais • CS First Boston • Dean Witter Discoverer • Deutsche Banc Alex. Brown • E*Trade • Fidelity • Goldman Sachs

  20. What is Deloittes doing about Knowledge Management ?

  21. Knowledge Management • 93,000 staff in 140 countries - someone else has already done what you are trying to do! • Regional Knowledge Management Groups • Knowledge Management representative in each country

  22. Local Knowledge Management Activities • Established a Knowledge Management Team • Focus on a number of key areas: • Create a knowledge sharing culture • Create a database of consultant HR information • Organisation of documentation/content • Greater awareness and use of Tools/Methodologies • Global rollout of web-based knowledge tools: • Deloitte on-line • http://Synergy • www.innovate.deloitte.com

  23. http://synergy Synergy

  24. The Knowledge Economy

  25. The Knowledge Economy • Knowledge is an intangible but valuable asset • “Know-how boils down to know-who” • At its simplest means people recording just about everything on a central database

  26. The Knowledge Economy Issues facing non-KM companies • Increase in staff turnover resulting in loss of knowledge – knowledge walking out the door • Increasing number of stand-alone IT applications within organisations – lack of IT planning • Too much information in too many places resulting islands of information – paper and electronic • Ability to forsee customer needs • Need to know what you know as an organisation – self audit • Loss of potential sales

  27. Knowledge Managment in practice

  28. KM in Industry Knowledge Management Solution Knowledge Gatekeeper CRM Document Management Transactions Other Knowledge Need Knowledge Gatherer Knowledge User

  29. KM in Industry Creating Virtual Communities

  30. The Future ……. Knowledge Management and the Web

  31. The Semantic Web “My Definition of the Web is • a universe of network-accessible information, • a means of human-to-human communication, and • a space in which software agents can, through access to a vast amount of [knowledge], become tools to work with us.” Tim Berners-Lee Inventor of the Web Director of W3C

  32. Potential Applications • Knowledge Management • E-Commerce • Search

  33. Web Success Factors • Distribute information • Easy to publish, author, acquire • Standards lead to ubiquity • Uniformity • Scalable • Incremental evolution

  34. Knowledge Information Data Browsers Search Engines Knowledge Agents Knowledge and Information Value Web Tools

  35. The Web Today • Information is human readable only • Knowledge extraction requires human processing • New standards and technologies required to allow knowledge representation • Inferencing is vital if the Web is to reach its potential

  36. Tangible Benefits of Knowledge Management • Improved service to customers • Customer retention • Staff retention • Greater opportunity to sell products • Reduction in processing costs

  37. Thank You Luke Mitchell Deloitte & Touche Earlsfort Terrace Dublin 2 Phone: (01) 417-2824 email: luke.mitchell@deloitte.ie

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