Ulrich Reimer Corporate IT R&D Swiss Life

1. Swiss Life’s Corporate Knowledge Management StrategyFacilitating a Corporate-Wide Knowledge Sharing Community Ulrich Reimer Corporate IT R&D Swiss Life 1

2. Overview 1. Core elements of Swiss Life’s corporate KM strategy 2. Skunk work or big bang? 3. The dimensions of knowledge sharing 4. Facilitating knowledge sharing across business units 5. Outlook 2

3. Goals and results: 1. Core elements of Swiss Life’s corporate KM strategy • involvement of top management chair of the corporate board involved • creation of a KM vision created and officially approved • start with small, clear-cut projects (message: “KM is no hype”) 6 projects launched Approval of strategy in July 2000 3

4. 1. Core elements of Swiss Life’s corporate KM strategy Swiss Life Knowledge Management Vision “At all levels of the Group, knowledge is treated as one of the most valuable assets. Swiss Life systematically cultivates Knowledge Management in order to realise a lasting competitive advantage. The impact of Knowledge Management is made visible by a systematic evaluation and rating of Swiss Life's intellectual capital.” 4

5. 1. Core elements of Swiss Life’s corporate KM strategy The first KM projects • description of the major products and services of Swiss Life Group • community of practice CRM • contact management for key customers • skills management • terminology-based search engine for the IAS document • set up reporting on Swiss Life Knowledge Management 5

6. 1. Core elements of Swiss Life’s corporate KM strategy Project List of Swiss Life SolutionsCC/DEVKM 6

7. 1. Core elements of Swiss Life’s corporate KM strategy Objectives: Draw up a list of the most important services and products offered by Swiss Life to create internal and external transparency on solutions provided by Swiss Life. Results: Three perspectives: Countries, Brands, Solutions Customers are guided to the products and services. 7

8. 1. Core elements of Swiss Life’s corporate KM strategy • Countries • Brands usw. SLAM • Solutions Vorsorge- und Lebensversicherungslösungen für Einzelpersonen und Familien, länderspezifische und internationale Lösungen Vorsorge- und Personal-versicherungslösungen für nationale und internationale Firmen Asset Management,Investitions-Management, Kauf, Verkauf und Bewirt-schaftung von Liegenschaften für institutionelle Anleger • Sachversicherungen • Haftpflicht usw. • Krankengeld • Diebstahl • Motorfahrzeug Anlageberatung, Private Banking, alle Bankgeschäfte,Vermögensverwaltung, Hypotheken, Vermietung von Liegenschaften Unternehmensberatung, Treu-handlösungen, Rechts- und Steuerberatung, Beratung in allen Versicherungs- und Vermögensfragen 8

9. 1. Core elements of Swiss Life’s corporate KM strategy Project Community of Practice “Customer Relationship Management”CC/DEVKM 9

10. 1. Core elements of Swiss Life’s corporate KM strategy Objectives: Create a network of people involved in CRM to produce synergies and avoid parallelisms. • Results: • 15 CRM projects and initiatives within Swiss Life identified • extensive exchange, the community is forming • supported by a newsgroup on the corporate extranet 10

11. 1. Core elements of Swiss Life’s corporate KM strategy Project Contact ManagementCC/DEVKM, CC/ITRD 11

12. Results: • Contact management application on the corporate extranet: • provides a simple way to get an overview of all important contacts • provides links to information about the customer 1. Core elements of Swiss Life’s corporate KM strategy Objectives: coordinate corporate-wide contacts with key customers of Swiss 12

13. 1. Core elements of Swiss Life’s corporate KM strategy Project Skills ManagementCC/ITRD 13

14. People-Finder Gap Analysis ? Intellectual Capital HR Development 1. Core elements of Swiss Life’s corporate KM strategy Objectives: 14

15. 15

16. 16

17. 1. Core elements of Swiss Life’s corporate KM strategy Project Terminology-Based Search Engine for the IAS documentCC/ITRD 17

18. 1. Core elements of Swiss Life’s corporate KM strategy Objectives: make the 1000 pages information about IAS on the corporate extranet searchable  only means of access is a Table of Contents  simple keyword search causes problems due to strict terminology 18

19. account 19

20. 20

21. 21

22. 1. Core elements of Swiss Life’s corporate KM strategy Set up Reporting on Swiss Life Knowledge ManagementCC/DEVKM, CC/ITRD • article in employee newsletter • presentations to the corporate board, CEOs • regular information to the chair of the corporate board • KM community meetings 22