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Knowledge Management at Accenture CASE III - Shane C & Abby M. Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect. Accenture- History.

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knowledge management at accenture case iii shane c abby m
Knowledge Management at Accenture

CASE III - Shane C & Abby M

accenture history

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Accenture- History
  • Once the administrative services division of Author Anderson (1953 – 1989)
  • Split from Arthur Andersen in 1989 but kept the Anderson Trademark (Anderson Consulting).
  • In 2000, changed its name to accenture after a contract dispute with Arthur Andersen
slide3

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Organization

  • Accenture is a global company, working with 96 of the top 100 Fortune Global companies.
  • 3 main revenue streams consulting, technology services and outsourcing
    • 100,000 people in 2005
    • “today” 181,000 in 120 countries
    • 13.67 billion in Revenue in 2004
    • “today” over 25 billion in Revenue
slide4

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

slide5

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

high performance delivered

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – MessagesProblem Aspect

“High Performance Delivered”
  • Low Employee Efficiency
    • Highly Fragmented Organizational Structure
    • Access to the right expertise and information to sell and deliver against their clients
    • 30% of employees are new
  • Shareholder Loss of Value
    • Pressures to maintain competitive edge
    • Operational Budget pressures
current state 2005

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Current State – (2005)
  • Average of 4,500 employees access to information on-line PER DAY with on average 500 new users each day.
  • Currently running more than 40 lotus notes servers, knowledge exchange fragmented by decentralized web based portals
  • Knowledge exchange management team recently downsized.
  • Unclear who is to manage the content and how the governance structure should be mandated
slide8

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Information

Collaboration

Efficiency

slide9

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

  • Multiple Data Bases
  • Multiple Servers
  • Multiple web based portals
  • Lotus Notes
  • Lack of centralized search technology
knowledge management systems

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Knowledge Management Systems
  • Knowledge Management is the collection of processes that govern the creation, dissemination, and utilization of knowledge.   ("An Open Discussion of Knowledge Management", Brian (Bo)Newman, 1991.)
  • Range of practices used in an organization to identify, create, represent, distribute and enable adoption of insights and experiences. ("Knowledge Management", Wikipedia).
knowledge management systems1

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Knowledge Management Systems
  • KM involves the ability to categorize and retrieve information that other people have written. To be able to share the collective knowledge of the organization is what can give you a competitive advantage. (IBM Website)
  • Knowledge is unstructured and Messy.  A successful KM program transforms data into intelligence and wisdom. 
organizational objectives of km
Organizational Objectives of KM
  • Improved Performance
  • Competitive Advantage
  • Innovation
  • Sharing of lessons learned
  • Continuous Improvement
technologies employed in km
Technologies Employed in KM
  • Knowledge Bases (Searchable, Categorized Knowledge)
  • Knowledge Repositories (Repository of Media)
  • Groupware (Email, Calendaring, etc)
  • Expert Systems (Use of Artificial Intelligence to assist decisions)
  • Group Decision Support Systems (Electronic Meeting Systems)
  • Blogs
  • Wikis
  • Rss Enablement
  • Social Networking
gartner magic quadrant
Gartner Magic Quadrant
  • Knowledge Systems
1 sharepoint

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

1) Sharepoint

Allows organizations to consolidate and centralize

their content, data, documents, processes,

application and people

  • Easier knowledge retrieval
  • Efficient knowledge asset management
  • Reduction in servers to 10
  • Cost savings (estimated to be one million dollars)
2 upgrade existing system

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

2) Upgrade existing system

Lotus Notes currently house documents,

processes, knowledge articles in centralized

repository

  • Add ins for specific knowledge transfers
  • Enhanced search and retrieval abilities
  • Centralized data
1 sharepoint1

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

1) SharePoint

Pros

Cons

  • Change leader in place
  • Industry standard
    • Popular for medium to large size businesses
  • Strong development toolsets
  • Availability of Developers
  • New Users comfortable with user interface
    • Similar to other Microsoft products
    • Tighter integration with existing Microsoft products
  • Change
  • Could be seen as conflict of interest
  • New product not allot KM tools available and experience
2 upgrade existing

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

2) Upgrade existing

Pros

Cons

  • Existing staff familiar with system
  • Easier migration
  • More mature KM tool/modules
  • Customizable
  • Availability of programmers
  • User profiles and security levels not integrated with active directory
    • Single source of authorization /authentication
why not upgrade
Why not upgrade?

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Why not improve what is working?

Evolution vs revolution

Culture needed a KM revolution

Build on it rather than start fresh

Efficiencies may not have been gained by working within existing architecture and concepts

70% of users are familiar

New future users and/or 30% are not and Lotus Notes is more complex

compelling reason to change
Compelling reason to Change

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Gains through process of newly designed knowledge exchange architecture

In house champion

Shareholder value

More marketable solution for their consulting and even possible IT services group

EFFICENCY side, equal in terms of options as the benefit in the process of re-architecture of design and human process.

project goals
Project Goals

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

1) Fostering and Sustaining a Knowledge Sharing Culture

2) Improving the time to Competency for New Hires

3) Enabling and Enhancing Accenture's’ Sales Capability

4) Ensuring and Improving the ROI for KM

5) Improve Margin on Key Engagements

SWOT Analysis showed for each of these goals showed that

elements of Strengths, Weaknesses, Opportunities, and

Strengths had hardly anything to do with technology, and

everything to do with Process and People.

what happened at accenture
What happened at Accenture
  • Legacy system was retained for 90 days
  • Increased usage, 170,000 downloads per month to more than 400,000
  • Increase in Employee Satisfaction surveys and a 7-10 point increase in access to information and ability to locate
  • Increased Cost savings, ability to reduce the number of servers
messages for modern leader

Organization – Organization – Information – IT/IS impact – Alternatives – Pros/Cons – Solutions – Messages Problem Aspect

Messages for Modern Leader
  • Not Just Information Technology
  • Culture of Continuous Improvement
  • Foundation of Governance (Policies and Procedures)
  • Motivating Staff
  • Training Staff on what KM is and why?
  • Building a KM team, empowered/enabled