知识管理某咨询(Bain)咨询公司的知识管理bkhq.pptx

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1、This information is confidential and was prepared by Bain&Company,Inc.solely for the use of our client;it is not to be relied on by any 3rd party without Bains prior written consent.Knowledge Management at BainMost executives are not happy with KM“How Satisfied Are You with Each Management Tool?”“Ho

2、w Good is Each Management Tool at Getting Financial Results?Source:Bain Management Tools&Techniques Survey(2001)2Why KM Often FailsiNot enough thought before technologyiNot properly defining KM for the organizationiViewing KM as a separate function,versus just a part of business strategyiMisguided f

3、ocus on people and process 3Bain has created a leading KM capabilityiA good strategy for content creation and capture-Focused,high value investments in intellectual capital-Deep mining of ongoing learnings from projectsiThe GXC-a great KM system-Classification/taxonomies-Integration of internal and

4、external content-Integration of learning and knowledge-Powerful searchiA lean,value-added KM team that-makes the process work-fits into existing company structuresiA culture of sharing,not hoarding-Tacit-Codified4Why KM matters to consulting firmsiTwo core assets:people and reputationiOur“product”is

5、 intangibleiGlobal business,but with local differencesiPartnerships,not hierarchiesNature:iGeneric frameworks and data are commoditizingiIndustry life cycles shrinkingiMore MBAs,low entry barriers competition!iGlobal service is requiredTrends:“Knowledge”is a critical capability for consulting firms

6、5Knowledge example in consultingYoure working in the PC IndustryDataKnowledgeiMarket sizeiMarket shareiCompetitor pricesA commodityiThe best way to segment the consumer marketiHow to streamline the supply chainiImpact of supplier consolidation on OEMsA differentiatorWorld class KM programs manage&sh

7、are both6Overview of Bain and CompanySan FranciscoMexico CityBostonTorontoChicagoMoscowRomeMunichMilanBrusselsLondonTokyoSeoulHong KongSingaporeSydneyDallasParisZurichBeijingAtlantaLos AngelesMadridStockholmJohannesburgSao PauloNew Yorki26 offices,working in 9 languagesiOver 2,500 consulting staff,“

8、generalist”modeliStrict conflict and sharing standards7Many KM failures over our first 26 years(1973-83)“Word of Mouth”(1983-93)“Experience Center”(1993-99)“BRAVA”iMany attempts at KM over our first 25 yearsiBut none worked.Examples of our everyday pain-Proposals still kept by each partner requiring

9、 email and fax-Research tools werent sufficient to do the job-Our“best”work was still in file cabinets-We still depended on word of mouth to find experts -We redid the same work multiple times each year8Bains approach for getting it rightCreateCaptureOrganizeTransferUseBusinessstrategyKM Objectivesi

10、Define KM for the companyiDefine your content strategy,and what needs to be created to support your strategyiDetermine how to capture(e.g.,format,timing)iOrganize and classify knowledge based on the business“view of the world”iDetermine best modes for Transferring and sharing knowledgeiEnsure format

11、s and access(e.g.,IT)make use as easy as possibleKey elements of KM:9The objectives of KM for BainWhat Its NotiAdvance the scienceiBecome famous authorsiFancy portalsiDocument managementWhat It IsiProvide our staff with the tools and skills to developiEnable our consulting staff to work better and f

12、aster -selling to new clients -starting up work -“cracking the case”iApply Bains best global insights and approaches -No“re-inventing the wheel”Drive client results10Bains knowledge is centered around our case teamsKnowledge“Needs”iBains point of view on the industry and case topiciGreat examples an

13、d approachesiAccess to internal expertsiExternal Research Knowledge“Outputs”iNew industry insightsiNew approaches(and solutions)to problemsiUpdate to Bains point of viewiInsights on managing the case and clientClient DevelopmentCase Start-upIn-Depth Work&RecommendationsImplementation(Partner)(Partne

14、r,Manager and team)(1-3 weeks)(1-2 weeks)(1-6 months)(6 months+)11Our content strategyiMajor research databasesiTop external data sourcesExternal contentBains case&people experienceiSanitized summaries of every client projectiStaff profiles&expertiseiFor“tacit”sharingCodified BaininsightsiBains crit

15、ical IP-Industry verticals-Capability areasi“Reusable”formatsiShort shelf lifeTools and skillsiBains core global toolkitiEmbedded in our staff training programsiLong shelf life12The BVU and GXCExternal contentBains case&people experienceCodified BaininsightsTools and skillsBVU 1.0Launched 1999GXC 1.

16、0launched 2000GXC 2.0BVU 2.0Launched October 200213GXC 2.0 home page14Additional screen shots removed due to sensitivity1510 industry pages on the GXC16Presentations are in an easy-to-use,web-based format17Bain Virtual University18BVU video modules19New External Sources Page speeds upyour research20

17、The GXC has changed the way Bain works“Thanks to the GXC,I was able to pull together a preez on the impact of a proposed merger in the internet space here in Australia in just 24 hours.The deadline would normally have been impossible to meet with any quality,but we got it done.I love this tool!”Mana

18、ger,Sydney“We pulled a case example on Asset Management in the Financial Services Page to create a presentation for the client in only 1 day.It was fantastic!”VP,Munich“GXC is fantastic,I am saving hours already!”AC,Dallas“Your KM system is one of the most intuitive and sophisticated that I have eve

19、r seen.You could do alot to help us out in this area.”Bain Client21Bain knowledge creation and captureProposalsCase summariesIn-depth codified modulesTop external sourcesSellingprocess CaseStart-upCase-endMinimum Goal:Capture on 50%of cases100%complianceAccurate case taggingOne good module on 50%of

20、cases New data sources from every caseOutput:Focused investmentsCreate new Bain points of viewIP DevelopmentDriven by Industry&Capability Practices22Many roles make this process workiDedicated facilitators for knowledge capture and sharingiOffice-based GXC evangelistiRuns office incentive programsiB

21、est external data sourcesiResearch databasesiPartners who oversee Bains global Capability and Industry practicesiContribute best work to share across BainCase TeamPractice AreasKnowledge OfficerInfo ServicesKnowledge Broker23Knowledge Brokers at BainKnowledge SpecialistRegional Knowledge BrokeriAssi

22、gned by Industry or Capability Practice AreaiManages the GXC content and web site in their areasiCoordinates IP development and capture with Practice Area VPsiSupports Practice Area on communications,projects and incentivesiAssigned by officeiGeneralist KM support to teams in their offices-Assist fi

23、nding content/people-Ensures accurate case tagging-Helps write case summariesiProbes case teams to find potential team insights to codify-Case end manager interview-Interfaces with relevant Knowledge SpecialistsiRuns office incentive programs with Knowledge Officer“Office generalists”“Global topic s

24、pecialists”24Metrics and incentivesOfficePractice AreaIndividualiOffice KM Scorecard-Measures all office KM contributions-Normalizes for size-Sent quarterly to office heads and MDiKM factored in Office Head performanceiAnnual Office Knowledge Award-1 large,1 small office-For all KM effortsiPractice

25、Scorecard-Measures KM progress in PA-Sent quarterly to PA heads and MDiKM is a core factor of performance and comp for PA headsiAnnual VP ratings-Assess KM contributions by each VP-Factored into annual compiOffice-based“sticks and carrots”25So whats the impact?iWe cant and wont measure ROI-Most of t

26、he costs are“soft”and cant be measured-Our product is intangible-KM is only one of many inputsiToday we capture many key success indicators-Usage-Satisfaction(annual surveys)-Online quality ratings-Informal“feel”iBut,this is not sufficient26Our framework for KM impactImproveStaffProductivity Build R

27、elationships/IncreaserevenuesDecreasecostsDrive client results27What we know so farImproveStaffProductivity Build Relationships/IncreaserevenuesDecreasecostsDrive client resultsiTeams deliver better quality and results,in less time-More time to“crack the case”-Access to the“best”insights-Better clie

28、nt collaborationiOur client work is globally consistentiPartners build proposals in 30%less timeiThe case team process runs 30%+fasteriContact within the Bain network has increasediClient leads have increasediWin rates at“bakeoffs”have growniClassroom training costs cut by$1M-Shorter programs-No pap

29、eriCaseteam expenses have decreased-Research-Telecom costs28Our next stepsImproveStaffProductivity Build Relationships/IncreaserevenuesDecreasecostsDrive client resultsiInstitutionalize regular customer research on the impact of KM on our jobs-Partners-Other consulting staff levelsiStructured interv

30、iews and surveys,built around this impact frameworkiUse results to direct-Changes to content strategy and priorities-Addition investments in the GXC-Further process improvements29Our key learningsiInternal and external knowledge togetheriContent and thought first,before the technologyiMassive focus on people and process-Knowledge Brokers-Practice Area VPsiCommitment from top managementiQuality over quantityiBuild around how people really work and what they need30