知識(shí)管理和管理咨詢

1、Knowledge Management and the Consulting IndustryTheConsultantOnce uponatime there wasa shepherd tendinghis sheep at theedge of acountryroad.A brand newMustang screechestoa haltnexttohim. Thedriver, ayoungman dressedinanArmani suit, Cerrutti shoes,Oakleyglasses,TAG wrist watch anda Bhstiegetsoutand a

2、sksthe shepherd,IfIguesshowmanysheepyouhave,willyougivemeoneofthem? Theshepherdlooksattheyoungman,then looks at thesprawlingfieldofsheepand says, Okay.The young manparksthecar,connectshisnotebookand wireless modem,entersaNASA site, scans thegroundusinghis GPS,opensadatabaseand60Exceltables filledwit

3、h algorithms, thenprints a150 pagereport on hishigh techminiprinter.Hethen turns to theshepherdandsays,Youhave exactly1,586sheephere. Theshepherdanswers:Thats correct, youcanhaveyour sheep.The young mantakesoneofthe animalsand putsitinthe backofhis vehicle. Theshepherdlooksathimand asks: Now, if Igu

4、essyourprofession,will youpaymebackinkind?The young mananswers:Sure. Theshepherdsays,You area consultant.Exactly!How didyouknow? asksthe young man.Verysimple,answerstheshepherd. First,you cameherewithout being called.Second,youchargedmea feetotell me somethingI alreadyknew.Third, youdonotunderstanda

5、nythingaboutmybusiness.and Idreallyliketohave my dogback.What is consulting?TheCollins EnglishDictionaryreveals thattoconsultistomake oneselfavailable to giveprofessional advice,especiallyatscheduledtimesand fora fee.The termconsult originatesinthe medicalprofession.Thereaconsultant is aphysician wh

6、oisaskedtoconfirm adiagnosis;oritisa physician(orsurgeon)who holds thehighest appointment in aparticularbranchofmedicineorsurgeryina hospital.Theconsultantisthereforesomeone mostlya specialistwhoisaskedtogive expertadviceorinformation.ThemanagementconsultantThemanagementconsultant is aspecialbreedof

7、consultant.Personificationofthe knowledgeeconomy;Anti-thesistoFordsassembly-lineworker.Symbolises thefutureofwork:notdirty, notheavy-duty,notmanual,notmonotonous,not de-skilled, notde-humanized, notbadlypaid;butflexible, creative,international,demanding, cross-cultural,well-paid, technologicallyadva

8、nced,fun.Theidoloftodays workingworld; it is oneofthemaindriversofthe business of business educationAccenture, PricewaterhouseCoopers(PwC), CapGeminiErnst&Young,McKinsey&Co., Bain&Co., TheBostonConsultingGroupandMercer (toname buta few)are thearchetypal companiesoftodays globalinformationalcapital,w

9、hichattractthehighestcalibregraduates.InterConGermansubsidiaryofa globalmanagement andtechnology consultingcompanyTheIKM projectVirtual projectteamITStrategyCAsOperationalProcessesCAsInformationManagementCAsPeopleCAsGMTs (Industries)Telecom &MediaConsumerGoodsChemicalsLife SciencesFinancialServicesE

10、nergyTransport/ TourismAutomotive /EngineeringUtilitiesetc.USAFranceUKGermanyDisciplinesPoAsSupplierNetworksElectronicBusinessEuroTransformationKnowledge-ManagementERP(Standard Software)CustomerRelationshipManagementService OfferingsOrganisationalStructureofInterConProject KnowledgeCaptureAtProjectS

11、tartBeforeProjectEndAccess to KnowledgeFeedback and Rewardsupdates KBaseupdates KBasefinalizeknowledgecapturereport, copytoPKC,PM,GMT/Disc, CoE,CA, PoAKCatproject end,handsoverproject archivetolocalInfoCentrereviewKCapturereport andtogetherwith streamleads,identifyBestinClass GMTdocumentsKeyRolesGMT

12、KCGMTKnowledge ChampionPMProject ManagerPKCProject KnowledgeChampionGMTKSGMTKnowledge SpecialistCoE, CA,PoA, DisciplineKnowledge SpecialistCoE, CA,PoA, DisciplineKnowledge ChampionALLStrategicDirectionKBaseMaintenanceCoE, CA,Disc.,GMT ExpertTeam andKSDefineand communicate thestrategicknowledge manag

13、ementobjectivesandset expectationsatalllevelse.g. at yearlyKMconference in September,Capabilities Councils andotherleadership meetingsQuarterlymeetingwith GMT/Disc.tofilternon relevant documentsout, identify gapsand discussexpectations to fillthe gaps. UpdateCD-ROMcopies of ToolBoxesand KBases.Proje

14、ctsaccessknowledge via:theCOMPASS(intranetwhichprovidesworld-wideaccesstothe KBases),CoE, CA,Discipline,GMTExpertTeamsandKCs (whosemain roleistohelpdevelop,capture anddisseminateknowledge),andKnowledgeSpecialists(whoactasaglobalpointofcontactandanswer specific,complex requests forinformationona case

15、bycasebasis,throughoutproject duration).Make KnowledgeManagement partofthe feedback andrewardloop:360oexpectationandfeedbackexchangefor knowledgecaptureRewardmostinnovative andbestinclasscontributions.Internalknowledgemanagementinvolvesa numberofactorsatall stagesoftheprojectlife cyclereviewdocument

16、s andallocatetotherelevant(GMT,CoE,CA,Disc.) KBasesupdates P&PDatabaseContactsPMtoidentifyPKCand KSidentifies PKCandaccountableKSsends“KCPack”and GMTKBaseCD-ROMcompletesP&Pform andforwardstoKSfillsinKCapturereportand sends to KSdefineand communicate knowledgecapture approach andsetconcretecaptureexp

17、ectationswithteamabstractandsanitizebestdocumentsand sendtoKSInvolvement of all project team members is critical to achieving our objectivesGMT, CoE, CA and Disciplines KC and experts play a key role in assessing innovations and best in class contributions.In the case that the PM identifies a KS oth

18、er than the GMT KS, please refer to Panel 16 to see how the KCapture process changes.A joint conference call for small projects and an on-site expectation session for large projects is suggestedA joint conference call for small projects and an on-site knowledge capture session for large projects is

19、suggestedCapturingknowledge fromprojectsinvolvesthe followingprinciples.Project KnowledgeCaptureupdates KBaseupdates KBasefinalizeknowledgecapturereport, copytoPKC,PM,GMT/Disc, CoE,CA, PoAKCatproject end,handsoverproject archivetolocalInfoCentrereviewKCapturereport andtogetherwith streamleads,identi

20、fyBestinClass GMTdocumentsKeyRolesGMTKCGMTKnowledge ChampionPMProject ManagerPKCProject KnowledgeChampionGMTKSGMTKnowledge SpecialistCoE, CA,PoA, DisciplineKnowledge SpecialistCoE, CA,PoA, DisciplineKnowledge Championreviewdocuments andallocatetotherelevant(GMT,CoE,CA,Disc.) KBasesupdates P&PDatabas

21、eContactsPMtoidentifyPKCand KSidentifies PKCandaccountableKSsends“KCPack”and GMTKBaseCD-ROMcompletesP&Pform andforwardstoKSfillsinKCapturereportand sends to KSdefineand communicate knowledgecapture approach andsetconcretecaptureexpectationswithteamabstractandsanitizebestdocumentsand sendtoKSInvolvem

22、ent of all project team members is critical to achieving our objectivesGMT, CoE, CA and Disciplines KC and experts play a key role in assessing innovations and best in class contributions.TheGMT KS contacts thePM,offers KnowledgeManagement coachingTheProjectManager (PM)identifiestheProjectKnowledgeC

23、hampion(PKC)andtheKnowledge Specialist(KS)that willbeaccountablefor capturingtheprojectsknowledgeTheaccountableKSwillusually be theGMTKS. However, if aprojectislargely Discipline/CA/CoE driven(for example, IM Discipline),then theappropriateDiscipline/CA/CoEKSshouldbecome theaccountableKnowledgeSpeci

24、alist(The above processassumestheGMT KS is selected;Pleasesee nextslidefor Disciplineand A&Dexamples)IfthePMcan notidentifya KS,theGMT KS is selected automaticallyGMTKSsendsKnowledgeCapturePack andGMTKBaseCD-ROMExchangeanddocumentationofKnowledgeCaptureexpectationsGMTKSand other appropriate KS,PM,PK

25、C andotherproject membersexchangeconcreteknowledge captureexpectations which aredocumented in theKCapturereport(Pleaseseeappendixfor atemplate)A joint conferencecallforsmallprojectsand an on-siteexpectationsettingsession forlargeprojectsissuggestedPKCsendsKCapturereport to GMTKSwhoforwardsittootherK

26、S(Discipline, CA,CoE)TheGMT KS ensuresthatthePeople&ProjectSummaryissubmittedbythe PKCTheGMT KS ensuresthatthecasehistory,case study andproject archiveiscapturedfromtheprojectSelectionofBestinClass documentsTheKnowledge Capturereport shouldbereviewedAllprojectmembers (undertheleadershipofPKC) review

27、allrelevantdocuments andselectmostinnovative andotherBestinClassGMT as wellasDisc./CA/CoE documentsGMT, Discipline, CA andCoEKnowledge Specialists,KnowledgeChampions andotherexperts canbeconsultedtoidentifyBestinClass documentsA one-dayKnowledge Capturesessionwith allrelevantKSissuggestedfor large p

28、rojects;a joint conferencecallshouldbeorganisedforKCapturefromsmallprojectsTheKCapturereport is updatedbythe PKCandsenttoGMTKSAllidentifiedBestinClassdocuments areabstracted (inEnglish)bytheprojectmembers andsubmittedtothe GMTKSwhoisforwardingrelevantdocumentstootherKnowledge Specialists (accordingt

29、oKCapturereport)AllKSreview thesubmitteddocuments andupdatetheirKnowledge DomainsaccordinglyTheKnowledge Capturereport is finalizedbyallinvolvedKS(under leadershipofGMT KS)andforwarded to thePKCaswellascopiedtothe PM andallrelevantKnowledge ChampionsPrinciplesAtProjectStartBeforeProjectEndIn the cas

30、e that the PM identifies a KS other than the GMT KS, please refer to Panel 16 to see how the KCapture process changes.A joint conference call for small projects and an on-site expectation session for large projects is suggestedA joint conference call for small projects and an on-site knowledge captu

31、re session for large projects is suggestedFilteringrelevantdocuments ensureshigher qualitycontentintheKnowledge BaseRelevantproject documentsarecollected throughoutthe projectAllprojectmembers (underconsultationwithappropriateKSand/orKC) determinewhether document shouldbesubmittedoridentifyany nexts

32、tepsNoNoInclude document in Best in Classdocumentpack andsubmittoGMT KSYesNoYesYesAllprojectmembers (undertheleadershipofPKC) reviewallrelevantdocumentsNoYesHowdo we value theimportance of thedocfor theCA,CoE,GMT, PoAorDisc.?Isdocumentanadditionorbuildtoanexistingdocumentortechnology?Isdocumentanewa

33、pplicationofan existing toolortechnology?InnovativeKeyBasicProject Membersmustselectthe Best in Classproject documentsandabstractthem.One dayon-site knowledgecapture sessiontogetherwithKnowledgeSpecialistsissuggested forlargeprojects.This is thedetailedworkplanforKnowledge Capturing0.Setup0.1Technic

34、alinfrastructure-Get organizedquickly!Chosetheeasiestwaytotransferfilestoyourmachine.Usedisksifnecessary.1.Data Mining1.1DataTransfer- copyall files intodirectory A, copythemone-by-one to directoryB andrenameaccording to standards1.2KeepTrackoffiles- useExcel-sheettoidentifyandcategorizeeveryfile.Be

35、very exact withthisXLS-sheet!2.Structuring2.1Projectplan-havetheprojectlead or workstreamleadsmakea draft or usea presentationonthis issue,definetopics-getthemtoidentifyimportantfilesand assignthem to topics,markfileswithout topic forlateruse2.2HMTL-structure- usetemplatesasmuchasyoucan,keep to stan

36、dards,involveleadswith design3.Prototyping3.1Graphics-convert ppt-filestojpgs,map them, definetopicHTML-filenames- createthetopic-HTMLfiles3.2HTML-templates- addclientlogos, changecolors, butstickwith thestandards!4.Encoding4.1HTML-files- check XLS-sheetforgaps,haveleadsfill theminorset marks- usema

37、il-merge featurefromWord,view fileand saveeachfile withcorrectfilename(tedious,but critical)5.Refining5.1Abstracts andKeywords-haveauthors write up somekeywordswherenecessary,addpurposeinformationwhen apropriate5.2Test,test,testthestructure,linksandassets6.Production &Presentation Knowledge Capture

38、on Project XXXWorkstreamArea of Knowledge CaptureWhat Aspects are Novel & WhyRelevant for which unitProposed Capture DateProject“A”KS“A”To be filled out by Project teamTo be filled out by KS teamActual Capture DateKBases/HomepagesKnowledgeDomainsofGMTs,Disciplines/CAsand CoEswillhave thefollowingbas

39、icstructureIntroductions, Points of View, Training Material, Case Studies, External ReadingsBDBusiness DevelopmentA&DAnalysis & DesignRDResults DeliveryIndustry issuesConferences and seminar presentationsMarketing materialCompetitor intelligenceClient referencesWhat we findProposal examplesPeople an

40、d facultyA&D/ impact case studiesProject designProgram managementand monitoringBenefits caseChecklistsTools/ methodologiesBest practicesProgram management and monitoringH2 guide and toolsBenefits tracking01Read me firstProcess of KnowledgecaptureContactsandExpertsCurrent Liveprojectportfolio01Pointo

41、fViews:InterCons point of viewonagivenindustryormethodology,i.e.someperspectiveisbrought to thedocumentratherthana recitationoffacts/stepsOften,but notalways, ashortdocument(15-20 pages)includes“whatwefinds”02DetailedIndustryOverviews:Detailedoverviewofa specific industrySame contentasPointofView,bu

42、t moredetail andmore emphasis on analysisIn-depthdescriptionofindustries (majorplayers,industrystructure, critical successfactors)03Marketing SupportMaterials:Quality material to share withclientsduringbusinessdevelopmentand other clientcommunication activities, including:Capability brochures/statem

43、entsConference presentationsHorseblankets/whitepapersProposals/proposallettersRedissues (selling issuesforagivenclient/industry)RFP(Requestfor Proposal;asInterConuses theterm typicallya detailed response to aclientsRequestfor Proposal on agivenproject)What we finds (commonissues in agivenindustryorf

44、unctionwithin an industry)04TrainingModules:Training-focused documentstoguideInterConandclient teammembersinapplyingmethodologyorinunderstandinganindustryincluding:Competency overview/training objectivesDetailedmethodologyapproach;detailsimplementationstepsCriticalsuccess factorsIssues/challenges,le

45、ssonslearnedTools/diagnosticsrequired05Key Tools &Diagnostics(Industry specific):Foreachdiagnostic/toolrelevanttomethodologyHowtoapply/use tool, expected results, detailed stepsSamplepanelset forpresenting to client/steeringcommitteeActualdiagnostictool of survey,spreadsheets,interviews,etc.,and sou

46、rcesfor vendortoolsAnyscoringspreadsheetsorresources whocanassist06IndustryExamples/Approaches:Documentsdevelopingduringthe courseofa project, outlininghowInterConplanstoconductwork andwhat deliverableswill resultorthefinaldeliverables themselves. Includes:AsIs/interviewfindingsA&DbusinesscasesChart

47、ersIssues/challenges,lessonslearnedFinalreports/deliverablesImplementationplansProject designs/approachesRDexecutiveupdatesStrategicrecommendationsValuechainsWorkshopitems07CaseStudiesDocumentsdetailing whatworkInterConconductedonbehalf of aclient includingpointssuchasthebackgroundoftheproject,whatw

48、efound,whatwedidand whatweare lookingforwardto.08Benchmarking Studies/Approaches:Benchmarkingdocuments maycontainmetrics(specificfigures,e.g.23widgets perfortnight),processes(e.g.ACME utilises concurrentengineeringtoget gadgetstomarket fasterandwithfewerdefects),orboth.09CompetitorProfiles/Approache

49、s:Documentation referencing howcompetitorsapplymethodologyOthernames formethodologyIndustryexperienceLessons learned10ExternalReadingList:Abstractsofimportant books andarticlesrelevanttomethodologyInclude accurate sourceforeach(title, author,date,journaltitleandpagenumbers if appropriate)Content for

50、IndustryHomepagesH2getfromanunstructuredheapofproject filesto afullyoperationalIntranetstructure in 5daysTaskTimetableDescriptionDeliverables1.Data Mining2.Structuring0.Setup3.Prototyping4.Encoding5.Refining6.ProductionConnect to local systemsCollect allfilesfromprojectDefineprojectplan,assignfilest

51、otopicsDesignInternetpagesand logicalstructureCreateHTML-files,create linksImprove abstracts,review keywordsProduce finalizedVersion,PresentationMonTueWedThuFriTechnicalinfrastructureinplaceAllfilesrenamedandcatalogized, XLS-sheetKeyareasdefined,XLS-sheet updatedHTML-structureandlinksdefinedHTML-fil

52、es createdandlinkedinto structureAllabstracts finalizedwith keywordsFinishedIntranetKnowledgeBaseTask 0-SetupRequirementsExternalInputsObstaclesActionsDeliverablesLessons LearnedNeverunderestimate thetime it takes to setupa systeminaforeign environment!- fully equipped hardware- complete setofsoftwa

53、re- information on infrastructure- disks,laplink-cable,modem- telephoneandmodemline- roomtowork- accesstosystems- User-ID, password- incompatibleHW/SW- no systemaccess- limitedaccess toshared resources- setupcomputer,checkmodemconnection- estimate bestdatatransfermethod- check datatransferand compat

54、ibility- getinfo on whatmaterialtoobtain- check availabilityofsharedresources- solution of major IT obstacles- independentlyoperationalsystem- hard-/softwarechecks- scope of datatransferdefinedTask 1-Data MiningRequirementsExternalInputsObstaclesActionsDeliverablesLessons LearnedSome files exist in

55、older version. Makesureyouhavethenewest one!Checkinall disks andsources available.- connectiontonetworkOR- laplinkconnection- other datamedia- accesstosystems- User-ID, password- listofrequiredfiles- incompatibleHW/SW- no systemaccess- limitedaccess toshared resources- transfer data- renamefilesacco

56、rdingtostandards- createXLS-sheetwithfile information- allfilescopiedand categorized- XLS-sheetupdated andcompleteTask 2-StructuringRequirementsExternalInputsObstaclesActionsDeliverablesLessons LearnedA gooddesign of theproject planimprovesthecategorizingofthe files.- agreementonproject scope- suppo

57、rtfromproject leads- draft of projectplan- definedtopicareas- ideas on design- projectleadnotavailable- toomany filesundefined- designproject plangraphics- defineHTML-structure- designHTML-template pages (abstracts)- designofproject plangraphics- designofHTML-structure- designofHTMLs- updatedXLS-she

58、etTask 3-PrototypingRequirementsExternalInputsObstaclesActionsDeliverablesLessons LearnedCreatinggraphicsforinternetpagestakestime.Donttry to getperfect images.- OK forproject plandesign- workstreamleads- projects leads- complexitytoo high- integration cannotbevisualized- createproject plangraphics-

59、 createHTML-mapandlinks- createHTML-template- HTML-structure operational- projectplanmapcomplete- HTML-templates finalizedTask 4-EncodingRequirementsExternalInputsObstaclesActionsDeliverablesLessons LearnedKeep atrackeronmissing or faultylinks.Alsowatchoutfor doublereferences andchanges in targetlin

60、ks.- structureanddesign MUSTbereadyandapproved- XLS-sheetcomplete- HTML-templates approved- OK fordesignandstructure- gapsinXLS-sheetmightbeforgotten- useWord mail-mergefeaturetocreateallHTML-abstracts- teststructure andlinks- allHTMLs andlinkscreated- programming completedTask 5-RefiningRequirement