某咨詢公司的知識管理教材

KnowledgeManagementatBainMostexecutivesarenothappywithKM“HowSatisfiedAreYouwith

EachManagementTool?”“HowGoodisEachManagementToolatGettingFinancialResults?Source:BainManagementTools&TechniquesSurvey(2001)2WhyKMOftenFailsNotenoughthoughtbeforetechnologyNotproperlydefiningKMfortheorganizationViewingKMasaseparatefunction,versusjustapartofbusinessstrategyMisguidedfocusonpeopleandprocess3BainhascreatedaleadingKMcapabilityAgoodstrategyforcontentcreationandcaptureFocused,highvalueinvestmentsinintellectualcapitalDeepminingofongoinglearningsfromprojectsTheGXC-agreatKMsystemClassification/taxonomiesIntegrationofinternalandexternalcontentIntegrationoflearningandknowledgePowerfulsearchAlean,value-addedKMteamthatmakestheprocessworkfitsintoexistingcompanystructuresAcultureofsharing,nothoardingTacitCodified4WhyKMmatterstoconsultingfirmsTwocoreassets:peopleandreputationOur“product”isintangibleGlobalbusiness,butwithlocaldifferencesPartnerships,nothierarchiesNature:GenericframeworksanddataarecommoditizingIndustrylifecyclesshrinkingMoreMBAs,lowentrybarrierscompetition!GlobalserviceisrequiredTrends:“Knowledge”isacriticalcapabilityforconsultingfirms5KnowledgeexampleinconsultingYou’reworkinginthePCIndustryDataKnowledgeMarketsizeMarketshareCompetitorpricesAcommodityThebestwaytosegmenttheconsumermarketHowtostreamlinethesupplychainImpactofsupplierconsolidationonOEMsAdifferentiatorWorldclassKMprogramsmanage&shareboth6OverviewofBainandCompanySanFranciscoMexicoCityBostonTorontoChicagoMoscowRomeMunichMilanBrusselsLondonTokyoSeoulHongKongSingaporeSydneyDallasParisZurich?????????????????????Beijing?Atlanta?LosAngelesMadrid?StockholmJohannesburg?SaoPaulo?NewYork?26offices,workingin9languagesOver2,500consultingstaff,“generalist”modelStrictconflictandsharingstandards7ManyKMfailuresoverourfirst26years(1973-83)“WordofMouth”(1983-93)“ExperienceCenter”(1993-99)

“BRAVA”ManyattemptsatKMoverourfirst25yearsButnoneworked.Examplesofoureverydaypain…Proposalsstillkeptbyeachpartner–requiringemailandfaxResearchtoolsweren’tsufficienttodothejobOur“best”workwasstillinfilecabinetsWestilldependedonwordofmouthtofindexpertsWeredidthesameworkmultipletimeseachyear8Bain’sapproachforgettingitrightCreateCaptureOrganizeTransferUseBusiness

strategyKMObjectivesDefineKMforthecompanyDefineyourcontentstrategy,andwhatneedstobecreatedtosupportyourstrategyDeterminehowtocapture(e.g.,format,timing)Organizeandclassifyknowledgebasedonthebusiness’“viewoftheworld”DeterminebestmodesforTransferringandsharingknowledgeEnsureformatsandaccess(e.g.,IT)makeuseaseasyaspossibleKeyelementsofKM:9TheobjectivesofKMforBainWhatIt’sNotAdvancethescienceBecomefamousauthorsFancyportalsDocumentmanagementWhatItIsProvideourstaffwiththetoolsandskillstodevelopEnableourconsultingstafftoworkbetterandfaster

-sellingtonewclients

-startingupwork

-“crackingthecase”ApplyBain’sbestglobalinsightsandapproaches

-No“re-inventingthewheel”Driveclientresults10Bain’sknowledgeiscenteredaroundourcaseteamsKnowledge“Needs”Bain’spointofview

ontheindustryandcasetopicGreatexamplesandapproachesAccesstointernalexpertsExternalResearch

Knowledge“Outputs”NewindustryinsightsNewapproaches(andsolutions)toproblemsUpdatetoBain’spointofviewInsightsonmanagingthecaseandclientClientDevelopmentCaseStart-upIn-DepthWork&RecommendationsImplementation(Partner)(Partner,Managerandteam)(1-3weeks)(1-2weeks)(1-6months)(6months+)11OurcontentstrategyMajorresearchdatabasesTopexternaldatasourcesExternalcontentBain’scase&

peopleexperienceSanitizedsummariesofeveryclientprojectStaffprofiles&expertiseFor“tacit”sharingCodifiedBain

insightsBain’scriticalIPIndustryverticalsCapabilityareas“Reusable”formatsShortshelflifeTools

andskillsBain’scoreglobaltoolkitEmbeddedinourstafftrainingprogramsLongshelflife12TheBVUandGXCExternalcontentBain’scase&

peopleexperienceCodifiedBain

insightsTools

andskillsBVU1.0Launched1999GXC1.0launched2000GXC2.0BVU2.0LaunchedOctober200213GXC2.0homepage14Additionalscreenshotsremovedduetosensitivity1510industrypagesontheGXC16Presentationsareinaneasy-to-use,web-basedformat17BainVirtualUniversity18BVUvideomodules19NewExternalSourcesPagespeedsupyourresearch20TheGXChaschangedthewayBainworks“ThankstotheGXC,IwasabletopulltogetherapreezontheimpactofaproposedmergerintheinternetspacehereinAustraliainjust24hours.Thedeadlinewouldnormallyhavebeenimpossibletomeetwithanyquality,butwegotitdone.Ilovethistool!”Manager,Sydney“WepulledacaseexampleonAssetManagementintheFinancialServicesPagetocreateapresentationfortheclientinonly1day.Itwasfantastic!””VP,Munich“GXCisfantastic,Iamsavinghoursalready!”AC,Dallas“YourKMsystemisoneofthemostintuitiveandsophisticatedthatIhaveeverseen.Youcoulddoalottohelpusoutinthisarea.”BainClient21BainknowledgecreationandcaptureProposalsCasesummariesIn-depthcodifiedmodulesTopexternalsourcesSelling

processCase

Start-upCase-endMinimumGoal:Captureon50%ofcases100%complianceAccuratecasetaggingOnegoodmoduleon50%ofcasesNewdatasourcesfromeverycaseOutput:FocusedinvestmentsCreatenewBainpointsofviewIPDevelopmentDrivenbyIndustry&CapabilityPractices22ManyrolesmakethisprocessworkDedicatedfacilitatorsforknowledgecaptureandsharingOffice-basedGXCevangelistRunsofficeincentiveprogramsBestexternaldatasourcesResearchdatabasesPartnerswhooverseeBain’sglobalCapabilityandIndustrypracticesContributebestworktoshareacrossBainCaseTeamPracticeAreasKnowledgeOfficerInfoServicesKnowledgeBroker23KnowledgeBrokersatBainKnowledgeSpecialistRegionalKnowledgeBrokerAssignedbyIndustryorCapabilityPracticeAreaManagestheGXCcontentandwebsiteintheirareasCoordinatesIPdevelopmentandcapturewithPracticeAreaVPsSupportsPracticeAreaoncommunications,projectsandincentivesAssignedbyofficeGeneralistKMsupporttoteamsintheirofficesAssistfindingcontent/peopleEnsuresaccuratecasetaggingHelpswritecasesummariesProbescaseteamstofindpotentialteaminsightstocodifyCaseendmanagerinterviewInterfaceswithrelevantKnowledgeSpecialistsRunsofficeincentiveprogramswithKnowledgeOfficer“Officegeneralists”“Globaltopicspecialists”24MetricsandincentivesOfficePracticeAreaIndividualOfficeKMScorecardMeasuresallofficeKMcontributionsNormalizesforsizeSentquarterlytoofficeheadsandMDKMfactoredinOfficeHeadperformanceAnnualOfficeKnowledgeAward1large,1smallofficeForallKMeffortsPracticeScorecardMeasuresKMprogressinPASentquarterlytoPAheadsandMDKMisacorefactorofperformanceandcompforPAheadsAnnualVPratingsAssessKMcontributionsbyeachVPFactoredintoannualcompOffice-based““sticksandcarrots””25Sowhat’’stheimpact?Wecan’’tandwon’’tmeasureROIMostofthecostsare““soft””andcan’’tbemeasuredOurproductisintangibleKMisonlyoneofmanyinputsTodaywecapturemanykeysuccessindicatorsUsageSatisfaction(annualsurveys)OnlinequalityratingsInformal““feel””But,thisisnotsufficient26OurframeworkforKMimpactImproveStaffProductivityBuildRelationships/IncreaserevenuesDecreasecostsDriveclientresults27WhatweknowsofarImproveStaffProductivityBuildRelationships/IncreaserevenuesDecreasecostsDriveclientresultsTeamsdeliverbetterqualityandresults,inlesstimeMoretimeto“crackthecase”Accesstothe“best”insightsBetterclientcollaborationOurclientworkisgloballyconsistentPartnersbuildproposalsin30%lesstimeThecaseteamprocessruns30%+fasterContactwithintheBainnetworkhasincreasedClientleadshaveincreasedWinratesat“bakeoffs”havegrownClassroomtrainingcostscutby$1MShorterprogramsNopaperCaseteamexpenseshavedecreasedResearchTelecomcosts28OurnextstepsImproveStaffProductivityBuildRelationships/IncreaserevenuesDecreasecostsDriveclientresultsInstitutionalizeregularcustomerresearchontheimpactofKMonourjobsPartnersOtherconsultingstafflevelsStructuredinterviewsandsurveys,builtaroundthisimpactframeworkUseresultstodirectChangestocontentstrategyandprioritiesAdditioninvestmentsintheGXCFurtherprocessimprovements29OurkeylearningsInternalandexternalknowledgetogetherContentandthoughtfirst,beforethetechnologyMassivefocusonpeopleandprocessKnowledgeBrokersPracticeAreaVPsCommitmentfromtopmanagementQualityoverquantityBuildaroundhowpeoplereallyworkandwhattheyneed309、靜靜夜夜四四無無鄰鄰，，荒荒居居舊舊業(yè)業(yè)貧貧。。。。12月月-2212月月-22Tuesday,December13,202210、雨中黃黃葉樹，，燈下白白頭人。。。23:34:4923:34:4923:3412/13/202211:34:49PM11、以我獨獨沈久，，愧君相相見頻。。。12月-2223:34:4923:34Dec-2213-Dec-2212、故人江江海別，，幾度隔隔山川。。。23:34:4923:34:4923:34Tuesday,December13,202213、乍乍見見翻翻疑疑夢夢，，相相悲悲各各問問年年。。。。12月月-2212月月-2223:34:4923:34:49December13,202214、他鄉(xiāng)生白發(fā)發(fā)，舊國見青青山。。13十二月月202211:34:49下午午23:34:4912月-2215、比比不不了了得得就就不不比比，，得得不不到到的的就就不不要要。。。。。。十二二月月2211:34下下午午12月月-2223:34December13,202216、行行動動出出成成果果，，工工作作出出財財富富。。。。2022/12/1323:34:4923:34:4913December202217、做前，，能夠環(huán)環(huán)視四周周；做時時，你只只能或者者最好沿沿著以腳腳為起點點的射線線向前。。。11:34:49下下午11:34下下午23:34:4912月-229、沒有失失敗，只只有暫時時停止成成功！。。12月-2212月-22Tuesday,December13,202210、很多事事情努力力了未必必有結(jié)果果，但是是不努力力卻什么么改變也也沒有。。。23:34:4923:34:4923:3412/13/202211:34:49PM11、成成功功就就是是日日復(fù)復(fù)一一日日那那一一點點點點小小小小努努力力的的積積累累。。。。12月月-2223:34:4923:34Dec-2213-Dec-2212、世世間間成成事事，，不不求求其其絕絕對對圓圓滿滿，，留留一一份份不不足足，，可可得得無無限限完完美美。。。。23:34:4923:34:4923:34Tuesday,December13,202213、不知香積寺寺，數(shù)里入云云峰。。12月-2212月-2223:34:4923:34:49December13,202214、意志堅強的的人能把世界界放在手中像像泥塊一樣任任意揉捏。13十二月月202211:34:49下午午23:34:4912月-2215、楚塞三三湘接，，荊門九