四大 安永 知識管理案例分析

KMProjectonErnst&YoungAABS(China)Speaker:KMersGroupDate:2021/10/10Ernst&YoungLogoKMProjectonErnst&YoungAABS(China)BackgroundInformationofErnst&YoungTaskidentificationKMprocessidentificationandassessmentIdentificationofdesiredKMprocessesAssessmentofcurrentKMsolutionsandinfrastructurefocusingontheireffectsIntroductionofEYOneofthelargestprofessionalservicesfirmintheworldOneofthe"BigFour"accountancyfirms,alongwith:DeloitteKPMGandPricewaterhouseCoopersEYwasrankedbyForbesmagazineasthe9thlargestprivatecompanyintheUnitedStatesin2021.Size141,000peoplesharingtheiridealsandpassionhelpclientsimprovingtheirbusinessaroundtheglobeAglobalorganizationofmemberfirmsinmorethan140countries.HeadquarteredinLondon,UK.URLofErnst&Young:GlobalStructureGloballymanagedoftheBigFourfirms.SetsstandardsOverseespolicyandconsistencyofservice,withclientworkbeingperformedbyitsmemberfirms.Strategy“QualityInEverythingWeDo〞QualityofserviceDeliverprofessionalknowledgeAABSAssuranceandAdvisorybusinessservicelineThestructuralcharacteristics:inchargeofabranchofficeandanumberofprojectsresponsibleforseveralprojectsandcansignauditreports

engageinspecificfieldwork

leadinglowerlevelemployeescontributeandfacilitatetheworkingprocessObjectivesProvidehighqualityauditingandIPOservicefortheclients.Enhancethequalityoftheprofessionalknowledgeoftheorganization.PreserveandsharethehighqualityprofessionalknowledgewithinE&Y.Morecompetitiveintheindustry.Absolutelyconducivetomaximizetheprofitandtheorganization’simpact.MotivationHugelyappreciatesanddependsonthehumanresourceHighqualityprofessionalknowledgecandistinguishtheorganizationitself.ChallengesWorkburden–heavy--highturnoverrateTheseverechallenge:thecontinuityoftheknowledgechainBringtheprofessionalknowledgeawaywiththemwithoutPassingtheessentialknowledge.PromotingfrequentlytosustainresponsibilitiesLearningfasttoadapttothenewrequirements.Coachotherlowerlevelemployees.Challenge(Cont’d)Eitherthecontinuityofknowledgechaincrashesoremployeesfailstoacquirenewrequiredknowledgewillleadtodestructiveimpactsontheorganization’sobjectivesbecausetheknowledgeflowwillhavefracturesandasaresulttheservicequalitywillbedegradedgreatly.ScopeStrategytheknowledgechaincontinuityObjective

therateofsharingChallengespassingthroughknowledgethemostvitalfactorstoconfirmthehighqualityworknarroweddowntothetrainingprocessofAABSKMProjectonErnst&YoungAABS(China)BackgroundInformationofErnst&YoungTaskidentificationContingencyfactorsassessmentIdentificationofdesiredKMprocessesAssessmentofcurrentKMsolutionsandinfrastructurefocusingontheireffectsTaskIdentificationThetrainingprogramprocess:atraditionalperspectiveofhowtheemployeesaretrainedinaspecifiedtrainingprogramTheon-jobtrainingprocess:acontinuousdailyprocessaccompaniedbytherealworkconditionsKMProjectonErnst&YoungAABS(China)BackgroundInformationofErnst&YoungTaskidentificationContingencyfactorsassessmentIdentificationofdesiredKMprocessesAssessmentofcurrentKMsolutionsandinfrastructurefocusingontheireffectsContingencyfactorsassessmentKnowledgediscoveryprocessKnowledgecaptureprocessKnowledgesharingprocessKnowledgeapplicationprocessAssessmentoftheContingencyFactorsKMProcessIdentificationMajorProcessesTaskCharacteristicsKnowledgeCharacteristicsOrganizationalCharacteristicsEnvironmentalUncertaintyDesiredKMProcess(es)InterdependenceUncertainty

T/ED/PSizeStrategyThetrainingprogramprocessInterdependenceCertaintyMainlyExplicitplusTacit

BothD&PSmall(Basedongroupstudies)

DifferentiationLow

Theon-jobtrainingprocessInterdependenceUncertaintyMainlyTacitplusExplicit

BothD&PSmall(Basedonteamcooperation)

DifferentiationHigh

KMProjectonErnst&YoungAABS(China)BackgroundInformationofErnst&YoungTaskidentificationContingencyfactorsassessmentIdentificationofdesiredKMprocessesAssessmentofcurrentKMsolutionsandinfrastructurefocusingontheireffectsAppropriateCircumstancesforVariousKMProcessesKMProcessesContingencyFactors

TaskUncertaintyTaskInterdependenceExplicitorTacitKnowledgeProceduralorDeclarativeKnowledgeOrganizationalSizeBusinessStrategyEnvironmentalUncertainlyCombinationLowHighEP/DSmall/LargeDHighSocializationforKnowledgeDiscoveryHighHighTP/DSmallDHighSocializationforKnowledgeSharingHighHighTP/DSmallLC/DLowExchangeLowHighEP/DLargeLC/DLowExternalizationLowLowTP/DSmall/LargeLC/DLowInternalizationLowLowEP/DSmall/LargeLC/DLowDirectionHighHigh/LowT/EPSmallLCHighRoutinesLowHigh/LowT/EPLargeLCHighThetrainingprogramprocessContingencyFactorsKMProcessesTaskUncertainty=LowTaskInterdependence=HighExplicitKnowledgeOrganizationalSize=SmallBusinessStrategy=differentiationEnvironmentalUncertainly=LowNumberof“Yes”Numberof“OK”Numberof“NO”CommutativePriorityScoreCombinationYesYesYesOKYesNo4114.5SocializationforKnowledgeDiscoveryNoYesNoYesYesNo3033.0SocializationforKnowledgeSharingNoYesNoYesOKYes3123.5ExchangeYesYesYesNoOKNo3123.5ExternalizationYesNoNoOKOKYes2223.0InternalizationYesNoYesOKOKYes3214.0DirectionNoOKOKYesNoNo1232.0RoutinesYesOKOKNoNoNo1232.0PrioritizingthetrainingprogramprocessPriority

Combination4.5Internalization4.0SocializationforKnowledgeSharing3.5Exchange3.5SocializationforKnowledgeDiscovery3.0Externalization3.0Direction2.0Routines

2.0TheOn-jobTrainingProcessContingencyFactorsKMProcessesTaskUncertainty=HighTaskInterdependence=HighTacitKnowledgeOrganizationalSize=SmallBusinessStrategy=differentiationEnvironmentalUncertainly=HighNumberof“Yes”Numberof“OK”Numberof“NO”CommutativePriorityScoreCombinationNoYesNoOKYesYes3123.5SocializationforKnowledgeDiscoveryYesYesYesYesYesYes6006SocializationforKnowledgeSharingYesYesYesYesOKNo4114.5ExchangeNoYesNoNoOKNo1141.5ExternalizationNoNoYesOKOKNo1232.0InternalizationNoNoNoOKOKNo0241.0DirectionYesOKOKYesNoYes3214.0RoutinesNoOKOKNoNoYes1232.0PrioritizingOn-jobTrainingProcessesPriority

SocializationforKnowledgeDiscovery6.0SocializationforKnowledgeSharing4.5Direction

4.0Combination3.5Routines2.0Externalization2.0Exchange1.5Internalization1.0KMProcessIdentificationMajorProcessesTaskCharacteristicsKnowledgeCharacteristicsOrganizationalCharacteristicsEnvironmentalUncertaintyDesiredKMProcess(es)InterdependenceUncertainty

T/ED/PSizeStrategyThetrainingprogramprocessInterdependenceCertaintyMainlyExplicitplusTacit

BothD&PSmall(Basedongroupstudies)

DifferentiationLowCombination(4.5)Internalization(4)Theon-jobtrainingprocessInterdependenceUncertaintyMainlyExplicitplusTacit

BothD&PSmall(Basedonteamcooperations)

DifferentiationHigh

Socialization(5.25)Direction(4)KMProjectonErnst&YoungAABS(China)BackgroundInformationofErnst&YoungTaskidentificationContingencyfactorsassessmentIdentificationofdesiredKMprocessesAssessmentofcurrentKMsolutionsandinfrastructurefocusingontheireffectsKMAssessmentMajorProcessesDesiredKMProcessesActualKMinPlaceResultsKMSKMSinfrastructureMechanismTechnologyCulture(Value.TopMgmt.Encourage’mt.Incentives.etc)StructureITCommonKnowledgePhysicalValid?Good?ThetrainingprogramprocessCombination(4.5)Internalization(4)TutoriallearningCasestudiesExamsOnlinecourses&trainingsystemCooperative,sharingandproactivelearningandworkingcultureGrouporganizedstructureITBackupapplicationThinkPadGlobaldatabasenetworkMicrosofttechnologycommunicationsystemAccounting&AuditingprofessionalknowledgeCorporationandcommunicationskillsGrouporientedphysicalarrangementsValidenough.Efficientandeffective.Theon-jobtrainingprocessSocialization(10.5)Direction(4)Counsellor/CounselleerelationshipcoachingGAMxProjectteambasedstructureTeamgettogetherphysicalarrangementsValid.NeedtobeimprovedinordertocoordinatetheKMsolutionwiththeKMInfrastructureImpactsofKMSKMInfrastructureAssessmentKMInfrastructureRelatedAttributesOrganizationalcultureCooperative,sharing,andproactivelearningandworkingculture.OrganizationalstructureGrouporganizedstructureforthetrainingprogramprocessandprojectteambasedstructurefortheon-jobtrainingprocess.InformationTechnology1.ITBackupapplication2.Thinkpad3.Globaldatabasenetwork4.MicrosofttechnologycommunicationsystemCommonknowledge1.Accounting&Auditingprofessionalknowledge2.CoorporationandcommunicationskillsPhysicalenvironmentGrouporientedphysicalarrangementsforthetrainingprogramprocessandteam.GrouporteambasedphysicalenvironmentarerequirementsofauditingroutineworkKMSolutionsAssessmentKMsolutionstothetrainingprogramprocessMechanisms:EnhanceInternalizationTutoriallearningprocessEnhancecombinationCasestudyprocess,examinationTechnology:EnhanceInternalizationOnlinecourses&trainingsystemKMSolutionsAssessment(Cont’d)KMsolutionstotheon-jobtrainingprocessMechanisms:EnhancesocializationCounselor-counseleerelationshipcoachingTechnology:EnhancedirectionGAMxResultsInAABS(China),allofthedesiredKMprocessesarecoveredbytheassessedcurrentKMsolutions.Pleaselookattheredsentencesinthetables.ThatseemstobeaproblemKMAssessmentMajorProcessesDesiredKMProcessesActualKMinPlaceResultsKMSKMSinfrastructureMechanismTechnologyCulture(Value.TopMgmt.Encourage’mt.Incentives.etc)StructureITCommonKnowledgePhysicalValid?Good?ThetrainingprogramprocessCombination(4.5)Internalization(4)TutoriallearningCasestudiesExamsOnlinecourses&trainingsystemCooperative