University of Virginia

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University of Virginia Oct 11, 2002 Ann Noles,
Manager of Knowledge Management, Enterprise
Services Integrated Architecture
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Agenda

• About Capital One
• Initial efforts at Knowledge Management
• Examples of our first pilot activities
• Current project efforts
• Next steps

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Capital One at a Glance

• A leading financial services company
• 6th largest credit card issuer in the U.S.
• -- 53.2 billion in managed loans
• -- 48.6 million customers
• Located in 8 U.S. cities, Canada, U.K., France
  and South Africa
• A FORTUNE 500 Company - 260!
• One of the Best Companies to Work for in
  America -FORTUNE (4th year in a row!)
• One of the Best Companies to Work for in the
  U.K.-The Sunday Times (2nd year in a row!)
• A top 100 company in Customer Relationship
  Management
• - CIO magazine

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We have grown outside of credit cards
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Capital One has 20,000 associates in offices
across the globe
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Weve experienced enormous growth
Capital One Customers
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Success is driven by our Information-Based
Strategy
Right Product
Right Customer
Capital Ones IBS

• Testing - products
• Analysis - responses
• Micro-segmentation -
• Solicitation

Right Price
Right Time
Right Channel
Mass Customization results in Micro-Segmentation
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IT-Business Alignment
IT
Culture
Process
Synergy
M A
Ops
IT is an equal partner in decision making
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Our beginning KM Strategy

• Find areas in the organization where there is a
  sponsor or a high profile need
• IT - Yellow Pages
• Analysts - Centers of Excellence
• Quickplace - lets get connected
• Risk - new approach to collections
• Auto Finance - Sales organization

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YELLOW PAGES
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Analyst Community
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Document Management

• Business Problem
• We grew so fast, our knowledge is spread
  primarily through social networking
• Work can be more fully leveraged
• We need to get organized!
• Documents management has been informal and
  localized
• We can work smarter, faster and better if we
  leverage the work of others

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Next Steps

• Enterprise - develop an enterprise document
  management strategy
• IT - leverage re-organizations around Centers of
  Excellence
• ESIA Enterprise Services Integrated
  Architecture
• System documents
• Lessons Learned
• Rewards System

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