Making KCS Work An OutSightsCompaqLegatoVersign Case Study

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Making KCS WorkAn OutSights/Compaq/Legato/Versign
Case Study

• OutSights Guidance Systems
• October, 2001

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Agenda

• Purpose - Explore the need and solutions for
• A better knowledge capture environment
• A KCS performance management system
• Agenda
• Introduction
• Overview of KCS Process Model
• Dialogue on the issues and roadblocks encountered
  by organizations attempting to operate KCS
  
• TheInterface demo and QA
• Performance management system overview, Vital
  Signs demo and QA
  
• Wrap-Up

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KCS Process Model
Context
Analysis
Information
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DialogueWhy arent we successful?

• Think about the phases of adoption and reflect
• During your adoption of KCS
• What were some of the roadblocks or potholes?
• What caused the program to bog down?

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KCS Process Model
Enhanced knowledge capture help needed here!
Solve
Context
Resolution
Analysis
Information
Evolve
Solution
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TheInterface

• Software application that facilitates KCS solve
  workflow
  
• Create knowledge object with less time and less
  work
  
• Demo

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KCS Process Model
Solve
Context
Resolution
Analysis
Information
Evolve
Solution
Performance Mgmt Help Needed Here!
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Why Do We Need a KCS Performance Management
System?
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Agenda

• The Need for a Performance Management System
• Organizational Operating Systems
• Enabling the Evolve Process
• Benefits of Vital Signs
• Performance Management
• Vital Signs Functions Architecture
• Prototype Program

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KCS Operating System
Knowledge Architecture
Strategic Framework
Structured Problem Solving
Solve
Capture
Structure
Solution Set Maturity
Improve
Context
Resolution
Deliver
Structured Coaching
Maintain
Analysis
Information
Solution
Assess
Monitor
Individual Performance Support
Measure
Automated Review
Evolve
Feedback System
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Purpose of a Performance Management System

• Monitor
• Monitor complex knowledge system health
• Drive results that align with the business
  objectives
  
• Measure
• Proficiency, quality, participation and capacity
• Predict trends and future behaviors
• Assess
• Analyze performance on multiple levels
• Assess contribution and value
• Maintain
• Highlight areas that need attention
• Provide feedback to participants
• Improve
• Benchmark performance gains

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Performance management system benefits

• Accelerate integration of Knowledge Management
  practices
  
• Assess and optimize the ROI
• Sustain knowledge systems performance knowledge
  system over time
  
• Enable remote coaching
• Provide a benchmark
• Anonymous industry sector comparisons to assess
  performance against a community practitioners
  with similar profiles

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Performance Management
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Design Criteria

• Web-based application
• Collects Data
• Case Management
• Solution Management
• Users Input
• Complex Analysis
• To enable continued evolution
• Presents Displays
• Supporting Participants, Leaders and Sponsors

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Vital Signs

• A performance management system - demo

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Vital Signs Functionality
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Vital Signs Architecture
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Vital Signs Star Schema
Health Return Experience
Maturity Productivity
Vital Signs
Data Table
Collection Region City Team Person
Collection Product Family
Organization
Family
Time
Year Quarter Month Day
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Status

• Vital Signs
• Prototype Participants
• Compaq, Hitachi, Legato, Sprint, VeriSign
• Prototype Evaluation
• During 4Q01
• Production Operation
• January 2002
• Phase II Development
• Additional Functions March 2002

• TheInterface
• Available today!
• Pilot
• VeriSign

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