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1、Knowledge Management at Bain,Most executives are not happy with KM,“How Satisfied Are You with Each Management Tool?”,“How Good is Each Management Tool at Getting Financial Results?,Source: Bain Management Tools & Techniques Survey (2001),2,Why KM Often Fails,Not enough thought before technology,Not
2、 properly defining KM for the organization,Viewing KM as a separate function, versus just a part of business strategy,Misguided focus on people and process,3,Bain has created a leading KM capability,A good strategy for content creation and capture Focused, high value investments in intellectual capi
3、tal Deep mining of ongoing learnings from projects The GXC - a great KM system Classification/taxonomies Integration of internal and external content Integration of learning and knowledge Powerful search A lean, value-added KM team that makes the process work fits into existing company structures A
4、culture of sharing, not hoarding Tacit Codified,4,Why KM matters to consulting firms,5,Knowledge example in consulting,6,Overview of Bain and Company,San Francisco,Mexico City,Boston,Toronto,Chicago,Moscow,Rome,Munich,Milan,Brussels,London,Tokyo,Seoul,Hong Kong,Singapore,Sydney,Dallas,Paris,Zurich,B
5、eijing,Atlanta,Los Angeles,Madrid,Stockholm,Johannesburg,Sao Paulo,New York,26 offices, working in 9 languages Over 2,500 consulting staff, “generalist” model Strict conflict and sharing standards,7,Many KM failures over our first 26 years,(1973-83) “Word of Mouth”,(1983-93) “Experience Center”,(199
6、3-99) “BRAVA”,Many attempts at KM over our first 25 years But none worked. Examples of our everyday pain Proposals still kept by each partner requiring email and fax Research tools werent sufficient to do the job Our “best” work was still in file cabinets We still depended on word of mouth to find e
7、xperts We redid the same work multiple times each year,8,Bains approach for getting it right,Define KM for the company Define your content strategy, and what needs to be created to support your strategy Determine how to capture (e.g., format, timing) Organize and classify knowledge based on the busi
8、ness “view of the world” Determine best modes for Transferring and sharing knowledge Ensure formats and access (e.g., IT) make use as easy as possible,Key elements of KM:,9,The objectives of KM for Bain,10,Bains knowledge is centered around our case teams,11,Our content strategy,12,The BVU and GXC,B
9、VU 1.0 Launched 1999,GXC 1.0 launched 2000,GXC 2.0 BVU 2.0 Launched October 2002,13,GXC 2.0 home page,14,Additional screen shots removed due to sensitivity,15,10 industry pages on the GXC,16,Presentations are in an easy-to-use, web-based format,17,Bain Virtual University,18,BVU video modules,19,New
10、External Sources Page speeds upyour research,20,The GXC has changed the way Bain works,“Thanks to the GXC, I was able to pull together a preez on the impact of a proposed merger in the internet space here in Australia in just 24 hours. The deadline would normally have been impossible to meet with an
11、y quality, but we got it done. I love this tool!” Manager, Sydney “We pulled a case example on Asset Management in the Financial Services Page to create a presentation for the client in only 1 day. It was fantastic!” VP, Munich “GXC is fantastic, I am saving hours already!” AC, Dallas “Your KM syste
12、m is one of the most intuitive and sophisticated that I have ever seen. You could do alot to help us out in this area.” Bain Client,21,Bain knowledge creation and capture,Proposals,Case summaries,In-depth codified modules Top external sources,Sellingprocess,CaseStart-up,Case-end,Minimum Goal:,Captur
13、e on 50% of cases,100% compliance Accurate case tagging,One good module on 50% of cases New data sources from every case,Output:,Focused investments Create new Bain points of view,IP Development,Driven by Industry & Capability Practices,22,Many roles make this process work,Dedicated facilitators for
14、 knowledge capture and sharing,Office-based GXC evangelist Runs office incentive programs,Best external data sources Research databases,Partners who oversee Bains global Capability and Industry practices,Contribute best work to share across Bain,Case Team,Practice Areas,Knowledge Officer,Info Servic
15、es,Knowledge Broker,23,Knowledge Brokers at Bain,Knowledge Specialist,Regional Knowledge Broker,Assigned by Industry or Capability Practice Area Manages the GXC content and web site in their areas Coordinates IP development and capture with Practice Area VPs Supports Practice Area on communications,
16、 projects and incentives,Assigned by office Generalist KM support to teams in their offices Assist finding content/people Ensures accurate case tagging Helps write case summaries Probes case teams to find potential team insights to codify Case end manager interview Interfaces with relevant Knowledge Specialists Runs office incentiv
