Using e-Learning to Integrate and Harvest Knowledge Management

Using e-Learning to Integrate
and Harvest Knowledge
Management
“I just asked what time it is.
I don’t want to build a clock.”
Karen K. Johnson - 2003
1

Explicit Knowledge is the captured knowledge of
an organization.
‣ A Procedures Manual
‣ A Human Resources Handbook
‣ A Statement of Work
Tacit knowledge is the implicit or uncaptured
knowledge of the organization.
‣ Procedures which have not been documented.
‣ Locations of or directions to facilities.
‣ A list of subject matter experts.
2

“New” KM Principles
Never solve the same problem twice
Knowledge is accessible to our people, customers, and
partners
Create an environment where people can develop and
apply knowledge to prepare for the future
People are recognized and rewarded for the creation, use,
and transfer of knowledge
3

Information Hierarchy
eLearning
Searchable
Knowledge
Base
Functionality
Knowledge Assurance
Value Understanding
Basic Understanding
How to
Problem Solution
Characteristic
Learner is Tracked
Learner is Identified
Learner is Anonymous
Very Basic Learning
Fundamental Problem Solving
4

Levels of Approval
Conceptual -
That’s a good idea
Seems reasonable
Means a little
Buy In
Strategic -
Sounds good
Supports our objectives
Agrees with strategy
Means a little more
Could help solve problems
Financial -
Support this with manpower
Support this with funding
Means Commitment
Adjust our budget for the savings
5

Securing Support for the Business Value Crosses Organizations
IT
Division Division Division Finance Strategy
Conceptual X X X
Strategic X X X
Financial X X
At least one
Mandatory
6

Learning and knowledge sharing is
fundamentally social – Xerox PARC
7

Eureka
u
u
u
u
Eureka is award winning worldwide knowledge
sharing “process” that enables us to solve
problems only once, then share solutions
globally.
Eureka II is a key performance enabler for
Xerox Worldwide Customer Services - it is
proven to reduce service times and parts
usage
Eureka II worldwide launch began in January
2000
Eureka II helps “Share the Knowledge” and
enables virtual global work groups
8

Leveraging Knowledge – the Workflow Concept
Service Tech
Product Experts
Suggest
TIP
Submit
Pending
Validate
Certified
Yes
Valid
No
Reject
Use & Improve
TIP
Comment
9

Subscription Service
Personal Info package
• Person subscribes to topics of interest
• Get only the information that is relevant
• Downloads data and software automatically
E-Doc
Bulletins
Eureka
Software
CBU news
Parts
etc.
etc.
10

Hard copy
manuals
Publish every day/ Publish any day
Print cost of $60-600/book, updates only every 2 yrs.
PWS E-Doc
on CD
CD cost of

The Next Generation of Knowledge Sharing
12

eService - What Do We Mean
The ability for customers to get timely
self help solutions to their problems
through a simple web interface
The ability to maintain a Knowledge Base
of problems and solutions
The ability to integrate call centers with
the web process
The ability to measure the customer’s
interaction with this system
The ability to serve our global customer
base
13

New Culture - New Metrics
Success
Measured
across entire
Service and
Support
Chain
Support Center Management
WEB
Welcome
Centers
Second
Level
Field Management
Service
Contact
Service
Visit
Stage 1
Stop
Stage 2
Stop
Stage 3
Stop
Stage 4
Stop
Stage 5
Stop
Common Measure =
Cost of Solution
14

What we learned about traditional Help Databases
Historical Content
4000
Lessons Learned
Need to be:
•Rapid to develop
•Easy to deploy
•Easy to update
2000
400
10%
Thought
we needed
Actually
ever used
Over 80%
of usage
15

Translation
“By 2005, more than half of the Internet users won’t be native speakers of
English.” - Computer Economics, Inc.
The largest minority in the Unties States is now people with Spanish as a first
language. – TIME Magazine
First Knowledge Bases
300 K
Benchmarking - Cost Per Word Varies Widely
• Large Vendors 28 to 35 cents per translated word
• Smaller vendors 20 cents per translated word
• Developing countries 11 cents per translated word
Style Guide
Phrase Reuse,
Solution Reuse
80 K
30 K
Lessons Learned
• Standardize where you can
• Reuse where you can
• Apply technology
• Validate in country
Raw Word
Count
Translation
Memory
GOAL
16

Leveraging Knowledge – the eService Workflow Concept
Suggestion - Problem and Solution
Verification - Not in the base now, not a duplicate
Validation - The problem is real, and the solution works
Review - Are there legal or environmental considerations
Stylize - Apply standard naming, spelling, grammar
Localize – Add contact info, local policies, etc.
Initial Publish – KB online in base language
Translate – Export content for language translation
Localize – Contact info, local policies, etc.
In Country Validation – Insure correct translation and localization
Publish – KB online in new language, for target countries
Build Generic – Build generic language content
Publish – KB online for generic language use
17

The Work Culture Dilemma
Sample Data Only
Success
Measured
within
Functional
Silos
Behavior
Driven by
Irrelevant
Data

Ask Your Question
21

Get An Answer
22

Get More Help
23

But what about situations where:
the solution is not quite so simple
basic understanding could solve many
future problems
the user would like to learn more
24

Real Example – Print Drivers
•What’s a driver
•How do I find it
•How do I get it Download it
•Where did it go
•How do I install it
•How do I know it works
•What if it doesn’t work
25

Information Hierarchy
eLearning
Searchable
Knowledge
Base
Functionality
Knowledge Assurance
Value Understanding
Basic Understanding
How to
Problem Solution
Characteristic
Learner is Tracked
Learner is Identified
Learner is Anonymous
Very Basic Learning
Fundamental Problem Solving
26

Objectives
Provide highly relevant point of need learning
Units of no more than 10 minutes in length
Focus On Problem Solving and Problem Prevention
Dynamic Knowledge Building
Think Global from the Start
Learn from the Best
Buy Technology and Use It
Build on our eService Base – Internet Delivery – ASP model
Remember – I only asked what time it is!!!
27

LCMS Anatomy
Content Creation
Interfaces
Content Assembly
Interface
(course hierarchy)
Database Storage
Publish Learning
(add navigation controls, etc.)
Output Formats
Microsoft
Microsoft
Word
Word
PowerPoint
PowerPoint
Built-in
Built-in
Authoring Utilities
Authoring Utilities
(Browser-Based or
Locally (Browser-Based Installed Application) or
Locally Installed Application)
Flash
Flash
(and other 3 rd party
Authoring (and other tools) 3 rd party
Authoring tools)
HTML
HTML
Editor
Editor
Embedded or external
Embedded or external
M
II
D
D
L
E
W
A
R
E
Learning
Learning
Object
Object
Repository
Repository
C:\Media
\graphics
\animations
\audio
\video
D
E
LL
II
V
E
R
Y
E
N
G
II
N
E
Assemble at runtime
Output
Type
Pre-compile
e-Learning
e-Learning
CD-ROM
CD-ROM
Print-based
Print-based
PALM
PALM
(and other mobile
(and devices) other mobile
devices)
EPSS
EPSS
(Brandon Hall)
28

Where are we now
The Global Service Network and Eureka is now capturing knowledge
and supporting our Service Representatives worldwide
The Online Support Assistant (eService) is providing answers to
thousands of customer and support center searches per month in seven
languages, worldwide, expecting significant growth to continue
eService Learning is being used to:
train our internal support centers
generate custom content for other Xerox eLearning
build the first customer focused learning
29

Lessons Learned Checklist
Think globally from the start
Make sure you do extensive research
Invent as little as possible, buy it, use it
Ensure that you have buy-in across the organization
Resist the temptation to “go it alone”
Make sure your vendor has “staying power”
Interview current customers of the company
Select service oriented technology suppliers
30

The Future – offered without judgment
Knowledge Management and eLearning are part of the same
continuous tool set
The internet, and it’s technology will become the great equalizer
for those willing to make the journey
The model of learning becomes much more fundamental when
information becomes highly relevant, on demand, and easy to access
The concept of scholarship changes from what you know, to how fast
you can find out
31