Siemens
Communications, Media and Technology (CMT)
Knowledge management practice @ Siemens CMT
For internal use only / © Siemens PSE Kft. 2011. All rights reserved.
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Siemens Communications, Media and Technology
CMT Hungary
Siemens PSE Ltd.
 is a software development subsidiary of
Siemens AG Österreich (SAGÖ)
 is an expert and reliable business partner for
your IT requirements
 offers services for external companies
 guarantees high software quality in mission
critical as well as in small projects
 highly qualified colleagues make the company
to one of the greatest software development
centers in Hungary
 is strongly committed to compliance with all
applicable laws and regulations
CMT’s mission: „providing innovative solutions in budget, time and quality”
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Siemens CMT
International presence in 22 locations in 9 countries
CMT Total HC*:
~ 2.100
Czech Rep.
Slovakia
120
325
Hungary
ca. 230 employees (Budapest: ~180, Szeged: ~50)
 Total net revenue: 3,426 bill HUF/ ~12 mill EUR
(2009/2010)
Germany
75
Romania
165
Austria
600
Croatia
400
* Headcount
India
China
100
100
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Agenda
 Main pillars of Knowledge Management
 What is TechnoWeb?
 Use case analyses during the pilot phase
 Examples of use-cases and the
corresponding key-concepts of TechnoWeb
 Urgent Request
 Partner Networks
 Integration of Partner Platforms
 Conclusion
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The main pillars of Knowledge Management at
Siemens PSE Ltd
Education
• book library
• Learning Network
• Web based trainings
Collecting and sharing
experiences
• SW Engineers‘ Forum
• Project retrospectives
• „Project Insights“
Networking
• Technoweb 2.0
Decision making support
• Know How Matrix Tool
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Agenda
 Main pillars of Knowledge Management
 What is TechnoWeb?
 Use case analyses during the pilot phase
 Examples of use-cases and the
corresponding key-concepts of TechnoWeb
 Urgent Request
 Partner Networks
 Integration of Partner Platforms
 Conclusion
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“Elevator Pitch”
for the Siemens-internal social media tool TechnoWeb
TechnoWeb: find people1) to get answers
Minimal pre-requisite
is to join a network once2)
Indentify experts due to their
Activity Stream and memberships
1)
Do not expect to find answers directly in TechnoWeb,
but expect to find the experts who know the answer!
2)
High activity level is not necessary.
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TechnoWeb 2.0 differs from other social media
systems as it is a network centered approach
Person centered
Network centered
Systems build around
people:
Systems build around
networks for
technologies/ topics:
Xing
LinkdIn
TechnoWeb 2.0
Object centered
Systems build around
objects:
Flickr
YouTube
Wikis
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The configurable dashboard is the
personalized access to all knowledge networks
Personalized dashboard
(incl. activity stream of joined networks)
Public profile pages of
each user (incl. activity steam)
Network pages, with member list,
partner network list, activity stream
Open to all Siemens
employees
with news and RSS-feeds
Urgent request
+ Tag/Technology page
+ Search page
+ integration of
Sharepoints,wikis, blogs...
TechnoWeb is open to all Siemens employees
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Agenda
 Main pillars of Knowledge Management
 What is TechnoWeb?
 Use case analyses during the pilot phase
 Examples of use-cases and the
corresponding key-concepts of TechnoWeb
 Urgent Request
 Partner Networks
 Integration of Partner Platforms
 Conclusion
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“Use-Case Cloud” of TechnoWeb
in green: TechnoWeb as routing machine – find people to get answers
Result of use-case study during the pilot phase. The size represents the frequency/significance**.
cross selling
one offer to the customer
I know about a technology which might be important for Siemens
share practices
Share customer experience
competitor monitoring
forward relevant white paper
personal career management
Integration of countries
Share supplier experience
checking business relevance
technology decision support (evaluation finder)
risk minimization
Internal promotion of offerings
(incl. long tail)
avoiding double-work
technology breeding
Urgent Request
technology transfer
review
tender support
innovation idea maturing*
forward event invitation
driving cross-sector initiatives
Has anybody experience with…?
trend monitoring
training alumni groups*
training on the job
integration of new acquisitions
* Emerging use-case: not planned to be a use-case
expert finder
improved search results
(emerging structure)
awareness promotion
for new technologies/methods
just-in-time re-use
of code or concepts
fire brigade
** estimated
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Agenda
 Main pillars of Knowledge Management
 What is TechnoWeb?
 Use case analyses during the pilot phase
 Examples of use-cases and the
corresponding key-concepts of TechnoWeb
 Urgent Request
 Partner Networks
 Integration of Partner Platforms
 Conclusion
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You need one killer-application in order to
make people talk about knowledge networking:
Example: reach all (relevant) employees with an Urgent Request
Employees neither can be forced
to receive urgent requests, nor to read
or answer them – but many do it.
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Urgent Request – the “killer application” of TechnoWeb
Use Cases
• You are writing a tender but you are need an input from experts outside your
regular business. Find this expert and get hints from him/her.
• You are at the customer site and you try to find help for the customer outside your
regular business. Find people who like to support your customer (cross selling).
• You have an urgent issue in your customer project but you do not know how to
solve it on time or whom to ask. Find the expert who can help.
Concept
• Write an Urgent Request at TechnoWeb. Principle of Subsidiary: Urgent Request
should only be used when a request within networks is not sufficient (Policy).
• Before posting, select one or many of the 9 categories to filter the recipients (mail).
• Every user can select which categories of Urgent Requests he/she wants to receive.
Consequences:
• A mail with the Urgent Request is sent is to all TechnoWeb users who selected the
category (independently in which networks they are member).
The mail contains a link to TechnoWeb, where the answer can be posted.
• The Urgent Request and all answers are published at TechnoWeb (notification)
• Urgent Requests are also exchanged with partner platforms
Outlook
• Multi-stage distribution, pyramiding,
• Intelligent filtering through semantic matching
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Customer Satisfaction:
Simple barcode quality check
Alistair Gammie (H DX, UK)
• In Brazil, Alistair supports the closing of a big deal – additional 11Mio EUR – with one of
the biggest customer of Health Diagnostics, worldwide.
Our customer prints 1.2M barcodes a month.
I noticed that quality is assessed by eye and
monitored by untrained and multiple different staff.
Is there a cheap solution available to automate the
deterioration check?
Alistair posts his request on Saturday night:
• He receives 23 answers (also per email or phone) from Austria, India, UK, Germany, US, Belgium…
• Colleagues belong to division like: CT DC, SIS, CT T, I MO, H DX, I IA
On Monday morning, at the final meeting, Alistair is able to discuss with the customer 5 possible
solutions
Results:
 Customer feels Siemens is taking care of its business by proactively identifying problems and offering
the right solution even within a week-end
 Customer is comforted to get an overall quality solution from competent experts
 Customer is confident that Siemens is the right choice: the partnership is stronger
 The contract is finally signed
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Agenda
 Main pillars of Knowledge Management
 What is TechnoWeb?
 Use case analyses during the pilot phase
 Examples of use-cases and the
corresponding key-concepts of TechnoWeb
 Urgent Request
 Partner Networks
 Integration of Partner Platforms
 Conclusion
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Partner Networks – the emerging structure
Use Cases
Concept
• Networks for sub-topics
x1
• Networks for same topic in different context
• Local Networks associated with global networks
•
•
•
•
x
context 2
context 1
global
x2
local 1
local 2
Network has the option to follow other network(s)
One-way relation: No automatic reverse following
Moderator of followed network (“Partner Network”) is notified
Any Network Member can select or delete Partner Networks
Consequences:
• Name of Partner Network and
• Activity Stream of Partner Network
are displayed on network page of following network
Outlook
• Used as meta-information for semantic components
• Intelligent recommendation system
proposes partner networks
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Example from Siemens TechnoWeb:
Partner Networks of the “open innovation network”
B follows A
A
B
Direction of arrow indicates
flow of information:
The activity stream of
network A is displayed in
network B
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Agenda
 Main pillars of Knowledge Management
 What is TechnoWeb?
 Use case analyses during the pilot phase
 Examples of use-cases and the
corresponding key-concepts of TechnoWeb
 Urgent Request
 Partner Networks
 Integration of Partner Platforms
 Conclusion
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Integration of Partner Platforms – sustain flexibility
Use Cases
Concept
• Share and include content from other internal platforms (division-specific platforms
and already existing global platform with special focus) instead of migrating all.
• Build a robust Social Enterprise Architecture, where services can be replaced if
better or new services will exist in the future – instead of the large “Eierlegende
Wollmilchsau” which is outdated as soon as the development is completed.
• Be flexible to adapt to specific needs of business units.
• 1st integration level: html-links to other platforms
• 2nd level: i-frame integration of other platforms via „generate new tab“
• 3rd level: search for RSS-feeds on these new tabs and integrate the RSS-feeds
into the corresponding activity stream
• 4th level: exchange Urgent Requests incl. push-mailing with partner platforms
• 5th level: use common entitlement service, profile pages, tagging framework,
microblogging service
• 6th level: follow tags from other platforms
Outlook
• Consistent Social Enterprise Architecture
• Outlook Integration
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Agenda
 Main pillars of Knowledge Management
 What is TechnoWeb?
 Use case analyses during the pilot phase
 Examples of use-cases and the
corresponding key-concepts of TechnoWeb
 Urgent Request
 Partner Networks
 Integration of Partner Platforms
 Conclusion
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Conclusion


Be sensitive to the needs of the users.
Out-of-the-box tools often provide features
which do not good enough match with the use-cases of the employees.

The network-centered approach of TechnoWeb helps to focus on the
professional usage of TechnoWeb, supporting the business cases of the
operative units and avoids a pure self-marketing of employees.
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Thank you for your attention!
Horváth Ervin
Quality Manager
Siemens PSE Kft.
Gizella út 51-57.
1143 Budapest
Phone: +36 1 471 3128
E-mail: ervin.horvath@siemens.com
The Technoweb slides are based on the presentation „Use-Case Specific
Key-Components for successful Social Enterprise 2.0 Solutions “ made by
Univ.-Doz. Dr. Michael Heiss
Vice President for Knowledge, Innovation & Technology
Siemens IT Solutions and Services
© Siemens PSE Kft. 2011. All rights reserved.
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