Siemens Communications, Media and Technology (CMT) Knowledge management practice @ Siemens CMT For internal use only / © Siemens PSE Kft. 2011. All rights reserved. Page 1 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” Page 2 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 Page 3 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 Page 4 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 Page 5 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 Page 6 “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. Page 7 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 Page 8 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 Page 9 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 Page 10 “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 Page 11 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 Page 12 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. Page 13 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 Page 14 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 Page 15 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 Page 16 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 Page 17 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 Page 18 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 Page 19 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 Page 20 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 Page 21 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. Page 22 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. Page 23