Knowledge Discovery at CardinalHealth Medical Products and Services: Institutionalizing an Enterprise-Wide Data Warehouse Capability Traci Carte Al Schwarzkopf Terrie Shaft Bob Zmud Knowledge Discovery What enables an organization to obtain business value from a data warehouse? What makes an effective knowledge discovery team? Layers of Knowledge Discovery Organization Individual Problem Solving Team Individual Individual Who Is Involved in Knowledge Discovery? A problem solving team that possesses or is able to gain access to required capabilities and carries out the roles that are necessary for problem solution. Team {formal or spontaneous} Roles {internal and boundary spanning} Capabilities {information and knowledge} Solution {delivery and dissemination} The Cardinal Healthcare Journey HORIZON Project Enterprise Data Warehouse Pre-History Ubiquitous Data Warehousing Single-Source Reporting End User Computing Stand-Alone Data Marts Up to mid-1980s 1985-1995 Institutionalized into Daily Work Processes 1995-1998 1999-? future Knowledge Discovery Resource Model Organizational Antecedents •Information Culture •Data Infrastructure •Knowledge Infrastructure Knowledge Discovery Requirements • Absorptive Capability • Transformative Capability • Combinative Capability Dotted lines represent the formation of an ad hoc team Problem Requirements • Business Knowledge Organization Capacities • Absorptive Capacity • Transformative Capacity • Combinative Capacity Team Structure •Members’ Knowledge •Members’ Social Networks •Members’ Roles Team Capabilities • Absorptive Capability • Transformative Capability • Combinative Capability Solution • Data Knowledge Problem Resolution (Success) Knowledge Discovery Resource Model Organizational Antecedents •Information Culture •Data Infrastructure •Knowledge Infrastructure Knowledge Discovery Requirements • Absorptive Capability • Transformative Capability • Combinative Capability Dotted lines represent the formation of an ad hoc team Problem Requirements • Business Knowledge Organization Capacities • Absorptive Capacity • Transformative Capacity • Combinative Capacity Team Structure •Members’ Knowledge •Members’ Social Networks •Members’ Roles Team Capabilities • Absorptive Capability • Transformative Capability • Combinative Capability Solution • Data Knowledge Problem Resolution (Success) Organizational Antecedents Information Culture Data-Driven Decision Style Business-Led IT Innovation “Pull” Information Culture Dense Social Networks Data Infrastructure Single Data Source Common Business Language Data Access Training Data Access Support structure Knowledge Infrastructure Merging of business, IT and data social networks Merging of business process, data and data access capabilities Knowledge Discovery Resource Model Organizational Antecedents •Information Culture •Data Infrastructure •Knowledge Infrastructure Knowledge Discovery Requirements • Absorptive Capability • Transformative Capability • Combinative Capability Dotted lines represent the formation of an ad hoc team Problem Requirements • Business Knowledge Organization Capacities • Absorptive Capacity • Transformative Capacity • Combinative Capacity Team Structure •Members’ Knowledge •Members’ Social Networks •Members’ Roles Team Capabilities • Absorptive Capability • Transformative Capability • Combinative Capability Solution • Data Knowledge Problem Resolution (Success) Knowledge Discovery Capacity Trigger Choice Data Source Archive Transformative Capacity Knowledge Source Inbound Operations Outbound Marketing & Service Combinative Capacity Absorptive Capacity Internal External Reactivation Acquisition Synthesis Transformation Assimilation Exploitation and Application Distribution and Support Knowledge Discovery Resource Model Organizational Antecedents •Information Culture •Data Infrastructure •Knowledge Infrastructure Knowledge Discovery Requirements • Absorptive Capability • Transformative Capability • Combinative Capability Dotted lines represent the formation of an ad hoc team Problem Requirements • Business Knowledge Organization Capacities • Absorptive Capacity • Transformative Capacity • Combinative Capacity Team Structure •Members’ Knowledge •Members’ Social Networks •Members’ Roles Team Capabilities • Absorptive Capability • Transformative Capability • Combinative Capability Solution • Data Knowledge Problem Resolution (Success) Team Roles Decision Support Data Warehouse User Business Process Specialist Intermediary * Builder Business Data Specialist Data Access Specialist Technical Support Power User Toolsmith Technologist N/A Central Connector N/A Boundary Spanner N/A Information Broker Knowledge Discovery Resource Model Organizational Antecedents •Information Culture •Data Infrastructure •Knowledge Infrastructure Knowledge Discovery Requirements • Absorptive Capability • Transformative Capability • Combinative Capability Dotted lines represent the formation of an ad hoc team Problem Requirements • Business Knowledge Organization Capacities • Absorptive Capacity • Transformative Capacity • Combinative Capacity Team Structure •Members’ Knowledge •Members’ Social Networks •Members’ Roles Team Capabilities • Absorptive Capability • Transformative Capability • Combinative Capability Solution • Data Knowledge Problem Resolution (Success) Supplier Diversity Report Identified small business suppliers for Cardinal Trigger Erroneous report submitted to government. Data Source DW Archive Transformative Capacity Knowledge Source Inbound Operations Outbound Marketing & Service Combinative Capacity Absorptive Capacity Internal External Reactivation Acquisition Synthesis Transformation Assimilation Exploitation and Application Distribution and Support Standard HR Reports Roll out of standard HR reports to all divisions. Trigger Part of the SAP rollout Data Source DW Archive Transformative Capacity Knowledge Source Inbound Operations Outbound Marketing & Service Combinative Capacity Absorptive Capacity Internal External Reactivation Acquisition Synthesis Transformation Assimilation Exploitation and Application Distribution and Support Entelligence Web system to allow customers to track their purchase history. Trigger Major corporate initiative in response to a competitor introducing a similar product. Data Source DW Archive Transformative Capacity Knowledge Source Inbound Operations Outbound Marketing & Service Combinative Capacity Absorptive Capacity Internal External Reactivation Acquisition Synthesis Transformation Assimilation Exploitation and Application Distribution and Support Delivery Plant Location Locate Alternate Warehouse Source for Local Out-Of-Stock Items Trigger Ad hoc initiative triggered when a power user recognized potential solution Data Source DW Archive Transformative Capacity Knowledge Source Inbound Operations Outbound Marketing & Service Combinative Capacity Absorptive Capacity Internal External Reactivation Acquisition Synthesis Transformation Assimilation Exploitation and Application Distribution and Support Care Continuum Core List Identify a list of inventory items to be maintained as readily available stock. Trigger Ad hoc project that arose in staff meeting. Data Source DW Archive Transformative Capacity Knowledge Source Inbound Operations Outbound Marketing & Service Combinative Capacity Absorptive Capacity Internal External Reactivation Acquisition Synthesis Transformation Assimilation Exploitation and Application Distribution and Support Critical Success Factors Business Culture • Business-directed IT innovation • Data-driven decision-making and problem-resolution • Knowledge capture and sharing Data Infrastructure • Business ownership of data capture, maintenance, analysis and reporting • Single data repository • Common, rich data access structure Knowledge Infrastructure • Common business language • Dense social networks • Merging of business, IT and data social networks • Merging of business process, data and data access capabilities Critical Importance of Boundary Spanner and Information Broker Proactive, rather than reactive, problem recognition is associated with greater success in knowledge discovery • More complete problem definition • More thorough problem analysis, solution generation and solution analysis Leveraging member relationships across the enterprise and existing structures and processes is associated with greater problem-solving success • More complete problem definition • More thorough solution generation • More effective knowledge transfer