Successfully Implementing KM
Carla O’Dell, President, American Productivity & Quality Center 
and the author of If We Only Knew What We Know: The Transfer of Internal Knowledge & Best Practices
An exploding awareness of knowledge management and its benefits has led many to examine KM’s potential in their own organizations. Unfortunately, the effort sometime stalls there, failing to yield the solid results that come from the right strategy, executed the right way. To get results, you have to rise above the sea of KM hype and exhortations. Through years of research and work with the world’s leading firms practicing profitable knowledge management, O’Dell and the APQC have developed a working model that can steer any organization in the right direction, APQC’s Road Map to Knowledge Management Results. The road map sets out stages of implementation, their critical success factors and how to move through them. Simple awareness of the stages and activities does not guarantee success; it’s only part of the road map. O’Dell discusses the road map as well as the best practices that have led to the development of the tools and techniques that can deal with the “culture” question, figure out how information technology fits, and build a solid business case for KM. She provides a solid plan for moving forward in any KM journey. 
 

10:00 a.m. - 10:15 a.m.
Coffee Break
 

TRACK A • KM STRATEGIES, PROCESSES & MODELS

[ROOMS 209/210]

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The thought leaders of the knowledge management arena agree that the next generation of KM will see it move from being the somewhat stand-alone initiative and entity it is today, to being totally integrated into an organization’s business and work processes. Those organizations leading the way toward this total integration are aggressively creating and pursuing innovative strategies, models and measures that open their processes to the challenges and value of knowledge infusions. In this track you’ll hear from those who are actively involved in these strategies and processes, and who are busy moving beyond the theory to the reality — and the rich results.  

Session A101 — 10:15 a.m. - 11:00 a.m.

Second-Generation Knowledge Management
Mark W. McElroy, President, Macroinnovation Associates 
Over the past 2 years, a distinctly new brand of KM has emerged in which the role of practitioners includes not just the facilitation of knowledge sharing and transfer, but also the production of new knowledge, or innovation. What second-generation KM brings to the table is the business of enhancing knowledge production, or knowledge making, as well. Developed under the auspices of Knowledge Management Consortium International (KMCI), a non-profit think tank of KM practitioners and industry analysts, KM second-generation thinking has started to gain significant momentum in practice. McElroy, a developer of second-generation thinking and a KMCI board member, compares and contrasts second-generation KM with its first-generation predecessor. 
 

Session A102 — 11:15 a.m. - 12:15 p.m.

Case Study: Iomega
Roger Perkins, Manager, Knowledge Management, Iomega 
Hear how one organization has worked to bring KM to reality in customer support environments. Perkins explains the “nuts-and-bolts” approach at Iomega and the process they’ve undertaken to identify what KM is and how to apply it in their customer support function. 
 

12:15 p.m. - 2:00 p.m.
Lunch Break
 

Session A103 — 2:00 p.m. - 2:45 p.m.

Underpinning the Knowledge Management Approach: Aligning Corporate Mission, Vision and Enterprise
Françoise Rossion, Executive Consultant, Cap Gemini Ernst & Young 
The growing level of competitiveness leads more and more enterprises to view Knowledge Management as a critical component in its innovation process. To truly be an innovative driving force, organizations recognize that KM programs must be aligned with their mission, vision, and strategies. This session discusses how corporations are achieving this alignment, and how they are then using KM to stimulate the innovation process, reward the sharing of experiences and encourage the recognition of everyone’s expertise. 
 

Session A104 — 3:00 p.m. - 3:45 p.m.

Justifying Knowledge Management Projects: Beyond the Gut Feel
Wendi Bukowitz, Director, PricewaterhouseCoopers/Unifi 
Aly Abulleil, CEO & Founder, Aliah, Inc. 
One of the major challenges for those championing knowledge management projects is justifying them beyond a ”gut feel.” Drawing on a decision-making mathematics and a comprehensive set of knowledge management process criteria, it is possible to quantify the contribution to value creation of projects whose outputs are intangible and to improve the implementation outcomes of the portfolio of KM projects. These KM values can be further extrapolated to economic values such as ROI and NPV, which managers desperately need to communicate the importance of KM initiatives to the achievement of strategic objectives. 
 

3:45 p.m. - 4:15 p.m.
Break
 

Session A105 — 4:15 p.m. - 5:00 p.m.

Case Study: Metrics, Incentives & Methodologies at Context Integration
Stan Ward, Independent Consultant, Former Chief Methodologist, Context Integration 
Context Integration built a state-of-the-art knowledge management system in 1997, but soon learned that this was no “field of dreams” (i.e., “build it and they will come”). This session covers the specific incentives, metrics, and methodologies Context has developed and implemented during the past 4 years that have created the knowledge-sharing culture they have today. Their ground-breaking work has been featured in Fast Company and FORTUNE. 
 

5:00 p.m. - 7:00 p.m.
Exhibits Grand Opening Reception
 

TRACK B • KM TOOLS & TECHNOLOGY

[ROOMS 203/204]

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Knowledge-enabling tools and technologies, from intranets to portals are evolving rapidly. These technologies promise to dramatically alter the landscape of organizations and promise the potential of effective knowledge enterprises. This track examines the tools on the market today, how they are being deployed within organizations, and looks at the types of solutions we can expect in the near future.
 

Session B101 — 10:15 a.m. - 11:00 a.m.

The Future of IT
Alan Pelz-Sharpe, Principal Consultant, Ovum Ltd. 
The future of the IT software industry is a difficult one to predict, particularly that sector pertaining to KM. From the outside it may appear to be one big success story, and a story that is set to continue. But in fact it is turbulent, full of failure, mixed dynamics, with a rocky road ahead. This presentation aims to give an insight into the structure of the market, the opportunities and threats ahead, the importance of ASPs and pervasive computing and a clear understanding of how the dominant players control the market. What will succeed, what will fail? Ovum shares its forecasts and insights of IT developments over the next 5 years — in short a no nonsense guide to what will succeed and what will fail, what works and what doesn’t. Is the future really Microsoft? Is it WAP-enabled? Are our teeth blue? Is our source open? Is our learning delivered with an e? All questions we hope to try and answer in this opening session. 
 

Session B102 — 11:15 a.m. - 12:15 p.m.

KM: Economics & Evolution
Pierre Casanova, VP, GE Equity 
Everyone would be rich if they could just predict the future, right? Unfortunately, predicting the future of computing and document management is difficult to do. Casanova looks specifically at the recent developments of KM technologies, and attempts to predict the evolution of the market through the analysis of the dynamics and economics of this emerging space. He discusses how the market will look in 3-5 years and comments on the major players in the industry. 
 

12:15 p.m. - 2:00 p.m.
Lunch Break
 

Session B103 — 2:00 p.m. - 2:45 p.m.

Technology for Enterprise-Wide Knowledge Sharing & Transfer
Scott Eliot, Director, Knowledge Management Products Group, Lotus 
The use of knowledge management disciplines, tools and technology solutions can help organizations overcome barriers of space and scale. With the appropriate technology and processes in place, employees can locate colleagues who have the necessary expertise to tackle critical projects more quickly and efficiently. Once connected, they can work together to create, share and manage knowledge in virtual workspaces. Eliot provides an overview of the tools and technologies that enable organizations to improve the flow of information, lower operating costs, identify new opportunities, and reduce the loss of intellectual assets due to employee turnover. He surveys the KM market and provides sneak peeks into the key technologies on the horizon for fostering KM within organizations. 
 

Session B104 — 3:00 p.m. - 3:45 p.m.

Form Follows Function
Matt Hummel & Lee Pietzsch, Ariel Performance Centered Systems
Are you spending significant time and resources building knowledge management tools only to find that they are under-utilized? Often the work of managing knowledge focuses on content as an object or structure and overlooks an important perspective in the design process. Designing knowledge management tools that provide optimal support for work performance also requires analysis of function — how people will use the knowledge. This session explores how a functional approach to design of knowledge management tools can dramatically improve usage and ultimately the business bottom-line. 
 

3:45 p.m. - 4:15 p.m.
Break
 

Session B105 — 4:15 p.m. - 5:00 p.m.

The New Knowledge Management: Systems Designed for the User
Robert Chang, Vice President, Strategic Initiatives, Thinkmap Inc.
The heavy investments made in enterprise knowledge management systems in recent years have marked employee productivity as a primary goal. Yet these investments have been funneled, predominantly, into back-end, systems-based applications that leave the user experience as an afterthought. This session discusses the importance of designing KM systems for the user. Topics include: a user-centric process of information architecture design for KM; customizing interface and navigation systems to meet unique business requirements; and how information visualization, when used appropriately, can optimize KM systems. 
 

5:00 p.m. - 7:00 p.m.
Exhibits Grand Opening Reception
 

TRACK C • KM & CONTENT MANAGEMENT

[THEATER]

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To remain competitive and profitable in today’s dynamic eBusiness environment, organizations are trying to capture, configure, and manage content and business know-how for corporate advantage. Without the ability to coordinate people, content and processes, organizations are ill-equipped to harness the Internet and realize competitive advantage. This 3 day stream focuses on key concepts, tools and techniques, as well as categorization strategies. 

Session C101 — 10:15 a.m. - 11:00 a.m.

Content Management (CM) in Transition: An Industry Investigation
Jim Bair, SVP, Strategy Partners International [www.strategy-partners.com]
The Web and intranets are providing a catalyst for the integration of content creation, document management, workflow, publishing, and personalized, multimedia content delivery. New and old vendors are now offering CM products and services, but it is difficult to determine which vendors provide what part of the full content management process. It is even more difficult to know which vendors are “safe to buy.” This session reports on a major investigation of the CM industry and presents findings on the critical questions so that attendees can: defy market confusion and define CM, provide a CM value proposition, identify danger points in implementing CM, know the CM players and their potential, and understand where CM is going in 1-3 years. 
 

Session C102 — 11:15 a.m. - 12:15 p.m.

How to Calculate the ROI of Corporate Knowledge Initiatives
Robert Lee, President & CEO, Inxight Software Inc. 
Michael Maziarka, Director, CAP Ventures, Inc.
David Gilmour, President & CEO, Tacit Knowledge Systems
Lisa Wright, Director, Americas Regional Marketing, Factiva, a Dow Jones and Reuters Company
The dirty little secret of most companies is that rich product content is hard to come by, expensive to create and manage, and difficult to publish effectively. Not surprisingly, Solomon Smith Barney predicts a $4 billion market for content management and catalog publishing systems by 2004, while Goldman Sachs predicts $5 billion by 2005. It’s clear the money is being spent, but how do you — as the knowledge officer or champion in your company — determine the Return on Investment? This session presents a discussion of the various methods companies can use to calculate ROI for knowledge initiatives, pulling from the experience and feedback of customers who have implemented successful knowledge management systems and portals. 
 

12:15 p.m. - 2:00 p.m.
Lunch Break
 

Session C103 — 2:00 p.m. - 2:45 p.m.

Managing Content and Knowledge
Farida Hasanali, KM Consultant, American Productivity & Quality Center 
Qusai Mahesri, Chief Knowledge Officer Springbow Solutions 
In August 2001, APQC concludes a benchmarking project on CM. The focus of the study is to understand the intricacies involved in each step of the CM process, from identifying the content to be managed to disseminating the right information to the right people at the right time and in the right context. This presentation reports the key findings of this project and features an assessment of leading portal and CM vendors. 
 

Session C104 — 3:00 p.m. - 3:45 p.m.

Automating Content Management
Peter Simon, VP of Strategic Development, DigitalOwl
Tony Freeman, Co-Founder and Executive Vice President, DeepBridge Content Solutions 
This discussion features players in the field who present their CM solutions by providing client case studies and real world applications. Speakers talk about the challenges, strategies, issues and lessons learned. 
 

3:45 p.m. - 4:15 p.m.
Break
 

Session C105 — 4:15 p.m. - 5:00 p.m.

Dynamic Content Management Demystified
Tim Hampson, VP, Enterprise Marketing, Interwoven 
The rush to eBusiness has generated confusion and misconceptions about deploying dynamic content on the enterprise Web. In this session, Hampson dispels some of the myths surrounding deployment of dynamic content. He begins by defining the concept and what purpose dynamic content should serve, then discusses continuous updating, real-time data output, personalization, and CM. He provides criteria for making decisions about a site’s look, feel and functions. Using real-life examples, he also discusses how database architecture and CM can be integrated for fast development of dynamic content. 
 

5:00 p.m. - 7:00 p.m.
Exhibits Grand Opening Reception
 

TRACK D • CULTURE & KM

[BALLROOM G]

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This track gets to the heart of KM in organizations: an organization’s culture. Time and again organizations have learned that until KM is embraced within the culture, it flounders. The organizations presenting in this track reveal how they have integrated KM into their cultures through various forms of collaboration, communities of practice and eLearning. 

Session D101 — 10:30 a.m. - 11:15 a.m.

Knowledge Communities: Strategies for Building Successful Communities of Practice
Kathy Valderrama, Knowledge Manager, Cap Gemini Ernst & Young 
Recently recognized by the American Productivity & Quality Center (APQC) for its Communities of Practice, Cap Gemini Ernst & Young has discovered the criteria for making these groups successful. When aligned with business goals and objectives, these communities can make an organization thrive, both in productivity and efficiency. This session will explain how CGEY has created and sustained their Communities of Practice, as well as how they maximize their value overall. Valderrama will provide the essentials for starting these communities and discovering their potential for making a positive impact within your organization. 
 

Session D102 — 11:15 a.m. -12:15 p.m.

Different Cultures, Different Tactics: Case Studies
Nicole Doyle, Director, Knowledge Management Services, Hill and Knowlton Canada 
Heidi Wyma, Resource Centre Manager, Hewitt Associates 
Pam Mayer, Knowledge Sharing Manager, Granite Construction Inc. 
Seema Khan, Educational Development Leader, Granite Construction Inc. 
Drew Erickson, Development Leader, Granite Construction Inc. 
The successful implementation of a knowledge management initiative as well as its ongoing success depends to a great extent on the culture of an organization. System selection, transition/change management, marketing, and system enhancements should all be tailored to the culture and needs of the organization. In this session, you will learn how three organizations with very different cultures have tackled Knowledge Management and what they’ve learned over time. Come hear what’s worked and what hasn’t at Hill & Knowlton and Hewitt Associates, and what Granite Construction Inc. is learning about communities of practice as a significant way for people to learn and for knowledge systems to be created. 
 

12:15 p.m. - 2:00 p.m.
Lunch Break
 

Session D103 — 2:00 p.m. - 2:45 p.m.

Communities of Practice: Building and Sustaining Knowledge Networks to Drive Business Results
Reid G. Smith, Vice President, Schlumberger Knowledge Management 
Bob Newhouse, Senior KM Consultant, Schlumberger, and the American Productivity & Quality Center (APQC) 
How do complex, global, and fast changing organizations identify experts, share knowledge, and innovate? Communities of Practice (COPs) have become the core knowledge strategy for many organizations. COPs give organizations the structures and processes to identify and exchange valuable knowledge capital. This interactive session will explore how COPs are formed, what roles and responsibilities exist within communities, and how momentum is maintained to drive business results. It will draw on lessons from Schlumberger’s implementation of global knowledge networks and best practice findings from APQC’s 2000 study “Building and Sustaining Communities of Practice.” 
 

Session D104 — 3:00 p.m. - 3:45 p.m.

Building a Business Case for Collaboration: The All-Important ROI
Carl “Chip” Venters, VP, Business Development, SiteScape, Inc. 
In today’s soft economy, the business case to justify collaboration — with a solid ROI — is imperative. The return on investment can be measured in terms of solving problems, getting products to market faster, capturing employee knowledge, transcending geographic disparity and integrating work cultures. The qualitative and quantitative benefits of collaborating are very real and far outweigh any costs. Find out how companies like Shell, Siemens, Constructiva, International Standards Organization, Avtek Electronica, and others are developing ROIs, and saving time and money. 
 

3:45 p.m. - 4:15 p.m.
Break
 

Session D105 — 4:15 p.m. - 5:00 p.m.

Communities of Practice: If We Build It Will They Come?
Iain King, Client Partner, Orbital Software 
Richard McDermott, President, McDermott Consulting 
Anders Hemre, Director and CKO, Ericsson 
This panel pulls together the many points covered throughout the day — and add some new insights — concerning developing, maintaining, measuring and extrapolating the value of communities of practice. The speakers discuss the different ways of initiating COPs, depending upon an organization’s size and culture, and some of the make/break decisions concerning a COP’s evolution and value. 
 

5:00 p.m. - 7:00 p.m.
Exhibits Grand Opening Reception
 
 

TRACK E • eBUSINESS & KM

[BALLROOM H]

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Is KM being embedded into the way we do business these days in the eWorld? Listen to our speakers who delve into the eBusiness world and focus on strategies for doing successful eBusiness using the best of KM, using eProcesses, and more. 

 Session E101 — 10:15 a.m. - 11:00 a.m.

KM and eBusiness: A Theoretical Approach in Action
David E. Smith, Knowledge Management Capability Leader, IBM Global Services 
Knowledge management and eBusiness are two of the leading areas of managerial thought over the last 5-10 years. Up until recent history, these have been examined as separate spheres of managerial thought. However, this separation is really a division that artificially limits both the business application and managerial impact of both schools of thought.  As we move into the beginning of the 21st century, it is becoming increasingly obvious that there is an intersection of these two schools of managerial thought with the potential for each to expand and add value to the other.  This presentation examines this intersection of the two areas to see where they might add value to each other, as well as how they together can create a more sustainable competitive advantage for an organization. It examines the models as well as how they were applied in real-life environments. 
 

Session E102 — 11:15 a.m. - 12:15 p.m.

The Emerging eBusiness Enterprise: Leveraging eBusiness for Success
Sanjay J. Poonen, Vice President of Marketing, Applications, Informatica Corporation
Sandra Davenport, ServiceWare 
Poonen discusses how the emergence of eBusiness as the dominant model for doing business around the world, and the fast-growing volumes of information it creates, offers companies a golden opportunity to make the most of their own data. Data that can, if used correctly, offer insights that can improve operational performance and increase a company’s competitive edge. Poonen addresses other factors fueling the need for eBusiness analytics, including the need to access and analyze data closer to real time as decision-making cycles in business dramatically shrink in the fast-paced Internet age. Another factor fueling the need for eBusiness analytics is the increasing number of knowledge workers within companies who need information to do their jobs. Analytics is no longer just for top executives, but has been democratized across all levels of the company. Providing fast information access is key to eCommerce success. Davenport says that when eShoppers have a problem — and reportedly four out of five of them do — they’d rather click to the competition than search for a solution. She discusses how to leverage new knowledge management technologies that can reduce employee training, increase first-call resolution and literally put the information your customers need at their fingertips.
 

12:15 p.m. - 2:00 p.m.
Lunch Break
 

Session E103 — 2:00 p.m. - 2:45 p.m.

eProcess — InterEnterprise Collaboration
Alan Pelz-Sharpe, Principal Consultant, Ovum Ltd. 
eBusiness means that every process from initial customer contact to order completion — front to back office — needs to be seamlessly integrated. How to pull these processes and disparate systems together? eProcess is the answer. eProcess is simply, workflow that enables eBusiness. However, this definition does not mean that any workflow application can be thrown into business systems and work. eProcess responds to new demands created by eBusiness, creating new revenue opportunities for vendors and users of workflow and eProcess. Drawing from Ovum’s research into the new dynamics for eProcess, this session gives a clear and unbiased opinion of the key players, the business requirements — in short the information you need to see through the hype. 
 

Session E104 — 3:00 p.m. - 3:45 p.m.

Smart eBusiness
Don Ross, Senior Vice President and U.S. Chief Operating Officer, Knowledge Management Software, Inc. 
If a knowledge sharing culture is the way to maximize the value of all corporate knowledge,  then what is the value of those people that we have trained to become experts in any given subject?  With a superabundance of information, we need to work with the experts and get their knowledge into a knowledgebase, where it can be accessed by all, and let the experts do what they do best, finding, developing and processing new knowledge.  Using real world examples this session explores some working applications and provides some tips and shares some lessons learned.
 

3:45 p.m. - 4:15 p.m.
Break
 

Session E105 — 4:15 p.m. - 5:00 p.m.

Business Insight Networks: An Emerging Strategy for Fueling Business Performance
Girish Pancha, Vice President and General Manager, Platform Business Unit, Informatica Corporation 
Today, a number of companies are capitalizing on the promise of eBusiness and leveraging their fast-growing volumes of data to build business insight networks. These networks transform the principles behind data warehousing, business intelligence, and Internet and wireless technologies into a unified network that gives corporate professionals a 360-degree view of their business, including internal operations as well as customer and supplier relationships. Business insight networks specifically help companies to integrate data from numerous systems across the enterprise, analyze the information consistently across businesses, and deliver personalized, timely insight to a wide range of corporate information consumers via the PC, Web portal, cell phone or PDA. 
 

5:00 p.m. - 7:00 p.m.
Exhibits Grand Opening Reception