Breakouts

Here are the available breakout sessions for the 2015 Knowledge Management Conference. The breakout sessions are categorized according to four tracks that denote general topic areas. Attendees are not required to follow any single track and can move between tracks to choose the ideal combination of sessions to suit their needs. Sessions are also blocked by the times offered. You may only attend one session per block, but follow-up materials for all sessions will be provided to conference attendees.

 

Building KM Programs and Toolkits

Fostering Communities and Social Collaboration Managing and Delivering Content Transferring Knowledge and Expertise

Block 1

THUR
11:20 a.m.

Results and Success Stories of Knowledge Management at ECOPETROL

ECOPETROL S.A.

The Tech Zone Phenomenon: Revolutionizing KM for Enterprise Customer Support

Cisco Systems Inc.

How “Upskilling” Employees and Customers via Enterprise Search Drives the Bottom Line 

Coveo

Using SME Network Maps to Identify and Share At-Risk Knowledge

AECOM

Block 2

THUR
1:40 p.m.

Taking Flight: Evolution of Knowledge Systems at Bristow Group

Bristow Group Inc.

Embrace and Cultivate Diversity for Empowered Communities

ConocoPhillips

Taking KM Mobile

Nalco, an Ecolab Company

Developing Experts via Internal and External Knowledge Collaboration Programs

Fluor Corporation

Block 3

THUR
3:00 p.m.

Lessons From the Trenches: Building a KM Program From the Ground Up

Liberty Mutual Insurance

Connecting People and Knowledge – A Two-Pronged Approach

MWH Global Inc.

Sensing Developments and Seizing Opportunities: Harnessing the Power of Semantic

Deloitte Services LP

I Don't Know How I Know, I Just Know: Developing and Sharing Deep Expertise

Schlumberger and McDermott Consulting

Block 4

THUR
4:15 p.m.

Designing and Implementing Knowledge Management for Boeing Flight Test

Boeing

Intersection of Content Delivery, Expertise Location, and Social Collaboration

APQC

Enabling Capture and Transfer Through Video on Demand and Ask an Expert Programs

Praxair Inc.

Improving Customer Project Margin Through Knowledge Transfer

Schneider Electric

Block 5

FRI
10:40 a.m.

KM in Merck Manufacturing:  Enabling World Class Supply

Merck & Co., Inc.

The Role of KM in Improving an Organization’s Performance

Wipro Limited

How NextEra Energy's Operational Model System Improved Content Management

FPL Group Inc.

Making Sense of Organizational Knowledge Assets Through Knowledge Mapping

PETRONAS


BLOCK 1: Thursday, April 30 11:20 A.M. - 12:20 p.M.


Results and Success Stories of Knowledge Management at ECOPETROL

Ecopetrol is the main oil company in Colombia and the fourth largest in Latin America. Since 2004, the organization has leveraged KM to help it achieve its business goals. Ecopetrol’s KM program is ambitious and broad in scope, encompassing communities of practice, technological environment forums, a lessons learned capture approach, and a corporate university to facilitate learning. These efforts have had a profound impact on the company, including millions of dollars in costs savings, efficiency gains leading to increased oil production, and improvements in the organizational culture. This presentation will describe Ecopetrol’s experience consolidating KM within its strategic framework, how its KM processes have evolved over time, and achievements and lessons learned to date.

Track: Building KM Programs and Toolkits
Organization: ECOPETROL S.A.
Presenter: Oscar Guerra, Chief of Strategic Unit, Innovation and Knowledge Management


The Tech Zone Phenomenon: Revolutionizing KM for Enterprise Customer Support

The Cisco Technical Assistance Center (TAC) is staffed by over 3,000 engineers; the team spans 20 facilities worldwide, bringing support to Cisco customers in over 180 countries and 17 languages. Each month, this group handles one million support cases for highly technical, complex issues. It would be practically impossible to resolve these support cases in a timely manner and ensure customer satisfaction without a robust and scalable KM solution. This presentation looks at how Cisco Systems architected and implemented an enterprise-class, end-to-end knowledge management solution. The linchpin of this solution is Tech Zone, a highly customized social knowledge platform that provides efficient collaboration and knowledge capture. Tech Zone enables TAC engineers to create content and reuse knowledge within their CRM system in a fully integrated workflow. This presentation will highlight innovations within Cisco’s KM solution along with best practices and other important concepts for attendees looking to push their KM systems and processes to the next level.

Track: Fostering Communities and Social Collaboration
Organization: Cisco Systems Inc.
Presenters: David Hanes, Technical Leader, Services, and Jenn Camia Grant, Program Manager


How “Upskilling” Employees and Customers via Enterprise Search Drives the Bottom Line

Can giving employees and customers access to contextually relevant enterprise knowledge and expertise increase sales, deliver more innovative customer service, and improve company profitability? Respondents to a recent survey overwhelmingly said yes! During this session you will hear from Coveo’s senior vice president of market strategy, Diane Berry, about the results of the study after which she will lead a panel discussion with executives from Coveo customers Deltek and Tokyo Electron America about the business impact associated with upskilling people with relevant knowledge at the point of need as well as lessons learned along the way. Attendees will learn how to leverage search applications to improve customer service by empowering customers and agents with access to more relevant knowledge and expertise, facilitating knowledge engagement within their organizations, and improving employee proficiency.

Track: Managing and Delivering Content
Organization: Coveo
Presenter: Diane Berry, Senior Vice President of Market Strategy
Panel Members: Randy Norton, Director of BU Operations, Tokyo Electron America, Inc. Shelia Boudreau, Senior Director, Customer Care, Deltek, Inc.


Using SME Network Maps to Identify and Share At-Risk Knowledge

In 2012 the Engineering and  Construction division of URS (now AECOM) began designing an initiative to capture critical knowledge from late-career construction leaders. At the time, over 40 percent of the division’s senior construction staff was eligible for retirement, and early-career field engineers lacked the experience and skills required to successfully deliver complex heavy construction projects. The organization began designing a new Knowledge Portal, which involved gathering data from an internal skills database to identify at-risk positions and then developing subject matter expert (SME) network maps to create communities of practice and share expertise across the company. When the Knowledge Portal was officially launched in October 2014, it contained more than 70 topic pages featuring short video clips and SME network maps. This presentation will include a live demonstration of the portal along with an explanation of the KM approach, process, and tools used to create it.

Track: Transferring Knowledge and Expertise
Organization: AECOM (Formerly URS Corporation)
Presenter: Gary Landrum, Technical Knowledge Manager


Block 2: Thursday, April 30 1:40 –2:40 p.m.


Taking Flight: Evolution of Knowledge Systems at Bristow Group

This presentation will focus on information services that enable team collaboration, expertise location, content management, and employee engagement within Bristow Group. This ongoing program began in early 2012 with the development and launch of a Workspace service that enables team members to collaborate with one another, customers, and suppliers. Following the launch of this service, the Bristow Portal added a collection of content libraries, a newsroom where employees can learn what’s happening across the organization and industry, employee MySite profiles, and an enterprise search center. For each of these services, Bristow has defined and actively tracks performance, quality, and usage metrics. The presentation will include examples that highlight growth and as well as opportunities for improvement.

Track: Building KM Programs and Toolkits
Organization: Bristow Group Inc.
Presenters: Adil Ahmed, Director, Information Architecture and Knowledge Systems and Jeremy Ferguson, Business Analyst, Knowledge Systems


Embrace and Cultivate Diversity for Empowered Communities

Over the past 10 years ConocoPhillips’ knowledge sharing  program has grown to encompass more than 100 network communities with 100 leaders and 1000 core team members who have found distinctive ways to create, capture, transfer, and curate critical knowledge for the work force as a whole. This presentation will showcase results and metrics from a decade of sharing.  It will highlight differences in behaviors and habits between networks, the need to balance flexibility with a predictable structure, and how networks can flourish in their own environment with the right cultivation.

Track: Fostering Communities and Social Collaboration
Organization: ConocoPhillips
Presenters: Juli Hennings, Manager, Knowledge Sharing; Brian Sanders, Network Specialist; and Suzan Pickels, Supervisor, Collaboration Services


Taking KM Mobile

Nalco, an Ecolab Company, was among five best-practice organizations studied in APQC's 2014 Connecting People to Content Best Practices Study. In January 2014, Nalco enhanced its content management infrastructure by deploying a custom mobile app that lets employees search for and view technical content on their mobile phones. In this presentation, Principle Consultant Daniel Flynn will cover Nalco’s approach to developing its mobile app, how the app interacts with the organization’s content libraries, and how employees use and benefit from the content they download to their devices. Flynn will also share the value Nalco has recognized from the success of the app and plans for adding additional capability in 2015.

Track: Managing and Delivering Content
Organization: Nalco, an Ecolab Company
Presenter: Daniel Flynn, Principal Consultant


Developing Experts via Internal and External Knowledge Collaboration Programs

Knowledge collaboration has been identified as a key to successfully developing technical experts inside an organization. This presentation will share how leading engineering construction company Fluor develops its subject matter experts through both internal and external collaboration programs. Fluor implemented this approach as a company-wide strategy in 2012, and its impact was recently evaluated in the Houston office. The results and findings are in and validate the relationships among expertise development, internal collaborations, and external collaborations.

Track: Transferring Knowledge and Expertise
Organization: Fluor Corporation
Presenter: Silky Wong, Design Engineer - Civil/Structural/Architectural/HVAC


Block 3: Thursday, april 30 3:00 – 4:00 p.m.


Lessons From the Trenches: Building a KM Program From the Ground Up

While Liberty Mutual is a more than 125 year-old company, it is the result of multiple acquisitions and had no consistent knowledge management foundation. As a result, it has been challenging to impossible to locate the knowledge and expertise needed to run the organization effectively. In 2014,the organization launched a formal effort to develop a knowledge management program. During this session, learn from Liberty Mutual the core components needed to propose and launch a KM program (the blueprint: how to get supporting and funding, etc.), how to identify the business and use cases, and how to define the initial KM strategy and measure early ROI.

Track: Building KM Programs and Toolkits
Organization: Liberty Mutual Insurance
Presenters: Beth Houlis, Manager, Knowledge Management, Information Technology, and Mary Ellen Sullivan, Manager, Knowledge Management, Commercial Insurance Underwriting


Connecting People and Knowledge – A Two-Pronged Approach

MWH Global has a mature and successful KM program, but as technologies change, the organization needed to modernize its collaboration and expertise technologies to include social media. Employees—especially those in the Millennial generation—are used to interacting on Facebook, Twitter, and other social media channels in their personal lives, and it is often easier for them to use similar social media tools in the workplace than to adapt to systems they consider outdated or cumbersome. In 2012, MWH took the next step in its plan to promote connection by soft-launching Yammer as its social collaboration tool. The intent was to encourage grassroots adoption while planning for a more formal rollout and incorporation into the global social and collaboration strategy. User engagement was immediate, and the organization has seen significant adoption over the past three years. This presentation will cover MWH’s two-pronged approach for developing a knowledge expert location process, which combines (1) grassroots adoption through mining of unstructured social media data and tools surfaced via search and (2) formal gathering of metadata on content and people incorporated into a standardized process such as annual performance reviews to ensure data is kept up to date.

Track: Fostering Communities and Social Collaboration
Organization: MWH Global Inc.
Presenter: Rich Burdes, IT Enterprise Content and Knowledge Manager


Sensing Developments and Seizing Opportunities: Harnessing the Power of Semantic

Knowledge activities—including the delivery of market insights—are critical to remaining competitive in the world of professional services. This session will describe how Deloitte's proprietary Industry Sensing tool, including an industry-specific knowledge map, helps deliver competitive advantage by enabling practitioners to stay ahead of key market trends. The tool aggregates industry news, reports, data, and charts from thousands of sources, using semantic technology and natural language processing to extract conceptual meaning and context from structured and unstructured information. Once analyzed, this information is automatically categorized by topics relevant to client businesses in a workflow-based user interface. The presenters will share lessons learned from developing, deploying, and maintaining the tool and will highlight how knowledge teams working together across time zones and distributed geographies were able to develop the ontologies and knowledge map required to produce unique industry sector sensing solutions.

Track: Managing and Delivering Content
Organization: Deloitte Services LP
Presenters: Krishna Kishore, U.S. Leader, Industry Knowledge Services, and John Callahan, Chief Knowledge Officer


I Don't Know How I Know, I Just Know: Developing and Sharing Deep Expertise

Over the last three decades many organizations have built communities of practice and made them sustained elements of their organizations. Communities play many roles: hosting forums for members to draw on the knowledge of more senior staff, collectively developing technical procedures, managing mentoring relationships, and sponsoring forums to think through and discuss particularly difficult technical issues. In some organizations, including Schlumberger, communities have begun to incorporate a new and very rigorous approach to developing the expertise of junior and mid-career staff. This session describe the nature of the subtle skill of expert thinking; it will then use Schlumberger’s experiences to explore how communities can help teach this skill to junior staff members and incorporate it into their everyday activities. Combining lecture and discussion, the talk will invite participants to explore how to improve their own and their organizations’ thinking.

Track: Transferring Knowledge and Expertise
Organization: Schlumberger and McDermott Consulting
Presenters: Susan Rosenbaum, Director, Knowledge Management, and Richard McDermott, President


Block 4: Thursday, April 30 4:15 – 5:15 p.m.


Designing and Implementing Knowledge Management for Boeing Flight Test

Boeing Test Evaluation was launched in 2008, merging organizations that had previously reported up through Boeing Commercial Airplanes and Boeing Defense and Space. The challenge was and still is for two organizations that do similar work to develop common processes, knowledge management capabilities, and data system architectures. In 2010, the organization formed a technical excellence team to address these challenges and develop a consistent strategy for process management, knowledge management, and systems engineering. This presentation will help attendees understand the elements that comprise an effective knowledge management strategy; the risks to which KM programs are susceptible—including focusing too much on tools rather than behaviors—and how to mitigate those risks; and the social elements of KM and how serving people first is a critical mindset when working on KM programs.

Track: Building KM Programs and Toolkits
Organization: Boeing
Presenter: Jyoti Patel, Knowledge Management Strategist


Intersection of Content Delivery, Expertise Location, and Social Collaboration

When an organization begins pursuing knowledge management, it may focus on a specific KM tool or approach that leaders believe will have the biggest impact.  However, as KM efforts mature, most organizations realize they need the complete package: a program that combines self-service access to institutional knowledge with opportunities to learn from and collaborate with a range of colleagues.  In this session, APQC’s Lauren Trees will explain how best-practice organizations successfully integrate content, access to experts, and social collaboration into a comprehensive knowledge ecosystem. Using examples from APQC’s recently released Connecting People to Content study, she will start off by sharing best practices for delivering the best, most relevant resources to employees at the point of need. Then she will discuss strategies for combining authoritative and user-generated content with person-to-person knowledge sharing through communities of practice, expertise profiles, and enterprise social networking tools such as Yammer. 

Track: Fostering Communities and Social Collaboration
Organization: APQC
Presenters: Lauren Trees, KM Research Program Manager


Enabling Capture and Transfer Through Video on Demand and Ask an Expert Programs

Praxair Inc. is the largest industrial gases company in North and South America and one of the largest worldwide. This presentation will highlight two programs that were considered high priority for Praxair’s KM practice: Video on Demand and Ask an Expert. The organization developed its video-on-demand system to support situations where key messages (in the proper context) need to be delivered consistently, the same way every time to many people. The Ask an Expert program has been in place for three years, but was enhanced in 2013 to include important features including reminders for unanswered questions, searchability across communities of practice, and visibility of the most popular threads. During this presentation, participants will learn about the functional considerations involved in implementing enterprise solutions and the benefits that Praxair has recognized as a result of these KM programs.

Track: Managing and Delivering Content
Organization: Praxair Inc.
Presenter: Terry Bourgeois, Global Engineering KM and Training Program Manager


Improving Customer Project Margin Through Knowledge Transfer

Most of the time, a lessons learned initiative starts with implementing a new database to store experiences and ends with too much information being stored where nobody can find what they are looking for, thus past experience does not benefit anyone. This session will present the methodology that Schneider Electric has used to deploy its successful project lessons learned program. During the presentation, KM Program Manager Beatrice Le Moing will review the importance of identifying and appointing key roles, setting explicit business goals, and initiating a process before ever rolling out an IT tool. She will also address the change management side of implementing a lessons learn program, including using a community of practice to support process adoption and helping stakeholders perceive immediate value.

Track: Transferring Knowledge and Expertise
Organization: Schneider Electric
Presenter: Beatrice Le Moing, Knowledge Management Program Manager


Block 5: Friday, May 1 10:40 – 11:40 a.m.


KM in Merck Manufacturing:  Enabling World Class Supply

Merck’s KM program has been very successful and has delivered tens of millions in business benefit. This presentation will cover the next chapter in the organization’s journey to become a world-class supplier, detailing how KM is helping change how Merck delivers important products to patients who need them the most. The presentation will also dig deeper into an innovation in content analytics that has helped unlock a history of scientific achievement at Merck and accelerate the adoption of KM.

Track: Building KM Programs and Toolkits
Organization: Merck & Co., Inc.
Presenters: Joe Morrissey, Senior Vice President, and Marty Lipa, Executive Director, Knowledge Management


the Role of Knowledge Management in Improving an Organization’s Performance

IT outsourcing and consulting firm Wipro’s success depends on two critical factors: satisfying external customers and ensuring its work force stays up to speed on new technologies, domains, and concepts. The KM program contributes to both goals; it supports learning by making information and expertise available to knowledge seekers, and it also affects customer satisfaction by ensuring that collective knowledge can be applied to client challenges and opportunities. In this presentation, Thierry van Herwijnen—head of Wipro’s sales knowledge management organization—will highlight how enterprise content is sourced, curated, and made available to sales teams to help them serve clients and engage in outcome-based conversations. He will also explain how information is shared within and across delivery teams in order to ensure maximum impact for Wipro’s customers. 

Track: Fostering Communities and Social Collaboration
Organization: Wipro Limited
Presenters: Thierry van Herwijnen, Head Sales Knowledge Management


How NextEra Energy's Operational Model System Improved Content Management

At NextEra Energy (NEE), an employee survey revealed that employees wanted more efficient work processes to improve job satisfaction and work/life balance.  Around the same time, NEE asked its Power Generation Division (PGD) business unit to lead a KM initiative for the company.  As PGD began assessing its KM capability gaps, it determined that better content management and search capability would help it improve work processes and employee engagement. To address this need, NEE has improved its content management processes and workflows with an emphasis on making it easy for employees to create and upload content and purging redundant, outdated, and trivial material from its content repositories. A new system combines critical knowledge content from several repositories, making technical libraries, drawings, procedures, and other guidance available through one easily searchable interface. This session will share the details of NEE’s experience, including lessons learned from implementing a new content management system and tips for managing the associated change.

Track: Managing and Delivering Content
Organization: FPL Group Inc.  (part of NextEra Energy)
Presenters: Cynthia Barlow, General Manager, Strategic Planning and Quality; Kelly Schoonover, Senior PGD Engineer; and Adriana Falcon, Production Assurance Leader


Making Sense of Organizational Knowledge Assets Through Knowledge Mapping

PETRONAS, the national oil company of Malaysia, started mapping its knowledge in 2006. After going through knowledge mapping training, the organization’s KM team immediately started to map knowledge assets at select operating units, targeting those that were embarking on a KM journey.  Over the subsequent eight years, knowledge mapping has helped PETRONUS operating units determine how much knowledge they have, where that knowledge resides, and where potential gaps lie. The primary purpose of this session is to share processes for conducting knowledge mapping interpreting the resulting knowledge maps. The secondary purpose is to explore how knowledge mapping has helped PETRONAS design the right KM approaches to manage its knowledge assets, including approaches to extract and disseminate tacit knowledge from expert brains.

Track: Transferring Knowledge and Expertise
Organization: PETRONAS
Presenters: Murni Shariff, Head - KM & Institutional Capability, and Yin Min Chung, Sr. Executive

 

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