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A Decade of Knowledge Capture & Re-
use: Lessons Learned
Sanjay [email protected]
Senior Specialist Knowledge ManagementFord Motor Company
KM World 2006San Jose, CA
October 31 - November 2, 2006
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 2
Agenda
1. Ford Motor Company Profile
2. Overview of KM efforts at Ford
3. Lessons Learned
4. Q & A
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 3
Profile
• Ranked #5 by Fortune 500
• Established 1903 at Dearborn, Michigan
• Celebrated 100th Anniversary in 2003
• Manufacture and distribute 8 brands of automobiles in 200 markets across 6 continents
• 2005 Global Revenues: $177 Billion
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 4
KM is Decentralized Enterprise Level KM Enablers
Sample of Enterprise
level KM enablers
• BPR CoPs (1994)(Best Practice Replication: Uses Communities of Practice (53) to capture and share process improvements)
• GIM (1998)(Global Information Management: Standards, records classification, retention schedule, annual file review, etc)
• HR online (1999)(Human Resources: Employee self service- health care dependents, medical plan, emergency contacts, address change, phone number, marital status, tax withholdings, etc)
• eRoom (1998)(about 3000 virtual team rooms: collaboration, project tracking, etc)
1990 2000 2010
• Team Connect (2006)(MS Share Point + Instant Messenger +)
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 5
Best Practice Replication
1. Most widely recognized application for knowledge capture and re-use
2. Robust process has not changed since launch in 1994
3. Most adaptable and transparent process for capturing value
4. Process, not software, licensed to Shell Oil, Nabisco, Kraft Foods, and US Navy
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 6
Senior Senior LeadershipLeadership
Site 1Site 1 Site 3Site 3Site 2Site 2
Community Gatekeeper
Best Practice Replication Structure of a Community of Practice
Sponsor, support,
encourage
Approve practice for replication
Knowledge Workers
Focal Point (s):Add new draft
practiceReplicate practice
Site xSite x
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 7
DRAFT PRACTICE: Focal Point at Locations enter Proven Practices:
1REVIEW DRAFT PRACTICES:
Gatekeeper looks for replicable practices;
Collaborates with SMEs.
APPROVE PRACTICE: Gatekeeper approves only
replicable high-value practices.
PUSH the KNOWLEDGE: Outlook email notification to all Community
Focal Points at each Location.
PRACTICES REVIEWED by each location team
members for applicability.
ADAPT/ ADOPT/ NOT ADOPT DECISION made at each
location. “Copy with Pride”
FEEDBACK: Focal Point at each location enters adopt/not adopt
decision.
REPORTS: Progress Reports available to all
PEER RECOGNITION: Practice originators &
replicators.
2
654
7 8 9
3
Best Practice Replication 9 Step process
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 8
GIM: Global Information Management
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 9
Over 3000 Virtual Team Rooms (eRooms)
10
Team Connect
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 11
Sample of Division level KM enablers
• PCAS (2001):(Preventive and Corrective Action SystemLessons Learned institutionalized intoPowertrain Division Procedures)
• IT CoPs (2003):(18 CoPs: DBA, Project Management, Business Analysts, etcnetwork, collaborate, share best practices, etc)
• Engineering Tech Clubs (1996):(36 CoPs: Brakes, fuel systems, frames, steering, etc - capture and share process improvements in Product Development )
• Knowledge Based Engineering (1995):(Rules and Experienced based tool for product design )
KM Decentralized at Ford Division Level KM Enablers
1990 2000 2010
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 12
KBE: Knowledge Based Engineering
KBE, Knowledge Based Engineering, a design tool, has engineering rules and experience baked-
in.
Any deviation is flagged and needs supervisor approval.
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 13
KBE: Knowledge Based Engineering
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 14
IT Communities of Practice
18 IT Communities of Practice
……………
Business Analysis
…………
Security
…………
Project Management
……….
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 15
PCASPreventive & Corrective Action System
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 16
Seven Lessons Learned
1. Ongoing Encouragement & support
2. Clear Value Proposition
3. Knowledge Capture & Reuse Institutionalized
4. Comply with Company Culture
5. CoPs – not sole enabler
6. Explicit & Tacit Knowledge
7. Ongoing Reward & Recognition
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 17
Lesson #1
Leadership must provide ongoing encouragement
and support
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 18
#1 Leadership Encouragement and Support
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 19
Lesson #2
Everybody listens to WIIFM (What’s In It For Me?)
or(What is the clear value
proposition?)
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 20
#2: Clear Value Proposition
Benefits Menu
• Manage 401K
• Retirement Plan
• Health Care
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 21
#2: Clear Value Proposition
Personal File Menu
• Tax withholdings
• Health Care dependents
• Life Changes
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 22
Lesson # 3
Institutionalize Knowledge capture
and re-use
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 23
#3: Institutionalize knowledge capture and reuse
Knowledge capture and reuse is part of the process
1. Annual Performance Review – Leadership Behaviors
2. Department Procedures – LQOS3. Cannot bypass the procedure – KBE
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 24
#3: Institutionalize knowledge capture and reuse
12 Leadership Behaviors
…………….
5. Innovation and Technical Excellence
6. ……………
10. Developing Employees and Teams
11.…………
12.………..
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 25
#3: Institutionalize knowledge capture and reuse
Performance assessed on scalar model
Ineffective somewhat effective
effective very effective
role model
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 26
#3: Institutionalize knowledge capture and reuse
A set of pre-defined steps, Launch Quality Operating System, for launching any new
vehicle.
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 27
#3: Institutionalize knowledge capture and reuse
LQOS 109: …each activity should LQOS 109: …each activity should review review the Best Practice Replication databasethe Best Practice Replication database …. …. recent improvements made to recent improvements made to manufacturing processes …..manufacturing processes …..
LQOS 308: ….LQOS 308: ….capturecapture any manufacturing any manufacturing best practicesbest practices, that were successfully , that were successfully developed and implemented during the developed and implemented during the launch, for launch, for replicationreplication..
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 28
#3: Institutionalize knowledge capture and reuse
KBE, Knowledge Based Engineering:
Rule based design tool which has engineering rules and experience
baked-in
Deviations needs a supervisor approval
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 29
#3: Institutionalize knowledge capture and reuse
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 30
#3: Institutionalize knowledge capture and reuse
Life Events Menu
• Loss of Dependent Eligibility
• Marriage
• New Child
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 31
Lesson # 4
Work with the culture,
not against it.
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 32
#4: Work with the culture
• BPR (1994)
• eRoom(1998)
• GIS(1998)
• HR online (1999)
1990 2010• Engineering Tech Clubs (1996):
Divisional Level
Enterprise Level
• Podcasting, Wikis, blogs (2007)
• Team Connect (2006)
• KBE (1995):
• PCAS (2001):
• IT CoPs (2003):
Sample of KM enablers
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 33
#4: Work with the culture
Solicit input from the constituents
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 34
Lesson # 5
Communities of Practice are not the only way to capture and
share knowledge
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 35
#5: Communities are the not only way to capture and share knowledge
Enterprise Level
Divisional Level
• BPR CoPs
• Podcasting, Wikis, blogs
• GIM
• eRoom• HR online
• Team Connect
Sample of KM enablers
• Engineering Tech Clubs• PCAS
• IT CoPs
No Communities of Practice Communities of Practice
• KBE
• Emerging Concerns System (dynamic)
• Warranty Data
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 36
Lesson # 6
Explicit knowledgeand Tacit knowledge both
have value
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 37
# 6: Explicit Knowledge and Tacit Knowledge
Tacit KnowledgeExplicit Knowledge
Enterprise Level
Divisional Level
• BPR CoPs
• eRoom
• HR online
• Team Connect
• Podcasting, Wikis, blogs
• KBE • IT CoPs
• PCAS• Engineering Tech Clubs
Necessary but not sufficient
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 38
Lesson # 7
Critical to have an ongoing program for
Reward and Recognition
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 39
#7 Ongoing Reward and Recognition
Copyright 1998-2006 Ford Motor Company, All Rights Reserved Slide 40
Q & A