1CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Swiss Life’s Corporate Knowledge Management Strategy
Facilitating a Corporate-Wide
Knowledge Sharing Community
Ulrich Reimer
Corporate IT R&D
Swiss Life
2CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Overview
1. Core elements of Swiss Life’s corporate KM strategy
2. Skunk work or big bang?
3. The dimensions of knowledge sharing
4. Facilitating knowledge sharing across business units
5. Outlook
3CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Goals and results:
• involvement of top management chair of the corporate board involved
• creation of a KM vision created and officially approved
• start with small, clear-cut projects (message: “KM is no hype”) 6 projects launched
Approval of strategy in July 2000
1. Core elements of Swiss Life’s corporate KM strategy
4CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Swiss Life Knowledge Management Vision
“At all levels of the Group, knowledge is treated as one
of the most valuable assets.
Swiss Life systematically cultivates Knowledge Management in order
to realise a lasting competitive advantage.
The impact of Knowledge Management is made visible by a
systematic evaluation and rating of Swiss Life's
intellectual capital.”
1. Core elements of Swiss Life’s corporate KM strategy
5CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
The first KM projects
• description of the major products and services of Swiss Life Group
• community of practice CRM
• contact management for key customers
• skills management
• terminology-based search engine for the IAS document
• set up reporting on Swiss Life Knowledge Management
1. Core elements of Swiss Life’s corporate KM strategy
6CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Project List of Swiss Life Solutions
CC/DEVKM
1. Core elements of Swiss Life’s corporate KM strategy
7CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Draw up a list of the most important services and products offered by Swiss Life to create internal and external transparency on solutions provided by Swiss Life.
Objectives:
Results:
Three perspectives: Countries, Brands, Solutions
Customers are guided to the products and services.
1. Core elements of Swiss Life’s corporate KM strategy
8CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
• Brands
• Countries
• SolutionsVorsorge- und
Lebensversicherungslösungen für Einzelpersonen und
Familien, länderspezifische und internationale Lösungen
Sachversicherungen• Haftpflicht usw. • Krankengeld• Diebstahl• Motorfahrzeug
Anlageberatung, Private Banking, alle Bankgeschäfte,
Vermögensverwaltung, Hypotheken, Vermietung von
Liegenschaften
Unternehmensberatung, Treu-handlösungen, Rechts- und Steuerberatung, Beratung in
allen Versicherungs- und Vermögensfragen
Vorsorge- und Personal-versicherungslösungen für nationale und internationale
Firmen
Asset Management,Investitions-Management, Kauf, Verkauf und Bewirt-
schaftung von Liegenschaften für institutionelle Anleger
SLAMusw.
1. Core elements of Swiss Life’s corporate KM strategy
9CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Project Community of Practice “Customer Relationship Management”
CC/DEVKM
1. Core elements of Swiss Life’s corporate KM strategy
10CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Create a network of people involved in CRM to produce synergies and avoid parallelisms.
Results:
• 15 CRM projects and initiatives within Swiss Life identified
• extensive exchange, the community is forming
• supported by a newsgroup on the corporate extranet
Objectives:
1. Core elements of Swiss Life’s corporate KM strategy
11CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Project Contact Management
CC/DEVKM, CC/ITRD
1. Core elements of Swiss Life’s corporate KM strategy
12CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Objectives:
coordinate corporate-wide contacts with key customers of Swiss
Contact management application on the corporate extranet:
• provides a simple way to get an overview of all important contacts
• provides links to information about the customer
Results:
1. Core elements of Swiss Life’s corporate KM strategy
13CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Project Skills Management
CC/ITRD
1. Core elements of Swiss Life’s corporate KM strategy
14CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Objectives:People-Finder
?
Gap Analysis
HR Development Intellectual Capital
1. Core elements of Swiss Life’s corporate KM strategy
17CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Project Terminology-Based Search Engine for the IAS document
CC/ITRD
1. Core elements of Swiss Life’s corporate KM strategy
18CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Objectives:make the 1000 pages information about
IAS on the
corporate extranet searchable
only means of access is a Table of
Contents simple keyword search causes problems due to strict terminology
1. Core elements of Swiss Life’s corporate KM strategy
22CC/ITRD - Knowledge Management in the Financial Services Sector, 19 September 2001
Set up Reporting on Swiss Life Knowledge Management
CC/DEVKM, CC/ITRD
• article in employee newsletter
• presentations to the corporate board, CEOs
• regular information to the chair of the corporate board
• KM community meetings
1. Core elements of Swiss Life’s corporate KM strategy