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Knowledge Management Click to edit Master text styles

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Fourth level Luke Fifth level

Mitchell Deloitte & Touche

3rd December 2001

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to edit This Click Afternoon...

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Introduction to Knowledge Management Click to edit Master text styles Second levelto Deloittes Introduction
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Fourth level Knowledge Management in Deloittes

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Knowledge Management in Industry The Future of Knowledge Management

So what is Knowledge?

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Knowledge is of two kinds: we know a subject ourselves, or we know where we can find information Click to edit Master text styles about it. Samuel Johnson Second level Knowledge is, to an enterprise or an Third level individual, the level possession of information or the Fourth Fifth level ability to quickly locate it. whatis.com

Ability to deliver the right information, to the

right people, at the right time.
Deloitte & Touche

Managing Knowledge

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Knowledge must be shared

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Within a team Within an organisation Third level Using Technology
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One to one

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CRM, Document/Content Management Systems, integrated databases etc.

.. and Knowledge Management?

Knowledge Management involves the collection, sharing and application of collective experiences Businesses accept, at least in theory, the A Knowledge Company: Click to edit styles the time and premise that it Master is a sintext to waste talents of employees. Yet mostis companies Has moved from a belief that knowledge power to Second level commit this sin by making it necessary for their an attitude that knowledge sharing is power Third level workforce to spend far too much time doing the Fourth level Knows who to work ask to solve a problem or the to provide low-value of reinventing wheel by Fifth level information - fast and efficiently, IntraNet replicating solutions to problems that have already been solved. Avoids islands of expertise and internal silos of poor communication -How Digital Is Your Business?

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& Touche

The Consulting Practice

Deloitte is one of the world's top management consulting firms with over 28,000 consultants in 140 countries. We are focused on assisting our clients around the world tackle their most difficult business and technology challenges to better serve their customers, gain competitive edge and build shareholder value. A recent Computerworld magazine poll ranked Deloitte Consulting as one of the worlds top consulting firms when it comes to customer satisfaction because were "simply easier to work with". Our emphasis on results and client satisfaction has led us to be ranked as #1 in business style.

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Fourth level 700 offices in 140 countries Fifth level

Over $5 billion in revenues

Over 28,000 consultants

Highest Rated in Customer Satisfaction

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Second & level Deloitte Touche is a recognised Third level industry leader, providing a full Fourth level breadth of services and technical Fifth level capabilities.

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The Deloitte Difference

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Analyst View

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The Gartner Group

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Cited by the Meta Group as the most userfriendly of the Big Six firms

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Selected Deloitte & Touche as one of the top Reengineering Firms. Their clients were clearly more enthusiastic. One of the top firms in Ability to Execute and Completeness of Vision. Strong at integrating process, organization, and information technology.

Awarded ComputerWorld Magazine 1995 Reengineering Team of the Year.

The Michael Hammer Relationship One of Four Consulting Firms That Are Members of Michael Hammers Phoenix Project.

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A fundamental premise of Reengineering for Results is partnering. When approaching monumental change, long-term support of a partner is of the utmost importance. As I reviewed Deloitte Consulting methodology, I found that they do an exceptional job in meeting our criteria.

Dataquest
The factors critical to the success in delivering BPR are nearly identical to the core competencies of Deloitte & Touche. Deloitte & Touche can be distinguished from other large consultant/systems integrators by the experience level of its staff.

Deloitte leads the pack of Big Five accounting firms, with a ranking of #8 on Fortunes 100 Best Companies to Work For. It is the only professional services firm to make Fortunes list for 2 consecutive years.

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Customer View
Sam Meyer, Vice President Financial Systems Strategies at Merrill Lynch Deloitte presented us with high-quality people that were team oriented they were a very good business partner. They played a key role in the functional side of the project and with overall project management Stan Lepeak, to VP Meta Group Inc. says: Click edit Master text styles

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"They are the most user-friendly of the Big Five. They are definitely the up and comer amongst the group.

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Third level John Connors, CIO, Microsoft says: "Deloitte & Touche has very good methods and experienced staff. We Fourth level selected them and found them easy to work with.
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Al Duffield, PeopleSoft says: "In an independent survey of PeopleSoft personnel, Deloitte & Touche was chosen as the #1 consulting firm they would most want to do business with. Alan Krenztel, Digital Equipment Corporation says: The integrity, methodology, knowledge of security and resources provided by Deloitte & Touche are excellent.
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Deloitte Second level

& Touche is level the fastest growing Third Professional Fourth level Services Fifth level firm in Ireland.

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Deloitte & Touche in Ireland

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HQ in Dublin, Earlsfort Terrace

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Management Consultancy of c.130 Consulting Staff Second level
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Integrated part of the Global firm focused on serving Irish clients

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Deloitte & Touche in Ireland

Management Consultants provide a broad Click to edit Master title style range of services in the areas of .
Strategic Change Click to edit Master text styles Corporate and Operations Strategy Second level Third leveland Change Strategy Organisation Fourth level Performance Improvements Fifth level Customer Relationship Management Supply Chain Management Financial & Cost Management Human Capital Management
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Deloitte & Touche in Ireland

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Technology Solutions Click toIntegration edit Master text styles Systems Data Warehousing Second level Enterprise Planning (ERP) ThirdResource level Document/Content Fourth level Management Customer Relationship Management (CRM) Fifth level Business Intelligence Knowledge Management eBusiness Solutions IT and eBusiness Strategy

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Deloitte & Touche in Ireland

Click to edit Master style Key strategic partnerships with title vendors and service suppliers: Click to edit Master text styles ORACLE
Second IBM level Third level Siebel Fourth level JD Edwards Fifth level Vignette FileNET Microsoft Hewlet Packard Clarus
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Deloitte & Touche in Ireland

Click to edit Master title Strong local client base including:

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AIB Group An Post Bank of Ireland Group Companies Registration Office Second level CORDIS European Commission Third level Davy Stockbroker Institute Fourth level Dublin of Technology Factor-e Fifth level Gateway Guinness UDV Office of the Director of Corporate Enforcement (ODCE) Pensions Board Reduncy, Insolvency, Recovery (RIR) Registry of Defense Forces Registrar of Friendly Societies (RFS) VHI
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Global Clients

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Click to edit Master text styles Second level of the world's largest One-fifth Third level companies, public institutions and Fourth level successful fast-growing companies.
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Global Financial Services Clients

Abbey National Bank Allstate Banca Nazionale del Lavoro Bank Austria Bank of China Bank of Tokyo-Mitsubishi Bank of Yokohama Bankers Trust Banque Internationale Luxembourg Barclays Bear Stearns Fourth level Berkshire Hathaway Canadian Pension Plan Investment Board Fifth level Charles Schwab Corp Banca Credit Lyonnais CS First Boston Dean Witter Discoverer Deutsche Banc Alex. Brown E*Trade Fidelity Goldman Sachs

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General Motors Acceptance Corporation General Re Hypo Bank Lazard Freres Lord Abbett Funds Marsh & McLennan Companies, Inc. Merrill Lynch Metropolitan Life Morgan Stanley Dean Witter New Japan Securities Nomura Securities Paribas Royal Bank of Canada Royal Bank of Scotland Sakura Bank Smith Barney State Bank of India Sun Life of Canada The World Bank Tokai Bank UBS Warburg Victoria Holding

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What is Deloittes doing about Knowledge Management ? Third level

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Knowledge Management

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staff 140 countries - someone else 93,000 Click to editin Master text styles has already done what you are trying to do! Second level
Third Knowledge level Regional Management Groups
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Knowledge Management representative in each country

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Local Knowledge Management Activities

Established a Knowledge Management Team Focus on a number of key areas:

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Second level Create a knowledge sharing culture
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Create a database of consultant HR information Fourth level Organisation of documentation/content Fifth level Greater awareness and use of Tools/Methodologies Global rollout of web-based knowledge tools: Deloitte on-line http://Synergy www.innovate.deloitte.com

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http://synergy

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Click to edit Master title style

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Second The level Knowledge
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The Knowledge Economy

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Knowledge is an intangible but valuable asset

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Second level down to know-who Know -how boils Third level

At its simplest means people recording just about Fifth level everything on a central database
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The Knowledge Economy

Click tonon-KM edit Master title style Issues facing companies

staffMaster turnovertext resulting in loss of Increase Click toin edit styles knowledge knowledge walking out the door Second level Increasing number of stand-alone IT applications Third level within organisations lack of IT planning Fourth level Too much information in too many places resulting Fifth level islands of information paper and electronic Ability to forsee customer needs Need to know what you know as an organisation self audit Loss of potential sales
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Knowledge Managment Third level in practice

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KM in Industry

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CRM

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Document Management
Transactions

Knowledge Need

Knowledge Gatherer Knowledge User

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KM in Industry

Click to edit Master title style Creating Virtual Communities

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The Future Click to edit Master text. styles
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Third level Knowledge Management Fourth level and Fifth level the Web

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The Semantic Web

My Definition of the Web is

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a universe of network-accessible information,

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a means of human-to-human communication, Second level and Third level

level a space inFourth which software agents can, through Fifthamount level access to a vast of [knowledge], become tools to work with us. Tim Berners-Lee Inventor of the Web Director of W3C

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Potential Applications

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Knowledge Management E-Commerce Third level

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Fourth level Fifth level Search

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Web Success Factors

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Distribute information

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Standards lead to ubiquity Third level
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Scalable Incremental evolution

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Knowledge and Information

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Value

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Knowledge

Information

Data Browsers Search Engines

Web Tools Knowledge Agents

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The Web Today

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Information is human readable only

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Knowledge extraction requires human processing

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Fourth level New standards and technologies required to allow Fifth level knowledge representation

Inferencing is vital if the Web is to reach its potential

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Tangible Benefits of Knowledge Management

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Improved service to customers Customer retention

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Greater opportunity to sell products

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Reduction in processing costs

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Click to edit Master title style

You Click to editThank Master text styles

Second level
Third level Luke Mitchell Deloitte & Touche Fourth level Earlsfort Terrace Fifth level Dublin 2 Phone: (01) 417-2824 email: luke.mitchell@deloitte.ie

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