Implementation Team

• Expertise required from all the

functions of an organization
• IT staff and end users
• Efficient and effective execution of a
project
Tasks and Expertise
 E ffec ts o f

Need to introduce

su cce ss f ul
KCRM in the i mpl e m e nt a t i o
organization n of KE RE
• Huge presence in • E ncreased
France (5000 salesE
offices) improved
customer
• Coordination problems loE altEE
due to a flurry of reduced costs
merger activities • E ossible to
• Storage of information have unified
view of each
in standalone customer
repositories through
escalation seamless
in costs and integration
customer of customer
response facing
 The Stakeholders and
Experts
• Internal IT department
• Internal departmental experts and
specialists
• External strategic partners and
supply chain allies
• Technology vendors and deployment
contractors
• Sales, marketing and customer
relations staff
• Consultants
 Balance!!

Financial Feasibility Customer Goals

Time Horizon

Expected Impact
Value-Added
Pre and Post-chasm groups
Pre and Post-chasm groups
 Laterality
• Ability of team members to
accommodate other members’
different backgrounds, values,
skills, perspectives and
assumptions to effectively
collaborate across functional and
organizational boundaries
 Lateral Team Design
KM Project Leader
 Team Composition


• Credible, stable, • Representation from

sufficient authority the various
and access to departments
resources • Specialized expertise
• Experience in a and sufficient
experience with the
multitude of business
management roles
• Must exhibit laterality
within the company
and strong
• Part of upper or upper teamwork
middle • Clear opinion or vision
management of potential
outcomes of
Lateral Members are
invaluable!!
Roles of various
Stakeholders
 Internal IT Staff
• Electronic commerce and enabling
infrastructure
• Customer contact channel integration
methods
• Viability of solutions proposed by specialized
domain experts
• Limitations of current infrastructure
• Connectivity and compatibility issues
• Standardization of software and hardware
platforms
• Integration of new technology with active and
pure legacy systems
 External Consultants
• Trust and confidence of team
members in the consulting partners
• Consulting firm’s reputation for
integration and confidentiality
• Track record of the company
• Contractual agreements with your
business’ competitors and possible
conflicts of interest
•
 Senior Management and
Buy-In
• Resolve disputes and conflicts
• Making resources available for
effective implementation of the
KCRM system
Structuring the Knowledge
Management Team
Core KCRM Implementation
Team
The Team Composition
 Teams
Desirable


Project Role
 Characteristics
• Composed of • Clear understanding of
representatives work processes in
from finance, their area
marketing and • Good interpersonal
customer relations and team skills
• Provide functional • High degree of
expertise credibility
• Participate in the • Willing to step into the
process design shoes of other
• Help in participants
implementation The Team Composition
 Technology
Desirable


Project Role
 Characteristics
• Composed of internal IT • In-depth understanding
staff, external of technology
consultants and • Good interpersonal skills
functional • Strong team skills
technologists
• Willing to consider
• Provide technology perspectives of others
expertise and incorporate them
• Participate in the actual in design
implementation and • Willingness to learn
design • Credibility
• Write the code • Possess a customer
orientation
• Have a perspective on The Team Composition
functional capabilities
 Leadership and Vision
Desirable


Project Role
 Characteristics
• Support the legitimacy • Understanding of
of the project management and
• Provide the vision strategic processes
• Serve on the steering • Possess credibility and
committee strong leadership
position
• Commit the resources
as and when • Posses clear idea of a
necessary big picture
• Complete faith in the
usefulness of KCRM
The Team Composition