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Xerox creates a Knowledge-Sharing Culture through grassroots efforts

By- Arshi Markan Khyati Gupta Pawan Kumar Sahu Preeti Markan Tamanna Saxena

In the presentation
Critical beginning of knowledge management in Xerox How Xerox supported for knowledge management

Xerox knowledge in action Eureka- an effort by Xerox


DocuShare - the web based community Evolving challenges The future of knowledge management in Xerox

A critical beginning
Factors leading to start -up
Growing movement of knowledge management in 1995 Suspicion about knowledge management

Beforehand work involves

Understanding customers

Understanding market place knowledge interest

Business strategy

Improves customers service

Improves financial performance

Impacted on

Continued.
Results
Interviewed 60 knowledge workers outside the organization Realized that organization uses and equate knowledge management in number of ways
Found every organization uses knowledge management for knowledge sharing

10 domains of knowledge management


1. 2. 3. 4. 5. 6. 7. 8. Sharing knowledge and best practices Instilling responsibility for knowledge sharing Capturing and reusing past experiences Embedding knowledge in products, services and processes Producing knowledge as a product Driving knowledge generation for innovation Mapping networks of experts Building and mining customer knowledge base

9. Understanding and meaning the value of knowledge 10.Leveraging intellectual assets Helped employees in understanding what is knowledge management

Support for the knowledge


Recruited 100 knowledge managers in 1997 They agreed to be surveyed each year regarding their knowledge initiatives and developing trends Technology Customers

Helped company to examine the changes in

Initiative commenced in 1996 with full support of chairman Mr. Paul Allaire
Geographies Same year began a major long range planning effort called Xerox 2005

Xerox's knowledge in action


Conscious regarding education of knowledge management Spent large amount of resources and time to understand collective knowledge around the subject Displayed examples Developed grass roots initiatives Corporate initiatives

Firsthand research

Consortium work

Sponsorship of research

Eureka an initiative
Problems
Approx 1 million calls by service center technician to maintain copiers, printers and networks

Measure
Developed Eureka - so that the solutions were shared No times is wasted in solving the same set of problems

During repairs, discovered such problems which were not seen in documentation

Customers gets better service


Such problems created lengthy downtime for customers

Cost reduction opportunity

Company lost money as service representatives worked to solve the challenging problems

Encouraged high involvement of service centers

Personal recognition of service centers representatives for their contributions

Eureka .
Eureka is self sustaining Contributing to social capital

Helped service representatives to become part of worldwide community

Before

After
Knowledge sharing system has more than 25,000 records

Sharing of innovative solutions only at work group meetings

To access this, representatives use laptops

Enters the specific problem

Limited to few people


Receive suggested solutions submitted by other employees

Eurekas impact
Employees started working hard to reduce cost to support customers

Xerox saved 510% on labor and part costs

Saving totaled to tens of millions of dollars

Number of other community in Xerox become interested in Eureka

DOCUSHARE a Web Based Tool


An application for Internal Use (Named AmberWeb)

Intially, business process management,social collaboration, retention management and enterprise scalability.

With a great viability of version 5 Docushare CPX , the 5ooRD has risen upto 30,000

A examined motivational tool, used by scientist and employees. The cultural work practice of a community will ensure higher success rate in developing solution as it has a competitors such as Microsoft Share Point, Orcale Corporation and Documentatum

Evolving challenges
Novice Community building and pulling together community sharing around knowledge management with champions inside the company Diversified, but focus approach. Ice breaking session, to make understand Knowledge Management Understand.

Future of Knowledge Management


Next goal is to encourage knowledge sharing of all 90,000 employees New cultural dimension is launched in the year 2000, so that knowledge sharing becomes part of everyones daily activities

Conclusion
Knowledge management focuses on know what you know Helps to avoid wastage of businesss time and money Results in high morale of employees Helps in employees participation

Thank you

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