EVOLUTION OF BPR

Musing on Enterprise 2.0, CRM and Customer Experience

Posted on the June 15th, 2008 under CRM, Enterprise 2.0, Enterprise Software by Gregory Yankelovich

I have been reading lately a lot about “social software” and its impact on businesses large and small. It appears to me, and I am definitely not an expert, that the term’s definitions, which are many, boils down to three product groups:

Musing on "deregulation" of knowledge

Posted on the March 26th, 2008 under Business Risk, Organizational Transformation, Uncategorized by Gregory Yankelovich

I was reading this article What created this Monster? which attempts to find the root of current collapse in financial markets, and it occurred to me that perhaps there are some similarities between the results of deregulation of financial markets and “democratization” of information.

Reflect on KM and Enterprise 2.0

Posted on the March 5th, 2008 under Change Management, Value of BPR by Gregory Yankelovich

I am new to blogging and, being involved with a few Enterprise software implementation projects during last few months (or years?), have missed a lot of discussions going in this space. Therefore I do not consider myself an expert on this subject, however I was involved with practical implications of sharing "tribal knowledge" within enterprise for quite a few years. In that context wiki/search and other "repository" type tools did not appear to add much value in my experience yet. Given enthusiasm of my many colleagues to experiment with these tools, I was wondering why so little practical results was achieved.

The latest attempt, I was a part of, involved using wiki as a project management methodology and Best Practices knowledge repository for the mid-size organization in Software Industry. The process of content development was very vigorous, democratic, cooperative and enthusiastic, the infrastructure was put in place and communications were issued to everyone in the company. The quality of the content was very impressive, but the knowledge did not find it’s way into the practice of the delivery of projects, did not improve at all quality of estimates or project management. Unfortunately this experience was consistent with the previous ones, and I can’t help, but think that the "passive" nature of wiki tools is the reason for failure.

People in everyday life don’t seem to use referential source of information until they are "stumped" and cannot proceed without specific piece of information. That leads me to believe that unless KM is contextually integrated into business process supporting/controlling systems, their value in an Enterprise environment is very limited.