White paper on. From. Hexaware Technologies Limited (HTL)

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1 White paper on ewise Knowledge Management Framework TM From Hexaware Technologies Limited (HTL) Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 1

2 Table of contents 1. WHAT IS A KM FRAMEWORK THE EWISE TM KNOWLEDGE MANAGEMENT FRAMEWORK (KMF) EWISE PORTALS EWISE FUNCTIONALITY LEVELS FOR AN ENTERPRISE INFORMATION PORTAL COLLABORATION PORTAL TEAM & PROJECT PORTAL EXPERTISE PORTAL BUSINESS PARTNER CONTACT PORTAL COMPLETE CONTROL: EWISE TM ADMINISTRATION USER ROLES SUPPORTED IN EWISE TM TECHNICAL ARCHITECTURE BENEFITS OF EWISE TM... 9 Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 2

3 1. What is a KM Framework The goal of a Knowledge Management Framework is to create a connected environment for Knowledge acquisition, sharing and accessing. The connection that the framework should provide is between people as much as between people and information systems. It must support the exchange and transformation of tacit and explicit knowledge. The movement from tacit to explicit knowledge is also a transformation of individual knowledge into organizational knowledge. The reverse flow is equally important enabling individuals to draw on the corporate memory for decision-making and problem solving. The connected environment for knowledge exchange must support four main processes: Sharing Capture Classification Understanding 2. The ewise TM Knowledge Management Framework (KMF) The ewise TM Knowledge Management Framework (KMF) provides a systematic classification and planning roadmap to address knowledge management challenges. The framework illustrates the different models and approaches to knowledge management. An organization can employ multiple classification and mode strategies at the enterprise level. Lets look at some of these models and understand how they can be used by organizations. The Hexaware s approach to Knowledge Management Framework has following Characteristics KM Technology Information Collaboration Team project Expertise Enterprise Application Business Partner Needs Critical Information Mgmt Communities of practice Mgmt Web based project tracking and Mgmt Expertise Management Knowledge Appications Mgmt Contact Information Mgmt Process enablers Knowledge repository Knowledge Map / Meta Knowledge Skill Repository Sources Documents Databases s Web People consistent with evolving market needs: Just as Browser has become the de facto base for Internet portals for Internet services access (Example Yahoo, MSN) the corporate world has woken up to the logical extension of browser as corporate portal. Hence all types of corporate portals are based on Browsers. Hexaware s Knowledge Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 3

4 portal reflects this need. The portal is distinct in the sense that it provides a gateway to Knowledge Management services while incorporating personalization functionality of Internet portal and information/application access functionality of corporate portal. We believe this will be the portal of future Knowledge Organizations and all corporate portal will eventually move in this direction.. Hexaware s Knowledge Framework is unique in the sense that it defines Knowledge objects. Knowledge objects are objects that satisfy a Knowledge worker s needs. They can be documents, experts, books or even a multimedia object. 3. ewise s 3.1. EWISe functionality levels for an enterprise The enterprise level: Configures options such as standard applications & channels that is enterprise specific. These will appear on the desktop of every individual in the enterprise. The Team Level: Configures options such as standard applications & channels that is enterprise specific. These will appear on the desktop of every individual in the enterprise. The User level: The user has a link to a screen/page where he has the option to choose from a master list of applications/channels. There will also be a news channel that will appear as a scrolling marquee on the user s desktop Information Critical Information Management is done using Personalization, portal views for user (Knowledge workers), Managers (Facilitators) and Chief Knowledge Officer (CKO) roles, web based Document Management & Search feature of ewise TM for storing and retrieving the critical information. A process to capture and store critical information in ewise TM Knowledge Base is provided. This information can be any knowledge source web links, documents, projects, discussions, brainstorming meetings, audio/video conferences, news, calendar events etc. The information portal provides personalized portals to each employee, each team and to the corporation and uses push and pull mechanism to deliver the most relevant Knowledge to each employee Collaboration Enables global teams to collaborate, make decisions, share resources, and leverage content to meet their objectives by providing users with an organized workspace to store ideas and information. Team based moderated Multi-threaded discussion keep the team focused and up to date with the latest developments. Distributed teams can thus work in cohesion without duplication of efforts. Special Interest Groups can be created that form a community of interest, bringing together people from diverse fields having same area of interest. Users can hold brainstorming sessions, the inferences of which, can be saved and uploaded to the knowledge repository Team & Project In the knowledge driven economy, an enterprise revolves around tasks and project-based teams. The ewise TM team portal provides a single point access to all team related information and interactive Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 4

5 applications. The knowledge user can access team profiles; required skill sets and gets links to relevant people, documents, team calendar, tasks etc. ewise TM enables global teams to collaborate, make decisions, share resources, and leverage content to meet their objectives by providing users with an organized workspace to store ideas and information related to the project. Secure project based libraries, best practices, learnings, workflows and task lists lets the project manager manage every aspect of the project - from compiling relevant information for the teams to keeping deliverables on track. ewise TM allows you to maintain tight control over project deliverables by monitoring associated due dates and priorities for project tasks, as well as task lists across the entire team. As ewise TM stores all project related information in one place, new group members can quickly get the information they need to begin contributing much faster Expertise Focuses on the expertise of individuals who exercise considerable discretion based on experience and intellectual "Know How". The ewise TM Expertise Management allows users to declare their expertise in a systematic manner using templates, which capture the same. The ewise TM expertise portal allows users to quickly search for experts based on skills, proficiency levels, and keywords. Users can then see the expertise profile, contact details, and group information. If the expert is online and available, the user can interact in a Q&A session or get into a collaborative session Business Partner Contact Help in tracking of external business partners and maintain documents along with the relevant history of that partner. ewise TM lets you keep track of conversations with contacts and keep a history of previous communications. Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 5

6 4. Complete control: ewise TM administration ewise TM includes options that provide precise control over the specific information available to each user. These options can be set for an individual user or for groups of users. Account management. Before users can access knowledge elements through ewise TM, they must have an account on the ewise TM Server. User accounts can beset up by the project manager (called facilitator. Authentication. To ensure security, ewise TM supports its own authentication scheme, which uses username and password. Views of information. The administrator defines the views and access rights for various stakeholders. ewise Security Model Login and Password security Configurable access control at role and individual level Role based security at application level Configurable security to ewise services at user level Security configuration for all objects (expertise, documents, resources, colla boration forums etc.) at group level Granular level security for groups/individuals - View, edit, Check out, annotate, configure rights 5. User roles supported in ewise TM The entire management of the Knowledge Framework of an organization is supported by the four roles of: Systems Administrator Chief Knowledge Officer Knowledge Facilitator Knowledge User The role-based system ensures System Integrity and alignment of the Knowledge Management strategy to the Business goals of the Enterprise. Working at various levels of the framework, they ensure success of Knowledge Management implementation in enterprises. System Administrator Uses the ports in the EKP to do a - import of data from existing systems (E.g. Import employee details from HR System, Import Book details from Library Management system). Implements Back-up/restore/logging of EKP database. Synchronizes data between distributed/replicated databases. Ensures High database availability through Cluster servers/mirroring. Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 6

7 Chief Knowledge Officer (CKO) Manages corporate level portal features Maintains Security of EKP by setting up team level and individual level access. Defines information models for documents, expertise and group hierarchy. Evolves strategies for managing relevancy of knowledge repositories Analyses Enterprise usage of KM system using ewise reports Team Knowledge Facilitator Manages team (Channels/Applications for the team/team member s portal). Sets up team portal (Group links) Sets up team discussion forums and facilitates team interaction Validates documents contributed by team members Sets up and conducts online team meetings Analyses team usage of KM system Sets up document class profiles (Meta data for documents generated by his team). Knowledge User. - The Knowledge worker has access to operational functions of the system such as Search, Contribute, Collaborate, my tasks and Request - Has his/her unique login and password, which takes him to his/her personalized portal, which carries features most frequently accessed by him. - Can set up his personal links. - Can contribute Knowledge documents, expertise and discussion threads and needs to the system. The Knowledge User is critical to the success of the Knowledge strategy of Enterprises. Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 7

8 6. Technical Architecture ewise Functional Architecture Presentation Business Data XML IIS Web Server COM/MTS Components ewise Components ADO OLE DB XML MS Exchange Integration (Optional) Strc () Stored Procedures MS SQL Database Internet Explorer 5.x System Requirements/ Recommendations Hardware Software Client Pentium 133 MHz 64 MB RAM (Minimum) Minimum Free Disk Space 100 MB Network bandwidth Operating environment: Win NT Workstation 4.0 Win 95 (service pack 2)/98 Access client: Microsoft Internet Explorer 5.x Server Separate Web server and Database server each with following configurations: Recommended Dual CPU P4 server with 2GB RAM, 36GB Fault tolerant dual Hard disk (with Raid 5) Min. 6KBPS/concurrent user Operating Environment: Win NT Server 4.0 SP 5.0 Option pack 4.0 (IIS, Index Server, MTS, NNTP Server) OR Windows 2000 Advanced Server Database: MS SQL Server 7.0/ MS SQL Server Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 8

9 7. Benefits of ewise TM ewise TM key features that directly benefit corporate productivity include: Just in Time access to enterprise Knowledge A single window access to the knowledge needs of an individual irrespective of where the knowledge comes from or how/ where it is stored. It accesses multiple sources of knowledge such as Existing systems / applications within the organization, unstructured knowledge objects which could include documents, books, s, manuals, project reports, External sources of information on the WWW. Collaborative work culture A collaborative environment to facilitate sharing of information and knowledge and using this as a means to extract and convert tacit knowledge into explicit knowledge. Competitive Intelligence ewise TM enables organizations to foster strong relationships with the customers. ewise TM empowers the front-end teams by providing access to relevant customer, product, and market information, lending to more accurate responses and satisfied customers. Swift Access to Information & Expertise With the secured and audited knowledge repository, employees can now have speedy access to the right information. Similarly, locating an expert to troubleshoot problems is just a click away with ewise TM. Availability of Best Practices Effective capturing of team brainstorming sessions and group discussions enables the organization to evolve best practices, which can be made available expertise-wide through the desktop of employees. Internal Operational Efficiencies ewise TM brings about increased effectiveness of employees with informed decision-making by providing better access to the enterprise knowledge repository. ewise TM enables higher productivity as employees save critical time &effort in locating work specific information/data. Cost &time reduction is achieved by avoiding duplication of efforts in innovations, and individual R&D. Hexaware Technologies Limited. All rights reserved. Copying or Distributing without prior permission is prohibited 9