Alexandra Lederer has over 6 years of experience as a Knowledge Management consultant. She has consulted at Amadeus to design KM strategies and solutions. In her current role at Genea, she implements an innovative learning framework blending training and KM concepts. She regularly shares her experience at KM conferences in Paris and as a visiting professor teaching KM and change management.

1. A roadmap to building and developing KM initiatives*
p g p g
KM Australia, 24 July 2012 – Sydney
Alexandra Lederer, Genea
* Also presented at Carrefours Logistiques, Paris – March 2008

2. Alexandra Lederer
> Alexandra has over 6 years experience as an internal Knowledge
Management Consultant at Amadeus, and over 5 years in the learning
and development area
area.
> She has consulted within this large organisation to design knowledge
management strategies and solutions, delivering uniformity across the
g g , g y
business. Alexandra has a preference for a pragmatic approach and has
designed and applied a number of tools that she is happy to share,
including: knowledge mapping “Message in a Bottle”, “Best Practice
Programme”, “Knowledge Cafés”, and “KM Measurement Framework”.
She
Sh contributed to the pilot and adoption of Microsoft Sh
ib d h il d d i f i f Sharepoint as a
i
corporate collaborative platform but has always been keen to stress
that “Sharepoint is just a tool” and that it takes more to make a
successful community of practice.
> In her current position as Learning & Development Specialist at Genea,
Alexandra enjoys implementing an innovative learning framework that
blends traditional training and knowledge management concepts. She
enjoys sharing her experience and has been invited regularly to KM
conferences in Paris and as a visiting professor in KM & Change
Management for a French business school.

3. From Amadeus, leading provider of IT solutions for
tourism and travel industry…
> +12,000 staff i 217 markets
12 000 t ff in k t
> #1 e-ticketing
> +700,000,000 b ki
bookings
> + 700 airlines
> +130,000 travel agencies
> Car rental, hotels, cruise, travel insurance..

4. …to Genea, World leaders in fertility
> +300 staff in 13 clinics NSW + ACT
> Pioneered IVF in the 1980s (Sydney IVF)
> Assisted conception, genetic testing, pre-
implantation diagnosis, miscarriage management,
complementary medicine, technologies
> Overall, almost 60 % of our patients – regardless
ll l f i dl
of age – will have a baby
> 90 % of our patients will have a baby within 3 or
less cycles of IVF
> Holds 8 of 9 federal government licenses for
embryo research in Australia.

5. August 2008, +250 MS Sharepoint ‘communities’
Informat
Documents
ion
Information
“Where is the
knowledge we have
lost in information?”
TS Eliot

6. What challenges are you facing in your KM
initiatives?
CJ Bonetto Kate Carruthers
Amadeus Genea
“Justify or re-justify the “Getting and maintaining
added-value of the buy-in from stakeholders”
y
initiative to Top
Management” “Developing effective
Developing
distribution models for
“Find or recruit champions getting the message out”
in
i the different areas of
iff f
the organisation to spread
the gospel”
gospel

7. How can we build and develop a value-adding
knowledge initiative?
Resource
Centre
Informat
Documents
ion
Practice Sharing
Information
Lessons Learnt
“People complain about information overload
but you never hear complaints about
knowledge overload”

8. Your KM initiative:
On the road to ‘Heaven’
Heaven
or
‘Hell’?
e ?

9. 01. Desire,
01 Desire
need, culture
Willingness
& culture
to share Pre
Strong existent
need from informal
end users network Heaven
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti
No need pushed
top-down
Little
habit to
share
Competitive
or silo
environment

10. 02 Integrate
02.
and leverage
Willingness Leveraged
& culture initiatives
to share Pre
Strong
existent
need from
informal
end users
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti
No need pushed
top-down IT puzzle
Little
with no
habit to
big
share Stand-
Stand picture
i t
alone /
creating
Competitive silos
or silo
environment

11. 03. Knowledge
map andd
strategy Knowledge
strategy
Willingness Leveraged
& culture initiatives
to share Pre
Strong
existent Knowledge
need from mapping
informal
end users
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti
No need pushed
top-down IT puzzle
Little
with no
habit to
big
share Stand-
Stand picture
i t
alone /
e-Launch
creating
Competitive silos
Let’s just
or silo
do it
environment

12. The knowledge mapping tool: Message in a Bottle
Source: Best Practice from Danone (Carrefours Logistiques , Paris 2006)

13. The knowledge mapping tool: Messages from Space
Launch of R&I Community at the R&I Forum
15 January 2007, Sophia Antipolis - France

14. The knowledge mapping tool: Messages to Space
Launch of R&I Community at the R&I Forum
15 January 2007, Sophia Antipolis - France

15. The knowledge mapping tool: connecting ‘seekers’
and ‘solvers’ in less than an hour
Guenther Anders
Germany Scandinavia Conny
Caroline
Amadeus Switzerland
Sebastian
Erwann Argentina
Francisco
Razvan
Spain Amadeus
Romania
Tarja
Moses Benjamin Finlan
Kenya Amadeus d
Elif Catherine
Matteo
Turkey Benelux
Italy
Christine Claudia
France C&C Stephen
Ireland
Yoav
Israel Andre
Ilene
Brazil
Amadeus Phil
Amadeus
Michele
Allison Scandinavia
South Eric
Africa Ivory C. Laure
Amadeus
Markus
Swati
Austria
India
Olaf Enrico
Benelux Italy
Javier
Spain
Pedro
Portugal
Solver (or “giver”) Seeker (or “taker”) Solver & Seeker

16. The knowledge mapping tool: a kick-off for online
forums and identifying knowledge gaps

17. The knowledge mapping tool: an effective way for
identifying experts and best practices

18. Define your knowledge strategy
Knowledge to
capitalize, Knowledge Business
disseminate and Strengths Opportunities
re-use
“Build and develop our knowledge strengths, eliminate and address our
knowledge weaknesses in order to seize business opportunities and defend
against threats”
Knowledge to Knowledge
create and Business Threats
Weaknesses
develop, gaps to
address

19. 04 Inspiring
04. Inspiring
sponsor
sponsor(s) Knowledge
strategy
Willingness Leveraged
& culture initiatives
to share Pre
Strong
existent Knowledge
need from
informal mapping
end users
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti No
N - or
No need pushed weak -
top-down IT puzzle sponsor
Little
with no
habit to
big
share Stand-
Stand picture
i t
alone /
e-Launch
creating
Competitive silos
Let’s just
or silo
do it
environment

20. What makes a good sponsor?
CJ Bonetto Kate Carruthers
Amadeus Genea
“Inspire people to follow “Willingness to engage with
him/her”
/ the concepts and become an
p
executive advocate”
“Have multiple sponsors
Have
for each specific initiatives “Develop a clear decision
in which he/she believes making model and then
in”
i empower people to take
action”

21. 05 Skilled
05. Inspiring
sponsor
facilitator Knowledge
strategy
Willingness Leveraged Skilled
& culture initiatives facilitator
to share Pre
Strong
existent Knowledge
need from
informal mapping
end users
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti No
N - or
No need pushed weak -
top-down IT puzzle sponsor
Little
with no
habit to
big
share Stand-
Stand picture
i t
alone /
e-Launch
creating
Competitive silos
Let’s just
or silo
do it
environment
No – or
unskilled -
facilitator

22. What does it take to be a good community leader?
CJ Bonetto Kate Carruthers
Amadeus Genea
“Tall, blonde and parler “Diplomacy, calm and
Français?”
ç pleasant demeanour (
p (no
matter what)”
“The 3 Ps:
The
Passionate “Super skills in juggling,
Patient patience of a saint, hyper
focus on follow-up and
f f
Persistent” follow-through”

23. What does it take to be a good community leader?
Knowledge of the
organization
Leadership
PASSION for the topic
Networking skills
Demonstrated activity
Knowledge of internal
& external experts
Technical
knowledge of the
community s
community’s People facilitation
domain
Influencing

24. 06 Educate
06. Inspiring
sponsor
and coach Knowledge
strategy
Willingness Leveraged Skilled
& culture initiatives facilitator
to share Pre
Strong Education
existent Knowledge
need from and
informal mapping
end users coaching
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti No
N - or
No need pushed weak -
top-down IT puzzle sponsor
Little
with no
habit to
big
share Stand-
Stand picture
i t
alone /
e-Launch
creating
Competitive silos
Let’s just Little / no
or silo
do it education
environment
No – or
unskilled -
facilitator

25. R&I Community Training Sessions
Genea Social Media Cafés
Demo of
D f
tools
Concept and
p
philosophy
p y
Why it’ important
Wh it’s i t t
What’s in it for you?

26. 07 Keep the
07. Inspiring
sponsor
The KM
momentum Knowledge
‘flower’
power
On going
strategy
facilitation
Willingness Leveraged Skilled
& culture initiatives facilitator
to share Pre
Strong Education
existent Knowledge
need from and
informal mapping
end users coaching
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti No
N - or
No need pushed weak -
top-down IT puzzle sponsor
Little Relying on
with no
habit to website
big
share Stand-
Stand tool only
picture
i t
alone /
e-Launch
creating
Competitive silos
Let’s just Little / no
or silo
do it education
environment
No – or
unskilled -
facilitator

27. The KM ‘flower power’
Staff Practices sharing
briefing
Trainings & Coaching, tutoring
Workshops & mentoring
Awards
Forum & sessions
Conferences
Peer reviews
Meetings
& Daily work
Community
of Team
Practice
Building
Micro Learning
Knowledge M
K l d Mappingi Networking
Seeker / Solver Sessions
Collaborative
Knowledge
g website (Opera
( p
Cafés Communities -
Blogging Newsletters Sharepoint)
Social Media
Webcasts

28. The Knowledge Cafés
The Marketing Knowledge Café presents:
Time to Get Serious About Positioning
Take a 45’ minutes break and boost your marketing knowledge!
Theoretical Recap: Own the space in the heads of your customers & prospects
 O E
Our Expresso M hi
Machine - an 8 minute recorded i t
i t d d interview with Ri k C
i ith Ricky Coussins, St t i
i Strategic
Marketing Consultant from Frost & Sullivan: “I don’t care what the reality is, I care about
the perception, and how people perceive us.”
Practice sharing: Positioning Amadeus In the Field
 First Croissant - a 10 minute live interview with Rob Golledge from Amadeus UK who
will share with you his experience in segmentation and positioning in the challenging UK
market.
 Second Croissant - another 10 minute live interview with Albert T. Villadolid, General
Manager from Amadeus Philippines who is extremely pleased to share how they have
positioned Amadeus as a learning partner in the Philippines.
Forum
 Pass the sugar please! You have something to say? Now's the time for your testimonials
Now s
and questions around the table. Say it loud!
Source: Alexandra Lederer, Amadeus 2005

29. What is the value of D,I,K,W?
Wisdom Wisdom
Knowledge Knowledge
Information Information
Data Data
80 % sharing of top down info 80 % sharing of field
experiences & lessons learnt
p o
Source: London South Bank University, Ark 2007

30. 08 Share
08. Inspiring
sponsor
The KM
80%
sharing 'K'
& 'W'
K
value Knowledge
‘flower’
power
On going
strategy
facilitation
Willingness Leveraged Skilled
& culture initiatives facilitator
to share Pre
Strong Education
existent Knowledge
need from and
informal mapping
end users coaching
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti No
N - or
No need pushed weak -
top-down IT puzzle sponsor
Little Relying on
with no
habit to website
big
share Stand-
Stand tool only 80%
picture
i t
alone / sharing
e-Launch top-down
creating
Competitive silos ‘I’
Let’s just Little / no
or silo
do it education
environment
No – or
unskilled -
facilitator

31. Sharing best practices
1. Effectiveness
2.
2 Efficiency
3. Strategic alignment
4. Collaboration
5. Recyclable
Source: KM Consulting, Amadeus 2010

32. Project Management Lessons Learned
What went well,
,
De Bono’s
Bono s
what can be
Thinking Hats
improved
Pillars of Agile Appreciative
Spiderweb Retrospective
Start, Stop,
Start Stop
Continue, More
Top 5 Issues
of, Less of
,
Wheel
Source: Project Management Community, Amadeus 2012

33. 09 Nurture
09. Inspiring
sponsor
The KM
80%
sharing 'K'
& 'W'
K
Non
trust Knowledge
‘flower’
power
judgmental,
Recognition
& Reward
On going
strategy
facilitation
Willingness Leveraged Skilled Relay
& culture initiatives facilitator Champions
to share Pre
Strong Education
existent Knowledge
need from and
informal mapping
end users coaching
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti No
N - or
No need pushed weak -
top-down IT puzzle sponsor
Little Relying on
with no
habit to website
big
share Stand-
Stand tool only 80%
picture
i t
alone / sharing
e-Launch top-down
creating
Competitive silos ‘I’
Let’s just Little / no Exhaust key
or silo contributors
do it education
environment
No – or Reuse
unskilled - without
facilitator credit

34. R&I Awards
> Increase the number of
contributions
> Reward & recognize key
contributing experts
g p
> Recognized by Management
g y g
and in annual appraisals
Source: R&I Community, Amadeus 2010

35. Planning
Measures
Corrections
10 Plan &
10. Inspiring
sponsor
The KM
80%
sharing 'K'
& 'W'
K
Non
measure Knowledge
‘flower’
power
judgmental,
Recognition
& Reward
On going
strategy
facilitation
Willingness Leveraged Skilled Relay
& culture initiatives facilitator Champions
to share Pre
Strong Education
existent Knowledge
need from and
informal mapping
end users coaching
network
Integrated
Heaven
IT tools
Design
g Launch
Development & Creation Live
Hell
Initiative
I iti ti No
N - or
No need pushed weak -
top-down sponsor No
IT puzzle
Little Relying on planning
with no
habit to website or
big
share Stand-
Stand tool only 80% measuring
picture
i t
alone / sharing
e-Launch top-down
creating
Competitive silos ‘I’
Let’s just Little / no Exhaust key
or silo contributors
do it education
environment
No – or Reuse
unskilled - without
facilitator credit

36. KM Measurement Framework
Key Performance Indicators Frequency & Tools
• Time saved
• Cost saved
• Resources leveraged
ROI • Revenues generated
R t d • Annual survey
• Interviews
Balanced Score Card: • Qualitative / Quantitative
• Financial
Business Value • Customers
• Internal business processes
• Learning & growth
• Offline collaborative activities
• Practices sharing
• Monthly Dashboard
• Communication activities
KM Activities • Rewarding
• Statistics
• Quantitative
• Online contributions & exchanges
• Website usage
• Measurements done by Community Leaders
• Designed, monitored & consolidated by KM Consulting
• Stored on KM Community website Distributed to Community Leaders M&D Management
Stored on KM Community website, Distributed to Community Leaders, M&D Management.
Source: KM Consulting, Amadeus 2010

37. Your KM initiative:
On the road to ‘Heaven’
Heaven
or
‘Hell’?
e ?

38. Our tip: 10 KPIs that indicate the chances of success
of a KM initiative
Desire, need,
Desire need Desire, need,
Desire need
culture culture
10 10
Plan & Integrate & Plan & Integrate &
measure 8 leverage measure 8 leverage
6 6
Knowledge Knowledge
K l d
4 4
Nurture trust map & Nurture trust map &
2 strategy
2 strategy
0
0
Sharing value Inspiring
Sharing value Inspiring (K & W) sponsor
(K & W) sponsor
Keep the Skilled
Keep the Skilled momentum facilitator
momentum facilitator Educate &
Educate & Coach
Coach
R&I Community Telesales Community Project Management Community

39. KPIs to success: if you had to pick only 3?
CJ Bonetto Kate Carruthers
Amadeus Genea
1. “Keep the momentum to 1. “People skills”
keep the community living”
p y g
2. “Meeting community
2. “Desire and willingness and
Desire milestones
milestones”
mindset of people”
3. “Effective dispersion of
Effective
3. “Skilled leader and community messages”
champions to spread the
gospel”

40. How is your KM initiative tracking?
Desire, need, culture
10
Plan & measure Integrate & leverage
8
6
4
Nurture trust Knowledge map & strategy
2
0
Sharing value (K & W) Inspiring sponsor
Keep the momentum Skilled facilitator
Educate & Coach

41. Thank you:
Amadeus programmes & tools created by Amadeus Marketing & Sales Consulting Knowledge Management team with the kind
contributions from …
Alexandre Perrin Lena Lindhoff
Anshumaan Bansal Margaret Sheehy Fuller
Carlos Ballesteros May Inkersole
Catherine Marechal Michele Pluim
Chaninda Purgchaipaew Nicolas Hauviller
Chiara Bondesan Paola Gariglio-Guillou
Christian Ley
i i Paul McShea
Christian-Jacques Bonetto Pilar Garcia Valdecasas
Delphine Delebarre Pornkamol Wongprikorn
Dominique Bennison Richard Lane
Dung Tong Viet Rita Badaoui
Edward Ross Rosario Peachy
Rosario-Peachy Lomeda
Em Maillard Sarah Coppe
Francoise Falise Sarah Jones
Gianluigi Perotto Sonja Haskins
Guenther Boos Stephane Aznar
Guillermo Cha Stephanie Ille
Helene Martin Steve Denning
Jamie Woolley Tracy Stanley
Julian Troubridge Valerie Tessier
Karl Hansen-Larramendi
Klaus Ennen
All speakers from Carrefours Logistiques - Paris, France for their inspiring sharing of experiences that nourish ours…
Martin Roulleaux-Dugage (Areva), Benedikt Benanati (Danone), Eric Juin (Bouygues), Frederic Chauvin (Gemalto), Brigitte Cattan
Steve Denning
Kate Carruthers

42. Contact them…
Kate Carruthers
Genea
http://katecarruthers.com/blog
@kcarruthers
Christian Jacques
Christian-Jacques Bonetto
Amadeus
Benedikt Benenati
Kingfisher & Danone

43. Keep in touch!
Alexandra Lederer
KM Consultant
L&D Specialist
alexandra.lederer@genea.com.au
@alexalederer