KPMG utilises its own proprietary Intranet tool worldwide for internal
Knowledge Management. This paper briefly describes the wide-ranging
packet of measures within KPMG Switzerland to support the introduction
of the tool, named KWorld.
The Tool - KWorld and its contents
KWorld provides the user with access to the following contents for
KPMG worldwide
- Documentation of high quality work for clients
- Wide-ranging information for existing as well as targeted clients
- CVs of key KPMG persons
- Documents concerning methods, etc. by and for experts
- Company developments as well as information about internal functions
- Entries from hundreds of external publications relevant to KPMG
- Access to various Internet analyst services
All but the last category of content is classified according to
the three parameters (1) KPMG service area, (2) Client industry
segment and (3) Country. This classification of the content ("Content
in Context") together with comprehensive search capabilities
enables the user to navigate very efficiently through the content.
The Challenge - realising the potential benefits of KWorld
The vast range and sophistication of the content in KWorld represents
a huge potential for KPMG: sharing methods and techniques across
borders, assembling reference client work, locating the best qualified
employees, tracking market developments and keeping up-to-date with
the latest events at key clients, to name just a few. Nevertheless,
the very range and sophistication of the content makes it difficult
for users to fully grasp what is available. Furthermore, it is not
immediately clear to each and every KPMG employee, how to integrate
KWorld into their individual work routines. Finally, employees need
to be convinced of the rationale for using KWorld so that they are
properly motivated to change their work habits to include KWorld.
The Framework - four dimensions of knowledge
The framework of the four dimensions of knowledge (see Figure 1)
was employed to meet the challenge of realising the full potential
of KWorld. The dimensions are interrelated with another in a network
of influences on the personnel; thus all dimensions must be respected
for the successful introduction of a knowledge management tool.
The Activities - supporting the introduction of KWorld
The following principal initiatives and programmes were / are conducted
at KPMG CH, all of which are tailored to the specific circumstances
of the different disciplines and various functional roles found
within the firm.
- Know-what: Concrete guidelines for knowledge sharing via KWorld
which are linked to strategy and objectives by integrating them
into the Balanced Scorecard process; supported by communication
and training activities.
- Know-how: Training, help guides as well as first, second and third
level support for technical and content issues. An internal competition
involving a crossword puzzle and a lottery draw raised awareness
of the basic functionality of KWorld. Particularly successful are
1-1 training sessions with senior management and advanced courses
for navigating through the analyst services and external news providers.
- Know-why: Integration of knowledge sharing via KWorld in the performance
review and personal target-setting processes as well as communication
of messages regarding the benefits of Kworld; reinforced by customised
content pro discipline.
- Know-when: Appreciation of the circumstances under which KWorld
is to be used, including training which details the exact content
in KWorld which can be applied in each of the core business process
steps and communication of success stories.
The Future - full speed ahead on all fronts!
The substantial efforts worldwide to develop the KWorld tool as
well as support its use within the KPMG community will continue.
The challenge involved in fully realising the benefits of the tool
requires that a centrally led initiative is in place to support,
encourage, convince, motivate, explain, inform, train and so forth
with regard to knowledge sharing and the use of the knowledge management
tool.
