Knowledge Management Strategies for Mitigating the Big Crew - Wipro

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Knowledge Management Strategies for mitigating the Big Crew Change in E&P Technical Solution The collaborative environment required to support the knowledge communities in the previous section will require significant infrastructure, including federated directory services, Webservers, database servers, application servers, and security services. The infrastructure must provide the following functionality: • Highly scalable platform • Enterprise portal • Flexible and user configurable interfaces • Secure extranets • KPI and operational dashboards • Database connectivity • Professional networking • e-commerce • KM performance tracking Wipro is basing its knowledge management solution on the Microsoft Office SharePoint Server (MOSS) Enterprise Edition and the Unified Communications platform. This platform was chosen because of its low cost, rich functionality, ease of application development, readily available webparts and its market share. The Enterprise version of MOSS was chosen over the standard version and SharePoint since the solution makes extensive use of KPIs, Business Data Catalog (BDC), Excel Services and the Forms Server. This functionality is only available from the Enterprise version of MOSS. Many of Wipro’s customers have already purchased e-CALs from Microsoft, giving them full access to the software at no additional cost. MOSS will be implemented as a three tier configuration. Tier-1 is the database layer and will be based on Microsoft SQL Server 2008 in a clustered configuration to improve scalability and performance. Tier-2 is the application layer and provides the MOSS shared services such as indexing, search, reporting, connectivity, forms and Excel Services. Many of the application components cannot be clustered and scalability is achieved through dedicating each server in this layer to a specific function and by increasing hardware (scale-up). Tier-3 is the presentation layer or Windows Front End (WFE) servers. These servers use network load balancing to improve performance and reliability. Scalability is achieved through a scale-out design. When additional capacity is needed, more servers are added to the cluster. The MOSS implementation will also require Active Directory, Exchange, and Forefront Edge Security and Access, Office Communications Server, PBX connectivity, Mobile Information Server, Smartphones and a high bandwidth network. The MOSS portal will need connectivity to the enterprise asset management system, HR system, scheduling systems, SCADA systems, systems monitoring systems, troubleshooting systems and ticket management systems. The enterprise portal will be provided through MOSS. MOSS runs on top of Microsoft Internet Information Service and delivers functionality through Webparts running on Active Server Pages 2.0. Webparts are browser based applications that provide business functionality. MOSS also provides personalization based on group membership and user configured settings. When a user logs onto the site, group and individual settings are applied, providing the proper interface for each user. When coupled with Active Directory Federated Services, MOSS will provide the secure extranet portal for the knowledge market and partner/vendor collaboration interface. 12 | www.wipro.com/industryresearch • Search • Workflows • Document and records management • Presence • Integrated Voice over IP (VoIP) • Instant messaging and group chat • Video conferencing • E-mail integration • Mobile devices WIPRO TECHNOLOGIES
Knowledge Management Strategies for mitigating the Big Crew Change in E&P In order to provide database and application connectivity to feed the KPI and operational dashboards, MOSS provides the Business Data Catalog (BDC). Out of the box, the BDC comes with Application Data Files (ADF) for SAP, Siebel and other line of business applications. ADFs simplify connectivity and reduce development effort/costs. In situations where ADFs do not exist for legacy systems, Wipro will create the configuration files. The BDC will be used to connect to the enterprise asset management systems, SAP HR systems, personnel systems, SCADA databases, troubleshooting systems and ticket management systems. Out of the box, MOSS provides Webparts for social networking including wikis, blogs, forums, people search, and relationship management. As part of Wipro’s solution this functionality has been aligned to business processes and extended to make it more relevant to E&P operations. Social Networking functionality has been renamed Professional Networking to reflect its business alignment. One of the most innovative components is the linking of processes, assets and people and integrating the results through the MOSS search engine. For example, if a user initiates a search for information on a piece of equipment he will not only get a list of documents (data store, wikis, blogs, forums) but he will also get a list of people associated with asset directly or indirectly. People-to-asset linking will show first, second and third order associations. First order associations are employees with a direct history to the asset. Second order associations are employees with experience with the same equipment elsewhere in the company. Third order associations represent experience with similar equipment. Users will want to start with first order relationships since they are most likely to provide the desired result, leveraging the second and third tier if things do not pan out. As the search engine turns up people, relationships between people are also displayed. People-topeople linking is what is found in LinkedIn, the popular Web-based networking tool. LinkedIn allows users to leverage their relationships with individuals to access a wider network. This will prove very effective in E&P when employees need to enlist the help of people with whom they have no past relationship. Cold calling is never as effective as when someone else with a relationship acts as a liaison. The knowledge market is an e-commerce site. Consultants sign-up to deliver predefined products, set prices and advertise their services on a portal. The portal is accessed by on-duty employees who need assistance on projects or troubleshooting operations. Based on need and cost, the on-duty employees make a decision about whether to secure an individual’s services. A shopping basket would be used to make purchases and payments would be handled by Paypal-like functionality. Workflows would be used to get the necessary approvals to authorize engagements and payments. MOSS would serve as the platform for this site and existing and new Webparts would be used to provide the functionality. MOSS based workflows integrated with Exchange e-mail would manage the approval process. The entire incentive system is based on compensating employees based on the value of the knowledge they contribute to the system. When an employee accesses information through the knowledge management system, the system will require that he fill out a survey on the value of the information. This is very similar to what is in use on e-commerce sites. For example, when a consumer evaluates a book on the Barnes and Noble website, they get the opportunity to read reviews from people who have read the book. This information is used as part of the buying decision. This same technology is used in Wipro’s solution. The search engine takes into account the rating of the content when delivering results based on relevancy. The system will also track the number of times a document is accessed, its average score and link it to particular project or troubleshooting process that has a dollar value. A point system is then used to quantify value. Each user will have a scorecard that shows the value of his information compared to his peer group. Value received would then be used to determine bonuses, promotions or other incentives. This functionality will be delivered through existing and new webparts for the MOSS platform. 13 | www.wipro.com/industryresearch WIPRO TECHNOLOGIES
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