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 On-duty and COE employees would access the portal through the corporate intranet. MOSS would be used to provide a personal site for each employee. The content of the site would be dictated by group membership and job function. Employees could customize pages by adding additional components. Webparts would be used to deliver functionality. Personal sites would include the following components: • Homepage • Operations subpage • Community subpage Homepage Operations dashboard Community dashboard Knowledge management dashboard Links to subpages Scripted troubleshooting process Process linked to tickets db, asset db, personnel db Employee presence Group chat LiveMeeting If an issue should arise that cannot be handled through the scripted troubleshooting process and knowledge management interfaces, the next escalation point would be the center of excellence. Most oil and gas companies already have COEs in place that can easily be integrated into the solution. For example, Petrobras uses Petrobras University and its Central Research Group as its COEs. If an E&P issue arises in Petrobras Americas that cannot be solved locally, the issue is escalated to these COEs in Rio de Janeiro in Brazil. Another example is Shell's COE in Bangalore India.12 Internally, the system is known as the Collaborative Work Environment. "The Collaborative Work Environment allows us [Shell] to view real-time operational data from our worldwide production; drilling; refining and manufacturing operations, in surveillance rooms in Bangalore. Subject Matter Expert in Bangalore can then offer technical advice directly to asset teams during operational activities." This system is also integrated [12] with other Shell COEs in Amsterdam, Netherlands and other parts of the world. 8 | www.wipro.com/industryresearch Operations subpage Breakout for operations KPIs KPIs associated with assets, people and process Asset database access Employee presence information Process documentation Search Employee presence information Group chat LiveMeeting Link to Knowledge market • Troubleshooting subpage • Knowledge Management subpage • Knowledge Market subpage Community subpage Professional networking Employee presence information Group chat LiveMeeting Troubleshooting subpage Knowledge Management subpage Knowledge Market subpage Products Consultant availability Consultat bios Pricing Consultat presence information Group Chat LiveMeeting VoIP communications WIPRO TECHNOLOGIES
Knowledge Management Strategies for mitigating the Big Crew Change in E&P On-duty and COE personnel will have incentives to contribute their knowledge to the system through a compensation model based on the value of contributions. Value would be determined by their peers as the information was consumed to address business problems. The knowledge management system would track how often the information was accessed and the consumers would provide feedback about the end result. A point system would be used to show impact and a dashboard would allow each employee or an employee’s manager to monitor results. The organization could provide bonuses based on performance, allow points to be used to make purchases from a company store or used in the evaluation process when considering promotions or increases in annual compensation. Off-duty employees, vendors, partners, and alumni consultants would access systems through an extranet site. Off-duty and alumni consultants would participate through a knowledge market while partners and vendors would use a scaled down version of the internal site. Getting off-duty and retired alumni association employees to participate will require an incentive program. The knowledge market allows stakeholders to flexibly volunteer their time in exchange for financial compensation. Each participant signs up for the program and provides a profile. Off-duty employees will have their profile uploaded from the internal system and fill in additional information about the times they are available and the rates they would expect. Retired employees would join an alumni association prior to signing up as consultants. The consultants would sign non- disclosure agreements. They would receive background checks and be required to comply with security policies. They would also fill out a complete profile with their work history, certifications, expertise with specific processes and equipment, availability and consulting rate. There would be an evaluation system that tracks the quality of their work over time. Depending on company policies and available talent, the alumni association would be local to the company or could include retirees from similar firms. Existing services like “Expert Alumni” could also be integrated into the solution. Expert Alumni13 is a service that provides retirees to the oil and gas industry as consultants. It is sponsored by the Society of Petroleum Engineers and was specifically designed to help organizations deal with their staffing and knowledge transfer issues during the Big Crew Change. Security for the knowledge market would be set by the company. In all likelihood, the company would enact a “need to know” policy. The individual purchasing the consulting would be responsible for granting access to specific company resources. The knowledge management system would track usage and provide an audit trail back to the purchaser. Upon completion of the engagement, the project would be closed and access to resources would be automatically revoked. Off-duty and alumni association personnel would be given incentives to contribute to the knowledge base in the same way as on-duty employees, with the exception of having their submissions reviewed by a review board. The review board would evaluate the information for quality and ensure there was no duplication with existing works. Once accepted, the system would be uploaded into the primary system. For employees participating in the knowledge market, a local account would be maintained throughthe extranet site. A Paypal- like system would be used to transfer funds from the market to the bank account. 9 | www.wipro.com/industryresearch WIPRO TECHNOLOGIES
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Knowledge Management Strategies for Mitigating the Big Crew - Wipro

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