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Figure 2: PSF’s BKC Organization and Its Relationship with Business Units
Infrastructure Services x Design and maintain the KM
system and architecture x Maintain and manage the data
structure within the KM environment
x Configure, maintain, and optimize knowledge search engine
x Support and maintain system infrastructure
Chief Knowledge Officer x Champions KM initiatives x Leads the KM organization
x Ensures alignment of KM with business needs
x Improves awareness and acceptance of KM
Executive Sponsor x Sponsors the BKC
x Guides firm-wide knowledge strategy x Promotes continuous improvement of
KM process
x Champions knowledge sharing culture
Deployment Team
x Help users navigate knowledge bases and quickly locate knowledge x Provide helpdesk support for the KM
process
x Measure user satisfaction of the KM content and the KM process x Promote and facilitate the KM process
throughout the firm
x Coordinate and conduct KM training
Practice Coordinators x Oversee KM process in assigned
service line/industry groups x Promote involvement of knowledge
champions and subject matter specialists from practices x Support KM in the practices x Monitor compliance with the KM process
x Communicate the value of KM Knowledge Services
x Oversee the knowledge base catalog
x Conduct research and analysis searches for colleagues x Maintain physical libraries
The BKC
Practice Chair (Part Time) x Monitors and supports the KM process
from within the service line/industry group
x Coordinates subject matter specialists x Acts as a role model to promote a
knowledge sharing culture
Service Lines and Industry Groups
Knowledge Users x Use knowledge objects
x Enhance and contribute knowledge objects x Promote knowledge sharing
Knowledge Champion and Subject Matter Specialists x Proactively contribute and validate
knowledge base content for a service line/industry group
x Provide technical expertise to approve standards
x Review and update best practices
User Community
© 2008 University of Minnesota MIS Quarterly Executive Vol. 7 No. 3 / Sep 2008 75 Knowledge Sharing in a Global Professional Service Firm
Figure 3: Knowledge Management Roles and Responsibilities at PSF
Business Knowledge Center
of knowledge content.
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76 MIS Quarterly Executive Vol. 7 No. 3 / Sep 2008 © 2008 University of Minnesota Hsiao / Knowledge Sharing in a Global Professional Service Firm
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4. Knowledge Transfer: Disseminating Knowledge Effectively. 2QFH YDOXDEOH NQRZOHGJH KDV EHHQ
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be transferred effectively. Practice coordinators are UHVSRQVLEOH IRU HQVXULQJ WKDW SXUVXLW DQG HQJDJHPHQW
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Figure 4: Technology Architecture for Knowledge Management at PSF
Tool and Type Description Content Value
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keeping each team PHPEHUXSWRGDWHZLWK
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problem solving and SURGXFWLYLW\
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information to the desktops of new hires
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Enhances learning capacity
© 2008 University of Minnesota MIS Quarterly Executive Vol. 7 No. 3 / Sep 2008 77 Knowledge Sharing in a Global Professional Service Firm
Figure 5: Knowledge Type by Stakeholders Matrix
Type Value )RUPDW Where
Account management and sales approach
Client hot topics list
Engagement team
Improve role of knowledge on database and best practice repository
78 MIS Quarterly Executive Vol. 7 No. 3 / Sep 2008 © 2008 University of Minnesota Hsiao / Knowledge Sharing in a Global Professional Service Firm