::Lesson4:: KM in the International Organization
Walmart's KM rocks
Saturday, May 24, 2003
Social computing stomps all competition in the KM arena. Can there be any doubt? Apparently, because two colleagues have recently asked my advice in creating same-old same-old document management systems. In the hopes of saving others the agony of The Bad Decision, and in support of the spirit of LinkedIn, here's two real-world examples I've encountered in the past few days to provide the most graphic illustration I can phrase on the superiority of social networking (aka social computing) as the vehicle for enterprise knowledge management ...
2 Cases of Real World
KMBuying Spare Ribs: How Kirkland's Valuemart in Sauble Beach understands KM May wanted to cook authentic Chinese spareribs for my brother; we scoured the sorted data-table of the meat counter to no avail. Our first thought on failing to find things by browsing? Hit the little bell. Then hit it again.
So we did the most obvious thing, we asked Jay Kirkland's wife who explained that the butcher had gone for the day but on checking the meat fridge, there was indeed the raw materials for the ribs, but uncut. She, of course, knows who knows and immediately refers us to Jay who, as the store's founder, of course knows how to cut ribs, and because we're in a social network where we help each other out (e.g. the recent fights over saving the school), he dons an apron and in minutes Jay has saved dinner and we head home with the ribs.
Yu-gi-oh Cards: How Walmart kicks butt in KM For Dougie's birthday tomorrow, Nolan wanted to include Yu-gi-oh cards, the number one game of the Kindergarden crowd (tho' played more like Calvinball). We searched Zeller's archive to no avail, nada, nix, and so headed for Walmart. Again we scoured the 3D matrix of aisles of shelves of rows of toys and came up with only false positives, only this time we were both informed and smart. We knew this database contained the sought datum because this is where we were told Dougie got the same cards for Nolan and, spinning around, it took no effort at all to find the blue-smocked customer service roamer.
Due to shoplifting, the cards had been moved to beneath the customer service desk at the back of the store; she referred us to the back desk where the purchase was simple and effected in no time at all.
There are some common threads in these KM success stories:
Both enterprise archives were huge collections that no one person could know completely, but through overlapping knowledge in the network, the referrals could happen quickly and accurately.
Both searches were initially pointless because, for very good reasons, both the sought after data items did not exist in the superficially logical locations. This is probably the number one flaw with most dead-robot KM systems: They fail to accommodate how Reality is inherently messy!
The only possible method to locate either the ribs or the cards was to do what humans have done since the dawn of archives, ask someone who knows. In both instances, we needed someone who knew where the target was, and who could refer us to someone who knew how to extract it.
There are also some usability analogies here to teach us about making our social KM network accessible. In Kirklands, the bell on the desk had no automated message forwarding, it was like an email message that goes into the hotmail queue and sits there forever, kinda like the email I sent last month to Wiarton TV (it's ok, I solved the problem myself with a daring trip up the ladder, thereby saving myself the $60 housecall). In Zeller's, the technology for the social networking is vastly more expensive than Walmart (each roamer in Zeller's wears a Borg-like headset) but the entry-point to their fine WiFi-enabled network was no where to be found. Walmart, on the other hand, used personal experiences coupled by POTS(Plain Ordinary Telephone Systems) but are careful to place their KM entrypoints everywhere.
Submitted by mrG on Sat, 2003-05-24 23:30.
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Yu-gi-oh Cards: How Walmart kicks butt in KM For Dougie's birthday tomorrow, Nolan wanted to include Yu-gi-oh cards, the number one game of the Kindergarden crowd (tho' played more like Calvinball). We searched Zeller's archive to no avail, nada, nix, and so headed for Walmart. Again we scoured the 3D matrix of aisles of shelves of rows of toys and came up with only false positives, only this time we were both informed and smart. We knew this database contained the sought datum because this is where we were told Dougie got the same cards for Nolan and, spinning around, it took no effort at all to find the blue-smocked customer service roamer.
Due to shoplifting, the cards had been moved to beneath the customer service desk at the back of the store; she referred us to the back desk where the purchase was simple and effected in no time at all.......
แปลถอดความ... เราต้องการซื้อ Yu-gi-oh card ให้เป็นของขวัญวันเกิด ก็เลยไปค้นหาข้อมูลใน Zeller’s archive แต่ก็ไม่พบ เราก็เลยมุ่งตรงไปที่ Walmart แล้วก็หาไปตามป้ายต่าง ๆ ตามทางเดิน แต่ในที่สุดก็ยังหาไม่เจอ แต่ในรอบนี้เรามีข้อมูลต่าง ๆ และเรารู้ว่าฐานข้อมูลมีสิ่งที่เราค้นหาอยู่ และ Dogie ก็บอกเราก่อนหน้าว่าได้ card นี้มาก่อนหน้า ดังนั้นเราก็เลยไปติดต่อที่ customer service และก็พบว่า card ถูกย้ายไปเก็บใต้โต๊ะ customer service ซึ่งในที่สุดเราก็สามารถซื้อของชิ้นที่ต้องการมาได้
จากข้อมูลเบื้องต้น ทำให้เราทราบว่าทาง Wal-Mart ได้มีการจัดให้มีการแชร์ข้อมูลเกี่ยวกับตัวสินค้าต่าง ๆ ขึ้นมา ทำให้ลูกค้าได้รับความสะดวกสบายเมื่อมาจับจ่ายเลือกซื้อสินค้าที่ Wal-Mart
ที่มา: http://blog.teledyn.com/node/921
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