Transforming the Organization Transforming the Organization

An InformationAn InformationApproach Approach

Presented byPresented by Keith Cromack Keith Cromack

Raytheon Company Raytheon Company Bentley College Bentley College

Waltham, MAWaltham, MAJune 30, 2004June 30, 2004

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Transforming the OrganizationTransforming the OrganizationThought for the DayThought for the Day

“…“…anyone in the organization who is not anyone in the organization who is not directly accountable for making a profit directly accountable for making a profit should be involved in creating and should be involved in creating and distributing knowledge that the distributing knowledge that the company can use to make a profit.”company can use to make a profit.”

Sir John Browne – British Petroleum HBR: 1997

Our job is to create and share knowledge

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Transforming the OrganizationTransforming the OrganizationFrom Computer User to Knowledge WorkerFrom Computer User to Knowledge Worker

Collaborative Groups

IndividualContributors

InterpretationJudgment

Routine

Integrated Workers• Systematic, repeatable work• Rely on formal processes• Need tight integration across functional boundaries

Knowledge Workers• Improvisational work• Rely on deep expertise across multiple functions• Flexible teams

Transaction workers• Routine work• Rely on formal rules, procedures and training• Low discretion workforce

Expert Workers• Judgment-oriented work• Rely on individual expertise and experience• Star performers

Knowledge Workers Rely on Information and Context

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Transforming the Organization Transforming the Organization What we think we know!What we think we know!

Most Knowledge Workers are overwhelmed by and not effective at handling the information they need to do their jobs.

Without control over content, Knowledge Workers can waste up to 40% of their time in document-related-non-value-added tasks. (Gartner 2003)

More than 25% of Knowledge Worker time – 3 hrs a day - is wasted searching for information – rather than acting on it. (IDC)

60% of Knowledge Workers spend 60 minutes a day duplicating work already done by someone else. (Delphi Group 2000)

Our Ability to Create Information has Outpaced our Ability to find and Put it to Use

Transforming the OrganizationTransforming the OrganizationThought for the dayThought for the day

More is not moreMore is not more__________________

Less is more!Less is more!

Transforming the OrganizationTransforming the OrganizationIs all Information Equally Valuable?Is all Information Equally Valuable?

What ManagementCares About

We Need to Understand and Leverage the Overlap

What EmployeesCare About

Knowledge Opportunities (Sweet Spot)

Transforming the OrganizationTransforming the OrganizationIs all Information Equally Valuable?Is all Information Equally Valuable?

Only 20 % of all knowledge is captured - 80 % of all knowledge remains in

people’s headsKnowledge (20%)

Only 15 % of all captured knowledgeaccessible as information

AccessibleInformation (3%)

Only 10% of accessible information is ever used – 90% is a cost to the business

AccessedInformation (0.3%)

Only 7% of accessed information is ever used by people to do their jobs

InfoUsed for

Business Decisions

(0.02%)

How do we help our users easily, quickly and reliably find How do we help our users easily, quickly and reliably find and use information needed to do their jobs?and use information needed to do their jobs?

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Transforming the OrganizationTransforming the OrganizationCurrent State of Accessible InformationCurrent State of Accessible Information

The Key to Transformation is Our Unstructured Information

15%Unstructured Information Represents 85% of all accessible Raytheon

Information (Data Discovery, March 2002) Continues to grow at a rate of 200% per year (Yankee Group, 2002) Resides in Intranets, docuShare, shared drives, group servers, email systems Exists in every format & data type used over the last 20 years

Our ability to create information has Our ability to create information has substantially outpaced our ability to substantially outpaced our ability to retrieve it – and put it to work.retrieve it – and put it to work.

85 %

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Transforming the OrganizationTransforming the Organization What does Success Look Like?What does Success Look Like?

Retrieve Reduced Time to

Information

Create / CaptureIncreased number of On-line Information Contributors

ApplyIncreased reuse and sharing of information

ManageIncreased amount of Information assets “Under Management”

DeliverImproved communications vehicles

Information Life Cycle – Touch Points for Transformation

10KC

Transforming the OrganizationInformation & Knowledge Management

Transforming the OrganizationTransforming the OrganizationPutting it all togetherPutting it all together

A A AAAA AABusiness Process /

Job Assignment

PortalPortal DocuShareDocuShareDatabases

OracleNotes

DatabasesOracleNotes

SharedDrivesSharedDrives

DataWarehouse

DataWarehouse

Data Warehouse

Data Warehouse

Information Sources

DTICDTICTaxonomy

Framework SSICSSIC LOCCLOCCGovt. Standard NAICSGovt. Standard NAICS

Business Relationship

Business

Function

Employees

NCS Employees

NCS IT Employees

How do we help our users easily, quickly and reliably find How do we help our users easily, quickly and reliably find and use information needed to do their jobs? and use information needed to do their jobs?

myRaytheon | NCS | Information Technology

myPages | Search | Collaboration | Businesses | Functions | Communities |

User Interface

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Transforming the OrganizationPutting it all together

Interface Becomes Intelligent Interface Becomes Intelligent Brings the User and Information TogetherBrings the User and Information Together

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Transforming the OrganizationTransforming the OrganizationThe Value PropositionThe Value Proposition

Improving Business Intelligence and Decision Making Through Improving Business Intelligence and Decision Making Through Simplified and Predictable InformationSimplified and Predictable Information

Better decision making through accessible Data, Information & Business IntelligenceBetter decision making through accessible Data, Information & Business Intelligence

Quicker access to People, Solutions, Knowledge, & Capabilities to grow the businessQuicker access to People, Solutions, Knowledge, & Capabilities to grow the business

Streamlining of business & user processes Streamlining of business & user processes

Enabling Customer Focused Solutions through One Company Sharing of Enabling Customer Focused Solutions through One Company Sharing of

Information and CapabilitiesInformation and Capabilities

Share, Reuse & Reach Back by Capturing Knowledge & Re-inserting into the BusinessShare, Reuse & Reach Back by Capturing Knowledge & Re-inserting into the Business

Delivering open architectures that support our business agility Delivering open architectures that support our business agility

Developing Relationships Through Early IT Engagement in Business InitiativesDeveloping Relationships Through Early IT Engagement in Business Initiatives

Doing the IT we “sell” to our customers (Do IT)Doing the IT we “sell” to our customers (Do IT)

Equipping programs with information throughout the product life cycleEquipping programs with information throughout the product life cycle

Improving customer access to Raytheon services, information and productsImproving customer access to Raytheon services, information and products

10. You refer to your vacation plan as a “vision statement” 9. You prepare your grocery list using PowerPoint 8. When dining out, you order the “low hanging fruit” 7. You suggest Six Sigma time value mapping to your waiter when you order arrives late. 6. You plan your weekend with “critical success factors” 5. You think of dating as “benchmarking” 4. You celebrate your wedding anniversary by conducting a performance review. 3. Your Valentines cards have bullet points 2. You decide to reorganize your family into a “team based organization” 1. You start to feel sorry for Dilberts’ boss

Transforming the OrganizationTransforming the OrganizationTop 10 Signs Top 10 Signs

That you are taking this too seriously…..That you are taking this too seriously…..

Transforming the OrganizationTransforming the OrganizationI’d Like to Talk with YouI’d Like to Talk with You

Keith CromackDirector – Information ServicesKeith_a_Cromack@Raytheon.com

Office (781-522-3328) AOL IM Screen Name (kacromack)