Excellence in Practice Volume III: Innovation & Excellence in Workflow Process and Knowledge Management

Book Description

Excellence in Practice Volume III, Innovation and Excellence in Workflow/Process Management and Document/Knowledge Management, by Layna Fischer, Chair of the Workflow And Reengineering International Association (WARIA), features the winners and finalists of the 1998 Giga Excellence Awards.

Guest Chapters - To add depth and meaning to the case studies, leading industry analysts and experts were invited to contribute chapters from their respective perspectives.

Streamline Your Business Processes With Workflow and Extranet Solutions
The introduction is by Connie Moore, leading industry analyst and Vice President with Giga Information Group, and Excellence Awards judge, jointly with Gig Graham, Chief Research Officer, Giga Information Group. Here, they watch a new trend in the way an enterprise delegates and manages business processes in its extranet, and a new role for workflow technology within organizations.

Technologies for the Virtual Enterprise
Martin Ader, Principal of Workflow & Groupware Strategies, France, and author of the highly acclaimed Comparative Analysis of Workflow Products, looks at how the development of the Internet, coupled with the development of technologies for Knowledge Management and Work Management, will have deep influence on the way economic actors play their role in the worldwide market place.

Process Support
Derek Miers, Principal, Enix Consulting Ltd., England, offers excellent advice to business leaders who must make critical decisions regarding the development of the next generation of Web-based enterprise application systems, e-commerce products and Web-based services targeted at the business sector.

The Workflow Market in 1999 and Beyond
Priscilla Emery, Senior Vice President, Association for Information and Image Management International (AIIM), presents some of the results of AIIMs annual worldwide study and provides a status of the document technologies marketplace, from both a user and a supplier perspective. In 1999, AIIM requested that GartnerGroup conduct this study.

The Case Studies:

We, at Giga Information Group and WARIA, are most fortunate to have read all the submissions for the Excellence Awards--not just the Gold and Silver winners. Having combed through hundreds of submissions over the years across many countries and continents, we can clearly discern patterns in how companies achieve excellence. While not all companies share each and every characteristic, there is enough commonality to detect distinct paths for achieving excellence. When several of these characteristics are combined in a single installation, they often result in visionary companies moving the competitive goalposts for their industries, as you will read in the following case studies:

As a professional services corporation with 1998 revenues about $6 billion and over 60,000 employees in 363 locations in 78 countries, for Arthur Andersen LLP (Amsterdam, Netherlands) knowledge represents 99.95 percent of what AA sells to its clients and is the core process of their value chain.
Autogere Seguros e Pensoes (Lisbon, Portugal) integrated imaging, telephony, fax, and transaction processing using workflow across the supply chain. Their call management system included computer integrated simultaneous voice/data, and inbound/outbound call scripting.
Bank of America Capital Markets Operations (San Francisco, CA) This application describes the reengineering and workflow automation of the process used to acquire, setup and maintain new brokerage accounts within the Capital Markets Operations division of Bank of America.
Blue Cross & Blue Shield of South Carolina (Columbia, SC) high claims volumes of over 500,000 claims in process with more than 100,000 new claims added daily impacted their ability to meet service level and cycle time minimums for processing claims according to government contract requirements.
CFI Mail Order Pharmaceuticals (Harrisburg, PA) CFI tied together imaging, OCR/ICR, bar code, document management, core line-of-business applications, on-line databases and other technology components into a total enterprise solution.
Detroit Edison (Detroit, MI) implemented the Corporate Real Estate Services (CRES) Database/Imaging System to automate the process of file retrieval and to protect these easement agreements (some of these fragile documents were acquired before the year 1900) from catastrophic loss.
ForeningsSparbanken (Stockholm, Sweden) was first European bank to integrate web-based workflow, implementing an Intranet for electronic mail, discussion groups, workflow and DM, BPR for pilot systems, purchasing and customer feedback and Workflow integrated with EDI.
George Mason University (Fairfax, VA) saw Web-based work management solutions deployed on an Intranet as one of the best ways to regulate and reengineer its business processes because of the relative ease of deployment and training.
Government of New Brunswick (New Brunswick, Canada) transformed what was previously a slow, paper-based, resource-intensive process into a streamlined, automated flow that has dramatically reduced costs and processing time, and increased productivity and accuracy.
IBM Global Services (Sleepy Hollow, NY) created CM AssetWeb to provide the infrastructure for IBM's Knowledge Management Solutions. ICM AssetWeb is a strategic knowledge and asset management collaboration system used by IBM Global Services and Global Industries to team, execute and win customer engagements by creating, sharing and reusing intellectual capital.
IBM ICMS New Zealand Ltd. (Hutt City, New Zealand) Their customer care and billing system was an online repository of intellectual capital enabling information capture, re-use, design, update and distribution. They transformed the internal culture from one that saw information only as "documentation" to one that recognized the asset value of knowledge.
Immigration & Naturalization Services (Washington D.C.) The ultimate mission of the INS' FOIA/PA unit is to respond to a constituent's "right to know" by providing timely information to the public and other Government agencies when they request it, within the provisions of pertinent laws and regulations.
Kaiser Permanente (Oakland, CA) By combining data mining techniques with the document technologies, Kaiser Permanente generates personalized communications from doctors to patients who may be at risk, requesting an appointment.
Korea Advanced Institute of Science and Technology (Taejon, South Korea) Their business problem was that inaccurate forms created re-work in their bureaucratic, paper-driven environment. Their solution was to initiate an ambitious project called Intelligent Campus to build a virtual university.
Kraft Foods (Northfield, IL), put in place a Shared Services Center (SSC) which operates as one of the most efficient Accounts Payable Service Providers. The system connects three different systems through a common interface.
Lewisham Borough Council (London, England) Through the deployment of workflow technology, efficiencies in this area will allow for collections to reach a 95 percent success rate in financial year 98/99.
Office of the Secretary of Defense (Washington D.C.) The OSD Legislative Affairs is the primary liaison between Secretary of Defense and Congress. Using procedural and ad hoc process management, which provides the necessary flexibility the OSD Legislative Affairs requires, they are now responding to inquiries 15 times faster and processing more responses with 10 percent fewer personnel.
Phillips Fox (Sydney, NSW, Australia) They were the first law firm to implement knowledge management, and the first with a high volume claims litigation product. This implementation, which changed the way lawyers share and access information, redesigned existing Intranet processes, aligned IT and knowledge management, integrated document management, databases, workflow, documents, email, with the result that one query searches all repositories.
Screen Actors Guild Producer's Pension and Health Plans (Burbank, CA) is a trust that was established to provide a portable set of health and pension benefits to its 37,000 health and 5,500 pension members.
Texas Women's University, (Denton, TX) Resources to track all the information that is required to approve a loan, grant or scholarship have been shifted from personnel to the workflow system.
University of South Florida, (Tampa, FL) Integrating the legacy and manual processes with new and innovative technologies via the intranet system provided a set of flexible processes that use a single source of information in a meaningful and useful way.
The Workers' Compensation Board of British Columbia (Richmond, BC, Canada) implemented an Electronic Claims File system (or E-File), the technology backbone of its organizational change efforts.
Zurcher Kantonalbank, (Zurich, Switzerland) The ZKB initiated a FIT policy for industrializing business management and production, and automating banking processes.

Readers of these detailed case studies can find out more about:

Book Description

Creative Space summarizes and integrates the various up-to-date approaches of computational intelligence to knowledge and technology creation including the specific novel feature of utilizing the creative abilities of the human mind, such as tacit knowledge, emotions and instincts, and intuition. It analyzes several important approaches of this new paradigm such as the Shinayakana Systems Approach, the organizational knowledge creation theory, in particular SECI Spiral, and the Rational Theory of Intuition – resulting in the concept of Creative Space. This monograph presents and analyzes in detail this new concept together with its ontology – the list and meanings of the analyzed nodes of this space and of the character of transitions linking these nodes.

Complex Systems Concurrent Engineering: Collaboration, Technology Innovation and Sustainability

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Complex Systems Concurrent Engineering: Collaboration, Technology Innovation and Sustainability

Manufacturer: Springer
ProductGroup: Book
Binding: Hardcover

General | Engineering | Professional & Technical | Subjects | Books

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ASIN: 1846289750

Product Description

Concurrent engineering is well-established as an approach to engineer product parts. However, the concept has much broader application. Complex Systems Concurrent Engineering: Collaboration, Technology Innovation and Sustainability demonstrates how concurrent engineering can be used to benefit the development of complex systems, to produce results that sustain balanced stakeholder satisfaction over time. Gathered from the 14th ISPE International Conference on Concurrent Engineering, the collected papers cover all aspects of the sustainable and integrated development of complex systems, such as airplanes, satellites, space vehicles, automobiles and ships.

Complex Systems Concurrent Engineering: Collaboration, Technology Innovation and Sustainability focuses on five major areas:

Knowledge and collaboration engineering and management;

Systems engineering, analysis, modelling, simulation and optimisation (including value, cost, risk, and schedule issues);

Product realisation processes, methods, technologies and techniques;

Business, management and organisation issues (product life cycle processes other than development and manufacturing); and

Information modelling, technology and systems.

Innovation Management in Global Networks: Challenge and Chance

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Innovation Management in Global Networks: Challenge and Chance

Manufacturer: Springer
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books

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Management | Management & Leadership | Business & Investing | Subjects | Books

Management Science | Management & Leadership | Business & Investing | Subjects | Books

Operations Research | Management & Leadership | Business & Investing | Subjects | Books

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ASIN: 354047627X

Book Description

Innovations today are the products of tomorrow – this has to be the maxim of top management in order to successfully introduce innovative products and services to the market.

This book examines innovation management from a network perspective. Several renowned authors from practice and scientific world alike consider different aspects of innovation management in the context of global networks. This will include the illustration of its challenges and chances as well as the development of promising strategies for innovation management in networks. Recommendations will be derived that help top management to utilise innovations for the sustainable development of the company. Among other aspects, the innovation process, innovation co-operation, personnel aspects as well as marketing issues and innovation tools will be discussed.

This book has a clear focus on innovation in practice as many cases among various branches including the service sector are presented. Nevertheless, empirical results from selected studies will be illustrated that make this book even a valuable reading for scientific researchers of innovation management as well as interested students of this field.

Innovation of the Naval Postgraduate School's Student Thesis Research Process Through Knowledge Management

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Innovation of the Naval Postgraduate School's Student Thesis Research Process Through Knowledge Management

Manufacturer: Storming Media
ProductGroup: Book
Binding: Spiral-bound
ASIN: 1423533402

Product Description

This is a NAVAL POSTGRADUATE SCHOOL MONTEREY CA report procured by the Pentagon and made available for public release. It has been reproduced in the best form available to the Pentagon. It is not spiral-bound, but rather assembled with Velobinding in a soft, white linen cover. The Storming Media report number is A536483. The abstract provided by the Pentagon follows: This thesis examines the student thesis research process at Naval Postgraduate School (NPS), Monterey, CA. Research in the academic environment by Leavitt (1965), Davenport (1993), and Nissen (1993), makes a case for the integration of information technology (IT) with the process it supports. This thesis examines how the NPS population discovers and shares knowledge in the thesis research process. Additionally, it analyzes how a knowledge management (KM) tool such as a knowledge portal might improve the thesis research process. This thesis explores the culture of knowledge sharing and knowledge hoarding in the academic environment of NPS. This thesis also investigates the relevancy of student theses to Navy needs and how this relevancy might he enhanced through a knowledge portal (KP). The findings indicate that the student thesis process at NPS can he innovated through a KM tool such as a KP. Development and implementation of the KP must be executed using an iterative, integrated approach through gradual addition of resources, functionality, and user groups. Weaknesses identified in the current thesis process require reengineering efforts. Finally, the differences in the academic and military cultures at NPS must be minimized for successful innovation to occur.

Knowledge Management in the Innovation Process (Economics of Science, Technology and Innovation)

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Knowledge Management in the Innovation Process (Economics of Science, Technology and Innovation)

Manufacturer: Springer
ProductGroup: Book
Binding: Hardcover

Development & Growth | Economics | Business & Investing | Subjects | Books

General | Popular Economics | Business & Investing | Subjects | Books

MIS | Industries & Professions | Business & Investing | Subjects | Books

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Nanotechnology | Technology | Science | Subjects | Books

Innovations | Technology | Science | Subjects | Books

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ASIN: 0792374649

Book Description

It is now widely recognized that many of the central unresolved problems in economic policy, management and research turn on questions of knowledge. Increasingly, complex firms and agencies must ask, and answer, such difficult questions as:

What is knowledge?
Where is it? Who has it?
Does the organization lose or gain competitive advantage or effectiveness by sharing knowledge?
Where can we find the knowledge we need?
How can we measure knowledge?

In a knowledge-based economy, these queries are integral to the pursuits of every policy maker, analyst and strategist.
Knowledge Management in The Innovation Process - a joint project between Statistics Canada and Program of Research on Innovation Management and Economy (PRIME) at the University of Ottawa - brings together economic, social, measurement and policy views on these critical issues. This project fits into an ongoing research program at Statistics Canada to develop meaningful indicators for science, technology and innovation in a technology-intensive economy. It also fits into the ongoing program at PRIME to better understand technology policy and innovation strategy. This book tells the story of the dynamic interplay between knowledge and innovation with an eye to developing tools and frameworks for managing knowledge for social and economic benefit.

Knowledge Management Innovation of the USCG Counternarcotics Deployment Process

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Knowledge Management Innovation of the USCG Counternarcotics Deployment Process

Manufacturer: Storming Media
ProductGroup: Book
Binding: Spiral-bound
ASIN: 1423534166

Product Description

This is a NAVAL POSTGRADUATE SCHOOL MONTEREY CA report procured by the Pentagon and made available for public release. It has been reproduced in the best form available to the Pentagon. It is not spiral-bound, but rather assembled with Velobinding in a soft, white linen cover. The Storming Media report number is A627383. The abstract provided by the Pentagon follows: The major contribution this thesis provides is the application of a "break through" knowledge management system design methodology to a knowledge intensive military work process. Specifically, the methodology was used to develop a knowledge management system (KMS) for the United States Coast Guard (USCG) Pacific Area Tactical Law Enforcement Team (PACAREA TACLET). The focus was on applying knowledge management innovation using the above mentioned methodology to the Law Enforcement Detachment (LEDET) Counternarcotic (CN) deployment Process, which depends on the combined experience and expertise of all members of the detachment in order for the process to be completed successfully. This thesis provides evidence that this methodology, which was developed by Nissen, Sengupta, and Kamel, is robust enough to be used in civilian knowledge work processes, as well as military environments. - The knowledge management system design process used acknowledges that the knowledge transfer required for the primary process to succeed is dependent upon other processes that do not directly relate to it. These processes are referred to as vertical-flow processes. Knowledge management innovation of the CN Deployment process is focused on the vertical-flow processes because the knowledge required for a LEDET to meet the horizontal process goal is dependent on the efficiency of the identified vertical-flow processes First, an analysis of the horizontal process is conducted. Next, a knowledge analysis is performed, resulting in identifying the horizontal process goal and critical success factors.

Knowledge Reuse and Agile Processes: Catalysts for Innovation

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Knowledge Reuse and Agile Processes: Catalysts for Innovation
Amit Mitra , and Amar Gupta
Manufacturer: Information Science Reference
ProductGroup: Book
Binding: Hardcover

MIS | Industries & Professions | Business & Investing | Subjects | Books
ASIN: 159904921X

Rethinking Knowledge Management: From Knowledge Objects to Knowledge Processes (Information Science and Knowledge Management)

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Rethinking Knowledge Management: From Knowledge Objects to Knowledge Processes (Information Science and Knowledge Management)

Manufacturer: Springer
ProductGroup: Book
Binding: Hardcover

General | Organizational Behavior | Business & Investing | Subjects | Books

Organizational Learning | Organizational Behavior | Business & Investing | Subjects | Books

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MIS | Industries & Professions | Business & Investing | Subjects | Books

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ASIN: 3540710108

Book Description

Rethinking Knowledge Management: From Knowledge Objects to Knowledge Processes readdresses fundamental issues in knowledge management, leading to a new area of study: knowledge processes. These integrate research across a variety of fields, thus reasserting the fundamental insights of knowledge management in organizations and societies. Knowledge processes go far beyond traditional information acquisition and processing by stressing the importance and creative potential of human expression, communication, and learning for successful economic planning and meaningful personal and social existence.

McInerney’s and Day’s superb authors from various disciplines offer new and exciting views on knowledge acquisition, generation, sharing and management in a post-industrial environment. Their contributions discuss problems of knowledge acquisition, handling, and learning from a variety of perspectives. Rather than the traditional notion of stores of knowledge that we hold in our mind, the view presented in this book is that of a constantly changing notion of what we know, of feelings related to that knowledge, and of a more holistic understanding of the act of knowing.

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Humor and Help

Another worthless book

Funny and Mostly True

"Great advice".....says a guy

Funny!

How to Succeed in Business Without a Penis: Secrets and Strategies for the Working Woman
Karen Salmansohn
Manufacturer: Authors Choice Press
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Binding: Paperback

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Amazon.com

The provocative title is just the beginning. Wait till you see what's inside... Written by former advertising executive and self-confessed workaholic Karen Salmansohn, this is not your mother's advice book. Nope, no warm and maternal platitudes here. Salmansohn has written a devilishly funny and utterly bawdy book that also happens to be intelligent and insightful. Salmansohn takes gender roles, chews them up, spits them out and tells working women how to get out there in the world and get what they deserve.

Book Description

When How to Succeed in Business Without a Penis was released, it became an instant best-seller for a huge reason: it revealed insightful differing business styles men and women practice-and actionable techniques each can learn from the other.

Sun Tzu in The Art of War says: ".in the wise leader's plans, considerations of advantage and of disadvantage will be blended together."

Salmansohn blends.

First, she exposes ten male advantages (some to be learned, some to be spurned). Next, she reveals advantages and disadvantages of female attributes.

And Salmansohn offers her actionable advice with her trademark irreverent humor-a humor which John Stewart has gone on record as appreciating, saying, "Salmansohn has the soul of a stand-up comic."

Salmansohn also teaches how to find "Career Waldos" (hidden career goals) and keep them firm with exercises to develop "wills of steel," the most crucial muscles for climbing to the top of the corporate ladder.

Since this best-selling release, Salmansohn has penned over 20 more books including How to be Happy, Dammit, and Ballsy.

Visit her at www.notsalmon.com

Customer Reviews:

Humor and Help.......2003-01-21

Interesting book -- contains both humor and help. What convinced me to buy and read it ? Why, the negative comments from Patriarchs !! Sexism is alive (sometimes seems to thrive) in the USA today. If some men are threatened by this book, maybe that it is a good sign. Salmansohn is a fun and interesting author, as seen again and again in her books. I also like her newest, 'How To Change Your Entire Life By Doing Absolutely Nothing' -- which is another good blend of humor and help.

Another worthless book.......2002-04-30

Yet another worthless book from Karen. This author loves to take any opportunity to attack anything thats symbolically male,including in this case,the world of business which was created by men.Men should not feel guilty or apologize for that fact either,nor should they be sympathetic of the "female struggle" in business or any other domain of men.Its important to note also that men created the free-enterprise system and all business schools,as well as higher-education in general.

Funny and Mostly True.......2001-12-28

This was the first book I've read of Karen Salmansohn's, and I enjoyed it. Karen comments on the business world and gives advice, and then always gives the flipside to that advice. It's mostly just humor, but there are some truths contained therein. Though the author is evidently a very successful businesswoman, I would buy this more for its humor than as direction for women in the workplace due to some of the questionable advice she gives (such as women might do well to dress sexy and use their sexuality at work...I'm not sure I concur that that is a way for women to climb the ladder nor that it helps women to be respected in the workplace). An enjoyable read that will elicit lots of chuckles.

"Great advice".....says a guy.......2000-09-09

While I have little experience in the realm of women's
career/self-help/humor, I thought this book was fantastic. It's seems
to cover in a comprehensive fashion every women-in-the-workplace
dilemma I have ever heard about. In a strange way, it starts with the
most existential question first: "What do I really really want in a
career." It then works back from there to the gimmes like "is it
OK for me to flirt in the workplace?" (unequivocally yes, if only
to even things out a little bit). The book is brutally honest about
practical tactics for dealing with office issues.

Funny!.......2000-07-07

Funny and the merit of truth. Great book for women looking for confidence in business endeavors.

How to Succeed in Business Without a Penis: Secrets and Strategies for the Working Woman

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How to Succeed in Business Without a Penis: Secrets and Strategies for the Working Woman
Karen Salamnsohn
Manufacturer: Three Rivers Press (CA)
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ASIN: 0609500678

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