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Developing a Knowledge Company. . And some other stuff Gurteen Knowledge Café – March Developing a Knowledge Company. . And some other stuff Gurteen Knowledge Café – March 2009

Outline • CFS and LMI Group as examples • IT vs KM – Agile Outline • CFS and LMI Group as examples • IT vs KM – Agile IT assisting KM • Leverage • Big Challenges Ahead

Agile IT • Scope Document – 1 page • Highly Qualified people, small team, Agile IT • Scope Document – 1 page • Highly Qualified people, small team, prototypes, versions (small chunks), high productivity tool set • Total integration with all stakeholders • Help File, Test Plan – as built “The system is delivered, tested, used, modified and generating gains in the time normally taken to write a detailed specification”

CFS • Building Projects. • Other Projects. Section Leader level. • Sub Contracted Construction CFS • Building Projects. • Other Projects. Section Leader level. • Sub Contracted Construction Management • “Wide Application” MSAccess. • 3 Key “Knowledge Areas” – Earned Value (all info on these slides is fake) – Tasks – Meetings

CFS – Earned Value CFS – Earned Value

CFS – Earned Value CFS – Earned Value

CFS - Tasks Hundreds of Tasks No Action on many of them VPN – CFS - Tasks Hundreds of Tasks No Action on many of them VPN – Portal to integrated task list - Contractors

CFS - Meetings are now a “controlled substance” Integrated into Task List Bullet Point CFS - Meetings are now a “controlled substance” Integrated into Task List Bullet Point History – conforming to proposed new standard

LMI Group • • • Company Transformation KM/IT at the leading edge Industry Leverage LMI Group • • • Company Transformation KM/IT at the leading edge Industry Leverage Knowledge is sold Major KM issues ahead

LMI Group LMI Group

Insurance • Loss Adjuster – acts for Insurance Company to assess payout • Claims Insurance • Loss Adjuster – acts for Insurance Company to assess payout • Claims Preparer – acts for client, appointed by broker, prepares claim. Fee covered in most policies • Claims Manager – acts as Insurance Manager for a client • Cluster Group – buying group of brokers

LMI • 1999 – Longford Gas explosion. Loss Adjusting and Claims Preparation of downstream LMI • 1999 – Longford Gas explosion. Loss Adjusting and Claims Preparation of downstream effect. • 2003 – about 10 people. Commercial Insurance. FSR. • Policycomparison. – Agile Development 90 + 90 – Immediate take-up by Cluster Groups • “A Broker’s strength is in their Knowledge, not their size”

“Continuum of Knowledge” “Continuum of Knowledge”

LMI – Points to Consider LMI – Points to Consider

LMI - Leverage LMI - Leverage

LMI - Other • Continuity. Coach – for Business Continuity for SME, – “It LMI - Other • Continuity. Coach – for Business Continuity for SME, – “It Will Never Happen to Me” • BICalculator – – Calculating the cover you need for Business Interruption, – “Guide to Business Interruption” – now in 5 th Edition • Training – Allan Manning Seminars and Training – approx 120 days pa • “Knowledge” > 50% of sales. 50 employees

Policycoach • 2005 version, 2009 redevelopment • Builds policies based on a Needs Analysis Policycoach • 2005 version, 2009 redevelopment • Builds policies based on a Needs Analysis • ISR – “manuscripted” policy, hundreds of endorsements – mutually exclusive, dependant, alternatives. • Marine and other policies are similar.

Continuum of Knowledge Continuum of Knowledge

Continuum of Knowledge Continuum of Knowledge

Allan Manning’s 3 Volume “Guide to the ISR” Allan Manning’s 3 Volume “Guide to the ISR”

Federated Search - 2003 Federated Search - 2003

Narrative Narrative

The force of the explosion was so great, not a single pane of glass The force of the explosion was so great, not a single pane of glass in the house remained intact.

Leverage • ISR expertise • Knowledge Dominance Policy Drafting Barrier to entry, Co-operative Deals Leverage • ISR expertise • Knowledge Dominance Policy Drafting Barrier to entry, Co-operative Deals

LMI - 2009 “The Dream Becomes Reality” LMI - 2009 “The Dream Becomes Reality”

Printing Industry Risk. Coach 75 Industries – up to full 16, 500 ANZSIC list Printing Industry Risk. Coach 75 Industries – up to full 16, 500 ANZSIC list Short Courses

Riskcoach – KM Challenges • Inconsistency – Professional Indemnity at risk – Loss of Riskcoach – KM Challenges • Inconsistency – Professional Indemnity at risk – Loss of confidence • Change of context – By us, or by the user – Boundary conditions • Incomplete - Unknown “unknowns” – Professional Indemnity at risk – Loss of confidence • Temporal – Claims are historic – Court Cases are even more so – Policy Library shows the need to keep historical stuff “I have not solved them yet” My “view” is 2 years ahead

Claims Coach • Leverage. • Appointed as Nominated Claims Preparers • Appointed as Nominated Claims Coach • Leverage. • Appointed as Nominated Claims Preparers • Appointed as Nominated Claims Managers • Multi- Relationships to be Managed • Industry Shortage of Staff • Cobbler’s Shoes. A bit like CFS Building Projects. • Will deliver and Internal System by May 2009

Claims Coach – KM Challenges • • • Peer Assist Lessons Learned Expertise Register Claims Coach – KM Challenges • • • Peer Assist Lessons Learned Expertise Register Staff Training CMM – “Managed and Repeatable Process”

Summary • It may or may not be KM but… – It works – Summary • It may or may not be KM but… – It works – It has paid back in all ways – It has been leveraged (well) – With the “teams and tools for knowledge” – it is repeatable.