Thomas Rickert - Back on the road or still in the garage? – A Case Study on collaborative work in car repairs at SKODA Germany

Back on the road or still in the garage? A Case Study on collaborative work in car repairs at SKODA Germany

>> Case Study

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3

Agenda

1. Enterprise 2.0 as second chance for KM?

2. Information architecture

3. Use case at our customer Skoda

Social / E2.0 – many interpretations

source: wordle.net

>>

5

Enterprise 2.0 as second chance for KM?

Knowledge Management

Creation of

knowledge pools

Enterprise 2.0

Knowledge sharing

Access to knowledge

and experts

Recognition of existing

knowledge as an

imporant ressource

Efficient focussed enter-prise

communication & reduced

info overload

Efficient knowledge transfer

Participation of employees &

open enterprise communication

Creation of expert networks

Increased awareness &

transparency

Higher innovation capability &

future readiness

earlier later

later

later

Source: Michael Koch, Alexander Richter, Alexander Stocker

Comparison of earlier and later knowledge management goals

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6

Reconsidering computer supported work (4C model)

Strengths of IBM

Connections

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7

Combination or the use of Enterprise 2.0 in

organizations

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8

Identify different types of use cases

Message

Looking for a hint

Develop an idea

Rate an idea

Assign a proposal

for an event

Discuss an idea

Notify about a task

Point to an idea

Document

Browse for

„ProjectPlan.doc“

Edit a document

Rate a picture

Assign document

to project

Discuss content of

a document

Forward a

document

Send a link to a

document

Person

Search a subject

matter expert

Add background

info to your profile

Project team

review

Tag person as an

expert

Add a comment to

John Doe

Introduce a new

colleague

Send a link to the

profile of an expert

Search

Share

Point

Edit

Evaluate

Mark

Clarify

@SOCCNX

ACTIVITY - STREAM

Ab

c

.ppt

.xls

WIKI FORUM

IDEATION

BLOG

ACTIVITIES FILES

BLOG

>> Establish an information architecture with IBM

Connections

Top-Down & Bottom-Up

- Formal

- Structured

- Planned

TOP-DOWN APPROACH

10

- Informal

- Unstructured

- Spontaneous

BOTTOM UP APPROACH

>> Information Architecture details

Top-Down & Bottom-Up

- Formal

- Structured

- Planned

TOP-DOWN APPROACH

11

- Informal

- Unstructured

- Spontaneous

BOTTOM UP APPROACH

ENTRY COMMUNITY

CORPORATE #1 CORPORATE #n

WORKSPACE WORKSPACE WORKSPACE

EXPERTS

EXPERTS AD-HOC

ME ME ME ME ME ME ME

INTEREST

INTEREST

INTEREST

AD-HOC

SU

PP

OR

T

INF

O M

GM

T

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Our Customer Škoda Auto Deutschland GmbH Technical Services dept.

… warranty & mobility

… fair dealing

… defect in paint work

… audits

Technical requests

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• Many companies often call the special know-how of the employees as one of the

major reasons for their long-term success. That applies also to ŠKODA AUTO

Deutschland GmbH, the official importer of Czech ŠKODA AUTO a.s., Mladá

Boleslav, one of the oldest car manufacturers in the world. Cars are manufactured

since 1905, initially under the name L&K. Since 1929 all produced vehicles bear the

today known company name and since 1991 the enterprise belongs to the VW

Group.

• Then as now the internal knowledge is an important factor for the existence and

development of the company. To preserve this know-how the ŠKODA AUTO

Deutschland GmbH started an optimization of internal communication in corporation

with FRITZ & MACZIOL. Target was the bundling of existing information and the

implementation of a comprehensive and sustainable knowledge management.

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A case study to collaborative work in car repair at

SKODA Auto Deutschland GmbH

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• The project was an internal consideration of the general communication culture and

of all related internal processes. During the assessment of the status quo, numerous

opportunities for optimization in several departments has been identified.

• This was mainly the case for all departments which are direct in contact with

customers and the approximately 1,500 affiliated dealers, e.g. first-level support,

technical service center, warranty department as well as the team who is responsible

for audit and damages to the paintwork. These departments hadn’t access to a

shared knowledge base so far and didn’t make use of FAQ for the quick search of

answers to previously asked questions.

• In addition to that, a systematic backup or an exchange of know-how among

employees didn’t exist so far, information is stored only on drives of the respective

personal computer. For example, if an employee left the company, his expertise was

permanently lost and accordingly training for new colleagues was complex.

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Identifying the project

Challenges of our customer

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Demographical change

Highly qualified employees

with longterm experience

Increasing number of requests

due to increasing market share and

technical complexity

Partners and business demand

for shorter reaction and solution

time for requests

Detached from core processes

No consistent search function

Department solutions (islands)

for knowledge management

No systematic and consistent

knowledge storage

Long ways of communication

between departments

Looking into the request process

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Technische Anfrage (nicht ODIS)

Dis

sW

isse

nsr

esso

urc

e

First Level SupportServicepartner usw. Technisches Service Center ServicepartnerServicepartner

Anfrage an ST stellen

Anfrage prüfen & vervollständigen

Anfrage bearbeiten

Lösung prüfenAnfrage

schließen

· Ticket/Anfrage erzeugen

Erze

uge

nK

on

sum

iere

nEr

zeu

gen

Ko

nsu

mie

ren

ElsaPro· TPIs· RLF (ElsaPro)· Handbuch Service Technik (HST)· Arbeitspositionskatalog· Feedback-MonitorHändler Portal

· Anfrage wird semantisch und syntaktisch geprüft

· ggfs. Korrektur einfordern

· Weiterleitung an zuständige Person anhand Baugruppe (Kürzelvergabe)

· Erstellung & Kommunikation des Lösungsvorschlags an SP

· Lesen der geprüften Anfrage · Überprüfung des Lösungsvorschlags

· Bestätigung der Lösung bzw. Schließung des Tickets · Keine funktionierende Lösung, Weiterleitung an

Kompetenzcenter

· Ggfs. Alternative Lösung einfordern

ElsaProHändler Portal

ElsaProHändler Portal

HST2

Noticeable problems • No recognition of reoccuring cases – meaning

„double work“

• No standardized process for replying to requests

• 1st and 2nd level support are always involved in a

request

• 1st level only does a plausibility check

• There is no documentation of knowledge (creation)

outside DISS

• There is no way (i.e. platform) for knowledge

exchange between 1st and 2nd level support

• Service partners are only informed via TPIs (and

ElsaPro). There is no knowledge transfer of known

cases (not TPIs) to the service partners

Improving the process

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Similar issues

have

similar solutions

research

creation

Requirements for a knowledge management database

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Operations department

Search for cases

Give feedback

Incorrect cases

Editorial department

Create

Modify

Delete

Approve

Search

Knowledge

Management

Database

Creation of cases

· Intuitive user interface for creating cases

· Fixed structure for management of cases

· Auto-completion for fields

· Semantic check

· Spell check and grammar check

· Automatic versioning of old cases

· Basic review / approval workflow

Search for cases

· Search for similiarities

· Usage of meta data in search

· Security model

· Modification of search interface

· Search for synonyms, technically-related words (vocabulary,

ontology)

Feedback function

· Rating function for quality of solutions

· Statistics for analyzing cases

WIKI

FORUM

IDEATION

BLOG

ACTIVITIES FILES

BLOG

Operativer Bereich

Redaktioneller Bereich

Search for cases

Feedback option

Wrong cases

Create

Modify

Delete

Approve

Search

Core business process delivers knowledge!

Architectural overview

20

Social Software

WIKI

Search

Create

Search

Engine

CMS

Structured creation

Editorial process

Similarities

Feedback functions

Knowledge maps Functional checks

Vocabulary, ortography

Automatic Metadata

Auto-completion

Full tagging

Grammatical check

Functional check

Collaboration

adopted

optimized

consolidated

improved

Full case description

All versions

All modifications

Transparency

Research

Explicit knowhow

Search interface

21

Social Software

WIKI

Search

Create

Search

Engine

CMS

Full case description

All versions

All modifications

Transparency

Research

Explicit knowhow

Search

1st Level Support: Search and Find

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Request:

Battery light is flashing even

though the battery is full.

Display for battery load status

Problem:

Battery light is flashing voluntary

Display for battery load status >

Functionality >

Activated unwarranted

Detection

of

similarity

Derive

solution

Possible solution:

- Check wiring harness

- Repair cable

Feedback, if solution is correct

Solution:

Wiring harness abrased at the

retainer for air filter (besides MSG)

Cable will be repaired and

protected against recurrence of

abraise

Increase global similarity

matter

Global similarity matter =

Average local similarity of all meta

data

Creation of cases

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Social Software

WIKI

Search

Create

Search

Engine

CMS

Full case description

All versions

All modifications

Transparency

Research

Explicit knowhow

Create

Solution:

Solution description

Comments

Discussion

2nd Level Support: Creation of new cases

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Problem:

Customer description

Customer coding

Garage coding

Activities/work executed

Wik

i

Problem description consists of

meta data:

Structured information

Non-structured information

Solution description consists of

text that can be modified / entered

by all users

Solution can be rated by all

users

Comments can be added to the

solution

Discussions can be started

relating to a case

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Details on the implementation

Environment

• IBM Connections

• MSSQL, CMS (FirstSpirit)

• Search engine (IntraFind)

Activities

• Analysis

• Architecture design

• Concept

• Implementation

• Development

UI

Techn. Interfaces / adapter

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CMS details

>>

27

Search and Connections

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• The project has been run through a proof of concept phase (until May 2013).

• Skoda has decided to continue with the solution

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Status and next steps

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Thank you / Vie len Dank

Merc i / Graz ie