Ann Noles

1
Where Communities of Practice and Communities of
Purpose Intersect

• Ann Noles
• Knowledge Champion

2
Whats on the agenda?

• Who is Capital One?
• Our operating interpretation of KM
• How we started grassroots
• Best Practices but are they for you?
• Lessons Learned
• Additional Resources

3
Fortune names Capital One 100 Best Places to
Work in the US Three Years Running
4
The Capital One Culture is...
Entrepreneurial
Innovative
5
A combination of culture, process and
technology that optimizes the organizations
ability to explore, learn, create and share
knowledge.
6
Grass roots efforts will prove the concepts
Information Based Strategy in action
7
Best Practices ?

• Always begin with Communities of Practice
• You cant measure KM
• KM should not be led from IT

8
Type of Community
9
Operational Project Managers

• 40 project managers who support call center
  operations
• Tasked with helping to make analysts ideas into
  workable solutions
• Rewarded for results and speed

10
Assessment-Project Managers
Solving the same problems over and over
Little Documentation
Difficult to assimilate new people into the group
11
Rewards system

• Speed
• Number of projects they can move forward
• Meet marketings timeline

12
Diagram
Communities of Practice / Communities of
Purpose.
Sharing
Sharing
13
Advantages to approach

• New rewards consistent with culture
• Begin building a repository
• Learn collaborative practices
• Has support of management
• Proof of concept of project collaboration tools

14
KM should not be led from IT
Whoever has the passion should lead!

• HR
• Metrics
• IT
• Financial
• Educational

15
You cant measure KM

• About 70 analysts
• Geographically dispersed
• Doing the same types of work supporting different
  lines of the business.
• Objective
• Elicit the level of sharing that is occurring
  within the community
• Results evaluated relative to
• Length of time with the company
• Manager vs non-manager behavior
• Business group supported
• Location

16
How often have you received questions from other
teams?
17
Analyst Community
18
Lessons Learned

• Grass roots works to a point
• Stay aligned with the business goals
• Champions should self select
• Time is our biggest hurdle
• Build partnerships across the organization
• Focus on what is rewarded in your culture

There are no cookbook solutions. Evaluate
everything you hear against your own culture
19
Align with the Business
20
Additional Resources

• Strategy KM Review Chuck Seeley Intel
• Working Knowledge Prusak and Davenport
• Common Knowledge Nancy Dixon
• Web Sites
• www.brint.com
• www.kmmag.com
• www.kmworld.com

21
QUESTIONS ?
Ann Noles ann.noles_at_capitalone.com
Thank You