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e-solutions
Knowledge Management at JMMB
Sheldon Powe, Chief Information Officer, JMMB Ltd.
May 21, 2009
A Good Place to Start…Do an Inventory
• Perform an inventory of Knowledge
• Knowledge Capture source – In Branch, telephone, website,
departments, application logs, processes etc
• Description – Data dictionary, written policies & procedures
• Where is it located ..Server / Directory / File
• Data & knowledge owners –who can change it , who needs it
• Type of Back up required
In Branch
Online
Client Care Centre
Video Surveillance
Standard for Data Capture
• Set Standards for data capture for entities such as
customer , products and service
• What data should be collected e.g.
• Data required for marketing / cross selling
• Data required for regulatory reporting
• Data required for financial reporting
• Fields should be mandatory
• Make use of look up tables for referential integrity
• Make use of customizable fields for gathering relevant information
JMMB’s INTRANET
Powerful Search Capabilities
Search for Employees
Search
Searchfor
forApplications
Documents
Training at JMMB
Training:
Client Care Policy, Security, Bond, etc.
Productive Team Member
On Demand Training
On demand video training and tutorials offered by software vendors
Online Assessment / Test
Document Libraries…for each department
Team members and the Company’s
Security Policy
40 page
Computer
Usage Policy
All employees
must be
aware of
Use the
opportunity to
highlight salient
points of the
Security Policy as
a part of the
computer boot /
start up process
Electronic Survey
• Quick to publish
• High response
rate
• Targets set
• Automatic tabling
of results
• Issues identified
timely
Change Management
Foot Print
manages
• change request
workflow,
• Incident / trouble
ticket management
• Automated
computer
inventory
management
• Stores change
request
documentation
•Knowledge
database
Project Management Repository
Completed projects
or WIP are kept
in a central
location with a
standard folder
naming conventions
Workflow management for Document
creation and approval
Manage multiple author contributions, review’s, comments,
feedback, Approval process & Version management
Appropriate Infrastructure Documentation
In the past logical network diagrams used
Industry standard Symbols to represent devices
Where possible use
actual model depictions for the device
a much better representation of the physical
world
Infrastructure Performance Management
“Idera”/“What’s up Gold”
used for monitoring
network/application,
current and historical
performance
• Automate the sending of alerts
• Assist in capacity planning
• Identifying bottle necks
• Service Level Agreement Reporting
Symsure Data Compliance Software
At JMMB we process
over 100,000
transactions monthly
Our compliance department is
on top of detecting suspicious
transactions by using a
Compliance Software
Symsure monitors our transaction data,
and send suspicious transaction reports
To our compliance department
Video Conferencing for Team Meetings
MIS / Performance Management
Business Objects
for performance
management for
delivery channels,
products and
services
dedicated
MIS team
Poorly Organised Meetings are costly
4 Managers US $100 per hour
+ 1 Consultant US $200 per hour
= Meeting cost US600 per hour
• Clear purpose
• Inputs / Reports needed • Participants Roll
• Output Expected • Duration
• Frequency
Essential Take Away
1.
Knowledge Management Inventory
2.
Set standards for data collection (customer , product, etc)
3.
Organized knowledge digital location (eg. Standard folders naming
conventions)
4.
Establish document standards and template
5.
Develop relevant policies and procedures
6.
Consider implementing an Intranet
7.
Invest in online training and assessment
8.
Consider software for compliance and performance management
9.
Consider setting up a Data Warehouse
10.
Have productive meetings
Thank You
e-solutions
Knowledge Management at JMMB
Sheldon Powe, Chief Information Officer, JMMB Ltd.
May 21, 2009