Rapid knowledge transfer among workers

• US 20050027696A1
• Filed: 07/29/2003
• Published: 02/03/2005
• Est. Priority Date: 07/29/2003
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Nebolsky, Charles, Swaminathan, Kishore
• Granted Patent: US 7,321,886 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A system and method enable rapid knowledge transfer, for example between a plurality of experts and a plurality of apprentices located remotely from the experts. The system makes use of unique tools to facilitate transfer of knowledge and collaboration between individuals, even among remotely located individuals. An input to the system is a Knowledge Transfer Plan which has been designed to orchestrate the knowledge transfer. The knowledge transfer system integrates a shared repository and collaboration tools for use by the expert and apprentice. The collaboration tools may be accessed through role-specific portals which are automatically created from the Knowledge Transfer Plan. In one embodiment, the system is configured with a World Wide Web-based interface and an integrated suite of tools to support knowledge transfer activities on a global basis to facilitate knowledge transfer among workers engaged in an outsourcing business process.

Claims

1. A knowledge transfer system for transferring knowledge from expert workers at a client location to apprentice workers at an outsourcing location, the knowledge transfer system comprising:

a memory system configured to store a Knowledge Transfer Plan that defines knowledge and tasks that need to be transferred from the expert workers to the apprentice workers;

program code and associated data defining role-specific portals for individual expert workers and apprentice workers, the program code configured to access the memory system for storage and retrieval of data associated with the role-specific portals;

program code defining one or more collaboration systems for two-way communication between individual expert workers and individual apprentice workers;

a multi-media knowledge repository configured to store work objects created by the expert workers and the apprentice workers during the knowledge transfer process;

portal page creation code responsive to predetermined Knowledge Transfer Plan data for configuring the program code and the associated data defining role-specific portals; and

monitoring and tracking code which monitors progress of individual apprentice workers in fulfilling assigned tasks.

2. The knowledge transfer system of claim 1 further comprising a memory configured to store Knowledge Transfer Plan data defining respective individual expert workers and respective apprentice workers and knowledge and tasks to be transferred from the respective individual expert workers to respective apprentice workers by specific dates.

3. The knowledge transfer system of claim 2 wherein the portal page creation code comprises:

first code configured to retrieve Knowledge Transfer Plan data from the memory;

second code configured to create, based on the retrieved Knowledge Transfer Plan data, one or more user web pages defined with controlled access by the respective individual expert workers and the respective apprentice workers; and

third code configured to create, based on the retrieved Knowledge Transfer Plan data, one or more application home pages for respective applications, the one or more application home pages defined with controlled access by specific users involved in the transfer of knowledge about that application.

4. The knowledge transfer system of claim 3 wherein the one or more collaboration systems comprise collaboration tools accessible by individual expert workers and apprentice workers capturing the knowledge transfer information associated with the transfer of knowledge from the individual expert workers to the apprentice workers.

5. The knowledge transfer system of claim 4 wherein the collaboration tools comprise at least one of:

a text editing routine for creating discussion threads;

an instant messaging routine,

an electronic mail routine,

an audio/video data handling routine, and

a desktop sharing and capture routine.

6. The knowledge transfer system of claim 5 further comprising a task completion routine configured to provide to individual apprentice workers instructions for completion of knowledge transfer task associated with the individual apprentice worker by the program code and associated data defining a role-specific portal for the individual apprentice worker.

7. The knowledge transfer system of claim 4 wherein the memory system, the one or more user web pages, the one or more application home pages and the collaboration tools are accessible using Internet communication protocols.

8. The knowledge transfer system of claim 1 wherein the program code defining one or more collaboration systems comprises document collaboration code for sharing defined documents among the individual expert workers and individual apprentice workers.

9. The knowledge transfer system of claim 1 wherein the program code defining one or more collaboration systems comprises multimedia collaboration code for sharing defined multimedia files among the individual expert workers and individual apprentice workers.

10. A method for transferring job-related knowledge from a plurality of experts to a plurality of apprentices who are located remotely from the experts, the method comprising:

presenting to a transition administrator one or more on-line forms arranged to receive information about applications to be transferred, the experts and the apprentices;

storing in a memory system data entered by the transition administrator using the one or more on-line forms as a Knowledge Transfer Plan;

based on the stored Knowledge Transfer Plan data, creating application home pages for the applications to be transferred and individual user home pages for respective experts and respective apprentices, each of the application home pages and the individual user home pages being accessible through a web browser operating on a computing device; and

based on the stored knowledge transfer information data and on the ongoing knowledge transfer tasks performed by the respective experts and respective apprentices, generating status information about the transfer of job-related knowledge for monitoring the transfer of job-related knowledge.

11. The method of claim 10 wherein presenting the one or more on-line forms comprises:

opening a Knowledge Transfer Plan Wizard web page on a web browser of the transition administrator, the wizard web page including prompts and data entry fields;

in response to data received at the wizard web page, opening subsequent wizard pages on the web browser;

on the subsequent wizard pages, providing prompts specific to one of an application and a user defined by the data received at the wizard web page; and

storing in the memory system application data and user data based on information received at the subsequent wizard pages.

12. The method of claim 10 wherein creating application home pages comprises:

creating a new home page for each application to be transferred;

defining secure access rights to the new home page for associated users based on the knowledge transfer information;

defining links to task pages, document pages and discussion thread pages associated with the application based on the knowledge transfer information; and

providing a link to a Task Completion Wizard page for completing tasks associated with the application based on the knowledge transfer information.

13. The method of claim 10 wherein creating individual user home pages comprises:

creating a new home page for a user;

defining secure access rights to the new home page for the user and associated users based on the Knowledge Transfer Plan;

defining links to application home pages, document pages and discussion thread pages associated with the individual user based on the Knowledge Transfer Plan;

providing a link to a Task Completion Wizard page for completing tasks associated with the individual user based on the Knowledge Transfer Plan.

14. A method for transferring knowledge among workers, the method comprising:

developing a Knowledge Transfer Plan;

based at least in part on the Knowledge Transfer Plan, creating role-specific portals for the workers;

storing in a repository accessible through the role-specific portals data defining knowledge transfer information; and

storing in the repository data related to tracking and monitoring the progress of the knowledge transfer among workers

15. The method of claim 14 wherein developing the Knowledge Transfer Plan comprises knowledge a respective transfer role of respective workers.

16. The method of claim 14 wherein storing data comprises storing project documentation.

17. The method of claim 14 wherein storing data comprises storing work objects created during knowledge transfer.

18. The method of claim 14 wherein storing data comprises storing multi-media data.

19. The method of claim 14 further comprising:

storing information about completion of knowledge transfer

20. The method of claim 19 further comprising:

comparing the stored information with the Knowledge Transfer Plan.

21. The method of claim 14 further comprising:

based on the comparison, providing a real-time output report.

22. A knowledge transfer method comprising:

storing information related to one or more role specific functions;

receiving information related to a role specific function;

evaluating along a continuum from no knowledge transfer to a substantially complete knowledge transfer for each role specific function; and

providing a substantially real-time humanly readable output of the evaluation.

23. A system for transfer of procedure know-how, the system comprising:

a processor configured to present a query to a know-how expert, the query including questions associated with one or more defined roles for the procedure; and

a memory configured to store the answers to the query,

wherein the processor is configured to create role-specific portals, each role-specific portal associated with one or more defined roles, based on the answers to the query.

24. The system of claim 23 further comprising a communications link to the processor, the communications link providing for remote access to the role-specific portals.

25. The system of claim 24 where the communications link provides communication access to the Internet.

26. The system of claim 23 where the role-specific portal comprises an asynchronous communications link between a role mentor and at least one corresponding role apprentice, the communications link providing communications tools to the role mentor and the role apprentice.

27. The system of claim 26 further comprising a know-how transfer assessment tool, the assessment tool providing a measure for the transfer of know-how from a mentor to a corresponding apprentice.

28. The system of claim 27 wherein the know-how transfer assessment tool includes a measure for the transfer of know-how from one or more mentors to one of more role apprentices.

29. The system of claim 26 where the role-specific portal comprises at least one of:

an instant messenger service,

a bulletin board,

an event planner,

an electronic mail application, and

a screen capture application.