Knowledge Management at

ABB

Introduction

• ABB is a global leader in power and automation technologies that enable utility and industry customers to improve their performance while lowering environmental impact.

History• Formed – 1988

• Swiss BBC brown boveri merged under the name of ABB

• Asea’s history dates back to 1883

• BBC Brown Boweri was founded in 1891

• 120 years of technological leadership • operate - 100 countries

• Employee – 135000

• HQ - Zurich

Products• Power Products are the key components to transmit and distribute

electricity. The division incorporates ABB's manufacturing network for transformers, switchgear, circuit breakers, cables and associated equipment.

• Power Systems offers turnkey systems and services for power transmission and distribution grids, and for power plants.

• This division provides products, solutions and related services that increase industrial productivity and energy efficiency.

• The Low Voltage Products division manufactures low-voltage circuit breakers, switches, control products, wiring accessories, enclosures and cable systems to protect people, installations and electronic equipment from electrical overload.

• The main focus of this ABB business is to provide customers with products and solutions for instrumentation, automation and optimization of industrial processes. a

ABB technologies that changed the world

ABB has a long history and a rich heritage of technology innovation.

• HVDC• Variable speed drives • Industrial robots• Substations• Extended automation • Marine propulsion Part• FACTS Part • Network management • Crane systems • Transformers

Mission 2011 • Improve performance: ABB helps customers improve their

operating performance, grid reliability and productivity whilst saving energy and lowering environmental impact.

• Drive innovation: Innovation and quality are key characteristics of our product, systems and service offering.

• Attract talent: ABB is committed to attracting and retaining

dedicated and skilled people and offering employees an attractive, global work environment.

• Act responsibly: Sustainability, lowering environmental impact and business ethics are at the core of our market offering and our own operations.

Vision 2011

• As one of the world’s leading engineering companies, we help our customers to use electrical power efficiently, to increase industrial productivity and to lower environmental impact in a sustainable way. Power and productivity for a better world

Business principles

• To build value, performance and leadership into ABB, responsibility, respect and determination are key .

• The key to success lies in how well all of us understand and apply the business principles – demonstrating personal, professional and corporate responsibility, showing respect for the views and needs of others and applying our shared determination to win.

Achievements • ABB commissions the longest (580 km) and most

powerful submarine cable link in the world, based on HVDC technology, with a transmission capacity of 700 megawatts, interconnecting Norway and the Netherlands.

• ABB's System 800xA achieves SIL3 certification, the highest level of safety accreditation typically found in the process industry.

Milestones

• ABB launched a series of sustainability objectives covering the next two years, designed to strengthen the company’s environmental, health and safety, social, human rights and security performance; further specialized training in health and safety was rolled out for the substations and the transformer businesses.

Sustainability Objectives 2010-2011 • All sites to reduce use of energy by 2.5%

annually .• Extend social, environmental, human rights,

and health, safety and security risk assessment in merger and acquisition processes.

• Monitor and reduce environmental impact from business air travel.

• Ensure that environmental and health and safety aspects are considered in product development.

IBM Lotus SametimeDeveloper(s): IBM

Operating system: Cross-platform

Type : Instant messaging, web conferencing, unified communications

Website : ibm.com/sametime

• IBM Lotus Sametime is a client–server application and middleware platform that provides real-time, unified communications and collaboration for enterprises. Those capabilities include presence information, enterprise instant messaging, web conferencing, community collaboration, and telephony capabilities and integration. It is sold by the Lotus Software division of IBM.

• Features

Lotus Sametime Entry provides basic presence and instant messaging.

Lotus Sametime Standard provides additional functionality to Lotus Sametime Entry,

Lotus Sametime Advanced provides additional real-time community collaboration and social networking functionality to Lotus Sametime Standard, including: (persistent chat rooms, instant screen sharing )

Lotus Sametime Unified Telephony provides additional telephony functionality to Lotus Sametime Standard or Lotus Sametime Advanced,

Lotus Sametime Gateway provides server-to-server interoperability between disparate communities with conversion services for different protocols, presence information awareness, and instant messaging.

The Lotus Sametime Gateway platform is based on IBM WebSphere Application Server,

enterprise instant messaging.

Quick text chats can answer simple questions outright or can be escalated to multiway voice or video chats or an online meeting.

Rich presence-awareness information lets you know whether now is a good time to initiate a real-time conversation via instant messaging or a phone/conference call.

rich presence awareness

online meetings.

Collaborate with online meetings that enable high-quality document-, application- and screen sharing.

mobility.

Extend many of the desktop Sametime client to a range of mobile devices

telephony.

Integrate telephony and provide telephony features.

Provide high-quality integrated desktop voice and video—ours or yours—to help cut telephony costs:

voice and video

Community collaboration tools help people find, reach and collaborate with communities of users who may not be in their contact list:

community collaboration

Benefits• Knowledge Benefits - these are those derived from more efficient

processing of information and knowledge, for example by eliminating duplication of effort or saving valuable time. For example, a survey carried out by the AMS knowledge centre showed that information management professionals at a knowledge centre could find relevant information 8 times faster than non-IM professionals.

• Intermediate Benefits - these are how the knowledge benefits could be translated into benefits that can be expressed in terms of efficiency or effectiveness. A common example is that best practices databases helps to eliminate less efficient operations through transferring knowledge from the best practitioners.

• Organizational Benefits - this class of benefits are those that impact some of the organization's key goals, such as productivity and customer service.

Knowledge Management helps:

• Global sharing and teamwork • Continuous improvement of service delivery • Capture of knowledge as assets of the company • The re-learning of ongoing service skills and competencies • Foster innovation

ABB’s knowledge management system is known as APSwebs

Cross-referencing people, sites and skills for ABB professionals

SUCCESS STORY-ASame time meeting on the DOW chemical

ABB alliance• AUGUST 27,2002, meeting between Arnold

Allemang,Andy Berg,John Yost,and Dinesh Paliwal.

• Arnold allemang, Dow executive vice president, member of DOW’s executive committee, corporate operating board and board of director .

• Andy berg, DOW process automation program manager.

• John yost,ABB group vice president and account manager for dow chemical.

• Dinesh paliwal, executive vice president, head of automation technologies divisions

STORY BREAL-TIME COMMUNICATIONS HELPS STOPS VIRUS

OUTBREAK

• Same time once again demonstrated the benefits of instant real-time communication and collaboration with in ABB during the “goner "virus outbreak.

• The whole process from the first same time message from the user to the to the successfully completion of the patch installation was a mere 15 minutes.

Conclusion

• Same time was proven to enhance the ability of people to do their jobs more quickly and effectively.

• It allowed administrators around the globe to communicate and assist each other effeciently, saving time and money.

STOPS VIRUS OUTBREAK

• Real-time communication helps in stopping virus (Goner) outbreak.

• Sametime took only 15 minutes for patch installation.

• Works 24X7 …..made it possible.• UK e-mail system is protected.

Better communication, lower travel costs

• Since ABB’s activities were steadily becoming global ,usage of real time technologies becomes highly essential.

• By 2004 sametime users rate have increased twice.

• Sametime enable Its users to have virtual meeting, instant online messaging.

• Helps to provide e-learning and training sessions to employees.

• Sametime is user friendly and it holds its own guide tutorials and tips .

• Monitored 24x7 by 4 virtual team.

IBM Lotus team workplace

• A new tool to enhance the existing practice.• It is to be integrated with existing

applications.• Self service application. • Changes over appearance and functionality

can be customized with template design.

What the eMeeting center offers to ABB employees ?

• Managing projects and supporting internal processes.

• Intensifying relationship• Exchange of knowledge• Teams across boundaries• Quick place (QP) by GWM• Screensharing,document

attachment,messaging and polling

ABB meeting centre web room

• RHS – meeting participants and their status• Bottom left – interaction tab• Whiteboard• meeting moderator-controls the meeting

Purpose and targets

• Project teams, task forces,acccount teams.• Revised docs ,presentation and work progress

need to be shared among customers,consultancies,ext agencies,vendors and suppliers.

• QP – one common place without affecting the ABB standards

Benefits delivered for collabarative activities

Activity Name Description benefits

Project Collaboration

Sitra Three teams located in germany,on site and in dubai

Latest and reliable info,reduced handling of tech docs,reduced workload for back office

Online conference Baan conference Europe,australia,china and latin america

Reduction in travelling costs

Team collabaration ABB Academy Project workplace for the international management program

ABB participants to communicate and collaborate with ext tutors and experts

Lessons Learnt at ABB

• Technology A business need is an absolute must and requisite

• Key Success Factors People and Interaction

• ABB went for “ System on Demand” instead of “ System on Supply approach”

Lessons Learnt at ABB

• ABB focused on creating conditions instead of organizing Knowledge Sharing

•KM needs brains and teams and shared context

•Human Interface Technical Contact

Recommendations for KM Practitioners

• A strong link to business imperative

• Compelling vision and architecture

• Knowledge Leadership

• Knowledge creating and sharing culture

Recommendations for KM Practitioners

• Continuous learning

• Well Developed ICT infrastructure

• Systematic knowledge processes

Conclusion• Knowledge does not behave the same way

• Knowledge replicates endlessly

• Knowledge expands with use

• Multiplier Effect

• Ethics for knowledge sharing

Thank You