Harnessing United Healthcares virtual knowledge

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Harnessing United Healthcare’s virtual knowledge :

Harnessing United Healthcare’s virtual knowledge Presented by Eric M. Hough April 15, 2013

Executive summary :

Executive summary Current population base 19,828,952 97% accuracy = 19,234,083 3% error = 594,869 Cost $2,144,502.75 in salary. 71.5 full time positions

The United Culture:

The United Culture Integrity Compassion Relationships Innovation Performance

Integrity :

Integrity Honor commitments. Never compromise ethics Speak the truth. Deliver on our promises Have the courage to acknowledge mistakes

Compassion:

Compassion Walk in the shoes of people we serve Actively listen to fully understand

Relationships:

Relationships Build trust through collaboration Encourage diversity

Innovation:

Innovation Invent the future Learn from the past

Performance:

Performance Deliver high quality results Commit to excellence Be accountable. Make a difference

Be Here Now:

Pay Attention to the Person or Task in Front of You Be Here Now Avoid Multi-tasking Participate in the discussion

Virtual Work :

Virtual Work Asynchronous Synchronous Communication 33% of all employees are virtual

Synchronous:

Synchronous Text message Instant message Skype Phone call

Asynchronous:

Asynchronous Emails Pod casts Blogs Announcements

Virtual Work :

Virtual Work Independent / isolated Explicit Knowledge Tacit Knowledge

Explicit Knowledge:

Explicit Knowledge Can be captured Can be written down Can be easily reviewed

Tacit Knowledge:

Tacit Knowledge Difficult to document Knowledge transferred through mentoring Is the knowledge in our heads Difficult to put into words

Knowledge Capture :

Knowledge Capture Web Camera Engage Challenge / Reward

Knowledge Refinement:

Knowledge Refinement Remove personalization Generalize Repurpose knowledge

Knowledge Access:

Knowledge Access Date Project type Subject

Knowledge Reuse :

Knowledge Reuse Review database Remove outdated knowledge Replace removed knowledge

Communication Flow:

Communication Flow Data source Information repository Knowledge Repository Data Flow

PowerPoint Presentation:

Knowledge access Virtual employee Knowledge capture Knowledge reuse Knowledge refinement

Any Questions?:

Any Questions?

References:

References Anand , G., Ward, P. T., & Tatikonda , M. V. (2010). Role of explicit and tacit knowledge in Six Sigma projects: An empirical examination of differential project success. Journal of Operations Management , (28), 303-315. Ardichvili , A., Page, V., & Wentling , T. (2003). Motivation and barriers to participation in virtual knowledge-sharing communities of practice. Journal of Knowledge Management , 7 (1), 64-77. Dalkir , K. (2011). Knowledge management in theory and practice (second edition) . Cambridge, Massachusetts: The MIT Press. Firestone, J. (2004). All life is problem solving . Retrieved from http://radio-weblogs.com/0135950/2004/05/19.html Getson , H. (2010). Should you get the new [insert name of gadget here]? Retrieved from http://capitalogix.typepad.com/public/2010/06/should-you-get-the-new-insert-name-of-gadget-here-funny.html Kakabadse , N. K., Kouzmin , A., & Kakabadse , A. (2001). From tacit knowledge to knowledge management: Leveraging invisible assets. Knowledge and Process Management , 8 (3), 137-154. Kock , N. (2007). Systems analysis and design fundamentals: A business process redesign approach. Thousand Oaks, CA: Sage Publications. Koskinen , K. U., Pihlanto , P., & Vanharanta , H. (2003). Tacit knowledge acquisition and sharing in a project work context. International Journal of Project Management , 21 , 281-290. Marotta , M. (2011). Integrating technology to support differentiated instruction . Retrieved from http://techdi.blogspot.com/2011/02/blogging-with-mespa.html Rozwell , C. (2012). Socialization of knowledge management drives greater reuse. Gartner , doi:G00232128 Zhuge , H. (2002). A knowledge flow model for peer-to-peer team. Expert Systems with Applications , 23 , 23-30.

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