The Epistemist

…on the knowledge journey

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Presenting at Technology Services World

May 9th, 2010 · No Comments · support

David Kay and I presented at Technology Services World conference last week.  The topic of our presentation was “Creating Strategic Alignment Across a Large, Complex Organization” – covering the process we went through to bring multiple business areas at Intuit together to create a comprehensive Knowledge Management Framework. This was a very interesting journey, and the lessons learned were not just about Knowledge Management processes, but also about change management.

Below is the session description, and the text of the presentation is available here.

Wednesday 8:30 AM – 9:30 AM
Location: Grand B

David Kay, Principal, DB Kay & Associates
Lala Mamedov, Director, Services and Support, Quicken Health, Intuit

  • How to engage diverse business units to develop a shared vision and strategy
  • How to build on each group’s successes to create a best-of-the-best model
  • How to translate strategy to action with a maturity and prioritization tool

Presentation Abstract:
Intuit’s business units pride themselves on their customer focus and on delivering ease of use. Each organization optimized its service and support offerings for its very specific customer segment—from consumers using Quicken® and TurboTax®, to small businesses using QuickBooks, to large enterprises managing their real estate. Not surprisingly, service and support strategies for such diverse customer sets seemed to demand equally diverse sets of business processes. In this presentation, the speakers will present the tactics they used to build a successful common knowledge management strategy across nine Intuit business lines, including what worked well and what they would do differently. They’ll present techniques for engaging the right executives at the right time with the right questions. They’ll describe how to use a Proven Practices Discovery methodology to leverage and recognize the innovative and meaningful work that’s happening across the businesses. And they’ll share tactics for getting people to participate in, and ultimately own, the strategy creation. Cross-business alignment is hard, but it’s worthwhile. You’ll learn the benefits Intuit reaped from this effort—and the benefits your organizations can receive, too.


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