Marie Stancliffe

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Knowledge Managementwithin Professional Services

Marie StancliffeKPMG, Audit Knowledge03/06/12


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1 2012 KPMG, an Australian partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative(KPMG International), a Swiss entity. All rights reserved. The KPMG name, logo and "cutting through complexity" are registered trademarks or trademarks ofKPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

Knowledge at KPMG

Knowledge sharing at KPMGhas global, regional and local

dimensions.The challenge is developing a

successful knowledgemanagement strategy that

supports the changing businessenvironment and meets local

needs.


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Knowledge at KPMG

Introduction

About KPMG

KM strategy

KM services

KM platforms

KM similaritiesand differences

KPMG KMcase study

Summary & keylearning

Questions


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About KPMG

KPMG combines our multi-disciplinary approach with deep, practical industry

knowledge to help clients meet challenges and respond to opportunities. KPMG is one of the worlds leading professional services networks, comprising over

138,000 people in member firms in more than 140 countries.

In Australia, KPMG has around 5,200people, including over 380 partners,

operating out of 13 offices around thecountry.

Our position is built on theprofessionalism of our people, thequality of the Audit, Tax, and Advisory

services we offer and the contributionwe make to the wellbeing of thecommunities in which we live andoperate.


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About KPMG

But behind all of this lies our peoples shared commitment to KPMGs values and

distinctive culture. We attract people who are intellectually curious, demonstrateprofessional diligence and integrity and who empathise with their colleagues, clientsand fellow citizens.

We are also committed to working togetherwith community partners to help solve manyof the serious problems confronting the worldwe all share.


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KPMG Knowledge Management Strategy

We have a market-leading internal knowledge management capabilitywith a clear service offering, strategy and roadmap, able to effectively

deliver both business unit and firm-wide solutions.Capability Our Knowledge Management and Markets functions effectively partner

to deliver innovative, market leading knowledge products and services toour clients e.g. thought leadership, online services, targeted updates andtools.

Client offerings

Our people actively engage with the firms strong knowledge-sharing

culture and this is supported by their personal goals and reward andrecognition frameworks.

Culture &Frameworks

We are contributing to and leveraging from the firms collective local andglobal knowledge, allowing us to deliver whole of firm solutions to ourclients.

Content

We have embedded integrated, robust and effective knowledge systems

and processes within the firm that support the transformationalframework and are utilised by our staff to (a) deliver benefits to ourclients, and (b) drive internal efficiencies.

Systems andprocesses

Our people are connected through established communities andnetworks. Internal capability and expertise can be readily identified.Connectivity


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KPMG Core Knowledge Platforms

Findinformation,

technicalresources and

people

Internalcomms, firminformation

and tools on aglobal platform

Capturing andleveraging our

technicalresourcesincluding

proposals,advice,

templates etc

KPMGsinternal

LinkedIncollaborate

withcolleagues

online

Supportingdocument

sharing andvirtual

collaborationthrough

internal andclient-facingteam sites

Find, connectand network

with oursubject matter

experts

Maximising thevalue of our

peoplescapabilities

Knowledge Sharing Framework

Culture & Change Program

Search Knowledge ExpertiseCollaboration

One-stopsearchPilot

Socialbusiness

collaborationpilot

Unifiedcollaboration

NewAustralianIntranet

Know-how Peopleconnectivity

Capabilitysearch


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Similarities & differences with law firms

SimilaritiesPartnership

Professional services

Culture

Risk management

Systems and processes

Differences

Breadth of practice

Organisational complexity and sizeCulture

Systems and processes


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KPMG Knowledge Case studyAudit Business Knowledge Tool

Business Driver

It was recognised within the Audit Division that proposals, client presentations and other usefulexample documents were not being effectively shared and leveraged across the firm. Themethods for sharing this knowledge were inconsistent and unmanaged, resulting in knowledgebeing lost, staff reinventing the wheel and inefficient document management practices.

Solution

The development of a central repository of good practice examples that would be useful for AuditPartners and Managers to review and support their work in business development e.g.proposals, presentation, case studies, research. This was supported by a network of businessdevelopment mangers who can publish documents directly to the site and the support of aKnowledge Manager to manage this content and promote the tool.

Feedback and Learning

Feedback from the Audit Division has been very positive in terms of the quality and relevance ofthe examples that have been captured. Next steps include raising the level of awareness of thetool, increasing contributions and exploring new content types and wider knowledge systems.The challenge is sustaining the quality and relevance of the material and minimising any riskissues.


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Considering the wider firm and global challenges:

KPMG Knowledge Program and how this links in.

Move from local systems and processes to global ones.

Future challenges and how we addressing these.

KPMG Knowledge Case studyAudit Business Knowledge Tool


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Knowledge at KPMG

Summary

Questions


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It isn't how much you know that matters.

What matters is how much access you have

to what other people know.

Marie Stancliffe

KPMG, Audit Knowledge

[email protected]

+61 2 9455 9202

Thank you
mailto:[email protected]:[email protected]

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Marie Stancliffe