COIT12205 Knowledge Management Principles - Assignment 2 (PART B)

Write a report answering the following questions from the 'KM The Bouygues Telecom' case study.

KM The Bouygues Telecom

With more than six million customers and a network covering 98 per cent of France, Bouygues Telecom, created in 1994 as a subsidiary of the Bouygues global industrial group (turnover: 19 billion euros in 2000), has established itself as one of the most dynamic and innovative players in the French mobile telephony market. However, size can be a challenge –as with most large companies, Bouygues Telecom was struggling to manage the flow of information and know-how across the organization. At times, departments and individuals were unable to collaborate effectively with employees in many parts of the business.

At the end of 2000, Bouygues Telecom launched an initiative aimed at maximizing the value of its business and employee intelligence. More than discussing about the Knowledge Management and the way of implementing it, the idea of Bouygues Telecom is to define and develop short and practical KM projects. But research into the solutions available at that time proved disappointing. They were difficult to implement, hard to manage and far too expensive.

Therefore, the company issued an invitation to tender. Following careful research of the market, Microsoft’s SharePoint Portal Server solution was selected because it is easy to implement and flexible enough to meet the various requirements of the Bouygues Telecom business. Described as a single knowledge portal, SharePoint PortalServer is based on a document management server that enables organizations to manage all of the workflow processes associated with the publication of documents and to share them in dedicated spaces. Speed to market was also essential. Bouygues Telecom defined a brief that specified that completion of the first project should not exceed three months.

In order to meet this challenging schedule, Bouygues called on Valtech, a company specializing in management consulting and enterprise IT. Valtech was chosen because the project required the rapid delivery of effective knowledge management solutions and its experience in this field is well established.

In just a few months, the company has implemented the following four knowledge management systems that are enabling the organization to leverage and extend its current IT systems and infrastructure.

  1. SAP best practice The pilot project –tested in north-east France –delivers support to one hundred staff using SAP. The aim of the project was to provide online assistance to end-users and ensure that they could share best practice of this solution.The knowledge base manages the publication and the classification of documents and provides users with a single knowledge portal. Users can add their own advices and experiences relating to SAP via their browser.Results were immediate and impressive. Users need immediate and accurate information to get the most out of this relatively complex software and make a real contribution to the bottom line. The knowledge base has helped Bouygues Telecom to leverage and extend the value of its SAP investment.
  2. Knowledge management in a technical reference system Initially designed for maintenance technicians from the same region, the second project involved about thirty people in its pilot phase before being extended to a further 200 staff. It gives technicians online access to a company knowledge base of technical information. Technicians frequently work on site. From their portable computers, they can connect to the technical knowledge base on the portal and access technical files and recommendations made by their colleagues in similar situations. If a file is not 100 per cent relevant, they can improve it and make their expertise available to others. In a matter of months, Bouygues Telecom has built a comprehensive online library of technical knowledge. Technicians now have rapid, real-time access to the sum total of the company’s expertise. It is also highly versatile. Technicians can search the knowledge base according to various criteria including full text, and their specific areas of interest. End-user feedback is also extremely positive. Technicians now have all the information they need to make better decisions more rapidly than ever before. Before the portal, they spent fartoo much time searching for right person with the right information –now all they need to do is look on the web. They can resolve networking issues quickly and with minimum fuss helping the company to further increase the overall quality of customer service.
  3. Using knowledge management to innovate information systems CPS (Computer Planning Strategy) Division is responsible for researching new technology and then ensuring rapid implementation of the solutions that best support the company’s business objectives. It was formed to track and research new technologies and then validate them before they go live in any part of the business.The knowledge base was used for accelerating the movement of new technology from the CPS management to operational divisions. All technical documents are classified, and each event in the knowledge base can be traced. No time is wasted searching for documents and the CPS can make full use of acquired knowledge to develop innovative new information system strategies.
  4. Keeping trackof new technologies The success of the CPS project has generated interest in additional knowledge management solutions. The CPS team and operational management would like to access a knowledge base on the latest technological developments. Such a tool is to help them collect and validate new information and leverage knowledge. Like the earlier projects, it will only take a few weeks to complete.Bouygues Telecom has overcome the main obstacle to knowledge management success –end-user resistance with a light use of change management. By setting up focused, effective projects that deliver impressive and immediate results, Bouygues Telecom has managed to make its knowledge management vision reality.

* Source: KM The Bouygues Telecom Way (Knowledge Board2012, p. 1-4)

Case Study Questions:

  1. Analyse the situation and identify what problem Bouygues Telecom faced.
  2. What strategy was adopted by Bouygues Telecom to cope with the situation?
  3. How Bouygues Telecom incorporated IT tools to implement the Knowledge Management (KM) system?
  4. Which initial step Bouygues Telecom took to share tacit knowledge?
  5. How did Bouygues Telecom convert its technical tacit knowledge into explicit knowledge?

Presentation of your assignment:

You must include the following in your report:

  • Title Page-clearly set out the title of your assessment, your name, your student ID, the unit name, unitcode and the name of the lecturer. There must be no graphics or pictures of any kind on the title page.
  • Format -1500 words,+/-10%reportexcluding title page,table of contentsandreferences. Submit one file in MicrosoftWord .doc or .docx format. The report must have a header and footer as follows: in the header put your student number on the left side of the page and your name on the right side of the page. The footer should have a page number that is centred on the page. The header and footer should appear beginning with the Introductionof the report and continue throughout the rest of the report. There should be no header or footer onthe Title page, the Executive Summary, or the Table of Contents.
  • Executive Summary(not more than one page) -the idea of an executive summary is it summarises the whole report so a busy person could get a good idea of the contents without having to read the entire report. This means it should contain the purpose of the report, summary of the body of the report andsummary of any findings or recommendations if these were present. Please see the ‘Unit Resources’ section in the Moodle unit webpage to learn more about how to write an executive summary.
  • Table of Contents-auto generated using the word processor.The title page and table of contents itself should not appear in the table of contents. The table of contents should be on its own page.
  • Introduction-identifies the purpose of the report, background of topic, and briefly states the issues you will be discussing within the body of the report. Another way of saying this is that the Introduction outlines the "agenda” of the report.Please see the ‘Unit Resources’ section in the Moodle unit webpage to learn more about how to write an introduction.
  • Body-this is where you discuss your answersin detail, where appropriate, headings and sub-headings should be included with the logical progression of your answersfrom one idea to the next.Do not use the word 'Body' as a heading -identify words that relate to your report for the heading.
  • Conclusion-in this section you need to summarise your work and findings. You should introduce no new points in your conclusion.Please see the ‘Unit Resources’ section in the Moodle unit webpage to learn more about how to write a conclusion.
  • References -this is a list of all the books and articles you have cited in your reportto support the discussion of your answers. References are essential for supporting your argument/discussion and making it valid. Lack of in-text references compromises value of your findings dramatically. Use Harvard (author-date) referencing style for your in-text citations as well as your list of references. You need to provide at least five(5)academic quality references published between 2011 and 2019. Do not use sources that were published before 2011. Use of Wikipedia and other similar websites is discouraged.

Submission instructions:

Note that:

  • Submission is a three-stage process of (i) uploading the file(s) (ii) saving the file(s) and then (iii) submitting the saved file(s) for marking.Please use the 'Add submission' button in the assessment submission area of the Moodle unit websiteto selectand upload your file(s) for this assessment. You must then click the 'Save changes' button after you've uploaded the file(s) to ensure they are added to your draft submission.
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  • Turnitin has a 24-hour delay in updating similarity scores for all files uploaded after your initial draft.
  • Any file(s) you have uploaded and left in draft format will be submitted automatically for marking on the due date and time, so you need to ensure that the final version of your submission has been uploaded by this date.
  • When viewing any feedback files for your submission, it is strongly recommended you use appropriate/compatible software applications which correctly open the type of file provided.This will ensure that the feedback is displayed as int
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