Knowledge Management within Professional Services

Marie Stancliffe KPMG, Audit Knowledge

03/06/12

Knowledge at KPMG

Knowledge sharing at KPMG has global, regional and local dimensions. The challenge is developing a successful knowledge management strategy that supports the changing business environment and meets local needs.

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

Knowledge at KPMG

Introduction
About KPMG

KM strategy
KM services KM platforms KM similarities and differences KPMG KM case study Summary & key learning Questions

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

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 5,200

people, including over 380 partners, operating out of 13 offices around the country. Our position is built on the professionalism of our people, the quality of the Audit, Tax, and Advisory services we offer and the contribution we make to the wellbeing of the communities in which we live and operate.

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

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, demonstrate professional diligence and integrity and who empathise with their colleagues, clients and fellow citizens. We are also committed to working together with community partners to help solve many of the serious problems confronting the world we all share.

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG Knowledge Management Strategy

Capability Client offerings Culture & Frameworks Content Systems and processes Connectivity

We have a market-leading internal knowledge management capability with a clear service offering, strategy and roadmap, able to effectively deliver both business unit and firm-wide solutions. Our Knowledge Management and Markets functions effectively partner to deliver innovative, market leading knowledge products and services to our clients e.g. thought leadership, online services, targeted updates and tools. Our people actively engage with the firms strong knowledge-sharing culture and this is supported by their personal goals and reward and recognition frameworks. We are contributing to and leveraging from the firms collective local and global knowledge, allowing us to deliver whole of firm solutions to our clients. We have embedded integrated, robust and effective knowledge systems and processes within the firm that support the transformational framework and are utilised by our staff to (a) deliver benefits to our clients, and (b) drive internal efficiencies. Our people are connected through established communities and networks. Internal capability and expertise can be readily identified.

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG Knowledge Services

Collaboration Would you like to:

Bring together a virtual team? Work together efficiently in a central workspace? Share and bring ideas together?

Knowledge Systems Would you like to:

Create , edit or update your intranet site? Upload documents youd like to share?

Document & Records Management Would you like to :

Know more about using docShare for my daily work. Know what needs to be done when working with a paper file.

Library Services Do you need:

A journal subscription Help with copyright To find a resource To find a legal case

Surveys Would you like to:

Have an online survey developed? Assistance with Questionnaire design?

Communicate Do you need to:

Share some news on the Intranet. Have an announcement or newsletter formatted.

Divisional Knowledge Managers embedded within each Division (Audit, Advisory, Tax and Private Enterprise)
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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG Core Knowledge Platforms

Search Knowledge Collaboration Expertise

One-stop search Pilot

New Australian Intranet

Know-how

Social business collaboration pilot

Unified collaboration

People connectivity

Capability search

Find information, technical resources and people

Internal comms, firm information and tools on a global platform

Capturing and leveraging our technical resources including proposals, advice, templates etc

KPMGs internal LinkedIn collaborate with colleagues online

Supporting document sharing and virtual collaboration through internal and client-facing team sites

Find, connect and network with our subject matter experts

Maximising the value of our peoples capabilities

Knowledge Sharing Framework Culture & Change Program

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

Similarities & differences with law firms

Similarities Partnership Professional services Culture Risk management

Systems and processes

Differences Breadth of practice Organisational complexity and size Culture Systems and processes

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG Knowledge Case study Audit Business Knowledge Tool Business Driver
It was recognised within the Audit Division that proposals, client presentations and other useful example documents were not being effectively shared and leveraged across the firm. The methods for sharing this knowledge were inconsistent and unmanaged, resulting in knowledge being 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 Audit Partners 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 business development mangers who can publish documents directly to the site and the support of a Knowledge 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 of the examples that have been captured. Next steps include raising the level of awareness of the tool, 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 risk issues.

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

KPMG Knowledge Case study Audit Business Knowledge Tool 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.

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

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Knowledge at KPMG

Summary Questions

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 of KPMG International. Liability limited by a scheme approved under Professional Standards Legislation.

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Thank you
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 mstancliffe@kpmg.com.au +61 2 9455 9202