Request Expert

Expert is an internationally recognized authority on knowledge-management theory and practice. A pioneer in the knowledge-management field, he began designing and guiding the implementation of knowledge-management solutions for Fortune 500 companies in the late 80's, well before such terms as "intranet" and "intellectual capital" made their way into the vocabularies of most organizations. His perspectives were shaped by experience and key learnings gained from Teltech's successful operation of its nationwide, human-based knowledge transfer system for technical professionals.

Expert founded Teltech's Knowledge Management Services business. His expertise includes knowledge-management strategy development, design and implementation of capture and delivery systems, and content management. He has focused on the design of solutions that leverage tacit knowledge and uncaptured experience across organizations. Expert has advised a wide range of organizations on how to define and prioritize knowledge needs and link knowledge-management initiatives to corporate objectives. He has done seminal work in creating and implementing processes that enable measurement of the value produced by knowledge-management systems. He has applied his knowledge to the chemical, pharmaceutical, telecommunications, utilities, semiconductor, beverage, medical devices, industrial manufacturing, and financial services industries.



Expert has consulted to a medical device company. He developed and implemented a process that captured the core competencies and experience of their worldwide technical organization. The solution was built around a web-based pointer system and a content taxonomy that allowed concept-based search and retrieval of internal expert biographies. Global adoption of the system produced measurable increases in knowledge sharing and accelerated problem solving. Expert consulted with a utility company to create an intranet repository of expertise residing within the organization's coal and nuclear plants. The solution enabled on-demand, desktop access to critical competencies among professionals who otherwise would not have known to contact one another. Components of the system included the methodology for capturing the experience and understanding of participating internal experts, the taxonomy and editorial processes for developing participant biographies, and implementation of a turnkey pointer system that allowed fast, accurate identification of individuals with needed expertise. His experience includes consulting with an industrial manufacturer. A US-based, technology-driven organization acquired two European companies with strong technical capabilities. The goal was to create a solution that would enable effective knowledge sharing between the newly acquired resources and members of the client's large, domestic R&D team. Performance objectives included developing one new product per day and improving productivity by 5% per year. The solution was comprised of an integrated collection of knowledge bases, such as repositories of human expertise and project-activity information. Use of the knowledgebases was linked directly to "knowledge checkpoints" within key business processes.

Expert has provided consulting services to a financial services company. The client had made an extensive investment in collaborative software and Notes applications across its five worldwide business practices. Concern had arisen over lower-than-expected utilization rates. The solution began with an information mapping project that identified knowledge gaps within each consulting community. Expert's analysis determined that information available through the organization's intranet and Notes applications was helpful, but did not directly support the core tasks and decision-making requirements of the company's field consultants. Expert made specific recommendations for restructuring the intranet's content taxonomy and for prioritizing and sourcing the content tied directly to the decision-making challenges of system users.