IBM Global Solutions Directory - One Source, Many Solutions

The Global Solutions Directory is an international online directory presenting applications, tools and services from IBM and IBM Business Partners. XpertSHARE is listed both in the Directory and is a member of IBM's PartnerWorld Industry Network for Automotive, Banking, Financial, Insurance, Retail, Government, Healthcare & Life Sciences and Telecommunications.
IBM Global Solutions Directory
Solution name: XpertSHARE
Solution description: XpertSHARE helps companies systematically deliver human expertise to employees, customers or partners. It also harvests real-time business intelligence that can profoundly impact business performance.

XpertSHARE's Match, Route & Interact capabilities enhance decision making & business process effectiveness:

• New capability to organize, locate & leverage expertise across an organization

• Precise access to the right expert on demand

• People interact in a full-faceted collaboration environment

• Individual tacit knowledge becomes an enterprise asset

• Aggregated data provides business intelligence

• Archives provide an audit trail

• ASP, WebSphere Portlet & client hosted solutions


Three primary applications:

• Advanced Customer Care & Support - providing access to company & third party experts to accelerate customer time to value.

• Training - adding human interactivity to e-learning programs to address individual learning needs & drive ROI from e-learning investments.

• Expertise Exchange - enhancing productivity & decision-making quality by enabling people to find & share expertise, context, experience & judgment.


Common client characteristics:

• Geographically dispersed employees

• Expertise-intensive information management & sharing needs

• Tight time to action parameters

• Complex, high-touch products & services

• Expertise needed in troubled parts of the world

• SOX/compliance issues

• Significant training projects

• Real-time Business Intelligence
Functional description: • Organization & alignment of experts with key business priorities- critical problems are better addressed & opportunities are more effectively capitalized upon.

• Highly precise matching and routing of knowledge seekers to experts designated based on skills & business needs.

• On-line collaboration sessions replicate a face-to-face meeting, facilitating excellent communication and problem solving.

• Session indexing & archiving- high impact interactions can be identified & mined- turning tacit knowledge into reusable corporate assets.

• Archives represent important records for business and compliance matters.

• Aggregation and mining of session data to reveal patterns of knowledge use or gaps in expertise- to improve business.

Business problem: Delphi stated "less than 20% of corporate knowledge is documented. Over 80% is stored in employee's minds." Many organizations are large, geographically distributed & complex enough that experts may be effectively unavailable to other employees or customers- reducing their value to the organization. XpertSHARE enables experts, who would otherwise be difficult to find, to be accessible to those in need of their specific expertise.
Business
case/ benefits:		 XpertSHARE makes possible the automation and management of many business processes involving the delivery of live human expertise which have eluded information technology solutions. XpertSHARE can be used to positively impact the most challenging business processes:

• That hinge on subjective judgments within complex rules, are cross-functional, possess high-risk decision points, or contain multiple routing scenarios with co-dependencies and complicated exception-handling flows — or where uniformity between process and work practice is critical.

• Requiring a mastery of information sources that drive complex programs or intricate practices (e.g., compliance regulations).

• Where performance is affected by know-how (e.g. competency, skill proficiency, certification, real-world experience).

• Where distribution of resources due to globalization, remote workers, or joint development efforts with partners and suppliers incur productivity barriers such as time zones and different work shifts that impede process performance.

• Driven by time-to-action parameters.

(Business Process list developed by META)

Competitive advantage: XpertSHARE uniquely focuses on harnessing the expertise in the minds of human beings. Benefits:

• Human expertise is easier to organize & manage than expertise captured in documents. Even in the largest organizations there will be far fewer experts than artifacts & profiling experts is more straightforward & accurate than indexing, organizing, & culling countless documents.

• Human expertise is flexible & adaptable, allowing people to apply experiences to new situations. The best & most sought-after expertise changes rapidly & is difficult to systemically collect, categorize & keep up-to-date.

• Information is most valuable when it can be discussed, challenged, & reworked to suit a situation.

• Sessions are archived creating a business record and capturing individual knowledge as an enterprise asset.

• XpertSHARE complements other solutions. It can be easily combined with other technology & business processes already deployed in companies.
Return on investment: There is a "high cost of not finding information" according to IDC:

• Poor decisions based on faulty or poor information.

• Duplicated efforts because more than one business unit works on the same project without knowing it has already been done.

• Lost sales because customers cannot find the information they need on products/services and give up in frustration.

• Lost productivity because employees cannot find the information they need on the Internet and resort to asking for help from colleagues.

Effective use of XpertSHARE enables organizations to control these costs.

Target customer size: Midmarket Business (100 to 499 employees)
Midmarket Business (500 to 1000 employees)
Large Business (greater than 1000 employees)
See XpertSHARE Solution in the IBM Global Solution Directory

































































































































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