KM Case

KM in 4.
0 Era
Heineken Case Study
Bima Hermastho (CEO FMC)

Tony Wegeweijs (KM Heineken)
Today’s session
 Introduction to Heineken KM
 Building KM solutions
and transforming the
organization
Q&A
Nr. 1 Leading International Brand
Source:
Canadean Top 10 International
Brands July 2013
For Heineken® volumes,
HEINEKEN Full Year Results 2012
Truly Global Presence
165 breweries in over 70 countries
85,000 employees
Our Challenge
We need our people to think globally,
work collaboratively togetherRené Hooft Graafland (CFO) and Jean François van Boxmeer (CEO)
and inspire and develop

people and teams around
the globe.
Heineken Knowledge Management
 Creating and managing an environment

that enables and stimulates our people
to connect, create, share and apply
knowledge as part of normal working
behaviour, to add value
to our business.
Our KM Performance Objectives
Increase Knowledge Increase
Asset utilisation ‘problem solving
capacity’
Reduce Increase
time to
Think and acts as organizational
content learning
and expertise ONE
Support Governance
Stimulate local, and continuous
regional, global improvement
peer networking Across Develop and
Geographical Inspire Collaborative
and Functional
Leadership
7 boundaries
Our KM Performance Objectives
Increase Knowledge Increase
Asset utilisation ‘problem solving
capacity’
Reduce Increase
time to
Think and acts as organizational
content learning
and expertise ONE
Support Governance
Stimulate local, and continuous
regional, global improvement
peer networking Across Develop and
Geographical Inspire Collaborative
and Functional
Leadership
8 boundaries
From Objectives…
to solution(s)
Build Cross Executive Functional
Functional Technical
Functional Board Requirements
Design Design
Community Sponsorship By the Business
The Project Build

Apply Change
Technical
Continuous Management Governance
Global Testing
Improvement definition
Roll Out
Mobilize People
Solution Blue Print
Based on KM program dimensions
Dimensions of KM program
Top Rule
Down s
Functional
Standards &
Procedures
Knowledge Items &

Good Practices
Bottom
Up Day-to day collaboration
Experience ->Knowledge -> Content
Across Geographical and Functional Boundaries

Dimensions of KM program
Top
Down
Bottom
Up

Solution Set Up
Repository Key Global HEINEKEN Knowledge and Expertise
S H
E C
A R
Global Workflow
Who = Who Management
Direct (synchronous) Daily collaboration and

collaboration content management
Specific Functionalities
Common
Public
HIT-Rate Taxonomy
and privileged
Matrix (triangle concept)
content publication
Content Feedback
embedded in Wiki
review processes Training pages
Custom Feedback
Content evaluation web part per
involving document sets
global expertise
Focused Expert
News and Communication
news wrap up
1:1 Link between
User, Content and taxonomy and
Process Reporting Alerts on specific expertise
Knowledge Domain and
Document Type combination
1:1 link between taxonomy and expert fields
Increase Knowledge
Asset utilisation
Global Expertise Involvement
Global Community Leader(s)
SCOPE
Global available Expertise

(peer networking)
Hit – Rate Matrix
High
Improve! Keep!
# HITS Review
Proposed Promote!
Low for Archive
Low High
Content rating
Some facts…
 11 site collections
 Corpus size 1TB (split in 5 content databases)
 Different search scopes for different functional disciplines;
custom search page to search on all scopes
 Custom left navigation based on term set structure
 Extensive use of Taxonomy search
 Nintex Workflows
 SQL Server reporting Services
 > 200.000 hits in first year

 7000 different users (avg. 100 active users per site)
 > 12.000 documents and document sets (Key Heineken Knowledge)
 10 – 20 new Good Practices shared every week (500-1000 /year)
 Majority of content in regular SharePoint Sites
Sharing Global Content and Expertise
Linking local and global sharing
Top
Down
Bottom
Up

Example
Global
Finance Performance Reporting Safety Management
Department
Supplier Collaboration Project Management
Global
Financial Reporting Management Meetings
Supply
Chain
Department
Event Management Community Sites

Example
Happy customers…
" ... I appreciate the search
function.
ONE2Share is important;
it's the gateway to
company Standards and
Knowledge.“
Hendrik Jan Visscher,

Brewing Policy Manager
"... well structured and easy to
navigate.
Our " chicken with golden eggs" Maria Stoica,
- a place of valuable knowledge. Quality Manager, Romania
The ONE location where Finance representatives globally
can find the necessary knowledge and expertise to
execute their tasks in line with the HEINEKEN standards
Ewout de Vaere, Business Consultant Finance Process
Innovation
“Absolutely one great tool
to share and learn”
Michael Manoly, Packaging Manager
Egypt
Thank you

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KM in 4.

Bima Hermastho (CEO FMC)

and inspire and develop

 Creating and managing an environment

The Project Build

Knowledge Items &

Across Geographical and Functional Boundaries

Across Geographical and Functional Boundaries

Direct (synchronous) Daily collaboration and

Global available Expertise

 > 200.000 hits in first year

Across Geographical and Functional Boundaries

Supplier Collaboration Project Management

Event Management Community Sites

Hendrik Jan Visscher,

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