Making Confluence an Enterprise Standard for Knowledge Management Michael Mielke, Deutsche Bahn

1. Atlassian Summit 2010
…the journey making Confluence an Enterprise Standard
for Knowledge Management…
Deutsche Bahn AG
DB Training
Michael Mielke
Frankfurt 2010, 04, 20

2. Deutsche Bahn carries more than 4.7 million passengers
per day on around 30,000 trains
Passenger Transport
 Revenues €11 billion
 No. on payroll 64,000
 Stations/stopping points 5,700
 Locomotives 2,200
 Railcars/carriages 21,100
 Busses 4,100
Long-Distance Regional DB Vertrieb
Urban Transit
Transport Transport (Sales)
 Passengers/day 0.3 million  Passengers/day 3.1 million  Passengers/day 1.3 million  Tickets/year 254 million
 Trains/day 1,300  Trains/day 24,200  Trains/day 3,500  Data records/day 1.5 million
 No. on payroll 16,000  No. on payroll 29,000  No. on payroll 12,600  No. on payroll 6,700
 Revenues € 2.9billion  Revenues € 6.4billion  Revenues €1.7billion  Revenues € 0.1billion
Source: Facts and Figures, Deutsche Bahn (2004)

3. …implementing an Enterprise Standard
is a long journey…
We started 2006…today we are running 4 Full Confluence Licenses and support more than 15000
Users and 200 Spaces…we still are growing…

4. Aim of project „Marvin“
Focus is the improvement of Knowledge within TQM-Team
Specific aims:
1. More transparency & re-use of existing knowledge
 Templates for everdy-day work
 Useable presentations for short-time meetings
2. Optimal cast & usage of experience
 „Whom can is ask needing information X?“
 „Who has contact to customer Y?“
3. Improving the availability for our customers
 Preparation of offers by Knowledge-Management
4. Improved sheduling by an active developement of topics
 Active creation of new topics
 Overview on topics developement-level
DB Training | GE Beratung (TQM-Team), 6/14/10 4

5. People, Playgrounds, Prospects, Projects
People
 Who are we? What are our talents?
 What is faszinating us?
Playground
 Creation of topics
 Creation of new consulting-products
Prospects
 Customers & contact to customers
 Knowledge on customers problems and current issues
Projects
 Information on Projects: Who was involved?
 What experiences have been made in an project?
DB Training | GE Beratung (TQM-Team), 6/14/10 5

6. 4P: Find the connections between thefour dimensions
I look for...
+ Contexts,
Standards, People Play- Prospects Projects
grounds
Templates
People Phonebook, This Employees is This employee has The employee
Employee-Profile, working on which made experiences worked in which
Org Chart topics? whit which projects ?
I come customers?
from...
Playgrounds Who is dealing with Overview on topics, Among which Which projects to a
a specific problem? Framework customers this topic specific issue have
Navigator, Product- is a current issue? been
Navigator accomplished?
Prospects Who are the contact From the Customer database, What are the
persons? Who perspective of this Org Charts of customers projects
knows this customer, what are customers, we worked on?
customer? the current issues? Customer-
management,
Pipeline
Projects Who was involved What are the topics references, contact Project database,
in this project? handled in this persons to a project-controlling,
project? project, customers project-portfolio-
feedback management
DB Training | GE Beratung (TQM-Team), 6/14/10 6

7. Implementing Wiki unifies various companies and customers
information requirements…
Companies perspective
concern business customer
 Usability  easy ITK-integration  Easy information exchange
 Age structure  Easy use  Intuitive usability
 Information exchange  No high education afford  No complex User-Training
 Interface problems easy to  Services and Support easy to necessary
solve purchase  Teamwork on content possible
 Low costs  Easy publishing of content
 Kind-of-industrial-standard  No extra hardware and
 Law-concept licenses necessary
 CI capable
 BP / experience exchange
A
D
V
 Reduction in costs in management
A  Compatible to given Components
N
T
 Migration
A  Reduction in number and open Interfaces
G
E  Given Licenses and potential users
S
DB Training, GE Beratung, Michael Mielke, 6/14/10 7

8. Advantages to implement Wiki from an enterprise
perspective
 Usability
 Consideration of the demographical development
 Cross organizational and cross functional approach
 Safety Topics
 Exchange of content is easy
 Cost Efficiency
 Many worldwide companies use Confluence and it is kind-of-industrial-
standard
 Available User Management
 Exchange of Experience
 Fits easy in existing ICT Networks
 User Friendly, useable without high training effort
 Teamwork on a single content is possible
 Easy to publish content
 …
DB Training, GE Beratung, Michael Mielke, 6/14/10 8

9. We compared various available systems due to our requirements
before we decided to use Confluence…
…we tried a few before we made our decision…
 There are several providers on the marked solving different
problems in individual ways
 To make the best choice we defined our requirements before we
tried some systems
 Two independent surveys came to the same result.
DB Training, GE Beratung, Michael Mielke, 6/14/10 9

10. Comparison Table
Confluence MediaWiki TWiki XWiki
Version 2.7 1.11.1 TWiki 4.2.0 1.3
Licens commercial GPL GPL LGPL
language Java PHP Perl Java
storage Database Database File, RCS Database
Usergroup Enterprise Finaluser Small to middle class Work-groups, developer
companies
MySQL yes yes no yes
Oracle yes optional no yes
Accountmanagement yes no yes yes
E-Mail news yes optional yes yes
Comments Threaded Discussion Threaded Threaded
Syntax Highlighting yes Plugin Plugin yes
Quoting yes no yes yes
Scripting Macros, Plugins, Optional JavaScript, TWiki Velocity & groovy &
JavaScript and more Vars, powerful API very powerful API
PDF Export yes optional Plugin yes
(Quelle: Auszug aus der Präsentation „Wiki-Produktvergleich“, DB Systel, 08.07.2009 von Diana Paulußen)
DB Training, GE Beratung, Michael Mielke, 6/14/10 10

11. Main Enterprise Users and ICT Requirements
Confluence MediaWiki TWiki XWiki
Usability
Interface
management
ITK-
Integration
keys:
Cutting costs
Handles all requirements
Support &
Service
Handles some requirements
Used in
Industries
Handles few requirements
DB Training, GE Beratung, Michael Mielke, 6/14/10 11

12. Confluence has become an so called Industry Standard
Many internationally working companies are
focusing on knowledge management
today…
Companies who tried to develop their own
wiki-like software systems have failed and
lost a lot of money…
Examples
Big Blue invested a lot within two years trying to
develop their own system…they finally have
implemented Confluence.
Sun Microsystems made Confluence Wiki a core
system of their Community Equity Strategy.
Quelle: http://www.atlassian.com/software/confluence/casestudies/
DB Training, GE Beratung, Michael Mielke, 6/14/10 12

13. Interface Management to other related ICT Services
BKU: Group-Folder Management and MS-Office Integration
Lotus WebDav Audio / Video
 Mail  Bahn TV
 Databases  Podcast
 Sametime  Documenta-
tionen
Print Wiki Document-
 Spaces / knowledge management Management
 Newsletter  Discussion
 DB Welt  Teamwork on single content  ECM
 Update (CoreMedia)
 Lifelink / Share
Point / Alfresco
DB Training, GE Beratung, Michael Mielke, 6/14/10 13

14. …a lot of our organizational units are very satisfied with
our Wiki and the Knowledge Management Approach…
Customer Voices
 Wiki established a great knowledge and
communication platform for our teams…
…a few of our main clients…  We could significantly increase networking with
clients and colleagues, thank you Marvin…
 DB Mobility Logistics AG  Now we can provide fast and simple information for
our clients and we get their feedback fast was well…
 Deutsche Bahn AG
 Thanks to Marvin, we network a lot more…please
 DB Netz AG push blogging and chat as well…
 DB Fernverkehr AG  Please keep moving this great approach…you are
forcing our managers to play an active and visible
 DB Regio AG role here…
 DB Vertrieb GmbH  Thank you Marvin to bringing fun back to work…it is
a lot easier to find useful information now…
 DB ProjektBau GmbH
 Collaborating is actually fun, I never thought that's
possible working together virtually…
 DB Energie GmbH
 DB Station & Service AG
Quelle: TQM-Survey „Interview Results Wiki-System-Usage“,
Schulte / Becker, Frankfurt am Main, 27.09.2009
DB Training, GE Beratung, Michael Mielke, 6/14/10 14

15. …our Knowledge Management Approach…
Best Practise media- Floorwalking
Newsletter Podcast and Project-
communication Kick-off meeting Day workshop support
min. 1 per month Storytelling homepage in the office
(3 per year) (min 1 per month)
extension of support of operative
knowledge mapping Structures-workshop basic structures
structures processes
integration
analog Plug-ins
access local Space 1
infrastructure / Global Space using the systems
basic systems digital access local Space 2
platform Wiki
group- integration
local Space 3
folders
Plug-ins
open
concept of- competition actions like laudation & agreement on
access,
motivation motivation awards Treasure-hunt appreciation objectives
less rules
communities of identification of
rules & benefits rooms & moderators
practice experts
deployment of
communication
Integration of:
Management of report on topics scheduling &
platforms
Circles of innovation competition
Award &
improvements & rules communication
innovations
analysis of systems concept of integration in
KVP, proposals wanted
implementation overall concept
DB Training, GE Beratung, Michael Mielke, 6/14/10 15

16. Control loop for a successful Knowledge-Platform
Concept of motivation Concept of communication
Creating & maintaining initiating, sponsoring,
commitment defining tasks
analysis of systems
Integrating other
platforms &
systems
Implementati
on
Monitoring and circle Gathering & structuring
evaluating processes the collection of
and contents knowledge,
Qualification
Continuous endorsement
of content Optmizing systems Distributing & connecting
knowledge
Concept of integration Concept of architecture
DB Training,|GE Beratung, (TQM-Team), 6/14/10
Training GE Beratung Michael Mielke, 6/14/10 16

17. The single most overlooked aspect of changing the way
people think and act is „WII FM?“
Lessons Learned:
WII FM: What‘s In It For Me?
– As long as you cannot answer that question convincingly for everyone affected by the change
you want to put in place, don‘t expect results.
– Make sure you understand the formal an informal measurement systems
Communicate
– Design a clear message and vision for the change
– Inform people early, inform them often
Feedback, Feedback, Feedback
– Dialogues, focus groups, feedback loops
– People support what they help to create
DB Training, GE Beratung, Michael Mielke, 6/14/10 17

18. Project „Marvin“ – factors for success
…what leads us to success…
 strategic top-down-approach
 sponsoring by the management
 aim of project was clearly defined
 Active project-team
 own roadmap including guidelines/ milestones, but a also hight flexibility
 external consulting / project-support
 reconditioning of projects hypothesis + visionary work oriented on solution and resources (Future-
History-Process, metaphor)
 4P-Approach
 elaborated Change-Management-Approach
 creation of a learning wiki system (principle of self-organization)
 long-run change-approach
DB Training | GE Beratung (TQM-Team), 6/14/10 18

19. Next Level using Confluence for Corporate Innovation Lab
With SketchUp designed 3D Model of the CIL
The Pensive Innovation Area
Workshop-
Area
Meeting Room
Workshop-
Area
DB Training, GE Beratung, Michael Mielke, 6/14/10 19

20. Different Areas for certain functionalities…
The Information / Innovation
Area
The Information / Innovation Area
 …come together with some “crazy”, “weird”, creative
people who can imagine….
 Setup our screens with all useful information you have
due to a certain problem you want to solve…
 Visualize your current services associative with some
good pictures and do the same with your customers…
…when you look at all the information
you are typically moving in your head
while thinking about a solution for a
certain problem, you will get that
great idea faster, if you do that
together with some people mentioned
above the results will even come
faster and more innovative.
…most of the information needed is available in our wiki…
DB Training, GE Beratung, Michael Mielke, 6/14/10 20

21. Different Areas for certain functionalities…
The Pensive, your room to
think…
The Pensive
Teamwork and Innovation is fast and highly dynamic. Sometimes
you might need a quit place to think about the new idea on your
own. The Pensive is a quit room to think, a place to escape from
the rush of the other areas. Get in if you need, but come back as
well…
DB Training, GE Beratung, Michael Mielke, 6/14/10 21

22. Different Areas for certain functionalities…
The Meeting Room and Decision Area
The Meeting Room
This Room is dedicated to decision! You have worked out some ideas in the other
areas and now you want to go ahead. Develop your concept, project plans or
roadmap, assign resources and finally specify your decision.
This room is fully equipped with all infrastructure you need, no excuses…
DB Training, GE Beratung, Michael Mielke, 6/14/10 22

23. Proof on Concept
 June 24-25th we are proof this concept running 5 different CIL
parallel in one of our training facilities.
 This approach combines “classic” infrastructure with knowledge
and information management based on confluence 3.X

24. …getting further…
www.brainwars.org

25. …2011 will be back here as a sponsor…

26. Thank you for your interest!!!
Questions?