Case Study: Social Network Delivers Value
Guillermo, Halliburton - Landmark,
In the summer of 2001 Halliburton Energy Services decided to implement Knowledge Management (KM) in order to support the vision of the organization. This internal initiative became a turning point for the company. Until this time the support for the field organization was based on a helpdesk model where anybody in the world with a technical problem would contact the Technical Services group located within the central technology center. The communication model was that of a hub and spokes, where the individuals in the various field locations would talk to Technical Services group but the communication between people in different locations was almost nonexistent. With the launch of organized social networks the communication channels were opened. This enabled the flow of information that resulted in a significant performance improvement for the organization. The social network case study reviewed in this paper not only delivered substantial value to the organization but to the individuals. The main goals were (a) improve service quality, and (b) mobilize innovation.