美世利用自動化和人工智能轉型知識管理.pdf

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1、A business of Marsh McLennanwelcome to brighterTransforming KM with Automation&AI|MercerAPQC ConferenceApril 10,2025Lisa Weber Mercer KM LeaderJacek Wodarski Mercer KM InnovatorIntros and agendasJacek WodarskiKM Innovator11 years in KMMyer Briggs:ENTPKingdomality:Prime MinisterLisa WeberKM Leader26

2、years in KMMyer Briggs:ENFJKingdomality:Benevolent RulerTodays AgendaA.Background on Mercers KM programB.Automation&AI activities1.Assess automation and AI potential2.Plan3.Deploy&measure4.Re-deploy resourcesC.Wrap Up&Q&ABackground:Who we areMarshMarshMcLennanInsurance broking and risk management so

3、lutionsReinsurance and capital strategiesGuy CarpenterMercerHealth,wealth,and career consulting solutionsOliver WymanStrategy,economic,and brand consultingMarsh McLennan is a leading global professional services firm bringing together the best in risk,strategy and people.We are here.25K ees$5.5B rev

4、enueBackground:Mercers KM evolution2008 2017:Inconsistent and siloedLevel 2 APQC2025:Global Service DeliveryMercer+Marsh pilotDec 2024:4.392022-2024:Enterprise-wideMercer KM teamLevel 4 APQCPre-2008:InformalLevel 1 APQC2017 2021:KM unificationLevel 3 APQCWhats worked for Mercer:1.Knowledge of the bu

5、siness,solutions,clients,competitors2.Documented global processes3.Alignment with HR and Finance4.Strong partnerships5.Alignment of KM priorities to business priorities6.Experimentation and innovationBackground:Knowledge Domains(our“kaleidoscope”)Practices Solutions,Services,ProductsMarketing&Though

6、t Leadership and SalesOperations&TechnologyIndustriesMMC/sister company activitiesPulsing Topics(Covid,Russia-Ukraine,AI,etc.)Acquisitions&divestituresWhats worked for Mercer:Assigning knowledge domains to Knowledge Specialists who work with stakeholders/SMEs Assigning operational work to the Knowle

7、dge Coordinators/KM Hub to tend to“BAU”work and special projects when needed Assigning forward-thinking activities and projects to our Innovators so we stay on the front footBackground:KM MeasuresCulture&RiskQualityTimeFinancialsTime savings for colleagues to find expertsTime savings for colleagues

8、to find source of truth contentCycle time reduction for projects/processesSpeed of learning/time to competencySpeed of innovation/time to market Silo busting in our matrix:practices/functions and geographies Trust factor leading to a positive employee experience Decreased risk of knowledge lossImpro

9、ved quality and accuracy of projects/processes Win rate/revenue gain Cost deflection/avoidance Footprints in new markets,to accelerate revenueAutomation assessment and deployment7Automation as a processPlanPrioritizeDevelop a timeline&Secure resourcesAssess learning needsDevelop Communication strate

10、gyDeliver&MeasureBuild a solutionPerform testingFix bugsLaunch/deployMonitor process against established measuresMeasure the ROIRe-deployAssess saved human hours for other identified activitiesRe-use automation components in other projectsAssessIdentify scopePerform impact assessmentDivide process i

11、nto stepsAssess data availability&infrastructureEstablish potential savings/ROI1234Where to start?Reactive automation Addresses most known issues(but not necessarily the biggest ones)Relies on feedback from users to initiate change Prone to causing butterfly effect Often non-scalable Can cause fragm

12、entation of automation effortsStrategic automation Addresses issues that give most return when solved Relies on data and impact assessments Requires deep understanding of the process in question Focuses on re-usability and scalability8Move from being reactive to planning strategically1.AssessProcess

13、 mappingKnow your processesKey questions to answer:Who is involved in the process?What are all the steps of the process?How does it connect to other processes?Identify teams involved Include teams providing inputs Include teams using the output Visualize entire flow Identify bottlenecks Highlight de

14、pendencies What initializes the process Who depends on the output What is the impact of automation1.AssessStakeholder submission1Hub assign and process2Hub notifystakeholder 3Hub review 4KS review,further actions5Case Study:Process mappingNew content processing at Mercer1020510101.AssessTotal time:5

15、5 minsStakeholder submission1Hub assign and process2Hub notifystakeholder 3Hub review 4KS review,further actions5Case Study:Process mappingNew content processing at Mercer-reimagined21121071.AssessTotal time:55 mins32 mins1020510One size does not fit allPick the right solution for the jobAutomationA

16、I workflowAI agent Best for deterministic,predefined tasks Follows Boolean logic Delivers reliable outcomes Fast to execute Best for deterministic tasks that require flexibility Can handle fuzzy”logic in parts of the process Good at handling complex tasks Best for non-deterministic tasks Highly adap

17、tive Simulates human behavior Non-adaptable Struggle with complexity Harder to debug and fine tune Model training requires large amount of data Harder to design and slower to execute Less reliable2.PlanPrioritize potential implementationsMercers experience:Quick wins are prioritized first and done b

18、efore anything else Major projects are where majority of our focus is.They require careful planning and the most resources Fill-ins are done when time allows,but should never impact the delivery of first two categories Thankless tasks are ones we choose not to do.132.PlanImpactEffortFill-insQuick/Ea

19、sy winsThankless tasksMajor ProjectsInvolve&InformKey roles to involveIt takes a village,so bring one alongWho and how to keep in the loopTailor communication strategy to match expectations2.PlanInterestInfluenceKeep satisfiedManage closelyMonitorEngage as neededProject Sponsor the enablerProduct Ow

20、ner the decision makerBusiness Analyst the intermediaryProject Manager the organizerDeveloper/Architect the builderQA Testers the nitpickersCommunication specialist the voiceChampions the ambassadorsDevelop a timeline15Example of a timeline2.PlanOverview of changes Incremental automation in request

21、form Significant automation changes for content submittersStakeholders affected All content submitters All Hub and Knowledge SpecialistsMercer team to deliver All Innovators,with UAT support from KM team.DWT and TechnologyTodayEnd Q1 2025All docs go through Holding library,no more download/upload(2)

22、Q2 2025LenAI assisted tagging and short descriptionsEnd Q2 2025Pilot with Stakeholder group to test submission automations(1)Q3/4 2025Pilot enhanced KS review process(5)End Q4All new processes embeddedReview and repeat where neededNov/Dec 2024 releaseInstant update tasks no longer require peer revie

23、wCase Study:Testing and adjustingAutomated tagging suggestions for Industry taxonomy91%Out of all Industry tags suggestions made,91%were correct.This includes suggesting correct terms as well as not suggesting the wrong ones.Main findingsTime savings grow with the size of the file to be classifiedGP

24、T works best with general terms(like Industries)Responses can vary each time,so review is still criticalAdjustment techniquesExperiment with your prompts to improve resultsInterrogate to understand reasoningUse counterfactual explanations to ensure fairness3.Deliver&MeasureRe-deploy saved resources1

25、7Its all about enablement,not replacementCostefficiencyIncreased flexibilitySkill developmentEmployee retentionRetaining organizational knowledge4.Re-deployTalent re-deployment benefits both organizations and colleagues,allowing to respond to technological advancements and market dynamics in real ti

26、me.Benefits of strategic talent redeployment include:Wrap up summary18Key take-awaysEvaluateBe clearPlanDeliver&MeasureRe-deployyour KM program and its maturity.Know where to dial up(and dial down).on your scope of services,stakeholders,partners,key measures.Assessall aspects of your processes befor

27、e attempting automation.your work around quick wins and big projects to deliver most value.your solutions performance against established goals to enable improvement over time.saved resources to increase your coverage,not decrease headcount.Q&AKeep in touch on LinkedIn:Copyright 2025 Mercer(US)LLC.All rights reserved.A business of Marsh McLennan