1 knowledge management ancient collaboration at the organizational level could revolutionize...

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Knowledge Management

Ancient Collaboration at the

organizational level Could revolutionize

collaboration and computing

Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ

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Opening Vignette: Knowledge Management

Gives Mitre a Sharper Edge

Mitre - knowledge management system (KMS) to leverage organizational knowledge effectively through the organization

Internal marketing during development Supported at the highest level Provided an important application

Organizational culture shift was critical Saved $54.91 million / invested $7.19 million (End of 2001: over $60 million saved)


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Leverages intellectual assets Delivers appropriate solutions to

anyone, anywhere Good managers have always done

this Ancient concept


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How the Irish Saved Civilizationby Thomas Cahill

Maewyn (later Patrician), from Wales (Western UK), a pagan Roman child born in 385.

At 16, abducted by Irish marauders who raided his village.

Brought to Ireland, sold into slavery, became a shepherd (& learned Gaelic).

Lived there 6 years. Got a vision – walk to a port city and sailors

will take you home.

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Got edgy in Wales. Left for Gaul to become a Catholic Priest. Stayed 12 years. Learned to read and write. Copied books. Got edgy again. Decided to convert all Irish

pagans to Christianity. But instead the Church appointed St.

Palladius to Ireland.

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Two Years later, Patrick went back to Ireland as Second Bishop (Remember he spoke Gaelic)

Established monasteries, schools and churches.

Performed his vision (mission/miracle?) over 30 years (and was arrested several times).

Also the snake miracle? Patrick retired to County Down. Died on March 17 in 461.

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Also taught the Irish to read and write Because of a love of learning and books

Irish priests go to the continent to copy books and bring them back

ROME FALLS (476)! LIBRARIES/BOOKS BURNED! MIDDLE (DARK) AGES BEGIN!

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Most of Europe is Ignorant. Little reading/writing. Few books.

Centuries pass. Irish priests eventually move into Scotland, England,

and the continent. Train priests to write and read. Bring books back. Renaissance Begins (~1450 – Gutenberg) Most of the classical Western literature was

preserved in Ireland – the world’s largest KNOWLEDGE REPOSITORY – for centuries.

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Knowledge ManagementHelps organizations

Identify Select Organize Disseminate TransferImportant information and expertise

within the organizational memory in an unstructured manner


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Knowledge

As a form of capital, must be exchangeable among

persons, and must be able to grow


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Requires a major transformation in organizational culture to

create a desire to share


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Knowledge

Information that is contextual, relevant and actionable

Knowledge is INFORMATION IN ACTION

Higher than data and information


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Knowledge Types

Explicit knowledge

Tacit knowledge


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Explicit Knowledge

Objective, rational, technical Easily documented Easily transferred / taught /

learned


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Tacit Knowledge

Subjective, cognitive, experiential learning

Hard to document Hard to transfer / teach / learn

Involves a lot of human interpretation


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Knowledge Repository

Not a database Not a knowledge base (like for

ES)

A collection of internal and external knowledge


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Cyclic Model of KM

ManageKnowledge

StoreKnowledge

DisseminateKnowledge

RefineKnowledge

Create Knowledge

CaptureKnowledge


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Chief Knowledge Officer (CKO)

Maximize firm’s knowledge assets

Design and implement KM strategies

Effectively exchange knowledge assets

Promote system use


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KM Strategies Codification Strategy

– Identify who has knowledge– Classify and extract the knowledge– Manage the knowledge

Personalization Strategy– Identify who has knowledge– Classify the knowledge and store information

about who to contact to get it– Manage the “pointers to the knowledge”

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Storage Strategies

Repository Storage Strategy– For the Codification Strategy– Develop a Knowledge Repository, and– The Technology and People to Manage it

Network Storage Strategy– For the Personalization Strategy– Heavily based on communication to connect

with people who have knowledge

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KM Technologies

1. Communication– To enable people to connect to other

people or the KMS

2. Collaboration– To enable people to work together

3. Storage– To store and maintain the knowledge or

knowledge about who has knowledge

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KM and AI

Can use AI in KM Can use KM in AI Data mining can create

knowledge


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KM – The Future

Not a fad Impact is immense Research on organizational

culture How to do each step Are they the right steps?


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The definition is clear The concepts are clear The challenges are

Clear Surmountable

The benefits are clear (and can be huge)

The tools and technologies are viable


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Knowledge ManagementKey Issues

Organizational culture Executive sponsorship Measuring success

The future: Comprehensive standardized KM packages


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Knowledge Mangement“The wise see knowledge and action

as one” (Bhagvad Gita). Intelligent organizations recognize

that knowledge is an asset, perhaps the only one that grows over time, and when harnessed effectively can sustain the ability to continuously compete and innovate.


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Case Applications

9.1 Chrysler’s New Know-Mobiles

9.2 Knowledge the Chevron Way


1 knowledge management ancient collaboration at the organizational level could revolutionize...

Documents

intelligent systems

books irish priests

irish marauders

irish pagans

growdecision support

saveddecision support

organizational knowledge

upper saddle river