chapter 2

Chapter 2

Knowledge Management in Organization

Chapter 2 344-493 SP (KMS) 2

Knowledge is a fluid mix of framed Knowledge is a fluid mix of framed experience, values, contextual experience, values, contextual

information, expert insight, and intuition information, expert insight, and intuition that provides an environment and that provides an environment and

framework for evaluating and framework for evaluating and incorporating new experiences and incorporating new experiences and

information. information. It originates in individual minds but is It originates in individual minds but is often embedded in organizational often embedded in organizational

routines, processes, practices, systems, routines, processes, practices, systems, software, and norms.software, and norms.

What is Knowledge ?


1. Knowledge integration is the engine of economic prosperity.

2. Unpredictable markets necessitate “organization abandonment”

3. KM lets you lead change so that change does not lead you.

4. Cross-industry amalgamation is breeding complexity.5. Those who forget the past are condemned to repeat it.

6. A bridge is needed to across the Atlantic.7. Tacit knowledge is mobile.

8. Knowledge application requires “water-cooler” and “coffee-machine” cultures; IT barely support sharing.

Knowledge Management’s value proposition


• KM ไม่�ใช่�การจัดความ่ร� �ให้�ผู้��อื่��นใช่�

• KM ไม่�ใช่�การจัดความ่ร� �เข้�าสู่��ระบบ IT

What Knowledge Management is not about


1. KM is not Knowledge Engineering. KM is a business problem and falls in domain of

information systems and management, not in computer science. KM = Information System +

people.

2. KM is about process, not just digital networks. KM goal is to improve business

process.

3. Km is not building a smarter intranet. 4. KM is not about one time investment.

5. KM is not about enterprise-wide “infobahns”. KM is on helping the right people

apply the right knowledge at the right time.

What Knowledge Management is not about


Coke/Coca Cola Walmart Microsoft/Intel eBay Yahoo AOL Citibank Pfizer

Reasons for being successful business?

These companies are driven by and valued for their knowledge not their

assets.

1. Brand recognition

2. Industry-driven vision

3. Patterns and breakthroughs

4. Customer Royalty and its reach

5. Innovation business ideas

6. Anticipated future products

7. Past achievements

8. Groundbreaking strategies


1. No recognition and reward for sharing knowledge

2. People are competitive & believe that knowledge increases their power

3. No vehicle for storing & categorizing knowledge, or the existing vehicle is

difficult to use4. They don’t know anyone who would be

interested in what they want5. They don’t share knowledge because

they are not aware of what they know.

Barriers to KMS


Old/New Economy

• Old Economy : • ตัววดความ่สู่�าเร�จัใช่�การเงิ น Financial เป็"น

ห้ลัก (Tangible Asset)

• ม่�ลัค�าแห้�งิบญช่& (Finance value)

• New Economy : • ตัววดความ่สู่�าเร�จัไม่�ได�ใช่�การเงิ น เป็"น Non-

Financial เป็"นห้ลัก • ตัววดจัะใช่� Shareholder wealth การ

สู่ร�างิม่�ลัค�าเพิ่ �ม่ให้�อื่งิค(กร• ความ่สู่�าคญข้อื่งิทรพิ่ย์(สู่ นห้ร�อื่ท+นท&�จับตั�อื่งิไม่�

ได�(Intellectual Capital, Intangible

Asset)


Tangible/Intangible Asset

•Tangible Asset•Land

•Building

•Facilities

•Inventory

• Intangible Asset• Leaders

hip• Knowle

dge• Relatio

nship• Brand


Tangible/Intangible Asset

• To win old economy of tangible assets such as entity, people and money were main

management themes.• To win in new economy : Maximize intangible assets

which were not shown on the balance sheet is a key

success.• Customer relationship : ความ่

จังิรกภักด& สู่านสู่าย์ใย์ลั�กค�า• Brand image (Top 10) : ความ่

พิ่อื่ใจั เตั�ม่ใจั ข้อื่งิผู้��ซื้�.อื่


Case studies : Group Discussion (16)

Drivers– Knowledge Centric drivers– Technology drivers– Structural drivers– Process focused drivers– Economic drivers

Problem symptoms Threat and KM Solutions Notes and Exemplars

Table 2-1 Amrit Tiwana p.19-29


State problems in your organization. What need to be done for a better

organization in term of using and sharing knowledge.

• business process• technology / infrastructure

• culture/ people

Assignment 1 ???


Summary Physical assets : production-oriented and

technologies = lose value as they are used. Knowledge increases in value. KM helps avoid unnecessary work

duplication, and repeated mistakes. KM can save your company from

“knowledge walkout”. KM can make your company a proactive

anticipator. “We must become the change we want to be”.

A journey of a thousand miles

must begin with a single step.

chapter 2

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