knowledge management 101

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Knowledge Management 101Knowledge Management 101

Strategic Quality – IBM Daksh Business Process Services Philippines

Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

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Definitions…

Knowledge.Knowledge. Information in action!

The mental capacity to produce results (e.g., solve a customer’s problem, make business decisions, etc.).

Management.Management. The act or art of directing or controlling.


Knowledge Management @ IBM Daksh | Confidential

Knowledge Management (KM). Knowledge Management (KM). A conscious strategy tofoster, capture, and share knowledge and expertise tohelp achieve business results.

© 2008 IBM Corporation

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What is Knowledge?Source: R. Ackoff’s “Pyramid to Wisdom” (1989, 1996)

Data

Information

Knowledge

Wisdom



Raw / hard facts

Collection of related data with context and perspective

Organized information that provides guidance or initiates action

Understanding that permits knowledge to be used


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Types of KnowledgeSource: I. Nonaka’s SECI (1991)



Explicit Knowledge.Explicit Knowledge. Knowledge that is written down – and thus, easily recorded, shared, tracked, and measured, as well as editedor improved by others.

Tacit Knowledge.Tacit Knowledge. Knowledge in your head. What you know but cannot easily share that lets you do a better job.


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Basic KM Model Source: D. Skyrme (1998)



CreateCreate

IdentifyIdentify ClassifyClassify

AccessAccess

Use / ExploitUse / Exploit

CollectCollect

Organize / StoreOrganize / Store

Share / DisseminateShare / Disseminate

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SECI Spiral Model Source: I. Nonaka and H. Takeuchi (1995)



FROM

TO

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SECI Spiral Model Source: I. Nonaka and H. Takeuchi (1995)



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SECI Spiral Model Source: Graham-Durant Law (2004)



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Why is KM important for IBM Daksh?

Need to manage and share knowledge given our growing organization (e.g., multiple centers with over 25,000 employees).

Quality, Speed and InnovationQuality, Speed and Innovation: the keysto growth in the BPO industry are all knowledge-based.

Enhance employee retention rates by recognizing the value of their knowledge & rewarding them accordingly.



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KM Programs in IBM Daksh

Two key thrusts:1.1. Creating New KnowledgeCreating New Knowledge

“Innovation that matters”

– Bright Ideas

– Eurekas

2.2. Sharing Existing KnowledgeSharing Existing Knowledge“Knowing what you know”

– Replicators

– Best Practices



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Questions?Questions?