knowledge mananagement

7/29/2019 Knowledge Mananagement

1/30


2/30

2

WHATIS KNOWLEDGE MANAGEMENT ?

Kael Wiig, the founder of knowledge management movement coined

this term at 1986 ILO Conference

Knowledge Management is a systematic, explicit and deliberate

building, renewal and application of knowledge to maximize an

enterprise knowledge-related effectiveness and returns from its

knowledge assets.


3/30

Critical Importance of KM in Organizations

The work of the following functions or departments are

nearly totally knowledge-based:

Customer Service

Information System

Finance

HR/ Administration

Management

Manufacturing (Use of CAD/ CAM)


4/30

data

information

(understanding relations)

knowledge

(understanding applications)

(understanding risk

and opportunities)

understanding

STAGESFROM DATATO KNOWLEDGE

wisdom


5/30

CreateProduct/

Process

Innovation Cycle KM Cycle

Knowledge

Repository

Codify

Embed

Diffuse

IdentifyClassify

AccessUse/Exploit

Collect

Organize/

Store

Share/

Disseminate


6/30

Knowledge Management Process

Beckmans has proposed eight-stage process for KM

1. Identify

2. Collect

3. Select4. Store

5. Share

6. Apply

7. Create

8. Sell


7/30

1. Identify Stage

It determines which competencies are critical to

success.

Then the related strategic and knowledge domains

are identified.

The existing levels of expertise in the work force are

assessed for each knowledge domain.

Once the gaps between existing and needed

expertise are determined, experts work towards

reducing it.


8/30

2. Collect Stage

Deals with acquiring existing knowledge, skills,

theories and experience needed to create the selectedcore competencies and knowledge domains.

All these must be formalized by making it explicit for

better utility.

In addition, practitioners should know where and

how to purchase the needed knowledge and expertise

in the form of database and expert system.

For acquiring expertise, valid knowledge sources

should be identified.


9/30

3. Select Stage

Takes the continuous stream of collected and

formalized knowledge and assesses its value.

Domain experts must access ,filter and select the

knowledge to the organizational memory.

A diversity of view points from multiple domain

experts is represented for organizing and classifying

knowledge to be stored in the knowledge repository.


10/30

4. Store Stage

It takes the nuggets of knowledge and classifies them

and adds them to the organizational memory.

Knowledge must be organized and represented into

different knowledge structures within a knowledge

repository just as the data and information areorganized and represented in different types of data

base.

Much of this knowledge can be represented in

electronic form as expert systems.


11/30

5. Share Stage

In this, knowledge is retrieved from the corporate

memory and makes it accessible to users.

The workforce makes their needs and personal

interest known to the corporate memory which then

automatically distributes any incoming new knowledge

to its subscribers either electronically or on paper.

Valuable portions of all communications,

discussions, arguments and collaborations are made

available to the capture stage of knowledgemanagement process.


12/30

6. Apply Stage

Knowledge is retrieved and used in performing tasks,

solving problems, making decisions, researching ideas

and learning.

In order to easily access, retrieve and apply the right

pieces of knowledge at the right time in the right form,more than a query language is needed.

Integrated performance support systems(IPSS) are

being used by leading organizations to greatly increasethe performance and capabilities of knowledge

workers.


13/30

7. Create Stage

Uncovers new knowledge through many avenues.

These avenues are observing customers feedback

and analysis, causal analysis, benchmarking and best

practices, research, experimentation, creative thinking

and automated knowledge discovery.

This stage also covers how to elicit non-verbal,

unconscious knowledge from domain experts and turn

it into documented formal knowledge.

New sources of knowledge and insight are formalized

and captured and made available to users who need the

knowledge.


14/30

8. Sell Stage

New products and services are created from the

intellectual capital which can be marketed outside the

organization.

Before this stage is possible, considerable maturity

should be attained in the other seven stages.


15/30

KNOWLEDGEIS DIFFERENT

Data

Information

Knowledge

Wisdom

Codifiable, explicitEasily transferable

Individual, judgmental

Contextual, tacit


16/30

16

TYPESOF KNOWLEDGE Tacit Knowledge

What a person knows, but has notbeen documented or formally captured Explicit Knowledge

Formal, written, codified, orembedded knowledge that has beentransferred to workgroups or to theorganization.


17/30

WHATDOES KM ENTAIL

Ensure right knowledge to right persons at right time and in right

format

Acquire Manage DisseminateIdentify

Make knowledge sharing a dominant culture

Leverage existing Knowledge and potential of IT

Gain Competitive Advantage


18/30

KNOWLEDGE GAP

Knowledge

Gap

Change

Time

The efficiency of a firm depends on how fast it bridges the

gap between what it knows and what it needs to know


19/30

19

AN EFFECTIVE KM SYSTEM

Creates business value

Focuses on both knowledge creation and

knowledge application

Does not aim to de-personalize knowledge

Is a High-tech (IT), High-touch (HR) system


20/30

OVERLAPPING FACTORSOF KM

PEOPLE

TECHNOLOGY

ORGANIZATIONAL

PROCESSES


21/30

21

ELEMENTSOFA KNOWLEDGE MANAGEMENT

STRATEGY

People

Why people dont want to share knowledge?

The two big factors : culture and behaviour

How do we make the changes?

Processes

Organisational processes and infrastructure andwhether they currently help or hinder KM.

KM processes and infrastructure the processelement of what needs to be put in place to makeknowledge management happen


22/30

22

Knowledge

Management

Business

Transformation(BPR, TQM, culture)

Intellectual

Assets/Capital

Learning

Organization

Knowledge-based

Systems

Innovation

InformationManagement


23/30

23

Socialization

Internalization Combination

Externalization

From

To

Explicit

Tacit

ExplicitTacit

Source:The knowledge creating company, I. Nonaka and H. Takeuchi


24/30

Knowledge Teams - multi-disciplinary, cross-functional

Knowledge (Data)bases - experts, best practice

Knowledge Centres - hubs of knowledge

Learning Organization - personal/team/org development Communities of Practice - peers in execution of work

Technology Infrastructure - Intranets, mgt

Corporate Initiatives - CKOs, IAM, IC accounting


25/30

Customer Knowledge - the most vital knowledge

Knowledge in Products - smarts add value

Knowledge in People - but people walk

Knowledge in Processes - know-how when needed

Organizational Memory - do we know what we know?

Knowledge in Relationships - richness and depth

Knowledge Assets - intellectual capital


26/30

26

Create/discover - 3M, Glaxo Wellcome Codify - BHA, Standard Life, PwC

Diffuse - H-P, Thos. Miller, Rover, BP

Use - Buckman, Steelcase, PwC, Andersen etc.

Process/culture - Cigna,Analog

Conversion - Monsanto

Measure/exploit - Skandia, Dow


27/30

A strategy led initiative - learning org. focus

Workshops to convert rhetoric to action plans

Using Intranets to share R&D, help approvals

Library, document management support

Reoreinted Technical Architecture

Challenge is creating sharing culture

Bottom Line - better RoIC


28/30

KnowledgeNetwork

Architecture

Process Improvements

- Quality etc.

Communications

People

- manager skills- Yellow pages

- expertise

Strategy

Learning History

Team Skills

New sciencecompetencies

Marketing products

- customer dialogue


29/30

Knowledge is their business

Systematic processes - sharing best practice

Knowledge centres - editors and advisers

Taxonomy - International Business Language

Common formats on information

Lotus Notes for multiple views

Adding contextual/contact information

Bottom Line: Better solutions in less time

SM


30/30

knowledge mananagement

Documents