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Knowledge Management

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Zbyněk Machát

on 23 May 2012

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Transcript of Knowledge Management

KNOWLEDGE MANAGEMENT
“is a practice concerned with increasing awareness, fostering learning, speeding collaboration and innovation, and exchanging insights.”
from an organization’s intellectual assets through codifying
employees
suppliers
business partners
customers
what
KNOW
sharing that information with employees and even with other companies to devise best practices
is to improve the creation, retention, sharing, and reuse of knowledge.
goal
The
Knowledge management
creating value
Explicit knowledge
Foster Innovation by Encouraging the Free Flow of Ideas
Leverage the Expertise of People Across the Organization
Capture the Expertise of Key Individuals as They Retire
Best Practices for Selling and Implementing a KM Project
Connect the KM Effort to Organizational Goals and Objectives
Identify Valuable Tacit Knowledge
Start with a Small Pilot Involving Enthusiasts
Get Employees to Buy In
Technologies That Support KNOWLEDGE MANAGEMENT
Communities of Practice
Social Network Analysis (SNA)
Web 2.0 Technologies
Business Rules Management Systems
Enterprise Search Software
Summary
Introduction
documented
stored
codified
standard procedures,
customer contact lists,
product formulas
market research results
shadowing
processes exist for capturing
is personal knowledge embedded in individual experience and involves intangible factors
personal beliefs
individual perspective
value system
Examples:
experienced coach
physician’s technique for diagnosing
engineer
Eagle anticipates more than $100,000 in additional annual revenue by the sharing of ideas via the knowledge management system.
....organization enable its employees to share and build on one another’s experience and expertise. In this manner, new employees or employees moving into new positions are able to get up to speed more quickly....
EXAMPLE
internal wiki
EXAMPLE:
The permanent loss of expertise related to the core operations of an organization can result in a significant loss of productivity or a decrease in the quality of service.
EXAMPLE
challenges
Once it was shown that KM could help Giant Eagle increase revenue, the program gained broad support and users overcame their reluctance to use the system.
identify and disseminate knowledge gems
Con Edison
Targeting a right group of users
overcome skepticism
EXAMPLE:
sharing knowledge
incentives
linking KM directly to job performance
recognizing people who contribute
creating a work environment where sharing knowledge seems like a safe and natural thing to do
acquire
produce
store
distribute
integrate
manage
(& knowledge)
technology
communities of practice
social network analysis
business rules management systems
enterprise search tools
members share a common set of goals
interests and regularly engage in sharing
develops around topics that are important to its members
CoP develops
models
tools
documents
processes
terminology
document and measure flows of information between
individuals
workgroups
organizations
computers
Web sites
Tools:
NetMiner
UCINET
NetDraw
NodeXL
Pajuk
“E-mail is unstructured and ephemeral. With blogs and wikis, you can capture process improvements more visibly,” says Christensen /JetBlue/
blogs
wikis
podcasts
RSS newsfeeds
forums
mashups
KM is a practice concerned with increasing awareness, fostering learning, speeding collaboration and innovation, and exchanging insights.
Knowledge is often classified as either explicit or tacit.
Explicit knowledge is knowledge that can be documented, stored, and codified easily.Shadowing and joint-problem solving are two frequently used processes for capturing explicit knowledge.
KM is used to encourage the free flow of ideas, leverage the expertise of people across the organization, and capture the expertise of key individuals before they retire.
There are several recommendations to help implement a KM project:
connect the KM effort to organizational goals and objectives
identify the valuable tacit knowledge worth capturing
start with a small pilot with enthusiastic participants
get employees to buy in
The technologies that support knowledge management include communities of practice, social network analysis, the whole range of Web 2.0 technologies, business rules management systems, and enterprise search tools.
Q:
Provide three examples of explicit knowledge.
Q:
In what ways are data management and knowledge management the same? How are they different?
Q:
Can you identify a subject area in which you possess tacit knowledge that would be valuable to others?
Tacit knowledge
X
joint-problem solving
explicit knowledge
competitive work environment
X
A business rule management system (BRMS) is software used to define, execute, monitor, and maintain the decision logic that is used by the operational systems to run the organization.
The use of BRMS leads to faster and more accurate implementation of necessary system changes.
BRMS is increasingly used to manage the changes in decision logic in applications that support
loan applications
underwriting
complex order processing
complex scheduling
Example:
Samsung Life Insurance
mostly in the form of text, accounts for about 85 percent of an organization’s knowledge
Unstructured data
is not easy to
locate
access
analyze
Enterprise search is the application of search technology to find information within an organization.
Enterprise search software indexes documents from a variety of sources such as corporate databases, departmental files, e-mail, corporate wikis, and document repositories.
Thank you for your attention!
Zbyněk Machát
zbynekmachat@gmail.com
@zbynekmachat
.com/zbynek.machat
This lecture is based on:
Most of these challenges have nothing to do with the technologies or vendors employed.
!
Without a solid business case, KM is a futile exercise
Web 2.0 Technologies
EXAMPLE:
and more....
social networks
.com/zbynekmachat
Full transcript