ESSENTIALS OF KM

Knowledge Management is the explicit and systematic management of vital knowledgeand its associated processes of creation, organization, diffusion, use and exploitationin pursuit of business objectives. The levers of KM initiatives: Customer Knowledge- the most vital knowledge for creation, survival and growth of any business activity or organization

ESSENTIALS OF KNOWLEDGE MANAGEMENTanagement

Knowledge of Processes- Applying the best know how in various business processes Product/Service Knowledge- to provide smarter solutions, customized users needs Knowledge of People- Nurturing and harnessing human intellect Organizational Experiences; Learning from past

ESSENTIALS OF KNOWLEDGE MANAGEMENTanagement

Knowledge in relationship- understanding of knowledge that underpins successful collaboration Knowledge assets- measuring and managing intellectual capital

ESSENTIALS OF KNOWLEDGE MANAGEMENTanagement

Information
Static Independent of Individual Explicit Digital Easy to duplicate Easy to broadcast No Intrinsic meaning

Knowledge
Dynamic Dependent on Individuals Implicit/Tacit Analogue Must be re-created Face to Face Meaning has to be personally assigned

ESSENTIALS OF KNOWLEDGE MANAGEMENTanagement Landscape

Important Dimensions of Knowledge

Knowledge: Is a firm asset Has different forms Has a location Is situational

The Knowledge Management Landscape

Important Dimensions of Knowledge

Knowledge Wisdom Tacit knowledge

Explicit knowledge

The Knowledge Management Landscape

Organizational Learning and Knowledge Management

Organizational learning: Creation of new standard operating procedures and business processes reflecting experience Knowledge management: Set of processes developed in an organization to create, gather, store, disseminate, and apply knowledge

The Knowledge Management Landscape

The knowledge management value chain

Figure 1-1

The Knowledge Management Landscape

The Knowledge Management Value Chain

Knowledge acquisition Knowledge storage Knowledge dissemination Knowledge application

The Knowledge Management Landscape

The Knowledge Management Value Chain

Chief Knowledge Officer (CKO): Senior executive in charge of the organization's knowledge management program Communities of Practice (COP): Informal groups who may live or work in different locations but share a common profession

Types of Knowledge Management Systems

Types of Knowledge Management Systems

Enterprise Knowledge Management Systems: General purpose, integrated, and firm-wide systems to collect, store and disseminate digital content and knowledge
Knowledge Work Systems (KWS): Information systems that aid knowledge workers in the creation and integration of new knowledge in the organization Intelligent Techniques: Datamining and artificial intelligence technologies used for discovering, codifying, storing, and extending knowledge

Types of Knowledge Management Systems

Major types of knowledge management systems

Figure 1-2

Enterprise-Wide Knowledge Management Systems

Structured Knowledge Systems

Structured knowledge Semistructured knowledge Knowledge repository Knowledge network

Enterprise-Wide Knowledge Management Systems

Enterprise-wide knowledge management systems

Figure 1-3

Enterprise-Wide Knowledge Management Systems

KPMG knowledge system processes

Figure 1-4

Enterprise-Wide Knowledge Management Systems

Knowledge Networks

Key Functions of an Enterprise Knowledge Network

Knowledge exchange services Community of practice support Auto-Profiling Capabilities Knowledge management services

Enterprise-Wide Knowledge Management Systems

Portals, Collaboration Tools, and Learning Management Systems

Teamware: Group collaboration software running on intranets that is customized for teamwork

Enterprise-Wide Knowledge Management Systems

Portals, Collaboration Tools, and Learning Management Systems

Learning Management Systems (LMS): Tools for the management, delivery, tracking, and assessment of various types of employee learning

Knowledge Work Systems

Knowledge Workers and Knowledge Work

Knowledge workers perform 3 key roles:

Keeping the organization current in knowledge as it develops in the external world Serving as integral consultants regarding the areas of their knowledge, the changes taking place, and opportunities Acting as change agents

Knowledge Work Systems

Requirements of knowledge work systems

Figure 1-5

Management Issues for Knowledge Management Systems

Implementation Challenges

Insufficient resources available to structure and update the content in repositories Poor quality and high variability of content quality because of insufficient mechanisms Content in repositories lacks context, making documents difficult to understand

Management Issues for Knowledge Management Systems

Implementation Challenges

Individual employees not rewarded for contributing content, and many fear sharing knowledge with others on the job
Search engines return too much information, reflecting lack of knowledge structure or taxonomy

Obtaining Value from Knowledge Management Systems

Obtaining Value from Knowledge Management Systems

1.
2.

Develop in stages
Choose a high-value business process

3.
4.

Choose the right audience

Measure ROI during initial implementation

5.

Use the preliminary ROI to project enterprisewide values