Knowledge Management

& IT
Knowledge sharing is power

Capture…Categorize…Share…
...Knowledge
A CASE STUDY
 KM in ABB
• ABB is a global leader in power and automation
technologies
• Enable utility and industry customers to
improve performance while lowering
environmental impact.
• Technology leadership, global presence,
application knowledge and local expertise.
• Offer products, systems, solutions and services
that allow customers to improve their operations
 ABB Knowledge Manager
• Productized solution for production information and performance
management

• Be up and running quickly with this customizable solution.

• Fast ROI with world wide support from local experts.

• More than 500 systems installed worldwide use ABB knowledge-

based solutions for information management and process optimization.

• A world leader in process specific Collaborative Production

Management
 Benefits
• Improve frequency of timely business decisions
and financial targets
• Increase manpower efficiency
• Comply with quality processes
• Improve productivity at a consistent quality
• Increase effectiveness in production &
maintenance management
 Customer Benefit By KM
• ABB launches “APS webs”

• Supports with Best-in-class practice & field

experience.

• All about networking, sharing knowledge and best

practices within ABB’s service organization worldwide

• ABB's Start-Up Manager, at customer site in New

Zealand, able to solve a maintenance problem
online using APS webs
 Production Information Mgmt
Knowledge Manager Production Information
Management drastically simplifies production
management, covering production related functions
like:
• Production tracking and reporting,
• Process operations monitoring and reporting,
• Material storage management,
• Energy and emission reporting, and
• Trending of all information.
 KM SAP Connector
• The ABB Enterprise Connectivity Solution (ECS)

• Extends the reach of KM into enterprise applications by

supporting direct interaction between the manufacturing
and the business processes.

• Manufacturing information integrated with SAP; business

information from SAP integrated with manufacturing
environment in a smooth and accurate way
 Cement Production Accounting
• Focused on month-end closing and day-to-
day administration of materials and
consumption
• Data collected automatically from different
subsystems like dispatch system sale admin
• Rolled up and calculated.
• Detected discrepancies are highlighted.
 Laboratory Information System
• Knowledge Management (KM) Laboratory Information
Mgmt System (LIMS)
• Fully integrated with enterprise-wide process and
production monitoring.
• Advanced means to document the quality information.
• Functions- Automatic and Manual data acquisition, data
validation, data consolidation, long-term storage,
calculations
 Data, Information, and Knowledge: A Distinction

DATA Explicit
Dispersed
elements

INFORMATION
Patterned data
gni nae mf o ht pe D

KNOWLEDGE
Validated platform
for action

WISDOM
Implicitly knowing how to
generate, access and
integrate knowledge Tacit
(from Saint-Onge, 1996)
 Knowledge resources...
● Presentations, reports, journals
● Licences, patents, licences, IP
● Manuals, policy documents, memos
● Training materials, management information In hard copy Papers
● Databases, software, risk tools, audits
● Libraries, catalogues, archives

●
Individual ability, memory, know how, experience
●
Teams, communities, groups, networks, meetings

In the minds of People

 Two types of knowledge
Documented
information that can
facilitate action.
Explicit knowledge
– Formal or codified
– Documents: reports, policy
manuals, white papers,
standard procedures
– Databases
– Books, magazines, journals
(library)
Know-how & learning
embedded within the
minds people.
Implicit (Tacit) knowledge
– Informal and uncodified
– Values, perspectives & culture
– Knowledge in heads
– Memories of staff, suppliers
and vendors

Knowledge informs decisions and actions.


"KM is the identification,
optimisation and active
management of intellectual
assets, either in the form of
explicit knowledge held in
artefacts or as tacit
knowledge possessed by
individuals or communities"
KM: definitions
"Knowledge management can
be defined as performing the
activities involved in discovering,
capturing, sharing, and applying
knowledge so as to enhance, in
a cost-effective fashion, the
availability of knowledge for the
unit’s goal achievement.”
 Driving Forces of
KM
• It is important to manage knowledge assets because

– Organizations compete increasingly on the base of knowledge (the only

sustainable competitive advantage, according to some)

– Most of the work is information based (and often immersed in a computing

environment)

– The products, services, and environment are more complex than ever before

– The time required to take action based upon subtle changes within and across
domains is decreasing.

– Workforces are increasingly unstable leading to escalating demands for

knowledge replacement/acquisition
 KM-The benefits

• Making available increased knowledge content in the

development and provision of products and services thereby
achieving shorter new product development cycles
• Facilitating and managing innovation and organizational
learning
• Leveraging the expertise of people across the organization
• Retention of Intellectual property even after the employee
leaves if such knowledge is codified.
 Knowledge Management
It is related to the following disciplines and
technologies:

• Expert systems, artificial intelligence and

knowledge base management systems (KBMS)

• Computer-supported collaborative work

• Library and Information Science

• Technical writing

• Document management

• Decision support systems

KM COMPONENTS
Overview of Knowledge
Management Solutions
Knowledge Knowledge Knowledge Knowledge
Discovery Capture Sharing Application

KM Processes

Combination Socialization Internalization Externalization Exchange Direction Routines

Knowledge Knowledge Knowledge Knowledge

KM Systems Discovery Capture Sharing Application
Systems Systems Systems Systems

KM Mechanisms Analogies and metaphors Decision support systems KM Technologies

Brainstorming retreats
On-the-job training
Face-to-face meetings
Apprenticeships
Employee rotation
Learning by observation
….
Web-based discussion groups
Repositories of best practices
Artificial intelligence systems
Case-based reasoning
Groupware
Web pages
…

Organization Organization IT Common Physical

KM Infrastructure Culture Structure Infrastructure Knowledge Environment
 #. PROCESS OF KM

1.Create knowledge..
2. Capture knowledge..
3. Refine knowledge..
4. Disseminate knowledge.
5. Store knowledge.
6. Manage knowledge..
 THE KNOWLEDGE
ORGANISATION
CULTURE

TECHNOLOGY COMPETITION

COLLECT

CREATE ORGANISE

KNOWLEDGE INTELLIGENCE
MAINTAIN ORGANISATION

REFINE

DISSEMINATE

LEADERSHIP
KM
KM DRIVERS
PROCESS
 1.Knowledge
Creation
Discovery
• Combination
• Socialization
Knowledge Creation

Data Entry
Capture Scanning
• Externalization Voice Input
• Internalization Interviewing
Brain Storming
ORGANIZING REFINING
•Cataloging •Contextualizing
•Indexing •Collaborating
•Filtering
•Linking
2.Knowledge Restructuring •Compacting
•Projecting
•Codifying •Mining

• It is the purpose of data mining techniques to make

knowledge in data bases explicit.
• New knowledge must be placed in context so that it is
actionable.
• The knowledge management has to organize this:
– Where are weak points ?
– Missing Knowledge creates errors
– Too much knowledge confuses
– Which information can be helpful for improvement ?
– How to obtain the information ?
 3.Knowledge Sharing
Sharing
• Socialization
• Exchange

• Knowledge sharing is the process through which

explicit or tacit knowledge is communicated to other
individuals .
•It may take place across individuals, groups,
departments or organizations.

• Knowledge for each task has to be accessible

 to the right persons
at the right time
 at the right place
 in the needed format
 4.Knowledge Application &
Adoption

• Direction refers to the process through which

individuals possessing the knowledge direct the
action of another individual without transferring to
that person the knowledge underlying the direction
Application
• Direction
• Routines involve the utilization of knowledge • Routines
embedded in procedures, rules, and norms that
guide future behavior .
 5.Knowledge Storage

• Useful knowledge must then be stored in a

reasonable format in a knowledge
repository so that others in the organization
can access it.
6.Knowledge Review & Revision

• Knowledge is not invariant but undergoes

continuous changes.
• Like a library, the knowledge must be kept
current. It must be reviewed to verify that it
is relevant and accurate.
• These changes have to be reported at the
right time to those agents who need it.
 # Knowledge Management
Infrastructure

• Organizational Culture
• Organizational Structure
• Communities of Practice
• Information Technology Infrastructure
• Physical Environment
 # Knowledge Management
Technologies
• Technologies that support KM include artificial
intelligence (AI), electronic discussion groups,
computer-based simulations, databases, decision
support systems, enterprise resource planning
systems, expert systems, management information
systems, expertise locator systems,
videoconferencing, and information repositories
encompassing best practices databases and lessons
learned systems
Knowledge Management Systems

• Knowledge management systems are the integration of

technologies and mechanisms that are developed to support
KM processes
• In general, KMS focuses on organizing and making
available important knowledge, wherever and whenever it is
needed.
• Knowledge management systems (KMS): The synergy
between -
 # Knowledge Management
Solutions

• Knowledge management solutions refer to

the variety of ways in which KM can be
facilitated
• KM processes
• KM systems
• KM mechanisms and technologies
• KM infrastructure
Conclusion

• Organizations are realizing that intellectual capital or

corporate knowledge is a valuable asset that can be
managed as effectively as physical assets in order to
improve performance. The focus of knowledge
management is connecting people, processes and
technology for the purpose of leveraging corporate
knowledge. The database professionals of today are the
Knowledge Managers of the future, and they will play an
integral role in making these connections possible
THANK YOU…