1 Knowledge Management Module IV KM Review and Critique.

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Knowledge Management

Module IV

KM Review and Critique

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Goals

To be aware of the different views to KM

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Learning Outcomes

Trainees will be able to

~ Run a critical discussion of the views on KM

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The Knowledge Attributes

Knowledge Attributes

Knowledge have many attributesWe could identify 25 of them

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The Knowledge Attributes

ModeUtility

ValidityVelocityViscosityVolatilitySource

MeasurabilityImportance

Domain

AgeApplicability

ClarityMeaningfulness

ActionabilityType

UsabilityRelevance

SourceState

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Knowledge Modes

Knowledge Modes

According to many authors, knowledge could assume one of two modes: ~ Tacit ~ Explicit

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Knowledge Modes

Tacit Knowledge

Knowledge residing in the minds of employees that has not been

documented

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Knowledge Modes

Explicit Knowledge

Knowledge residing in the minds of employees that has been documented

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Knowledge Modes

Tacit vs. Explicit

Tacit knowledge includes insights, intuitions and hunches. This knowledge is difficult to express and formalize and therefore difficult to share. Tacit knowledge is more likely to be personal and based on individual expressions and activities. Explicit and tacit forms of knowledge are quite distinct. However, it is possible to convert explicit knowledge into tacit, as occurs, for example, when an individual reads a book and learns from it, thereby converting the explicit knowledge contained in the book into tacit knowledge in the individual’s mind. Similarly, tacit knowledge can sometimes be converted into explicit knowledge, as happens when an individual with considerable tacit knowledge about a topic writes a book formalizing that knowledge.

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The SECI Model

Tacit vs. Explicit

The SECI model (Nonaka and Takeuchi)

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The SECI Model

Tacit vs. Explicit

EXPLICIT

TACIT

TACIT

EXPLICIT

socialization

internalization combination

externalizationEXPLICIT

EXPLICITTACIT

TACIT

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The SECI Model

Externalization

Externalization requires the expression of tacit knowledge and its translation into comprehensible forms that can be understood by others. In philosophical terms, the individual transcends the inner and outer boundaries of the self. During the externalization stage of the knowledge-creation process, and individual commits to the group and thus becomes one with the group. The sum of the individuals' intentions and ideas fuse and become integrated with the group's mental world.

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The SECI Model

Internalization

The internalization of newly created knowledge is the conversion of explicit knowledge into the organization's tacit knowledge. This requires the individual to identify the knowledge relevant for one’s self within the organizational knowledge. That again requires finding one’s self in a larger entity. Learning by doing, training and exercises allow the individual to access the knowledge realm of the group and the entire organization.

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The SECI Model

Socialization

This mode enables the conversion of tacit knowledge through interaction between individuals. One important point to note here is that an individual can acquire tacit knowledge without language. Apprentices work with their mentors and learn craftsmanship not through language but by observation, imitation and practice. In a business setting, on job training (OJT) uses the same principle. The key to acquiring tacit knowledge is experience. Without some form of shared experience, it is extremely difficult for people to share each other’ thinking process.

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The SECI Model

Combination

Combination involves the conversion of explicit knowledge into more complex sets of explicit knowledge. In this stage, the key issues are communication and diffusion processes and the systemization of knowledge. Here, new knowledge generate in the externalization stage transcends the ground in analogues or digital signals

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The SECI Model

Critique

According to color theory, there are three primary colors:

Red YellowBlue

All other colors are combinations of the primary colors

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The SECI Model

Primary Knowledge Processes

What are the primary knowledge processes ?~ knowledge representation

~ knowledge storage~ knowledge transfer~ knowledge sharing~ Knowledge creation~ knowledge acquisition~ knowledge application

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The SECI Model

Primary Knowledge Processes

What are the primary knowledge processes ?~ knowledge representation

~ knowledge storage~ knowledge transfer~ knowledge sharing~ Knowledge creation~ knowledge acquisition~ knowledge application

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The SECI Model

Secondary Knowledge Processes

All knowledge processes are either combinations of knowledge

representation and knowledge acquisition or are a special case of

these two processes

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The SECI Model

Secondary Knowledge Processes

Knowledge Creation:

Is knowledge acquisition with a special case where the acquirer is the first individual to acquire this knowledge

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The SECI Model

Secondary Knowledge Processes

Knowledge Storage:

Is knowledge representation with a special case where the represented knowledge is stored in a repository

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The SECI Model

Secondary Knowledge Processes

Knowledge Sharing:

Is knowledge representation with communication of represented knowledge or allowing access to knowledge storage

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The SECI Model

Secondary Knowledge Processes

Knowledge Transfer:

Is a synonym to knowledge sharing

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The SECI Model

Secondary Knowledge Processes

Knowledge Application:

Is knowledge acquisition put into action (problem solving)

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The SECI Model

Analogy with SECI

Externalization = knowledge representation

Internalization = knowledge acquisition

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The SECI Model

Analogy with SECI

Externalization = knowledge representation

Internalization = knowledge acquisition

WHY two more conversions ?

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The SECI Model

Combination

Combination is NOT a primary K process

Combination = Internalization+

Processing

+

Externalization

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The SECI Model

Combination

Primary K Process vs. organizational culture

It is more appropriate to think of combination as an organizational culture.

Combination is actually an inferior name to learning organization where every employee is encouraged to be creative and innovative

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The SECI Model

Socialization

Socialization is NOT a primary K process

Socialization = Externalization+

Communication+

Internalization

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The SECI Model

Socialization

Primary K Process vs. K sharing setup

It is more appropriate to think of socialization as a knowledge sharing setup.

Socialization is appropriate when knowledge does not lend itself easily to

storage techniques and thus requires direct sharing techniques

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The SECI Model

Information vs. Explicit Knowledge

Since the SECI model introduces the concept of explicit knowledge, then it has to explain

how explicit knowledge is different from information

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The SECI Model

Information vs. Explicit Knowledge

Since the SECI model introduces the concept of explicit knowledge, then it has to explain

how explicit knowledge is different from information

Amazingly, no one attempts even to pose this question

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The SECI Model

Information vs. Explicit Knowledge

If we were to adopt the definition of information as structured data, then there is a

difference between information and explicit knowledge

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The SECI Model

Information vs. Explicit Knowledge

The origin of information is data, but the origin of explicit knowledge is tacit knowledge

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The SECI Model

Information vs. Explicit Knowledge

The origin of information is data, but the origin of explicit knowledge is tacit knowledge

Do we really need to emphasize this detail ?

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The SECI Model

Information vs. Explicit Knowledge

The origin of information is data, but the origin of explicit knowledge is tacit knowledge

Do we really need to emphasize this detail ?Try writing a page on any subject taking into

consideration this detail !!

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The SECI Model

Information vs. Explicit Knowledge

Why not adopt the definition of information as

Input from any source that has the potential to affect, reduce, or supplement a state of

uncertainty to allow decisions to be made or communication to occur

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The SECI Model

Information vs. Explicit Knowledge

This definition of information would embrace information originating from data or that

originating from persons; as well as information originating from our environment

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The SECI Model

Information vs. Explicit Knowledge

This definition of information would embrace information originating from data or that

originating from persons; as well as information originating from our environment

In this case all knowledge would be naturally tacit and we would simply refer to it as

knowledge

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The SECI Model

Information vs. Explicit Knowledge

The SECI model adds neither value nor clarity, ONLY CONFUSION

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The SECI Model

Example I

Matsushita Electric Industrial Co. was unsuccessful developing an automated bread-making machine. They knew the best bread

came from the Osaka International Hotel. So, a few team members apprenticed themselves

to the hotel’s head baker.

What category of K conversion was Matsushita emphasizing?

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The SECI Model

Example II

Honda used a metaphor of “Automobile Evolution” in the design of the Honda City by

asking the question: “what will the automobile eventually evolve into?”

What category of K conversion was Honda emphasizing?

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The SECI Model

Example III

To be successful in personal copiers, Canon needed a highly reliable, disposable cartridge instead of huge field mx force for conventional copiers. One innovator got a case of beer for team. When consumed he asked: how much does it cost to manufacture this can? Team

then compared process of making the beer can to making the drum cylinder.

What category of K conversion was Canon emphasizing?

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The SECI Model

Example IV

Craft General Foods utilizes data from its POS not only to find out what does and what does not sell but also to create new ways to sell –

that is new sales systems and methods.

What category of K conversion was Craft emphasizing?

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The SECI Model

Example V

Asahi Breweries forced a corporate vision on its new-product concept.

What category of K conversion was Asahi emphasizing?

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The SECI Model

Example VI

GE documents all customer complaints and inquiries which can be used by members of a

new product development team to re-experience what the telephone operator

experienced.

What category of K conversion was GE emphasizing?

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The SECI Model

Example I

Matsushita Electric Industrial Co. was unsuccessful developing an automated bread-making machine. They knew the best bread

came from the Osaka International Hotel. So, a few team members apprenticed themselves

to the hotel’s head baker.

SOCIALIZATION

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The SECI Model

Critique: Example I

Matsushita Electric needed to acquire knowledge on dough kneading. If no one has

created this knowledge then Matsushita has to create it through experimentation.

If this knowledge already exists, then Matsushita needs to get access to where this knowledge is stored. If the knowledge exists

but not stored, then Matsushita needs a knowledge sharing setup up that allows direct transfer of knowledge. This is what eventually

happened; a mentor-apprentice set up for knowledge sharing.

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The SECI Model

Example II

Honda used a metaphor of “Automobile Evolution” in the design of the Honda City by

asking the question: “what will the automobile eventually evolve into?”

EXTERNALIZATION

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The SECI Model

Critique: Example II

Honda wanted an innovative design of a car; a design that has not been produced by any car manufacturer. Instead of forcing the designers to think within boundaries, Honda encouraged

creativity. The designers had freedom to create new knowledge and they did. Learning

organizations are characterized by encouraging creativity in all jobs.

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The SECI Model

Example III

To be successful in personal copiers, Canon needed a highly reliable, disposable cartridge instead of huge field mx force for conventional copiers. One innovator got a case of beer for team. When consumed he asked: how much does it cost to manufacture this can? Team

then compared process of making the beer can to making the drum cylinder.

EXTERNALIZATION

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The SECI Model

Critique: Example III

Why not consider this case an example on socialization? The new knowledge was a result

of a team effort. Why do we need to classify the case as externalization or socialization? Why not simply call it a case of encouraging

knowledge creation. Since a team is collaborating, then the creation process involves rounds of internalization and

externalization until the new knowledge gets created

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The SECI Model

Example IV

Craft General Foods utilizes data from its POS not only to find out what does and what does not sell but also to create new ways to sell –

that is new sales systems and methods.

COMBINATION

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The SECI Model

Critique: Example IV

Companies have TPSs that collect transactional data. These data would feed

different systems: MISs, DSSs, CRMs, SCMs, as well as data warehouses where the data can be mined. Each system would utilize the data in a different way, thus creating different new

knowledge. Again, the extent to which data is to be

utilized depends on how much a company intends to invest in knowledge creation. Why

do we need to call this combination ?

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The SECI Model

Example V

Asahi Breweries forced a corporate vision on its new-product concept.

COMBINATION

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The SECI Model

Example VI

GE documents all customer complaints and inquiries which can be used by members of a

new product development team to re-experience what the telephone operator

experienced.

INTERNALIZATION

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Conclusions

~ The literature on KM has many gaps~ The SECI model is very famous, yet not robust~ The SECI model adds no value~ KM is about effective and efficient management of the knowledge processes~ KM revolves around generating and sharing rich information~ Many information technologies support rich information~ KM requires proper work environment

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END

MODULE IV