Module 6

Essentials of Knowledge Management

Module 6

KM is the explicit and systematic managements of vital knowledge and its associated process of creation, organization, diffusion, use, and exploitation.

Knowledge is the full utilization of information and data, coupled with the potential of people’s skills, competencies, ideas, intuitions, commitments, and motivation.

Organizational knowledge can be defined as understanding of the intrinsic systems and processes that could be employed to take effective action to achieve the orgnal goal.

Essentials of Knowledge Management

Is to defined with respect to Intelligence :- ability to gain and apply knowledge Memory :- to store and retrieve experience at

will Learning :- is knowledge or skill that is acquired

by instruction or study Experience

Common sense refers to inflective opinion of ordinary humans, which comes naturally to a child as young as 3 to 4 years

Knowledge

you are participating in a race. You overtake the second person. What position are you in?

Test your common sense

Take 1000 and add 40 to it. Now add another 1000. Now add 30. Add another 1000... Now add 20. Now add another 1000 Now add 10. What is the total?

Mary's father has five daughters: 1. Nana, 2. Nene, 3. Nini, 4. Nono.

What is the name of the fifth daughter?

Shallow and deep –Minimal Understanding, years of experience

Knowledge as know –how- practical Knowledge Common sense as knowledge-set personal

experience and facts acquired over time Reasoning and heuristics-one concept to other ,

reasoning with facts Procedural Knowledge to episodic Knowledge-

how to carry out procedure, experimental information based on long term

Explicit and Tactic Knowledge

Types of knowledge

Tactic knowledge is knowledge embedded in the human mind through experience and jobs.

It includes intuitions values, beliefs, real life experience

Explicit Knowledge is codified and digitized in books, documents, reports, white papers, spreadsheets , memos, training courses

Explicit and Tactic Knowledge

Knowledge creation

Knowledge acquisition

Knowledge organization

Knowledge Sharing

Knowledge Renewal

Organizational knowledge creation process

Knowledge Creation

Initial knowledge

A job is performed by a team

New knowledge to reused by the team for next

job

Knowledge captured and coded usable

by others

Outcome is realized

Outcome is compared to

action

New experience

and /or obtained

An applied ‘brain drain’

Transfer of problem solving expertise from some knowledge source to a repository

Capturing is crucial for the building as well

as effectively using organizational information

Knowledge acquisition /capture

On site observation Brain storming Electronic brainstorming Protocol analysis Repertory Grid Delphi method Nominal group techniques Concept mapping Node Black board

Knowledge acquisition techniques

Refers to design and development of knowledge repositories

Ensures easier retrieval , creation and sharing of knowledge

It includes Indexing:- keywords Abstracting :- concrete/conceptual Cataloguing :- sorting /classification Records management Bibliography

Knowledge organization

Knowledge sharing

Vocational reinforcers

Attitude Work Norms

Company polices and strategies

Knowledge

sharing Organizational

culture

Personality

The process used to create, communicate and apply Knowledge results in the generation of new Knowledge and resultant expansion of the organization Knowledge base

This cycle transform data into information which is enhanced and converted into knowledge whose application creates new data and information thereby repeating the cycle

Knowledge Renewal

• Team meeting and discussion

• Dialog within team

• Answer questions

• Email report • Learn from

reports

Tacit to tacit

(socialization)

Tactic to Explicit

(externalization

Explicit to

Explicit (communi

cation

Explicit to Tactic internaliz

ation

Nonaka’s Model of Knowledge creation & transformation

People

Technology Content

Knowledge management architecture

In this age of information, knowledge is the most important factor in the long-term

success of both an individual and an organization. In fact,

Knowledge Management Architecture

It is believed that the only source of competitive advantage in the future will be the knowledge that an organization contains and an organization’s ability to

learn faster than the competition.

With knowledge taking on increased importance, it makes sense that there is an

opportunity to create competitive advantage by effectively managing its storage and use.

An effective knowledge management architecture creates competitive advantage by bringing appropriate knowledge to the point of action during the moment of need.

Employee turnover is also reduced because a large portion of the knowledge and expertise acquired by the employee is captured in the knowledge base

A successful knowledge management architecture must be:

•  Available (if knowledge exists, it is available for retrieval)

•  Accurate in retrieval (if available, knowledge is

retrieved) •  Effective (knowledge retrieved is useful and correct)

•  Accessible (knowledge is available during the time of need)

THE ARCHITECTURE’S CHARACTERISTICS

This is an area that falls under the purview of traditional library services.

Successful knowledge management architecture must leverage these services and their lessons learned.

Outside knowledge resources must be evaluated and tapped.

Knowledge Available for Retrieval External knowledge.

At the source of where most knowledge is created — the corporate word processing application — replace the standard Save command with an applet that automatically prompts the user to see if he/she would like to add the document to the knowledge base.

If the employee agrees, the document is saved to both the file location of his/her choice and the knowledge base with the click of a button

Accurate retrieval of documents is critical to the success of any knowledge architecture.

If a search for knowledge comes up consistently empty or not relevant, the user will usually look for another method to find information

Accurate in Retrieval

Making the knowledge internal to an organization available is a more difficult task because the knowledge available is not already in the form of a finished product.

Internal knowledge.

Advanced technology can make a large, positive impact in this area.

The challenge of making knowledge that exists in the heads of individual knowledge workers available to an organization is tackled by creating a pervasive sharing infrastructure and culture

The knowledge available in a knowledge base must be of a high quality for the knowledge base to be successful. If the quality of the knowledge in the knowledge base degrades, employees will stop using it as a source of knowledge

Effective Knowledge

The knowledge in an effective knowledge management architecture should be available during the time of need. By basing the client side of the architecture on open Web technologies, the architecture will be able to leverage the mobile capabilities of IP-based Web technology

Accessible Knowledge

The use of an effective knowledge architecture enables an organization to start on the path to becoming a learning organization. Effective knowledge propagates rapidly throughout the organization.

Tell me about yourself. * What are your strengths? * What are your weaknesses? * What kind of personality do you work best with

and why? * Why do you want this job? * Where would you like to be in your career five

years from now? * Tell me about your proudest achievement. * If I were to give you this salary you requested but

let you write your job description for the next year, what would it say?

How would you feel about working for someone who knows less than you?

* Was there a person in your career who really made a difference?

* What’s your ideal company? * What attracted you to this company? * What are you most proud of? * What are you looking for in terms of career

development? * What do you look for in terms of culture —

structured or entrepreneurial?

1. Entomology is the science that studies A. Behavior of human beings B. Insects C. The origin and history of technical and

scientific terms D. The formation of rocks

Testing your intelligence & Common sense

2. For which of the following disciplines is Nobel Prize awarded?

A. Physics and Chemistry B. Physiology or Medicine C. Literature, Peace and Economics D. All of the above

  Exposure to sunlight helps a person improve his health because

A. the infrared light kills bacteria in the body

B. resistance power increases C. the pigment cells in the skin get

stimulated and produce a healthy tan D. the ultraviolet rays convert skin oil into

Vitamin D

Chlorophyll is a naturally occurring chelate compound in which central metal is

A. copper B. magnesium C. iron D. calcium

Which of the following is used in pencils? A. Graphite B. Silicon C. Charcoal D. Phosphorous

  Galvanised iron sheets have a coating of A. lead B. chromium C. zinc D. tin

Change is the single most thing happening in the world of commerce

Those organizations and people who do not see it coming or, are not prepared for managing it when it happens, get left behind

How to build a Knowledge Corporation?

Anticipating change and leveraging your leadership skills and that of the organizational resources is a fine art that can be ably aided by KM.

The major input for KM has come from the accelerating rate of change in the business world.

How to build a Knowledge Corporation? (contd.)

When change occurs, whether external or internal to an organization, people need new knowledge to do their work.

What they knew before becomes obsolete. When change comes rapidly, the organization

cannot rely on its old informal ways of gaining and trans-ferring knowledge.

How to build a Knowledge Corporation? (contd.)

KM has enabled many organizations of worldwide repute to comprehensively change their approach and service delivery capability, both towards their internal employee community and towards external stakeholders

Knowledge is being built about vital processes and practices

How to build a Knowledge Corporation? (contd.)

Some of the companies that have undergone changes and leveraged these changes to build stronger companies are:

(1) HP; (2) IBM; (3) Intel; (4) AT&T; (5) Ports of Singapore and Seattle; (6) Warner Brothers studios

How to build a Knowledge Corporation? (contd.)

The techniques requisite to achieve the core knowledge management processes, the associated methodologies for implementation as well as the tools are presented here.

Tools mentioned here are most commonly used one in most of the organization.

Today World wide Web is a distributed hypermedia system available internationally through the internet.

It provides general purpose client server technology which supports interaction through documents with embedded graphic user interface

KM Techniques, Systems, And Tools

Knowledge Creation Organizational Knowledge Mapping

techniques Organizational Knowledge acquisition

techniques Organizational Knowledge Indexing Organizational Knowledge Processing Knowledge Processing Organizational Knowledge

Dissemination

Implementation Process of KM

There are three creation techniques employed by organizations:

Knowledge Networks Organizational Knowledge ecosystem:

a knowledge ecosystem can be constructed as a tri-layered network comprising of the following:

People network Knowledge network Technology network

Knowledge Creation

Organizational network analysis: It is an Object-Oriented model of an organization With objects such as

people, teams, and technologies interlinked, sending messages to each other and invoking their respective methods

to accomplish the organization goal. 

An escalating rate in the growth and diversity of Knowledge and information

The fragmentation of discipline

An increase in professional mobility

The lack of any formal framework which explicitly represents the collective K base.

Core implementation issues

K mapping represents the ongoing question within an organization.

to help discover the location, ownership, value and use of K artifacts,

to learn the roles & expertise of people to identify constraints to the flow of K and to highlight opportunities to leverage

existing k.

Organizational knowledge Mapping Techniques

K mapping is an important Practice consisting of surveys, audit, and syntheses.

It aims to track the acquisition and loss of information and Knowledge

It maps how K flows throughout an organization.

It is a navigational aid to explicit (codified) information and tacit knowledge, highlighting the importance and relationship between knowledge stores and dynamic.

It highlights: Location, ownership, validity, access

rights etc. Organizational documents Boundary objects Explicit and tacit Knowledge

Knowledge Maps

Encourage reuse of organizational knowledge and prevent re-invention

Highlights islands of expertise Discover effective and emergent communities of

practice Provide a baseline for measuring progress Reduce the burden on experts by helping staff to

find critical information quickly Improve customer response Highlights opportunities for learning Research for designing a Knowledge architecture. Provide an inventory and evaluation of

intellectual capital.

Organizational Benefits of K maps

K mapping technique is dependent on the understanding of the organizational knowledge structures and the mediums of representations appropriate to these structures.

It also depends on the need for a shared network of developers and users that would interact in advancing the techniques.

Implementation methodology

A general organizational map is constructed of four interconnected representational spaces as mentioned below:

Dialogue space: An area for free exploration, notation and diagramming that helps Organization knowledge mapper to question or clarify intents, identify justification, categories the key construct and explore the possible relationship between constructs. Brain storming etc can be used.

  2. Construct- Relation space: Here each of the

construct developed in the dialogue space is formally defined and described

.e.g infn about the author of construct etc.

Knowledge Map construction

3. Operational space: Here the constructs defined above are represented, located, combined, classified. It shows the evolving map of the overall orgn.

4. Interpretive space: The additional K that may required by the user to understand the map created in the operational space is introduced or additional references are provided through the interpretive space.

1.Visual Concept is a “visual thinking software”; providing a medium for all kinds of creative and systems thinking.

Advantages of this software: It enhances the structuring of thoughts to write

essays It serves as a medium for involving others in

sharing infn and for thinking together It helps to access the full power of an individual’s

mind. It can be used to access Knowledge repositories

and to enhance organizational thinking. 

 Knowledge Mapping tools

2. Concept mapping: are tools for organizing and representing Knowledge. They include concepts – usually enclosed in circles or boxes of some type – and relationship between concepts or proposition, indicated by a connecting line b/w two concepts.

Key concepts a regularity in events or objects, or records of events or objects, designated by a label.

Propositions are statements about some object or events in the event considered. They contains two or more concept connected with other words to form a meaningful statements.

Implementation methodology: Organizational Knowledge Acquisition

methods assists in the standardization of the requirements of an organization and make this process as cyclic.

Methods ranges from informal techniques like user observation

Organizational Knowledge Acquisition / capture

Methods ranges from informal techniques like user observation through common methods such as interviews, questionnaires, and workshops to more formal techniques and deployment of collaborative tools within the orgn.

Hold short duration seminars on key organizational processes and procedures, technology advancements etc.

It is work-process-oriented  

KA techniques

Organization culture is as important as tool to aid effective KA & capture within an orgn.

The rise of internet & related technologies has contributed to the requirement of a new level KA tools.

Programs from Alta Vista to Yahoo and Google Search have designed.

Grapevine, an KA tool uses a chart and other components to add value to information to individual basis, promoting KA and K transfer.

KA tools

The software tools used to generate indexes come in many flavors and varieties. The techniques depends on variables such as budget, reusability, time constraint, media used to publish the material, File size and transfer issues, and individual preferences.

Organizational Knowledge indexing tools

Standalone tools Embedding tools Tagging tools Key wording Weighted-text search tools Automated indexing software

Methodologies for indexing

Innovation is the key to competitive advantage. Innovation begins by empowering an org’s employee through learning, sharing K, and collaborations.

OK whether created, acquired, captured needs to be stored, structured or organized and processed or analyzed before it can passes on to the OK base for dissemination through organization.

Organizational Knowledge Processing

Document Management System Database Management System- this

consist of four components: Data Hardware Software Users Data Warehouse- is a collection of data in

support of management’s decision-making process that is subject-oriented, integrated, time-variant, and nonvolatile.

Techniques of KP

DBMS provide access to the data stored but this was only a small part of what could be gained from the data.

Traditional on line transaction processing systems(OLTP) are good for inserting data into databases quickly, safely, and efficiently but are not good at delivering meaningful analysis in return.

Analysis of data can provide further knowledge about a business

Data mining or Knowledge Discovery in Databases(KDD) provides an orgn with more benefits in data analysis.

Knowledge analysis

Data mining Online analytical Processing  Data mining- Is the search for

relationships and global patterns that exists in large databases but are hidden among the vast amount of data, such as a relationship temperature of a room and the productivity of the employee.

Knowledge analysis techniques

The mining process begins with the raw data and terminates with the extracted knowledge acquired as a result of the foll. Stages:

Selection Preprocessing Transformation Data mining Interpretation and evaluation

Data mining Process

It is an increasingly popular technology, that can dramatically improve business analysis, but characterized by expensive tools, difficult implementation, inflexible deployment.

Microsoft has developed a solution. Microsoft SQL Server OLAP Service is a fully featured

OLAP capability that is components of Microsoft SQL Server version 7.0 as well as SQL Server version 2000.

OLAP services includes: a middle-tier server that allows users to perform

sophisticated analysis on large volumes of data with exceptional performance.

PivotTable service allows user to conduct analysis while disconnecting from the corporate network.

Online analytical Processing

There are three main barriers to sharing Knowledge: Temporal, spatial, and Social distance.

Tools can be used to overcome these barriers

Time can also be a barrier – historical and current

Organizational knowledge dissemination

Groupware and similar Internet-based tools allow individuals to create virtual spaces to carry on conversation regardless of time and distance, work on documents, create virtual libraries and knowledge bases, and coordinate activities from remote locations.

Conferencing

Organizational knowledge dissemination techniques

If a peanut falls from a tree when the wind is blowing north, where will it land?

  North for sure! On the ground? Peanuts don`t grow on trees!  

If a red house is made of red bricks, a blue house is made of blue bricks, and a yellow house is made of yellow bricks.... What is a green house made of?  

Green bricks Glass Not enough information to answer    

Silverville has a red house, blue house, purple house, and a green house. But where is the white house?  

D.C. Silverville! Not enough information

A farmer has 33 cows. But a lightning bolt kills 10 of them. How many does the farmer have?  

23 43 33