🗊Презентация Knowledge Management

Objectives Define knowledge and describe the different types of knowledge. Describe the activities involved in knowledge management. Describe different approaches to knowledge management. Describe the issues associated with implementing knowledge management in organizations. Describe the technologies that can be utilized in a knowledge management system. Describe the tasks of the chief knowledge officer (СKO) and other personnel involved in knowledge management process. Describe benefits as well as obstacles to knowledge management initiatives

Knowledge Management Structuring of knowledge enables effective and efficient problem solving dynamic learning strategic planning decision making. Knowledge management initiatives focus on identifying knowledge how it can be shared in a formal manner leveraging its value through reuse. Knowledge management can promote organizational learning help solve problems

Knowledge Data are a collection of: Facts Measurements Statistics Information is organized or processed data that are: Timely Accurate Knowledge is information that is: Contextual Relevant and actionable

Transformation process : Data – information- knowledge

Knowledge is a Corporate Asset Extraordinary leverage and increasing returns. Knowledge is not subject to diminishing returns. When it is used, it is not consumed. Its consumers can add to it, thus increasing its value. Fragmentation, leakage, and the need to refresh. As knowledge grows, it branches and fragments. Knowledge is dynamic; it is information in action. Thus, an organization must continually refresh its knowledge repository to maintain it as a source of competitive advantage. Uncertain value. It is difficult to estimate the impact of an investment in knowledge. There are too many intangible aspects. Uncertain value of sharing. Similarly, it is difficult to estimate the value of sharing the knowledge, or even who will benefit most. Expired in time

Knowledge : Explicit knowledge Explicit knowledge (or leaky knowledge) deals with objective, rational, and technical knowledge : Data Policies Procedures Software Documents Products Strategies Goals Mission Core competencies , etc.

Knowledge : Tacit knowledge Tacit knowledge is the cumulative store : of the corporate experiences Mental maps Insights business acumen Expertise Know-how Trade secrets Skill sets Learning of an organization The organizational culture

Knowledge : Knowledge Management System A functioning knowledge management system follows six steps in a cycle dynamically refining information over time : Create knowledge. Capture knowledge. Refine knowledge. Store knowledge. Manage knowledge. Disseminate knowledge.

Knowledge Management Circle

Knowledge Management Initiatives Knowledge management initiatives have one of three aims: to make knowledge visible mainly through Maps yellow pages hypertext to develop a knowledge-intensive culture, to build a knowledge infrastructure

Knowledge Management Continued

Knowledge Management Approaches The process approach attempts to codify organizational knowledge through formalized controls, processes, and technologies frequently through the use of information technologies to enhance the quality and speed of knowledge creation and distribution. These technologies include: Intranets Data warehousing Knowledge repositories Decision support tools Groupware The process approach is favored by firms that sell relatively standardized products since the knowledge in these firms is fairly explicit because of the nature of the products and services.

Knowledge Management Approaches Continued The practice approach to knowledge management assumes that organizational knowledge is tacit in nature and formal controls, processes, and technologies are not suitable for transmitting this type of understanding. Rather than building formal systems to manage knowledge, this approach builds social environments or communities to facilitate the sharing of tacit understanding. The practice approach is typically adopted by companies that provide highly customized solutions to unique problems. The valuable knowledge for these firms is tacit in nature, which is difficult to express, capture, and manage.

Knowledge Management – Information Technology Components of Knowledge Management Systems: Communication technologies - allow users to access needed knowledge and to communicate with each other. Collaboration technologies -provide the means to perform group work. Storage and retrieval technologies (database management systems) - to store and manage knowledge.

Knowledge Management – Supporting Technologies Artificial Intelligence (AI methods: expert systems, neural networks, fuzzy logic, genetic algorithms, etc.) Assist in identifying expertise Elicit knowledge automatically and semi-automatically Provide interfacing through natural language processors Enable intelligent searches through intelligent agents. Intelligent agents are software systems that learn how users work and provide assistance in their daily tasks. Knowledge Discovery in Databases (KDD) is a process used to search for and extract useful information from volumes of documents and data. It includes tasks such as: knowledge extraction data archaeology data exploration data pattern processing information harvesting

Knowledge Management – Supporting Technologies Data mining the process of searching for previously unknown information or relationships in large databases, is ideal for extracting knowledge from databases, documents, e-mail, etc. Model warehouses & model marts extend the role of data mining and knowledge discovery by acting as repositories of knowledge created from prior knowledge-discovery operations eXtensible Markup Language (XML) enables standardized representations of data structures, so that data can be processed appropriately by heterogeneous systems without case-by-case programming.

Knowledge Management : IT Products Most knowledge management software packages include one or more of the following tools: collaborative computing tools knowledge servers enterprise knowledge portals electronic document management systems knowledge harvesting tools search engines knowledge management suites.

fig_10_10 Expertize by Expert Location System (type of KMS )

Knowledge Management – IT Services IT Consulting Firms provide assistance in establishing knowledge management systems measuring their effectiveness Support for vertical market software Application service providers (ASPs) have evolved as a form of KMS outsourcing on the Web. They offering a complete knowledge management solution, including a KM suite and the consulting to set it up.

Knowledge Management – Integration Issues Decision Support Systems (DSS) Artificial Intelligence Customer Relationship Management Systems (CRM) Supply Chain Management Systems (SCM) Corporate Intranets Extranets

Knowledge Management – People Chief knowledge officer’s (CKO) role are to maximize the firm’s knowledge assets, design and implement knowledge management strategies, effectively exchange knowledge assets internally and externally, and promote system use. Chief executive officer’s (CEO) is responsible for championing the KM effort. Chief financial officer (CFO) must ensure that the financial resources are available. Chief operating officer (COO) must ensure that people begin to embed knowledge management practices into their daily work processes Chief information officer (CIO) is responsible for the IT vision of the organization and the IT architecture, including databases, application software, etc. KMS developers are the individuals who actually develop the system KMS staff catalogue and manage the knowledge, train users

Knowledge Management – Metrics Asset-based approach starts with the identification of intellectual assets and then focuses management’s attention on increasing their value. The second uses variants of a balanced scorecard, where financial measures are balanced against customer, process, and innovation measures. Financial Metrics (tangible benefits) Non-Financial Metrics (intangible benefits)

MANAGERIAL ISSUES

MANAGERIAL ISSUES Continued

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