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Knowledge Management in Higher Education A case study in a Large Modern UK University As part of class activity for  WMGA6316 Knowledge Management: Tools and Techniques  University Malaya Prepared by: Jennifer L. 2010 Review from article by Anne Slater and Robert Moreton http://www.springerlink.com/content/p2231701420k3mn7/
Objectives of Review Find article related to Knowledge Management (KM) implementation in fields/areas other than IT and Computer Science Review on the following: How it was prior to KM implementation and after implementation Methodology used Problems encountered in implementation
Background Study University is considered centers of knowledge, inevitably display a “significant level of knowledge management activities” – however it does not necessarily provide cohesive and integrated model Analysis of current structure and practices in IT Services Department at University of Wolverhampton – by interviewing key staff and by reviewing published strategic priorities Feb 2002: the department introduced a long-term framework of strategic and operational priorities for IT services – acknowledge that priorities of the University changes over time Using a generic approach, practices and beliefs are identified to develop a cohesive and effective KM strategy A set of guidelines for developing KM in IT services is presented – a product of the current strategic priorities and indicate how KM practices improve current performance and inform future initiatives/ideas
KM Approach Identify business goal/objective Create awareness that KM principles influence initiatives that had been implemented in the department Experience showed most successful when the aim is to improve specific process  Identify existing knowledge Projects initiated to develop the quality of skills and services within department Create new knowledge Nominate an Information Coordinator to manage information within department Encourage staff to provide information/resources to be published in the intranet
KM Approach (cont.) Share knowledge Project to identify lines of communication within department by mapping links between teams, identify failed communication and proposed recommendations Positive feedback from staff regarding the information provided on the intranet Encourage staff to collaborate and share knowledge and experience to provide a seamless and effective service Utilize and retain knowledge Technology is essential for KM strategy in term of storage, distribution and access Challenge: coordinate and integrate various systems to reduce time spent on maintenance and support and to create a central knowledge repository Identification and documentation of Best Practice – key for retain and reuse knowledge Produce Guidance Notes: common practices by individual staff with acknowledged expertise Measure knowledge RMS Inventory Project initiated to improve reporting functions for Service Desk – to identify trends and requirements to establish flexible and proactive service
Implementation Issues Only a brief period of relevancy of guidelines due to rapid changes within the department and University Audit of KM capabilities – 3 KM analysis modules were evaluated – provide useful focus Lack of formal guidelines, organization is compelled to spend a lot of time and resources for research or employ consultancy services which are expensive – can lead to ultimate failure for implementing successful and practical KM solutions IT Services Director is committed to pursuing recommendations in the guidelines – their entirety as a means of improving KM within department
Key Success Factors Creating a trusting and open environment that encourages sharing of knowledge with appropriate rewards and recognition Realize potential knowledge and expertise that already resides with their employees Implement methods to retain knowledge for the benefit of organization Technology plays a critical role in facilitating solutions to knowledge requirements, enabling employees to access required information efficiently
The End Disclaimer: These slides represent my personal understanding of the article and may not be entire accurate as this is only a part of a class activity for learning purpose.  Acknowledgement is given to the original authors as most of the words presented here are quoted directly from the article.  Thank you

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KM in Higher Education by Anne S. & Robert M.

  • 1. Knowledge Management in Higher Education A case study in a Large Modern UK University As part of class activity for WMGA6316 Knowledge Management: Tools and Techniques University Malaya Prepared by: Jennifer L. 2010 Review from article by Anne Slater and Robert Moreton http://www.springerlink.com/content/p2231701420k3mn7/
  • 2. Objectives of Review Find article related to Knowledge Management (KM) implementation in fields/areas other than IT and Computer Science Review on the following: How it was prior to KM implementation and after implementation Methodology used Problems encountered in implementation
  • 3. Background Study University is considered centers of knowledge, inevitably display a “significant level of knowledge management activities” – however it does not necessarily provide cohesive and integrated model Analysis of current structure and practices in IT Services Department at University of Wolverhampton – by interviewing key staff and by reviewing published strategic priorities Feb 2002: the department introduced a long-term framework of strategic and operational priorities for IT services – acknowledge that priorities of the University changes over time Using a generic approach, practices and beliefs are identified to develop a cohesive and effective KM strategy A set of guidelines for developing KM in IT services is presented – a product of the current strategic priorities and indicate how KM practices improve current performance and inform future initiatives/ideas
  • 4. KM Approach Identify business goal/objective Create awareness that KM principles influence initiatives that had been implemented in the department Experience showed most successful when the aim is to improve specific process Identify existing knowledge Projects initiated to develop the quality of skills and services within department Create new knowledge Nominate an Information Coordinator to manage information within department Encourage staff to provide information/resources to be published in the intranet
  • 5. KM Approach (cont.) Share knowledge Project to identify lines of communication within department by mapping links between teams, identify failed communication and proposed recommendations Positive feedback from staff regarding the information provided on the intranet Encourage staff to collaborate and share knowledge and experience to provide a seamless and effective service Utilize and retain knowledge Technology is essential for KM strategy in term of storage, distribution and access Challenge: coordinate and integrate various systems to reduce time spent on maintenance and support and to create a central knowledge repository Identification and documentation of Best Practice – key for retain and reuse knowledge Produce Guidance Notes: common practices by individual staff with acknowledged expertise Measure knowledge RMS Inventory Project initiated to improve reporting functions for Service Desk – to identify trends and requirements to establish flexible and proactive service
  • 6. Implementation Issues Only a brief period of relevancy of guidelines due to rapid changes within the department and University Audit of KM capabilities – 3 KM analysis modules were evaluated – provide useful focus Lack of formal guidelines, organization is compelled to spend a lot of time and resources for research or employ consultancy services which are expensive – can lead to ultimate failure for implementing successful and practical KM solutions IT Services Director is committed to pursuing recommendations in the guidelines – their entirety as a means of improving KM within department
  • 7. Key Success Factors Creating a trusting and open environment that encourages sharing of knowledge with appropriate rewards and recognition Realize potential knowledge and expertise that already resides with their employees Implement methods to retain knowledge for the benefit of organization Technology plays a critical role in facilitating solutions to knowledge requirements, enabling employees to access required information efficiently
  • 8. The End Disclaimer: These slides represent my personal understanding of the article and may not be entire accurate as this is only a part of a class activity for learning purpose. Acknowledgement is given to the original authors as most of the words presented here are quoted directly from the article. Thank you