Knowledge Management
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The document provides an overview of knowledge management (KM), emphasizing its importance in managing both explicit and tacit knowledge within organizations. It outlines key elements such as culture, technology, and processes required for effective KM, along with obstacles to knowledge sharing and strategies to promote collaboration. Additionally, it highlights the necessary support systems, tools, and community-based approaches to enhance knowledge transfer and usage in a corporate environment.
Knowledge Management
- 1. Knowledge ManagementKnowledge Management Israeli Chamber of Information Systems Analysts December 5th , 2001 Shimon Barak
- 2. AgendaAgenda Knowledge Management – What it is? What it is not? Some issues in implementing KM Enterprise Portal Communities Tools ...
- 3. When you say KM, you mean:When you say KM, you mean: Knowledge Management? – Remember: it is about knowledge but about management also Information Management? – Information before Knowledge Document Management? – To begin with A big repository of everything with a search engine on top of it? - Will you get the result you wanted? A Web site with links (Portal or not)? – Let be organized
- 4. What is Knowledge We have a knowledge about a subject when we know the subject ourselves or we know where we can find information about it. Knowledge is about connecting people that need information to people that have this information
- 5. KM involves:KM involves: Collaboration Processes Incentives Change Mngt Culture Best Practices Communities Portal Search Taxonomy Knowledge Management ...... ...... Content Mngt
- 6. Do we know what we know? “If only we knew what we know, we would be three time as profitable.” HP CEO Lew Platt
- 7. KnowledgeKnowledge Explicit / TacitExplicit / Tacit KnowledgeKnowledgeKnowledgeKnowledge Explicit = 10%Explicit = 10% Tacit = 90%Tacit = 90% Tacit knowledge is the unspoken expertise of individuals and teams (courses, experience, ideas….) Tacit knowledge is the unspoken expertise of individuals and teams (courses, experience, ideas….) Explicit knowledge is shared or codified (Internet, documents, help, e-mails…) Explicit knowledge is shared or codified (Internet, documents, help, e-mails…)
- 8. Where is the Information? E-mail VoiceFax News Documents, graphics, presentations Web Sites Databases Explicit KnowledgeExplicit Knowledge Tacit KnowledgeTacit Knowledge Insights Wisdom ??
- 9. Biggest Problem We FaceBiggest Problem We Face Information Overload
- 10. IT as the Sorcerer’s Apprentice Thanks to IT, Information and knowledge have moved from scarcity to abundance but more is not necessary better Our personal time and attention has become the critical resource of the knowledge economy and therefore needs to be carefully allocated But IT still sees its role primarily as delivering more power, more bandwidth, more data thereby making the problem worse
- 11. Explicit Knowledge- Dangers! Abundance of information Information not updated Hard to reach the right information Every site look different People don’t know about existing information
- 12. Knowledge ManagementKnowledge Management Must change with the timesMust change with the times Qualifications THE VIRTUAL EMPLOYEE OTHER EXPERIENCED EMPLOYEES FIELD SUPPORT PERSONAL FILES ELECTRONIC KNOWLEDGE BASES Skill sets Insights Tools and diagnosticsConsistent methodologies AlliancesCorporate learnings THE “EXPERT” Analytics Diagnostics Lessons Learned Information Presentations Reports Private Network Tacit Knowl edge The old model of “Knowledge is Power Lone Ranger” with personal expertise The “virtual employee” -- access knowledge anytime, anywhere
- 13. Obstacles to Knowledge SharingObstacles to Knowledge Sharing Corporate Culture Change No Time / People/ Budget ()זאת No Knowledge Strategy NIH - Not Invented Here Syndrome Employee recalcitrance
- 14. Why people are ready to share?Why people are ready to share? Reciprocity – If I share, people will share with me and it will help me to know more Repute – If I share, people/managers will know me... and it will help me to be promoted Altruism – I am always ready to help. (yes, there are some strange people)
- 15. Knowledge OrientedKnowledge Oriented ProcessesProcesses E-mail Document Management Internet Intranet (Undernet) Help Desk
- 16. KM GoalKM Goal “Bringing the right information to the right people on the right media at the right time” “Bringing the right information to the right people on the right media at the right time” RightRight InformationInformation RightRight InformationInformation Right PeopleRight PeopleRight PeopleRight People Right MediaRight MediaRight MediaRight Media Right TimeRight TimeRight TimeRight Time Short, long, deepShort, long, deep Managers, programmers, technical people, marketing people, ... Managers, programmers, technical people, marketing people, ... Intranet, e-mail, phone, person, meetings, ... Intranet, e-mail, phone, person, meetings, ... Immediately, good to know Immediately, good to know
- 17. The 3 Elements of KnowledgeThe 3 Elements of Knowledge InfrastructureInfrastructure Corporate Knowledge Infrastructure 1. Culture For a knowledge sharing environment 1. Culture For a knowledge sharing environment 2. Technology Hardware, software, network, etc. 2. Technology Hardware, software, network, etc. 3. Processes Knowledge reliant business processes 3. Processes Knowledge reliant business processes
- 18. KM CultureKM Culture Corporate Management Support KM Steering Committee Corporate KM Team Spending Time on KM Incentives Communities of Interest
- 19. CKOsCKOs –– Who are they?Who are they? Evangelists – Have the passion, believes that KM is the answer Entrepreneurs – Driven to build something new, willing to take risks Persuaders – Use the arts of influence: reciprocity, commitment, consistency and gentle deference Communicators – Pursue multiple means of communication: meetings, newsletters, e-mails, one-to-one conversations... IT Savvy – Understand the capabilities of IT
- 20. A PortalA Portal –– What we need?What we need? Personalization Search Categorization Site Map Push Pull Subscribe and Alerts Security Content Management Application integration
- 21. KM ProductsKM Products Sharepoint Broadvision Web Sphere Oracle Plumtree Vignette Brio Commugen ... (Babylon)
- 22. CommunitiesCommunities Communities of Interest/ Practices People who: – Have a same interest – Trust each other – Have a place to collaborate Virtual places – E-mail, discussion groups, chat, collaboration products... Physical places – Meetings, conferences, phone, ...
- 23. The Knowledge Transfer in a Conference The conference The Participants The central team The central teamto the participants The participants to the central team The participants between them
- 24. Building a ServiceBuilding a Service Who needs it? – They really need it? Who asked for it? – Are they the right people to ask for it? High Management approval – Is it according to the company business targets? Who will update the information? – Think again! Are you sure? Who will use the information? – Think again! Is it what they want?
- 25. Building the best serviceBuilding the best service –– They donThey don’’tt use it. Why?use it. Why? They didn’t participate in the design and were not in the loop. They don’t have the time It is not friendly enough Bad response time It is not within the environment they use to work in “The token didn’t fall” Change Management ....
- 26. ImplementationImplementation Explain what KM is Ensure participants Ensure updated information Ensure that people share their knowledge Ensure that people use the knowledge Help if needed
- 27. Change ManagementChange Management People Processes Technology
- 28. What have we learned?What have we learned? See the big picture, begin small with an appropriate service which can be a good example for others. Show working services. Not everything can be written in documents. Put links to experts, allow collaborations, meetings… KM is not only technical (needs culture and processes) but no KM without a technical environment (Enabler). Use counselors – but … Push , Push & Push. Don’t give up. “Show your enthusiasm” (Larry Prussak)
Editor's Notes
- #7: An organization has a number of people. The organization learns through’ their people. If the person who has gained an important knowledge over time is not sharing it with his/her colleagues, then the others will not have the ability to do things. That person end up reinventing the wheel , wasting lot of time, energy, and money. Of course, it is not productive. Collectively, if we do not have a system to manage and share the knowledge then we won’t know what we know. If a person leaves, then the knowledge goes along with that person. To build an effective organization and to increase the productivity we need to manage our most valuable resource: that’s our knowledge.