Knowledge Management Essentials

Dr.-‐Ing.
Amalia
Suzianti
Department of
Industrial
Engineering
suzianti@eng.ui.ac.id,
suzianti@ie.ui.ac.id
Where the Science of Engineering and Management Blends
Connectivity
focus
Co-‐creation
of
value
Comprehensive
end-‐to-‐end
solution
Industrial Engineering Program with Service Systems Engineering Paradigm
Essentials
of
Knowledge
Management

Agenda
• KM
Importances
• Types
of
Knowledge
and
Knowledge
Conversion

Process
• KM
Processes
• Four
Pillars
of
KM
• KM
Tools
and
Technology
Framework

Why
do
we
need
to
manage
knowledge?
Increasing
market
place
Reductions
in
staffing

Competitive
pressures

Time
available
diminished
Early
retirements
and
increasing
mobility

Manage
increasing
complexity
Changes
in
strategic
direction
…
Knowledge
based
Economy

Knowledge
Conversion
Processes:
SECI
Model

KM
Processes
Traditional Knowledge

Based
Economy

Four
Pillars
of
KM
(Uriarte
2008)
Management and Organisation
Infrastructure
People and Culture
Content management System

Four
Pillars
of
KM
1. Management and organisation
The first and most important pillar of knowledge management is the
commitment at the highest levels of management.
The commitment from top management can come in two ways. Firstly, the
managers at the highest levels should serve as role models by sharing and
using knowledge themselves.
Secondly, a structure to support knowledge management should be
implemented, including financial, technological and human resources. One way
is to create a knowledge management department and designate a Chief
Knowledge Officer (CKO).
Another aspect of the management-organization pillar is the management
of the value chain, which is a critical enabler for knowledge management. The
concept of value chain arises from the fact that organizations do not exist in
isolation. They form links joined together in value chains. In these value
chains every organization has customers while at the same time being a
customer of other organizations. Every organization has to manage the
organizational knowledge relating to its customers and suppliers. Such
knowledge is generally referred to as customer knowledge, which must be
generated, organized, shared and applied – in other words, managed. The
main enabling practice with regard to this type of knowledge is customer
relationship management.Effective management requires that a rich
relationship with customers should be firmly established. In terms of the
knowledge management process, this means making sure that the preferences
of customers and the feedback that they provide are known to all the relevant
persons within the organization.

Four
Pillars
of
KM
2. Infrastructure
All knowledge management systems require a certain level of
technology and infrastructure support to be effective. As
business processes become increasingly complex, knowledge
management can be fully implemented only when appropriate
information and communication technologies are available. An
adequate ICT infrastructure is needed in order to better create,
organize, share and apply knowledge.
In any knowledge management system, three principal
technology infrastructures are needed. These are: firstly, the
technology infrastructure needed to organize content;;
secondly, the technology infrastructure needed to search
information, once organized;; and thirdly, the technology
infrastructure needed to locate appropriate expertise.

Four
Pillars
of
KM
3. People and Culture
People and culture as an enabler ofknowledge management
requires three important elements. These are: (a) the
redefinition of organizational structure, (b) the
corresponding human resource practices, and (c) a
consistent organizational culture.
The first element, organizational structure, determines the
manner by which decision is made as well as the accountability
for material and human processes and resources.
The second element, human resources management practices,
includes acquiring (recruitment), enabling (training), evaluating
(performance measurement), developing (career management)
and rewarding (compensation) the knowledge workers.
In order for the third element – a consistent organizational culture
– to flourish, it is important to create a climate of trust and an
environment of openness where continuing learning and
experimentation are valued, appreciated and supported by
everyone in the organization.

Four
Pillars
of
KM
4. Content management system
Content management systems include information assets both
internal and external and systems that support the creation and
administration of digital information. To ensure the proper
functioning of the knowledge management system, programs for
managing the content of web sites should be developed and
implemented. At the same time, the roles and responsibilities for
maintaining and updating content should be clearly delineated.
There should also be a way to allow “authors” or “contributors” to
provide new content in the form of articles. Content
management systems also include some concepts of
workflow for target users which define how content is to be
routed around the system.

KM
Tools
and
Technology
Framework

Everybody
is
a
genius.
But
if
you
judge
a
fish
by its

ability
to
climb
a
tree,
it
will

live
its
whole
life
believing

that
it
is
stupid.
(Anonymous)
Be
different
…
a
better
different

Knowledge Management Essentials

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