Sesi 04 km capture & codify
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The document summarizes techniques for capturing tacit knowledge from individuals and organizations. It discusses interviewing experts, observing their work, and having them explain their processes and decisions. Capturing tacit knowledge involves extracting procedural knowledge from experts to create explicit representations like expert systems. It also discusses acquiring knowledge through organizational experiences like mergers or observing other firms. The goal of knowledge capture is to codify the knowledge into tangible, shareable documents and systems to disseminate it more easily within an organization.
Sesi 04 km capture & codify
- 1. KNOWLEDGE CAPTURE & CODIFICATION CHAPTER 4 Kimiz Dalkir 2005 The material used in producing this presentation derived from the book. Several examples added to enrich the student’s understanding Please acknowledge the Authors KNOWLEDGE CAPTURE & CODIFICATION
- 2. THE OBJECTIVE Mengenal istilah dan konsep yang digunakan dalam mempelajari & mengkodifikasi pengetahuan Menjelaskan teknik yang digunakan untuk mempelajari pegetahuan tacit dari sumber utama. Menetapkan peran dan tanggung jawab selama proses pembelajaran dan kodifikasi Menjelaskan pendekatan taksonomi yang digunakan untuk mengkalsifikasikan pengetahuan 09 Nopember 2013 KM Teaching - TELKOM University 2
- 3. PREFACE Pembahasan mengenai cara menangkap pengetahuan dan menyusunnya dengan rapi akan menggunakan siklus KM terintegrasi Knowledge capture/creating Knowledge sharing & dissemination Knowledge acquisition & application Kita menangkap pengetahuan tacit, kemudian disusun menjadi pengetahuan explicit Differences between capture (of existing knowledge) and create knowledge (new knowledge) Capturing is not only about technology 09 Nopember 2013 KM Teaching - TELKOM University 3
- 4. PREFACE 09 Nopember 2013 KM Teaching - TELKOM University 4
- 5. PREFACE 09 Nopember 2013 KM Teaching - TELKOM University 5
- 6. PREFACE Perwujudan dari sumber pengetahuan organisasi (organization memory) adalah: Pengetahuan adalah harta intelektual yang akan berkurang nilainya & kurang berharga jika tidak dipelajari dengan tepat Knowledge is the only sustainable competitive advantage 09 Nopember 2013 • Employee experiences • Tangible data • Knowledge stores inside the company • It has to be spent/used, in order to be valued • It had to be protected, cultivated, shared • The key is to transform the individual knowledge to organization knowledge then to disseminate KM Teaching - TELKOM University 6
- 7. PREFACE To compete effectively, your organization should be like these 09 Nopember 2013 KM Teaching - TELKOM University 7
- 8. PREFACE Do not bring a knife in a gun fight 09 Nopember 2013 KM Teaching - TELKOM University 8
- 9. PREFACE Organization need to possess any knowledge which has value to them in order to increase its agility & ability, and not just the necessary knowledge for current use but also for the future development It must possess ; Learning ability Skills to apply Willingness and courage to learn and to apply 09 Nopember 2013 KM Teaching - TELKOM University 9
- 10. TACIT KNOWLEDGE CAPTURE Individual inside the firms play critical role in acquiring firms knowledge The firms also play significant role for individual knowledge New knowledge – exploration Existing knowledge - exploitation Capturing technique using experts system, Gathering know-how from experts so it can perform like one Using questionnaire, interview, surveys, observations, talk aloud 09 Nopember 2013 KM Teaching - TELKOM University 10
- 11. TACIT KNOWLEDGE CAPTURE 09 Nopember 2013 KM Teaching - TELKOM University 11
- 12. TACIT CAPTURE in Individu/Group Transformation of valuable expertise from knower (expert/document) to knowledge repository Reducing a vast volume of content from diverse domains/sourcdes into a precise, easily useable sets of facts & rules (ex: Reporter, journalist, writer) Expert system (Knowledge Based System): Knowledge engineer interview the experts Produce conceptual model of the critical knowledge Translate the model into computer-executable The goal is to extract & render explicit procedural knowledge that comprise know-how 09 Nopember 2013 KM Teaching - TELKOM University 12
- 13. TACIT CAPTURE in Individu/Group Procedural knowledge, comprise special know-how How to do things How the diagnose How to make decision How to prescribe Declarative knowledge, knowing ‘what’ The major task of knowledge engineer ; Analyzing information & knowledge flow Working with expert to optain information Design & implement expert system 09 Nopember 2013 KM Teaching - TELKOM University 13
- 14. TACIT CAPTURE in Individu/Group The experts responsibiliy ; Explain critical knowledge & know-how Introspective & patient Effective communication skills 3 approaches to knowledge acquisition which have to use simultaneously (Parsaye, 1998) ; Interviewing experts Learning by being told Learning by observation Learning by doing (extra) 09 Nopember 2013 KM Teaching - TELKOM University 14
- 15. TACIT CAPTURE in Individu/Group Interviewing experts Structure interview Interviewer must have strong communication & conceptual skills, and also know the subject Using open (encourage free response) & close questions (limited) 09 Nopember 2013 KM Teaching - TELKOM University 15
- 16. TACIT CAPTURE in Individu/Group Interviewing experts 4 techniques in structure interview Paraphrasing, restating of the perceived meaning of the speaker’s message using own words • The goal is to check the accuracy with which the message was conveyed and understood Clarifying, lets the expert know that the message was not immediately understandable • The goal is the expert clarify the original message so that the interviewer gets a better idea of the intended message 09 Nopember 2013 KM Teaching - TELKOM University 16
- 17. TACIT CAPTURE in Individu/Group Interviewing experts Summarizing, helps the interviewer compile discrete pieces of information and form a knowledge acquisition session into a meaningful whole • The goal is to confirm that the expert’s message was heard and understood correctly. Reflecting feelings, mirrors back to the speaker the feelings that seem to have been communicated. • The goal is to clear the air of some emotional reaction or negative impact of the message 09 Nopember 2013 KM Teaching - TELKOM University 17
- 18. TACIT CAPTURE in Individu/Group Interviewing experts Stories Telling of a happening or a connected series of happenings, whether true or fictitious (Denning, 2001) An organizational story can be defined as a detailed narrative of past management actions, employee interactions, or other key events that have occurred and that have been communicated informally knowledge-sharing stories need to be authentic, believable, and compelling Read the storytelling of IBM on page 87-88, handwritten translation and submit next week 09 Nopember 2013 KM Teaching - TELKOM University 18
- 19. TACIT CAPTURE in Individu/Group Learning by being Told Interviewees express & refine their knowledge Knowledge engineer clarifiy & validate Tools ; Task analysis (job sepcifications & descriptions) Process & protocol analysis (the way knower apply their knowledge) Simulation (model, software, maps, practices) 09 Nopember 2013 KM Teaching - TELKOM University 19
- 20. TACIT CAPTURE in Individu/Group Learning by observations Two expertise Motor-based (operating, conducting) Cognitive expertise (conceptual, analysis) Present the problem, scenario, case to be solved by the experts Knowledge can’t be observed, behaviour & expertise can Using tools such audio & video could increase the successfulness of the process Screen capture, props 09 Nopember 2013 KM Teaching - TELKOM University 20
- 21. TACIT CAPTURE in Individu/Group Other methods ; Ad hoc sessions. Road maps. Learning histories, consists of (1) planning, (2) reflective interviews, (3) distillation, (4) writing, (5) validation, (6) dissemination 09 Nopember 2013 KM Teaching - TELKOM University 21
- 22. TACIT CAPTURE in Individu/Group Other methods ; Action learning. E-learning. Conference Guest speakers Learning from others through business guest speakers and benchmarking against best practices. 09 Nopember 2013 KM Teaching - TELKOM University 22
- 23. TACIT CAPTURE in Individu/Group Hermawan Kartajaya Marketing horizontal Arif Partono Laporan Tugas Perkuliahan 09 Nopember 2013 KM Teaching - TELKOM University 23
- 24. KNOWLEDGE ACQUISITION PHASE 09 Nopember 2013 KM Teaching - TELKOM University 24
- 25. KNOWLEDGE ACQUISITION PHASE Identification • Process of characterizing key problem aspects such as participants, resources, goals, and existing reference materials. Conceptualization • Specifying the key concepts and the key relationships among them in the form of a concept or knowledge map. Codification • Renders the validated content into an explicit form which then be more readily disseminated throughout the organization 09 Nopember 2013 KM Teaching - TELKOM University 25
- 26. TACIT CAPTURE in Organization 4 Major organizational knowledge acquisition (Malhotra, 2000) Grafting Migrations of knowledge between firms (merger, acquisition, alliances) Vicarious learning One firm observing other firm’s demonstration of techniques & procedures 09 Nopember 2013 KM Teaching - TELKOM University 26
- 27. TACIT CAPTURE in Organization 4 Major organizational knowledge acquisition (Malhotra, 2000) Experential learning Knowledge acquisition within the firm by doing & practising it, based on repetition of experiences Refinement & improvement the process (single loop) Inferential process Learning within the firm thru interpretation of event, states, changes, outcomes Deductive & experimental learning, establish causal links between actions & outcomes Double loop changing assumptions & frameworks 09 Nopember 2013 KM Teaching - TELKOM University 27
- 28. EXPLICIT KNOWLEDGE CODIFICATION Proses mengubah pengetahuan ke dalam bentuk tangible/eksplisit (dokumen/arsip) agar dapat disebarkan dgn lebih mudah & murah Masalah terkait kualitas hasil kodifikasi ; Keakuratan - Accuracy Understandability - pemahaman Accessibility - akses Currency – arti penting pengetahuan Credibility - kredibilitas Mengapa harus dikodifikasi? Easily understood, maintained, improved 09 Nopember 2013 KM Teaching - TELKOM University 28
- 29. CODIFICATION TECHNIQUES Cognitive maps Decision tree Knowledge taxonomies Task analysis 09 Nopember 2013 KM Teaching - TELKOM University 29
- 30. CODIFICATION TECHNIQUES Cognitive maps Representation of the ‘mental model’ of a person knowledge Provide good form of codified knowledge Proses berpikir seseorang untuk mengartikan lingkungan mereka yang kompleks Allow expert to construct knowledge mode 09 Nopember 2013 KM Teaching - TELKOM University 30
- 31. CODIFICATION TECHNIQUES Mental Model: Beliefs, ideas, images, and verbal descriptions that we consciously or unconsciously form from our experiences and which (when formed) guide our thoughts and actions within narrow channels. These perceived reality explain cause and effect to us, and lead us to expect certain results, give meaning to events, and predispose us to behave in certain ways. Although mental models provide internal stability in a world of continuous change, they also blind us to facts and ideas that challenge or defy our deeply held beliefs. They are, by their very nature, fuzzy and incomplete. Everyone has different models (differ in detail from everyone else's) of the same concept or subject, no matter how common or simple. http://www.businessdictionary.com/definition/mental-models.html 09 Nopember 2013 KM Teaching - TELKOM University 31
- 32. CODIFICATION TECHNIQUES Jay Wright Forrester defined mental models as: The image of the world around us, which we carry in our head, is just a model. Nobody in his head imagines all the world, government or country. He has only selected concepts, and relationships between them, and uses those to represent the real system. http://en.wikipedia.org/wiki/Mental_model 09 Nopember 2013 KM Teaching - TELKOM University 32
- 33. CODIFICATION TECHNIQUES 09 Nopember 2013 KM Teaching - TELKOM University 33
- 34. CODIFICATION TECHNIQUES 09 Nopember 2013 KM Teaching - TELKOM University 34
- 35. CODIFICATION TECHNIQUES Decision tree Ussualy in form of flowchart, 09 Nopember 2013 Compact & efficient KM Teaching - TELKOM University Support with alternate paths indicating the impact of different decision 35
- 36. CODIFICATION TECHNIQUES 09 Nopember 2013 KM Teaching - TELKOM University 36
- 37. CODIFICATION TECHNIQUES 09 Nopember 2013 KM Teaching - TELKOM University 37
- 38. CODIFICATION TECHNIQUES Knowledge taxonomies Konsep, dipandang sebagai satu kesatuan dari pengetahuan dan keahlian Mengidentifikasi konsep utama Menggambarkan pengaturan konsep pada suatu bidang ilmu tertentu Menjelaskan saling ketergantungan pada satu konsep hirarkis Semakin tinggi letak suatu konsep, semakin umum 09 Nopember 2013 KM Teaching - TELKOM University 38
- 39. CODIFICATION TECHNIQUES 09 Nopember 2013 KM Teaching - TELKOM University 39
- 40. CODIFICATION TECHNIQUES Knowledge taxonomies Sorting techniques ; Manual, automated Sorting card, cluster analysis (method of producing classification from data that initially unclassified 09 Nopember 2013 KM Teaching - TELKOM University 40
- 41. CONCLUSION Capturing knowledge is process of adding value to the original content (restructuring, rewritting) Analysizing & reworking help clarify what organization know & what it need to know 09 Nopember 2013 KM Teaching - TELKOM University 41
- 42. CREDITS & INFORMATION http://www.eknowledgecenter.com/articles/1010/1010.htm http://www.ahg.com/absolutely%20knowledge%20management%20s ystem.htm http://www.prescientdigital.com/articles/content-management/contentmanagement-in-a-knowledge-management-context/ http://www.lc-stars.com/knowledge.html http://peterpaulperez.wordpress.com/2011/04/18/knowledgemanagement-in-the-call-center-industry/ http://www.ugc.edu.hk/tlqpr01/site/abstracts/098_hui.htm http://www.ilo.org/public/english/employment/mifacility/activities/knowl edge.htm 09 Nopember 2013 KM Teaching - TELKOM University 42
- 43. http://www.hcklab.org/research/knowledgemanagement/tacit-explicitknowledge.htm http://www.cognitivedesignsolutions.com/KM/ExplicitTacit.htm http://serbaserbikm.blogspot.com/2010/07/2-macam-tipe-knowledgeyaitu.html http://www.systems-thinking.org/kmbh/kmbh.htm http://www.kmnetwork.com/WhatIsKM.html All figure are from Kimiz Dalkir, 2005, KM Theory & Practices 09 Nopember 2013 KM Teaching - TELKOM University 43
- 44. DRESSED 4 SUCCESS Conduct a brief review after every class. Complete the assigment on time. Prepare and conduct the presentation seriously Pay full attention about what the class discussed Make notes to help understand the lecture. Read & understand the main references/books Look for the other lecture materials from other class Keep 100% attendance 09 Nopember 2013 KM Teaching - TELKOM University 44