KNOWLEDGE MANAGEMENT (KM) Session # 41

KM Systems to Share Tacit Knowledge To create a cultural environment that encourages the sharing of knowledge, some organizations are creating Knowledge Communities (C of Interest & C of Practice).

KM Systems to Share Tacit Knowledge Community of Interest is an organic and self-organized group of individuals who are dispersed geographically or organizationally but communicate regularly to discuss issues of mutual interest. Interest in Cricket Interest in Global Warming Interest in Global Peace (Green Peace) Interest in Saving the Animals (WWF)

KM Systems to Share Tacit Knowledge Community of Practice is an organic and self-organized group of individuals who are dispersed geographically or organizationally but communicate regularly to discuss issues related to work practices or functional practices: Community of Engineers Community of Marketers Community of Quality Professionals Community of Customer Service Executives Community of HR Managers

Knowledge communities contrasted with other groups Work group Team Knowledge Network (Col) Knowledge community(CoP) Typical size Membership 3 -30 Recruited for job 5 - 8 Recruited for team fit 30 – 300 Self-selecting 15 – 150 Focus Tasks Output Knowledge Exchange Applied Knowledge Goals Explicit,given Mutually agreed Imprecise or Implicit Evolving and Purposeful Boundaries Precise Permeable Fluid Mutually Adjusted

Knowledge Communities Effective Ineffective Clear shared purpose People profiles FAQs Threaded conversations Good moderation Knowledge editing Attention to Process When time constraints Wrong participants No clarity/coherence Wandering ‘off topic’ Off vs. On record clarity No summarizing/FAQs Technology gimmicks

Dimensions for K.S. System Authority Fairness Collaboration Motivation Commitment Mistake tolerance Compensation Participation Competence Partnering Conflict resolution Teams Consistency Truth, openness Cooperation Self-management Creativity Focus Change Risk tolerance Empowerment Innovation

Converting Experience Into Knowledge Action GOAL Compare Action to Outcome Perform a task OUTCOME Feedback, New Knowledge Select Transfer Method Face to Face/Verbal Form New Recipient Knowledge Base

A partial View of a KM System For Knowledge Transfer Knowledge Transfer Knowledge Application KBS Applications KB Customer Services Expert Repositories Knowledge Workers Trainers Knowledge Applications Products Computerized Educational Systems Patents Technology Customer Service Representatives, Sales Field Service

How Knowledge Is Transferred Tacit Knowledge Transfer—Unique in complex, Non algorithmic Projects, where knowledge is mentally stored: TEAM A Team of 11 Specialists TEAM B Team of 18 Specialists TACIT Knowledge Transfer LOCATION: LAHORE LOCATION:KARACHI

Role of Internet in Knowledge Transfer Accommodates Knowledge Exchange and Communication Allows sending messages to multiple persons simultaneously Offers a variety of services Integrates Systems and Networks

Benefits of the Internet Doing business fast Gathering opinions and trying out new ideas Leveling the playing field Providing a superior customer service and support resource Supporting managerial functions, spreading ideas

Prerequisites for Knowledge Transfer Knowledge sharing recognizes personal nature of people’s knowledge gained from experience The myth that “once you build it, they will use it” does not work that well For knowledge transfer to work, it takes change in culture, politics, and attitude

Prerequisites for K. Transfer Ensure that cooperation and collaboration are not competition or internal rivalry Identify what counts and what makes sense Take a close look at the managers and how they view knowledge transfer Assess employee job satisfaction and the stability of the workplace

Inhibitors of Knowledge Transfer Lack of Trust Lack of Time and Conference Places Status of the Knower Quality and Speed of Transfer

Meetings in Collective Sequential Transfer Set agenda Keep it small Invite the right people Facilitate the process Take breaks Socialize Show accomplishments

Knowledge Application Systems: Systems that Utilize Knowledge

Objectives What are Knowledge Application Mechanisms, which facilitate Direction and Routines. To explain Knowledge Application Technologies, which support direction and routines including: Expert Systems Decision Support Advisor Systems Fault Diagnosis (or Troubleshooting) Systems Help Desk Systems.

Summary of Technologies

Case Study: SOS Advisor

Case Study: National Semiconductor Knowledge application system based on the use of case-based reasoning (CBR) technology for product quality assurance. Total Recall, can be viewed as consisting of four components and the Web Client: Application Server: Main server for the Total Recall application. Performs data manipulation and user presentation. Total Recall Database: Maintains all the information related to the testing results of the PQA process. Case Library: A separate database containing CBR representation of cases. CBR Server: The final case library and CBR engine.

Total Recall System Architecture

Total Recall CBR Database

Limitations of Knowledge Application Systems Typically developed to serve a task-specific domain problem, and not integrated with the organization’s enterprise systems. Security: cases may include sensitive information. Scalability: must represent a large enough number of cases May not be able to solve all the problems that come across, in particular, increasingly complex environments

KM PROCESS AND IT FUNCTIONAL SUPPORT INFORMATION TECHNOLOGY KM PROCESS Acquisition/ Creation Storage/ Organization Distribution/ Sharing Application/ Interpretation Search Engines Video Conferencing Data Warehousing Document Management Multimedia Databases Virtual Meetings Brainstorming

KM PROCESS AND IT FUNCTIONAL SUPPORT Continued…. INFORMATION TECHNOLOGY KM PROCESS Acquisition/ Creation Storage/ Organization Distribution/ Sharing Application/ Interpretation GDSS Collaborative Filtering Web Push Technology Expert Systems Automated Helpdesk Electronic Community Case based reasoning

Core Knowledge Services Basic KSS Matrix to Analyze and Compare Different Tool Offerings Knowledge Structure Formal Knowledge Categorized information Structured information Structured text Marked-up text Raw text Audio/Video Implicit knowledge Generate Capture Core Knowledge Services Index/Organize Manage access Use/Retrieve

Infrastructure Services Basic KSS Checklist Used to Analyze and Compare Different Tool Offerings Communication Collaboration Translation Infrastructure Services Workflow Management Intelligent Agents Intranets/Extranets Enterprise Information Portal Packaged Services Business Intelligence Customer Relationship Management

Infrastructure Services Core Knowledge Services KSS Matrix and Checklist for SW Application # 1 Knowledge Structure Communication Formal Knowledge Categorized information Structured information Structured text Marked-up text Raw text Audio/Video Implicit knowledge Translation Infrastructure Services Collaboration Intranet/Extranet Generate Workflow Management Capture Enterprise Information Portal Core Knowledge Services Index/Organize Business Intelligence Packaged Services Manage access Customer Relationship Management Use/Retrieve

Infrastructure Services Core Knowledge Services KSS Matrix and Checklist for SW Application # 2 Knowledge Structure Communication Formal Knowledge Categorized information Structured information Structured text Marked-up text Raw text Audio/Video Implicit knowledge Translation Infrastructure Services Collaboration Intranet/Extranet Generate Workflow Management Capture Enterprise Information Portal Core Knowledge Services Index/Organize Business Intelligence Packaged Services Manage access Customer Relationship Management Use/Retrieve

Infrastructure Services Core Knowledge Services KSS Matrix and Checklist for SW Application # 3 Knowledge Structure Communication Formal Knowledge Categorized information Structured information Structured text Marked-up text Raw text Audio/Video Implicit knowledge Translation Infrastructure Services Collaboration Intranet/Extranet Generate Workflow Management Capture Enterprise Information Portal Core Knowledge Services Index/Organize Business Intelligence Packaged Services Manage access Customer Relationship Management Use/Retrieve

Infrastructure Services Core Knowledge Services KSS Matrix and Checklist for SW Application # 4 Knowledge Structure Communication Formal Knowledge Categorized information Structured information Structured text Marked-up text Raw text Audio/Video Implicit knowledge Translation Infrastructure Services Collaboration Intranet/Extranet Generate Workflow Management Capture Enterprise Information Portal Core Knowledge Services Index/Organize Business Intelligence Packaged Services Manage access Customer Relationship Management Use/Retrieve

Infrastructure Services Core Knowledge Services KSS Matrix and Checklist for SW Application # 5 Knowledge Structure Communication Formal Knowledge Categorized information Structured information Structured text Marked-up text Raw text Audio/Video Implicit knowledge Translation Infrastructure Services Collaboration Intranet/Extranet Generate Workflow Management Capture Enterprise Information Portal Core Knowledge Services Index/Organize Business Intelligence Packaged Services Manage access Customer Relationship Management Use/Retrieve