Knowledge Management The nature of KM A process model for KM KM and KE

Knowledge Management2 What is knowledge management? n Knowledge is seen as a resource n This means for knowledge management taking care that the resource is ä delivered at the right time ä available at the right place ä present in the right shape ä satisfying the quality requirements ä obtained at the lowest possible costs n to be used in business processes

Knowledge Management3 Why is knowledge management different? n Due to specific properties of knowledge: ä intangible and difficult to measure ä volatility ä embodied in agents with wills ä not “consumed” in a process, can increase through use ä wide ranging organizational impacts ä long lead times ä non-rival, can be used by different processes at the same time

Knowledge Management4 Knowledge assets Apply your best knowledge Construct new knowledge Value chain Continuous improvement of knowledge assets

Knowledge Management5 Distribute Create/change Consolidate Combine Application of Knowledge Assets Organization and improvement of care for knowledge

Knowledge Management6 Modes of Knowledge Management n Strategic: ä What are the general changes to the knowledge infrastructure? n Operational: ä Organization the actual implementation and usage of the knowledge infrastructure.

Knowledge Management7 Levels in knowledge management

Knowledge Management8 Knowledge management cycle

Knowledge Management9 Knowledge object level

Knowledge Management10 Four ambitions (Source: Wiig on basis of Deming’s work) Resources Process Every ambition requires specific actions Products & services Innovate products & services 1234 Task execution Task improvement Improve system Use the best available knowledge Acquire new knowledge Acquire knowledge about - process - working environment Acquire knowledge -customers -markets -technology - competition

Knowledge Management11 Conceptualize the knowledge n The Organizational Model is a good starting point for creating a knowledge map. n The Task Model is a good starting point of charting out where the knowledge is used. n The agent model is good for analyzing who owns the knowledge and who uses it. n Knowledge items are central in KM.

Knowledge Management12 Conceptualize: main activities n Inventarization of knowledge and organizational context n Analysis of strong and weak points: the value of knowledge n Should deliver insights which can be used in the next step for defining of and deciding between improvements

Knowledge Management13 Reflect: bottleneck / opportunity analysis n Can be done by using knowledge item descriptions, generic bottleneck / opportunity types: ä time (only available during a limited period, queuing, delay) ä location (not available at the point where needed, delay and communication, “many windows”) ä form (difficult to understand, translation processes, reformulation of knowledge) ä nature (quality of knowledge, heuristic, standardization) ä stability (high rates of change, need to be up dated) ä current agents (vulnerability, carrier can/will leave, few agents listed) ä use in processes (limited re-use, reinventing the wheel) ä proficiency levels (current agents not well skilled, opportunity to “sell” knowledge)

Knowledge Management14 Act: interventions n Management, human resources and culture ä Education and training ä Reward system ä Recruitment and selection ä Management behavior n Jobs & organizational structure ä Staff department knowledge and strategy ä Department lessons learned ä Introduction of a 'buddy' system ä Teams with overlapping knowledge areas ä Out sourcing ä Acquiring and selling organizations

Knowledge Management15 Act: interventions (2) n (Technological) tools ä Intranets & internet for knowledge sharing & Lessons learned architectures ä Groupware-based applications with ‘knowledge’ databases (best practices) ä Decision Support Systems (expert systems, case repositories, simulations) ä 'who knows what' guide (‘knowledge map’) ä Data mining ä Employee information system with knowledge profiling ä Document retrieval systems with advanced indexing & retrieval mechanisms

Knowledge Management16 Knowledge management & knowledge engineering n Organization analysis feeds into knowledge management (and vice versa) n Knowledge modeling provides techniques for knowledge identification and development n Knowledge engineering focuses on common / reusable elements in knowledge work