MT541 Organisation & Management in the Networked Era The Art & Science of Knowledge Management

KM Overview The nature of ‘Knowledge’ - definitions & typologies What is ‘Knowledge Management’? Why ‘manage’ knowledge? Process / Stages of KM KM Architecture KM Tools, Technologies and Techniques KM Strategies KM and HR KM, Culture & Environment Implementation

KM: Socio-technical Perspectives Definitions & Typologies of Knowledge & KM Conceptual Perspective Architecture & Stages of KM Process Perspective KM Tools, Technologies & Techniques Technology Perspective Structure, Culture & Environment Organisation Perspective Strategy, Leadership, Resources & HR Policies Management Perspective

CONCEPTS... What do we mean by ‘Knowledge’? Data? Discrete, objective facts about events Information? Data with relevance/meaning ….contextualised, categorised, condensed... Knowledge? Familiarity, awareness, or understanding gained through experience or study “We know more than we can say” Polanyi, M. (1966) The Tacit Dimension See Ch.1 ‘What do we talk about when we talk about Knowledge?’ Davenport & Prusak, 1998.

CONCEPTS... What do we mean by ‘KM’? “A systematic process for creating, acquiring, synthesizing, sharing and using information, insights and experiences to achieve your organizational goals.” Guest Lecture, Accenture, 2000 “KM is the process of capturing a company’s collective expertise wherever it resides - in databases, on paper, or in people’s heads - and distributing it to wherever it can help produce the biggest payoff.” Hibbard, J. “Knowing what we know”, Information Week. Oct 20, 1997 “KM is the systematic, explicit, and deliberate building, renewal, and application of knowledge to maximise an enterprise’s knowledge-related effectiveness and returns from its knowledge assets.” Wiig, K (1997) in Liebowitz, J. (1999) Knowledge Management Handbook “KM applies systematic approaches to find, understand, and use knowledge to create value.” O’Dell, C (1996) in Liebowitz above

CONCEPTS Types of Knowledge? Tacit and Explicit (Nonaka and Takeuchi 1995) Explicit, Embodied, Embrained, Encultured Collins, H. “Human, Machines, and the Structure of Knowledge”. Ruggles, R. ed. Knowledge Management Tools. Know-what, know-how, know-where, know-why, care-why Quinn, J.B. et al “Managing Professional Intellect: Making the Most of the Best.” HBR. March-April 1996.

Why ‘Manage’ Knowledge? “Fortune 500 Companies Will Lose $12 Billion in 1999 due to Knowledge Management Inefficiencies” International Data Corporation (IDC) October 6, 1999 Intellectual Rework Substandard Performance Obsolete Knowledge Employee Turnover Consultancy KPMG Peat Marwick LLP surveyed 100 respondents on what happens when key employees leave without sharing their knowledge: 43% - damaged relationship with key client/ supplier 50% - loss of best practices knowledge 10% - significant income losses. (Vaas 1999) www.zdnet.com/eWeek/stories/general/ 0,11011, 404727,00.html

PROCESS ‘Stages’ of KM Socialisation T T Externalisation T E Combination Internalisation Takeuchi & Nonaka 1995 T T T E E E E T The ‘Knowledge Spiral’ ‘T’ = tacit knowledge eg. How to ride a bike ‘E’ = explicit knowledge eg. How many gears are on a bike

PROCESS ‘Stages’ of KM Generation Codification Transfer Acquisition Rental Dedicated Resources Fusion Adaptation Networks Generation Codification Transfer Davenport & Prusak 1998 K Mapping Modeling Story-telling ‘Water cooler’ facilities Talk rooms K Fairs Open Forum

PROCESS Building Blocks of KM knowledge goals knowledge assessment knowledge identification knowledge retention knowledge acquisition knowledge utilisation knowledge development k sharing & distribution Probst, G. et al 2000, Managing Knowledge - Building Blocks for Success p.34

PROCESS... KM Architecture? Knowledge Repositories & Libraries Communities of Knowledge Workers Creation Sharing Knowledge Flow Distribution Knowledge Cartography - navigation - mapping - simulation ‘Capture’ & Codify Adapted from Borghoff & Pareschi (1998) Information Technology for Knowledge Management

TECHNOLOGY… IS to Support KM Create Knowledge Sharing Knowledge KWS: Knowledge Work Stations GCS: Group Collaboration Systems CAD Virtual reality Workstations Groupware Intranets OAS: Office Automation Systems AIS: Artificial Intelligence Systems Expert systems Intelligent Agents Neural nets Fuzzy logic WP DTP Web publishing Capture & Codify Knowledge Distributing Knowledge Adapted from Laudon and Laudon (2000) Management Information Systems p. 436 Also see Davenport & Prusak 1998, ch. 7 for more on KM Technologies

Readings assigned and class presentations/reports & discussions. KM, Org & Mgt Strategy HR Culture & Environment Refer to: Davenport & Prusak 1997, 1998; Nonaka & Takeuchi 1995; Probst et al 2000; Von Krogh et al 2000; Zack 1999 as per course outline. Readings assigned and class presentations/reports & discussions.