B. Information Technology (IS) CISB454: Introduction to Knowledge Management Knowledge Creation & KM Architecture

Learning Objectives At the end of this lesson, you should be able to: u define knowledge creation and sharing u discuss the knowledge infrastructure u elaborate on the knowledge management architecture u decide on building versus buying a KM softwaresystem 3-2

Knowledge Creation & KM Architecture Knowledge Creation and Sharing

Knowledge Creation Definition Dynamic activity that can enhance organiza- tion success and econo- mic well-being Driver of innovation Involves knowledge ac- quisition, selection, ge- neration and sharing Maturation u translates experience into knowledge 3-4

Knowledge Creation Impediments to Knowledge Sharing 3-5 Vocational reinforcers Attitude Personality Company strategies and policies Organizational culture Work Norms Compensation Recognition Ability utilization Creativity Good work environment Autonomy Job security Moral values Advancement Variety Achievement Independence Social status Knowledge Sharing

Knowledge Creation Nonaka’s Model 3-6 TACIT to TACIT (Socialization) e.g., Individual and/or Team Meetings TACIT to EXPLICIT (Externalization) e.g., Document a Brainstorming Session EXPLICIT to TACIT (Internalization) e.g., Learn from a Report and Deduce New Ideas EXPLICIT to EXPLICIT ( Combination) e.g., Create a Website from some form of Explicit Knowledge

Knowledge Creation & KM Architecture Knowledge Infrastructure

People core u evaluate employee profiles, (doc people use, applications they need, people they contact for solutions etc.) Content core u identify knowledge centers; areas in organization where knowledge resides and how to capture it Technical core u the total technology required to operate the knowledge envi-ronment 3-8

Knowledge Infrastructure Identifying Knowledge Centers 9 Human Resources Sales Marketing Customer Service Competition Data, Sales Volume, Leader Sales Information Complaint Rate, Satisfaction Information Job Openings, Benefits Strategies, Tools, R &D, Advertising

Knowledge Creation & KM Architecture Knowledge Management Architecture

Layers of KM Architecture 3-11 Authorized access control (e.g., security, passwords, firewalls, authentication) Collaborative intelligence and filtering (intelligent agents, network mining, customization, personalization) Transport ( , Internet/Web site, TCP/IP protocol to manage traffic flow) Middleware (specialized software for network management, security, etc.) The Physical Layer (repositories, cables) Databases Data warehousing (data cleansing, data mining) Groupware (document exchange, collaboration) Legacy applications (e.g., payroll) User Interface Knowledge-enabling applications (customized applications, skills directories, videoconferencing, decision support systems, group decision support systems tools)

The User Interface (Layer 1) User interface design focuses on u consistency u relevancy u visual clarity u navigation u usability 3-12

Authorized Access Control (Layer 2) 3-13 Public News/events Marketing E-commerce Careers Internet Human resource information Production information Sales information Strategic plans Company Intranet Product information Sales information Collaboration/ cooperation Clients  Suppliers  Vendors  Partners  Customers Extranet

Collaborative Intelligence and Filtering (Layer 3) Personalized views based on stored know- ledge Groupware to facilitate both synchronous and asynchronous interaction & discussion Intelligent agents re- duce search time for needed information 3-14

Knowledge-Enabling Application (Layer 4) Referred to as value- added layer Creates a competitive edge for the learning organization 3-15

Knowledge-Enabling Application (Layer 4) Provides u knowledge bases u discussion databases u automation tools, etc. Ultimate goal u show how knowledge sharing could improve the employees 3-16

Transport Layer (Layer 5) Most technical layer to implement Includes u LANs u WANs u intranets u extranets u Internet 3-17

Transport Layer (Layer 5) Ensures that the com- pany will become a network of relation- ships Considers u multimedia u URLs, u graphics u connectivity speeds u bandwidths 3-18

Middleware (Layer 6) Focus on interfacing with legacy systems and programs residing on other platforms Designer should add- ress databases & appli- cations with which KM system interfaces Makes it possible to connect between old and new data formats 3-19

Physical Repositories (Layer 7) Bottom layer in the KM architecture Represents the physi- cal layer u where repositories are installed 3-20

Physical Repositories (Layer 7) Includes u intelligent data ware- houses u legacy applications u operational databases u special applications for security u traffic management 3-21

Knowledge Creation & KM Architecture Build Vs. Buy Decision

Build In-House, Buy, or Outsource? Trend is toward ready- to-use, generalized software packages Outsourcing is also a trend, releasing tech- nological design to outsiders 3-23

Build In-House, Buy, or Outsource? Regardless of choice, it is important to set criteria for selection Question of who owns the KM system should be considered 3-24

Build vs. Buying OptionCostTime FactorCustomization In-house development Usually highMuch lower than development by user High, depending on quality of staff Development by end users Usually lowDepends on skills set, system priority, etc. High to the user specifications OutsourcingMedium to HighShorter than in- house High Off-the-shelfLow to MediumNilUsually up to 80% usable 3-25

THE END Copyright (c) 2010 Mohd. Sharifuddin Ahmad, PhD College of Information Technology