TechnoLogica Ltd. b.c. Paloma Bjanka 3 rd fl Skopje tel: (+389 2) , Sofiisko Pole Str., 1756 Sofia tel: ( ) We make IT work for you! Dr. Nedka Gateva Knowledge Manager ТechnoLogica Information Technologies – Subject and Tools for Knowledge Sharing

2 What is knowledge? “But mere knowledge is not power; it is only possibility. Action is power; and its highest manifestation is when it is directed by knowledge.” Francis Bacon “ Knowledge is power.”

3 Knowledge Management System (Strategy) Informal Organisation (Values and Culture) Formal Organisation (Roles and Structure) Processes IT Technology & Infrastructure Competence (People) Competence (People) Balanced Approach To Make KM Successful  Simultaneous consideration of multiple management areas  Neglecting any one of them will result in partial failure  Overestimation of technology will result in misled investment  There is nothing like “the unique way” to implement KM in an organisation Source: SBS Consulting

4 Two Types of Knowledge Explicit Knowledge  Formal and codified  Documents: reports, policy manuals, standards, procedures  Databases  Books, magazines, journals (Library) Implicit (Tacit) Knowledge  Informal and uncodified  Values, perspectives & culture  Ideas, vision, intuition  Memories of staff, suppliers and partners Documented information that facilitates the activities Know-how & knowledge in the heads of people Externalization is about capturing and sharing; Internalization is about understanding and learning.

5 Knowledge Generation and Identification  Where and how the knowledge is born?  In which heads what knowledge is hiding?  How to capture the valuable ideas?

6 Freedom of Creativity Opportunities for individual manifestation Evaluation of personal achievements Stimulating of the everybody’s contribution

7 Understanding the Diversity  Revealing the individual capabilities  Allocating the tasks and duties  Joining the team efforts

8 Directing the Creative Power  Keep a tight rein on to lead in the right direction  Let faster and stronger push ahead those who are slower and weaker  Synergy evolves in the interaction

9 The Goal: Hold together the many small streams...

10...in a huge reservoir......to capture the collective knowledge and to transform it into effective and purposeful power.

11 Our Company Practice  We invest in the development of tools and infrastructure for the implementation of the KM propositions into action.  The internal web portal is a software platform for managing the process of generating, collecting, communicating, storing and utilizing of collective knowledge.  The portal functionality has been developed and evaluated in two directions:  Human resources management (HR)  Knowledge management (KM)

12 Benefits for HR Management Acquaintance of the staff with the company rules and internal order Professional growth and learning (Forums and Тlogs) Association with the company goals and values Efficiency and quality improvement (QMS and ISO procedures ) Proud with company success “Hard” knowledge “Soft” knowledge

13 Benefits for KM Identifying the new-born knowledge Analyzing and directing the knowledge Classifying and storing the knowledge Disseminating and elaborating the knowledge

14 Company Rules and Procedures

15 Quality Standards

16 Professional Growth

17 Interest Groups

18 Knowledge Sharing

19 Process Improvement

20 Best Practice

21 Company Goals

22 Company Policy

23 Company Values

24 Technology Partnership and Transfer of Knowledge  Technology partnership with world leaders in IT area  Technology partnership with good and fast growing customers  Innovations and new ways of transfer of technology knowledge

25 Partnership with the Supplier  Implementation of new information technologies and software products of world leaders - Oracle, IBM, 3M, BAAN and others.  Integrated business management software systems (ERP) are being the example. During the process of their localization, implementation and adaptation for the Bulgarian market a new technology knowledge flaw is taking place in the provision of “Know-how”, training, good practice, advice, etc.

26 Partnership with the Customer The beginning: BTC, 1996 г., joint project teams have been established at customer premises for the adoption of new technologies - Joint Teams for Development and Assistance (Out- tasking).  Evaluation of teams’ competencies.  Planning and delivery of specialized training.  Expanding the team competency and direct participation in the development process.  Taking the responsibility for the results. The Progress: Bulbank, BNB, TB DSK, ING Bank, Allianz Bulgaria, etc.

27 Benefits for the Customer  We didn’t deliver a recipe to our customer but we invited him/her in the kitchen and revealed the process how we make it.  The customer was given not only a new product. The customer acquired a new technology tool and full capability to create other new products on his/her own.  The customer got independence from the supplier’s developers.  The cost of the development project has been decreased.  Prerequisites for multiplication of the efforts have been created.

28 Benefits for Us  Possibilities to concentrate on high tech projects.  Release of human resources for work on creative tasks.  Opportunities to promote the next new technologies to customers who are already aware of the current.  Be innovative.

29 Benefits for the Society  Advancing the elaboration and dissemination of technology knowledge.  Integrating the scientific potential of different teams, companies and countries.  The Lisbon Strategy: To “make Europe, by 2010, the most competitive and the most dynamic knowledge-based economy in the world”.