Knowledge Management System Yeni Herdiyeni Magister Ilmu Komputer Dept of Computer Science, IPB Februari 2009

Understanding KM Understanding Knowledge Management requires an understanding of knowledge and the knowing process and how that differs from information and information management. Understanding Knowledge Management requires an understanding of knowledge and the knowing process and how that differs from information and information management.

Knowledge Data Information Knowledge Wisdom/ Intelligence Codifiable, explicit Easily transferable Human, judgemental, insight Contextual, tacit Transfer needs learning

Data vs Information vs Knowledge DATA Bits representing a restaurant sales order including two large burger and two medium-size soft drink INFORMATION For the restaurant manager numbers is used to indicate the daily sales of burger and soft drink KNOWLEDGE The daily sales of burgers can be used to compute the amount of bread to buy

Data vs Information vs Knowledge Data is just bits (represents raw numbers or assertions) Data is just bits (represents raw numbers or assertions) Information is Data with context and relevance (data with semantics) Information is Data with context and relevance (data with semantics) Knowledge is Information with decision- making and action directed utility and purpose (relationship among concept relevant to particular area) Knowledge is Information with decision- making and action directed utility and purpose (relationship among concept relevant to particular area)

Data, Information and Knowledge Knowledge is information that helps to Knowledge is information that helps to –Produce information from data –Produce more valuable information for less valuable information

From Information Management to Knowledge Management

One Perspective of KM “KM [Knowledge Management] involves blending a company’s internal and external information and turning it into actionable knowledge via a technology platform.” “KM [Knowledge Management] involves blending a company’s internal and external information and turning it into actionable knowledge via a technology platform.” (Susan DiMattia and Norman Oder in Library Journal, September 15, 1997.)

Knowledge Management Knowledge management is the system and managerial approach to collecting, processing, and organizing enterprise- specific knowledge assets for business functions and decisions Knowledge management is the system and managerial approach to collecting, processing, and organizing enterprise- specific knowledge assets for business functions and decisions

One Perspective of KM Knowledge Management = doing what is needed to get the most out of knowledge resources Knowledge Management = doing what is needed to get the most out of knowledge resources

Knowledge Management “DOING WHAT IS NEEDED” The ability to create (Learning), communicate (Sharing), and apply (knowing) knowledge to achieve our goals.

Knowledge Management System (KMS) Knowledge Management System are the integration of technologies and mechanisms that are developed to support the four KM Processes (DISCOVER, CAPTURE, SHARE, APPLICATION) Knowledge Management System are the integration of technologies and mechanisms that are developed to support the four KM Processes (DISCOVER, CAPTURE, SHARE, APPLICATION)

Driving Factors Increase in technology use on campus Increase in technology use on campus Increase in products and services being supported Increase in products and services being supported Increase in amount of support documentation Increase in amount of support documentation Increase in expectations Increase in expectations

How a Knowledge Management System Works Knowledge Base

How a Knowledge Management System Works Knowledge Base

How a Knowledge Management System Works Knowledge Base

Knowledge Management Strategy Introduce the concept of Knowledge Management Introduce the concept of Knowledge Management Gather requirements from user groups and customers Gather requirements from user groups and customers Pilot with the Help Desk Pilot with the Help Desk Roll out to groups outside the Help Desk as the system matures Roll out to groups outside the Help Desk as the system matures Roll out self-service Roll out self-service Continually maintain knowledge Continually maintain knowledge

KMS Technology artificial intelligence (AI) technologies encompassing: – –those used for knowledge acquisition – –case-based reasoning systems – –expert systems – –Data mining – –Information Retrieval (Text/Multimedia Retrieval) – –… and many others

KMS Technology electronic discussion groups computer-based simulations databases decision support systems enterprise resource planning systems management information systems expertise locator systems videoconferencing information repositories encompassing best practices databases and lessons learned systems

KM Process, Mechanism, and Technology

Knowledge Management Enabling Technology Knowledge bases Knowledge bases Search engines Search engines Document management systems Document management systems

Technology - -Three-tier Database Architecture for storage, evaluation and publishing of information Bottom Tier Middle Tier Top Tier

Benefits of Knowledge Management Greater access to knowledge Greater access to knowledge Better maintenance of knowledge Better maintenance of knowledge Increased customer service levels Increased customer service levels Reduce the need to increase resources Reduce the need to increase resources

Questions? Are there other areas within the University that we should include as we explore Knowledge Management? Are there other areas within the University that we should include as we explore Knowledge Management?

KM CorporateIntelligent Impact