1. KNOWLEDGE MANAGEMENT (KM) Session # 41

2. KM Systems to Share Tacit Knowledge
To create a cultural environment that encourages the sharing of knowledge, some organizations are creating Knowledge Communities
(C of Interest & C of Practice).

3. KM Systems to Share Tacit Knowledge
Community of Interest is an organic and self-organized group of individuals who are dispersed geographically or organizationally but communicate regularly to discuss issues of mutual interest.
Interest in Cricket
Interest in Global Warming
Interest in Global Peace (Green Peace)
Interest in Saving the Animals (WWF)

4. KM Systems to Share Tacit Knowledge
Community of Practice is an organic and self-organized group of individuals who are dispersed geographically or organizationally but communicate regularly to discuss issues related to work practices or functional practices:
Community of Engineers
Community of Marketers
Community of Quality Professionals
Community of Customer Service Executives
Community of HR Managers

5. Knowledge communities contrasted with other groups
Work group
Team
Knowledge Network (Col)
Knowledge community(CoP)
Typical size
Membership
3 -30
Recruited for job
5 - 8
Recruited for team fit
30 – 300
Self-selecting
15 – 150
Focus
Tasks
Output
Knowledge Exchange
Applied Knowledge
Goals
Explicit,given
Mutually agreed
Imprecise or Implicit
Evolving and Purposeful
Boundaries
Precise
Permeable
Fluid
Mutually Adjusted

6. Knowledge Communities
Effective Ineffective
Clear shared purpose
People profiles
FAQs
Threaded conversations
Good moderation
Knowledge editing
Attention to Process
When time constraints
Wrong participants
No clarity/coherence
Wandering ‘off topic’
Off vs. On record clarity
No summarizing/FAQs
Technology gimmicks

7. Dimensions for K.S. System
Authority Fairness
Collaboration Motivation
Commitment Mistake tolerance
Compensation Participation
Competence Partnering
Conflict resolution Teams
Consistency Truth, openness
Cooperation Self-management
Creativity Focus
Change Risk tolerance
Empowerment Innovation

8. Converting Experience Into Knowledge
Action
GOAL
Compare Action to Outcome
Perform a task
OUTCOME
Feedback, New Knowledge
Select Transfer Method
Face to Face/Verbal
Form
New Recipient
Knowledge Base

9. A partial View of a KM System For Knowledge Transfer
Knowledge Transfer Knowledge Application
KBS Applications
KB Customer Services
Expert Repositories
Knowledge Workers
Trainers
Knowledge Applications
Products
Computerized Educational Systems
Patents
Technology
Customer Service
Representatives,
Sales Field Service

10. How Knowledge Is Transferred
Tacit Knowledge Transfer—Unique in complex, Non algorithmic Projects, where knowledge is mentally stored:
TEAM A
Team of 11 Specialists
TEAM B
Team of 18 Specialists
TACIT Knowledge Transfer
LOCATION: LAHORE
LOCATION:KARACHI

11. Role of Internet in Knowledge Transfer
Accommodates Knowledge Exchange and Communication
Allows sending messages to multiple persons simultaneously
Offers a variety of services
Integrates Systems and Networks

12. Benefits of the Internet
Doing business fast
Gathering opinions and trying out new ideas
Leveling the playing field
Providing a superior customer service and support resource
Supporting managerial functions, spreading ideas

13. Prerequisites for Knowledge Transfer
Knowledge sharing recognizes personal nature of people’s knowledge gained from experience
The myth that “once you build it, they will use it” does not work that well
For knowledge transfer to work, it takes change in culture, politics, and attitude

14. Prerequisites for K. Transfer
Ensure that cooperation and collaboration are not competition or internal rivalry
Identify what counts and what makes sense
Take a close look at the managers and how they view knowledge transfer
Assess employee job satisfaction and the stability of the workplace

15. Inhibitors of Knowledge Transfer
Lack of Trust
Lack of Time and Conference Places
Status of the Knower
Quality and Speed of Transfer

16. Meetings in Collective Sequential Transfer
Set agenda
Keep it small
Invite the right people
Facilitate the process
Take breaks
Socialize
Show accomplishments

17. Knowledge Application Systems: Systems that Utilize Knowledge

18. Objectives
What are Knowledge Application Mechanisms, which facilitate Direction and Routines.
To explain Knowledge Application Technologies, which support direction and routines including:
Expert Systems
Decision Support
Advisor Systems
Fault Diagnosis (or Troubleshooting) Systems
Help Desk Systems.

19. Summary of Technologies

20. Case Study: SOS Advisor

21. Case Study: National Semiconductor
Knowledge application system based on the use of case-based reasoning (CBR) technology for product quality assurance.
Total Recall, can be viewed as consisting of four components and the Web Client:
Application Server: Main server for the Total Recall application. Performs data manipulation and user presentation.
Total Recall Database: Maintains all the information related to the testing results of the PQA process.
Case Library: A separate database containing CBR representation of cases.
CBR Server: The final case library and CBR engine.

22. Total Recall System Architecture

23. Total Recall CBR Database

24. Limitations of Knowledge Application Systems
Typically developed to serve a task-specific domain problem, and not integrated with the organization’s enterprise systems.
Security: cases may include sensitive information.
Scalability: must represent a large enough number of cases
May not be able to solve all the problems that come across, in particular, increasingly complex environments

25. KM PROCESS AND IT FUNCTIONAL SUPPORT
INFORMATION TECHNOLOGY
KM PROCESS
Acquisition/ Creation
Storage/ Organization
Distribution/ Sharing
Application/ Interpretation
Search Engines
Video Conferencing
Data Warehousing
Document Management
Multimedia Databases
Virtual Meetings
Brainstorming

26. KM PROCESS AND IT FUNCTIONAL SUPPORT
Continued….
INFORMATION TECHNOLOGY
KM PROCESS
Acquisition/ Creation
Storage/ Organization
Distribution/ Sharing
Application/ Interpretation
GDSS
Collaborative Filtering
Web Push Technology
Expert Systems
Automated Helpdesk
Electronic Community
Case based reasoning

27. Core Knowledge Services
Basic KSS Matrix to Analyze and Compare Different Tool Offerings
Knowledge Structure
Formal Knowledge
Categorized information
Structured information
Structured text
Marked-up text
Raw text
Audio/Video
Implicit knowledge
Generate
Capture
Core Knowledge Services
Index/Organize
Manage access
Use/Retrieve

28. Infrastructure Services
Basic KSS Checklist Used to Analyze and Compare Different Tool Offerings
Communication
Collaboration
Translation
Infrastructure Services
Workflow Management
Intelligent Agents
Intranets/Extranets
Enterprise Information Portal
Packaged Services
Business Intelligence
Customer Relationship Management

29. Infrastructure Services Core Knowledge Services
KSS Matrix and Checklist for
SW Application # 1
Knowledge Structure
Communication
Formal Knowledge
Categorized information
Structured information
Structured text
Marked-up text
Raw text
Audio/Video
Implicit knowledge
Translation
Infrastructure Services
Collaboration
Intranet/Extranet
Generate
Workflow Management
Capture
Enterprise Information Portal
Core Knowledge Services
Index/Organize
Business Intelligence
Packaged Services
Manage access
Customer Relationship Management
Use/Retrieve

30. Infrastructure Services Core Knowledge Services
KSS Matrix and Checklist for
SW Application # 2
Knowledge Structure
Communication
Formal Knowledge
Categorized information
Structured information
Structured text
Marked-up text
Raw text
Audio/Video
Implicit knowledge
Translation
Infrastructure Services
Collaboration
Intranet/Extranet
Generate
Workflow Management
Capture
Enterprise Information Portal
Core Knowledge Services
Index/Organize
Business Intelligence
Packaged Services
Manage access
Customer Relationship Management
Use/Retrieve

31. Infrastructure Services Core Knowledge Services
KSS Matrix and Checklist for
SW Application # 3
Knowledge Structure
Communication
Formal Knowledge
Categorized information
Structured information
Structured text
Marked-up text
Raw text
Audio/Video
Implicit knowledge
Translation
Infrastructure Services
Collaboration
Intranet/Extranet
Generate
Workflow Management
Capture
Enterprise Information Portal
Core Knowledge Services
Index/Organize
Business Intelligence
Packaged Services
Manage access
Customer Relationship Management
Use/Retrieve

32. Infrastructure Services Core Knowledge Services
KSS Matrix and Checklist for
SW Application # 4
Knowledge Structure
Communication
Formal Knowledge
Categorized information
Structured information
Structured text
Marked-up text
Raw text
Audio/Video
Implicit knowledge
Translation
Infrastructure Services
Collaboration
Intranet/Extranet
Generate
Workflow Management
Capture
Enterprise Information Portal
Core Knowledge Services
Index/Organize
Business Intelligence
Packaged Services
Manage access
Customer Relationship Management
Use/Retrieve

33. Infrastructure Services Core Knowledge Services
KSS Matrix and Checklist for SW Application # 5
Knowledge Structure
Communication
Formal Knowledge
Categorized information
Structured information
Structured text
Marked-up text
Raw text
Audio/Video
Implicit knowledge
Translation
Infrastructure Services
Collaboration
Intranet/Extranet
Generate
Workflow Management
Capture
Enterprise Information Portal
Core Knowledge Services
Index/Organize
Business Intelligence
Packaged Services
Manage access
Customer Relationship Management
Use/Retrieve