1. KNOWLEDGE MANAGEMENT (KM) Session # 35

2. KNOWLEDGE MANAGEMENT SYSTEMS; LIFE CYCLE APPROACH

3. Why Organizations Launch KM Programs ?

4. Unstructured Knowledge
Knowledge in People’s Heads (Tacit Knowledge)
Audio and Video
Text Documents (Explicit Knowledge)
HTML Text Documents
Structured Textual Information (e.g., XML)
Structured Information in Databases / K. Bases
Categorized Information (e.g., Taxonomies)
Formal Knowledge (e.g., Logic-based Representation)
Structured Knowledge

5. K. Services by KM Systems
Packaged Services
Core Services
K. Creation
K. Sharing
K. Application
Infrastructure Services

6. Infrastructure Services
Collaboration
Communication
Intranets/ Extranets
Translation
Workflow Management

7. Knowledge User/Consumer
Core KM Services
Knowledge Organizer
Knowledge Producer
Generate
Knowledge Repository
(Database)
Use/ Retrieve
Knowledge User/Consumer
Knowledge Holder
Capture
Index/ Organize
Manage/ Access
Knowledge Manager

8. Packaged K. Services in the Market Today
Customer Relationship Management (CRM)
Business Intelligence
Enterprise Information Portals (EIP)

9. CHALLENGES IN BUILDING KM SYSTEMS
Culture — Getting people to share knowledge
Knowledge Evaluation — Assessing the worth of knowledge across the firm
Knowledge Processing — Documenting how decisions are reached
Knowledge Implementation — Organizing knowledge and integrating it with the processing strategy for final deployment

10. CONVENTIONAL MIS VS KM SYSTEM LIFE CYCLE
Key Differences:
1. Systems Analysts deal with information from the user; Knowledge Developers deal with knowledge for company specialists (K. workers)
2. Users know the problem but not the solution; BUT company specialists know the problem and the solution

11. CONVENTIONAL MIS VS KM SYSTEM LIFE CYCLE
3. System Development is primarily Sequential; KMSLC is Incremental and Interactive.
4. Info System Testing normally at end of cycle; KM System Testing evolves from beginning of the cycle.

12. Conventional Vs KM System Life Cycle
5. Conventional system life cycle is Process-Driven “Specify then Build”; KMSLC is Result-Oriented “Start Slow and Grow”
6. Conventional system life cycle does NOT support Rapid Prototyping; KMSLC does

13. Rapid Prototyping Process
Structure
the Problem
Repeated
Cycle(s)
Reformulate the Problem
Structure
a Task
Repeated Cycle(s)
Make Modifications
Build
a Task

14. Conventional Vs KM System Life Cycle
Key Similarities:
1. Both begin with a problem and end with a solution.
2. Both begin with information gathering or capture.

15. Conventional Vs KM System Life Cycle
3. Testing is essentially the same to make sure the system is right and it is the right system
4. Both developers must choose the appropriate tool(s) for designing their respective systems

16. Users Vs K. Workers Attribute User Expert or K. Worker
Dependence on system High Low to Nil
Cooperation Usually cooperative Cooperation not required
Tolerance for ambiguity Low High
Knowledge of Problem High Average/low
Contribution to system Information Knowledge/expertise
System user Yes No
Availability for system
Builder Readily available Not readily available

17. KM System Dev. Life Cycle
1. Evaluate existing infrastructure
2. Form the KM team
3. Capture the Knowledge
4. Design KM Blueprint (Master Plan)
5. Test the KM system
6. Implement the KM system
7. Manage Change / Resistance
8. Post-system evaluation