1. © 2002 Center for Effective Organizations, University of Southern California The Fabric of Knowledge Management: Designing KM for Diverse Outcomes Susan Mohrman Center for Effective Organizations Marshall School of Business University of Southern California

2. © 2002 Center for Effective Organizations, University of Southern California SM31L Knowledge Comes From Sensemaking KNOWLEDGE MANAGEMENT Creating the context for effectively acquiring, leveraging, generating, applying and deriving value from knowledge. KNOWLEDGE Information combined with experience, context, interpretation and reflection (Davenport). ORGANIZATIONAL KNOWLEDGE Information that is relevant to purpose, actionable, and at least in part is based on experience and interactions (Dorothy Leonard Barton).

3. © 2002 Center for Effective Organizations, University of Southern California SM1J Organizational Knowledge is: Both explicit and tacit Explicit knowledge can be formalized and codified, embodied in standard process, documented and taught Tacit knowledge is unconscious and cannot easily be transmitted by formal description- requires interaction and modeling to be transmitted Both individual and collective Embodied in individual expertise Embodied in communities of practice Embodied in collectives of expertises that work collaboratively

4. © 2002 Center for Effective Organizations, University of Southern California SM27M Creating Knowledge Maps What knowledge is critical to your company’s operating performance? What knowledge differentiates it from competitors? How and where is that knowledge created or attained? Where is it applied? Is there value in sharing it? (can it be leveraged?) How does it travel from one part of the organization to another? (how is it leveraged?)

5. © 2002 Center for Effective Organizations, University of Southern California SM60L External Knowledge Internal / External Customers Importing Generating & Applying Leveraging Feedback Unit A Unit B Knowledge Management

6. © 2002 Center for Effective Organizations, University of Southern California SM44M Creating New Knowledge (Applying and Generating Knowledge) Creative Combination New Knowledge Knowledge Base 1 Knowledge Base 2 Knowledge Base 3

7. © 2002 Center for Effective Organizations, University of Southern California SM30M Continuous Process Improvement Embed in Process Innovate & Improve

8. © 2002 Center for Effective Organizations, University of Southern California SM36M Saturated Interdependency* of Knowledge Work Reciprocal Interdependency Sequential Interdependency * Term comes from Pava, 1983.

9. © 2002 Center for Effective Organizations, University of Southern California SM35M Process-Based Groupings Output to Customer Inputs/ Raw Materials/ Information

10. © 2002 Center for Effective Organizations, University of Southern California SM37M Global Teams = Team A = Team B = Shared R + D HQ

11. © 2002 Center for Effective Organizations, University of Southern California SM33M Knowledge Networks Integrating Councils Management Team Unit 1 Integrating Teams Team Executive Team Shared Services Integrating Teams Team Management Team Unit 2 Knowledge Network

12. © 2002 Center for Effective Organizations, University of Southern California SM40M Knowledge Processes Focusing on Performance of the System Applying Standard Processes (Using Embedded Knowledge) Sharing, Combining Knowledge Trying New Approaches

13. © 2002 Center for Effective Organizations, University of Southern California SM45M Generating & Applying Knowledge System Performance Focus Connecting Knowledge Trying New Approaches Systematic Processes

14. © 2002 Center for Effective Organizations, University of Southern California SM46M Process & Methods Improvement System Performance Focus Systematic Processes Trying New Approaches Generating & Applying Knowledge

15. © 2002 Center for Effective Organizations, University of Southern California SM47M Process & Methods Improvement System Performance Focus Systematic Processes Trying New Approaches Generating & Applying Knowledge Connecting Knowledge

16. © 2002 Center for Effective Organizations, University of Southern California SM48M IT Quality Direction & Performance Information Developmental Emphasis System Performance Focus Systematic Processes Connecting Knowledge Trying New Approaches Generating & Applying Knowledge Process & Methods Improvement X X X X X X X X X X X X X X

17. © 2002 Center for Effective Organizations, University of Southern California SM49M CONTEXT KNOWLEDGE RELATED PROCESSES KNOWLEDGE OUTCOMES EFFECTIVENESS Focuses Attention Embodies & Conveys Shared Meaning About Purpose Connects Expertise Disseminates Codified Knowledge Develops Needed Expertise Extend Sense-making And Learning Creating and Applying Knowledge: -to products -to methods and processes Clarity Delivering on Strategy For Value Creation Conceptual Model of Organization Knowledge System