1. Organizational Behaviour
Knowledge Management

2. Topic Objectives Understand the concept of knowledge management
Examine knowledge management solutions
Understand four levels of knowledge management solutions:
KM processes
KM systems
KM mechanisms and technologies
KM infrastructure

3. Learning Organizations and Knowledge Management
Knowledge management - involves cultivating a learning culture where organizational members systematically gather knowledge and share it with others in the organization so as to achieve better performance
Learning organization - one that has developed the capacity to continuously learn, adapt, and change
Create learning capabilities throughout the organization
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4. Learning Organizations and Knowledge Management
"Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets.
These assets may include databases, documents, policies, procedures, and previously uncaptured expertise and experience in individual workers."
Examples: Customer information, HR policies, Documents to be used for legal compliance, Documents to be used for internal working or approvals, Documentation of processes,
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5. Goal The most important goal of knowledge management is
-Ensuring that data and information is collected and stored in such a way that makes it effective and efficient for members of the organization to find and use the necessary data.

6. Knowledge Management
Knowledge management can be defined as performing the activities involved in discovering, capturing, sharing, and applying knowledge so as to enhance, in a cost-effective fashion, the impact of knowledge on the organization’s goal achievement.

7. LEARNING ORGANIZATION VERSUS TRADITIONAL ORGANIZATION
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8. Knowledge Management Solutions
Knowledge management solutions refer to the variety of ways in which KM can be facilitated in the organisation
KM processes
KM systems
KM mechanisms and technologies
KM infrastructure

9. Overview of Knowledge Management Solutions
Knowledge Discovery
Knowledge Capture
Knowledge Sharing
Knowledge Application sf
KM Processes
Combination
Socialization
Internalization
Externalization
Exchange
Direction
Routines
Knowledge Discovery Systems
Knowledge Capture Systems
Knowledge Sharing Systems
Knowledge Application Systems
KM Systems
KM Mechanisms
Analogies and metaphors
Brainstorming retreats
On-the-job training
Face-to-face meetings
Apprenticeships
Employee rotation
Learning by observation ….
Decision support systems
Web-based discussion groups
Repositories of best practices
Artificial intelligence systems
Case-based reasoning
Groupware
Web pages …
KM Technologies
Organization Culture
Organization
Structure IT
Infrastructure
Common Knowledge
Physical Environment
KM Infrastructure

10. Knowledge Management Systems
Knowledge management systems are the integration of technologies and mechanisms that are developed to support KM processes

11. An Overview of Knowledge Management Solutions
KM Processes
KM Systems
KM Mechanisms and Technologies
KM Infrastructure

12. Knowledge Management Processes
Discovery
Combination
Socialization
Sharing
Socialization
Exchange
Application
Direction
Routines
Capture
Externalization
Internalization

13. Knowledge Discovery Knowledge discovery may is the development of NEW
A. Tacit knowledge (understood without being said directly –inside the mind of holder),or
B. Explicit (direct) knowledge
from data and information or from the synthesis (putting together) of prior knowledge

14. Knowledge Capture
Knowledge capture is defined as the process of retrieving EXISTING explicit or tacit knowledge that resides within people, artifacts, or organizational entities.
Knowledge captured might reside outside the organizational boundaries, including consultants, competitors, customers, suppliers, and prior employers of the organization’s new employees

15. Externalization and Internalization
Externalization involves converting tacit knowledge into explicit forms such as words, concepts, visuals, or figurative language. Ex. Documentation
Internalization is the conversion of explicit knowledge into tacit knowledge. It represents the traditional notion of “learning”. i.e. what have you learnt

16. Knowledge Sharing
Knowledge sharing is the process through which explicit or tacit knowledge is communicated to other individuals
Effective Transfer
Knowledge is shared
It may take place across individuals, groups, departments or organizations

17. Direction & Routines
Direction refers to the process through which individuals possessing the knowledge direct the action of another individual without transferring to that person the knowledge underlying the direction
Routines involve the utilization of knowledge embedded in procedures, rules, and norms that guide future behavior

18. Knowledge Management Mechanisms
KM mechanisms are organizational or structural means used to promote KM
Examples of KM mechanisms include learning by doing, on-the-job training, learning by observation, and face-to-face meetings

19. Knowledge Management Technologies
Technologies that support KM include artificial intelligence (AI) technologies encompassing those used for knowledge acquisition and case-based reasoning systems, electronic discussion groups, computer-based simulations, databases, decision support systems, enterprise resource planning systems, expert systems, management information systems, expertise locator systems, videoconferencing, and information repositories encompassing best practices databases and lessons learned systems

20. Knowledge Management Systems
KM systems utilize a variety of KM mechanisms and technologies to support the KM processes
Knowledge Management Discovery Systems
Knowledge Management Capture Systems
Knowledge Management Sharing Systems
Knowledge Application Systems

21. Knowledge Discovery Systems
Knowledge discovery systems support the process of developing new tacit or explicit knowledge from data and information or from the synthesis of prior knowledge
Support two KM sub-processes
combination, enabling the discovery of new explicit knowledge
socialization, enabling the discovery of new tacit knowledge

22. Knowledge Capture Systems
Knowledge capture systems support the process of retrieving either explicit or tacit knowledge that resides within people, artifacts, or organizational entities
Technologies can also support knowledge capture systems by facilitating externalization and internalization

23. Knowledge Sharing Systems
Knowledge sharing systems support the process through which explicit or implicit knowledge is communicated to other individuals
Discussion groups or chat groups facilitate knowledge sharing by enabling individuals to explain their knowledge to the rest of the group

24. Knowledge Application Systems
Knowledge application systems support the process through which some individuals utilize knowledge possessed by other individuals without actually acquiring, or learning, that knowledge
Mechanisms and technologies support knowledge application systems by facilitating routines and direction.

25. Knowledge Management Mechanisms
Mechanisms facilitating direction include traditional hierarchical relationships in organizations, help desks, and support centers
Mechanisms supporting routines include organizational policies, work practices, and standards

26. Knowledge Management Technologies
Technologies supporting direction include experts’ knowledge embedded in expert systems and decision support systems, as well as troubleshooting systems based on the use of technologies like case-based reasoning
Technologies that facilitate routines are expert systems, enterprise resource planning systems, and traditional management information systems

27. KM Processes, Mechanisms, and Technologies

28. Knowledge Management Infrastructure
Organizational Culture
Organizational Structure
Communities of Practice
Information Technology Infrastructure
Common Knowledge

29. Organizational Culture
Organizational culture reflects the norms and beliefs that guide the behavior of the organization’s members
Attributes of an enabling organizational culture include understanding of the value of KM practices, management support for KM at all levels, incentives that reward knowledge sharing, and encouragement of interaction for the creation and sharing of knowledge

30. Organizational Structure
Hierarchical structure of the organization affects the people with whom individuals frequently interact, and to or from whom they are consequently likely to transfer knowledge
Organizational structures can facilitate KM through communities of practice
Organization structures can facilitate KM through specialized structures and roles that specifically support KM

31. Information Technology Infrastructure
The IT infrastructure includes data processing, storage, and communication technologies and systems
One way of systematically viewing the IT infrastructure is to consider the capabilities it provides in four important aspects:
Reach
Depth
Richness
Aggregation

32. Common Knowledge
Common knowledge also refers to the organization’s cumulative experiences in comprehending a category of knowledge and activities, and the organizing principles that support communication and coordination
Common knowledge helps enhance the value of an individual expert’s knowledge by integrating it with the knowledge of others

33. Physical Environment
Physical environment includes the design of buildings and the separation between them; the location, size, and type of offices; the type, number, and nature of meeting rooms
A 1998 study found that most employees thought they gained most of their knowledge related to work from informal conversations around water coolers or over meals instead of formal training or manuals

34. Knowledge Management Infrastructure

35. Forms of Knowledge Management
Knowledge management can exist in many forms, including:
Secure file sharing
Integration of enterprise search
Automated data integration
Data capture and workflow solutions
Content life cycle management
Business intelligence

36. Types of Knowledge Managed
The most effective knowledge management systems provide a variety of information databases:
Lesson Learned Databases – These are databases of information that are retrieved from people who have already tackled a problem and found a solution. The term "lessons learned" is synonymous with the popular term "best practices.“
Expertise Location – This is a database which provides a way to locate an expert or expert information.

37. Types of KM
Communities of Practice – Groups of individuals who discuss problems, opportunities, lessons learned and other information gained from users. As companies grow globally, these communities become more geographically spread out. A good knowledge management system provides these groups with a way to share information in what could be described as a "virtual water cooler" approach.
Enterprise Softwares Ex. Banking Finacle, Peoplesoft

38. Knowledge Management System Examples
Feedback database - A company may have a database of feedback from customers and employees and shares this feedback with their Research & Development departments. All members of the organization would be able to enter feedback into the database and an integrated approach would be taken to understanding the shared information. 

39. Knowledge Management System Examples
Shared project files - An employee team can work collaboratively on a project. They have a system of shared files and information that allows everyone on the team to upload and comment on work performed by others. Ex –work on dropbox, drives
Google forms or documents

40. Knowledge Management System Examples
Research files - A company developing a new product conducts research on their competitors and conducts focus groups to find out what is needed in their product or market. This information is entered into a database that contains objective data on market sales potential and indicates what assets and processes the company has in place which can be used to meet this sales potential, meet customer needs and fill gaps within the marketplace. Ex. Dell and HP or Sony

41. Knowledge Resources
The term knowledge resources refers not only to the knowledge currently possessed by the individual or the organization but also to the knowledge that can potentially be obtained (at some cost if necessary) from other individuals or organizations

42. Conclusions Described the key aspects of knowledge management
Provided a working definition of knowledge management
Examined knowledge management solutions at four levels
KM processes
KM systems
KM mechanisms and technologies
KM infrastructure