1. INFORMATION SYSTEMS @ X INFO420: Knowledge Management Knowledge Management (KM) Christine Bayers Kendall Fraser Martin Lapointe Mufeed Fakhouri

2. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Introduction  Overview – What is Knowledge Management?  Applications of KM  Future  Case Study - Xerox

3. INFO420: Knowledge Management INFORMATION SYSTEMS @ X What is knowledge management? “The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create business value and generate competitive advantage” Nancy C. Shaw

4. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Knowledge Management Fundamentals  Data: Facts, numbers or individual entities without context or purpose.  Information: Data that has been organized into a meaningful context (to aid decision making).  Knowledge: The human capacity (potential & actual ability) to take effective action in varied and uncertain situations

5. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Forms of Knowledge  Concepts, methodologies  Facts, beliefs, truths & laws  Know what, Know how, Know why  Judgments, expectations and insights  Relationships, leverage points  Intuition & feelings  Meaning and sense making

6. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Benefits of Good Business Knowledge  The foundation of the enterprise  Increases when shared  Snowball effect when shared (innovation)  Creates value through efficiency (process knowledge)  Reduces uncertainty/ increases time of response (environment knowledge)  Enhances the current value of products (customer knowledge)

7. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Difficulties of Managing Corporate Knowledge  Usually exists in the minds of individuals  Buried in old reports  Knowledge Hoarding  Often leaves the organization with the employee

8. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Why is KM important?  Companies can...  Sustain knowledge regarding their products and services  Connect employees with knowledge they otherwise wouldn't have  Encouraging innovation and ideas  Creating better business decisions  Expedite projects due to less wait time of information

9. INFO420: Knowledge Management INFORMATION SYSTEMS @ X How can this be done?  Actively managing knowledge in a database or repository  Creating incentives for employees for providing and updating and using knowledge  Experts of the field providing information that will help others better accomplish their jobs  Use of Wiki’s, Software solutions

10. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Who are the important companies?  Coemergence  ISYS  ZyLab  SAVO  InQuira Inc  Global 360

11. INFO420: Knowledge Management INFORMATION SYSTEMS @ X KM - Impact on businesses According to a survey conducted by earnest and young in 1997 on business intelligence, 87% of companies, whatever their industry is believe that they are knowledge based business.  Promotes many “healthy” business activities  The recording of knowledge artefacts  Quality management of knowledge  Leveraging lessons learned from past decisions and experiences  The sharing of best practices and the building of consistent processes

12. INFO420: Knowledge Management INFORMATION SYSTEMS @ X KM Impact on businesses cont’  Knowledge management involves stewards (those accountable for knowledge)  Knowledge management eliminates the risks associated with attrition.  knowledge management system promotes getting a good understanding of the knowledge, information, and data needs of employees  A knowledge management portal provides 24x7 access to ALL recorded knowledge

13. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Future of Knowledge Management  Signs of failure.  Budgets  Outsourcing KM  Fewer knowledge officers in the fortune 500 companies  Signs of improvements for the future

14. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Case Study - Xerox  Established in the 1980’s – The Document Company  KM Incorporated into Organizational Business Strategy (1995)  Conduced extensive research before introduction into organization  Effectively communicated to employees the benefits of using KM

15. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Case Study - Xerox  Eureka  Goal: To share intellectual capital  Information System created to share solutions worldwide  Benefits: Saves time, resources and money  Example: A solution developed in Toronto was used by someone in South America. In this case the person discovered that they did not have to replace a $40,000 machine that they were having difficulties with, they only had to replace a 90 cent connector.  Docushare  Web-based tool  Enabled research lab community to share progress with other scientists working on the same project.

16. INFO420: Knowledge Management INFORMATION SYSTEMS @ X Questions?

17. INFO420: Knowledge Management INFORMATION SYSTEMS @ X References  http://www.kmworld.com/Articles/Editorial/Feature/KMWorld-100- Companies-That-Matter-in-Knowledge-Management-52787.aspx http://www.kmworld.com/Articles/Editorial/Feature/KMWorld-100- Companies-That-Matter-in-Knowledge-Management-52787.aspx http://www.kmworld.com/Articles/Editorial/Feature/KMWorld-100- Companies-That-Matter-in-Knowledge-Management-52787.aspx  http://eos.gsfc.nasa.gov/eos-ll/references/xerox.pdf http://eos.gsfc.nasa.gov/eos-ll/references/xerox.pdf  http://articles.techrepublic.com.com/5100-10878_11-1048267.html http://articles.techrepublic.com.com/5100-10878_11-1048267.html  http://www.xerox.com/go/xrx/template/inv_rel_newsroom.jsp?ed_nam e=NR_2006March8_KMWorld&app=Newsroom&view=newsrelease&form at=article&Xcntry=USA&Xlang=en_US http://www.xerox.com/go/xrx/template/inv_rel_newsroom.jsp?ed_nam e=NR_2006March8_KMWorld&app=Newsroom&view=newsrelease&form at=article&Xcntry=USA&Xlang=en_US http://www.xerox.com/go/xrx/template/inv_rel_newsroom.jsp?ed_nam e=NR_2006March8_KMWorld&app=Newsroom&view=newsrelease&form at=article&Xcntry=USA&Xlang=en_US  http://www.icasit.org/km/intro/slideshow/kmoverview_files/frame.htm http://www.icasit.org/km/intro/slideshow/kmoverview_files/frame.htm  http://www.coemergnece.com http://www.coemergnece.com