net-centric tacit knowledge management

SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 1

Semantic

Skills &

Knowledge

Management

Net-Centric Approach to

Tacit Knowledge ManagementMichael Brown

SkillsNET Corporation

Michael Kruger

Federal Aviation Agency

Visibility into Embedded Knowledge & Expertise Assets


Semantic

Skills &

Knowledge

Management

Most Important Knowledge and Expertise

MIKE

Today’s Objective

Overview of Ground Breaking KM Research

Identifying and Harvesting Hidden Knowledge and Employee Expertise

System to Auto Populate Knowledge & Expertise Assets

Introducing


Semantic

Skills &

Knowledge

ManagementMajor Research Objectives

1. Is it possible to capture operational and tacit

knowledge via net-centric event and content analysis?

2. Could such a process become ubiquitously imbedded

in every day workflow routines?

3. Would such a system increase visibility into Tacit

Knowledge and expertise data?

4. Could such a system be integrated into enterprise

architecture?


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Skills &

Knowledge

Management

• Automatically collect the organizational memory or tacit knowledge of current experts.

• Create an enterprise repository of tacit knowledge to sustain the current expert knowledge base, adding to it as it grows.

• Capture and populate informal practices and processes that are not captured in traditional Knowledge/CoPs.

• Bridge the gaps in unstructured business data between one or among many Knowledge/CoPs, enabling the enterprise to consolidate information for better knowledge fusion.

• Serve as a universal sharing mechanism that enables a supportive culture for knowledge sharing, and a culture that embraces “sharing knowledge is power” will help organizations to truly maximize their intellectual capital.

Projected Outcomes

The Tacit Knowledge Capture Process must….


Semantic

Skills &

Knowledge

ManagementFraming the Discussion

• Today’s organization are experiencing a convergence:

• Emerging technologies affecting work practices – Virtualization of work

• A maturing workforce – Retiring and/or moving on to second careers– Walking out the door with years of experience

• Hiring of Tech-savvy employees– High comfort and skill; technology is natural

• New Internet capabilities– Web 2.0 (social web) / Web 3.0 (semantic web)

• The Leadership mandate:

Maximize the enterprise’s intellectual capital via tacit knowledge management to optimize capability and competitiveness


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Skills &

Knowledge

Management

6

Pilot Project Design

• Literature and best

practices review to

support MIKE design

principles

• AJW-22 Personnel

Roster to identify

study participants

• 23 Field Trip

reports in several

formats (DOC, PDF,

etc.)

• 7,154 Record of

Assistance records

starting 10/2006 and

ending 6/2009

• 2,000 emails


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Skills &

Knowledge

Management

Engineers

Proxy KM

Enterprise Intelligence

Org. Health Metrics

Performance Pattern Analysis

Event/Transaction Management

Context Patterns/

Risk Metrics

Business

Process

Management

CSSS

Context

Sensitive

Feedback

Causal Analysis Predictive Intelligence Strategy Formation

MIKE

KMIntelligence

ERP

Leadership

Performance Readiness

OJTMetadata

Library

School – OJT Courses

Content Disaggregation

AutotagAutobundle

Readiness Support

Policy/

Operational Change

Customer /Vendor Space

Enterprise Team

Context – Specific

Performance

Learning

Learning

Requirements

Legacy

Knowledge

Sources

Organization

Analysis

Customer Satisfaction

Support Services

Legacy Information /

Knowledge Resources

Shared Expertise

Context

Filters

TechNet

MIKE

Pilot

Enterprise Environment


Semantic

Skills &

Knowledge

ManagementOntology Driven Structure

MIKE is self-populating - self-correcting – self learning


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Skills &

Knowledge

Management

Sensor

Appliance

Associations/

Affiliation

Engine

Semantic/

NLP

Small Worlds

Context

Analytics

MIKE

Dashboard

Net-Centric

Event Management

/Content

Other Content

Sources

Taxonomic

Adjustment

Data Collection

1 32Dashboard

Semantic Analysis Data Alignment Data Presentation

Email

Blog, Wiki

IM, etc.

Reports

Diagrams

Records

“We didn’t hire smart people so we could tell them what to do;

we hired them to tell us what to do.”

Integrated Net-Centric and Semantic Environment

Backroom Web 3.0

Most Important

Knowledge and

Expertise

MIKE


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Skills &

Knowledge

Management

Most Important Knowledge and Expertise Network

Welcome to MIKE. The ATO-ATCF Network of Tacit Knowledge Resources for Individuals and Teams

A Semantic Web solution to capture knowledge and expertise in reports, emails, and technical documents


Semantic

Skills &

Knowledge

Management This is the profile others will see.

Role, Specialty, Team,

Skills, Contact, Favorite

Websites

Recent

Experience

Recent

Solutions I

Contributed

My ATCF-PSG Role

My Top VerbsHigher / Lower

Order Thinking

Capability

Team Top Verbs

My System, Sub

Specialty, Parts

Expertise

My Profile Page


Semantic

Skills &

Knowledge

Management My Technical Associates Network Page

(Shared interest/expertise with others)

Team Expertise

Network Node

Graphic

FAA Associates

Shared Attributes


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Skills &

Knowledge

Management

My Expertise Page

Personal and

Team Expertise

Graphics

Search My Expertise

System, Specialty, Parts

Dynamic Themes / Patterns (email, wiki, blog, documents, etc.)


Semantic

Skills &

Knowledge

Management My Experience Page

Personal and

Team Experience

Graphics

Search My Experience

If something was sent or used

Advised or Visited

Date, Airport, City, State, System


Semantic

Skills &

Knowledge

Management My Solutions Page

Personal and

Team Solutions

Graphics

Problem

My Solutions LibrarySearch My Solutions

View Charts/Video


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Management

Second line engineers

collaborate electronically

with other engineers who

use TK & EK to assist

Second line

engineers

receive a

request for

assistance

Second line

engineers

use TK to

formulate a

solution

Electronic artifacts

are “processed” and

added to MIKE

MIKE Data are shared to solve

new problems; solutions are then

added to MIKE as new TK

M I K E

EK with embedded TK

2.

3.

4.

5.

1.Vendors Field Technicians /

Engineers

Second line engineers

research Net-centric

and other content, e.g.,

Records of Assistance,

Tech Reports,

Handbooks, etc.

Contextual Environment


Semantic

Skills &

Knowledge

ManagementFeeding Legacy Applications


Semantic

Skills &

Knowledge

ManagementMajor Outcomes / Results

• Extraction of data from social business, expertise and trust networks.

• Event-based filtering and navigation of e-mail, blog, wiki discussions.

• Uncovering hidden tacit knowledge in explicit knowledge artifacts.

• Filtering and navigation of VoIP telephony transactions.

Demonstrated easy harvesting of net-centric data and allowed for:


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Skills &

Knowledge

ManagementConclusion and Outlook

• Given the forces of change, more effective capturing and sharing

of TK across the enterprise is essential for maximizing

organizational performance and competitiveness; MIKE

technology can facilitate this.

• The work culture is migrating toward a Virtual Organization (VO)

operational environment; MIKE technology can help organizations

manage that imminent change.

• Tacit knowledge and sharing patterns can be captured, presented

and optimized without disruption to employees’ daily routine.


Semantic

Skills &

Knowledge

Management

Have questions / need more info?

[email protected]

[email protected]