the knowledge management infrastructure prof.e.vandijck
Post on 19-Dec-2015
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Knowledge
Knowledge is a broader and more difficult to define concept than information.
We obtain knowledge when the information is also interpreted and therefore made usable. We get knowledge by creating associations and by earning insight.
Types of Knowledge
We can distinguish between two major types of knowledge
Tacit Knowledge
Explicit Knowledge
Tacit Knowledge
Tacit knowledge: resides in someone´s head, it does not exist in explicit form and is not easily transferred to others.UndocumentedIn people´s headsA source of explicit knowledge
The highest-value knowledge is that held by employeesExperienceInsightexpertise
Explicit Knowledge Explicit knowledge is stored in digitized form so that it can
be viewed, read, used and applied.
StructuredBooks, reportsDatabasesDrawingsMethodologiesTrend analysis
Unstructured IllustrationsArticlesE-mails, news
More directly usable
Forms of Knowledge Conversion
Tacit knowledge Explicit knowledge
TacitKnowledge
ExplicitKnowledge
Socialization Externalization
Internalization Combination
Externalization of Tacit Knowledge
Best for:
Advantage:
Limits:
Examples:
Capture and Codify Knowledge
Multiple,
Repeatable solutions
Sharable by many
Major conversion and maintenance
Supply chain mngt
SAP install
Provide guide to experts
Innovative
Unique solutions
Low KM solution cost
Demand on availability of experts
Investment banking
Strategic consulting
Source: Gartner group
Benefits of Explicit Knowledge
Payoff:
Internal
Sources:
External
Sources:
New Intelligence
Discover trends
Anticipate
Improve strategic action
Employees, product, service and customer analysis
E-commerce feedback
New feeds
Internet research
Asset Management
Reuse elements
Protect from loss
Key employees
Critical databases
Critical business processes
Market analysis
Internet research
Source: Gartner group
Benefits of Tacit Plus Explicit Knowledge
Solution supportApplying pragmatic experience to replicate decision
making for complex problems
ExamplesComplex contracts or decisionsDiagnosis and treatment in healtcareBuilding direct-marketing campaigns
PayoffImprove process and service performanceBest practices databases
What is Knowledge Management ?
Knowledge management is notThe implementation of a technology
Knowledge management isa multidisciplinary approach that integrates
• Business strategy
• Cultural values
• Work processes
Good technological support is crucial, but is not enough to create a good knowledge environment.
Knowledge Management
The broad process of identifying, capturing, organizing, transferring and using knowledge .
Knowledge management promotes collaborative approach and group work.
Framework:
LeadershipOrganizational
Knowledge
AdaptApply
Create
Identify
CollectOrganize
Share
Leadership
Measurement Culture
Technology
Process
Enablers
Source: American Productivity & Quality Center - Carla O’Dell, C.Jackson Grayson
Facts
Enterprise invested in KM-relevant technologyIntranetsGroupwareData warehousesData mining
Enterprises forgot the non-technical workAligning knowledge to business goalsMapping knowledge contentCreating networks of knowledge usersChanging culture and defining KM role
Business Benefits of KM
KM generates economic and business benifits by:
Providing broad and easy access to enterprise knowledge
Leveraging knowledge trough improved collaboration processes and technologies
Integrating KM into work tasks and processes of employees
Stimulating innovation and the creation of new knowledge
Gartner group study showed that 60% of knowledge management programs resulted in success
Aspects of Knowledge Management
Knowledge discoveryGenerating knowledge from data
Knowledge representationHuman-readable knowledgeMachine-readable knowledgeOntologies (study of being, general properties)
Knowledge filtering Knowledge searching
Search engines Intelligent agentsVisualization models
Within the Company
Companies try to manage and use this knowledge in a more systematic way.
Required actions.
define which knowledge is required in order to define and execute the strategic business plan;
organizations must implement a system that assures a continuous flow from the members of the organization, the knowledge workers, towards the infrastructure that supports the knowledge management;
there has to be an integration of the strategy, the processes, the cultural and technical aspects of knowledge management .
Setup of an Enterprise Knowledge Architecture.
.
KM Success Is Focused on the Business
Do firstDetermine role of knowledge in achieving company goalsSelect mission-critical business areas for high KM impactKnowledge-enable key processes and decision makingTry to make the link between improved knowledge and
business resultsStart small projects within the business culture
Do thenEncyclopedia of R&D or operations knowledgeKnow-how of departing expertsCapture tacit knowledge in explicit form
Business Architecture
Knowledge Architecture
Information Architecture
Data Architecture
IT Architecture
EnterpriseArchitecture
The Enterprise Architecture
The IT architecture: basis for the other components.Hardware.Network and communication environment.The system management tools.The middleware and the basic software.
The data architecture.How data will be collected, stored and distributed.Those data are raw data in an updateable form,
needed for later interpretation and usage.Important aspects here are reliability, integrity and
security.
The Enterprise Architecture
In the information architecture: basis and the guideline for the ICT-management.The ICT-strategy of the enterprise is captured. It is the translation of the enterprise business strategy into
high-level information needs.A set of applications that are build to fulfil business needs.
The knowledge architecture.How and where the organization creates and distributes
knowledge in all the forms. The business architecture.
The way the enterprise planned to achieve its business strategy.
This strategy includes goals and objectives, seen in the context of the environment of stakeholders, employees, competitors and other internal and external factors.
KnowledgeArchitecture
KnowledgeManagement Infrastructure
Gathering. Document management. Office systems. Data entry.
Dissemination. Email, voice mail, … Web. Inquiry systems. Data warehouse, data mart.
Networks. Lan, wan, Internet, intranet, extranet.
Storage. Databases, files, ... Meta data, dictionaries, …
Groupware. Collaboration tools. Conferencing tools.
Analysis. Data mining. OLAP. Visualization.
•extract•combine•transform•derive•analyze•present
Data Layer
Metadata- Data Structure - Taxonomy- Data Content - Knowledge maps
- Thesaurus
Data Sources
•Groupware repository
•Document management
• Intranets
• File servers
•WWW
• …
Data Types
• Relational databases
• Text files
• Audio/video
• Web pages
• E-mails
• …
Data Formats
• XML
• HTML
• ASCII
• GIF
• MPEG
• …
Portals
Provide a window into information, systems and processes of an organization
Portals are essential to support KM Enterprise portals
Personal portals
A portal provides a uniform access to Documents (unstructured data)
Databases (structured data)
Applications
…
Based on a knowledge map, repositories and indexes Build-in filtering mechanisme To be combined with Push Technology
The Knowledge Framework in Practice
The components of a technologic
knowledge architecture
Knowledge repositories and libraries
Knowledge carthography
Communities of knowledge workers
The Knowledge Flow
Knowledge-repositories
andLibraries
Knowledge Carthography
Communitiesof
knowledge-workers
TheKnowledge
Flow
Source:Borghoff 1998
Organizing available Explicit knowledgee.g. case based reasoning
Also tacit knowledge of specific experts
Meta-knowledge.Map of knowledgedomains
Technological applications for exchanging tacitknowledge
Technology that supportsconversion from tacit to explicit knowledge and the other way around
Explicit Knowledge in Document Format
Documents is a traditional method for the codification of knowledge
Better usage of already available documents On-line document databases
Lessons-learned archivesBest practices databases
Document knowledge bases for knowledge domains without unique answers
Development of a knowledge repository
Setup of a Knowledge Repository
What documents are we going to store, and why?
Manuals to support maintenance
Client documentation for marketing
…
Avoid overload
Selection based on predefined criteria
Alternatives
Special task to select documents
Everybody can add documents
Organizing Documents
Values in an index or meta-knowledge Attributes of a knowledge document
Activities
Keywords
Type of document
Product or service
Authority (owner, usability, quality, …) of the knowledge
Time and validity period
The Knowledge Flow
Support the knowledge flow is the basic goal of knowledge management.
It is the central component in the framework, and the the link between the three other components.
It stimulates the interaction between:The tacit knowledge generated and exchanged between the
community of the knowledge workers;The explicit knowledge in the knowledge repositories;The explicit meta-knowledge used as the corporate knowledge
map.
The basis for the technological structure.
are the itelligent agents.
Intelligent Agents
Intelligent agents:perform tasks on behalf of something else like e.g. a person, a
system or a business proces;. it is a small computerprogram that can perform tasks on his
own, including take some decissions;an agent can react on events; it can contain simple rules or it can be based on more complex
techniques like neural networks; they run in background, often without being seen by the users.
Useful in two of the components of the framework: in knowledge repositories; in knowledge carthography.
Intelligent Agents in Knowledge Repositories
Personal agentsTo master information overload;To switch from pull to push mode;Personalized content filtering;User profile, based on a personal thesaurus and
intelligent search algorithms;
Technical agentsAutomatic document indexing;Important in case-based reasoning systems;
Intelligent Agents in Communities of Knowledge Workers
Personal agentsResponsible for activity planning (workflow environments); Interaction with actor agents that define the role of the worker in
the business process;
A workflow agent tries to find a personal agent that can perform a certain task;Asks the personal agent whether this task fits in planning of the
specific knowledge worker;
A deliberation agent will check the requests against the availability of the personal
agents;An instance of the actor, containing the goals and activities of
the task, is added to the personal agents.
Integration of the Components Using Intelligent Agents
Knowledge repositories
• Technical agent (e.g.indexing)
•Personal agents
Explicit Explicit
Knowledge Workers
• Technical agent (e.g.workflow agent)
•Personal agents
Tacit Tacit
Knowledge carthography• Agents / Profiles
Definition•Personal agents•Communities•Processes
1. Add explicit knowledge
2. Inquiry for explicit knowledge
4. Input for profiles of people and communities
6. Input for profiles of people, communities and processes
3. Inquiry for profiles of people and communities
5. Inquiry for profiles of people, communities and processes
Dynamic adaption and creation
Decision Framework for KM-project
Identify Key Values
Source: Gartner Group
Evaluate EnterpriseStrategy/direction for KM« Values »• Business model• Service goals
• Identify business goals for KM• Select a knowledge recovery strategy• Evaluate potential for Cultural
and business shift• Evaluate potential benefits
• Set performance measures• Determine cost and other
resources for KM• Ensure business unit support
and funding
Analyse Benefits/measures
Define KM strategy
•Explicit knowledge apps.•Tacit knowledge apps.•Combined apps.•Set performance goals
Set KM performance goals
Critical Success Factors
KM strategyMission, goals, vision, alternatives, responsibilities, …
ResourcesBudget for staff, development, …
TechnologyNetwork, user delivery, tools, maintenance, storage
MotivationFor sharing knowledge
Promotion and Training
Cultural Success Factors
Combine value contributed by individual with value of contributions by groups.
Face-to-face meetings are still required to bring contributers together.
Consistent terminology and models are critical.
Communities of practice and experience on processes and knowledge.
Cultural change is required.
Citation Citation
There is nothing more difficult to plan ,
more doubtful of success,
nor more dangerous to manage
than the creation of a new system.
For the initiator has the enmity of all who
would profit by the preservation of the old
system and merely lukewarm defenders in
those who would gain by the new one.
Machiavelli, 1513
Computer Technologies for KM
Groupware: mail, Lotus Notes, Intranet,Chat boxes, …
Multimedia, video, … Documentation systems and XML Expert systems Artificial Intelligence systems Data Warehousing, OLAP, data mining, statistics Search engins, encyclopedia, in-text search Case-based reasoning Agents Computer based training
Mentioned reasons for KM
In decreasing order of importance: Integrate multiple sources of data Marketing and sales Growth and innovation Business process inprovement People orientation Service improvement IT orientation Information Management orientation Cost savings
Source: Gartner group