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Knowledge Management Knowledge Management Notes for DSSNotes for DSS
SOM 485SOM 485
September 2007September 2007
Abe FeinbergAbe Feinberg
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KM USESKM USES
• Decision Making• Planning/Strategies• Innovation• Design• Competition• Product/Process Design• Customer Relations• Education
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Dalkir Chapter 1Dalkir Chapter 1IntroductionIntroduction
• Organization in the knowledge age learns, remembers and acts.
• KM initially defined as the process of applying a systematic approach to the capture, structure, management and dissemination of knowledge throughout the organization for spped, reuse best practices and reduce costly rework.
• Add value through reuse and innovation
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Dalkir Chapter 1 IntroductionDalkir Chapter 1 IntroductionSome KM Objectives, etc.Some KM Objectives, etc.
• Smooth Transitions and Minimization of K loss for Quits, Transfers and Retirements
• Identify critical resources and K areas• Build up a toolkit of methods to stem k losses• Interdisciplinary Nature of KM• Tacit vs. Explicit K • Levels of Intellectual Capital: Strategic-Tactical-
Operational
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Dalkir Chapter 1 IntroductionDalkir Chapter 1 IntroductionWhy KM is ImportantWhy KM is Important
• Globalization of business
• Leaner Organizations
• Corporate Amnesia
• Technological Advances
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Dalkir Chapter 2 KM CycleDalkir Chapter 2 KM Cycle
• 6 views of the cycle • Wiig: Create, Source, Compile, Transform,
Disseminate, Apply, and Realize Value (Build, Hold, Pool, Apply)
• Bukowitz and Williams: Get, Use, Learn, Contribute, Assess, Build/Sustain and DIVEST
• Meyer and Zack: Acquire, Refine, Store, Distribute and Present
• Strategic Implication: Retain and Share K
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Dalkir Chapter 4Dalkir Chapter 4Knowledge Capture & CodificationKnowledge Capture & Codification
• Known-Unknown Matrix: Danger is in the Lower Right Corner “Don’t Know that we Don’t Know”
• Capturing Tacit Knowledge: interviews, surveys, questionnaires, observation, or simulation.
• Storytelling; IBM and Xerox • Templates: Learning History p.92 and K
Acquisition Session p, 95• Decision Trees: see p. 99• Key point is that the more tacit K is, the more
valuable it is
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Dalkir Ch. 5Dalkir Ch. 5K sharing and CoP’sK sharing and CoP’s
• K Sharing follows Acquisition and Codification• Social Network Analysis (SNA) is used to
identify connections with direction and volumes p. 117 Fig. 5-3
• CoP Types include: Member to Member Content, Member to Member Interaction, Events and Outreach p.125
• CoP Roles include: visitors, novices, regulars, leaders and elders
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Dalkir Ch. 5Dalkir Ch. 5K sharing and CoP’sK sharing and CoP’s
• Best Practices begin with a good idea, then good practice, then local best practice and finally industry best practice or benchmark
• K Sharing increases Human Capital• Sharing benefits include: standardization,
avoiding mistakes, leveraging best practices, reducing time to achievement, building reputation, and improving strategic capabilities
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Hislop Ch. 4 Hislop Ch. 4 Motivating Knowledge SharingMotivating Knowledge Sharing
• Conflict• Status• Equity Fairness• Trust• Organizational Commitment/Culture• Reward/ Recognition• Visibility to Top Management
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Hislop Ch. 5 Hislop Ch. 5 Communities of PracticeCommunities of Practice
• Objective• Focus of efforts• Membership• Governance• ______• External system• Time Frame
• Internally Negotiated• Collective Practice/K• Voluntary• Consensually
Negotiated• Self Managed• Indefinite
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Hislop Ch. 6Hislop Ch. 6Intercommunity K ProcessesIntercommunity K Processes
• Limits include Cultural Differences
• Systems of Measure: English vs. Metric
• Trust and Social Relations
• Private vs. Public Sector (CPM vs. PERT)
• Inter-organizational Relations are Key
• Link at the Top is Critical for Success
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Hislop Ch.7Hislop Ch.7Power, Conflict and K ProcessesPower, Conflict and K Processes
• Conflict, Power and Politics; p. 91 Weberian-based– Traditional (automatic)– Affective (emotion shaped)– Value Rational (action oriented to values)– Calculative (Instrumental rationality)
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Hislop Ch.7-PowerHislop Ch.7-Power
• Power properties of Knowledge– Scarcity– Satisfy wants/needs– Shortage of alternatives
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Hislop Ch.7Hislop Ch.7Power ResourcesPower Resources
• Physical
• Economic
• Administrative K
• Technical K
• Normative (Individual Beliefs and Values)
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Coakes PrimerCoakes Primer
• What is Knowledge? – Acquaintance with facts, truths or principles– Familiarity or conversance with a topic– State of knowing/perception– Body of facts and truths accumulated over
time– enlightenment
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Coakes Primer 2Coakes Primer 2
• Web of Relationships View
• Explicit vs Tacit Knowledge– Explicit: documented, archived or codified– Tacit: application of multiple intelligences– Start with web of social and cultural relations
within the organization
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Coakes Primer 3Coakes Primer 3
• What is the KM Payoff?
• Faster decisions, improved efficiency and effectiveness, develop innovative products and services, and ultimately improve the organization’s revenues and profit
• Improve the organization’s longevity and chance of survival
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Coakes Primer 4Coakes Primer 4 Successes Successes
• Sieloff on p. 419 cites HP Success: with key of encouraging innovation and sharing of knowledge throughout the company
• Newell et al. cite linkage of KM and ERP systems that were simultaneously deployed, the key was complementarity of the two systems
• Pfeffer et al. p. 421 state that KM works best when K generators also store, explain, and coach others through implementation
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Coakes Primer 5Coakes Primer 5FailuresFailures
• Venture Capital Startups• Management is Critical• Chance of Success is Critical Too• Need Specific Objectives, Focus on Strategic
Priorities, and Top Management Involvement• Personal Experiences
– Digital Audio– Decision Analysis Software– Cell Life Extension
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Coakes Primer 6Coakes Primer 66 Traits of Successful CoP’s (p. 423)6 Traits of Successful CoP’s (p. 423)
• Clear business value proposition
• Dedicated Skilled Leader
• Coherent, Comprehensive K-Map for Core
• Easy-to Follow K sharing
• Appropriate Technology to Facilitate Sharing
• Communication and Training Plans for those Outside of the CoP
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Coakes Primer 6Coakes Primer 64 More Traits of Successful CoP’s (p. 423)4 More Traits of Successful CoP’s (p. 423)
• Update, Dynamic Roster of CoP Members
• Key Metrics of Success to Show Results
• Recognition Plan for Participants
• Agenda of topics for Early Months of Existence
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Coakes Primer 7Coakes Primer 7K Culture (Chait article p. 431)K Culture (Chait article p. 431)
• Valuing Knowledge and Placing it at the Customer’s Disposal
• Democratizing Knowledge by De-linking it from Individuals
• Valuing Diversity by recognizing no age, experience, race or gender hegemony
• Accepting a new role for Management• Focusing on the knowledge grid (see p. 79
in Dalkir)
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KM Tools Dalkir Chapter 8KM Tools Dalkir Chapter 8Technology Classifications (Rollet)Technology Classifications (Rollet)
• Communication• Content Creation• Adaptation• Personal Tools• Networking
• Collaboration• Content Management• E-Learning• Artificial Intelligence
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KM Tools Dalkir Chapter 8KM Tools Dalkir Chapter 8Major Tools & Technologies p. 220Major Tools & Technologies p. 220
• K Creation and Capture
• K Sharing and Dissemination
• K Acquisition and Application
• Content Management
• Networking Technologies
• Artificial Intelligence Technologies
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KM Tools Dalkir Chapter 8KM Tools Dalkir Chapter 8More ToolsMore Tools
• Data Mining• Blogs• Groupware and Collaboration• Wikis• Networking• Filtering (p. 237)• Adaptive Techologies• Mercedes Benz assistance Center p.242
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KM Tools Hislop Chapter 8KM Tools Hislop Chapter 8Info. & Comm. Techs. (ICT’s)Info. & Comm. Techs. (ICT’s)
• ICT Applications– Search Search– Create e.g., CAD– Utilize Decision Support
Systems– Share Intrranets, e-mail– Integrate Groupware
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KM Tools Hislop Chapter 8KM Tools Hislop Chapter 8Concerns re; Objectivist ViewConcerns re; Objectivist View
• Codification of Tacit Knowledge
• Are Tacit and Explicit K Inseparable
• Fragmentation of the Organization
• Contect dependence of K
• Ability to Collect K Centrally
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KM Tools Hislop Chapter 8 p. 113 KM Tools Hislop Chapter 8 p. 113 Communications Media CharacteristicsCommunications Media Characteristics
• Face-to-Face Interaction
• Video Conferencing Plus File Sharing
• Telephone
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ReferencesReferences
• Coakes,Elayne, “Knowledge Management-A Primer,” Communications of the Association for Information Systems, Vol. 4, 2004, pp. 406-489.
• Dalkir, Kimiz, (2005), Knowledge Management in Theory and in Practice, Elsevier Butterworth Heinemann, ISBN 0-7506-7864-X.
• Hislop, Donald, (2005), Knowledge Management in Organizations - A Critical Introduction, First Edition, Oxford University Press, ISBN 0-19-926206-3.