Knowledge Management

1. Knowledge Management Session 4

2. What is knowledge management? Why do businesses today need knowledge management programs and systems for knowledge management? What types of systems are used for enterprise-wide knowledge management? How do they provide value for organizations? How do knowledge work systems provide value for firms? What are the major types of knowledge work systems? Objectives

3. Objectives • What are the business benefits of using intelligent techniques for knowledge management? • What major management issues and problems are raised by knowledge management systems? How can firms obtain value from their investments in knowledge management systems?

4. Knowledge Management Concepts IT Techniques for Knowledge Management IT Systems for Knowledge Management Enterprise Knowledge Networks Capturing Knowledge Topics

5. Data, Information, Knowledge and Wisdom Wisdom Understanding Principles Knowledge Increasing Context Understanding Patterns Information Understanding Relationships Data Increasing Complexity

6. Synergy of Knowledge • A collection of data is not information • A collection of information is not knowledge • A collection of knowledge is not wisdom • A collection of wisdom is not truth

7. Types of Organisational Knowledge • Explicit Knowledge – represented in documents, books, e-mail and databases • Embedded Knowledge – organisational knowledge found in business processes products and services • Tacit Knowledge – undocumented knowledge that is captured during business processes by knowledge workers

8. Characteristics of Knowledge • Subjectivity – depends on point of view • Transferability – may be transferred from one context to another • Embeddedness – not always easily accessible • Self-Reinforcement – increases in value the more it is shared • Perishability – diminishes in value over time • Sponteneity – cannot be generated on demand

9. Organizational learning:Creation of new standard operating procedures and business processes reflecting experience – “The Learning Organisation” Knowledge management:Set of processes developed in an organization to create, gather, store, disseminate, and apply knowledge Organizational Learning and Knowledge Management

10. The Knowledge Management Value Chain

11. Whose Knowledge? • Push Knowledge Management – use of IT systems to make information available • Pull Knowledge Management – the culture of the organisation – “You can lead a horse to water but you can’t make it think”

12. How Does Knowledge Management Create Value? Customer Intimacy Cultivating relationships to gain customer knowledge Delivering what specific stakeholders want Product/Service Leadership Operational Excellence Delivering solid products and services at the best price and with the least inconvenience Delivering the best products and services ---offerings that push performance boundaries VALUE Employee Capability Leveraging human intellectual capital in service design and delivery

13. IT Techniques in Knowledge Management • Data Mining – extraction of implicit, previously unknown and potentially useful information from data • Data Warehousing - a record of an enterprise's past transactional and operational information, stored in a database designed to favour efficient data analysis and reporting - not meant for current "live" data • Data Dredging – pejorative term refers to the imposition of patterns on data where no real pattern exists

14. Data Mining • Usually associated with an organisation’s need to identify trends • Eg. A supermarket may analyse the buying patterns of people who buy Coca-Cola and find that in 65% of cases these customers also bought Pringles - indicates possible joint promotion of these products

15. Data Warehousing • Data warehouses often hold large amounts of information -subdivided into smaller logical units called dependent data marts • Two basic ideas: • Integration of data from distributed and differently structured databases, which facilitates a global overview and comprehensive analysis in the data warehouse. • Separation of data used in daily operations from data used in the data warehouse for purposes of reporting, decision support, analysis and controlling. • Periodic imports of data from ERP systems and other related systems into the data warehouse for further processing • Business Intelligence reports (e.g., MIS reports) generated from the data managed by the warehouse. Thus, the data warehouse supplies the data for and supports the business intelligence tools that an organization might use

16. Taxonomy: Method of classifying things according to a predetermined system Tagging: Once a knowledge taxonomy is produced, documents are tagged with proper classification Organizing Knowledge

17. Major types of knowledge management systems

18. Structured knowledge Semistructured knowledge Knowledge repository Knowledge network Enterprise-Wide Knowledge Management Systems

19. Enterprise-Wide Knowledge Management Systems

20. The Problem of Distributed Knowledge

21. Building Blocks of Enterprise Knowledge Management • EIP or corporate portal - focal point of an organisation’s knowledge management • Information Management Systems – facilitates organisation, indexing and classification of knowledge assets • Federated Search – facility to search across all structures and unstructured information sources • Business Intelligence (Decision Support) – data warehousing, data mining, routine analysis, reports etc. • Collaboration – email, virtual workspaces etc.

22. Enterprise Information Portal EIPs becoming foundation of B2E, B2C and B2B systems • Search/discovery and navigation to information from a knowledge map • Taxonomy, relevant indexing and classification of information sources • Knowledge network, user interface to communities of interest/expert systems • Personalisation and presentation of relevant information to the desktop • Dynamic delivery of information to the desktop via intelligent agents • Enterprise application integration

23. Hummingbird’s Integrated Knowledge Management System

24. Enterprise Information Portal

25. KPMG – KWorld Model 15 Segments 19 Products Regions Products & Segments Clients/Targets People Conferences KPMG Library Assurance Tax Consulting FAS

26. KPMG Knowledge System Processes

27. AskMe Enterprise Knowledge Network System

28. Teamware: Group collaboration software running on intranets that is customized for teamwork Learning Management Systems (LMS): Tools for the management, delivery, tracking, and assessment of various types of employee learning Teamware and LMS