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Knowledge Management

Knowledge Management. Israeli Chamber of Information Systems Analysts December 5 th , 2001. Shimon Barak. Agenda. Knowledge Management – What it is? What it is not? Some issues in implementing KM Enterprise Portal Communities Tools. When you say KM, you mean:. Knowledge Management?

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Knowledge Management

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  1. Knowledge Management Israeli Chamber of Information Systems Analysts December 5th, 2001 Shimon Barak

  2. Agenda • Knowledge Management – What it is? What it is not? • Some issues in implementing KM • Enterprise Portal • Communities • Tools • ...

  3. When you say KM, you mean: • Knowledge Management? • Remember: it is about knowledge but about management also • Information Management? • Information before Knowledge • Document Management? • To begin with • A big repository of everything with a search engine on top of it? - Will you get the result you wanted? • A Web site with links (Portal or not)? • Let be organized

  4. What is Knowledge • We have a knowledge about a subject when we know the subject ourselves or we know where we can find information about it. • Knowledge is about connecting people that need information to people that have this information

  5. KM involves: Knowledge Management Incentives Portal Change Mngt ... ... ... ... Content Mngt Best Practices Collaboration Taxonomy Communities Processes Search Culture

  6. Do we know what we know? “If only we knew what we know, we would be three time as profitable.” HP CEO Lew Platt

  7. KnowledgeExplicit / Tacit Knowledge Explicit = 10% Tacit = 90% Explicit knowledgeis shared or codified(Internet, documents,help, e-mails…) • Tacit knowledgeis the unspokenexpertise of individualsand teams (courses, experience, ideas….)

  8. Insights Wisdom Databases Tacit Knowledge Where is the Information? E-mail Fax Voice Web Sites News Documents, graphics, presentations ? Explicit Knowledge

  9. Biggest Problem We Face Information Overload

  10. IT as the Sorcerer’s Apprentice • Thanks to IT, Information and knowledge have moved from scarcity to abundance • but more is not necessary better • Our personal time and attention has become the critical resource of the knowledge economy • and therefore needs to be carefully allocated • But IT still sees its role primarily as delivering more power, more bandwidth, more data • thereby making the problem worse

  11. Explicit Knowledge- Dangers! • Abundance of information • Information not updated • Hard to reach the right information • Every site look different • People don’t know about existing information

  12. THE “EXPERT” Analytics Presentations Information Reports Diagnostics THE VIRTUAL EMPLOYEE Tacit Knowledge Lessons Learned Private Network OTHER EXPERIENCED EMPLOYEES FIELD SUPPORT Skill sets Qualifications Insights Corporate learnings Alliances Tools and diagnostics PERSONAL FILES Consistent methodologies ELECTRONIC KNOWLEDGE BASES Knowledge ManagementMust change with the times The old model of “Knowledge is Power Lone Ranger” with personal expertise The “virtual employee” -- access knowledge anytime, anywhere

  13. Obstacles to Knowledge Sharing Corporate Culture Change No Time / People/ Budget (זאת) No Knowledge Strategy NIH - Not Invented Here Syndrome Employee recalcitrance

  14. Why people are ready to share? • Reciprocity • If I share, people will share with me and it will help me to know more • Repute • If I share, people/managers will know me... and it will help me to be promoted • Altruism • I am always ready to help. (yes, there are some strange people)

  15. Knowledge Oriented Processes • E-mail • Document Management • Internet • Intranet (Undernet) • Help Desk

  16. KM Goal “Bringing the right information to the right people on the right media at the right time” Right Information Right People Short, long, deep Managers, programmers, technical people, marketing people, ... Right Media Right Time Intranet, e-mail, phone, person, meetings, ... Immediately, good to know

  17. 1. Culture For a knowledge sharing environment 2. Technology Hardware, software, network, etc. 3. Processes Knowledge reliant business processes The 3 Elements of Knowledge Infrastructure Corporate Knowledge Infrastructure

  18. KM Culture • Corporate Management Support • KM Steering Committee • Corporate KM Team • Spending Time on KM • Incentives • Communities of Interest

  19. CKOs – Who are they? • Evangelists • Have the passion, believes that KM is the answer • Entrepreneurs • Driven to build something new, willing to take risks • Persuaders • Use the arts of influence: reciprocity, commitment, consistency and gentle deference • Communicators • Pursue multiple means of communication: meetings, newsletters, e-mails, one-to-one conversations... • IT Savvy • Understand the capabilities of IT

  20. A Portal – What we need? • Personalization • Search • Categorization • Site Map • Push • Pull • Subscribe and Alerts • Security • Content Management • Application integration

  21. Sharepoint Broadvision Web Sphere Oracle Plumtree Vignette Brio Commugen ... (Babylon) KM Products

  22. Communities • Communities of Interest/ Practices • People who: • Have a same interest • Trust each other • Have a place to collaborate • Virtual places • E-mail, discussion groups, chat, collaboration products... • Physical places • Meetings, conferences, phone, ...

  23. The Knowledge Transfer in a Conference The Participants The central team to the participants The participants to the central team The central team The participants between them The conference

  24. Building a Service • Who needs it? • They really need it? • Who asked for it? • Are they the right people to ask for it? • High Management approval • Is it according to the company business targets? • Who will update the information? • Think again! Are you sure? • Who will use the information? • Think again! Is it what they want?

  25. Building the best service – They don’t use it. Why? • They didn’t participate in the design and were not in the loop. • They don’t have the time • It is not friendly enough • Bad response time • It is not within the environment they use to work in • “The token didn’t fall” • Change Management • ....

  26. Implementation • Explain what KM is • Ensure participants • Ensure updated information • Ensure that people share their knowledge • Ensure that people use the knowledge • Help if needed

  27. Change Management • People • Processes • Technology

  28. What have we learned? • See the big picture, begin small with an appropriate service which can be a good example for others. Show working services. • Not everything can be written in documents. Put links to experts, allow collaborations, meetings… • KM is not only technical (needs culture and processes) but no KM without a technical environment (Enabler). • Use counselors – but … • Push , Push & Push. Don’t give up. “Show your enthusiasm” (Larry Prussak)

  29. Thank You Shimon Barak shimonb@amdocs.com

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