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Knowledge Management

Knowledge Management. Data-Information-Knowledge. Data are discrete, objective facts about events. In organizations, a structured record of transactions. Information is the result of processing data to provide meaning.

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Knowledge Management

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  1. Knowledge Management

  2. Data-Information-Knowledge • Data are discrete, objective facts about events. In organizations, a structured record of transactions. • Information is the result of processing data to provide meaning. • Knowledge is a justified personal belief that increases a person’s capacity to take action.

  3. Tacit versus Explicit Knowledge • Knowledge in organizations ranges from the rich, complex, accumulated expertise that resides in organizations and is partly inexpressible (tacit knowledge) to structured and explicit.

  4. Three Perspectives on KMS • Information-based • Technology-based • Culture-based

  5. Concerns Over Information In KMS • Building vast amounts of data into usable form • Avoiding overloading users with unnecessary data • Eliminating wrong/old data • Ensuring customer confidentiality • Keeping the information current

  6. Concerns Over Technology in KBS • Determining infrastructure requirements • Keeping up with new technologies • Security of data on internet

  7. Percent of KBS with Various Tools/Technologies • Browser 90 % • Electronic mail 84% • Search/ Retrieval tools 73% • Information repositories 52% • WWW server 42% • Agents/ Filters 36% • External server services 31% • Videoconferencing 23%

  8. Concerns Over Management in KBS • Change management implications • Getting individuals to volunteer knowledge • Getting business units to share knowledge • Demonstrating business value • Bringing together the many people from various units • Determining responsibility for managing the knowledge

  9. Ernst & Young’s Competitive Advantage Harnessing the skills and talents of all our people better than our competitors can or will Learning faster and sharing more

  10. Services • Knowledge is what E&Y sells. • Personal knowledge and expertise • Structural knowledge • ...we have to embed it in every service we provide and use it to create new services

  11. E&Y’s Knowledge Framework Strategy Infrastructure Content Services Processes People & Organization Relationships

  12. Strategy • Full alignment with the overall business strategy • Clear goals and objectives • Balanced scorecard approach to measurement • Sponsorship from the highest level • Chief Knowledge Officers in place

  13. Infrastructure • Ernst & Young’s Knowledge Web • Global solutions • Two main platforms • Lotus Notes • Web-based intranets • Plus e-mail, voicemail, internet, teleconferencing, document management etc.

  14. Infrastructure • Ernst & Young Knowledge Centers • Centers for Business Knowledge • Center for Business Innovation • Assurance Support Centers

  15. Store Acquire Deploy Add Value Clients Provide Infrastructure Learn Input E&Y teams The knowledge management process Demonstrate Value

  16. Processes • Going beyond a knowledge management process… • …to “the way we work” • The process becomes second nature • The application and sharing of knowledge is embedded in our sales and service delivery methodologies

  17. Content • Standard knowledge containers • A global taxonomy • Global search capability

  18. External content Client team Expertknowledge Direct practiceexperience Content structure

  19. People & Organization • The firm’s culture and values • Personal development and training • Rewards and recognition • Organization structure • Communications

  20. E&Y’s KnowledgeWeb • Is Web-based and is based on Lotus Notes • Provides access to internal information such as proposals, methodologies, best practices, metrics, etc. • Provides external information such as access to company Web sites, external databases, and external news

  21. A number of vendors provide KM software, including Excalibur(http://excalib.com)

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