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Special Theory Forum The Eleven Deadliest Sins of Knowledge Management What’s Your Strategy for Managing Knowledge?. Discussed by Rimal Popat Madhusudhana Sadagopan. Discussion Format. Case Study: Knowledge management failures central to Shuttle disaster
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Special Theory ForumThe Eleven Deadliest Sins of Knowledge ManagementWhat’s Your Strategy for Managing Knowledge? Discussed by Rimal Popat Madhusudhana Sadagopan
Discussion Format • Case Study: Knowledge management failures central to Shuttle disaster • The Eleven Deadliest Sins of Knowledge Management • Case Study: WebMD (Codification & Personalization) • What’s Your Strategy for Managing Knowledge?
Before We Begin… • What do you think were some reasons that the Columbia Shuttle crashed?
“Knowledge management failures central to Shuttle disaster” –Computer Weekly • Knowledge management systems failures played a major role in February's Columbia space shuttle disaster—Columbia Accident Investigation Board • Massive bureaucracy that relied on informal e-mail communications to manage the in-flight analysis of damage to Columbia during takeoff. • Error 3: Viewing Knowledge as Existing Predominantly Outside the Heads of Individuals • Mind of its own • NASA has current automated system in place to track safety critical issues; • (-) “Extremely cumbersome; difficult to use at any level“ • System goes unused • Error 4: Not Understanding that Fundamental Intermediate Purpose of Managing Knowledge Is to Create Shared Context • None differing perspectives immobilize DM
“Knowledge management failures central to Shuttle disaster” – Computer Weekly • “Personnel familiar with the Lessons Learned Information System indicate that design engineers and mission assurance personnel use it only on an ad hoc basis, thereby limiting its utility.” • Error 6: Disentangling Knowledge from its Uses • Error 7: Downplaying Thinking & Reasoning
WebMD (Codification & Personalization) • How are you feeling today?
WebMD (Codification & Personalization) • We pride ourselves in knowing our audience's needs and delivering the most appropriate experience. We know that there is a difference between using a health site for health "performance" issues (e.g., flat abs) vs. health research needs (e.g., "What is type 2 diabetes?") vs. community support (e.g., "Does anyone else feel like me?") vs. e-commerce. Our mission is to fulfill all these needs in the most appropriate ways possible.
Works Cited • Computer Weekly. http://www.computerweekly.com/articles/article.asp?liArticleID=124350&liFlavourID=1&sp=1 • WebMD. http://my.webmd.com/webmd_today/home/default.htm