An Intelligent Organisation – Part I

1. An Intelligent Organisation – Part I • Phases of self-renewal for organisations • The concept of a knowledge economy and a learning organisation • The concept of organisational intelligence • The management of data and information in the knowledge economy • Sharing knowledge in the Internet age • The concept of knowledge management in a learning organisation – a market facing enterprise

3. Knowledge economy and a learning organisation • Computers in an organisation in the 1960s and 70s • The effects of the ICTs in the 80s and 90s • The need for learning in a knowledge economy

4. Organisational intelligence • The ability of an organisation to constantly update its information and knowledge in order to deal with the changeable environment. This prepares it to meet the growing expectations of customers, trading partners, and workers. • The intelligence quotient of an organisation is its ability to connect the sources of information, share it, and give it a structure suitable for the use of the organisation as a whole.

5. The management of data and information in the knowledge economy • A network infrastructure provides the connection necessary for managing information • The interface and the content of a company’s website provides the means of sharing information • Organisational information systems provide the structuring is achieved by.

6. The tools for information management • Data warehousing • Data mining • Creating link with business partners

7. Customer relationship management • The use of business intelligence and computer technology to interrogate the vast amount of customer information coming in through every channel of a company’s computerised systems, analyse it, and feed it into the decision making process in order to improve customer services. • This requires efficient information management.

8. Management of change • With the uncertainty in the environment created by EC, an intelligent organisation uses its knowledge and strategies of leadership to manage change • It manages information to make it useable and useful, and, using it, learns to provide leadership at the time of change.

9. Sharing knowledge in the Internet age • The state of dynamic disequilibrium • The importance of corporate IQ in this situation • The use of dynamically created teams • The use of Internet technologies • Using scanning techniques

10. Knowledge management for a learning organisation Types of knowledge • Tacit knowledge - held by individuals in the form of expertise and experience • rule-based knowledge - formal and documented as procedures • background knowledge exists in the vision and mindset of the decision makers.

12. A market facing organisation in the Internet age • Level 1 - Empowered individuals • Level 2 - Empowered teams • Level 3 - Intelligent organisation • Level 4 - A market facing organisation (MFE) capable of sharing its knowledge with customers and trading partners using technology.

13. Technologies behind a MFE • Data management tools - Databases, data warehouse etc. • Groupware, intranet, extranet and the WWW • Client-server technologies • Enterprise resource planning systems

14. Information ecology • The politics, culture and behaviour, support structure, and technology of the communication of information. • For effective knowledge management managers must : • agree on the strategies for information sharing • establish a culture of learning • provide technical and organisational support to facilitate learning.

15. Questions • What does the term ‘knowledge management’ mean? • Why is it important for today’s organisations? • How does the Internet contribute to KM?

16. Case Studies • Merrill Lynch • World Bank • KPMG