Knowledge Management BasicsSlide 2Knowledge Management TrendsSlide 4What is Knowledge Management?Slide 6Slide 7Slide 8Knowledge can take many forms…Good things about KnowledgeBad things about KnowledgeKnowledge Management a useful definitionKM versus Data Management?Slide 14Knowledge WorkersMajor Areas of Knowledge ManagementSlide 17Knowledge RepositoriesNeural SystemsData MiningContact SoftwareIntranetsExtranetsWater Cooler TechnologyWhat does it take?Organizational Phases of LearningSlide 27Critical Success FactorsSlide 29Slide 30Slide 31Getting Started1Knowledge Management BasicsSeveral slides were adapted from a presentation by Alex Bennet (CKO, US Navy)2“The basic economic resource is no longer capital, nor natural resources, nor labor. It is and will be knowledge.”Peter Drucker3Knowledge Management TrendsSurvey of 200 Large Firms found:82% have KM underway in their organization50% have KM staff & budget27% have a Chief Knowledge Officer(Conference Board)Survey of nations leading CEOs:Second top priority “Improving KM” (88%) (Foundation for Malcolm Baldridge Award)4Knowledge Management TrendsBy 2001, enterprises that lack ongoing KM infrastructure will lag KM-enabled competitors by 30-40% in speed of deployment for new competitive programs and products (Gartner Group)5What is Knowledge Management?What is Data?What is Information?What is Knowledge?What is Wisdom?Can Knowledge be Managed?6Data are facts, numbers or individual entities without context or purpose.Information is data that has been organized into a meaningful context (to aid decision making).7 Knowledge is the human capacity (potential & actual ability) to take effective action in varied and uncertain situations.8Wisdom is a state of the human mind characterized by profound understanding and deep insight. It is often, but not necessarily, accompanied by extensive formal knowledge.Meeker, Joseph, “What is Wisdom”, LANDSCAPE, Vol. 25, No. 1, Jan 1981.9• Concepts, methodologies• Facts, beliefs, truths & laws• Know what, Know how, Know why• Judgments & expectations, insights• Relationships, leverage points• Intuition & feelings • Meaning and sense making Knowledge can take many forms…10• The foundation of the enterprise• Grows with use• Increases when shared• Primary source of value• Only solution to understanding complexity Good things about Knowledge11Bad things about KnowledgeUsually exists in the minds of individualsHidden in some forgotten report“Knowledge is Power” – encourages Knowledge HoardingLeaves the organization with the employee12The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create business value and generate competitive advantage. Knowledge Managementa useful definition13KM versus Data Management?Data / information management Processing large volumes of facts with little human interaction Puts data into organized frameworksKnowledge Management Requires human interaction – material must be organized to facilitate human access to it. KM provides links between organized frameworks.14Communities of PracticeTeaming – Particularly Cross-Functional TeamsLessons Learned, Best Practices, Proven Practice UseKnowledge Capture ProcessesFacilitation, Groupware, etc.Strategic Planning Subject Matter Expert Identification and UseProcesses & Reengineering of Such When AppropriateKnowledge Engineering, Taxonomies, Library Science, MappingIntellectual PropertyWorkflow, Data Warehousing, Secure MessagingIncentives, Leadership, etc.Change AgentKnowledge BrokeringStory Telling, Peer-to-Peer, Mentor ProgramsWHAT IS… Knowledge WHAT IS… Knowledge Management?Management?Definitions are great, but…15Knowledge Workers Dominant group of workers in the 21st century. Specialists with job-specific skills. Have significant formal education or formal training. Are self-directed learners Require multiple, continuous learning opportunities to maintain their specialized knowledge16• Capturing knowledge• Storing knowledge• Creating knowledge• Distributing knowledge• Sharing knowledge• Using knowledge Major Areas of Knowledge ManagementTransfer knowledge from the individual to the collective realm17• Knowledge repositories• Neural systems• Data-mining tools • Contact software• Intranets• Extranets• Water Cooler TechnologyKnowledge Technology (The hardware, software and the hype.)18Knowledge Repositories Tool used to store information Also known as data warehouses Examples:Discussion databasesBest practices repositoryLessons LearnedLearning Histories19Neural SystemsPerformance support tools for workers who need information immediatelyExample: Case based reasoningCharacteristics of a problem are entered into a system, classified based on a huge statistical database of cases, offers up potential solution. This case and it’s resolution is then added to the database.Help Desks20Data MiningAttempt by the system to translate huge amounts of data into knowledgeAnalyzes patterns some examples….. Credit Card Companies red-flagging purchases out of the “norm”21Contact Software Facilitates interaction among individuals to encourage sharing Email Intranet chat rooms Groupware Whiteboards22IntranetsUsually the first stage of KM implementation for most companiesHR forms, online resources, work product status…Plan it with the user in mind: access, flexibility and navigationPutting your cafeteria menu on the intranet does not count as KM23ExtranetsCentralized electronic repository of informationAccessed by clientsAdvertising, newsletters, client specific information, status of orders….Interactive tools for collaboration24Water Cooler TechnologyA majority of knowledge sharing takes place during informal conversation around the water cooler25What does it take?20% Right Technology80% Cultural change Behavior of the leaders What type of learning is valued Informal structure of the company How are mistakes handled What is rewarded and what is punished How is information shared26Organizational Phases of Learning TrainingInstructor led training LearningSelf-directed learning, self-paced learningDouble loop learning Performance Support learning becomes a byproduct of performance