Chapter 4 - Knowledge Management

Chapter 4Knowledge Management

(Knowledge-Based Systems; R Akerkar, P Sajja)

Prepared By: Ashique Rasool


What Drives Knowledge ManagementFollowing are the reasons; why knowledge

management is important.Size and dispersion of an organizationReducing risk and uncertaintyImproving the quality of decisionsImproving customer relationshipsTechno centric supportIntellectual asset management and prevention

of knowledge lossFuture use of knowledgeEnhance an organization’s brand imageShorter product cycleRestricted access and added security


Evolution of Knowledge ManagementThe typical evolution of knowledge management in

an organization.Ad-hoc Knowledge

There is no formal procedure of knowledge management

Sophisticated Knowledge ManagementThe organization might have formal KM (Knowledge Management) process but uses only certain phases of it.

Embedded Knowledge ManagementOrganizations may have critical processes and knowledgeable expert who has a high degree of knowledge regarding the organization’s business and its knowledge assets


Evolution of Knowledge ManagementThe typical evolution of knowledge

management in an organization.Integrated Knowledge Management

All of the tasks, major operations and systems of an organization are contained in a knowledge management system and knowledge is shared through a common integrated environment.


Elements of Knowledge Management

Elements of Knowledge ManagementPeople and Skills

Skilled work force and their expertiseProcedures

Standard procedures and basic operations generates knowledge

Strategy and PolicyDuring the KM, the promises to customer , product quality and policies should be kept into consideration

TechnologyTechnology plays a variety of role in providing sharing and documenting knowledge.


Knowledge Management ProcessKnowledge management process

encompasses the phases of Knowledge discovery, knowledge documentation, knowledge sharing and knowledge use.


Knowledge Management ProcessKnowledge Discovery and Innovation:

Knowledge discovery encompasses activities regarding the identification and acquisition of knowledge. Creation of new knowledge is considered as Innovation

Knowledge DocumentationThe discovered knowledge should be stored according to its application and nature. There should be meta knowledge. Sorting, classification, structures are done.

Knowledge UseUse and reuse of knowledge is part of work process

Knowledge SharingThe knowledge repository should be available centrally so that all authorized users can handle and contribute to it.



Knowledge Management Process

KM Tools and TechnologiesTools for Discovering Knowledge

Creative abstractionSimulation interactive sessionsMeetingsMorphological Analysis


KM Tools and TechnologiesTools for Documenting knowledge

Design SpecificationsMetadata ToolsAlgorithmsKnowledge TreeAuthoring Tools


KM Tools and TechnologiesTools for sharing and using knowledge

E-marketingSpecial groupsOffice DesignPortalNetwork


KM Tools and TechnologiesTechnologies for knowledge

ManagementManaging Knowledge

Artificial Intelligence

Preserving and Applying human expertize Knowledge-Based Systems

Using History as knowledge Case-Based Reasoning

Discovering New Knowledge Data Mining


Case-Based Reasoning Cycle


Knowledge Discovery Process


Organizational Structure of KM System


KM Roles and ResponsibilitiesChief Knowledge Officer(CKO)

Leader of KM teamResponsible for development and uses of KM

systemKnowledge Engineer

Developer and administrator of organizational knowledge repository

Problem solver, Trouble ShooterKnowledge Facilitator

Facilitating knowledge usage at multiple sitesUnderstand the detailed logic of the business

cycle, principles, processes, tools and technologies


KM Roles and ResponsibilitiesKnowledge Worker

Use, reuse and apply the documented knowledge

Carry out the business procedures by using minimum use of resources to achieve the goal

Knowledge ConsultantContribute to the development of strategy,

vision and risk analysisAudit the plans for KM activitiesSupport development of KM objectives and

policies


KM Roles and Responsibilities


Knowledge Management Models



Transaction Model Focuses on routine work done at individual

levelHighly reliant on formal procedures and

dependent on individual workersExamples: Call centre knowledge management

system, Consultancy-providing systems

Cognitive ModelEmphasize on conceptual strength, reuse and

standardization



Network Model Focuses on connections and relationships

among elements of the KM systemConsiders how knowledge is acquired, shared

and transferred

Community ModelUsed for collaborative and interactive type of

KM systemsRecognizes the relationships between

organizationsChecks the need for contineous exchange

among knowledge rolesPrepared By: Ashique Rasool

Techniques to Model KnowledgeCommonKADS

Facto standard for knowledge Modeling Supports structured knowledge engineering

techniques Improved communication, standardization,

technology support and availability of reusable components

Protégé 2000 It is an open source tool, assists users in the

construction of large electronic knowledge bases Has an intutive user interface Allow use of inference engines and problem

solversPrepared By: Ashique Rasool

Benefits of Knowledge Management Knowledge-Related Benefits

Documentation and safe keeping of knowledgeHigh degree of availability and organization

wide accessReduce knowledge lossProvides background of innovation and new

knowledge creationControls redundancy of stored knowledge

Individual BenefitsHigh quality decision within a given time frame Job security and personal developmentRewards and recognition


Benefits of Knowledge Management Organizational and Administrative

Benefits Improve customer service in most flexible wayImproved customer relationship and

brand imageReduce cost and increase productivityReduce process/product cycle timeFaster problem solvingEase of administration and controlSupporting best practicesUseful as a tool for human resource

development, training and research & developmentPrepared By: Ashique Rasool

Chapter 4 - Knowledge Management

Education

Transcript of Chapter 4 - Knowledge Management