Km ver 1.0 student

Institut Tadbiran Awam Negara (INTAN)National Institute of Public Administration

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KNOWLEDGEMANAGEMENT

Zakaria [email protected]

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Contents

Definition of Knowledge

Definition of Knowledge Management (KM)

Road Map to KM Implementation

Key Benefits of KMS

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How Knowledge is Derived?

Data • facts, numbers or individual entities without context

Information • comprises the basic facts with context and perspective• Information= data + interpretation

Knowledge • the information which provides guidance for action.• Knowledge= information + use

Wisdom • the understanding which knowledge to use for what purpose.

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Data

Information

Knowledge

Wisdom

•Possess context•Pattern of data

•Information that enable action

•Fact, observation•Devoid of context

•Human, judgemental

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Definition of Knowledge

Ideas/best practices from organisation which can be utilized to achieve the organization’s goals

This knowledge is specific according to organization role/function

Knowledge may be recorded in an individual brain or stored in organizational processes, products, facilities, systems and documents.

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When Information become knowledge

Comparison Consequences Connections Conversation and etc

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Types of Knowledge

Tacit Knowledge “highly personal and hard to formalize. Subjective insights, intuitions

and hunches fall into this category of knowledge.”

E.g. Experience, Creativity, Skills, Innovation, etc.

Explicit Knowledge: “can be expressed in words and numbers and can be easily

communicated and shared in the form of hard data, scientific formulae, codified procedures or universal principles”

E.g. Pattern, R&D Materials, Best Practices, etc.

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Knowledge conversion – Tacit to Explicit

Internalization [i&g&o]

•training•mentoring

tacit

Socialization [i&i]

•brainstorming•meeting

Combination [g&o]

• repositories• CoP

tacit

tacit tacit

explicit

explicit

explicitexplicit

Externalization [ i&g]

• videotaping• knowledge map

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The Importance of Knowledge Resources of an organization must be protected,

cultivated and shared among organization members to sustain continuity.

To compete more effectively in the future an organization need to have the following elements such as• Individual skills/competencies• Thoughts• Innovations and ideas

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Problems Relating to Knowledge

Usually exists in the minds of individuals Leaves the organization with the employee Hidden in some forgotten report People are not comfortable sharing their

knowledge.• a human problem, not a technology problem.

WHY?

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People are not sharing what they know due to• personal reason• organizational inhibitors.

This is becoming an extremely expensive reality.

Problems Relating to Knowledge (cont’d)

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Inefficiencies that result from intellectual work.

Substandard performance

The inability to find knowledge resources

A better idea goes unused is a lost opportunity

Problems Relating to Knowledge (cont’d)

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Definition of KM

KM is a systematic management of vital knowledge and its associated processes of creating, gathering, organizing, diffusion, use and exploitation, in pursuit of organizational objectives

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Definition of KM (cont’d)

A systematic process of information in a way that improves an employee’s comprehension in a specific area of interest.

It helps an organization gain lesson learnt and understanding from its own experience

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Definition of KM (cont’d)

Specific KM activities help focus the organization on acquiring, storing and utilizing knowledge for problem solving, e-learning, strategic planning & decision making.

It protects intellectual assets from decay, add to organization intelligence and provides increased flexibility

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Know ledgeM anagem ent

In fo rm ation Base

U ndocum ented orTacit Know ledge

Ideas, Experiences, ...

D ocum ented orExp lic it Know ledge

capturedin D ocum ents

Sharing & R euse

KNOWLEDGE MANAGEMENT GOALS

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KM Involves: CoP (Communities of Practice)

KMO (Knowledge Management Office)

SME Identification and Use.

Knowledge Brokering

Lessons Learned/Best Practices

Taxonomy, Ontology and Mapping

Data Warehousing/Data Mining

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Elements of KM People

The culture of the organization support ongoing learning & knowledge sharing

The people should be motivated and rewarded for creating, sharing & using knowledge

Inspire the people to innovate & learn from mistakes. Do not allow “blame and shame” culture

Also relate to mindset, trust, insight, hunches

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Reasons People Don’t Share Knowledge:

People believe that knowledge is power People are insecure about the value of their

knowledge People don't trust each other Employees are afraid of negative consequences People work for other people who don't tell what they

know

Elements of KM (cont’d)

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Process In order to implement and sustain knowledge management,

organizations need to make changes to the way their internal processes are structured.

Identify which processes constitute either barriers to, or enablers of, knowledge management.

How these processes can be adapted, or what new processes can be introduced, to support people in creating, sharing and using knowledge?

activity such as research, recruitment, cataloging, indexing, verification.

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Technology a crucial enabler of knowledge management

it can help connect people with information, and people with each other, but it is not the solution.

KM portal, discovery tools, applications, etc.

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Knowledge Life Cycle (Process)

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CollectExisting knowledge is gathered either on a routine basis or as needed.

• Identifying various knowledge domains • Accessing information from existing databases, on-line sources, homepages, application systems.

OrganizeThe knowledge is classified and stored, often using an organization or industry specific thesaurus or classification schema. This makes subsequent retrieval easier.

•An AI system and and Digitized Knowledge will be used to automatically carry out the above functions.•DSS and Data Mining will be used to transfor.

ShareInformation may be sent routinely to those people who are known to be interested in it (Information ‘push’)Meetings and events act as vehicles to share tacit knowledge.

AccessInformation is made easily accessible from a database, for example over an intranet. Users access it as they need it (information ‘pull’).

•A main portal (central) and knowledge portals (various knowledge domains) are used as the front end of the KMS

ExploitThe knowledge is used as part of a work process. It is refined and developed. Through use, additional knowledge is created and the cycle repeats itself.

Knowledge Life Cycle (cont’d)

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Technology (Enabler) Knowledge Repositories Expert Systems Data Mining tools Contact software Collaborative tools Intranets/Extranets

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Knowledge Repositories

Tool used to store information Also known as Data Warehouse Examples:

• Business Intelligence• EIS, DSS

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Expert Systems

Attempts to provide an answer to a problem with the consultation aid of human expert.

Example: Case based reasoning• Characteristics of a problem are entered into a system, classified

based on different cases, and provides a potential solution. This case and it’s solution is then added to the database.

Help Desk• From experience of maintenance activity, the system can

produce result to the user and what action should be taken.

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Data Mining

Attempt by the system to translate huge amounts of data into knowledge

Analyzes patterns Some examples…..

• Based on information gathered from current and historical data , it can help forecast market trends, business patterns, profiling practices using algorithms.

• Examples of DM product: Scenario (Cognos), Intelligent Miner (IBM)

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Contact Software/Collaborative Tools

Facilitates interaction among individuals to encourage sharing

Email Intranet chat rooms Whiteboards Blogs Virtual conferencing/meeting Online Community

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Intranets

Usually the first stage of KM implementation for most organizations

HR forms, online resources, work product status…

Plan with the user in mind: access, flexibility and navigation

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Extranets

Centralized electronic repository of information

Accessed by clients Advertising, newsletters, client specific

information, status of orders…. Interactive tools for collaboration

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KMS Architecture ModelComponents of

KMSThe Technical Consideration

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ROAD MAP TO

KM IMPLEMENTATION

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KM ReadinessKM Strategy Leadership

BehavioursNetworking

(Collaboration)Sharing & Learning

Capturing

Level 5 Clearly Identified Recognise and act as a role model

Clearly defined roles and responsibility

Common language, templates & guidelines

Easy to get & constantly refreshed and distilled.

Level 4 Not linked to Business Strategy

A few jobs are dedicated to managing knowledge

Organised around business needs

Customers and partners participate in review session

Individual acts as the owner

Level 3 No Framework Views as the responsibility of a specialist team

People are networking to get result

Sharing & using are recognised

Little or no distillation

Level 2 Just saying Little visible support from top

Ad hoc & limited among individuals who share a common interest

Learn & review before doing

Team capture lesson learn after a project

Level 1 Only a few people realize

View as management fad

Knowledge hoarders get rewarded

Sharing is for benefit of the team

Rarely refreshed & few contribute

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5 STAGES

Stage 1: Get Started

Stage 2: Develop a Strategy

Stage 3: Design and Launch a KM Initiative

Stage 4: Expand and Support

Stage 5: Institutionalize KM

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STAGE 1: Get Started

Knowledge management has emerged as a topic of interest in the organization

At least a few employees have explored the benefits of KM for the organization

Someone has had a personal stake in developing interest in KM

Some members of the organization have learned about KM through participation in consortia or conferences

The organization has created a high-level rationale or vision for pursuing KM

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STAGE 2: Develop Strategy

Establish a KM exploratory group or steering committee for KM

Need support from an executive sponsor for further exploration of KM

Look for internal grassroots efforts already under way

IT organization is interested in actively supporting KM initiatives

Stories of how knowledge sharing has helped in the past (lesson learnt)

identify proof-of-concept (POC) that allows to demonstrate how KM will benefit our organization

Secured ownership, funding, and buy-in for pilots

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STAGE 3: Design & Launch KM Initiatives

Design a pilot and implementation strategies

Launch communities of practice (CoP), an interactive KM Intranet site, or some other pilot initiative

Enlist and train pilot facilitators and leaders

Establish pilot measures and indicators and developed a system for tracking and reporting results

Create strategies for learning from our KM initiatives

Map out strategies for expanding our pilot initiatives across the organization

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STAGE 4: Expand & Support

Other departments in the organization are expressing a demand for KM, based on pilot results

Begin to market KM throughout the organization

Make the entire organization aware of KM

Expand strategy in place for KM initiatives

Identify the resources necessary for expanding KM efforts

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STAGE 5: Institutionalize Knowledge Management KM is directly linked to business model

KM initiatives are widely deployed throughout the organization

All staffs are trained to use KM technologies

Assess KM strategy, identify gaps, and outline methods to close the gaps

Have a formal support structure in place to maintain KM.

Have rewards programs in alignment with our KM strategy

Sharing knowledge is now the norm in organization

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KEY BENEFITS OF KM SYSTEM

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The Need for a KM System

Increases the capture, sharing and transfer of knowledge across the organization

Captures tacit and explicit knowledge Enables indexing and categorization

to facilitate searching and mining

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The Need for a KM System (cont’d)

Single point of access to knowledge contained in isolated information systems

Monitors and alerts user when new knowledge is captured

Linking individuals to knowledge to encourage reuse and sharing

Encourage collaboration by linking individuals to individuals

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The Need for a KM System (cont’d)

Provide paper-less integration with workflow applications to automatically capture knowledge generated

Provide secured access to organizational knowledge

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TERIMA KASIH

Km ver 1.0 student

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