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Knowledge Management Overview

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Rahul Sudame
Rahul Sudame

Provides overview of what is Knowledge Management, Advantages and inputs on setting up a Knowledge Management System for an organization.

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Knowledge Management Overview By: Rahul Sudame, PMP
Agenda 1. Knowledge Management Basics 2. Implementation of KM System 3. Knowledge Management Evaluation 4. Current Industry Scenario 5. Case Study
What is Knowledge Management ? • Knowledge Management is the collection of processes that govern the creation, dissemination, and utilization of knowledge. • KM is applying knowledge of how to create information that people can use and rely on. • KM supports creation, achieving & sharing of valued information, expertise and insight. • KM is a managerial practice to create economic value by capitalizing intellectual and informational resources
Knowledge Management - Layered Technology Knowledge Management Content Management Document Management
Knowledge is Different Intelligence Knowledge Information Data Human, judgemental Contextual, tacit Transfer needs learning Codifiable, explicit Easily transferable
Knowledge Management - Types • Explicit: Knowledge represented in documents, books, email and databases • Embedded: Organizational knowledge found in business processes, products and services • Tacit: Undocumented knowledge that is captured during business processes by knowledge workers • Individual: What person knows • Organizational: Gathered from internal or external sources
Need for Knowledge Management • Leveraging collective wisdom to increase responsiveness and innovation. • Getting the Right Knowledge to the Right People at the Right Time. • Enterprise effectiveness is limited by restrictions in the flow of information. • Need for a perfect link between knowledge, business strategy, and information technology. • Institutionalize knowledge capture, QA and collaboration across the organization through single, unified channel • Provide unified view of inter-connected enterprise-wide knowledge to decision makers at all levels • Increase intangible assets like know-how, best practices, brand value, good customer relationship • Create Knowledge sharing culture
Knowledge Components 70 % 10 % Learning People Technology Process 20 %
Knowledge Components People – – – – – – – – – – Attitudes Sharing Innovation Skills Team work Motivation Organization Vision/Objectives Communities Standards
Knowledge Components Process – – – – – – To simplify sharing, validation, distillation. KM Maps Workflows Integration Best Practices Business Intelligence Standards Technology – – – – – – Data Stores and Formats Networks Internet Data mining and Analysis Decision Tools Automation standards
KM Cycle Collect Identify Create Classify Knowledge Repository Use/Exploit Access Organize/ Store Share/ Disseminate
Implementation Strategy KM Phase KM Implementation Steps Identify Organizational Goals Evaluation & Strategic Alignment Identify Knowledge Assets Classify Knowledge Items Define Knowledge Framework Design the Implementation Team Infrastructure Development & Deployment Identify the Technology Develop the System Evaluate & Measure KM Effectiveness Change Management & Refinement Implement Change management Refine the KM System Knowledge Management Implementation Strategy
Knowledge Users • Content Contributor: Adds Knowledge Item to Knowledge Repository • Content Manager: Controls the flow of information • Knowledge Harvester: Identify Knowledge gaps and collect the required knowledge accordingly • Domain Expert: Technical expert in various Verticals and Horizontals for resolving the queries related to specific domains • Chief Knowledge Officer (CKO): Overall in-charge of the KM initiative. Monitors the KM system, defines the goal of the KM system, measures the performance of the KM system.
Knowledge Management – Steps (1) 1. Capture the inherent knowledge of the organisation 2. Identify the sources, authors, knowledge champions and communities of practice 3. Identify information gaps 4. Categorise information types, build taxonomies (eg subject groupings), and prioritise knowledge (eg business critical, important, useful) 5. Set expectations/ objectives for information provision and use (i.e. market your KM program)
Knowledge Management – Steps (2) 6. Make knowledge available to those who need it and encourage quality contributions of information 7. Eliminate multiple creation and duplication of knowledge collections 8. Establish maintenance, updating and quality control systems 9. Develop constant and consistent communication methodologies to keep people excited and informed 10. Encourage knowledge sharing and knowledge use
Knowledge Repositories • • • • • More contextual information - why, where, how etc. Pointers to experts/expertise - useful directories Multimedia - video, sound clips, desk-top conferencing Author(ity)/expert access - click for conversation Build Knowledge Communities - discussion groups, forums • Add the human interface - people-to-people as well as people-to-computer
Knowledge Centres • • • • • • • • Updated flavour of corporate library Hubs of knowledge - in and out Knows sources/experts - internal and external Catalogues and indexes for efficient retrieval Maintains and sustains the knowledge bank One stop shop for multiple needs Advisory service - knows relevance to business Librarians and secondees
KM and LMS Transfer Tacit Knowledge Feedback Knowledge Repository Make decisions Knowledge Provider Knowledge Seeker Create explicit knowledge Learn explicit knowledge Operational data Organize knowledge Librarian: Knowledge Organizer Organize learning of knowledge Training Coordinator
Technology Framework Document Managem ent Content Managem ent Create / Publish Workflo w eCommunities Publishing / Distributio n Routing electronic conversation Conversation Problem Solving KM Tacit Knowledge Brainstormin g Digital Whiteboar d Distribution Connectivity Publishing Intranet Decision Support System Shared Workspac es Data mining Knowledge discovery Validation Data Warehous e Extranet s Knowledge Management Technology Framework
Technology Framework • The Collaborative Platform: Communications network services and hardware • Groupware Systems: Groupware tools provide a document repository, remote integration, and collaboration support and shared workspaces. • Intranets and Extranets: Provides secure, cost effective and unrestricted private networks • Data Warehouse: large repository of data that aggregates data from over the entire organization and makes it all accessible from a single source. • Document Management System: Convert volumes of hard-copy information from paper to an easier to transform and searchable electronic format. • Workflow: Automates the procedures by which documents, information and tasks are routed among participants based on predefined rules and process sequences are increasingly integrated with document management system
KM Tools Evaluation Evaluations of KM Tools Ability to crawl and index Federated Search Document Summarization Cost of ownership Sharepoint Portal Server Microstrategy IBM Lotus Notes Plone
Current Industry Scenario 1. 2. 3. 4. Observations In most of the Organizations: KM is done in a conventional manner. Data is scattered at various locations and is present in different formats. KMS is linked with Learning Management System. Common Tools used for KM activities: - Microsoft SharePoint Portal Server Intranet Portals (e.g. Plone) Lotus Notes Project By Net (PBN)
Common Storage Mechanism • Explicit Knowledge Items a. Central Server (Shared Drives) b. Project details database c. Employee details database d. Customer details database e. Version Control Systems (VSS, CVS, PVCS, Clearcase etc.) • Implicit Knowledge Items a. Exchange Server (Microsoft Outlook/Exchange etc) b. Emails c. Common information pool d. Customer Survey e. Remedy f. eRoom g. CRM h. LMS
Current Industry Scenario Common practices for storing and sharing the data a. Communication Emails b. Central Server c. Automated Email Systems d. Case Studies e. Intranet/Internet based Software
KM Best Practices • Make knowledge management a natural part of the workflow. • Provide access to the most relevant knowledge available. • Obtain the support of key managers from the top down. • Address the cultural change that knowledge management implies. • Recognize and reward the efforts of knowledge participants. • Monitor performance and analyze results for continuous improvement.
KM: Lessons Learned • The reasons of failure of a KM system – Lack of user buy-in / Management sponsorship – Projects lead by IT only – Users change the requirements – All the concerned users are not consulted – Service Level Agreement (SLA) is not defined – No version management – Inefficient data management – Data Synthesis is not done at the required level – Metadata is insufficient – Unclear link between Data and Indicators – No data classification and ownership – No security management
Knowledge-Centric Organization (KCO) • Organizes virtually around its critical knowledge needs • Builds useful and relevant information to fill those needs. • Personnel integrate knowledge sharing into their everyday lives • Ability to quickly and accurately draw upon critical lessons learned • Knowledge workers will be up and running faster and more effectively
Summary • Organizational knowledge is a key competitive asset in the Information Age. The recognition of its importance has spawned great interest in Knowledge Management: the processes, systems and social structures designed to develop, exploit, maintain, and preserve organizational knowledge over time. • Recommendations: – The Knowledge Items should be clearly defined. The Organization should first identify all of its explicit and tacit knowledge items, classify them and should define the security levels of these knowledge items. – The Knowledge Management framework should be structured and should be communicated to all the participants. Each player should know its role in the overall workflow. – The Knowledge Creation workflow should be monitored. – The defined evaluation mechanism should be in place. – The support groups should also be involved in the KM process.
References • http://www.kmworld.com • Knowledge Management and Business Model Innovation by Yogesh Malhotra • Knowledge Management for the Information Professional by K. Srikantaiah & M.E.D. Koenig • http://www.emeraldinsight.com • http://www.cio.com/research/knowledge/overview.html

More Related Content

Knowledge Management Overview

  • 2. Agenda 1. Knowledge Management Basics 2. Implementation of KM System 3. Knowledge Management Evaluation 4. Current Industry Scenario 5. Case Study
  • 3. What is Knowledge Management ? • Knowledge Management is the collection of processes that govern the creation, dissemination, and utilization of knowledge. • KM is applying knowledge of how to create information that people can use and rely on. • KM supports creation, achieving & sharing of valued information, expertise and insight. • KM is a managerial practice to create economic value by capitalizing intellectual and informational resources
  • 4. Knowledge Management - Layered Technology Knowledge Management Content Management Document Management
  • 5. Knowledge is Different Intelligence Knowledge Information Data Human, judgemental Contextual, tacit Transfer needs learning Codifiable, explicit Easily transferable
  • 6. Knowledge Management - Types • Explicit: Knowledge represented in documents, books, email and databases • Embedded: Organizational knowledge found in business processes, products and services • Tacit: Undocumented knowledge that is captured during business processes by knowledge workers • Individual: What person knows • Organizational: Gathered from internal or external sources
  • 7. Need for Knowledge Management • Leveraging collective wisdom to increase responsiveness and innovation. • Getting the Right Knowledge to the Right People at the Right Time. • Enterprise effectiveness is limited by restrictions in the flow of information. • Need for a perfect link between knowledge, business strategy, and information technology. • Institutionalize knowledge capture, QA and collaboration across the organization through single, unified channel • Provide unified view of inter-connected enterprise-wide knowledge to decision makers at all levels • Increase intangible assets like know-how, best practices, brand value, good customer relationship • Create Knowledge sharing culture
  • 8. Knowledge Components 70 % 10 % Learning People Technology Process 20 %
  • 10. Knowledge Components Process – – – – – – To simplify sharing, validation, distillation. KM Maps Workflows Integration Best Practices Business Intelligence Standards Technology – – – – – – Data Stores and Formats Networks Internet Data mining and Analysis Decision Tools Automation standards
  • 12. Implementation Strategy KM Phase KM Implementation Steps Identify Organizational Goals Evaluation & Strategic Alignment Identify Knowledge Assets Classify Knowledge Items Define Knowledge Framework Design the Implementation Team Infrastructure Development & Deployment Identify the Technology Develop the System Evaluate & Measure KM Effectiveness Change Management & Refinement Implement Change management Refine the KM System Knowledge Management Implementation Strategy
  • 13. Knowledge Users • Content Contributor: Adds Knowledge Item to Knowledge Repository • Content Manager: Controls the flow of information • Knowledge Harvester: Identify Knowledge gaps and collect the required knowledge accordingly • Domain Expert: Technical expert in various Verticals and Horizontals for resolving the queries related to specific domains • Chief Knowledge Officer (CKO): Overall in-charge of the KM initiative. Monitors the KM system, defines the goal of the KM system, measures the performance of the KM system.
  • 14. Knowledge Management – Steps (1) 1. Capture the inherent knowledge of the organisation 2. Identify the sources, authors, knowledge champions and communities of practice 3. Identify information gaps 4. Categorise information types, build taxonomies (eg subject groupings), and prioritise knowledge (eg business critical, important, useful) 5. Set expectations/ objectives for information provision and use (i.e. market your KM program)
  • 15. Knowledge Management – Steps (2) 6. Make knowledge available to those who need it and encourage quality contributions of information 7. Eliminate multiple creation and duplication of knowledge collections 8. Establish maintenance, updating and quality control systems 9. Develop constant and consistent communication methodologies to keep people excited and informed 10. Encourage knowledge sharing and knowledge use
  • 16. Knowledge Repositories • • • • • More contextual information - why, where, how etc. Pointers to experts/expertise - useful directories Multimedia - video, sound clips, desk-top conferencing Author(ity)/expert access - click for conversation Build Knowledge Communities - discussion groups, forums • Add the human interface - people-to-people as well as people-to-computer
  • 17. Knowledge Centres • • • • • • • • Updated flavour of corporate library Hubs of knowledge - in and out Knows sources/experts - internal and external Catalogues and indexes for efficient retrieval Maintains and sustains the knowledge bank One stop shop for multiple needs Advisory service - knows relevance to business Librarians and secondees
  • 18. KM and LMS Transfer Tacit Knowledge Feedback Knowledge Repository Make decisions Knowledge Provider Knowledge Seeker Create explicit knowledge Learn explicit knowledge Operational data Organize knowledge Librarian: Knowledge Organizer Organize learning of knowledge Training Coordinator
  • 20. Technology Framework • The Collaborative Platform: Communications network services and hardware • Groupware Systems: Groupware tools provide a document repository, remote integration, and collaboration support and shared workspaces. • Intranets and Extranets: Provides secure, cost effective and unrestricted private networks • Data Warehouse: large repository of data that aggregates data from over the entire organization and makes it all accessible from a single source. • Document Management System: Convert volumes of hard-copy information from paper to an easier to transform and searchable electronic format. • Workflow: Automates the procedures by which documents, information and tasks are routed among participants based on predefined rules and process sequences are increasingly integrated with document management system
  • 21. KM Tools Evaluation Evaluations of KM Tools Ability to crawl and index Federated Search Document Summarization Cost of ownership Sharepoint Portal Server Microstrategy IBM Lotus Notes Plone
  • 22. Current Industry Scenario 1. 2. 3. 4. Observations In most of the Organizations: KM is done in a conventional manner. Data is scattered at various locations and is present in different formats. KMS is linked with Learning Management System. Common Tools used for KM activities: - Microsoft SharePoint Portal Server Intranet Portals (e.g. Plone) Lotus Notes Project By Net (PBN)
  • 23. Common Storage Mechanism • Explicit Knowledge Items a. Central Server (Shared Drives) b. Project details database c. Employee details database d. Customer details database e. Version Control Systems (VSS, CVS, PVCS, Clearcase etc.) • Implicit Knowledge Items a. Exchange Server (Microsoft Outlook/Exchange etc) b. Emails c. Common information pool d. Customer Survey e. Remedy f. eRoom g. CRM h. LMS
  • 24. Current Industry Scenario Common practices for storing and sharing the data a. Communication Emails b. Central Server c. Automated Email Systems d. Case Studies e. Intranet/Internet based Software
  • 25. KM Best Practices • Make knowledge management a natural part of the workflow. • Provide access to the most relevant knowledge available. • Obtain the support of key managers from the top down. • Address the cultural change that knowledge management implies. • Recognize and reward the efforts of knowledge participants. • Monitor performance and analyze results for continuous improvement.
  • 26. KM: Lessons Learned • The reasons of failure of a KM system – Lack of user buy-in / Management sponsorship – Projects lead by IT only – Users change the requirements – All the concerned users are not consulted – Service Level Agreement (SLA) is not defined – No version management – Inefficient data management – Data Synthesis is not done at the required level – Metadata is insufficient – Unclear link between Data and Indicators – No data classification and ownership – No security management
  • 27. Knowledge-Centric Organization (KCO) • Organizes virtually around its critical knowledge needs • Builds useful and relevant information to fill those needs. • Personnel integrate knowledge sharing into their everyday lives • Ability to quickly and accurately draw upon critical lessons learned • Knowledge workers will be up and running faster and more effectively
  • 28. Summary • Organizational knowledge is a key competitive asset in the Information Age. The recognition of its importance has spawned great interest in Knowledge Management: the processes, systems and social structures designed to develop, exploit, maintain, and preserve organizational knowledge over time. • Recommendations: – The Knowledge Items should be clearly defined. The Organization should first identify all of its explicit and tacit knowledge items, classify them and should define the security levels of these knowledge items. – The Knowledge Management framework should be structured and should be communicated to all the participants. Each player should know its role in the overall workflow. – The Knowledge Creation workflow should be monitored. – The defined evaluation mechanism should be in place. – The support groups should also be involved in the KM process.
  • 29. References • http://www.kmworld.com • Knowledge Management and Business Model Innovation by Yogesh Malhotra • Knowledge Management for the Information Professional by K. Srikantaiah & M.E.D. Koenig • http://www.emeraldinsight.com • http://www.cio.com/research/knowledge/overview.html