Knowledge Management

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Knowledge Management

• Class 03 R11-14 (not in depth) G3-5 R13 O5-O8

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11 Why Your CIO Has Gray Hair

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12 Nets, Nets, Nets

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14 Finding the Information You Need

• Creating Knowledge Repositories and NOT Knowledge
  Landfills
• Search mechanisms
• Taxonomies
• Content management systems (CMS)
• Portals Knowledge portal (KP) Enterprise
  information portal (EIP)

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The Least You Need to Know

• CMS categorize, organize, find and access
  information
• CMS keep the content up-to-date and relevant
• Taxonomy hierarchical structure for a body of
  knowledge. Gives a framework for grouping
• Taxonomies and search engines help in managing
  content
• A portal puts a variety of information
  (knowledge) resources into one location to make a
  unified user interface

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13 Between You and Me with Collaborative Tools

• Choosing collaborative tools
• Tools to facilitate working together
• Benefits of integrated solutions
• See Turban, E., J.E. Aronson, and T.P. Liang,
  Decision Support Systems and Intelligent Systems,
  7th edition, Chapter 7, Prentice Hall, Upper
  Saddle River, NJ, 2005.

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The Least You Need to Know

• Collaborative tools synchronous vs. asynchronous
  / same place vs. different place
• Email most common
• Many options much groupware
• No one collaborative tool is right for all
  situations

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3. Capture and Corroborate

• Information Overload (Triage)
• Web portals

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Dialogue, p. 33

• How many of the following rumors have you heard?
• Can you pick out the ones that are true? (50)

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4. Organize and Secure

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5. Analyze and Collaborate

• Layers (levels) of abstraction in knowledge
• Humans perceive things differently, based on
  their unique abstractions
• Five key requirements for successful collaboration

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Abstraction

• Helps us interpret and expand complex data and
  information patterns.
• Example barter, money, electronic money (whats
  next?)

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Abstraction

• The process of taking away or removing
  characteristics from something in order to reduce
  it to a set of essential characteristics
• The process of abstraction relies on setting a
  goal, defining a data representation, identifying
  relevant features, and categorization

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Abstraction Research Issue

• When contributing knowledge, what level of
  abstraction is appropriate?
• Should multiple levels be stored in a knowledge
  repository?
• The level of understanding (training) of the
  intended recipient may vary

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Five Requirements for Successful Collaboration

• Dialogue
• Trust
• Common goals
• Empathy
• Openness
• Teamwork, common lenses, common frames

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Critical Collaboration Skills

• Effective and well-formatted communications
• Effective listening active listening
• Effective strategies for conflict resolution

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Part 2 The Three Value Propositions

• Customer Intimacy
• Product-to-Market Excellence
• Achieving Operational Excellence

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5 Find Your Value Proposition

• Customer Intimacy
• Product-to-Market Excellence
• Achieving Operational Excellence

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Value Proposition

• Provides focus
• Is a (clear) link between action and payoff
• Is the business case for action (and investment)
• indicates that the goals, objectives,
  strategies, etc. of the organization match the
  KMSs

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Focus

• Ensures valuable resources are applied to
  high-payoff areas
• Helps guarantee transfer of the right knowledge
• Gets managements attention-and funding

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Discussion

• How to pick the right value proposition?
• What do your organizations use?

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TIs Value Proposition (p. 36)

• Identify What Counts.
• Changes with the times
• To Get Started
• Identify the value proposition
• Understand your process and culture
• Empower your people through teams and
  standardized technologies
• Then, move forward with a people-based solution
  thats supported with technology to promote
  dialogue (collaboration) and cataloguing know-how
  (repository)

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Who Focuses On What?
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6 Customer Intimacy

• Increase revenue
• Reduce cost of selling
• Increase customer satisfaction and retention
• CRM

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Customer Intimacy Focus

• Capturing knowledge about customers
• Developing and transferring knowledge and
  understanding of customers
• Needs
• Preferences
• Business
• to increase sales
• to bring the knowledge of the organization to
  bear on customer problems

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Approach (Do Both)

• Empower front-line service employees with the
  right knowledge to handle customer inquiries,
  complaint and needs
• Ensure that everyone in the organization knows
  the customer, and keeps intimacy as a top
  priority
• -- Intimacy with customers
• Knowledge is the lifeline of todays organizations

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Discussion

• How does your organization establish and maintain
  customer intimacy?

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7 Product-to-Market Excellence

• Reduce time-to-market
• Design and commercialize new products more
  quickly and successfully
• Leads to
• Increasing revenue
• Retaining market lead
• Growing profit margins

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Product-to-Market Excellence Focus

• Ensuring new ideas and new design from inside and
  outside the organization are incorporated into
  product and service offering
• Accelerating the product development process by
  reusing lessons learned from earlier attempts
• Discussion Importance to consulting

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Reinvent the Wheel?

• No!
• Discussion How does your organization create
  product-to-market excellence?

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Strategies

• Get the right product out effectiveness
• Get the products out the right way efficiency

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8 Achieving Operational Excellence

• Boost revenue by reducing the cost of production
  and increasing productivity, and raise
  performance to new highs.

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Achieving Operational Excellence Focus

• Transfer of operational processes and know-how
  from top-performing business units and processes
  to less-well-performing business units
• Ultimately improving overall performance,
  reducing expenses, increasing revenues
• Texas Instruments did this well
• Chevron, too

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