MT541 Organisation

1
MT541 Organisation Management in the Networked
Era

• The Art Science
• of
• Knowledge Management

2
KM Overview

• The nature of Knowledge - definitions
  typologies
• What is Knowledge Management?
• Why manage knowledge?
• Process / Stages of KM
• KM Architecture
• KM Tools, Technologies and Techniques
• KM Strategies
• KM and HR
• KM, Culture Environment
• Implementation

3
KM Socio-technical Perspectives
Definitions Typologies of Knowledge KM
Conceptual Perspective
Architecture Stages of KM
Process Perspective
KM Tools, Technologies Techniques
Technology Perspective
Structure, Culture Environment
Organisation Perspective
Strategy, Leadership, Resources HR Policies
Management Perspective
4
CONCEPTS...What do we mean by Knowledge?

• Data? Discrete, objective facts about events
• Information? Data with relevance/meaning
• .contextualised, categorised, condensed...
• Knowledge? Familiarity, awareness, or
  understanding gained through experience or study
• We know more than we can say
• Polanyi, M. (1966) The Tacit Dimension
• See Ch.1 What do we talk about when we talk
  about Knowledge? Davenport Prusak, 1998.

5
CONCEPTS... What do we mean by KM?

• A systematic process for creating, acquiring,
  synthesizing, sharing and using information,
  insights and experiences to achieve your
  organizational goals.
• Guest Lecture, Accenture, 2000
• KM is the process of capturing a companys
  collective expertise wherever it resides - in
  databases, on paper, or in peoples heads - and
  distributing it to wherever it can help produce
  the biggest payoff.
• Hibbard, J. Knowing what we know, Information
  Week. Oct 20, 1997
• KM is the systematic, explicit, and deliberate
  building, renewal, and application of knowledge
  to maximise an enterprises knowledge-related
  effectiveness and returns from its knowledge
  assets.
• Wiig, K (1997) in Liebowitz, J. (1999) Knowledge
  Management Handbook
• KM applies systematic approaches to find,
  understand, and use knowledge to create
  value. ODell, C (1996) in Liebowitz above

6
CONCEPTSTypes of Knowledge?

• Tacit and Explicit (Nonaka and Takeuchi 1995)
• Explicit, Embodied, Embrained, Encultured
• Collins, H. Human, Machines, and the Structure
  of Knowledge. Ruggles, R. ed. Knowledge
  Management Tools.
• Know-what, know-how, know-where, know-why,
  care-why
• Quinn, J.B. et al Managing Professional
  Intellect Making the Most of the Best. HBR.
  March-April 1996.

7
Why Manage Knowledge?

• Fortune 500 Companies Will Lose 12 Billion in
• 1999 due to Knowledge Management
  Inefficiencies International Data Corporation
  (IDC) October 6, 1999

Intellectual Rework Substandard
Performance Obsolete Knowledge Employee Turnover

• Consultancy KPMG Peat Marwick LLP surveyed
• 100 respondents on what happens when key
• employees leave without sharing their knowledge
• 43 - damaged relationship with key client/
  supplier
• 50 - loss of best practices knowledge
• 10 - significant income losses. (Vaas 1999)
• www.zdnet.com/eWeek/stories/general/ 0,11011,
  404727,00.html

8
PROCESSStages of KM
Socialisation Externalisation Combination Internal
isation Takeuchi Nonaka 1995
T T T E E E E T
The Knowledge Spiral

T tacit knowledge eg. How to ride a bike E
explicit knowledge eg. How many gears are on a
bike
9
PROCESSStages of KM
Acquisition Rental Dedicated Resources Fusion Adap
tation Networks
Generation Codification Transfer Davenport
Prusak 1998
K Mapping Modeling Story-telling
Water cooler facilities Talk rooms K Fairs Open
Forum
10
PROCESSBuilding Blocks of KM
knowledge assessment
knowledge goals
knowledge identification
knowledge retention
knowledge utilisation
knowledge acquisition
k sharing distribution
knowledge development
Probst, G. et al 2000, Managing Knowledge -
Building Blocks for Success p.34
11
PROCESS... KM Architecture?
Knowledge Repositories Libraries
Communities of Knowledge Workers
Sharing
Creation
Knowledge Flow
Distribution
Knowledge Cartography - navigation - mapping -
simulation
Capture Codify
Adapted from Borghoff Pareschi (1998)
Information Technology for Knowledge Management
12
TECHNOLOGYIS to Support KM
Create Knowledge
Sharing Knowledge
KWS Knowledge Work Stations
GCS Group Collaboration Systems
CAD Virtual reality Workstations
Groupware Intranets
OAS Office Automation Systems
AIS Artificial Intelligence Systems
Expert systems Intelligent Agents Neural
nets Fuzzy logic
WP DTP Web publishing
Capture Codify Knowledge
Distributing Knowledge
Adapted from Laudon and Laudon (2000) Management
Information Systems p. 436
Also see Davenport Prusak 1998, ch. 7 for more
on KM Technologies
13
KM, Org Mgt

• Strategy
• HR
• Culture Environment
• Refer to
• Davenport Prusak 1997, 1998 Nonaka Takeuchi
  1995 Probst et al 2000 Von Krogh et al 2000
  Zack 1999 as per course outline.
• Readings assigned and class presentations/reports
  discussions.