Chapter 10

Chapter 10 1

Knowledge Management

Data, Knowledge & Information

Chapter 10 2

Introduction to Knowledge Management

• KM: is a process that helps organizations:– Identify– Select– Organize– Disseminate– Transfer important information – Transfer expertise that are part of the

organization’s memory– Resides within the organization in

unstructured manner.Chapter 10 3

Knowledge structuring offers:

• Effective and efficient problem solving

• Dynamic learning

• Strategic planning

• Decision making

Chapter 10 4

Knowledge

• In the IT context, knowledge is distinguished

• from data and information.– Data : collection of facts, measurements,

statistics.– Information : organized or processed data

that are timely and accurate– Knowledge : information that is

contextual, relevant and actionable.

Chapter 10 5

Characteristics of Knowledge

• Extra-ordinary leverage & increasing returns

• Fragmentation, leakage, and the need to refresh

• Uncertain value

• Uncertain value of sharing

• Rooted in time

Chapter 10 6

Types of knowledge

• Explicit knowledge: deals with more objective, rational, technical knowledge.

• Policies, procedural guides, white papers, reports, designs, products, strategies, goals, mission and core competencies of the enterprise and the information technology infrastructure.

Chapter 10 7

Types of knowledge

• Tacit knowledge: is usually in the domain of subjective, cognitive and experiential learning.

• Is the cumulative store of the experiences, mental maps, insights, expertise, know-how, trade secrets, skill sets and learning that an organization has, as well as the org. culture that has embedded in past and present.

Chapter 10 8

Knowledge – Knowledge Management

Systems

Chapter 10 9

Knowledge – Knowledge Management Systems (Continued)

Chapter 10 10

Knowledge creation or knowledge acquisition is the generation of new insights, ideas, or routines.

Socialization mode refers to the conversion of tacit knowledge to new tacit knowledge through social interactions and shared experience.

Activities or ProcessesActivities or Processes

Combination mode refers to the creation of new explicit knowledge by merging, categorizing, reclassifying, and synthesizing existing explicit knowledge

Chapter 10 11

Externalization refers to converting tacit knowledge to new explicit knowledge

Internalization refers to the creation of new tacit knowledge from explicit knowledge.

Chapter 10 12

KM Activities

• Knowledge sharing is the exchange of ideas, insights, solutions, experiences to another individuals via knowledge transfer computer systems or other non-IS methods.

Chapter 10 13

KM Activities

• Knowledge seeking is the search for and use of internal organizational knowledge.

Chapter 10 14

IT in Knowledge Management

• IT is crucial to the success of every knowledge management system.

• Components of KMS:– Communication

– Storage

– Retrieval

Chapter 10 15

Technologies to support KM

• Artificial intelligence

• Intelligent agents

• Knowledge discovery database

Chapter 10 16

Role of People in KM

• The Chief Knowledge officer

• CEO, officers, managers of the organization

• Communities of practice

• KMS staff

Chapter 10 17