developing knowledge expert repository system...
TRANSCRIPT
DEVELOPING KNOWLEDGE EXPERT REPOSITORY SYSTEM
FOR IT PROFESSIONALS AT CICT, UTM
ZAM ZARINA BINTI ISHAK
A project report submitted in partial fulfillment of the
requirements for the award of the degree of
Master of Science (Information Technology – Management)
Faculty of Computer Science and Information System
Universiti Teknologi Malaysia
JUNE 2006
iii
Dedicated to my mother and father whose love, encouragement and values will always
guide and inspire me.
PATIMAH SERJAN
ARWAHYARHAM ISHAK BIN HASANUDDIN
and
To my loving friend, MOHAMAD HAFIZ and beloved siblings (CT, EJAT & PALI)
In the hope that they will be encouraged to trive for the best throughout their lifetime
s
studies and thank you so much for being so patient and being there for me.
iv
ACKNOWLEDGEMENT
First and foremost I thank Allah that I am able to complete my Master’s project even thought I have to faced many challenges and circumstances. I wish to express my sincere appreciation to my supervisor, Dr. Azizah Abdul Rahman, for encouragement, advice and guidance. I am also indebted to all staff at CICT in supplying the relevant information. Futhermore, I would like to express my most gratitude to my mom, Puan Fatimah Sarjan and also my family who never fails to support and pray for my success. A special thanks to Mohamad Hafiz for his invaluable insight and support for ensuring that this process would reach a worthwhile end. Finally, I owe a debt of gratitude to Kak Ilham, Azimah, Paan, Ct, Syida, Abby, Eti, Ana and Bay for generous of time and expertise. Unfortunately, it is not possible to list all of them. I thank you all.
v
ABSTRACT ICT is rapidly changing. Rapid changes in ICT causes the skills and knowledge
required IT Professionals to change in order to update and upgrade their IT skills and
knowledge. Furthermore, the rapid innovations in ICT are resulting in fast changing
requirement and the need of knowledge sharing among the IT Professionals. One of the
objectives of this study is to identify the required skills and knowledge required by the
IT Professionals at CICT. Then, based on the information, IT Expertise Framework is
formulated. The project solution goes through project initiation and planning, designs
system, develop prototype, build final system, perform user acceptance testing, finalize
system and report writing. The information was collected by interviewing CICT top
management and end user, study past literature review such as journals, books and
website. A Unified Modeling Language is use in the conceptual designs that are use
case, class diagram and sequence diagram. The end results for this project are IT
Expertise Framework and Knowledge Expert Repository System (KERYS). IT
Expertise Framework is a dynamic framework that categorized IT skills into 3 main
categories, which are technical skills, soft skills and business skills. Then IT Expertise
Framework is mapped into KERYS that able to store and gather expertise information.
Furthermore, this system will provide an effective ways and venue for the IT
Professionals to share expertise and knowledge that encourage collaboration and
commitment towards lifelong learning.
vi
ABSTRAK
ICT adalah satu bidang yang berkembang pesat. Perubahan yang pesat di dalam
bidang ICT menyebabkan kepakaran and pengetahuan yang diperlukan oleh Profesional
IT juga turut berubah untuk memastikan kepakaran IT mereka seiring dengan kemajuan
dan perkembangan IT. Objektif pertama kajian ini ialah untuk mengenalpasti
kemahiran, keupayaan dan pengetahuan yang diperlukan oleh Profesional IT. Projek ini
melalui fasa perancangan, fasa merekabentuk sistem, membangunkan prototaip sistem,
merekabentuk sistem akhir dan dokumentasi. Hasil informasi diperolehi daripada
pelbagai kaedah kajian seperti menemubual pihak pengurusan atasan CICT dan
pengguna akhir, merujuk kepada kajian literatur hasil kajian lepas seperti jurnal, buku
dan halaman web. Konseptual model yang digunakan untuk kajian ini ialah Unified
Modeling Language iaitu rajah use case, rajah kelas dan rajah jujukan. Hasil kajian ini
ialah rangka kerja Kepakaran IT dan Sistem Pengetahuan Pangkalan Data Pakar IT.
Rangka kerja Kepakaran IT dibahagikan kepada 3 kategori utama iaitu kemahiran
teknikal, kemahiran perlu (soft skills) dan kemahiran perniagaan. Berdasarkan rangka
kerja, satu sistem telah dibangunkan yang dapat membantu menyimpan informasi
kepakaran pengguna. Selain itu, sistem ini juga membolehkan pakar-pakar IT di dalam
UTM untuk saling berhubung untuk berkongsi kepakaran dan pengalaman yang
menggalakkan kolaborasi sesama mereka.
vii
TABLE OF CONTENTS
CHAPTER TITLE PAGE
DECLARATION ii
DEDICATION iii
ACKNOWEDGEMENTS iv
ABSTRACK v
ABSTRAK vi
TABLE OF CONTENTS vii
LIST OF TABLES xiii
LIST OF FIGURES xv
LIST OF ABBREVIATIONS xvii
LIST OF APPENDICES xviii
1 PROJECT OVERVIEW 1
1.1 Introduction 1
1.2 Problem Background 2
1.3 Problem Statement 3
1.4 Problem Objectives 4
1.5 Importance of Study 4
1.6 Project Scope 5
1.7 Summary
5
2 LITERATURE REVIEW 7
2.1 Introduction 7
viii
2.2 Introduction to Knowledge Management
2.2.1 Knowledge Evolution
9
9
2.2.2 Knowledge Management Definition 12
2.2.3 Fundamental Processes of Knowledge Management
13
2.2.4 Knowledge Sharing 14
2.2.4.1 SECI Model 15
2.2.5 Knowledge Networks Strategies 17
2.2.5.1 Mentoring 17
2.2.5.2 Coaching 18
2.2.5.3 Communities of Practices 19
2.3 Knowledge Management System
2.3.1 Knowledge Management System Architecture
2.3.2 Knowledge Management System Category
19
19
21
2.4 Knowledge Repository
2.4.1 Concept of Knowledge, Expertise and
Competence
2.4.2 Competence System
2.4.3 Example of Expert Repository System
2.4.3.1 The Competence Management
System at Volvo IT
2.4.3.2 Competence Management System
at Guide
2.4.3.3 The Expert Seeker People-Finder
System at Kennedy Space Center
2.4.3.4 The Global Competence Planning
System at Ericsson
22
22
23
24
24
27
28
29
2.5 Introduction to IT Professionals
2.5.1 Categories of IT Professionals
2.5.2 IT Professionals Skills
2.5.2.1 Skills Definition
2.5.2.2 Characteristics of Skills
2.5.2.3 IT Skills Classifications
32
32
34
35
36
37
ix
2.5.3 Soft Skills
2.5.4 Business Skills
40
44
2.6 IT Skills Level 46
2.7 IT Skills Portfolio Management 48
2.7.1 Three Key Principles 49
2.7.2 The process of IT Skills Portfolio
Management
51
2.8 Summary
2.9
53
3 METHODOLOGY 55
3.1 Introduction 55
3.2 Project Methodology 55
3.3 Project Operational Framework 57
3.4 Project Initiation and Planning Phase 58
3.5 Analysis Phase
3.5.1 Gather Information
3.5.2 Framework verification
3.5.3 Define System Requirements
3.5.1.1 Unified Modeling Language (UML)
3.5.4 Prioritize System Requirement
3.5.4.1 Three Tier Model of Client Server
Architecture
3.5.4.2 Hardware
3.5.4.3 Software
58
59
59
60
60
61
61
62
64
3.6 Design System Phase 68
3.7 Develop Prototype 68
3.8 Build Final System 70
3.9 Perform Testing and User Acceptance Test
3.9.1 Testing
3.9.2 User Acceptance Test
70
70
71
3.10 Finalized System and Report Writing 72
3.11 Project Schedule 72
3.12 Summary 72
x
4 FINDINGS 74
4.1 Introduction 74
4.2 Organizational Analysis
4.2.1 Introduction to CICT
4.2.2 CICT Vision and Mission
4.2.3 CICT Objective
4.2.4 CICT Organization Structure
4.2.5 IT Professionals at CICT
4.2.5.1 Career Stages and Development at
CICT
4.2.6 Departments at CICT
4.2.6.1 Academic Computing Division
4.2.6.2 Infrastructure & Service Division
4.2.6.3 Administrative Computing Division
4.2.6.4 ICT Training and Consultancy Unit
4.2.6.5 ICT Research and Planning Special
Unit
74
75
76
76
77
78
78
82
82
83
84
85
86
4.3 Framework Analysis 87
4.3.1 Development of IT Expertise Framework 87
4.4 Analysis and Design of Knowledge Expert Repository System
102
4.4.1 Analysis of Proposed System 102
4.5 Analysis Conceptual Design (To-Be Process) 105
4.5.1 Use Case and Class Diagram 105
4.6 Input and Output Specification 107
4.7 Interface Design 109
4.8 Database Design 110
4.9 Stakeholders 110
4.10 Summary 111
5 IMPLEMENTATION AND TESTING 112
5.1 Introduction 112
5.2 Testing Plan 113
xi
5.2.1 Unit Testing 113
5.2.2 Integration Testing 113
5.2.3 System Testing 114
5.2.4 User Acceptance Test 117
5.3 Programming coding 120
5.4 User Manual 120
5.5 Summary 120
6
ORGANIZATIONAL STRATEGY
121
6.1 Introduction 121
6.2 IT Expertise Framework Implementation 121
6.3 System Implementation 123
6.4 Summary 126
7 CONCLUSION 127
7.1 Conclusion 127
7.2 Achievements 127
7.3 System’s Strength 129
7.4 System’s Limitation 130
7.5 Future Enhancement 130
7.6 Contributions 131
7.6.1 Academic Contributions 131
7.6.2 KERYS 131
7.7 Commercialization 132
7.7 Summary
132
REFERENCES 133
Appendix A-L 134-215
xii
LIST OF TABLE
TABLE NO. TITLE PAGE
2.1 Example of IT/IS Skill Classifications (Nakayama & Sutcliffe, 2005)
39
2.2 Soft Skill needed by IT Professionals (Bailey and Stefaniak, 2000)
41
3.1 Hardware Specification for System Development
63
4.1 PTK Syllabus for Information Technology Officer (System Analyst)
80
4.2 PTK Syllabus for Information Technology Assistant Officer (Programmer)
81
4.3 Academic Computing Division goals and objectives 82
4.4 Academic Computing Division function and division 83
4.5 Infrastructure and Service Division goals and objectives 84
4.6 Units and Function at Infrastructure & Service 84
4.7 Goal and objectives of Academic Computing Division
85
4.8 Goal and objectives of ICT Training and Consultancy Unit
86
4.9 Summary of IT Skills Classification
90
4.10 Categorizing of IT Skills 91
4.11 IT Expertise Framework Details 97
4.12 IT Skill Level Comparison 100
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4.13 IT Skill Level for KERYS 101
4.14 Expert Repository Comparison 103
4.15 Proposed system 104
4.15 Input Specification 108
4.16 Output Specification 109
5.1 Black-box testing 109
5.2 UAT Participants 116
5.3 UAT Summary 118
xiv
LIST OF FIGURES
FIGURE NO. TITLE PAGE 2.1 Framework of Literature Review
8
2.2 The Hierarchy of Meaning (Alain and Godbout, 1999)
10
2.3 Basic Processes of Knowledge Management (Tiwana, 2002)
13
2.4 SECI Model (Nonaka and Takeuchi, 1995)
15
2.5 Basic architecture for a KM System (Applehans, 2001)
20
2.6 Knowledge Management System Categories (Fernandez, 2000)
21
2.7 Competence Tree in Volvo IT’s CDS
25
2.8 The Relationships between Corporate Strategy, KM, HR and HRMS in Ericsson
31
2.9 The IT Skills Pyramid (Hawkins et. al., 1999)
37
2.10 IT Skills Portfolio Management Framework (Nakayama and Sutchliffe, 2005)
50
2.11 Skills Portfolio Sourcing Matrix (adapted from Nakayama and Sutchliffe, 2005)
52
3.1 Exploratory Prototype Framework (Rob, 2003)
56
3.2 Project Operational Framework
57
3.3 Three Tier Model of Client-Server Architecture
70
4.1 CICT Organization Structure
77
xv
4.2 Career stages of Information System Officer or System Analyst at CICT
78
4.3 Career stages of Information System Officer or Programmer at CICT
79
4.4 Framework methodology 87
4.5 IT Expertise Framework 95
4.5 Use Case Diagrams 106
4.6 Class Diagram 107
6.1 Framework Implementation Steps 122
6.2 System Implementation Steps 124
xvi
LIST OF ABBREVIATIONS
CDS Competence Database System
CICT Center of Information and Communication Technology
FSKSM Faculty of Science Computer and Information System
KERYS Knowledge Expert Repository System
KM Knowledge Management
KMS Knowledge Management System
UAT User Acceptance Test
UML Unified Modeling Language
UTM Universiti Teknologi Malaysia
xvii
LIST OF APPENDICES
APPENDIX TITLE PAGE
A Knowledge and abilities required by IT Professional according to job cluster
138
B The job function detail on each of the specialties
143
C Interview question
150
D Project schedule
151
E Flow chart
153
F Use Case Description
160
G Sequence Diagram
165
H Interface Design
171
I Database Design
182
J UAT question
186
K Programming coding
188
L User Manual
197
CHAPTER 1
PROJECT OVERVIEW
1.1 Introduction
Knowledge worker are becoming an increasingly important segment and
valuable asset in the organization. In today’s world, knowledge workers play a major
role in a success of organization, and the management of knowledge has become as
important as management of physical asset (Mills and Friesen, 1992; Winter and
Dowling, 1991; Nonaka, 1999). Although the term “Knowledge Worker” was
introduced by Peter Drucker over 40 years ago, the level of interest in Knowledge
Management and Knowledge Worker has only started in Asia over the past 3 to 5
years.
As Malaysia aspires to become a develop country by the year 2020, it is vital
for the nation to transform itself into a knowledge-based economy or k-economy.
The k-economy has created a growing need for knowledge worker that will form a
backbone of the future. The National IT Agenda and the Multimedia Super Corridor
(MSC) are designed to explore and exploit the potential of ICT to create knowledge-
savvy society. As Malaysia become more knowledge-based, it becomes more
important to retain highly skilled knowledge workers.
Knowledge is increasingly regarded as the critical resource of firms and
economies and organizational knowledge and the management of this knowledge is
considered crucial to competitive advantage and organizational success (Nonaka and
Takeuchi, 1995; Steward, 1997). As a result, organizations are seeking ways to
convert individual skills, expertise and experience to organizational knowledge.
2
Information technology plays a fundamental role in supporting knowledge work in
organizations but technology alone does not ensure the effectiveness of the
knowledge environment and it cannot ensure that people share and use each other’s
knowledge.
One of the main aims of KM is to provide an environment for optimal sharing
of knowledge between individuals and groups. An important thing characteristic of
firms that have successful knowledge management system is that knowledge sharing
is part of the ongoing habits and practices of the organization (McDermott & O’Dell,
2001).
Alavi and Leidner (1999) defined KMS as an emerging line of systems which
target professional and managerial activities by focusing on creating, gathering,
organizing, and disseminating an organization’s knowledge as opposed to
information or data. The purpose of KMS are to support organizational members to
capture and retrieve knowledge, find and interact with experts, and thereby
collaborate and co-operate more effectively (Lindgren, 2002).
1.2 Problem Background
Information communication and technology (ICT) is rapidly changing. New
IT products emerge and current ones change rapidly. Rapid changes in information
communication and technology cause the skills and knowledge required of IT
professionals to change and lead to new roles for IT professionals. Furthermore, the
rapid innovations in ICT, resulting in fast changing skills requirements and the need
of knowledge sharing and knowledge transfer among the IT professionals to keep
update and upgrade their skills.
The Centre of Information and Communication Technology (CICT) is the
only one service provider of ICT in the Universiti Teknologi Malaysia (UTM). One
of the main objectives of CICT is to become an information technology reference
centre. In UTM, there are also many staffs especially lecturers from Faculty of
3
Computer Science and Information System (FSKSM) who are really experience and
expert in ICT area. So, they need to collaborate and share knowledge as well as their
expertise to assist IT professionals in line with university’s policy which is to
recognize ICT problems and solve them in a short time. Furthermore, IT
professionals need to upgrade their skills and competency to guide them in
developing their career path.
One of the ways to organize expertise in organization is by developing
knowledge repositories that attempt to manage knowledge by holding pointers to
experts who posses specific knowledge within an organization. Despite the
considerable research interest shown in various types of knowledge management
systems, not much academic work can be found on information technology support
for managing competence (Lindgren, R. and Stenmark, D., 2002).
At the moment, there is no expert repository that stores and gathers IT
professional skills, expertise and experience in UTM. Due to this, management faces
problem in assigning suitable jobs or tasks to each workers based on their expertise.
Without a proper expert repository, the management difficult to identify the gap
between the skills they have and the skills needed by the IT professional. Thus, the
management did not send them for training to upgrade their knowledge.
1.3 Problem Statement
In order to address key issues as mention at previous section, there are two
problems need to address here. Firstly, there are no standard IT skill framework for
IT professionals and secondly, there is ineffective ways to access IT Professional’s
skills and expertise information and profile. Furthermore, there is no effective ways
that allows IT Professional at the CICT to share their expertise and collaborate
among them. A knowledge expert repository system is needed to encourage IT
professionals to improve and share their knowledge. In order to achieve that, these
questions must be addressed:
4
i) What are the appropriate skills, knowledge and ability that required by the IT
professionals?
ii) How knowledge expert repository can be used to manage IT skills and
support IT Professional’s career development?
1.4 Project Objectives i) To study the required skills, knowledge and ability required by the IT professionals.
ii) To formulate IT Expertise Framework as a standard guidelines for managing IT
skills.
iii) To develop Knowledge Expert Directory (KERYS) that able to store and
gather expertise information and managing career development for IT
Professional’s in CICT and UTM based on IT Expertise Framework.
iv) To formulate organizational strategy for IT university community by
providing an effective ways and medium to solve problems, share expertise
information and knowledge that encourages collaboration and commitment
towards lifelong learning.
1.5 Importance of Study It is hoped that result of this project will give a positive impact to the IT
professionals in CICT and UTM. By developing expert repository for IT
Professional at UTM, it help IT professionals to accelerate long life learning and
increase commitment to the organization.
This is also as guidance for the IT professionals to upgrade their knowledge.
Simultaneously, it will help to generate competencies that provide the organization
with the right mix of talent to meet existing and future needs (Nordhaug, 1993). This
can increase job satisfaction and can guide career path of the workers.
5
Furthermore, KERYS can help CICT’s top management to analyze the gap
between skills they needed and skills they have and also managing resource planning
and budget for future staff intake.
Besides that, the system can help IT professionals to communicate solutions
to problems. The system will provide expertise information by searching features.
They can refer to the expertise experience and opinion in order to solve problems
that related to IT topic. By doing this, it also can help to improve ICT services,
thereby providing quality service to clients especially university community. The
implication is the productivity of work will increase because they can respond faster
to the client. It is also to enforce the university’s policy which is to recognize ICT
problems and solve them in a short time.
1.6 Project Scope
i) The study only covers IT professionals include Information System Officer
(System Analyst) and Information System Assistant Officer (Programmer) at
CICT, computer technicians and lecturers at all faculties in UTM.
ii) The end product of this project will be IT expertise framework and web-based
Knowledge Expert Repository System that provide them a venue to share
expertise information, discuss problems and collaborate.
iii) The IT expertise framework will be assigned based on the CICT services.
1.7 Summary
Ironically, the job domains most affected by technology are information
technology workers. Thus, the need of IT professionals at CICT to upgrade and
update their skill and expertise is becoming more important. By identifying skills,
knowledge and abilities needed by IT professionals shall produce an IT Expertise
Framework that beneficial to IT professionals in managing IT skills and career
6
development. This framework then can be used as a guide to implement expert
repository system that can help the IT professionals to keep update and upgrade their
expertise. By using this system, IT professionals in CICT and UTM can also share
expertise information as well as sharing knowledge and collaborate among
themselves. Furthermore, the system can help in analyzing gap between skills they
needed and skills they have. It also can be used in managing resource planning and
budget for future staff intake.
133
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