Download - Session 11 knowledge management
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knowledge management
Thursday, November 11, 2010
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1.0
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problem of knowledge
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1.1
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a search for the perfect fry
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Burger King’s problem
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crisp and hot for 15 minutes after the pick-up
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Jan. 1998
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$40 million
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new coat
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19 pages of manual
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seven audible crunch test
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by 1999
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pounds of fries shipped had fallen nearly 14%
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what went wrong?
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1.2
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Nokia and Ericsson
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founded in 1865 and 1876
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employees:60,000 vs 100,000
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total sales in 2001$27.7B vs. $28.5B
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# of saunas in HQ6 vs. 2
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# 1 in the market
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divest from the market Jan. 26, 2001
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March 17, 2000
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lighting
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Philips semiconductor plant
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New Mexico
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March 20
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Nokia chief component manager notified
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March 31
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30 engineers
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China, Finland and the US
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in 2 weeks
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new chip was designed on the fly
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in Stockholm
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March 17
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fire
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March 20
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an officer was notified
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early April
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head of consumer product was notified
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potential implication of the fire
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no follow-up action was taken
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lost $400 million potential sales
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lost $1.68 billion in mobile phone business
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January 26, 2001
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divested from mobile phone manufacturing
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Nokia
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“we let the bad news travel farther and faster”
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collaborative and empowered team
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Ericsson
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linear and sequential communication
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Thursday, November 11, 2010
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Thursday, November 11, 2010
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what type of organization do you want to build?
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1.3
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the problem of knowledge
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situated
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contextualized
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experiential
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tacit knowledge
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distributed
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contested
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multiple meaning
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invested
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1.4
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challenges in knowledge management
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know-what
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know-how
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know-why
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care-why
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knowing who knows what
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having smart people is not enough
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© copyright 2006, youngjin yoo
Codified
Tacit
Centralized Distributed
What we need to know
Organizing Framework
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© copyright 2006, youngjin yoo
Codified
Tacit
Centralized Distributed
Focus of past KM activities What we need to
know
Organizing Framework
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1.5
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a brief history of knowledge management
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driver analogy
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New York cab driver
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new drivers
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some smart drivers
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some dumb drivers
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dumb organization
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KM v.1.0
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repository of cab drivers’ best practices
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KM v.1.5
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communities of cab drivers
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smart drivers
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dumb organization
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KM v.2.0
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airport limousine service in Seoul
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guaranteed service in 50 minutes
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usually 50 minutes to 3 hours
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unpredictable traffic pattern
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no central dispatch office
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peer-to-peer radio
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voluntary information sharing
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anything relevant
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total empowerment
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trust and reputation
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smart drivers
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smart organization
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2.1
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why don’t people share knowledge?
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1. lack of motivation
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let’s throw in money
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lots of garbage
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2. it’s community problem
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Xerox experience
Thursday, November 11, 2010
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NASA
Thursday, November 11, 2010
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the basement of building 51
Thursday, November 11, 2010
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let’s build communities
Thursday, November 11, 2010
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identitylanguageculture
Thursday, November 11, 2010
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3. they don’t know how to share knowledge
Thursday, November 11, 2010
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cognitive problem
Thursday, November 11, 2010
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distributed knowledge
Thursday, November 11, 2010
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2.2
Thursday, November 11, 2010
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the role of technology in knowledge sharing
Thursday, November 11, 2010
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repository
Thursday, November 11, 2010
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communication
Thursday, November 11, 2010
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automation(embedding)
Thursday, November 11, 2010
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Thursday, November 11, 2010