net-centric tacit knowledge management
TRANSCRIPT
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 1
Semantic
Skills &
Knowledge
Management
Net-Centric Approach to
Tacit Knowledge ManagementMichael Brown
SkillsNET Corporation
Michael Kruger
Federal Aviation Agency
Visibility into Embedded Knowledge & Expertise Assets
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 2
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Skills &
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Most Important Knowledge and Expertise
MIKE
Today’s Objective
Overview of Ground Breaking KM Research
Identifying and Harvesting Hidden Knowledge and Employee Expertise
System to Auto Populate Knowledge & Expertise Assets
Introducing
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 3
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Skills &
Knowledge
ManagementMajor Research Objectives
1. Is it possible to capture operational and tacit
knowledge via net-centric event and content analysis?
2. Could such a process become ubiquitously imbedded
in every day workflow routines?
3. Would such a system increase visibility into Tacit
Knowledge and expertise data?
4. Could such a system be integrated into enterprise
architecture?
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 4
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• Automatically collect the organizational memory or tacit knowledge of current experts.
• Create an enterprise repository of tacit knowledge to sustain the current expert knowledge base, adding to it as it grows.
• Capture and populate informal practices and processes that are not captured in traditional Knowledge/CoPs.
• Bridge the gaps in unstructured business data between one or among many Knowledge/CoPs, enabling the enterprise to consolidate information for better knowledge fusion.
• Serve as a universal sharing mechanism that enables a supportive culture for knowledge sharing, and a culture that embraces “sharing knowledge is power” will help organizations to truly maximize their intellectual capital.
Projected Outcomes
The Tacit Knowledge Capture Process must….
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 5
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Skills &
Knowledge
ManagementFraming the Discussion
• Today’s organization are experiencing a convergence:
• Emerging technologies affecting work practices – Virtualization of work
• A maturing workforce – Retiring and/or moving on to second careers– Walking out the door with years of experience
• Hiring of Tech-savvy employees– High comfort and skill; technology is natural
• New Internet capabilities– Web 2.0 (social web) / Web 3.0 (semantic web)
• The Leadership mandate:
Maximize the enterprise’s intellectual capital via tacit knowledge management to optimize capability and competitiveness
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6
Pilot Project Design
• Literature and best
practices review to
support MIKE design
principles
• AJW-22 Personnel
Roster to identify
study participants
• 23 Field Trip
reports in several
formats (DOC, PDF,
etc.)
• 7,154 Record of
Assistance records
starting 10/2006 and
ending 6/2009
• 2,000 emails
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 7
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Skills &
Knowledge
Management
Engineers
Proxy KM
Enterprise Intelligence
Org. Health Metrics
Performance Pattern Analysis
Event/Transaction Management
Context Patterns/
Risk Metrics
Business
Process
Management
CSSS
Context
Sensitive
Feedback
Causal Analysis Predictive Intelligence Strategy Formation
MIKE
KMIntelligence
ERP
Leadership
Performance Readiness
OJTMetadata
Library
School – OJT Courses
Content Disaggregation
AutotagAutobundle
Readiness Support
Policy/
Operational Change
Customer /Vendor Space
Enterprise Team
Context – Specific
Performance
Learning
Learning
Requirements
Legacy
Knowledge
Sources
Organization
Analysis
Customer Satisfaction
Support Services
Legacy Information /
Knowledge Resources
Shared Expertise
Context
Filters
TechNet
MIKE
Pilot
Enterprise Environment
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Skills &
Knowledge
ManagementOntology Driven Structure
MIKE is self-populating - self-correcting – self learning
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 9
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Skills &
Knowledge
Management
Sensor
Appliance
Associations/
Affiliation
Engine
Semantic/
NLP
Small Worlds
Context
Analytics
MIKE
Dashboard
Net-Centric
Event Management
/Content
Other Content
Sources
Taxonomic
Adjustment
Data Collection
1 32Dashboard
Semantic Analysis Data Alignment Data Presentation
Blog, Wiki
IM, etc.
Reports
Diagrams
Records
“We didn’t hire smart people so we could tell them what to do;
we hired them to tell us what to do.”
Integrated Net-Centric and Semantic Environment
Backroom Web 3.0
Most Important
Knowledge and
Expertise
MIKE
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 10
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Most Important Knowledge and Expertise Network
Welcome to MIKE. The ATO-ATCF Network of Tacit Knowledge Resources for Individuals and Teams
A Semantic Web solution to capture knowledge and expertise in reports, emails, and technical documents
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 11
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Skills &
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Management This is the profile others will see.
Role, Specialty, Team,
Skills, Contact, Favorite
Websites
Recent
Experience
Recent
Solutions I
Contributed
My ATCF-PSG Role
My Top VerbsHigher / Lower
Order Thinking
Capability
Team Top Verbs
My System, Sub
Specialty, Parts
Expertise
My Profile Page
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 12
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Skills &
Knowledge
Management My Technical Associates Network Page
(Shared interest/expertise with others)
Team Expertise
Network Node
Graphic
FAA Associates
Shared Attributes
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My Expertise Page
Personal and
Team Expertise
Graphics
Search My Expertise
System, Specialty, Parts
Dynamic Themes / Patterns (email, wiki, blog, documents, etc.)
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 14
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Skills &
Knowledge
Management My Experience Page
Personal and
Team Experience
Graphics
Search My Experience
If something was sent or used
Advised or Visited
Date, Airport, City, State, System
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 15
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Skills &
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Management My Solutions Page
Personal and
Team Solutions
Graphics
Problem
My Solutions LibrarySearch My Solutions
View Charts/Video
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 16
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Second line engineers
collaborate electronically
with other engineers who
use TK & EK to assist
Second line
engineers
receive a
request for
assistance
Second line
engineers
use TK to
formulate a
solution
Electronic artifacts
are “processed” and
added to MIKE
MIKE Data are shared to solve
new problems; solutions are then
added to MIKE as new TK
M I K E
EK with embedded TK
2.
3.
4.
5.
1.Vendors Field Technicians /
Engineers
Second line engineers
research Net-centric
and other content, e.g.,
Records of Assistance,
Tech Reports,
Handbooks, etc.
Contextual Environment
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 17
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Skills &
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ManagementFeeding Legacy Applications
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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 18
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Skills &
Knowledge
ManagementMajor Outcomes / Results
• Extraction of data from social business, expertise and trust networks.
• Event-based filtering and navigation of e-mail, blog, wiki discussions.
• Uncovering hidden tacit knowledge in explicit knowledge artifacts.
• Filtering and navigation of VoIP telephony transactions.
Demonstrated easy harvesting of net-centric data and allowed for:
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ManagementConclusion and Outlook
• Given the forces of change, more effective capturing and sharing
of TK across the enterprise is essential for maximizing
organizational performance and competitiveness; MIKE
technology can facilitate this.
• The work culture is migrating toward a Virtual Organization (VO)
operational environment; MIKE technology can help organizations
manage that imminent change.
• Tacit knowledge and sharing patterns can be captured, presented
and optimized without disruption to employees’ daily routine.
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Have questions / need more info?