Knowledge Management The Book!! Presenters:
Óttar Erlingsson
Espen Grødem
Knowledge Management The Book!! Presenters:
Óttar Erlingsson
Espen Grødem
About the presenters
Óttar
BSc Quality Management
1 year of Philosophy
IT work for 5 years Espen
BSc Marketing Management with IT
IT work for 6 years
Ottar and Espen
About the Authors
Elias M. Awad
Professor of Bank Management at University of Virginia
40 years IT experience
Very well known Hassan M. Ghaziri
Associate Professor at the American University of Beirut
12 years IT experience
Widely published
Espen
Awad
Professor of Bank Management at University of Virginia
40 years IT experience
Very well known
Leading instructors and presenter in the banking industry
Ghaziri
Associate Professor at the American University of Beirut
12 years IT experience
Widely published
Research and development in the descovery of knowledge and building knowledge systems.
Presentation outline
Part 1
Introduction of Knowledge management
Part 2
Their method
Part 3
Discussion and questions
Espen
Part 1
We will introduce knowledge management, knowledge management system life cycle
Part 2
Here we are introducing their model for knowledge management and knowledge management systems life cycle.
Part 3
Is a brief discussion about the book and some questions to the class, then well evaluate the book as such.
The presentation is not…
An in depth presentation of the book
An introduction to all chapters, tools and models
Espen
From the previous slide you can understand that the presentation is NOT a run-down of the whole book. We will not introduce you to the whole book and all the chapters as such. It goes into great detail and how one should behave when building a KM system.
Examples of what we do not go into: Capture knowledge techniques, capture tacit knowledge techniques, ethical and legal issues…
What is knowledge
“understanding gained trough experience or study”
Ottar
This is the books definition of knowledge.
From this we can understand the concept of KM:
It is managing this gained understanding within an organisation.
What is Knowledge Management (KM)
Using accessible knowledge from outside sources
Embedding and storing knowledge throughout the organisation
Representing the knowledge
Promoting knowledge growth
Transferring and sharing knowledge
Assessing the value of the knowledge Their definition?
Ottar
What is the definition of KM in the book?
They do not put fwd one definition, but they list different definitions
Yes, but they list 16 different knowledge management definitions. Which one should we use?
we do not have to use a single one. According to the book they all have something in common. See slide
KM Life Cycle
Capturing Organizing Refining Transfer
Ottar:
One way of looking at the KM definition is to look at the KM Life Cycle
Espen:
So why are we doing this? Next slide
Why Knowledge Management
The goal is to gather / capture knowledge, code it, present it and share it with others.
The aim is: not having to start from scratch each time one starts something new.
Espen
So why does companies take on the task of knowledge management?
The company has a great collection of knowledge, best practices, theories, projects, rules, regulations, and guidelines.
All of these issues and knowledge of each often resides inside peoples heads. Some people are good, some people knows the business well. These people can often be defined as experts in their fields. How do we get this knowledge from the peoples heads into a new hires head? How does a company best present this and share this knowledge amongst each other. Knowledge management is a way to try and put this into system and capture this knowledge, code it into a understandable form, present this and share it with other people in the company.
We do not want to start from scratch each time a new project is taken on or each time a new hire starts. This information, stored in the head of a expert can be better utilized if this information is collected and presented.
Eg. A new hire in a bank evaluating whether a new customer should get a loan or not. What do they look at to best assure that the person will be able to pay back the loan. We could ask the expert each time. This would not be efficient use of neither the expert or the new hires time. Give him some tools to be able to make good decisions himself.
What is a knowledge management system
“A Knowledge Management System is an application that collects, stores, and makes information available among individuals in an organization.”
-www.brandonhall.com
Espen:
We did not find a definition of knowledge management system in the book!!
This system's primary purpose is to capture a company's collective knowledge and then make it simple to retrieve and re-use.
Ottar: Isn’t it then an information system?
Espen: Yes, but you gather information with the purpose of sharing it with others, not just information for information sake! You put it there for the users to gain some “real” knowledge.
Recognition of Need and Feasibility Study Software Requirements Specifications Logical Design (master design plan) Physical Design (Coding) Testing Implementation Operations and Maintenance Evaluate Existing Infrastructure Form the KM team Knowledge Capture Design KM Blueprint Verify and Validate the KM system Implement the KM system Manage Change and Rewards Structures Post system Evaluation Conventional System Life Cycle KM System Life Cycle
Ottar
So what is the difference between Conventional System Life Cycle and a KM System Life Cycle? In short NEW names. O yea they have also added this box here (Click)
Well in the book they count 7 differences, but they are confusing the difference with the development of the methods, (E.g. saying that quality is build into the KM System Life Cycle and not the other)
So, what in our opinion are the differences?
KM system life cycle deals with capturing the knowledge available to the organisation. Inside and outside sources. KM system deals with the knowledge capture from experts. Conventional IS systems deals with the information needed by the user. Focuses on user needs for information and fulfil those needs.
KM System Life Cycle
Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Sharing Knowledge Transfer Knowledge Innovation Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Sharing Knowledge Transfer innovation
Ottar
Knowledge capture
Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Transfer innovation Knowledge Sharing “knowledge capture is to capture experts thoughts and experiences”
Espen
Define Expert?
The book deals with the idea of capturing experts thoughts and experiences. It does not go into other areas from where a company can find information. It deals with how to interview the experts, how to behave in interviews, wether one should use tape or not, pros and cons about using tape recordings, what style is the expert? Is he the “procedure type”? Is he company storyteller? The godfather type? The salesperson type? Why is MY solution the best!!
It goes into things to AVOID!! Like not agressively debate the expert, avoid loosing control, avoid pretending to understand something, avoid to use terms to show off… and others…
Other sources of information
Knowledge capture (creation) Eg. The loan expert: the guy who uses the right information from the customer, database, rules to decide whether a customer will get the loan or not.
Databases (In the company, allready there in some way, ERP systems, other databases, financial information. Eg. Decitions about a loan.
Capture Tools (programs, books, articles, experts)
Intelligence gathering(the ability to apply the knowledge to make good decisions) Gather the ability to use the knowledge to make good decisions.
Knowledge codification
Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Transfer innovation Knowledge Sharing “codify and organize knowledge in a form for others to use when needed”
“getting the right knowledge to the right people at the right time”
Espen
Knowledge codification:
Eg. The Knowledge developer has now captured the knowledge and the intelligence from the experts.
The NEW loan guy…would need this information when he is trying to do his job in the same excellent manner as the expert. BUT…he needs it in a form which he can understand!!!
What form of codification should one use?
Knowledge maps?
Decision tables… IF THEN sentences
Decision threes.. A hieracical presentation of the knowledge
A Frame… A cookbook of knowledge… the indegreience and the procedure details. Like a drop down model of insurance of automobiles.. Manufacturer, make, year, milage…etc.
It also talks about the skills of the knowledge developer needed for codification… HEAVY skilled MAN. Should have Intelligence, Creative, Tolerance, realism, cognitive ability, persistence, logical, good sense of humour and optimist!!! Who should not like to have a man like this in his company. Too much detalil… Yes, but the realism…
SO!!! Codification is the process of structuring the knowledge captured so the new loan guy can understand it.
Knowledge testing and deployment
Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Transfer innovation Knowledge Sharing “to ensure the system say what it means and means what it says”
Espen
The book emphasises the need for reliability and quality.
We will not og into this. There is a lot of litterature in this field and it is nothing really new under the sun. Of course it is necessary to ensure that the information and its use is correct. Otherwise it is useless, nobody will use a system which cannot be trusted.
Anne Lene and Olegs presentation about Quality.
Knowledge transfer
Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Transfer innovation Knowledge Sharing “conveying the knowledge of one source to another source”
“transmission plus absorption”
Espen
In this box the a individual gains tacit knowledge from various sources.
Knowledge transfer is not merely making knowledge available. It is the transmission plus the absorption.
In the case of the NEW loan guy this is where he sucks out information provided by the company knowledge system. As the knowledge base, the databases, the internet etc. He gains tacit knowledge
Knowledge sharing
innovation Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Transfer Knowledge Sharing “is the exchange of knowledge between individuals, between teams, within teams, between individuals and knowledge bases etc.”
Trough knowledge sharing we can get knowledge innovation
Espen
Knowledge sharing is the arena where different sources of knowledge get together to share their knowledge.
In the case of the NEW loan guy he will get knowledge from the expert, they will discuss the issue, maybe they will have two different views and have each their “thesis” – thesis and antithesis. They discuss and and from this develop a new synthesis which will bring the organization forward with new knowledge.
Eg. KPMG have a KM system in place and they have a “give to get” scheme. You cannot take any knowledge without putting something into the knowledge base or into the relationship that provided them the knowledge.
Knowledge innovation
Knowledge Capture Knowledge Codification Testing and Deployment Knowledge Transfer innovation Knowledge Sharing ?
Ottar
From this do we get INNOVATION?
What we want you to take home from this presentation…
The difference between Conventional and KM System Life Cycles
What is gained with using Knowledge Management
Ottar
Espen: Questions to the class. What do you understand by knowledge management.
Ottar: Is it a step forward compared to conventional IS systems?
Ottar: Is KM same shit in new wrapping?
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