SEN-455Knowledge Based Management System

SEN-455

Knowledge Based

Management System

Knowledge Creation and

• Knowledge Creation and Sharing • Knowledge Infrastructure

• Knowledge Management Architecture • Build versus Buy Decision

Knowledge Creation

• Dynamic activity that can

enhance organization success and economic well-being

• Driver of innovation

• Involves knowledge

acquisition, selection, generation and sharing

• Maturation - translates

Weaknesses to Knowledge Sharing

Good work environment Autonomy Job security Moral values Advancement Variety Achievement Independence Social status Knowledge Sharing

Explicit Explicit Combination Externalization _Explicit Socialization Tacit Internalization Tacit Explicit Nonaka et al, 2000

Explicit

Explicit Combination

SECI Model of Knowledge Evolution

Externalization Tacit Explicit Socialization Tacit Tacit Internalization Tacit Explicit Externalization

What: Converting tacit knowledge into explicit knowledge; …the process of codification

•Codified knowledge has benefits in terms of: •efficiency

Explicit Explicit Combination Externalization _Explicit Socialization Tacit Internalization Tacit Explicit Combination

What: Converting explicit knowledge from one form to another.

Explicit

Explicit Combination

SECI Model of Knowledge Evolution

Externalization Tacit Explicit Socialization Tacit Tacit Internalization Tacit Explicit Internalization

What: Individual cognitive processing of codified knowledge to generate/create context-specific, tacit knowledge.

Example: Interpreting a manual of a procedure and generalizing the concepts to a totally different application.

Explicit Explicit Combination Externalization _Explicit Socialization Tacit Internalization Tacit Explicit Socialization

What: Interacting with others in an informal sharing of ideas, expertise Example: communities of practice, blogs

Key to Knowledge Creation

• The model focuses on tacit knowledge and use of

technology to generate or transmit such knowledge to others

• The key to knowledge creation lies in the way knowledge is being

mobilized and converted through technology

Knowledge Infrastructure

• Content core: Identify

knowledge centres

• People core: Evaluate

employee profiles

• Technical core: The

totality of technology (S/W and H/W) required to

operate the knowledge environment

People

Content Technolo

Human Resources Sales Marketing Customer Service Competition Data, Sales Volume, Leader Sales Information Complaint Rate, Satisfaction Information Job Openings, Benefits Strategies, Tools, R &D, Advertising

Stages of KMSLC

Evaluate Existing Infrastructure

Knowledge Capture

Design KM Blueprint

Verify and validate the KM System

Implement the KM System Manage Change and

Rewards Structure Form the KM Team

Iterative Rapid

Prototyping

←

KM

(e.g., security, passwords, firewalls, authentication)

Collaborative intelligence and filtering

(intelligent agents, network mining, customization, personalization)

Knowledge-enabling applications

(customized applications, skills directories, videoconferencing, decision support systems,

group decision support systems tools)

Transport

(e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)

Middleware

(specialized software for network management, security, etc.)

The Physical Layer

(repositories, cables)

Databases Data warehousing (data cleansing, data mining) Groupware (document exchange, Legacy applications (e.g., payroll) 2 3 4 5 6 7

KM Architecture

• Visualize the building blocks of a KM system in the form of layers

• User Interface being the least technical, and data repository the most technical

• These layers represent internal technologies

• Interface between users and the KM system

• Usually as a web browser

• The goal is to remove barriers to information and tacit

(made explicit) knowledge

represented in the data repositories

The User Interface (Layer 1)

• User interface should be

consistent, relevant, visually clear, easy to navigate, and easy to use

• Usability testing by the actual users is the final test of acceptability

• Maintains security and ensures authorized access to the knowledge stored in company’s repositories

• Access points can be intranet, Internet, and extranet

Authorized Access Control (Layer 2)

• Personalized views based on stored know-ledge

• Groupware to facilitate both

synchronous and asynchronous interaction & discussion

• Intelligent agents re-duce search

time for needed information

Collaborative Intelligence and Filtering

(Layer 3)

• Provides knowledge bases,

discussion databases, automation tools, etc.

• Ultimate goal: demonstrate by

knowledge sharing how employees’ performances are improved

Transport Layer (Layer 5)

• Most technical layer to implement

• Includes LANs, WANs, intranets,

extranets, and the Internet

• Ensures that the company will

become a network of relationships

• Considers multimedia, URLs,

graphics, connectivity speeds, and bandwidths

• Focus on interfacing with

legacy systems and programs residing on other platforms

• _{Designer should address}

databases and applications with which KM system

interfaces

• Makes it possible to connect

between old and new data formats

Physical Repositories (Layer 7)

• Bottom layer in the KM

architecture

• Represents the physical layer

where repositories are installed

• Includes data warehouses,

legacy applications, operational databases, and special

applications for security and traffic management

• Trend is toward ready-to-use, generalized software packages

• Outsourcing is also a trend,

releasing technological design to outsiders

• Regardless of choice, it is

important to set criteria for the selection

• Question of who owns the KM

system should be seriously considered

Build vs. Buying

Option Cost Time Factor Customization

In-house development

Usually high Much shorter than development by user High, depending on quality of staff Development by end users

Usually low Depends on skills set, system priority, and so forth

High to the user specifications

Outsourcing Medium to high Shorter than in-house

High

Off-the-shelf to solution

Low to medium Nil Usually up to 80%