CHAPTER FIVE: KNOWLEDGE MANAGEMENT (KM)

5.1. INTRODUCTION TO KNOWLEDGE MANAGEMENT

Knowledge management (KM) is a multidisciplinary approach to identifying, capturing,

organizing, and utilizing an organization's intellectual assets to enhance its overall
performance. These intellectual assets include both explicit knowledge (codified, documented
information) and tacit knowledge (personal insights, experiences, and expertise of
individuals).

Here's a brief introduction to the key aspects of knowledge management:

1. Definition: Knowledge management involves the processes, strategies, and

technologies used to acquire, create, share, and apply knowledge within an
organization. It aims to improve efficiency, foster innovation, and enhance decision-
making by leveraging the collective knowledge of the organization.
2. Types of Knowledge:
o Explicit Knowledge: Tangible and codified information, such as documents,
manuals, databases, and procedures.
o Tacit Knowledge: Implicit, personal knowledge that is often gained through
experience, intuition, and skills. It is challenging to articulate and document.
3. Knowledge Management Processes:
o Capture and Creation: Gathering and developing new knowledge through
various means such as documentation, collaboration, and innovation.
o Organization and Classification: Structuring and categorizing knowledge to
make it easily accessible.
o Storage and Retrieval: Storing knowledge in repositories and databases, and
efficiently retrieving it when needed.
o Sharing and Distribution: Facilitating the flow of knowledge across the
organization through communication, collaboration, and networking.
o Application and Utilization: Using knowledge to solve problems, make
decisions, and innovate.
4. Key Components:
o People: Employees play a crucial role in the knowledge management process.
Their collaboration, expertise, and willingness to share contribute to the
success of KM initiatives.
o Processes: Well-defined processes ensure that knowledge is captured,
organized, and utilized effectively.
o Technology: KM is often supported by technology tools such as knowledge
repositories, collaboration platforms, and search engines to facilitate
information sharing and retrieval.
5. Benefits of Knowledge Management:
o Improved Decision-Making: Access to relevant and timely information
enables better decision-making.
o Innovation: Leveraging collective knowledge fosters creativity and
innovation.
o Efficiency: Streamlining processes and avoiding duplication of efforts lead to
increased efficiency.
 oCompetitive Advantage: Organizations that effectively manage their
knowledge gain a competitive edge in the marketplace.
6. Challenges:
o Cultural Resistance: Employees may resist sharing knowledge due to
concerns about job security or competition.
o Technology Issues: Implementing and maintaining effective knowledge
management systems can be challenging.
o Dynamic Nature of Knowledge: Knowledge is constantly evolving, and
keeping information up-to-date can be a persistent challenge.

Successful knowledge management requires a holistic approach that considers people,

processes, and technology. It is an ongoing effort that aligns with an organization's strategic
goals and adapts to its changing needs and environment.

5.2 MAJOR THEORETICAL KM MODELS

Knowledge Management (KM) involves the identification, creation, representation,

distribution, and utilization of an organization's knowledge. Various theoretical models have
been developed to understand and implement Knowledge Management effectively. Here are
some major theoretical KM models:

1. Nonaka and Takeuchi's SECI Model:

o Developed by Ikujiro Nonaka and Hirotaka Takeuchi, this model defines
knowledge conversion processes: Socialization, Externalization, Combination,
and Internalization (SECI). It emphasizes the importance of social interactions
and the conversion of tacit and explicit knowledge.
2. Wiig's KM Cycle:
o Karl M. Wiig proposed a knowledge management cycle that includes
knowledge identification, creation, capture, storage, distribution, application,
and maintenance. It highlights the iterative nature of KM processes.
3. Stankosky's Integrated Knowledge Development Model:
o This model, by Mark Stankosky, integrates the various stages of knowledge
development, including data, information, knowledge, and wisdom. It
emphasizes the dynamic nature of knowledge and the need for continuous
learning and improvement.
4. The SECI Model of Knowledge Creation by Nonaka and Toyama:
o This model extends Nonaka and Takeuchi's SECI model by adding a fifth
knowledge conversion process called "Inter-Organizational Knowledge
Creation." It explores how organizations can create knowledge by
collaborating with external entities.
5. Zack's KM Cycle:
o Thomas Zack's model focuses on knowledge creation, transfer, and
application. It includes four processes: creating knowledge, organizing
knowledge, distributing knowledge, and using knowledge.
6. Weick and Roberts' Model of Organizational Sensemaking:
o Karl Weick and Karlene Roberts proposed a sensemaking model that
emphasizes the importance of interpretation and social construction of
knowledge within organizations. It highlights the role of collective
sensemaking in shaping organizational behavior.
7. Rowley and Hartley's KM Life Cycle:
 o This model identifies stages in the KM process, including knowledge creation,
knowledge accumulation, knowledge storage, knowledge retrieval, knowledge
distribution, and knowledge use. It provides a systematic approach to
managing knowledge throughout its lifecycle.
8. McElroy's KM Typology:
o Daryl McElroy's model categorizes KM into four types: Codification,
Personalization, Externalization, and Internalization. It helps organizations
understand their knowledge management strategies based on these types.
9. Alavi and Leidner's KM Framework:
o Alavi and Leidner proposed a framework that includes knowledge acquisition,
knowledge storage, knowledge dissemination, and knowledge utilization. It
emphasizes the role of technology in facilitating these processes.
10. Probst's Three-Phase Model:
o This model, proposed by Erich Probst, divides the KM process into three
phases: knowledge development, knowledge transfer, and knowledge
application. It provides a structured approach to managing knowledge within
organizations.

These models offer different perspectives on managing knowledge within organizations, and
their applicability may vary depending on the context and organizational needs.
Organizations often integrate elements from multiple models to create a customized approach
to Knowledge Management.

5.3 KM sharing
Knowledge management (KM) is the process of capturing, organizing, and applying an
organization's collective knowledge to achieve its goals. Sharing knowledge effectively is a
crucial aspect of KM, as it enables collaboration, innovation, and overall improvement in
organizational performance. Here are some key principles and strategies for effective
knowledge sharing:

1. Create a Knowledge Sharing Culture:

o Foster a culture that values and encourages knowledge sharing.
o Recognize and reward individuals or teams for sharing valuable insights and
information.
2. Use Technology Tools:
o Implement knowledge-sharing platforms, intranets, and collaboration tools to
facilitate easy sharing and retrieval of information.
o Leverage document management systems to organize and store knowledge in
a structured manner.
3. Clear Communication Channels:
o Establish clear and open communication channels for sharing information.
o Encourage regular team meetings, brainstorming sessions, and discussions to
facilitate the exchange of ideas.
4. Training and Skill Development:
o Provide training on effective knowledge sharing practices.
o Develop the skills necessary for employees to articulate their knowledge and
share it in a way that others can understand and apply.
 5. Document Best Practices:
o Encourage the documentation of best practices, lessons learned, and success
stories.
o Make this information easily accessible to all team members.
6. Communities of Practice:
o Create communities of practice where individuals with similar roles or
interests can share experiences and expertise.
o Facilitate regular interactions within these communities.
7. Mentoring and Coaching:
o Implement mentoring programs to facilitate the transfer of knowledge from
experienced employees to newer members.
o Encourage a culture of coaching and mentoring for continuous learning.
8. Feedback Mechanisms:
o Establish feedback mechanisms to gather insights on the usefulness of shared
knowledge.
o Use feedback to improve the quality and relevance of the information being
shared.
9. Incentives for Knowledge Sharing:
o Consider offering incentives such as recognition, promotions, or bonuses for
individuals or teams that contribute significantly to knowledge sharing.
10. Integration with Work Processes:
o Integrate knowledge sharing into existing work processes to make it a
seamless part of daily activities.
o Avoid creating additional steps that may discourage participation.
11. Security and Privacy Considerations:
o Implement measures to ensure the security and privacy of sensitive
information.
o Clearly communicate guidelines on what information can be shared and with
whom.
12. Continuous Improvement:
o Regularly evaluate and improve knowledge-sharing processes based on
feedback and changing organizational needs.
o Stay updated on emerging technologies and trends in knowledge management.

By integrating these principles and strategies into the organizational culture, businesses can
create an environment where knowledge sharing becomes a natural and valuable part of daily
operations, leading to improved collaboration and innovation.

5.4 Technologies to support KM

Numerous technologies play a crucial role in supporting Knowledge Management (KM)
initiatives within organizations. These technologies help in capturing, storing, organizing,
retrieving, and disseminating knowledge. Here are some key technologies that support KM:

1. Document Management Systems (DMS):

o DMS platforms facilitate the storage, retrieval, and management of
documents. They help in organizing and categorizing information, making it
easier for users to find and share documents.
2. Content Management Systems (CMS):
 o CMS platforms enable the creation, modification, and management of digital
content. They are valuable for maintaining and updating organizational
knowledge repositories, including articles, manuals, and other content.
3. Intranet Portals:
o Intranet portals provide a centralized platform for employees to access and
share information within the organization. They often include features such as
document sharing, collaboration tools, and discussion forums.
4. Collaboration Tools:
o Tools like Microsoft Teams, Slack, and other collaboration platforms facilitate
real-time communication and collaboration among team members. These tools
enhance knowledge sharing and collaboration, particularly in remote or
distributed work environments.
5. Enterprise Search Engines:
o Powerful search engines help users quickly locate relevant information within
an organization's knowledge repositories. Enterprise search solutions can
index various data sources, making it easier for users to find the information
they need.
6. Knowledge Repositories and Wikis:
o Platforms like Confluence, SharePoint, and other wiki-based systems allow
organizations to create centralized repositories for knowledge sharing. Users
can collaboratively create, edit, and update content, fostering a culture of
continuous learning.
7. Learning Management Systems (LMS):
o LMS platforms are used for training and development initiatives. They can
store and deliver educational content, track employee progress, and support
the sharing of best practices and expertise.
8. Customer Relationship Management (CRM) Systems:
o CRM systems help organizations manage interactions with customers and
store valuable customer-related information. This data can be a valuable
source of knowledge about customer preferences, behaviors, and feedback.
9. Big Data Analytics:
o Big data analytics tools enable organizations to analyze large datasets to
derive valuable insights. This can be particularly useful for identifying
patterns, trends, and opportunities within the organization's data, leading to
better decision-making.
10. Knowledge Discovery Tools:
o These tools help in identifying and extracting valuable insights and knowledge
from large datasets. They often use techniques such as data mining and
machine learning to uncover hidden patterns and relationships.
11. Artificial Intelligence (AI) and Machine Learning (ML):
o AI and ML technologies can automate knowledge extraction, categorization,
and recommendation processes. Chatbots and virtual assistants powered by AI
can also assist in answering queries and providing relevant information.
12. Collaborative Filtering and Recommender Systems:
o These systems analyze user behavior and preferences to recommend relevant
content or resources. They enhance knowledge discovery and help users find
information that aligns with their interests.
13. Social Media Platforms:
 o Internal social platforms within organizations can promote knowledge sharing
and collaboration. Features such as discussion forums, groups, and user
profiles facilitate informal knowledge exchange.
14. Blockchain Technology:
o Blockchain can be employed to ensure the integrity and security of critical
knowledge assets. It provides a transparent and decentralized ledger, reducing
the risk of data tampering and enhancing trust in shared information.

Organizations often integrate a combination of these technologies to create a comprehensive

Knowledge Management ecosystem tailored to their specific needs and objectives. The
successful implementation of KM technologies requires careful planning, user training, and
ongoing maintenance to ensure the effectiveness of the knowledge-sharing infrastructure.

5.5 KM application in organizations

Knowledge Management (KM) applications in organizations are diverse and multifaceted,
aimed at enhancing the creation, sharing, and utilization of knowledge across the entire
enterprise. Here are some common ways in which KM is applied in organizations:

1. Knowledge Repositories:
o Organizations create centralized repositories or databases to store explicit
knowledge such as documents, manuals, best practices, and lessons learned.
These repositories make it easy for employees to access and share information.
2. Collaborative Platforms:
o Collaboration tools and platforms enable employees to work together in real-
time, fostering knowledge sharing and collaboration. Features like document
sharing, discussion forums, and project collaboration contribute to a culture of
collective learning.
3. Intranet and Portals:
o Intranet portals serve as a centralized hub for information within an
organization. They often include features such as news feeds, announcements,
and links to relevant knowledge resources, providing a one-stop-shop for
employees to access information.
4. Communities of Practice (CoPs):
o CoPs bring together individuals with similar professional interests or expertise
to share knowledge and experiences. These communities provide a platform
for members to collaborate, ask questions, and learn from each other.
5. Expert Directories:
o Organizations maintain directories or databases of experts within the
company. These directories help employees identify and connect with subject
matter experts who can provide guidance and support.
6. Training and Learning Management:
o KM is often integrated into training and development programs. Learning
Management Systems (LMS) facilitate the creation and delivery of training
content, ensuring that employees have access to relevant knowledge for skill
development.
7. Knowledge Mapping:
 o Knowledge mapping involves visualizing the flow of knowledge within an
organization. This helps identify key knowledge holders, gaps, and areas
where knowledge sharing can be improved.
8. Lesson Learned Repositories:
o Organizations capture and document lessons learned from projects and
experiences. This knowledge is then made available to employees to prevent
the repetition of mistakes and to leverage successful strategies.
9. Decision Support Systems:
o KM is applied to decision-making processes through the use of decision
support systems. These systems provide relevant information and insights to
help decision-makers make informed choices.
10. Collaborative Filtering and Recommender Systems:
o Recommender systems suggest relevant content or resources based on user
preferences and behavior. This technology promotes the discovery of valuable
knowledge and helps users find information aligned with their interests.
11. Social Media Platforms for Internal Collaboration:
o Internal social media platforms create a virtual space for employees to share
updates, ideas, and knowledge. This informal communication fosters a sense
of community and enhances knowledge flow.
12. Performance Support Systems:
o These systems provide on-the-job support by delivering relevant information
and guidance when employees need it. They contribute to continuous learning
and skill development.
13. Knowledge Audits:
o Organizations conduct knowledge audits to assess the current state of
knowledge assets, identify areas of improvement, and develop strategies for
enhancing knowledge management practices.
14. Metrics and Analytics:
o Metrics and analytics tools are used to measure the effectiveness of KM
initiatives. This includes tracking usage patterns, knowledge contributions,
and the impact of knowledge-sharing activities on organizational performance.
15. Workflow and Process Integration:
o KM processes are integrated into existing workflows and business processes.
This ensures that knowledge-sharing activities align with day-to-day
operations, making it easier for employees to incorporate KM practices into
their routines.

Effective KM application requires a holistic approach, incorporating people, processes, and

technology. It involves creating a supportive organizational culture that values knowledge
sharing, providing the right technology infrastructure, and implementing processes that
encourage continuous learning and improvement.