Lecture 3 - KNOWLEDGE CREATION AND KNOWLEDGE MANAGEMENT ARCHITECTURE

Chapter 3: Knowledge Creation and Knowledge Architecture

ADP1 Develop Knowledge Management Solutions


 Challenges in building KM Systems
 Compare KMSLC and CSLC
 Knowledge Management System Life
Cycle (8 Stages)

3-2


 Knowledge Creation and Sharing
 Knowledge Infrastructure
 Knowledge Management
Architecture
 Build versus Buy Decision

3-3


 Dynamic activity that
can enhance
organization success and
economic well-being
 Driver of innovation
 Involves knowledge
acquisition, selection, g
eneration and sharing
 Maturation - translates
experience into
knowledge
3-4


Initial
knowledge

Outcome is
realized
Team performs
a job Outcome compared
to action

New knowledge
reusable by same
team on next job
New experience/
Knowledge knowledge gained
captured and
codified in a form
usable by others

3-5


Compensation Personality
Organizational
Recognition culture
Ability utilization
Lack of
Creativity Vocational Knowledge
Good work environment reinforcers sharing
Autonomy
Job security Attitude
Moral values Company
strategies and
Advancement policies
Variety Work Norms
Achievement
Independence
Social status
3-6


TACIT TO TACIT TACIT TO EXPLICIT
(SOCIALIZATION) (EXTERNALIZATION)

e.g., Individual and/or Team e.g., Documenting a Team
Discussions Meeting

EXPLICIT TO TACIT EXPLICIT TO EXPLICIT
(INTERNALIZATION) (COMBINATION)

e.g., Learn from a report e.g., Create a Website from
and Deduce new ideas some form of explicit
knowledge; Email a Report
3-7


 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
3-8


 Content core: Identify
knowledge centres People
Content

 People core: Evaluate Technology
employee profiles
 Technical core: The totality of
technology (S/W and H/W)
required to operate the
knowledge environment
3-9


Job skills, Competition data,
Training Sales volume,
Leader sales data

HUMAN
RESOURCES
SALES

CUSTOMER
SERVICES
MARKETING
Strategies
Tools Complaint rate,
R&D Satisfaction survey
Advertising

3-10


Evaluate Existing
Infrastructure

Form the KM Team

Knowledge Capture

Iterative Rapid Design KM Blueprint ← Architecture
KM
Prototyping
Verify and validate the KM
System

Implement the KM System

Manage Change and
Rewards Structure

Post-system evaluation
3-11

.....

Layer User1 User2 … Usern

1 User Interface
(Web browser software installed on each user’s PC)

Authorized access control
2 (e.g., security, passwords, firewalls, authentication)

Collaborative intelligence and filtering
3 (intelligent agents, network mining, customization, personalization)

Knowledge-enabling applications
4 (customized applications, skills directories, videoconferencing, decision support systems,
group decision support systems tools)

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

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

The Physical Layer
(repositories, cables)
7

Databases Legacy applications Groupware Data warehousing
(e.g., payroll) (document exchange, (data cleansing,
collaboration) data mining)
3-12


 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 of the company
3-13


 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

3-14


 User interface should be
consistent, relevant, visual
ly clear, easy to
navigate, and easy to use

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

3-15


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

 Access points can be
intranet, Internet, and
extranet
3-16


Internet Extranet
Intranet
Public Clients
Company Suppliers
Vendors
Partners
Customers
•Human resource
•News/events
information
• Product information
•Marketing
•Production
•E-commerce information •Sales information

•Careers •Sales •Collaboration/cooperation
information
•Strategic plans
3-17


 Personalized views
based on roles and
stored knowledge

 Intelligent agents to
reduce search time
for needed
information

3-18


 Referred to as value-added layer

 Provides knowledge bases, discussion
databases, automation tools, etc.

 Ultimate goal: demonstrate by
knowledge sharing how employees’
performances are improved
3-19


 Most technical layer to
implement
 Includes
LANs, WANs, intranets, extr
anets, and the Internet
 Ensures that the company
will become a network of
relationships
 Considers
multimedia, URLs, graphics,
connectivity speeds, and
3-20


 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
3-21


 Bottom layer in the KM
architecture
 Represents the
physical layer where
repositories are
installed
 Includes data
warehouses, legacy
applications, operation
al databases, and
special applications for
security and traffic 3-22


 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
3-23


3-24


 Assume you are the
person responsible for
making decision on a KM
project
 How would you decide
to build or buy?
 Based on the key
elements compared, and
 The current state of your
organization
preparedness (thinking in
terms of maturity in layers 3-25


 Culture
— getting people to share
knowledge
 Knowledge evaluation
— assessing the worth of knowledge
across the firm
 Knowledge processing
— documenting how decisions are
reached
 Knowledge implementation
— organizing knowledge and
integrating it with the processing
strategy for final deployment 3-26


Conventional KM System
versus
System Life Cycle Life Cycle
Recognition of Need and Evaluate Existing
Feasibility Study Infrastructure

Functional Requirements Form the KM Team
Specifications
Knowledge Capture
Logical Design (master Iterative
design plan)
Design KMS Blueprint
Physical Design (coding)
Verify and validate the KM
System
Testing
Iterative
Implement the KM System
Implementation (file
conversion, user training)
Manage Change and
Rewards Structure
Operations and Maintenance

Post-system evaluation
2-27


Attribute User Expert
Dependence on system High Low to nil

Cooperation Usually cooperative Cooperation not
required

Tolerance for ambiguity Low High

Knowledge of problem High Average/low

Contribution to system Information Knowledge/expertise

System user Yes No

Availability for system
builder Readily available Not readily available

3-28


 Evaluate existing infrastructure
 Form the KM team
 Knowledge capture
 Design KM blueprint (master plan)
 Test the KM system
 Implement the KM system
 Manage change and reward structure
 Post-system evaluation

3-29


Option Cost Time Factor Customization
In-house Usually high Much shorter than High, depending
development development by on quality of
user staff

Development Usually low Depends on skills High to the user
by end users set, system priority, specifications
and so forth

Outsourcing Medium to high Shorter than High
in-house

Off-the-shelf Low to medium Nil Usually up to
Solution 80% usable
3-30


Initial
knowledge

Outcome
is realized

Team performs
a job Outcome
compared
to action
New knowledge
reusable by same
team on next job
New
Knowledge experience/
captured and knowledge
codified in a gained
form usable by
others
3-31

Lecture 3 - KNOWLEDGE CREATION AND KNOWLEDGE MANAGEMENT ARCHITECTURE

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Lecture 3 - KNOWLEDGE CREATION AND KNOWLEDGE MANAGEMENT ARCHITECTURE