CISB454: Introduction to Knowledge Management - MetaLab

B. Information Technology (IS)

CISB454: Introduction to
Knowledge Management

Knowledge Management
Systems Life Cycle

Learning Objectives


At

the

end

of

this

lesson,

you

should

be

able

to
:


discuss

the

challenges

in

building

KM

Systems


compare

CSLC

and

KMSLC



elaborate

on

the

stages

of

KMSLC


2
-
2

Knowledge Management
Systems Life Cycle

Challenges in Building KM
Systems

Challenges in Building KM Systems


Culture



getting

people

to

share

knowledge


Knowledge

evalua
-
tion



assessing

the

worth

of

knowledge

across

the

firm

2
-
4

Challenges in Building KM Systems


Knowledge

process
-
ing



documenting

how

de
-
cisions

are

reached


Knowledge

imple
-
mentation



organizing

knowledge

and

integrating

it

with

the

processing

stra
-
tegy

for

final

deploy
-
ment

2
-
5

Knowledge Management
Systems Life Cycle

CSLC vs. KMSLC

2
-
7

Conventional System Life
Cycle

Recognition of Need and
Feasibility Study

Logical Design

(Master Design Plan)

Physical Design (coding)

Testing

Implementation

(File Conversion, User Training)

Operations and Maintenance

Software Requirements
Specifications

Iterative

KM System Life
Cycle

Evaluate Existing Infrastructure

Knowledge Capture

Design KMS Blueprint

Verify and Validate the KM
System

Implement the KM System

Manage Change and Rewards
Structure

Form KM Team

Post
-
system evaluation

versus

Iterative

Key Differences

Conventional Systems

KM Systems

Systems

analysts

deal

with

information

from

the

user

Knowledge

developers

deal

with

knowledge

from

domain

experts

Users

know

the

problem

but

not

the

solution

Domain

experts

know

both

the

problem

and

the

solution

System

development

is

pri
-
marily

sequential

System

development

is

inc
-
remental

and

interactive

System

testing

normally

at

end

of

system

life

cycle

KM

system

testing

evolves

from

beginning

of

the

cycle

8

Key Differences


Conventional

system

life

cycle

is

process
-
driven



specify

then

build


KM

system

life

cycle

is

result
-
oriented



start

slow

and

grow

2
-
9

Key Similarities


Both

begin

with

a

problem

and

end

with

a

solution

z
Both

begin

with

infor
-
mation

gathering

or

knowledge

capture

2
-
10

Key Similarities


Testing

is

essentially

the

same

to

make

sure

the

system

is

right

and

it

is

the

right

system


Both

developers

must

choose

the

appro
-
priate

tool(s)

for

de
-
signing

their

respec
-
tive

systems

2
-
11

Knowledge Management
Systems Life Cycle

Stages of KMSLC

Stages of KMSLC

2
-
13

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

Post
-
system evaluation

Iterative Rapid
Prototyping

(1) Evaluate Existing Infrastructure

Systems Justifications


What

knowledge

will

be

lost

through



retirement

{
transfer

{
departure

to

other

firms?


Is

the

proposed

KM

system

needed

in

several

locations?

2
-
14

(1) Evaluate Existing Infrastructure

Systems Justifications


Are

experts



available



willing

to

help

in

building

a

KM

sys
-
tem?


Does

the

problem

in

question

require



long

years

of

expe
-
rience


{
tacit

reasoning

to

solve?

2
-
15

(1) Evaluate Existing Infrastructure
The Scope Factor


Consider

breadth

and

depth

of

the

project

within

financial,

hu
-
man

resource,

&

ope
-
rational

constraints


Project

must

be

com
-
pleted

quickly

enough

for

users

to

foresee

its

benefits

2
-
16

(1) Evaluate Existing Infrastructure
The Scope Factor


Check

to

see

how

the

current

technology

will

match

technical

requirements

of

the

proposed

KM

system

2
-
17

(1) Evaluate Existing Infrastructure
Role of Strategic Planning


Risky

to

plunge

into

a

KMS

without

strategy



Knowledge

developer

should

consider


Vision

—

Foresee

what

the

business

is

trying

to

achieve,

how

it

will

be

done,

and

how

the

new

system

will

achieve

goals

{
Resources

—

Check

on

the

affordability

of

the

business

to

invest

in

a

new

KM

system

{
Culture

—

Is

the

company’s

political

and

social

environment

amenable

to

adopting

a

new

KM

system?

2
-
18

(2) Form the KM Team


Identify

the

key

stake
-
holders

of

the

prospec
-
tive

KM

system

z
Team

success

depends

on
:


Ability

of

team

members



Team

size


Complexity

of

the

project

{
Leadership

and

team

mo
-
tivation

{
Not

promising

more

than

can

be

realistically

deli
-
vered

2
-
19

(3) Knowledge Capture


Explicit

knowledge

captured

in

reposito
-
ries

from

various

media

z
Tacit

knowledge

cap
-
tured

from

company

experts

using

various

tools

and

methodo
-
logies

2
-
20

(3) Knowledge Capture


Knowledge

develo
-
pers

capture

know
-
ledge

from

experts

in

order

to

build

the

knowledge

base

2
-
21

(3) Knowledge Capture

Selecting an Expert


How

does

one

know

the

expert

is

in

fact

an

expert?

z
How

would

one

know

that

the

expert

will

stay

with

the

project?

2
-
22

(3) Knowledge Capture

Selecting an Expert


What

backup

should

be

available

in

case

the

project

loses

the

expert?

z
How

could

we

know

what

is

and

what

is

not

within

the

expert’s

area

of

expertise?

2
-
23

(3) Knowledge Capture

Role of the Knowledge Developer


The

architect

of

the

system

z
Job

requires



excellent

communica
-
tion

skills


knowledge

of

capture

tools


conceptual

thinking

{
a

personality

that

mo
-
tivates

people

2
-
24

(3) Knowledge Capture

Role of the Knowledge Developer


Close

contacts

with

the

champion

z
Rapport

with

top

management

for

on
-
going

support

2
-
25

(3) Knowledge Capture

Role of the Knowledge Developer

26

Knowledge

Developer

Knowledge

Worker

Knowledge

Base

Champion

Knower

Interactive Interface

Solutions

User Acceptance

(4) Design the KM Blueprint


The

KM

blueprint

addresses

several

issues


Finalize

scope

of

proposed

KM

system

with

realized

net

benefits


{
Decide

on

required

system

components

2
-
27

(4) Design the KM Blueprint


The

KM

blueprint

add
-
resses

several

issues


Develop

the

key

layers

of

the

KM

software

architecture

to

meet

company

requirements

{
System

interoperability

and

scalability

with

existing

company

IT

infrastructure

2
-
28

(5) Testing the KM System


Verification

procedure


Ensures

the

system

has

the

right

func
-
tions


Validation

procedure


Ensures

the

system

has

the

right

output


Validation

of

KM

sys
-
tems

is

not

foolproof

2
-
29

(6) Implement the KM System


Converting

a

new

KM

system

into

actual

operation

z
This

phase

includes

conversion

of

data

or

files


This

phase

also

includes

user

training

2
-
30

(6) Implement the KM System


Quality

assurance

is

important,

which

includes

checking

for


Reasoning

errors

{
Ambiguity


Incompleteness


False

representation

(false

positive

and

false

negative)

2
-
31

(7)

Manage Change and Rewards
Structure


Goal

is

to

minimize

resistance

to

change


Experts

{
Regular

employees

(users)


Troublemakers


Resistances

via

pro
-
jection,

avoidance,

or

aggression

2
-
32

(8) Post
-
system Evaluation


Assess

the

system’s

impact

in

terms

of

effects

on


People

{
Procedures


Performance

of

the

business

2
-
33

(8) Post
-
system Evaluation


Areas

of

concern


Quality

of

decision

making


Attitude

of

end

users

{
Costs

of

Knowledge

processing

and

up
-
date

2
-
34

Key Questions


Has

accuracy

and

timeliness

of

decision

making

improved?

z
Has

the

KMS

caused

organizational

changes?


What

are

users’

reactions

towards

KMS?


Has

the

KMS

changed

the

cost

of

operating

the

business?


Have

relationships

among

users

affected?


Does

KMS

justify

the

cost

of

investment?

2
-
35

THE END

Copyright © 2012 Mohd. Sharifuddin Ahmad, PhD

College of Information Technology