Knowledge Management

yawnknotManagement

Nov 6, 2013 (4 years and 3 days ago)

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Knowledge
Management

By: Jenny Enderby

and Chris Papin

What is Knowledge Management?


According to
www.brint.com


KM is “caters to the critical issues of organization
adaptation, survival and competence in face of
increasing discontinuous environmental change…
Essentially, it embodies organizational processes that
seen synergistic combination of data and
information processing capacity of information
technologies, and the creative innovative capacity of
human beings.”

Simplified


Knowledge



Refers to a set of
information with which
we have experience


Usually gained through
work, school or other life
experiences



Management



Refers to the ability of an
individual or group to
lead and organize others
in business to produce a
desired outcome


The Knowledge Process

The Knowledge Production



Information Acquisition


Individual and Group Learning


Knowledge Claim Formulation and

Evaluation


The Knowledge Process

Knowledge Integration




Knowledge and Information Broadcasting


Searching and Reviewing


Knowledge Sharing


Teaching

Put it all together…


Knowledge production and integration compile
together with non
-
electronic information as well
as electronic information to for a database of
knowledge that is the basis for KM.

Electronic Information


Data Mining and Data Warehousing



Two tools that help turn information and data into
useful knowledge




Defined


Data Warehouse



A database that stores
larges amounts of
historical business data



Another way:
Warehousing brings your
data together for analysis


Data Mining



The practice of extracting
data from a warehouse in
order to analyze patterns
trends and relationships


Another way: Mining
sorts through the data you
collected and turns up
interesting and useful
connections

Why Use DM?


Firms identify patterns
which generate valuable
knowledge for the
company





How Companies Use DM


Market Segmentation


Customer Churn


Fraud Detection


Direct Marketing


Interactive Marketing


Market Basket Analysis


Trend Analysis

Fraud Detection Example



Wal
-
Mart Example



How These Apply to KM


DM and DW can turn data into useful
knowledge that can give companies a
competitive advantage over their rivals



DM takes a proactive approach to selling
products to customers rather than a reactive
approach by predicting patterns, trends, and
behaviors.

Why So Difficult


Implementation of KM programs



How to estimate the return on KM



How to store KM data



Techniques on utilization of the knowledge

Implementation Problems


Knowledge is Power



Incentive structures to
share information





Resistance to Change



People are reluctant to
change



56% of executives say
“changing people’s
behavior” is the most
difficult obstacle



“Sharing knowledge is an unnatural act. You
can't just stand up and say, 'Thou shalt
share knowledge'

it won't work.”



HUBERT SAINT
-
ONGE, PRINCIPAL, SAINTONGE ALLIANCE


Returns on KM


KPMG invests $40 million



Quality knowledge is the goal



“Data separates you from the competition”

How to Store New Data


New techniques to “gather, store, process and
distribute this kind of knowledge”



It isn’t contained in typical rows or columns



How do we store the human element?

Utilization of the Knowledge


Problems with change



Dept. of Defense and post combat data



Management must encourage change

Implementation Barrier


“94% of business executives believe that it
would be possible, through more deliberate
management, to leverage the knowledge existing
in [their organization] to a higher degree”



BUT….

Implementation Barrier


“71% believe embedding knowledge in process,
products, and/or services”



Why not in the people making these processes,
products and/or services?

Implementation Case Study


E&Y implements a knowledge management
system in an effort to reach $1 billion in
revenues by 1997.



Process called Future State 97 or FS97.

E&Y


A major focus was to capture knowledge



Elected a Chief Knowledge Officer



Formed a Center for Business Knowledge

E&Y


People were the key



Technology was the enabler



How do you adapt to the change needed?



Similarities


E&Y had the same difficulties as others


Implementation was a new venture and risky



Returns are still not 100% clear, though they are
assumed to be part of the KM program



How did they obtain and keep the data?



Problems getting the knowledge distributed


Questions?