A Practical Guide to Knowledge Management Connie Moore, Vice President Giga Information Group
x Giga Information Group® Defining KM Technology Business Needs Impediments to KM A Practical Guide to Knowledge Management Role of IT Case Studies Connie Moore, Vice President Giga Information Group © 1999 Giga Information Group, Inc. All rights reserved. Reproduction or redistribution in any form without the prior written permission of Giga Information Group is expressly prohibited. x Address http://www.gigaweb.com Defining KM Defining Knowledge Management Direct Observation Technology Tacit Knowledge Experiences Business Needs Impediments to KM Role of IT To: ________ From: _____ Events Observation from Repository Data Processes Data Case Studies •Opinion •Opinion •Opinion Information Things The Real World Analysis Intuition Sense-making Understanding Capture Computer-Assisted Correlation and Organization Collaboration KM occurs when knowledge is proactively collected, shared and re-used x Address http://www.gigaweb.com Defining KM KM in Perspective Technology KM Business Needs • Corporate Best memory Practices Impediments to KM Role of IT Value BPR Case Studies TQM Industrial Engineering • Teams • Quality • Benchmarks • Crossfunctional processes • Focus on efficiency • Speed cycle time • Reduce elapsed time Time x Address http://www.gigaweb.com Defining KM An Example: KM at the World Bank Technology Business Needs Impediments to KM Team Flies from Yemen to D.C. 1-2 days Task Mgr. Needs Methodology Request goes from Yemen to D.C. Case Studies 2-6 weeks Client Receives Answer Past minutes 1 day Role of IT Team Searches for Methodology Phase 2 Closest Model Identified Model from Kenya D.C. staff locates model 1 day Task Mgr. Receives Methodology Knowledge arrives in Yemen from D.C. On-Line Edited for Re-Use Phase 1 x Address http://www.gigaweb.com Defining KM An Example: KM at the World Bank Technology Business Needs Impediments to KM Yemen Task Mgr. Needs Methodology 1 day Request goes to D.C., or model accessed on-line Phase 3 Education Specialist Education Specialist Minutes Role of IT Case Studies Closest Model Identified 1 day Task Mgr. Receives Methodology Model from Kenya Education Specialist Education Specialist D.C. staff locates model Knowledge arrives in Yemen from D.C. Help Desk Education Specialist Education Specialist Community of Practice x Address http://www.gigaweb.com Defining KM CoPs in Perspective Technology Business Needs Impediments to KM Role of IT Case Studies Purpose Develop CoP skills; build knowledge Participants Motivation Duration Members self select Passion, As long as commitment, there is expertise interest Formal Deliver a Work product or Group service Everyone reports to group mgr. Job require- Until next ments and reorganishared goals zation Accomplish Project a specific Team task Staff Project assigned by milestones management & goals Collect and Friends and Mutual Informal share business needs Network business info acquaintance s Source: Etienne Wenger and William Snyder, Harvard Business Review Until project completion As long as reason to connect x Address http://www.gigaweb.com Defining KM Value of a Community Technology Business Needs Impediments to KM Role of IT Case Studies Develop, foster and increase core competencies between members Allow rapid dissemination of knowledge and information Lead to higher levels of innovation Enable better decision making x Address http://www.gigaweb.com Defining KM Types of KM Tools Technology Business Needs Impediments to KM Rule Bases Knowledge Maps Simulators Knowledge Repository Knowledge Codification Workflow Organizational Thesaurus and Dictionary Role of IT Search, Acquisition, Navigation Case Studies Knowledge Generation Discussion Data Bases Idea Synthesis Brainstorming Idea Prompting Images Text Audio Video Data Knowledge Transfer Whiteboarding Application Sharing Video Conferencing Competency Maps x Address http://www.gigaweb.com Defining KM Document Management Embraces KM Technology Business Needs Lexical Analysis Linguistic Analysis Visualization Semantic Analysis Clustering Text Vector Analysis Summarization Categorization of Content (SelfDescribing) Impediments to KM Role of IT Case Studies Categorization of Meta data Text Mining XML (Requires context) Metadata Annotations Folder Metaphor Search & Retrieval Check-in/Check-out Version Control Compound Documents Workflow Time x Address http://www.gigaweb.com Defining KM E-Mail as Collaboration Tool Technology Business Needs Impediments to KM Role of IT Case Studies Knowledge Seeker x Address http://www.gigaweb.com Defining KM Technology Abuzz: Knowledge-Based Collaboration R Business Needs Impediments to KM Role of IT Case Studies Knowledge Seeker R x Address http://www.gigaweb.com Defining KM Case-Based Reasoning Diagram Technology Business Needs New Case Problem Impediments to KM Learne d Case Retrieve d Case Role of IT Case Studies New Case Previous Cases General Knowledge Tested, Repaired Case Confirmed Solution Solved Case Suggested Solution x Address http://www.gigaweb.com Defining KM Technology Business Needs Impediments to KM Role of IT The Best of the Best: Functional/Process Emphasis 1998 survey of 93 knowledge management applications in 83 organizations 15% Customer Service Competitive Intelligence/ Strategic Planning 30% Production 10% Case Studies Patent Portfolio/ Intellectual Capital Management 5% 5% Enterprisewide 25% Product Development 5% 5% Project Management Sales Process Source: Teltech Resource Network x Address http://www.gigaweb.com Defining KM Focus on Business Domains Technology Business Needs Impediments to KM Role of IT Case Studies Domain (examples) Knowledge Acquired/Reused Customer Sales & Service • Customer profiles, Products and services bought by the customer Product Service/ Field Maintenance • Recommendations for product fixes, Service documentation and manuals R&D • Research files, External databases, Technical documentation, Product specs, Customer feedback, Product plans, Project plans, Project budgets Sales Bids and Proposals • What works/doesn’t work in situations, Custom proposals, Pricing strategies, Sales intelligence, Competitive analyses x Address http://www.gigaweb.com Defining KM Impediments to KM Technology Business Needs Risk Potential highest E-mail Voice Mail Paper Copies Laptops Impediments to KM Role of IT Case Studies Tacit Knowledge R I S K LANs Analysis limited The Law Data Information Vault with Retention Software lowest CONTROL Observation from Repository •Opinion •Opinion •Opinion Centralized, Managed Paper Archives high To: ________ From: _____ Intuition Sense-making Understanding Collaboration Quality/Value of Digital Knowledge x Address http://www.gigaweb.com Defining KM Technology Business Needs Impediments to KM Hughes Space and Communications ‘Lessons-Learned’ System Initial Approach Engineers Write Lessons Committee Selects Submissions Publish One Per Month Role of IT Case Studies Improved Approach Hypertext links connect policy to its history Contributor Contributor Aggregator Contributor Engineers submit ideas to newsgroup Knowledge stewards correlate and compile formal lessons Implement in policy x Address http://www.gigaweb.com Defining KM Xerox’s AmberWeb Project Technology Business Needs Impediments to KM Business & Collaboration Processes What’s New Organizational goals – effectiveness – intellectual property – learning – reuse Community goals – easy access to relevant knowledge Product Development Management Role of IT DocuShare Case Studies Modeling/ Simulation Work Processes • shared documents • calendars • bulletin boards • databases Experimentation Work Processes community owned and maintained Source: Adapted from Xerox x Address http://www.gigaweb.com Defining KM Xerox’s Lessons Learned Technology Business Needs Impediments to KM Role of IT Case Studies Need up front planning for content Need to retire content Avoid CoP islands Develop incentives for sharing x Address http://www.gigaweb.com Defining KM Technology Business Needs Impediments to KM Process Knowledge: A Telecommunications Company Problems with Operational Processes and Knowledge Past HQ didn’t know field processes Role of IT Case Studies Knowledge drain (retirees) Manuals too generic and out of date; no best practices across the organization x Address http://www.gigaweb.com Defining KM Technology Process Knowledge: A Telecommunications Company Business Needs Design Approve Publish Impediments to KM Today code specs Role of IT Case Studies CASE Process Library (Intranet) Software Factory feedback loop Browser • • Browser Access rights/views based on position Visible throughout co. Browser View processes by: • Functional components • Control properties • “End-to-end”process • Customer’s view • Services provided Link process info to: • Organization • Systems used • Technology • Utilized norms x Address http://www.gigaweb.com Defining KM Xerox’s Eureka Project Technology Field Service Organization Business Needs Eureka Process •Electronic bulletin board •KM repository •Technical info on web server Impediments to KM Role of IT Case Studies submit tips and feedback employees suggest product leaders submit tip pending review subscribe to product fixes validate valid? certified yes Service Technicians •Laptops •CD-ROMs •search tools no apply reuse comments tip improve tip or replace Source: Giga Information Group Source: Adapted from Xerox x Address http://www.gigaweb.com Defining KM Xerox’s Eureka Project Technology Business Needs Impediments to KM Role of IT Case Studies Share knowledge with contracted partners (e.g., Novell, Oracle) Incorporate knowledge into product documentation Make knowledge available to welcome and support call centers Incorporate knowledge into Web-based customer self help system “TIPS” Knowledge Base Infuse knowledge into manufacturing and product design Field engineers x Address http://www.gigaweb.com Defining KM Xerox’s Lessons Learned Technology Business Needs – “Hall of fame” – Public recognition – Avoid financial rewards Impediments to KM Role of IT Case Studies Use incentives Use editors to improve content Seed the knowledge base x Giga Information Group® Defining KM Technology Business Needs Impediments to KM A Practical Guide to Knowledge Management Role of IT Case Studies Connie Moore, Vice President Giga Information Group © 1999 Giga Information Group, Inc. All rights reserved. Reproduction or redistribution in any form without the prior written permission of Giga Information Group is expressly prohibited.
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