IM606 Knowledge Management
Phase 1
Objectives
Course Objective:
Understanding of processes
Understanding of knowledge management
Student Learning Outcome: Students will be able to demonstrate proper techniques to improve organizational processes.
Assessment: SWOT analysis
Objective continued
Lesson Objectives: 1. Describe how to leverage technologies 2. Describe the role of knowledge servers 3. Identify the components of the KM platform
4. Describe strategic planning
5. Apply SWOT analysis
Lets Review
Knowledge Management
a useful definition
The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create business value and generate competitive advantage.
Asset-Centric
Shift
Knowledge-Centric
The Value Proposition Managing the intangible asset - Knowledge
Drivers of Knowledge Management
0 Knowledge Centric 0 Technology 0 Structural 0 Process 0 Economics
A Learning Organization
Demands self-directed learning from their employees Promotes mentoring, coaching, facilitating, role-modeling Widens the concept of performance support to focus on outputs, not inputs
What Makes a Company Successful?
The RIGHT people applying the RIGHT knowledge at the RIGHT time!
The Knowledge Management Process
Database Capture Tools
Sharing
Communication Networks
Acquisition
Utilization
Collaborate Tools
Knowledge Workers
0 Dominant group of workers in the 21st
century. 0 Specialists with job-specific skills. 0 Have significant formal education or formal training. 0 Are self-directed learners. 0 Require multiple, continuous learning opportunities to maintain their specialized knowledge.
Describe the Generations in the Workplace
Motivation
0A willingness to exert effort toward
achieving a goal 0Stimulated by the efforts ability to fulfill an individual need 0Employee motivation is crucial to organizational success
Knowledge Technology (The
hardware, software and the hype.)
Knowledge repositories Fuzzy Logic Neural systems Data-mining tools Contact software Intranets Extranets Water Cooler Technology
Phase I Infrastructure Evaluation
1 Analyze the Existing Infrastructure 2 Align KM & Business Strategy 3 Design the KM Infrastructure
Phase II KM System analysis, Design & development
4 Audit Existing K Assets & Systems
5 Design the KM Team
6
7
Create the KM Blueprint
Develop the KM System
Phase III Deployment
8
9 10
Deploy, Using the Results driven Incremental Methodology
Manage change, culture & rewards
Phase IV Evaluation
Evaluate, ROI & refine the KMS
Knowledge Management
Chapter 5
Phase I Infrastructure Evaluation
Step 1 - Analyze the Existing Infrastructure a) Explain how to leverage technologies b) Explain how a KM server will interface with existing infrastructure
THE APPROACH: LEVERAGE-LEVERAGE-LEVERAGE Role of Technology: Store Communicate
Approach: Leveraging---Think about
Machine to mind Collaborate synergy Real knowledge Conversation Sources & originators Decision support Flexibility & scalability Pragmatism User is king Ease of user
Leveraging the Internet
Leverage the Internet for Global Reach
Implications: Cost-effective global network backbone Ubiquity (ever-present) Distributed connectivity Robust global data paths Open & global competitive intelligence
The Internet is Platform Independent
The Knowledge Platform
Key driver of an effective KM system is the proper leverage & tight integration of existing technology, tools & information resources
Key components of a KM platform
Phase I Infrastructure Evaluation
Step 1 - Analyze the Existing Infrastructure a) Explain how to leverage technologies b) Explain how a KM server will interface with existing infrastructure
Knowledge Servers
Basis for Integration Across Multiple Enterprises
Knowledge Server Example
The Knowledge Server
Business Needs & Knowledge Server: Adaptability Automated tracking Structure of information Content utilization
Enabling Technologies for the KM Technology Framework
Meta-Components
Meta-Components of the KM technology Framework
1. 2. 3. 4. 5. Knowledge flow Information mapping Information sources Information & knowledge exchange Intelligent agent and networking mining
Key components of a KM platform
The Knowledge Platform
Begin with existing network infrastructures Integrate, build on & leverage enterprise resources Understand the KM technological framework Build the system around people Use knowledge servers Plan for flexibility & scalability
Lessons Learned Step 1
There is no one way of managing knowledge Understand the role of existing networks Integrate, build upon & leverage enterprise resources Look before you leap Focus on what works Build around people Go beyond intranet Use knowledge servers Plan for flexibility & scalability
Phase 1: Infrastructure Evaluation
Step 1- Analysis of existing infrastructure
Before you can adequately implement a KM system, you need an understanding of the technology framework that already exists. Identify critical gaps Dont abandon old existing investments
Knowledge Management
Chapter 6
Phase I Infrastructure Evaluation
Step 2 - Aligning Knowledge Management and Business Strategy
a) b) c) d) Describe strategic planning Perform SWOT analysis Create a Knowledge Map Align companys knowledge & business strategy
http://www.youtube.com/watch?v=mLJ34L5UW4E&feature=relmfu
VIDEO: WHAT IS STRATEGIC PLANNING REALLY?
Strategic Visioning
Questions: 1. What is the industry context in which your business operates? 2. What is the level and nature of turbulence with it? 3. How profound is the uncertainty in your business?
Strategic Planning Process
1. 2. 3. 4. 5. Start with Mission/Vision Where are you as a company? (SWOT) Where do you want to be? (Knowledge Map) Create the path (Balanced Scorecard) Implement (Action Plan)
Strategic Vision
This is what the company aspires to be.
Mission Statement of AT&T Mission is the organizations purpose. It identifies the organizations products and customers and distinguishes it from the competition.
We are dedicated to being the worlds best at bringing people together-giving them easy access to each other and to the information and services they want & need-anywhere, anytime
Application
Read the case study and write down their KM drivers, value proposition and KM strategy
Core Values
Core Purpose
Organization Strategy
Goals to fulfill mission
Mission & Vision
Knowledge Transfer versus Integration
Knowledge Transfer Shift knowledge from one person to another for the purpose of learning Knowledge Integration Synthesizing the tacit knowledge of different individuals to create a group-level knowledge.
Knowledge Transfer versus Integration
Real Options under Uncertainty
Level 1- predictable outcomes, use of SWOT Level 2 likely outcomes, ensure that most desirable discrete outcomes are achieved Level 3 range of possible outcomes but unpredictable, experimentation takes place Level 4 unpredictable outcomes, shaping of the market is attempted
Levels of Uncertainty
Speed & Variety of Responses Quadrants
Quadrant 1- high variety low speed, structural flexibility & knowledge transfer Quadrant 2 - high variety high speed, strategic flexibility & cross-functional integration Quadrant 3 low variety high speed, operational flexibility & inter-functional integration Quadrant 4 low variety low speed, stability & functional sharing
Speed & Variety of Responses Quadrants
Business Model
is an articulated plan for adding economic value by applying knowledge to a set of resources to create a marketable product or service offering
Business Models & Executability
Codification or Personalization
Codification Focused on technology that enables storage, indexing, retrieval & reuse. Suited to companies that repeatedly deal with similar problems & decisions.
Personalization Focused on connecting knowledge workers through networks Suited to companies that face one-off problems that depend more on tacit knowledge & expertise than on codified knowledge
Strategic Planning Videos Strategic Planning process http://www.youtube.com/watch?v=sU3FLxnDv_ A&feature=channel&list=UL Strategic management pitfalls http://www.youtube.com/watch?v=nKXXcrTTZU 0&feature=channel&list=UL
Phase I Infrastructure Evaluation
Step 2 - Aligning Knowledge Management and Business Strategy
a) b) c) d) Describe strategic planning Perform SWOT analysis Create a Knowledge Map Align companys knowledge & business strategy
Strategic Planning Process 1. 2. 3. 4. 5. Start with Mission/Vision Where are you as a company (SWOT) Where do you want to be? (Knowledge Map) Create the path (Balanced Scorecard) Implement (Action Plan)
S.W.O.T
Strengths Weakness Opportunities Threats
This is a planning exercise to analyze the current situation and develop strategies to accomplish the organizations mission
Video
SWOT analysis and Strategic Planning
http://www.youtube.com/watch?v=GNXYI10Po6A&feature=relmfu
SWOT Questions
Potential Strengths
Strong product lines? Leadership? Brand recognition? Organization structure? Ability to manage change? Employees? Knowledge managed?
Potential Opportunities
Expand core business? New markets? Diversification? Foreign markets? Market growth? Innovation? Research & development? Knowledge? Human resources?
Potential Weaknesses
Poor strategy? Product line? Manufacturing cost? Loss of customers? Human resources? Vision lost? Organization controls? Conflicts?
Potential Threats
Attack on core competencies? Increased competition? Change in customer taste? New or substitute products available? Rising labor cost? Slow market growth? Decrease in profits?
Assignment:
Explore their website (write down their mission/vision and values) Complete a SWOT analysis
IM606 Knowledge Management
Phase 2
Objectives
Course Objective:
Understanding of processes
Understanding of knowledge management
Student Learning Outcome: Students will be able to demonstrate proper techniques to improve organizational processes.
Assessment: Knowledge Map
Objective continued
Lesson Objectives: 1. Apply SWOT analysis 2. Explain a knowledge map 3. Describe how to align knowledge and business strategy
4. List critical success factors
Knowledge Management
a useful definition
The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create business value and generate competitive advantage.
Asset-Centric
Shift
Knowledge-Centric
The Value Proposition Managing the intangible asset - Knowledge
Drivers of Knowledge Management
0 Knowledge Centric 0 Technology 0 Structural 0 Process 0 Economics
The Knowledge Management Process
Database Capture Tools
Sharing
Communication Networks
Acquisition
Utilization
Collaborate Tools
Phase I Infrastructure Evaluation
1 Analyze the Existing Infrastructure 2 Align KM & Business Strategy 3 Design the KM Infrastructure
Phase II KM System analysis, Design & development
4 Audit Existing K Assets & Systems
5 Design the KM Team
6
7
Create the KM Blueprint
Develop the KM System
Phase III Deployment
8
9 10
Deploy, Using the Results driven Incremental Methodology
Manage change, culture & rewards
Phase IV Evaluation
Evaluate, ROI & refine the KMS
Phase I Infrastructure Evaluation
Step 1 - Analyze the Existing Infrastructure a) Explain how to leverage technologies b) Explain how a KM server will interface with existing infrastructure
Key components of a KM platform
Knowledge Server Example
Strategic Vision
This is what the company aspires to be.
Mission Statement of AT&T Mission is the organizations purpose. It identifies the organizations products and customers and distinguishes it from the competition.
We are dedicated to being the worlds best at bringing people together-giving them easy access to each other and to the information and services they want & need-anywhere, anytime
S.W.O.T
Strengths Weakness Opportunities Threats
This is a planning exercise to analyze the current situation and develop strategies to accomplish the organizations mission
Phase I Infrastructure Evaluation
Step 2 - Aligning Knowledge Management and Business Strategy
a) b) c) d) Describe strategic planning Perform SWOT analysis Create a Knowledge Map Align companys knowledge & business strategy
Strategic Knowledge Gap
Knowledge Classifications
1. Core Knowledge 2. Advanced Knowledge 3. Innovative Knowledge
Strategic Planning Process
1. 2. 3. 4. 5.
Start with Mission/Vision Where are you as a company (SWOT) Where do you want to be? (Knowledge Map) Create the path (Balanced Scorecard) Implement (Action Plan)
Knowledge Map
Phase I Infrastructure Evaluation
Step 2 - Aligning Knowledge Management and Business Strategy
a) b) c) d) Describe strategic planning Perform SWOT analysis Create a Knowledge Map Align companys knowledge & business strategy
Strategic Alignment
Detecting Lost Opportunities Organizations must appropriately leverage knowledge
Align Knowledge & Business Strategy
Process of articulating the link between business & knowledge strategies
24 lessons: Critical Success Factors
1. There is no silver bullet 2. Successful KM projects begin with working definition of knowledge 3. Requires a process focus 4. There are no perfect measures, but they are needed 5. Need to demonstrate short time impact 6. Count tacit knowledge. Codification with personalization.
24 lessons: Critical Success Factors
7. Shared knowledge requires a shared context 8. Begin with existing knowledge, deliver initial results & continue to expand 9. Accommodate for reasoning & assumptions 10.Keep an eye on the future 11.Minimize the route of information reduce noise 12.Give incentives to share knowledge
24 lessons: Critical Success Factors
13. Allow everyone to access & contribute 14. Allow confidentiality 15. Allow access anytime, anywhere 16. Update automatically 17. Make it easy to navigate 18. Use other databases in addition to others
Leading Companies Integrate the sharing with business strategy Build a culture that supports learning Build eagerness & awareness of the value of creating, sharing and using knowledge Develop and maintain human networks Share knowledge and best practices
24 lessons: Critical Success Factors
19. Provide management support 20. Use technology when cant meet F2F 21. Support informal knowledge sharing 22. Less is more. Package the knowledge 23. Provide logical business extensions 24. determine the delivery of knowledge
To make content useful include Identification Segmenting Mass customization Format Tests
KM Focus Questions
1. How can we turn knowledge into something that adds value to the market in which we operate? 2. What do we know or thing we know about different aspects of our customers? Are we doing something about what we know of them? 3. How can we generate meaningful knowledge, rather than simply flooding our organization with indiscriminate information? 4. How can we create a knowledge-supportive organizational culture in which everybody is convinced of the contribution that knowledge can make to the success of the company?
KM Focus Questions
5. Can we cut costs, reduce time to market, improve customer service, or increase margins by more effectively sharing knowledge & leveraging what we already know? Could such knowledge be applied to the activities of other divisions of our company, in other locations, and in foreign manufacturing sites? How can we ever transfer them & then make them work? Are there any fundamental errors in what we think we know as a company? What will be the consequences of these errors? How can these be proactively fixed? How can we manage our people, who will increasingly become knowledge workers or professionals, motivating them to generated knowledge and share it with their peers? Which of these people actually play critical roles in developing & testing new knowledge & information that gets used here?
6. 7.
8.
KM Focus Questions
9.
Are exciting ideas emerging within the company but failing to be commercialized? If these ideas are not reaching the market, what incentives, structures, or management processes seem to be clocking them? How can valuable knowledge that exists within the company be actually applied & benefited from? 10. Maybe our company has more money than ideas. Are these opportunities to form partnerships with companies that may be more in flow of innovative ideas & knowledge? Given different cultures, how can this ever work? 11. Is the not invented here syndrome so strong that we are missing attractive business opportunities? Could knowledge-based collaboration increase our value? 12. How does tacit knowledge skills, intuitive abilities, employee experience affect the generation & transfer of explicit form of knowledge in our company?
Lessons learned Step 2
An effective KM system begins with vision Shift from strategic programming to strategic planning Use knowledge instead of data to make decisions Use knowledge-based SWOT analysis Create knowledge maps Codification or personalization (dont choose one) Balance exploitation and exploration Articulate a clear strategy-KM link
Strategic Planning Process 1. 2. 3. 4. 5. Start with Mission/Vision Where are you as a company (SWOT) Where do you want to be? (Knowledge Map) Create the path (Balanced Scorecard) Implement (Action Plan)
Balanced Scorecard
Maintain a balance between long-term and short-term objectives, financial and non financial measures, lagging and leading indicators and between internal and external perspectives.
Balanced Scorecard
KM Balanced Scorecard
Modified Balanced Scorecard
Videos
Strategy and scorecard http://www.youtube.com/watch?v=AdXt8BfiGJ g&list=LP1qJbSmjOtuI&index=5&feature=plcp Balanced scorecard by Norton http://www.youtube.com/watch?v=oNy8kupW8 oI
For each BSC measure
Objective Measure Target Initiative
Metric Keys
Metrics define KM success Use the Balance Scorecard Do not ignore soft metrics Use metric wisely
Knowledge Map
Illustration of knowledge and its relationship to business processes and strategy. Steps Acquire knowledge Analysis (strategic) Visualize
Example
Example
Example
Example
Example
Think about
Workforce (training, skills, knowledge) IT structure (KM system and networks) Culture, leadership, alignment & teamwork Internal and External Drivers Strategic Competencies Strategic Technologies Climate for action
For your Project
The team is starting to figure out the team recommendations by performing a SWOT, examining the business strategy and creating a Knowledge Map using the Balanced Scorecard.
Hints:
1. Use the SWOT to answer the first question in the case study think about the problem the organization is trying to solve through knowledge management 2. When creating the Knowledge Map, answer question #3 3. Your initiatives in the Knowledge Map can become part of the Action Plan
Phase 1: Infrastructure Evaluation
Step 1- Analysis of existing infrastructure
Before you can adequately implement a KM system, you need an understanding of the technology framework that already exists. Identify critical gaps Dont abandon old existing investments
Step 2- Align knowledge management & business strategy
Strategy is at a high level and systems are at a low level Connect the two levels
Questions
