Knowledge Management: Strategies, Processes, Metrics and Tools
Knowledge Management: Within and Across Corporations and Agencies Strategies
e.g., Management Plans; Policies; Data sharing vs. Privacy
Technologies: Expert systems Collaboration Training Web
Organizational Learning Process
Diffusion Tacit, Explicit
Identification
Creation
Metrics
Integration
• Effective Learning Requires: Understanding
1) Mental models, paradigms, context, observation, assumptions, opinion, fact, truth 2) Systems Thinking - Variation Skills 3) Ability to challenge assumptions 4) Listen to Understand Process 5) Complete observe, assess (reflection, gain understanding), design (develop theory, prediction, vision), implement (test), cycle 6) Teach others
知识管理和组织学习
Knowledge Management
What is Knowledge Management
• Knowledge management, or KM, is the process through which organizations generate value from their intellectual property and knowledge-based assets • KM involves the creation, dissemination, and utilization of knowledge • It is also viewed as the intersection between People, Processes and Technology
Knowledge Management Components
Knowledge Components of Management: Components, Cycle and Technologies
Components: Strategies Processes Metrics
Cycle: Knowledge, Creation Sharing, Measurement And Improvement
Processes
e.g., best practices
Metrics
e.g., web usage, publications
Tools
e.g., Semantic Web, Data mining, Multimedia
Knowledge Management Cycle
Knowledge Creation and Acquisition Manager Knowledge Representation Manager
Distribution Presentation
• Intranet &
Internet
• User Profiles
for dynamic tailoring links.
• Knowledge creation, update annotation, and storage in Knowledge Repository.
“One way to ensure your doing worse is to not measure”
Learning By-Product Measures
Papers in Competitive Journals and Magazines Percentage New Technology compared to all Technology Process Cycle Time Employee Surveys Involvement with decisions Recognition for work achieved Access to information Rewarding risk taking Overall Satisfaction Employee Retention ‘Employee Suggestion Process
• Knowledge Portals
• XML • Active Subscriptions • Discussion Groups.
• Retrieval by Author, Content, Threads, etc.
• Knowledge Security.
•Digital Rights •Collaboration Environrmation Access Vision
Available - If information exists, it is available for retrieval Internal and External sources Processed from available data Relevant - Information retrieved applies to information need If available, information is retrieved Useful - Information has a positive impact Influences behavior to improve productivity - best
Positive Incentives
• “Knowledge Transfer Champion” prestige
•Can improve knowledge
Negative Incentives •Time
•Unqualified teacher
•Students not willing to learn
Modification
Source: Reinhardt and Pawlowsky
Action also see: Tools in Organizational Learning http://duplox.wz-berlin.de/oldb/forslin.html
Six Principals of Effective Learning
Knowledge Management: Incentive-based Approaches
Receiver Teacher
Positive Incentives
• Knowledge Gained • Can teach others what is learned Negative Incentives •Time
Knowledge Management Metrics The Goal of Metrics
Measuring Success (How am I doing?) Benchmarking (How am I comparatively doing?) Tracking Improvement (Am I getting better?) Direct future investment (technology, employees) strategy alignment (culture, incentives)
• Domain Model • Indexing • Business Rules • Metadata Tagging •Ownership; Federation •Concept Agreements, Data Formulation Sources • Information • External Integration Sources and •Ontology & Formats. Taxonomy •Wrappers •Knowledge • Politics of data Curation.
Knowledge Dissemination and Sharing Manager
Knowledge Manipulation Manager
Knowledge Management Architecture
• Knowledge management requires several components: – Access to both internal and external information sources, – Repositories that contain explicit knowledge, – Processes to acquire, refine, store, retrieve, disseminate and present knowledge, – Organizational incentives and management roles to support these activities, – People who facilitate, curate, and disseminate knowledge within the organization. – Information technology to provide automation support for many of the above activities,