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Knowledge Acquisition and Knowledge

 is an on-going exercise
 today’s knowledge may or may not solve
tomorrow’s problems
 knowledge needs to be updated all the time
 an activity enabled by technology and produced
by people

Knowledge Creation & Transfer Through
a Team

ge Outcome
Realized Outcome
to Action
a Job
New Knowledge Gained
Reusable by Knowledge
Same Team captured
on Next Job and codified in a
usable by others
Conversion of Knowledge b/w Tacit
& Explicit

Tacit to Tacit Tacit to Explicit

(Socialization) (Externalization)

Team Meetings Dialog within Team

and Discussions Answer Questions

Explicit to Tacit Explicit to Explicit

(Internalization) (Communication)

Learn from Report E-mail a Report

Processes and Activities

 Gathering
 Data entry
 OCR and scanning
 Voice input
 Pulling information from various sources including

Processes and Activities

 Organizing
 Cataloging
 Indexing
 Filtering
 Linking

Processes and Activities
 Refining
 Contextualizing
 Collaborating
 Compacting
 Projecting
 Mining

Processes and Activities

 Disseminating
 Flow
 Sharing
 Alert
 Push

Knowledge Architecture
 a pre-requisite to
knowledge sharing
 infrastructure consists of
People people, content and
Content technology
 are interdependent and
Technolo inseparable
 People having knowledge
provide content , relying
on technology to transfer
and share the

 Knowledge workers, managers, customers,
 Evaluate current information & documents used
by people
 Applicationsthey need
 People they contact for solution
 Associates they collaborate with
 Emails they send & receive
 Database they use

Knowledge Network
 mapped in such a way as to assign people
authority and responsibilities for specific kind of
knowledge content
 Identifying Knowledge centers e.g. Sales,
Products or Marketing etc.
 Activating knowledge content satellite – lower
level knowledge centers that hierarchically fall
under higher level centers
 Staffing/deploying proper experts at each of
these knowledge centers

Technical Core
 encompasses the Hardware, Software and the
specialized human core
 the speed, accuracy, reliability and of course
integrity is bound to be there
 In designing a KM system, it is prudent to tie
what is already available
Technical Core
 Focus on real knowledge of people rather than
artificial intelligence
 Finding the sources of know-how, not just the
 Tagged to collaboration
 Concentrate on realism not perfection

Capturing Tacit Knowledge
 Extract problem solving knowledge from human
 Experts should give relevant information
 All levels of experts should be used
 Single or multiple expert
 Interviews – expert cannot convey the knowledge in
spite of being competent
 Content of questions in an interview
 Interpret the experts answers correctly

Knowledge Codification
 Knowledge maps, storyboarding knowledge etc.
 is organizing and representing knowledge before
it is accessed by the authorized person
 converting tacit knowledge to explicit knowledge
in a usable form
 Converting undocumented to documented

Knowledge Codification
 Tacit knowledge such as human expertise is
 identified and leveraged through a form that
delivers the highest return to the business
 Explicit knowledge should be organized,
categorized, indexed and accessed via the
company’s intranet or some other means to
make it visible, accessible and usable.

Knowledge Maps

 visual representation
 You can’t verbalize unless you visualize

 way to codify the knowledge is to visualize

 tools to transform employees into knowledge

partners for effective decision making