KNOWLEDGE MANAGEMENT

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agenda

Knowledge Management Emerging Perspective

Forms of Knowledge
Importance of knowledge management
Challenges of Knowledge Management
Concepts of knowledge management
Knowledge Management at Orange

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knowledge management emerging perspectives

What is knowledge management and why is it so important

to each and every one of us ?

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what is knowledge ?

Knowledge is experience. Every thing else is just

information Albert Einstein

Knowledge is information combined with experience, context,

interpretation and reflection. It is high value form of information
that is ready to apply to decisions and actions

The wise see Knowledge & action as one The Bhagavad

Gita

Knowledge is information in action. Knowledge is what people in

an organization know about their customers, products,
processes, mistakes, and successes
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classic data to knowledge hierarchy

Expertise
Individual, judgmental

Contextual, tacit

Knowledge

Explicit
Information
Raw, Easily transferable

Data

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forms of knowledge
Explicit Knowledge / Enterprise Knowledge
- Formal and systemtic
- Easily communicated and shared
- Recordable, articulatable, transmittable
- E.g.: product Specification, Computer Programme, Process
sheets etc.

Tacit Knowledge / Individual Knowledge

- Hard to formalize, as it differs from individual to individual.
- Difficult to communicate
- Deeply rooted in action
- Judgement, Intuition, Feelings
- Inside Locked and inimitable unless being revealed.
- Consists of
Technical Skills (Know How & Why) and
Cognitive Dimensions (mental models)
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understand why you consider KM

This is one of the few questions in KM which only has one valid
answer. If youre not doing KM to improve your business activity in
some way, then stop, take a couple of steps back, and start thinking
again.

Understanding Knowledge Management requires understanding of

knowledge , knowing the process and how that differs from
information and information management.
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importance of knowledge management

Processing data can be performed by machine, but only the

human mind can process knowledge or even information.

Using Knowledge Management techniques can bring significant

benefits
to an organization, provided that they are used with a clear set of
business performance objectives . KM can help to:
Reduce costs
Increase effectiveness
Improve quality
Drive innovation
Reduce operational risks associated with information management

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so what is knowledge management

Historically known by a variety of other names

Document Management
Product Data Management
Content Management
Data warehousing/mining

All are wrestling with data management functions

Relationships
Access
Version management

Contd

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so what is knowledge management

What are your ideas?

What have you read?
What have you heard?
What do you imagine?

Knowledge management (KM) is an effort to increase useful

knowledge
within the organization. Ways to do this include encouraging
communication, offering opportunities to learn, and promoting the
sharing Contd
of appropriate knowledge artifacts.
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so what is knowledge management

Key to all of these is knowing what data to access, by whom, when

It's NOT about creating an encyclopedia that captures everything that

anybody ever knew.
Rather, its about keeping track of those who know the recipe, and
nurturing the culture and the technology that will keep them talking.
The possibilities for increased functionality are exponential

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working definition

Knowledge Management is the explicit

and systematic management of vital
knowledge - and its associated processes
of creation, organization, diffusion, use and
exploitation.

The central theme of Knowledge Management is to leverage and reuse

knowledge resources that already exist in the organization so that
people will seek out best practices rather than reinvent the wheel.

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knowledge management arrives

Silly me. I thought knowledge management meant its not what you
know but who you know.
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what does KM involve

Identify Acquire Manage Disseminate

Ensure right knowledge to right persons at right time and in right
format
Leverage existing Knowledge and potential of IT
Make knowledge sharing a dominant culture
Gain Competitive Advantage

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> The efficiency of a firm depends on how fast it bridges
the gap between what it knows and what it needs to
know

Knowledge Gap
Change

Time
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 two thrusts of KM

1. Sharing existing knowledge

Knowing what you know

KM

2. Knowledge for Innovation

Creating and Converting

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the challenges of knowledge management

Not only of how to develop new knowledge,

BUT

how to locate and acquire others knowledge

how to diffuse knowledge in your organisation
how to recognize knowledge interconnections
how to embody knowledge in products
how to get access to the learning experiences of customers

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knowledge management initiatives

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Knowledge Management
Training
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Create Knowledge Management
Strategy
20 Benchmark/Audit current
situation
Develop/Measure intangible
15 assets
Promote informal Knowledge
Management Networks
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Establish formal Knowledge
Management Networks
5 Incentive and reward program
for knowledge sharing and use

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 barriers to implementing knowledge management

Negative attitudes to knowledge

3.5 Unwillingness to share knowledge

3.3
Willingness to share knowledge but
3.1 too little time for individuals to do so

Lack of skill in knowledge

2.9
management techniques
2.7 Lack of understanding of
knowledge management and
2.5 benefits
Lack of appropriate technology
2.3
Lack of commitment to knowledge
2.1
management from senior
management
1.9 Lack of funding for knowledge
management initiatives
1.7
Current culture does not encourage
1.5 knowledge sharing

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crucial concepts for knowledge management

Information = Knowledge

Information is digitisable

Knowledge exists in intelligent systems

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knowledge-information cycle

Information Use

Knowledge Creation Information Creation

Intelligent System Knowledge Use

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critical concepts for knowledge management
what is to manage?

Organisational information

Organisational knowledge

Individual knowledge

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knowledge management at Orange Business
Services

Orange Business Services - Professional Services (PS now Consulting

&
Solutions Integration) launched a Knowledge Management (KM) strategy
in
late 2005. Its purpose was to enable greater collaboration, knowledge
sharing and to maximize the value of Intellectual Capital (ICAP)
generated
by employees. The principle behind the KM strategy has always been to
encourage access, support and participation to other business units
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within
Orange Business Services KM objectives

The Knowledge Management team is responsible for the delivery to

the business of KM solutions that:

support sharing of ICAP, reduce duplication and add value

throughout business processes
centrally store data to gain the maximum benefit from
collaborative working
drive business margins, to meet financial objectives
support the new distributed business model
provide a stand-alone infrastructure, for stability and scalability
provide sufficient user support at all levels in the business from
overall administration down to business content managers
covering particular business areas.

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Orange Business Services KM strategy

Knowledge Management has deployed cost-effective KM

technologies
that bring business benefits by collectively sharing knowledge and
collaborating freely.
KM has deployed low-cost, high-return on investment web services
such as the KM Forums, and KM Wikis. Together with the KM
repository, Content DB - a full document management system with
advanced functionality

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Orange welcomes knowledge management

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km applications
Main KM Applications:
- KM Wikis
- KM Forums

KM Search - SES

Content DB
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 knowledge management team
The KM team is comprised of a small unit of professionals dedicated to
supporting and developing the KM community at Orange Business Services.

Head of KM - Darren Phillips KM Consultant - James Levey KM Portfolio Engineer - Ben Stanley

New member
Ryan Musselwhite

KM Business Analyst - Jeroen Root KM Applications Developer - John Parlane

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to conclude

Not to reinvent the wheel : solution exists/ known somewhere in

the organization
Learn from past mistakes ours or others
Knowledge resource depletion, Reduction, migration & brain-
drain
Innovate & lead change in the business

Wise Men Learn from their Mistakes

The Wiser Learn from Others mistakes also

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the KM journey - the fivefold way

Establish effective information capture and management systems

& processes
Identify/map organisational & individual knowledge capabilities
your knowledge asset register
Codify knowledge where possible, but dont discard non-
codifiable (tacit) components
Nourish a culture that supports and rewards knowledge sharing
Promote individual knowledge development

AND THEY ALL INTERACT!

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Q&A

What is the classic hierarchy of knowledge ?

What are the forms of knowledge ?
What are the two thrust of knowledge management ?
Mention any two challenges of knowledge management ?
Mention any three importance of knowledge management ?
Which team in Orange launched knowledge management ?
What are the main applications of knowledge management ?

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