KNOWLEDGE MANAGEMENT UNIT V

WHAT IS KNOWLEDGE ?
KNOWLEDGE
KNOWLEDGE
TYPES OF KNOWLEDGE
Tacit/Implicit Knowledge
Explicit Knowledge
TACIT/IMPLICIT KNOWLEDGE
Defn: That type of knowledge which people carry in their mind, and is,
therefore, difficult to access.
Characteristics
oIntangible
oMental objects, i.e. it's in people's head
oContext affects meaning
oSharing involves learning
oNot identically replicated
EXPLICIT KNOWLEDGE
Defn: That type of knowledge which has been or can be articulated, codified,
and stored in certain media.
Characteristics
oTangible
oPhysical objects, e.g. in documents or databases
oContext independent
oEasily shared
oReproducible
THEN WHAT IS KNOWLEDGE MANAGEMENT ?
Knowledge Management is the collection of processes that govern
the creation, dissemination, and utilization of knowledge.
Knowledge Management (KM) refers to a multidiscipline
approach to achieve organizational objectives by making the best
use of knowledge.
KM focuses on processes such as acquiring, creating and sharing
knowledge and the cultural and technical foundations that support
them.
NEED FOR KM
The purpose of Knowledge Management is to provide the right
information to the right people at the right time to enable informed
decision making which enables service providers to be more
efficient and improve the quality of service delivered.
KNOWLEDGE MANAGEMENT LIFE CYCLE
KNOWLEDGE MANAGEMENT LIFE CYCLE
1. Creates knowledge through new ways of doing things
2. Identifies and captures new knowledge
3. Places knowledge into context so it is usable
4. Stores knowledge in repository
5. Reviews for accuracy and relevance
6. Makes knowledge available at all times to anyone
BENEFITS
Improve quality of service to users
Improve user satisfaction
Increase adoption of self service
Higher first call resolution rates
Reduce time to diagnose incidents and problems
Reduction in training time and costs
Faster adoption of new or changed services
Increase responsiveness to changing business demands
TERMS USED IN KM
Knowledge Architect
Knowledge Assets
Knowledge Bridge
Knowledge Workers
Knowledge Economy
KNOWLEDGE ARCHITECT
Knowledge Architect is the staff member who oversees the
definitions of knowledge and intellectual processes and then
identifies the technological and human resources required to create,
capture, organize, access and use knowledge assets.
KNOWLEDGE ASSETS & KNOWLEDGE
BRIDGE
Knowledge Assets, also called intellectual capital, are the
human, structural and recorded resources available to the
organization. Assets reside within the minds of members, customers,
and colleagues and also include physical structures and recorded
media.
Knowledge Bridge is the connection that a KM expert builds
between the business processes and the technological, sociological,
personal, financial, sales, creative, and customer oriented functions
of the organization.
KNOWLEDGE WORKERS & KNOWLEDGE
ECONOMY
Knowledge Workers are Employees and managers who
contribute significantly to the intellectual capital of the company
are called knowledge workers.
Knowledge Economy is a term that refers either to an economy
of knowledge focused on the production and management of
knowledge in the frame of economic constraints, or to a
knowledge-based economy.
ASSIGNMENT
To Study following KM Models in detail
Nonaka/Takeuchi Knowledge Spiral (1995)
ADAM’s Model (2000-01)
The Choo Sense-making KM Model (1998)
WIIG KM Model
The Knowledge Management Process Model by Botha et al (2008)
The KM Matrix by Gamble and Blackwell (2001)
The KM Process Framework by Bukowitz and Williams (1999)