Knowledge Management(KM)

Section Outline
Definition of terms
 Data
 Information
 Knowledge
 Types of Knowledge (Tacit and Explicit)
 Introduction
Data
data as sets of discrete objective facts, presented without judgment or
context. Data become information when they are categorised, analysed,
summarised and placed in context, becoming intelligible to the
recipient.
Information
Information can be defined as data endowed with relevance and purpose.
Information is data in context that can be used for decision making.
 Introduction Cont.
Knowledge
knowledge can be seen as information that comes with insights, framed
experience, intuition, judgment, and values. In some sense knowledge
represents truth and therefore offers a reliable basis for action.
Wisdom
wisdom could be described as the best use of knowledge.
 Introduction Cont.
Types of Knowledge
Tacit Knowledge - Tacit knowledge is what the knower knows, which is
derived from experience and embodies beliefs and values. Tacit
knowledge is actionable knowledge, and therefore the most valuable.
Explicit knowledge - explicit knowledge is represented by some artifact,
such as a document or a video, which has typically been created with
the goal of communicating with another person.
 What are the types of KM?
3.1. Tacit knowledge –
 Is not documented, intangible, internalized( thus resident in peoples heads- through experience,
skills, intuition), embedded in social structures and culture, difficult to manage independently of
the individuals, or social structures and culture concerned.
 This category of knowledge has often been referred to as intellectual capital which is now
recognized as one of the prime sources of a knowledge enabled and creating organizations (Nonaka
and Takeuchi 1995 ).
 It has been argued that this personal knowledge requires to be captured and transformed into
explicit knowledge so that it can be shared and rapidly developed. Example of this type of
knowledge is Indigenous knowledge( Indigenous knowledge local/traditional/folk
knowledge/ethno science is a dynamic archive of the sum total of knowledge, skills and attitudes
belonging to a community over generations and expressed in form of action, object and sign
languages for sharing largely through oral traditions)
 There is recognition that it is difficult to manage tacit knowledge but organizations can manage or
facilitate the processes of acquisition, production and sharing of knowledge to create a learning
organization (eknowledgecentre 2005).
 What are the types of KM?
Explicit/tangible knowledge,
 is recorded or captured or codified or documented information that can be widely
shared and facilitate development. It can be expressed in form of shared language.
Explicit knowledge is packaged, easily codified, communicable, and transferable
(Kidwell, et al 2000).
 Examples: In organizations such as the a university EK includes: information
centers print and electronic sources in libraries, bookshops materials, records
centers- data bases, internet digital content; rules and regulations,
prospectus/calendars, student handbooks/notes, pictography/photography,
cinematography/films, books, journals, magazines, etc.
 Defining KM
• Defining the nature of KM remains one of the unresolved issues in the
knowledge management discourse.
• Although there are numerous subtly different definitions of KM, they all share
three common features.
– knowledge management is an organizational strategy to enhance its
competitiveness
– a systemic process of leveraging the organization’s intellectual assets;
– knowledge management involves the process of identifying, capturing,
sharing and creating organisational knowledge.
 Characteristics/Principles of KM
 KM is Expensive
 Effective management of knowledge requires hybrid solutions of
people and technology
 KM is highly political
 KM requires knowledge mangers
 KM benefits more from maps than models
 Sharing and using knowledge are unnatural acts
 KM means improving knowledge work processes
 Knowledge access is only the beginning
 KM process never ends
 KM requires a knowledge contract (AA3)
 Benefits of KM
 Foster innovation by encouraging the free flow of
ideas
 Improve customer service by streamlining response
time
 Boost revenues by getting products and services to
market faster
 Enhance employee retention rates by recognizing the
value of employees' knowledge and rewarding them
for it
 Streamline operations and reduce costs by
eliminating redundant or unnecessary processes
 Why organisations invest in KM

• Staff change employers and careers

• When this happens they leave with the organisational
knowledge. The organisation loses the experience and
expertise accumulated by employees. This knowledge
can be used to give the organisation a competitive edge.
• Organisations go through development and growth
• Because of the environment they operate in, they are
forced to make decisions, which may result in downsizing.
When this happens, some of the organisational
knowledge is lost, as the staff leaves the organisation.
 Phases of KM
• Bhatt 2001 identified five phases of KM
• 1.Knowledge creation-This refers to the ability of an
organization to develop novel and useful ideas and
solution. I t represent an emergent process involving
motivation, inspiration and experimentation
• 2.Knowledge validation-is concerned with the extent to
which a firm can reflect on knowledge and evaluate its
effectiveness for the existing organizational environment
 Phases of KM
• 3.Knowledge representation-refers to the way
knowledge is displayed to the organisational members,
whether in print, disks, or optical media
• 4.Knowledge distribution-this refers to the distribution
and sharing of knowledge throughout the organization
and requires the interactions between organisational
technologies, techniques and people
 phases of KM
• 5.Knowledge application-This is concerned with the art
of locating the right knowledge in the right form in any
organization. Knowledge application means making
knowledge more active and relevant for the organization
in terms of creating values
 Km Process
• Knowledge Identification – identifying knowledge sources –
library, databases, people, internet etc.
• Knowledge Creation – face-to-face, reading, training, studying.
• Knowledge Storage – databases, libraries, etc
• Knowledge Use/Application – applying knowledge in decision
making i.e. processes, routines, etc
KM projects aim to achieve the following

• For knowledge management in business, organisations must have clear objectives

(1) to make knowledge visible and show the role of knowledge in an organization
(2) to develop a knowledge-intensive culture by encouraging and aggregating behaviors such
as knowledge sharing (as opposed to hoarding) and proactively seeking and offering
knowledge
(3) to build a knowledge infrastructure (Alavi & Leider, 2001)
 KM application in organizations

• Knowledge databases and repositories (explicit knowledge) storing information and

documents that can be shared and re-used, for example, client presentations, competitor
intelligence, customer data, marketing materials, meeting minutes, policy documents, price
lists, product specifications, project proposals, research reports, training packs
• Knowledge routemaps and directories (tacit and explicit knowledge) - pointing to
people, document collections and datasets that can be consulted, for example, 'yellow
pages'/'expert locators' containing CVs, competency profiles, research interests
• Knowledge networks and discussions (tacit knowledge) -providing opportunities for
face-to-face contacts and electronic interaction, for example, establishing chat facilities/'talk
rooms', fostering learning groups and holding 'best practice' sessions

• KM infrastructure in orgns – it includes both technical and organisational aspects

• Technical infrastructure - online databases, document management systems and
groupware, with corporate intranets
• Organisational aspects – organizational culture, knowledge workers
 Using Technology to implement KM

There are two types of knowledge management systems

1. Communities of practice- a network of people sharing
knowledge on a topic of interest
2. Organisational memory – organizational knowledge
repositories (databases, repositories)