Transcript knowledge

KNOWLEDGE CREATION AND
KNOWLEDGE MANAGEMENT
ARCHITECTURE
Lecture Three
(Chapter 3, Notes;
Chapter 4, Textbook)
Chapter 3: Knowledge Creation and Knowledge Architecture
Review of Lecture 2
 Challenges
in building KM Systems
 Compare KMSLC and CSLC
 Knowledge Management System Life
Cycle (8 Stages)
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Chapter 3: Knowledge Creation and Knowledge Architecture
This Week’s Topics
 Knowledge
Creation and Sharing
 Knowledge
Infrastructure
 Knowledge
Management Architecture
 Build
versus Buy Decision
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Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE CREATION
 Dynamic
activity that can
enhance organization
success and economic
well-being
 Driver of innovation

Involves knowledge
acquisition, selection,
generation and sharing
 Maturation - translates
experience into knowledge
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Chapter 3: Knowledge Creation and Knowledge Architecture
Knowledge Creation and
Transfer via Teams
Initial
knowledge
Outcome is
realized
Team performs
a job
Outcome compared
to action
New knowledge
reusable by same
team on next job
Knowledge
captured and
codified in a form
usable by others
New experience/
knowledge gained
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Chapter 3: Knowledge Creation and Knowledge Architecture
Impediments to Knowledge
Sharing
Compensation
Recognition
Ability utilization
Creativity
Good work environment
Autonomy
Job security
Moral values
Advancement
Variety
Achievement
Independence
Social status
Personality
Lack of
Vocational
reinforcers
Attitude
Organizational
culture
Knowledge
sharing
Company
strategies and
policies
Work Norms
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Chapter 3: Knowledge Creation and Knowledge Architecture
Nonaka’s Model of Knowledge
Creation and Transformation
TACIT TO TACIT
(SOCIALIZATION)
TACIT TO EXPLICIT
(EXTERNALIZATION)
e.g., Individual and/or Team
Discussions
e.g., Documenting a Team
Meeting
EXPLICIT TO TACIT
(INTERNALIZATION)
EXPLICIT TO EXPLICIT
(COMBINATION)
e.g., Learn from a report
and Deduce new ideas
e.g., Create a Website from
some form of explicit
knowledge; Email a Report
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Chapter 3: Knowledge Creation and Knowledge Architecture
Key to Knowledge Creation

The model focuses on
tacit knowledge and use
of technology to generate
or transmit such
knowledge to others

The key to knowledge
creation lies in the way
knowledge is being
mobilized and converted
through technology
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Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE
INFRASTRUCTURE
 Content
core: Identify
knowledge centres
People
 People
core: Evaluate
employee profiles
Content
Technology
 Technical
core: The totality of
technology (S/W and H/W)
required to operate the
knowledge environment
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Chapter 3: Knowledge Creation and Knowledge Architecture
Identifying Knowledge Centers
Competition data,
Sales volume,
Leader sales data
Job skills,
Training
HUMAN
RESOURCES
SALES
CUSTOMER
SERVICES
Strategies
Tools
R&D
Advertising
MARKETING
Complaint rate,
Satisfaction survey
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Chapter 3: Knowledge Creation and Knowledge Architecture
Stages of KMSLC
Evaluate Existing
Infrastructure
Form the KM Team
Knowledge Capture
Iterative Rapid
Prototyping
Design KM Blueprint
KM
← Architecture
Verify and validate the KM
System
Implement the KM System
Manage Change and
Rewards Structure
Post-system evaluation
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Chapter 3: Knowledge Creation and Knowledge Architecture
.....
Layer
1
2
3
User1
User2
…
Usern
User Interface
(Web browser software installed on each user’s PC)
Authorized access control
(e.g., security, passwords, firewalls, authentication)
Collaborative intelligence and filtering
(intelligent agents, network mining, customization, personalization)
Knowledge-enabling applications
4
5
(customized applications, skills directories, videoconferencing, decision support systems,
group decision support systems tools)
Transport
(e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)
Middleware
6
(specialized software for network management, security, etc.)
The Physical Layer
(repositories, cables)
7
Databases
Legacy applications
(e.g., payroll)
Groupware
(document exchange,
collaboration)
Data warehousing
(data cleansing,
data mining)
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Chapter 3: Knowledge Creation and Knowledge Architecture
KM Architecture
 Visualize
the building blocks of a KM
system in the form of layers
 User
Interface being the least technical,
and data repository the most technical
 These
layers represent internal
technologies of the company
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Chapter 3: Knowledge Creation and Knowledge Architecture
The User Interface (Layer 1)
 Interface
between users
and the KM system
 Usually
as a web browser
 The
goal is to remove
barriers to information and
tacit (made explicit)
knowledge represented in
the data repositories
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Chapter 3: Knowledge Creation and Knowledge Architecture
The User Interface (Layer 1)
 User
interface should be
consistent, relevant,
visually clear, easy to
navigate, and easy to use
 Usability
testing by the
actual users is the final test
of acceptability
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Chapter 3: Knowledge Creation and Knowledge Architecture
Authorized Access Control
(Layer 2)
 Maintains
security and
ensures authorized
access to the
knowledge stored in
company’s repositories
 Access
points can be
intranet, Internet, and
extranet
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Chapter 3: Knowledge Creation and Knowledge Architecture
Authorized Access Control
(Layer 2)
Internet
Intranet
Public
Company
•News/events
•Marketing
•E-commerce
•Careers
•Human resource
information
•Production
information
•Sales
information
Extranet
Clients
Suppliers
Vendors
Partners
Customers
• Product
information
•Sales information
•Collaboration/cooperation
•Strategic plans
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Chapter 3: Knowledge Creation and Knowledge Architecture
Collaborative Intelligence and
Filtering (Layer 3)
 Personalized
views
based on roles and
stored knowledge
 Intelligent
agents
to reduce search
time for needed
information
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Chapter 3: Knowledge Creation and Knowledge Architecture
Knowledge-Enabling
Application (Layer 4)
 Referred
to as value-added layer
 Provides
knowledge bases, discussion
databases, automation tools, etc.
 Ultimate
goal: demonstrate by
knowledge sharing how employees’
performances are improved
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Chapter 3: Knowledge Creation and Knowledge Architecture
Transport Layer (Layer 5)

Most technical layer to
implement
 Includes LANs, WANs,
intranets, extranets, and the
Internet
 Ensures that the company
will become a network of
relationships
 Considers multimedia, URLs,
graphics, connectivity speeds,
and bandwidths
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Chapter 3: Knowledge Creation and Knowledge Architecture
Middleware (Layer 6)

Focus on interfacing with
legacy systems and
programs residing on
other platforms

Designer should address
databases and applications
with which KM system
interfaces

Makes it possible to connect
between old and new data
formats
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Chapter 3: Knowledge Creation and Knowledge Architecture
Physical Repositories (Layer 7)

Bottom layer in the KM
architecture
 Represents the physical
layer where repositories
are installed
 Includes data
warehouses, legacy
applications, operational
databases, and special
applications for security
and traffic management
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Chapter 3: Knowledge Creation and Knowledge Architecture
Build In-House, Buy, or
Outsource?




Trend is toward ready-to-use,
generalized software packages
Outsourcing is also a trend,
releasing technological design
to outsiders
Regardless of choice, it is
important to set criteria for the
selection
Question of who owns the
KM system should be
seriously considered
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Chapter 3: Knowledge Creation and Knowledge Architecture
End of Lecture Three
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Chapter 3: Knowledge Creation and Knowledge Architecture
In Class Discussion Exercise




Assume you are the person
responsible for making
decision on a KM project
How would you decide to
build or buy?
Based on the key elements
compared, and
The current state of your
organization preparedness
(thinking in terms of maturity
in layers of KM architecture)
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Chapter 3: Knowledge Creation and Knowledge Architecture
CHALLENGES IN BUILDING KM
SYSTEMS

Culture
— getting people to share knowledge

Knowledge evaluation
— assessing the worth of knowledge
across the firm

Knowledge processing
— documenting how decisions are
reached

Knowledge implementation
— organizing knowledge and integrating
it with the processing strategy for final
deployment
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Chapter 3: Knowledge Creation and Knowledge Architecture
Conventional
System Life Cycle
versus
KM System
Life Cycle
Recognition of Need and
Feasibility Study
Evaluate Existing
Infrastructure
Functional Requirements
Specifications
Form the KM Team
Logical Design (master
design plan)
Iterative
Knowledge Capture
Design KMS Blueprint
Physical Design (coding)
Verify and validate the KM
System
Testing
Iterative
Implementation (file
conversion, user training)
Operations and Maintenance
Implement the KM System
Manage Change and
Rewards Structure
Post-system evaluation
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Chapter 3: Knowledge Creation and Knowledge Architecture
Users Versus Experts
Attribute
User
Dependence on system High
Expert
Low to nil
Cooperation
Cooperation not
required
Usually cooperative
Tolerance for ambiguity Low
High
Knowledge of problem
High
Average/low
Contribution to system
Information
Knowledge/expertise
System user
Yes
No
Availability for system
builder
Readily available
Not readily available
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Chapter 3: Knowledge Creation and Knowledge Architecture
KM System Development
Life Cycle (8 Stages)


Evaluate existing infrastructure
Form the KM team

Knowledge capture
 Design KM blueprint (master plan)
 Test the KM system



Implement the KM system
Manage change and reward structure
Post-system evaluation
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Chapter 3: Knowledge Creation and Knowledge Architecture
Build vs. Buying
Option
Cost
In-house
Usually high
development
Time Factor
Much shorter than
development by
user
Customization
High, depending
on quality of
staff
Development Usually low
by end users
Depends on skills High to the user
set, system priority, specifications
and so forth
Outsourcing Medium to high Shorter than
in-house
High
Off-the-shelf Low to medium Nil
Solution
Usually up to
80% usable
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Chapter 3: Knowledge Creation and Knowledge Architecture
Knowledge Sharing Via
Teamwork
Initial
knowledge
Outcome
is realized
Team performs
a job
Outcome
compared
to action
New knowledge
reusable by same
team on next job
Knowledge
captured and
codified in a
form usable by
others
New
experience/
knowledge
gained
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