Transcript KM chapter 1

Rami Gharaibeh
©
Knowledge Management
Module I
Essentials of Knowledge Management
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Many Questions
~ What is knowledge ?
~ How knowledge is different from information ?
~ What is knowledge management ?
~ Can we capture knowledge ?
~ Can we store knowledge ?
~ Is KM a new thing ?
~ Do we need KM for luxury or survival ?
~ How knowledge acquisition is different from learning
?
~ How knowledge transfer is different from education ?
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Many Questions
This training course will enable the trainees to answer
these questions as well as many other relevant ones.
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Management
The essence of management is decision making
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Management
The essence of management is decision making
Decision making is the process of selecting an
alternative among two or more possible alternatives
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Management
The essence of management is decision making
Decision making is the process of selecting an
alternative among two or more possible alternatives
The right selection depends on the successful
expectation of the outcomes of each alternative and
matching these outcomes with the desired goal
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Management
The essence of management is decision making
Decision making is the process of selecting an
alternative among two or more possible alternatives
The right selection depends on the successful
expectation of the outcomes of each alternative and
matching these outcomes with the desired goal
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Decision Making
The decision making process takes place under one of
three conditions:
~ Under certainty
~ Under risk
~ Under uncertainty
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Decision Making
Under Certainty
Outcome A
Alternative A
REALITY
Selection
Alternative B
Outcome B
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Decision Making
Under Certainty
GOAL
Outcome A
Alternative A
REALITY
Selection
Alternative B
Outcome B
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Decision Making
Under Certainty
GOAL
COMPARE
Outcome A
Selection
REALITY
Outcome B
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Decision Making
Under Certainty
GOAL
Outcome A
COMPARE
Selection
REALITY
Outcome B
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Decision Making
Under Certainty
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Decision Making
Under Certainty
Location A
ADDRESS
LEFT
Selection
STRAIGHT
Location B
RIGHT
Location C
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Decision Making
Under Risk
Outcome A.1
30%
70%
Outcome A.2
Alternative A
REALITY
Selection
Alternative B
80%
Outcome B.1
20%
Outcome B.2
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Decision Making
Under Risk
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Decision Making
Under Uncertainty
?
Alternative A
REALITY
Selection
Alternative B
?
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Decision Making
Under Uncertainty
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Business Environment
Drivers of Uncertainty
~ Number of interacting factors (simple vs. complex)
~ Factors’ rate of change (static vs. dynamic)
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Decision Making
Levels of Uncertainty
Simple
Complex
Static
Low perceived uncertainty
Moderately low perceived
uncertainty
Dynami
c
Moderately high perceived
uncertainty
High perceived uncertainty
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Decision Making
Levels of Uncertainty
Simple
Complex
Static
Low perceived uncertainty
Moderately low perceived
uncertainty
Dynami
c
Moderately high perceived
uncertainty
High perceived uncertainty
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Decision Making
Levels of Uncertainty
Low
uncertainty
Moderately
low
uncertainty
Moderately
high
uncertainty
High
uncertainty
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Decision Making
Certainty vs. Uncertainty
~ Uncertainty implies unknowing the outcomes of each
feasible alternative
~ Decision making under uncertainty is very dislikeable
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Decision Making
Certainty vs. Uncertainty
The information revolution has shaken the stability of
the business environment causing the conditions of
many decision makings to change from certainty to
uncertainty
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Decision Making
Certainty vs. Uncertainty
Low
uncertainty
Moderately
low
uncertainty
Moderately
high
uncertainty
High
uncertainty
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Decision Making
How to Encounter Uncertainty ?
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Decision Making
How to Encounter Uncertainty ?
LEARNING
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Decision Making
How to Encounter Uncertainty ?
Low
uncertainty
Moderately
low
uncertainty
Moderately
high
uncertainty
High
uncertainty
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Decision Making
How to Encounter Uncertainty ?
Village A
Village B
Acquire information about the outcomes of each alternative
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Learning
The American Heritage Dictionary
Learn:
~ To gain knowledge
~ To cause to acquire knowledge
~ To acquire experience or ability or skill
~ To become aware
~ To become informed
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Learning
Learning is About
~ Information acquisition
~ Knowledge acquisition
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Learning
Information Acquisition
Referred to as, knowing that
For example
~ learning the names of things (cave, house, elephant)
~ Learning concepts (farming, settling, trading)
~ Learning descriptions (big, thin, beautiful)
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Learning
Knowledge Acquisition
Referred to as, knowing how
For example
~ learning to build a house
~ Learning to grow crops
~ Learning to design an airplane
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Learning
Which is More Important ?
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Learning
Which is More Important ?
Throughout history, man’s survival was more related to
knowing how than knowing that
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Learning
Which is More Important ?
Knowing how to hunt an elephant is more important
than naming it or describing it.
So is knowing how to grow crops, to make weapons, to
drive a car, to cure illness, etc.
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Learning
If learning is not new
What is new then ?
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Learning
If learning is not new
What is new then ?
Organizational Learning
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The Learning Organization
In order to survive in the uncertain business
environment, organizations have to learn; that is,
organizations have to avoid making decisions under
uncertainty
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The Learning Organization
Organizational learning is about the acquisition of
information and knowledge when making decisions
Organizational learning involves adjustment of
behavior to reflect the gained experience
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The Learning Organization
A learning organization is about the frequency at which
an organization performs organizational learning
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The DIK Hierarchy
Data, Information and Knowledge
knowledge
information
data
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The DIK Hierarchy
Data, Information and Knowledge
knowledge
information
learning
data
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The DIK Hierarchy
information
data
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The DIK Hierarchy
information
structuring
Analyzing
Mining
data
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The DIK Hierarchy
Example
List of patients admitted to a
hospital in a month
information
structuring
Analyzing
Mining
data
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The DIK Hierarchy
Example
Statistics on admitted patients:
Age
Gender
Diseases
information
Districts
structuring
Analyzing
Mining
data
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The DIK Hierarchy
information
Hidden relationships:
Example
Districts with illness
Time of year with illness
and with gender
structuring
Analyzing
Mining
data
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The DIK Hierarchy
Other
individuals
information
data
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The DIK Hierarchy
Other
individuals
information
Example
the individual who created
the information from data
provides the information
to his/her manager
data
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The DIK Hierarchy
Other
individuals
information
Example
Clews in a crime scene
data
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The DIK Hierarchy
knowledge
Information
sources
information
data
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The DIK Hierarchy
Pull vs. Push Learning
knowledge
Information
sources
information
Self-based
learning
data
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The DIK Hierarchy
Pull vs. Push Learning
knowledge
Instructors
information
data
instructor-based learning
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The DIK Hierarchy
Learning
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The DIK Hierarchy
instructor-based learning
self-based learning
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The DIK Hierarchy
Instructor-based Learning
~ School education
~ College education
~ Training programs
Self-based Learning
~ Work experience
~ Self study and research
~ Life experience
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The DIK Hierarchy
Data
A common definition
Simple or raw facts
examples
~ name of a person
~ Price of a merchandise
~ color of the sky
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The DIK Hierarchy
Information
A common definition
Data structured in a meaningful format
An interesting definition
There is nothing that is not information
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The DIK Hierarchy
Definitions
Even data carry information
Data
information
Mohammad
He is Muslim. He is male
Katrina
She is Russian. She is female
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The DIK Hierarchy
Definitions
Even data carry information
Data
information
Sky is blue
It will not rain
Sky is dark
It will rain
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The DIK Hierarchy
Definitions
Even lack of information is information
There is no sound inside the house
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The DIK Hierarchy
Definitions
Even lack of information is information
There is no sound inside the house
The kids must be sleeping
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The DIK Hierarchy
Knowledge
Many definitions
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The DIK Hierarchy
Knowledge
~ “justified true belief”
~ information in context
~ understanding based on experience
~ the capacity for effective action
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The DIK Hierarchy
Knowledge
~ Philosophical perspective
~ Business perspective
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The DIK Hierarchy
Knowledge in Business
What is the problem for organizations ?
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The DIK Hierarchy
Knowledge to Business
We are living the knowledge-based business paradigm
A few youngsters with a web site could create profit
more than a large manufacturing company
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The DIK Hierarchy
Knowledge to Business
Human intelligence is an important organizational
resource
Creative employees are able to continuously envision new
opportunities and provide better solutions to business problems
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The DIK Hierarchy
Knowledge to Business
Knowledge is the capacity to solve business
problems
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The DIK Hierarchy
Information vs. Knowledge
~ Organizational information is preserve able
~ Organizational knowledge seems not; knowledgeable
employees could easily leave the organization taking their
knowledge with them
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The DIK Hierarchy
Information vs. Knowledge
~ Organizational information is preserve able
~ Organizational knowledge seems not; knowledgeable
employees could easily leave the organization taking
their knowledge with them
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The DIK Hierarchy
Information vs. Knowledge
~ Organizational information is preserve able
~ Organizational knowledge seems not; knowledgeable
employees could easily leave the organization taking their
knowledge with them
Is it their knowledge or the organization’s knowledge
?
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Organizational Knowledge
~ Organizations invest in their employees, so they do have a right in
the knowledge that the employees are holding cognitively
~ While serving as employees, knowledge acquisition and sharing
needs to be effectively and efficiently nurtured.
~ When employees plan to leave, their organizations are entitled for a
copy of their knowledge.
This calls for Knowledge Management
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Knowledge Management
What is Knowledge Management ?
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Knowledge Management
knowledge management is the management of
knowledge processes
~ knowledge transfer
~ knowledge representation
~ knowledge storage
~ knowledge creation
~ knowledge acquisition
~ knowledge sharing
~ knowledge application
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Knowledge Transfer
If knowledge acquisition falls under learning, what
does knowledge transfer fall under ?
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Knowledge Transfer
If knowledge acquisition falls under learning,
what does knowledge transfer fall under ?
Knowledge transfer falls under teaching or
training
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Knowledge Transfer
If knowledge acquisition falls under learning,
what does knowledge transfer fall under ?
Knowledge transfer falls under teaching or
training
Which is instructor-based learning
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Information Transfer
Shannons’s Mathematical Theory of Communication
~ A theory to measure the amount of information in a signal
~ Communication involves the sending of a signal of some type
through some medium to a receiver
~ Noise in the channel could interfere with the clarity of the signal
causing difficulty in decoding at the receiver end
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Information Transfer
Shannons’s Mathematical Theory of Communication
~ The concepts underlying the theory may be expanded to a broader vision
of communication
~ The signal may be taken to mean information
~ Communication then is a process involving transmission of information in
whatever form via whatever vehicle to a receiver
~ Information is the stuff of communication
~ Information is not limited to language or words. There is information in
level of excitement, tone of voice, speed of speech, movements and even
moments of silence
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Information Transfer
Information
Is input from any source that has the potential to affect,
reduce, or supplement a state of uncertainty to allow
decisions to be made or communication to occur
Norton, Melanie
Introductory concepts in information science
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Information Transfer
Information
~ Data may be a source of information
~ Knowledge may be a source of information
~ Shapes of things around us may be a source of
information
~ Our environment continuously communicate information
which we receive through our sensory system and we
attempt to interpret it in order to decrease uncertainty
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Information Transfer
Information
~ Hence, information transfer implies:
Receiver
Transmitter
Person A
Information
Person B
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Information Transfer
Information
Decreasing uncertainty requires gaining more information,
but increasing information may not always resolve
uncertainty
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Knowledge Transfer
Can knowledge replace information in being the stuff of
communication ?
Receiver
Transmitter
Person A
?
knowledge
Person B
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Knowledge Transfer
~ If yes, then knowledge can be directly transmitted
through some type of medium to a receiver
~ If knowledge can be directly transmitted , then
knowledge is somehow sensible
~ BUT, we already have identified every sensible thing as
information
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Knowledge Transfer
~ Unlike data and information, knowledge is insensible
~ Knowledge cannot exist outside human cognition
~ Anything outside human cognition is either data or
information
~ Why do we need to invent something new like explicit
knowledge ?
~ How then would we differentiate between explicit
knowledge and information ?
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Knowledge Transfer
~ Knowledge is non-transferable directly
~ To transfer knowledge it has to be first transformed into
information
~ Hence, knowledge transfer implies:
transformation + communication + interpretation
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The DIK Hierarchy
Person A
Person B
knowledge
knowledge
representation
information
information
data
data
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The DIK Hierarchy
Person A
Person B
knowledge
knowledge
information
data
communication
information
data
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The DIK Hierarchy
Person A
Person B
knowledge
knowledge
interpretation
information
information
data
data
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Knowledge Transfer
Knowledge transfer
=
Knowledge representation
+
information communication
+
information interpretation
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Knowledge Transfer
Knowledge transfer
=
Knowledge representation
+
information communication
+
information interpretation
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Knowledge Representation
~ Knowledge may act as a source of information
~ We transform knowledge into information through a process
that we call knowledge representation
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Knowledge Representation
Is the represented knowledge (information) equal to the
original knowledge ?
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Knowledge Representation
Is the represented knowledge (information) equal to the
original knowledge ?
Is a photo of a natural landscape equal to the landscape
itself ?
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Knowledge Representation
Is the represented knowledge (information) equal to the
original knowledge ?
Is a photo of a natural landscape equal to the landscape
itself ?
CERTAINLY NOT
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Knowledge Representation
KNOWLEDGE
KNOWLEDGE
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Knowledge Representation
Represented knowledge is an inferior depiction
of original knowledge
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Knowledge Representation
Represented knowledge is an inferior depiction of
original knowledge
The trick is to minimize the amount of inferiority
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Knowledge Representation
KNOWLEDGE
KnoWLEDGe
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Knowledge Representation
KNOWLEDGE
KKOwLEGDE
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Knowledge Representation
Is knowledge representation a new concept ?
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Knowledge Representation
Is knowledge representation a new concept ?
CERTAINLY NOT
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Knowledge Representation
How about ancient scripts ?
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Knowledge Representation
How about new languages ?
There is a relationship between the level of civilization and the
amount of population. As the level of civilization increases,
the amount of population increases.
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Knowledge Representation
How about mathematical equations ?
Y = level of population
X = amount of civilization
Y = 1.4 X + 3.6
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Knowledge Representation
How about graphical illustration ?
amount of population
level of civilization
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Knowledge Representation
How about drawings ?
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Knowledge Representation
How about modeling ?
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Knowledge Representation
Obviously, there are many knowledge representation
techniques
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Knowledge Representation
Obviously, there are many knowledge representation
techniques
So, what is the best knowledge representation technique ?
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Knowledge Representation
The best representation technique is the one that allows
the production of rich information
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Knowledge Representation
Rich Information
Allows the recipient to easily and correctly interpret it in
the smallest period of time
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Knowledge Representation
Rich information would produce the best depiction of
original knowledge, thus minimizing inferiority
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Knowledge Representation
Person A
Person B
knowledge
knowledge
representation
interpretation
information
data
communication
information
data
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Knowledge Representation
Person A
Person B
knowledge
knowledge
representation
interpretation
information
data
communication
information
data
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Knowledge Representation
knowledge
interpretation
Information
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Knowledge Representation
knowledge
The richer
interpretation
Information
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Knowledge Representation
knowledge
The easier
interpretation
Information
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Interpretation
rieht mrof elpoep woh gnidnatsrednu ni detseretni saw (1993Rouse (
fo gnidnatsrednu nA .snoisiced rieht ekam yltneuqesnoc dna snoitpecrep
’sremotsuc eht tuoba ytniatrecnu eht tnorfnoc dluow ssecorp siht
perception of a product and ensuring the formation of positive perceptions.
.ledom (1993s (’shows Rouse5 Figure
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Interpretation
Nature
Knowledge
Beliefs
Needs
Perception
Decisions
Information
Nurture
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Interpretation
~ Knowledge refers to education and experience
~ Nature refers to genetic influences
~ Nurture refers to effects of childhood, cultural influences, economic
situations, etc.
~ Information is what is known about the object of perception
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Interpretation
Rouse contends that the potential effect of needs and beliefs
is the highest, but it takes long time to create a change in
those constructs
Changing information is quicker but it has less effect on
changing the perception.
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Knowledge Representation
So, which knowledge representation technique results in
richer information ?
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Knowledge Representation
So, which knowledge representation technique results in
richer information ?
Consider an example
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To improve life in city X, its government carries out developmental projects. The
number and type of developmental projects affect city X’s level of modernization. The
modernization level changes proportionally and immediately with the changes in spending
on developmental projects.
However, the increase in city X’s level of modernization has been attracting people from
other cities. The change in the number of people moving from other cities is estimated
at double the change in the level of modernization. When deciding to move to city X, it
takes people from other cities three months to actually move. Their number affects the
number of inhabitants of X proportionally and immediately.
Unfortunately, as the number of inhabitants increases, the amount of garbage increases
from what it was proportionally and immediately. The increase in the amount of garbage
increases the risk of fatal disease; the change in the number of people affected by fatal
diseases is half the change in the amount of garbage. It takes two months for the number
affected by fatal diseases to change when the amount of garbage changes.
Fatal diseases cause loss of life. The change in the number of X’s inhabitants is
proportional but algebraically negative to the change in its number of inhabitants
affected by fatal diseases. It takes two months for diseases to have an effect on the number
of inhabitants.
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The Government’s
Developmental Projects
Comprehensive Situation Mapping
William Acar (1983)
+ 1, 0 m
The Amount of
Garbage
+ 1, 0 m
The Number of
Inhabitants of City
X
The Modernization
Level of City X
+ .5, 2 m
– 1, 2 m
The Number of Inhabitants
Affected by Fatal Diseases
+ 1, 0 m
+ 2, 3 m
The Number of People Moving to
City X from Other Cities
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Knowledge Representation
Rouse’s Model Using CSM
Nature
Knowledge
+ 5, 36 m
+ 3, 0 m
Needs
Beliefs
+ 5, 0 m
Perception
Decisions
+ 1, 0 m
+ 5, 36 m
Information
Nurture
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Knowledge Representation
Rouse’s Model with DIK
Acquired
knowledge
Current
knowledge
Nature
+ 5, 36 m
+ 3, 0 m
Needs
Beliefs
+ 5, 0 m
interpretation
+ 1, 0 m
+ 5, 36 m
Information
Nurture
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Knowledge Storage
Storing the represented knowledge
~ The language (text or audio)
~ The equations
~ The drawings
~ The models
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Knowledge Sharing
Direct knowledge transfer or allowing access to
knowledge storage
~ Lecturing
~ Audio/video conferencing
~ Printed material
~ CDs and DVDs
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Knowledge Creation
This is the result of discoveries, innovation or R&D
~ No one knew the knowledge before its creator
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Knowledge Acquisition
Takes place when an individual successfully
interprets a received information
~ All knowledge creation processes involves knowledge
acquisition processes
~ Knowledge creators shares their knowledge with others
allowing them to acquire new knowledge
~ NOT all knowledge acquisition processes involves
knowledge creation processes
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Knowledge Application
When knowledge is put into action to make
righteous decisions and solve problems
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Wisdom
Knowledge vs. Wisdom
Does the application of knowledge always lead
to solving a problem ?
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Wisdom
Knowledge vs. Wisdom
The degree to which a problem is solved and
the frequency of maintaining high success
degrees is a personal matter
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Wisdom
Knowledge vs. Wisdom
So, knowledge is about knowing the right
option to solve the problem and the procedure
for applying the option
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Wisdom
Knowledge vs. Wisdom
So, knowledge is about knowing the procedures
for solving the problems
Wisdom is about the frequency of successfully
applying the procedures for solving the
problems
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Wisdom
Knowledge vs. Wisdom
Wisdom depends on the skills of the
knowledgeable individual
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Wisdom
Knowledge vs. Wisdom
wisdom
Skillful application
knowledge
information
data
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END
MODULE I
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