3. Knowledge Management

Cycle

Knowledge Management Introduction♻ 2008 Lecture Slides

Stefan Urbanekstefan.urbanek@gmail.com

http://stiivi.comStiivi

Four Models*

☛ book p. 26

presentdistributestorerefineacquire Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

Knowledge Processing Environment

Knowledge

Production

Knowledge

Integration

Business

Processing

Environment

Organizational Knowledge

Distributed Organizational

Knowledge Base

beliefs and claims

single loop learning

beliefs and claimsdouble loop learning

Build Hold ApplyPool

obtain

analyze

reconstruct

synthesize

codify

model

organize

remember

accumulate in

repositories

embed in

repositories

archive

coordinate

assemble

reconstruct

synthesize

access

retrieve

perform tasks

survey

select

observe

synthesize

evaluate

decide

implement

Zack1996

Bukowitz and Williams1996

McElroy2003

Wiig1993

*clickable, ❖☚ returns here

Effective KM

identify, generate, acquire, diffuse and capture

clear distinction must be made between information and true knowledge assets

Meyer and Zack1996

❖☚

Research and knowledge about the design of physical products can be extended into the intellectual realm to serve as the basis

for a knowledge management cycle.

☛ book p. 26❖☚

Platforms

product platform

knowledge repository

information process platform

knowledge refinery

❖☚

Information Unit

formally defined atom of informationto be

stored

retrieved

manipulated

❖☚

Meyer and Zack

presentdistributestorerefineacquire

calls and surveys

analyze, interpret,

report

edit and format

decompose, index, link

indexed and linked

knowledge units

via web and groupware

interactive selection of knowledge

units

sources users

❖☚

Acquisition

issues of raw materials

scope, breadth, depth, credibility, accuracy, timelines, relevance, cost, control and exclusivity

“garbage in, garbage out”

data has to be in highest quality

presentdistributestorerefineacquire

❖☚

Refinement

primary source of added value

physical refinement

moving between mediums

logical refinement

restructuring, (re)labeling, indexing and integrating

cleaning up / sanitizing content

presentdistributestorerefineacquire

❖☚

Storage and Retrieval

bridge from acquisition and refinement to product generation

physical

folders, printed information

digital

database

knowledge management software presentdistributestorerefineacquire

❖☚

Distribution

how information is delivered to end users

fax, print, email, publication on a web page

timing, frequency, form, language,...

presentdistributestorerefineacquire

❖☚

Presentation

context plays important role

users have to have enough context to be able to make use of a content

presentdistributestorerefineacquire

❖☚

Bukowitz and Williams

2000

❖☚

Bukowitz and Williams

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

☛ book p. 32❖☚

Get

seek out needed information

for decision making, problem solving or innovation

think of information overload

user needs must be well understood

know where knowledge resources exist

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

❖☚

Use

how to combine information

in new and interesting ways to foster organizational innovation

focus on individuals and then on groups

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

❖☚

Learn

learning from experiences

means of creating competitive advantage

creation of organizational memory

best practices and lessons learned

transition between application and generation

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

❖☚

Contribute

getting employees to post

what they have learned

making knowledge visible and available

sharing

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

❖☚

Assess

evaluation of intellectual capital

definition of mission-critical knowledge

map of current intellectual capital

against future knowledge needs

requirements for new set of processes

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

❖☚

Build/Sustain

allocation of resources

to growth and maintenance of knowledge

creation of new knowledge

reinforcement of existing knowledge

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

❖☚

Divest

identification of obsolete knowledge

knowledge that gives no value any further

examination of resources required

to maintain knowledge

redeploying, outsourcing or terminating

Knowledge

Get

Use

Learn Contribute

Asses

Build/Sustain

Divest

❖☚

McElroy2003

❖☚

Knowledge is held...

subjectivelyin minds of individuals and groups

objectivelyin explicit forms

☛ book p. 35❖☚

Knowledge usein business-processing environment

matched expectations

reinforcement of existing knowledge

leads to reuse

double-loop learning

failed to match expectations

adjustments in business processing behavior

single-loop learning

❖☚

McElroy CycleKnowledge Processing Environment

Knowledge

Production

Knowledge

Integration

Business

Processing

Environment

Organizational Knowledge

Distributed Organizational

Knowledge Base

beliefs and claims

single loop learning

beliefs and claimsdouble loop learning

☛ book p. 36❖☚

Knowledge Production Process

Formulate Problem

Claim

Individual and

Group Learning

Knowledge Claim

Formulation

Information

Acquisition

Knowledge Claim

Evaluation

surviving?

falsified?

undecided?

codified

knowledge claim

❖☚

Knowledge Integration

introduction of new knowledge claims

to organization’s operating environment

retirement of old knowledge claims

❖☚

Validation

Validation of knowledge is a step that clearly distinguishes knowledge management from

document management.

The KM cycle focuses on processes to identify knowledge content that is of value to the organization

and its employees.

❖☚

Wiig1993

❖☚

Wiig Conditions

business and customers

products and services

resources

people, capital and facilities

ability to act

organization must have ...

☛ book p. 38❖☚

Knowledge...

… is the principal force that determines and drives the ability to act intelligently

❖☚

Four Steps

Build Hold ApplyPool

obtain

analyze

reconstruct

synthesize

codify

model

organize

remember

accumulate in

repositories

embed in

repositories

archive

coordinate

assemble

reconstruct

synthesize

access

retrieve

perform tasks

survey

select

observe

synthesize

evaluate

decide

implement

☛ book p. 39, 42❖☚

Building Knowledge

obtain knowledge

analyze

reconstruct/synthesize

codify

organize

❖☚

Obtaining Knowledge

research and development projects

innovations by individuals

experimentation

reasoning with existing knowledge

hiring new people

❖☚

Knowledge Analysis

extracting – from obtained material (transcripts, identify themes)

abstracting – from model or a theory

identifying patterns – trend analysis

explaining relations between knowledge fragments

verifying – that meaning has not been corrupted through summarizing

☛ remember the “One Example” from lecture !2

❖☚

Synthesis or Reconstruction

generalization of analyzed material

to obtain broader principles

generating hypotheses

establish conformance

between new and existing knowledge

update knowledge pool

incorporate new knowledge

❖☚

Codifying and Modeling

accord with mental models

knowledge should be codified in the way that it would be understandable by employees and will fit employees way of thinking, doing things and interpreting things

how knowledge is assembled

how knowledge is documented

❖☚

Organization of Knowledge

… for specific uses and according to an established organizational framework

classes? hierarchy? FAQ list? …?

?

❖☚

Holdingremembering

knowledge has been internalized or understood

accumulatingknowledge has been encoded and stored in a knowledge base

embeddingknowledge becomes part of procedure manual

archivingcreating a library, systematically retiring out-of-date or not relevant knowledge

❖☚

Poolingcoordination of knowledge

formation of collaborative teams

“who knows what” network

assembly

into background references

access and retrieval

be able to consult with knowledgeable people or knowledge base

1+1 = ? 2

❖☚

Application

anyhow*

*to increase positive business results❖☚

Integrated Cycle

❖☚

Integrated Cycle

capture and creation

sharing and dissemination

acquisition and application

assess

contextualizeupdate

☛ book p. 43❖☚

“☛ Book” references:

Kimiz Dalkir:Knowledge Management in Theory and Practice

Elsevier 2005