Principles of Knowledge management
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Knowledge ManagementThe ability to respond to unexpected stimuli through the efficient use of
intellectual assets
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TM Q:PIT is a trademark of Q:PIT Ltd, Milton Keynes, UK
® Capability Maturity Model, CMM, CMMI
The Q:PIT swirl is a registered trademark of Q:PIT Ltd, Milton Keynes, UK
NEEDING KNOWLEDGE
Understanding why you need to know
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Whole Brain Thinking
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Me
Ego
Spirit
Soul
Self
Between stimulus and response there is a space. In
that space is our power to choose our response. In
our response lies our growth and our freedom.Viktor E Frankl “Man’s Search for Meaning”
Whole Brain Thinking
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Between stimulus and response there is a space. In
that space is our power to choose our response. In
our response lies our growth and our freedom.Viktor E Frankl “Man’s Search for Meaning”
Business
Whole Brain Thinking
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Between stimulus and response there is a space. In
that space is our power to choose our response. In
our response lies our growth and our freedom.Viktor E Frankl “Man’s Search for Meaning”
Business
UNDERSTANDING KNOWLEDGE
Knowing what you need to know
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Internal External
Awareness
Responsiveness
Characteristics of Knowledge
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Know what you know
If Missing
• Extensive use of organization charts
• Management by edict
• Lack of sharing
• Static policies and procedures
• Focus on product lines
When Implemented
• Strengths and weaknesses are shared across silos and boundaries
• Leadership by listening
• Experience is openly shared
• Focus is on competencies and talents
Internal Awareness
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Internal External
Awareness Know what you know
Responsiveness Use your knowledge
Characteristics of Knowledge
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If Missing
• New ideas are stifled
• Reliance how things should get done (“That’s how we have always done it”)
• Hierarchical command and control
• Extensive department organization
When Implemented
• Internal awareness of resources availability
• Internal awareness of skills and talents
• Ability to instantly organize skills and talents based on external demands and opportunities
Internal Responsiveness
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Internal External
Awareness Know what you know Know your market
Responsiveness Use your knowledge
Characteristics of Knowledge
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If Missing
• Protracted client feedback loops
• Belaboured market research
• Reliance on product branding
• Few opportunities to react dynamically with clients
• Clients are classified by sales volume
• No market prediction
When Implemented
• Constant removal of filters with the market
• Forming partnerships with prospects and customers
• Partnerships with competitors
External Awareness
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Internal External
Awareness Know what you know Know your market
Responsiveness Use your knowledge Be there for the market
Characteristics of Knowledge
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If Missing
• Standardized products and distribution channels
• Innovations are rare and long-coming
• Focus on internal rate of return
When Implemented
• Meet the market on its own terms
• Understand the market even when it cannot formulate them
• Focus on customer service rather than pricing
• Knowledge is an added value for clients
External Responsiveness
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Internal External
Awareness Know what you know
Respond to the market
Responsiveness Use your knowledge Be there for the market
Characteristics of Knowledge
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IMPLEMENTING KNOWLEDGE
Learning to know what to use, learning to use what you know
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• Intermediation
– Transfer and Brokerage of Knowledge
• Through a knowledge repository (Asynchronous)
• Through the ability of relating rapidly the seeker and the knower (Synchronous)
Knowledge Application 1/4
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Implementation by Knowledge Type
Explicit Tacit
Groupware, Intranets, Profiling, Instant Messaging,
Communities of Practice
• Internalization
– Transfer Knowledge to Query
– Ability to find the knowledge in the repository
Knowledge Application 2/4
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Implementation by Knowledge Type
Explicit Tacit
Document Management, Visualization, Categorization
Mentoring
• Externalization
– Transfer Knowledge to Knowledge
– Organizing the Knowledge
• Capturing
• Classifying
• Sorting
Knowledge Application 3/4
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Implementation by Knowledge Type
Explicit Tacit
Search and Retrieval Agents Apprenticeship
• Cognition
– Transfer Knowledge to Process or Application
Knowledge Application 4/4
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Implementation by Knowledge Type
Explicit Tacit
Work flow, Decision Trees, Case Management
Intuition
KNOWING KNOWLEDGE
Conclusion
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KM LC & CMMI
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The Improvement Organization
Continuous Improvement
The Work Organization
Work-plansWork-plans Work-plans
TailoringGuidelines
Organization’sMeasurement
Repository
Organization’s Process
Asset LibraryStandard Process Set
Organizational
Performance
Improvement
Defined ProcessDefined Process Defined Process
Life Cycle Descriptions
23©Q:PIT Ltd 2010-2012 - Based on “Introduction to CMMI” ©SEI 2006
Process Architecture
Training of People
OPD OPF IPM/IWM OT PPQA
Strategy & Standard Services
Q&A
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Contact Information• Peter Leeson
– Q:PIT LtdPO Box 6066Milton KeynesMK1 9BHUnited Kingdom
– Tel: +44 (0)20 8433 4120– Mobile/Cell: +44 (0)773 998 98 67– E Mail: [email protected]– Skype: qpitpjl– Internet: http://www.qpit.net– Blog: http://www.qpit.net/Blog
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