The Conference Board EuropeThe Conference Board Europe1999 Conference on Knowledge 1999 Conference on Knowledge

ManagementManagement“Implementing Successful Knowledge “Implementing Successful Knowledge

Management Projects”Management Projects”Session D - Parallel Workshop SessionsSession D - Parallel Workshop Sessions

Topic 2 - TechnologyTopic 2 - Technology

Dr Richard ErskineDr Richard ErskineTechnical DirectorTechnical Director

PricewaterhouseCoopers Kinesis PricewaterhouseCoopers Kinesis

BrusselsBrusselsConrad International HotelConrad International Hotel

28th September 199928th September 1999

KnowledgeKnowledge

“A fluid mix of framed experience, values, contextual information and expert insight that provides a framework for evaluating and incorporating new experiences and information. In organisations, it often becomes embedded not only in documents and repositories but also in organisational routines, processes, practices and norms.”

(Davenport)

Working Definition for This TalkWorking Definition for This Talk

““Knowledge Management aims to ensure that both Knowledge Management aims to ensure that both staticstatic and and dynamicdynamic information about a business are captured, managed information about a business are captured, managed and effectively re-used, and that this applies to both and effectively re-used, and that this applies to both explicitexplicit and and implicitimplicit domains” domains”

Knowledge Management Solutions are based on the Knowledge Management Solutions are based on the consulting and technological elements - approaches, consulting and technological elements - approaches, techniques and tools - that support the implementation of techniques and tools - that support the implementation of Knowledge ManagementKnowledge Management

Illustration of KeywordsIllustration of Keywords– Static - a “design of software architecture”Static - a “design of software architecture”– Dynamic - the “process for approving software architecture”Dynamic - the “process for approving software architecture”– Explicit - the protocols and interfaces used in the architectureExplicit - the protocols and interfaces used in the architecture– Implicit - the influence of this designer’s background on the designImplicit - the influence of this designer’s background on the design

The Birth Of “Knowledge Management”The Birth Of “Knowledge Management”

The Knowledge Management “movement” was pushed The Knowledge Management “movement” was pushed initially by Full-Text Retrieval (FTR) vendors such as initially by Full-Text Retrieval (FTR) vendors such as Fulcrum, Verity and Dataware wanting to re-invent Fulcrum, Verity and Dataware wanting to re-invent themselvesthemselves

Naïve Intranet developments (not to mention the greater Naïve Intranet developments (not to mention the greater internet), with disorganised collections of information (poor internet), with disorganised collections of information (poor probity and value), provided impetus for thisprobity and value), provided impetus for this

Idea that “search agents” could then do this across any Idea that “search agents” could then do this across any source of documents (on file servers, in Lotus Notus, on source of documents (on file servers, in Lotus Notus, on intranets, etc.) leading to new “Knowledge Management” intranets, etc.) leading to new “Knowledge Management” product offering product offering

Emphasis has been in ‘feeding off the pool of knowledge’Emphasis has been in ‘feeding off the pool of knowledge’

Consulting’s Response to the KM Consulting’s Response to the KM ChallengeChallengeConsulting had for some time recognised the power of the Consulting had for some time recognised the power of the

distinction between data, information and knowledge …distinction between data, information and knowledge …

The birth of “Knowledge Management” has spawned a new The birth of “Knowledge Management” has spawned a new consulting industry, but with it a great deal of consulting industry, but with it a great deal of disagreement about what it meansdisagreement about what it means

Emphasis has been in the soft area of ‘Knowledge Emphasis has been in the soft area of ‘Knowledge Dynamics’Dynamics’

WISDOM

KNOWLEDGEINFORMATION

DATA

Increasing sophistication

Knowledge need not be Tacit!Knowledge need not be Tacit!Knowledge can be Tacit or Explicit

Assumption often made that Tacit is the most important (statements like “90% of knowledge is tacit”) are bogus and unverifiable

The real measure is the level of formality, which is either

•Necessary (e.g. in a regulated industry), or

•Useful (e.g. because it helps improve quality outcomes)

and the answer will be different for different roles within different businesses (e.g. Pharma manufacturing is very formal whereas Pharma discovery is very informal).

Aim of WorkshopAim of Workshop

To explore technological aspects of Knowledge ManagementTo explore technological aspects of Knowledge ManagementTo look at the analysis & design aspects of using technologyTo look at the analysis & design aspects of using technologyTo make distinctions between the diverse technological To make distinctions between the diverse technological

typestypes– collaborationcollaboration– associationassociation– miningmining– alertingalerting– search & retrieval, old & newsearch & retrieval, old & new– content managementcontent management– decision supportdecision support– artificial intelligenceartificial intelligence– process automationprocess automation– others?others?

To look at personal experiences of KM projectsTo look at personal experiences of KM projectsTo discuss issues and challenges with technology todayTo discuss issues and challenges with technology today

KM Solutions involve variety of Tools & KM Solutions involve variety of Tools & TechniquesTechniques

Workflow and workmanagement

Intranets /ExtranetsData warehouses

Internet web sites

File Servers

Groupware

DocumentManagement

Email

Web Browser

KnowledgeManagement

“System”

Knowledge Mapping

Intelligent Agents

Brainstorming

Video conferencing

Virtual meetings

Directory

Push / channels

Information Objects - Generalised KM Information Objects - Generalised KM building blocksbuilding blocksTimeless characteristics - of documents and “information Timeless characteristics - of documents and “information

objects” - irrespective of form of containerobjects” - irrespective of form of containerStill need a repository that supports services like version controlStill need a repository that supports services like version control

policy,policy,procedures &procedures &processes fromprocesses frombirth to deathbirth to death

contextualcontextualinformationinformation

rendering &rendering &“publishing”“publishing”

linkinglinkinginformationinformation

embeddinginformation

INFORMATIONINFORMATION++

METHODSMETHODS

security, accesssecurity, access

& authentication & authentication

indexing &indexing &searchsearch, including

content searching (Mining)

creation &creation &compositioncomposition

version control,version control,configuration managementconfiguration management

& & auditabilityauditability

KM Technology RolesKM Technology Roles

TacitKnowledg

e

ExplicitKnowledge

Technology to assist in informal

collaborative knowledge sharing

e.g. Autonomy

Technology to support specific roles having access to the right information at the right time & place

e.g. Documentum

Techniques & Tools to enable transition (when

useful) from Tacit to Explicit

e.g. Process Analysis &

Semantic Analysis

Indeterministic problem solving

Deterministic problem solving

In Many cases Tacit->Explicit achieved by In Many cases Tacit->Explicit achieved by BPABPA

The KM community have confused a substantive issue The KM community have confused a substantive issue by referring to“tacit knowledge”, implying it cannot be by referring to“tacit knowledge”, implying it cannot be documented. Business Process Analysis can often do documented. Business Process Analysis can often do this.this.

All* processes can beAll* processes can bedocumented at somedocumented at somelevel of granularitylevel of granularity

Here we have usedHere we have useda Role Activitya Role ActivityDiagramDiagram

Process models alwaysProcess models alwaysmore powerful than more powerful than a search engine ina search engine inensuring repeatabilityensuring repeatability

Company FinancialAdministrator

Auditor

end of financial year

prepare company accounts

request audit

carry out site visit

discuss issues

prepare audit report

pass over report

audit complete

End of Year Accounts Process

* Not necessarily those involving manual skills like Piano playing

Bid Team Member

Lead Sales Person

A Fragment from the PwC Kinesis Sales Process

Bid Manager

Hand-over responsibility for generatingproposal (note that BM may be same player)

Stage in Opportunityplan completed

Abort

Do nextstage

in Plan

Start Bid Team Member roles

Well formedProposal

Identify Bid Team matched to OpportunityPlan proposal development stages

Develop Proposal as far as planned stage using sales resourceseg. SOC, TOB, TOE, SLD,Methodologies,Pricing Models, etc.

OpportunityAborted

Stage Review of Proposal

Ready

Bid Team mobilised

Initial Opportunity Qualificationcompleted successfully

Start Bid Manager role

An Analysed & Documented ProcessAn Analysed & Documented ProcessInstantiating and Running a RAD Process Model

The “Business Process Capture” ProcessThe “Business Process Capture” ProcessIdentify the distinct process of interest within the business.Identify the distinct process of interest within the business.

Gather together the “Roles” involved in selected processGather together the “Roles” involved in selected process

Facilitate an analysis of the process using an appropriate Facilitate an analysis of the process using an appropriate technique (such as Role Activity Diagramming) to show technique (such as Role Activity Diagramming) to show Roles, Responsibilities, Interactions, Tasks and business Roles, Responsibilities, Interactions, Tasks and business process logic. Publish result.process logic. Publish result.

Conduct change management to ensure use of agreed Conduct change management to ensure use of agreed process and to encourage feedback on the business process process and to encourage feedback on the business process model.model.

Business Process owner maintains the model and Business Process owner maintains the model and periodically re-publishes, aligned to business change.periodically re-publishes, aligned to business change.

We now understand process’ “Knowledge Dynamics”We now understand process’ “Knowledge Dynamics”

…1023 23 5 11...

…

Full Text Database - How They WorkFull Text Database - How They Work(classic search engine load process)(classic search engine load process)

“… the cat sat on the mat …” (ascii stream)

Filter out formatting etc

Source W/P

Ascii

Parse text in order to build both a dictionary (balanced binary tree) and an inverted file (tuples giving unique position of every word (which is not a “stop word”)

…1023 23 5 10...

Add each new word instance

<Doc> <Para> <Sentence> <Word>

…

…

<#cat> cat…<#sat> sat

INVERTED FILE

DICTIONARY FILE

POINTERS from Dictionary to Inverted File Block

Delta = +1

Delta = +1

Retrieval efficiencyRetrieval efficiency

Retrieval Efficiency

Word Frequency

Word too unusual e.g. using

“verisimilitude” instead of “truth”

Words too common so poor at differentiating between relevant

and irrelevant documents e.g.

“the”

Words specific to domain, and

used in consistent way or

most powerful e.g. “litigator” in

set of legal documents

The Importance of Language & The Importance of Language & TerminologyTerminology

Full Text Retrieval packages that in the past used Thesauri Full Text Retrieval packages that in the past used Thesauri to support them were much better to support them were much better

Modern tools use linguistic know-how to carry out semantic Modern tools use linguistic know-how to carry out semantic analysis for textual information. When this is supported by analysis for textual information. When this is supported by thesauri or equivalent “taxonomy” relevant to the given thesauri or equivalent “taxonomy” relevant to the given “knowledge domain” they are enhanced “knowledge domain” they are enhanced

Look at DMP’s product(s) in this area, with ability to also Look at DMP’s product(s) in this area, with ability to also translate between European languages, to auto-summarise, translate between European languages, to auto-summarise, etc.etc.

DMP have now built an integration with Documentum, DMP have now built an integration with Documentum, bringing together superior content searching with state of bringing together superior content searching with state of the art Document Management.the art Document Management.

Thesaurus & ThesauriThesaurus & Thesauri

Vehicle

Truck

NTBTNT

BT

AutomobileLorrySRT

SRT

NTBT

Coupe

A search on a set of documents for the phrase “fast automobile” could then show ones with “fast automobile”, “fast coupe”, “fast estate”, etc.

Estate

NT

BT

Codification/ Indexing still has roleCodification/ Indexing still has role

If business demands indicate it, then we still need to If business demands indicate it, then we still need to apply codes, indices, meta data … to documents or other apply codes, indices, meta data … to documents or other objectsobjects

This is complementary to content based searchingThis is complementary to content based searching

and speed may dictate the need for a highly and speed may dictate the need for a highly deterministic, unambiguous search resultdeterministic, unambiguous search result

“I need to find the procedure to shut-down the nuclear plant, unit A …”

Knowledge “Context” Very ImportantKnowledge “Context” Very ImportantTake an Standard Operating Procedure in a Pharmaceutical Manufacturing plantTake an Standard Operating Procedure in a Pharmaceutical Manufacturing plantRequired to ensure repeatable process are followed and auditedRequired to ensure repeatable process are followed and auditedRequirements for SOP come from regulatory authorities such as the FDA, EMEA, etc.Requirements for SOP come from regulatory authorities such as the FDA, EMEA, etc.Other requirements may stem from the standards specific to the company in questionOther requirements may stem from the standards specific to the company in questionTherefore to understand WHY the SOP looks and reads the way it does, many other pieces of information are needed (usually in other documents) to Therefore to understand WHY the SOP looks and reads the way it does, many other pieces of information are needed (usually in other documents) to

do this.do this.This is especially important when we come to modify the SOPThis is especially important when we come to modify the SOP

Knowledge Change & ValueKnowledge Change & Value

However good the culture, repositories, processes etc. … However good the culture, repositories, processes etc. … the knowledge pool can become out-moded rapidlythe knowledge pool can become out-moded rapidly

Consider the radical change as pharmaceuticals moves from Consider the radical change as pharmaceuticals moves from a drug discovery model based on compound screening to a drug discovery model based on compound screening to one based on molecular-level drug design using DNA one based on molecular-level drug design using DNA sequencessequences

Many old information sources have degraded value and Many old information sources have degraded value and there is a gap to be filled in new sources with required valuethere is a gap to be filled in new sources with required value

The likelihood of achieving good visibility of such paradigm The likelihood of achieving good visibility of such paradigm shifts on the basis of even the best Knowledge Management shifts on the basis of even the best Knowledge Management is questionable. Knowledge Mining alone is even less likely is questionable. Knowledge Mining alone is even less likely to achieve this. So do not forget the value of human to achieve this. So do not forget the value of human networks.networks.

Case Study - A Major Firm of EngineersCase Study - A Major Firm of EngineersThe year is 1992The year is 1992Globally DistributedGlobally DistributedMany small officesMany small officesNeed better sharing of project experiencesNeed better sharing of project experiencesNeed project “write ups” to use in sales and marketingNeed project “write ups” to use in sales and marketingWant to find specialist skills to match to new projectsWant to find specialist skills to match to new projectsNeed to build up an enduring information base of experienceNeed to build up an enduring information base of experienceThe ability to answer diverse questions on this experience...The ability to answer diverse questions on this experience...

“… “… who was the acoustics engineer who worked on that glass-domed who was the acoustics engineer who worked on that glass-domed theatre we did somewhere in south east asia? We need to pick their theatre we did somewhere in south east asia? We need to pick their brains”brains”

“… “… what experience do we have in airport design? Any good what experience do we have in airport design? Any good marketing material on these?”marketing material on these?”

“… “… have we used carbon-based materials in construction before?” have we used carbon-based materials in construction before?” ……...……...

Technical Solution … Technical Solution … the end-point of much the end-point of much analysisanalysis

A traditional Relational Database using a schema designed to model skills, competencies, jobs, etc.

A Full-Text Database enabling Searches on large volumes of text relating to projects (jobs)

Three thesauri used in full-text searching and the indexing/ searching of structured records, covering WHAT, WHERE & WHO - TECHNICAL TERMS, GEOGRAPHICAL TERMS and ORGANISATION TERMS

Various Custom Search Interfaces to meet specific needs of different roles (Projects, Marketing, Ad

Hoc, …)

Analysis & Design done well, remain Analysis & Design done well, remain stablestable

Oracle RDBMSBRS/Search (Dataware)

BRS/Thesauri (Dataware)

Oracle Character-Based Forms

1992

Analysis & Design done well, remain Analysis & Design done well, remain stablestableproducts and infrastructures evolveproducts and infrastructures evolve

Oracle RDBMSBRS/Search (Dataware)

BRS/Thesauri (Dataware)

Oracle GUI

1995

Analysis & Design done well, remain Analysis & Design done well, remain stablestableproducts and infrastructures evolve, againproducts and infrastructures evolve, again

Oracle RDBMSOracle (Context)

Oracle (Context)

Web Browser (Oracle Web)

1999

Case Study - The MessageCase Study - The Message

The mission critical information is more important than the technology -do not confuse technology products with good analysis & design of

•data•documents•processes•language & terminology

The world of IT (Information Technology) is too often an “iT” world, when it should really be an “It” world - technology the slave and not the master.

This case study proves again the enduring business value of a well designed information architecture, where technology is a slave (an essential slave), but not the master. System Integrators must be well trained in both analytical techniques and product capabilities to effectively apply these principles. Vendor independence is also crucial.

Demonstration of Collaborative Demonstration of Collaborative Information Management Information Management

An illustrative example …

OpenText demonstrator

Generic Structure of Knowledge Generic Structure of Knowledge ManagementManagement

Culture & Attitudes

Knowledge DynamicsFeeding the PoolKnowledge Pool

Feeding off the Pool

Listening & Reading

Talking & Writing

Managing the Pool

Broader set of issues ...

Knowledge Management Themes Knowledge Management Themes Culture & Attitudes - the desire and commitment to Culture & Attitudes - the desire and commitment to

share information at all levels cf. share information at all levels cf. Senge’s “Fifth Senge’s “Fifth Discipline” Discipline”

Knowledge Sharing - the practical approaches, tools Knowledge Sharing - the practical approaches, tools and techniques to enable the sharing of knowledgeand techniques to enable the sharing of knowledge

Knowledge Pool - a set of repositories that collectively Knowledge Pool - a set of repositories that collectively support the ability to share knowledge effectively support the ability to share knowledge effectively across across distributed teamsdistributed teams (global) and (global) and over timeover time (learning)(learning)

Knowledge Containers - which today are “documents” Knowledge Containers - which today are “documents” but may become known as other things (“information but may become known as other things (“information objects”?)objects”?)

Knowledge Relevancy - A Deeper LookKnowledge Relevancy - A Deeper Look

There is always a gap between “search intent” and There is always a gap between “search intent” and “search results” within a given knowledge “search results” within a given knowledge domain ...domain ... Knowledge Domain

Information in repositories retrievedby requester intending to find“what is our latest understandingof how protein tertiary structureinfluences drug design?”

The information in repositoriesthat is actually relevant to thisquestion

Level of overlapequates to levelof relevancy of search results

Knowledge Domain

Improving Knowledge RelevancyImproving Knowledge Relevancy

Strategy 1:Reducing numberof false hits

Strategy 2:Increasing numberof relevant hits

Some Mechanisms in support of strategies:•Better quality control in capture process (less “dilution” of knowledge base)•Improved search engines, or better Knowledge Mining is one valid method•Better indexing of information using business terminology (thesauri etc.)•Better knowledge processes (for review and management of repositories)•Better linking, contextual data and commentaries to support navigation•Scientific “citation index” approach to determine peer group interest

Searching - No “magic bullet”Searching - No “magic bullet”People are promised a “magic bullet”, maybe a “super People are promised a “magic bullet”, maybe a “super

intelligent neural net-based search agent”, that will intelligent neural net-based search agent”, that will allegedly obviate the need to develop an Information allegedly obviate the need to develop an Information Strategy, index documents, analyse business processes, Strategy, index documents, analyse business processes, etc.etc.

The myth suggests we simply put every document, email, The myth suggests we simply put every document, email, file, telephony record, etc. into various basic repositories file, telephony record, etc. into various basic repositories and ask the super intelligent agent any question … to and ask the super intelligent agent any question … to arrive at an accurate, relevant and effective answerarrive at an accurate, relevant and effective answer

We have seen that it is not that easy and is incompleteWe have seen that it is not that easy and is incomplete

Knowledge Management is a much broader subject, even Knowledge Management is a much broader subject, even when addressed in purely technical termswhen addressed in purely technical terms

Aim of Workshop - revisitedAim of Workshop - revisited

To explore technological aspects of Knowledge ManagementTo explore technological aspects of Knowledge ManagementTo look at the analysis & design aspects of using technologyTo look at the analysis & design aspects of using technologyTo make distinctions between the diverse technological To make distinctions between the diverse technological

typestypes– collaborationcollaboration– associationassociation– miningmining– alertingalerting– search & retrieval, old & newsearch & retrieval, old & new– content managementcontent management– decision supportdecision support– artificial intelligenceartificial intelligence– process automationprocess automation– others?others?

To look at personal experiences of KM projectsTo look at personal experiences of KM projectsTo discuss issues and challenges with technology todayTo discuss issues and challenges with technology today