knowledge management introduction
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Knowledge Management
Štefan UrbánekOctober 2007
Štefan Urbánek, 2007
Contents
I. What is Knowledge Management
II.How we did it
III.How to get it done
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I. What is Knowledge
What problems it solves, where it fits.
Štefan Urbánek, 2007
It Is a Business Activity
treating the knowledge component of business activities as an explicit concern of business reflected in strategy, policy, and practice at all levels of the organization; and, making a direct connection between an organization's intellectual assets (explicit and tacit) and positive business results.
Knowledge management is a collaborative and integrated approach to the creation, capture, organization, access and use of an enterprise’s intellectual assets.
Barclay and Murray
Grey
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Štefan Urbánek, 2007
It Is a Business Activity
Explicit (recorded)
intellectual assetstacit (personal know-how)
intellectual assets
!
time
Positive business
results
Oragnisational memory
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What does it mean?
Few examples
Štefan Urbánek, 2007
Lost Knowledge Capital
people join and leave teams
team members share knowledge
lost member is lost knowledge
??
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Štefan Urbánek, 2007
Learning Organisation
people join and leave learning teams
team members store and share
when one leaves a team, team retains its knowledge
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Štefan Urbánek, 2007
Time
No KM
With KM
time
No KM
With KM
1+1=? 2
meeting, analysis knowledge application
1+1=? 2
knowledge sharing
free time
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Štefan Urbánek, 2007
Summary I.
Helps people do their jobsand save time through better decision making and problem solving
Promotes peer-to-peer mentoringdevelops a common language
Diffuses best practisescross-fertilizes ideas and increases opportunities for innovation
Builds organisational memory
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Štefan Urbánek, 2007
Paradigm Shift
knowledge is power
sharing knowledge is more powerful
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II. How we did itHow it was born, how it grew,how is it now and what is Wiki
Štefan Urbánek, 2007
From the Beginning
Started as DWH team knowledge storage
Infected neighboring teamsNow official knowledge management for ITIncreases collaboration, saves time, reveals misinformation
Seeded in marketing department
Plan to make whole organization participateand migrate existing prehistoric knowledge management systems
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Štefan Urbánek, 2007
Instant Solution: Wiki
Collaborative spaceanyone can add, edit, discuss, correct
Information put into contextconnected with related information, knowledge, people or documents
Place for knowledge refinementincremental idea creationsocial error correction
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Wiki
Štefan Urbánek, 2007
Collaborative Space
participants
pages
links
back links
discussions
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Štefan Urbánek, 2007
Demo
(some screen-shots from Wiki here...)
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Štefan Urbánek, 2007
Summary II.
The Tool is Wikimany implementations exist
Information is put into contextlinked with people and other knowledge
Collaboration is the waysharing, evolution, refinement, correction
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Štefan Urbánek, 2007
Discussion
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WikiHuman Resources
Commercial
Customer Services StrategyTechnical
ITForums
Processes
Glossary
III. How to get it done
What to do to have knowledge management and what to do to make it work
Štefan Urbánek, 2007
Before we start
Nature of knowledge:
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Štefan Urbánek, 2007
Start
Define knowledge management strategyPerform knowledge audit
Create planDefine and assign rolesAdjust processes and prepare cultural changePick a tool
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Štefan Urbánek, 2007
Steps and roles
sponsor - pushes the project, takes care of resources, removes obstacles
evangelist - maintains knowledge, motivates others, seeds core knowledge, corrects, links
participants - feed, discuss, refine, use
Research and plan Create and seed Grow Use and benefittime
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Štefan Urbánek, 2007
Possible Issues
Resistance to change“not invented here”, “we have been doing it like this for ages, it works”
No Time and no Desire“I have millions of more important things to do”
No Trust“people are trolls by nature”, “it is not complete”
Low or no Sponsorship
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Štefan Urbánek, 2007
Recommendations
Do not design, let it growit is an evolutionary process that must be embedded into the organizational cultureknowledge management is alive, sometimes unpredictable
Trust people, they will trust youmotivatedo not add many restrictions, they can discourage peoplesocial moderation will do emerge
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Štefan Urbánek, 2007
Summary III.
Almost always requires a cultural changeif not a complete transformation or tweaking of existing culture(s)
Put people and culture firstsystems and tools are second
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Štefan Urbánek, 2007
Discussion III.
Chaotic
Ad-hoc
Managed
Agile
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Štefan Urbánek, 2007
Thank You
stefan@agentfarms.net
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Creative Commons Attribution-Noncommercial-Share Alike
Credits
Štefan Urbánek, 2007
Images
Brain image: Wikimedia Commons, Human Brain
Beans and peas image: Project Gutenberg, www.guttenberg.org, Outlines of Lessons in Botany, Part I; From Seed to Leaf, by Jane H. Newell, Illustrated by H. P. Symmes
Seeds image: Wikimedia Commons, Seeds / Star Anise
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