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Knowledge Management Knowledge Management (KM): (KM):

Experience in Experience in implementing KM at implementing KM at

KMUTTKMUTT

Asst. Prof. Bundit ThipakornAsst. Prof. Bundit ThipakornComputer Engineering DepartmentComputer Engineering Department

Nor-Bor-Kor DevelopmentNor-Bor-Kor Development(Chiang Mai Hill Hotel)(Chiang Mai Hill Hotel)

March 31, 2005March 31, 2005

(trying to implement)(trying to implement)

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Definition and Definition and Principles of Principles of Knowledge Knowledge Management Management (KM)(KM)

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What is Knowledge?What is Knowledge?

KnowledgeKnowledge

the power to act and to make value-the power to act and to make value-producing decisions;producing decisions; information made actionable in a way information made actionable in a way that adds value to the organization;that adds value to the organization; things that are held to be true in a things that are held to be true in a given context and that drive people to given context and that drive people to action.action.

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Knowledge Knowledge (cont’d.)(cont’d.) ??

Personal KnowledgePersonal Knowledge

Skill: Skill: acting according to rulesacting according to rules,,

Know-How: Know-How: skill plus acting in a social contextskill plus acting in a social context and and

Expertise: Expertise: know-how plus the ability to influence the rules and know-how plus the ability to influence the rules and

domain of knowledgedomain of knowledge..

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Knowledge Knowledge (cont’d.)(cont’d.) ??

2 Types of Knowledge 2 Types of Knowledge (based on (based on

where the knowledge comes from)where the knowledge comes from) : :

Explicit Knowledge:Explicit Knowledge: formal models, rules, and formal models, rules, and

proceduresprocedures andand

Tacit or Implicit Knowledge:Tacit or Implicit Knowledge: mental models and mental models and

experience of individualsexperience of individuals..

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Knowledge Knowledge (cont’d.)(cont’d.) ??

4 Types of Knowledge 4 Types of Knowledge (based on (based on

human actions)human actions) : :

know about things,know about things,

know how to do things,know how to do things,

know how to become yourself,know how to become yourself,

know how to achieve things with others.know how to achieve things with others.

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Knowledge Knowledge (cont’d.)(cont’d.) ??

3 Knowledge Levels:3 Knowledge Levels:

know how to implement,know how to implement,

know how to improve,know how to improve,

know how to integrate.know how to integrate.

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Data, Information and Data, Information and KnowledgeKnowledge

TodayToday Information Information

TomorrowTomorrow Knowledge Knowledge

YesterdayYesterday Data Data

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Data, Information and Knowledge?Data, Information and Knowledge? (cont’d.)(cont’d.)

RealityReality

DataData

InformationInformation

KnowledgeKnowledge

WisdomWisdom

Time, Volume, Time, Volume, Storage, UseStorage, Use

Representation, Recording, StorageRepresentation, Recording, Storage

Data ProcessingData Processing: Organizing, : Organizing, Sorting, Calculating, Retrieving, Sorting, Calculating, Retrieving, Reporting Reporting Information ProcessingInformation Processing: :

Learning, Comparison, Co Learning, Comparison, Co sequencing, Reformatting, sequencing, Reformatting, Disseminating, Clustering, Disseminating, Clustering, Connecting, ConversationConnecting, ConversationDiscovery, Discovery,

Inference, Values, Inference, Values, Judgment, Intuition, Judgment, Intuition, AbstractionAbstraction

AttributesAttributes

Knowing Knowing thatthat

Knowing Knowing howhow

EntitiesEntities

Knowing Knowing when when and/or ifand/or if

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What is KM?What is KM?

The process through which we The process through which we translatetranslate the the lessons lessons learntlearnt, residing in our , residing in our individual brainsindividual brains, into , into informationinformation that everyone can use. that everyone can use.

Typically, the Typically, the systematic managementsystematic management and use of the and use of the knowledge in an organization; or, more abstrusely, "the knowledge in an organization; or, more abstrusely, "the leveraging of collective wisdomleveraging of collective wisdom to to increase increase responsiveness and innovationresponsiveness and innovation."."

The The use of computer technologyuse of computer technology to to organizeorganize, , managemanage, , and and distribute electronicallydistribute electronically all types of information, all types of information, customized to meet the needs of a wide variety of users.customized to meet the needs of a wide variety of users.

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KM?KM? (cont’d.)(cont’d.)

The process of The process of capturingcapturing value, knowledge and value, knowledge and understanding of corporate information, using IT systems, understanding of corporate information, using IT systems, in order to in order to maintain, re-use and re-deploymaintain, re-use and re-deploy that that knowledge.knowledge.

It is about It is about action action andand change change, , notnot just about installing just about installing intranets intranets andand managing managing documents. documents.

It is very similar to information management but the It is very similar to information management but the main difference is the sharing (mapping) of main difference is the sharing (mapping) of information information and experience of many individualsand experience of many individuals towards the towards the betterment of an organization, rather than information betterment of an organization, rather than information remaining with remaining with different individuals working separatelydifferent individuals working separately towards the same goal.towards the same goal.

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KM?KM? (cont’d.)(cont’d.)

A term with many meanings. It includes deliberate A term with many meanings. It includes deliberate efforts to efforts to maximize an organization's performancemaximize an organization's performance through through creatingcreating, , sharingsharing and and leveragingleveraging knowledge and knowledge and experience from experience from internal and externalinternal and external sourcessources..

creating, managing, applying and sharing creating, managing, applying and sharing explicit explicit knowledgeknowledge (that exists typically in documents, databases (that exists typically in documents, databases and as part of processes) and and as part of processes) and tacit knowledgetacit knowledge (embedded (embedded in people and their experience) in order to “make a in people and their experience) in order to “make a difference” in overcoming poverty and suffering.difference” in overcoming poverty and suffering.

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KM?KM? (cont’d.)(cont’d.)

Common Themes:Common Themes: Learning Learning Capturing, Sharing, Leveraging Capturing, Sharing, Leveraging Having people in the right place at Having people in the right place at the right time the right time Effective decision-making Effective decision-making Creativity Creativity Making people’s jobs easierMaking people’s jobs easier Generating new business and Generating new business and business valuebusiness value

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KM?KM? (cont’d.)(cont’d.)

KKnowledgenowledgeTacit Tacit KnowledgeKnowledge

MManagementanagementCapturingCapturing

Improve/Increase Organizational Improve/Increase Organizational PerformancePerformance

++Use of Use of ICTsICTs

Explicit Explicit KnowledgeKnowledge

of many of many individualsindividuals

CreatingCreatingSharing Sharing

OrganizingOrganizing

LeveragingLeveraging

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Stages of KMStages of KMStage 1Stage 1:: Knowledge-Chaotic Knowledge-Chaotic unaware of conceptunaware of concept no information processesno information processes no information sharingno information sharing

Stage 2Stage 2:: Knowledge-Aware Knowledge-Aware awareness of KM needawareness of KM need some KM processessome KM processes technology in placetechnology in place sharing information an issuesharing information an issue

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Stages of KM?Stages of KM? (cont’d.)(cont’d.)

Stage 3Stage 3:: Knowledge-Enabled Knowledge-Enabled benefits of KM clearbenefits of KM clear standards adoptedstandards adopted issues relating to culture and technologyissues relating to culture and technology

Stage 4Stage 4:: Knowledge-managed Knowledge-managed integrated frameworksintegrated frameworks benefits case realizedbenefits case realized issues in previous stages overcomeissues in previous stages overcome

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Stages of KM?Stages of KM? (cont’d.)(cont’d.)

Stage 5Stage 5:: Knowledge-Centric Knowledge-Centric KM part of missionKM part of mission Knowledge-value recognized in market capitalizationKnowledge-value recognized in market capitalization KM integrated into cultureKM integrated into culture

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Success of KMSuccess of KM

Ten Principles for KM Success:Ten Principles for KM Success:

KM is a discipline,KM is a discipline,

One champion is not enough,One champion is not enough,

Cultural change isn’t automatic,Cultural change isn’t automatic,

Create a change management plan,Create a change management plan,

Stay strategic,Stay strategic,

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SuccessSuccess (cont’d.)(cont’d.)

Pick a topic, go in-depth, keep it current,Pick a topic, go in-depth, keep it current,

Don’t get hung up on the limitations,Don’t get hung up on the limitations,

Set expectations or risk extinction,Set expectations or risk extinction,

Integrate KM into existing systems,Integrate KM into existing systems,

Educate your self-service users.Educate your self-service users.

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KM at KMUTTKM at KMUTT

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KMUTT DirectionsKMUTT Directions

Our Values Include:Our Values Include:

We value and empower students, staffs We value and empower students, staffs and faculties.and faculties.

Our Cultural Dimensions Include:Our Cultural Dimensions Include:

Knowledge Sharing.Knowledge Sharing.

Our 25xx University Directions Include:Our 25xx University Directions Include: Learning University.Learning University.

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StrategiesStrategies

Reduce Reduce “human/departmental firewall”“human/departmental firewall” and and digital divide, digital divide, - Co operation- Co operation and collaboration of different and collaboration of different types of departments at the university-wide level, types of departments at the university-wide level, Establish the “Learning Institute” to Establish the “Learning Institute” to promote, rpromote, researchesearch and and implementing tools or processes of implementing tools or processes of learninglearning..

To accomplish our direction, these following To accomplish our direction, these following strategies are needed:strategies are needed:

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StrategiesStrategies (cont’d.)(cont’d.)

Reengineer HR’s Strategic,Reengineer HR’s Strategic, Cultural Change, Cultural Change, Implementing KM Toolkits.Implementing KM Toolkits.

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Knowledge Portals for student,Knowledge Portals for student,

Knowledge Portals for stuff,Knowledge Portals for stuff,

e-Learning Systems,e-Learning Systems,

e-Portfoilo.e-Portfoilo.

Initiative ProjectsInitiative Projects