lecture 3 - knowledge creation and knowledge management architecture
TRANSCRIPT
Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE CREATION AND
KNOWLEDGE MANAGEMENT ARCHITECTURE
Lecture Three
ADP1 Develop Knowledge Management Solutions
Chapter 3: Knowledge Creation and Knowledge Architecture
Review of Lecture 2 Challenges in building KM Systems Compare KMSLC and CSLC Knowledge Management System Life C
ycle (8 Stages)
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Chapter 3: Knowledge Creation and Knowledge Architecture
This Week’s Topics Knowledge Creation and Sharing Knowledge Infrastructure Knowledge Management
Architecture Build versus Buy Decision
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Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE CREATION Dynamic activity that
can enhance organization success and economic well-being
Driver of innovation Involves knowledge
acquisition, selection, generation and sharing
Maturation - translates experience into knowledge
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Chapter 3: Knowledge Creation and Knowledge ArchitectureKnowledge Creation and Transfer via Teams
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Team performs a job
Knowledge captured and
codified in a form usable by others
New experience/ knowledge gained
Outcome compared to action
Outcome is realized
Initial knowledge
New knowledge reusable by same team on next job
Chapter 3: Knowledge Creation and Knowledge Architecture
Impediments to Knowledge Sharing
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Lack of Vocational reinforcers
Attitude
Personality
Company strategies and
policies
Organizational culture
Knowledge sharing
Work Norms
CompensationRecognitionAbility utilizationCreativityGood work environmentAutonomyJob securityMoral valuesAdvancementVarietyAchievementIndependenceSocial status
Chapter 3: Knowledge Creation and Knowledge Architecture
Nonaka’s Model of Knowledge Creation and Transformation
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TACIT TO TACIT(SOCIALIZATION)
e.g., Individual and/or Team
Discussions
TACIT TO EXPLICIT(EXTERNALIZATION)
e.g., Documenting a Team
Meeting
EXPLICIT TO TACIT(INTERNALIZATION)
e.g., Learn from a report and Deduce new ideas
EXPLICIT TO EXPLICIT(COMBINATION)
e.g., Create a Website from
some form of explicit knowledge; Email a Report
Chapter 3: Knowledge Creation and Knowledge ArchitectureKey to Knowledge Creation
The model focuses on tacit knowledge and use of technology to generate or transmit such knowledge to others
The key to knowledge creation lies in the way knowledge is being mobilized and converted through technology
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Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE INFRASTRUCTURE
Content core: Identify knowledge centres
People core: Evaluate employee profiles
Technical core: The totality of technology (S/W and H/W) required to operate the knowledge environment
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People
Technology
Content
Chapter 3: Knowledge Creation and Knowledge ArchitectureIdentifying Knowledge Centers
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MARKETING
HUMAN RESOURCES
CUSTOMER SERVICES
SALES
StrategiesToolsR & DAdvertising
Complaint rate, Satisfaction survey
Job skills,Training
Competition data, Sales volume, Leader sales data
Chapter 3: Knowledge Creation and Knowledge Architecture
Stages of KMSLC
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Evaluate Existing Infrastructure
Knowledge Capture
Design KM Blueprint
Verify and validate the KM System
Implement the KM System
Manage Change and Rewards Structure
Form the KM Team
Post-system evaluation
Iterative Rapid Prototyping
← KM Architecture
Chapter 3: Knowledge Creation and Knowledge Architecture
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User Interface(Web browser software installed on each user’s PC)
Authorized access control(e.g., security, passwords, firewalls, authentication)
Collaborative intelligence and filtering(intelligent agents, network mining, customization, personalization)
Knowledge-enabling applications(customized applications, skills directories, videoconferencing, decision support systems,
group decision support systems tools)
Transport(e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)
Middleware(specialized software for network management, security, etc.)
The Physical Layer(repositories, cables)
. . . . .
Databases Data warehousing(data cleansing,
data mining)
Groupware(document exchange,
collaboration)
Legacy applications(e.g., payroll)
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Layer …User1 User2 Usern
Chapter 3: Knowledge Creation and Knowledge Architecture
KM Architecture Visualize the building blocks of a KM
system in the form of layers
User Interface being the least technical, and data repository the most technical
These layers represent internal technologies of the company
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Chapter 3: Knowledge Creation and Knowledge Architecture
The User Interface (Layer 1)
Interface between users and the KM system
Usually as a web browser
The goal is to remove barriers to information and tacit (made explicit) knowledge represented in the data repositories
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Chapter 3: Knowledge Creation and Knowledge Architecture
The User Interface (Layer 1)
User interface should be consistent, relevant, visually clear, easy to navigate, and easy to use
Usability testing by the actual users is the final test of acceptability
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Chapter 3: Knowledge Creation and Knowledge Architecture
Authorized Access Control (Layer 2)
Maintains security and ensures authorized access to the knowledge stored in company’s repositories
Access points can be intranet, Internet, and extranet 3-16
Chapter 3: Knowledge Creation and Knowledge Architecture
Authorized Access Control (Layer 2)
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Clients Suppliers Vendors Partners Customers
Internet IntranetExtranet
Public
• News/events
• Marketing• E-
commerce• Careers
• Human resource information
• Production information
• Sales information
• Strategic plans
• Product information • Sales information• Collaboration/cooperation
Company
Chapter 3: Knowledge Creation and Knowledge Architecture
Collaborative Intelligence and Filtering (Layer 3)
Personalized views based on roles and stored knowledge
Intelligent agents to reduce search time for needed information 3-18
Chapter 3: Knowledge Creation and Knowledge Architecture
Knowledge-Enabling Application (Layer 4)
Referred to as value-added layer
Provides knowledge bases, discussion databases, automation tools, etc.
Ultimate goal: demonstrate by knowledge sharing how employees’ performances are improved
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Chapter 3: Knowledge Creation and Knowledge Architecture
Transport Layer (Layer 5) Most technical layer to
implement Includes LANs, WANs,
intranets, extranets, and the Internet
Ensures that the company will become a network of relationships
Considers multimedia, URLs, graphics, connectivity speeds, and bandwidths
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Chapter 3: Knowledge Creation and Knowledge Architecture
Middleware (Layer 6) Focus on interfacing
with legacy systems and programs residing on other platforms
Designer should address databases and applications with which KM system interfaces
Makes it possible to connect between old and new data formats
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Chapter 3: Knowledge Creation and Knowledge ArchitecturePhysical Repositories (Layer 7)
Bottom layer in the KM architecture
Represents the physical layer where repositories are installed
Includes data warehouses, legacy applications, operational databases, and special applications for security and traffic management
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Chapter 3: Knowledge Creation and Knowledge Architecture
Build In-House, Buy, or Outsource?
Trend is toward ready-to-use, generalized software packages
Outsourcing is also a trend, releasing technological design to outsiders
Regardless of choice, it is important to set criteria for the selection
Question of who owns the KM system should be seriously considered
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Chapter 3: Knowledge Creation and Knowledge Architecture
End of Lecture Three
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Chapter 3: Knowledge Creation and Knowledge ArchitectureIn Class Discussion Exercise
Assume you are the person responsible for making decision on a KM project
How would you decide to build or buy?
Based on the key elements compared, and
The current state of your organization preparedness (thinking in terms of maturity in layers of KM architecture)
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Chapter 3: Knowledge Creation and Knowledge Architecture
CHALLENGES IN BUILDING KM SYSTEMS
Culture — getting people to share
knowledge Knowledge evaluation
— assessing the worth of knowledge across the firm
Knowledge processing — documenting how decisions are
reached Knowledge
implementation — organizing knowledge and
integrating it with the processing strategy for final deployment
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Chapter 3: Knowledge Creation and Knowledge Architecture
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Conventional System Life Cycle
Recognition of Need and Feasibility Study
Logical Design (master design plan)
Physical Design (coding)
Testing
Implementation (file conversion, user training)
Operations and Maintenance
Functional Requirements Specifications
Iterative
KM System Life Cycle
Evaluate Existing Infrastructure
Knowledge Capture
Design KMS Blueprint
Verify and validate the KM System
Implement the KM System
Manage Change and Rewards Structure
Form the KM Team
Post-system evaluation
versus
Iterative
Chapter 3: Knowledge Creation and Knowledge ArchitectureUsers Versus ExpertsAttribute User ExpertDependence on system High Low to nil
Cooperation Usually cooperative Cooperation not required
Tolerance for ambiguity Low High
Knowledge of problem High Average/low
Contribution to system Information Knowledge/expertise
System user Yes No
Availability for system builder Readily available Not readily available
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Chapter 3: Knowledge Creation and Knowledge Architecture
KM System Development Life Cycle (8 Stages)
Evaluate existing infrastructure Form the KM team Knowledge capture Design KM blueprint (master plan) Test the KM system Implement the KM system Manage change and reward structure Post-system evaluation
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Chapter 3: Knowledge Creation and Knowledge Architecture
Build vs. BuyingOption Cost Time Factor
CustomizationIn-house Usually high Much shorter than High,
dependingdevelopment development by on quality of user staff
Development Usually low Depends on skills High to the user
by end users set, system priority, specifications
and so forth
Outsourcing Medium to high Shorter than High in-house
Off-the-shelf Low to medium Nil Usually up to
Solution 80% usable
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Chapter 3: Knowledge Creation and Knowledge ArchitectureKnowledge Sharing Via Teamwork
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Team performs a job
Knowledge captured and codified in a
form usable by others
New experience/ knowledge
gained
Outcome compared to action
Outcome is realized
Initial knowledge
New knowledge reusable by same team on next job