lecture 8 digital knowledge management

Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011

Slide 8.1

Analysis 1: Evidence and the Nature of Knowledge in the Digital Age

Topic: Digital Knowledge Management

Topic Number: 8


Slide 8.2

LEARNING OBJECTIVES

• To explain the nature of systems thinking

• To describe the key drivers of knowledge management systems

• To distinguish between the different types of knowledge management systems


Slide 8.3

WHAT IS A SYSTEM?

• Has elements

• Has relationships between elements – may be causal or feedback loops

• Has a boundary

• Has an environment outside the boundary

• Has an input and an output


Slide 8.4

SYSTEM CHARACTERISTICS

Figure 8.1 General characteristics of a system


Slide 8.5

DRIVERS OF KM SYSTEMS

• Deming and Juran – most errors arose from ineffective systems rather than operators

• PDCA: Plan, Do, Check, Act• TQM and continuous improvement• BPR led to flatter hierarchies• Lean production including just-in-time and eliminating

zero-value activities


Slide 8.6

ELECTRONIC DOCUMENT MANAGEMENT SYSTEMS

• Convergence of document processing, imaging and IT• Combines text with digital audio and video

• Forms management allows organisation and structure of data

• Indexing, searching and retrieval


Slide 8.7

ORGANIZATIONAL CHALLENGES OF EDMS

• Privacy – sensitive information

• Currency – can add ‘date of last change’

• Performance – whether the existing bandwidth

• Security – encryption, intelligent firewalls etc.


Slide 8.8

DECISION SUPPORT SYSTEMS

• Assist decision making by combining data, analytical tools and models to support structured and unstructured decisions

• May use statistical models and trend analyses

• Analyse data to produce graphs, charts and reports

• May use internal and external data


Slide 8.9

TYPICAL DECISION SUPPORT SYSTEM

Figure 8.2 Typical configuration of decision support systems (DSS)


Slide 8.10

DSS APPLICATIONS

• Supply chain management to determine implications for purchasing and distribution depending on customer analysis and segmentation

• CRM uses datamining to guide pricing, customer retention, market share and revenue streams

• Business scenarios by asking ‘what if’ questions


Slide 8.11

Questions to think about

• How would you go about capturing, storing and retrieving tacit knowledge?

• What are the likely difficulties with a technology oriented approach?


Slide 8.12

GROUP DECISION SUPPORT SYSTEMS

• Interactive system to facilitate solution of unstructured problems working in a group

• Electronic brainstorming and idea organisation tools• Questionnaire tools• Voting and priority setting tools• Stakeholder identification tools• Policy formation tools


Slide 8.13

EXECUTIVE SUPPORT SYSTEMS

• Help senior managers with unstructured problems

• Avoid information overload by filtering organisational data into graphical form

• Can ‘drill down’ to lower levels of detail

• Can use OLAP tools


Slide 8.14

PERFORMANCE SUPPORT SYSTEMS

• Assist groups or individuals to perform certain tasks

• May contain multimedia delivery and use techniques such as expert systems and natural language recognition

• Examples: assisting with tax returns or creating an entry for a financial transaction


Slide 8.15

WORKFLOW MANAGEMENT SYSTEMS

• Allows documents and other forms of knowledge to be routed among individuals and applications according to predefined processes

• Processes may be predefined or vary according to certain rules

• Workflows set up as users, types of information, processes, timing, alternatives etc.

• May alert users to problems that need resolution


Slide 8.16

PETRI NET FOR UNIVERSITY APPLICATION

• Circles indicate places or states within process• Rectangles indicate activities between states• Arrows indicate direction of workflow

Figure 8.3 Example of a Petri Net for a university application


Slide 8.17

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

• To coordinate all business and technological processes dealing with the customer

• Share customer information between sales, marketing finance and service divisions

• Consolidate customer data from various sources and use analytical tools to answer questions


Slide 8.18

WHAT’S THE FINAL GOAL OF KM SYSTEMS?

• Cost savings?• Quality control and assurance• TQM – cultural change• Partnering• Benchmarking• BPR – radical change by questioning organisational

processes• Lean production by using less human effort,

manufacturing space and equipment by focusing on value


Slide 8.19

Reading and preparatory work to be done

Read:• Jashapara, A. (2011) “ Knowledge Management:

An Integrated Approach” Pearson Education, Chapter 8

Work to be done before the seminar:• Carry out all the reading above• Answer the questions on the handout• Bring your work to the seminar

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Slide 8.20

Essential work for next week

• Please consult the OLE for details of:– Essential readings*– Seminar/workshop preparation work*– Recommended further readings– Any additional learning

* Essential readings and preparation work must always be completed in time for the next session

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