- nirmala apsingikar

December 1999 Nirmala/ASCI 1

I.T. in DECISION-MAKING-IIEnabling Knowledge-Driven

Decision-Making with

INFORMATION TECHNOLOGYGMP for PGCIL21/Aug/2001

-Nirmala Apsingikar


Knowledge Flows

Knowledge flows (both ways) between Corporate Data Stores (Data

Warehouses) “Project” Data Stores

Crucial to store generated “data”, interpretations and lessons learned so that the knowledge asset is available to others in the corporation


Much Knowledge is lost(or never captured at all)

Interpretations and generated knowledge lost … kept in people’s heads &

people leave or forget teams get reconstituted

kept in private files &files get lost or separatedbacked-up, not archivedBuried in piles of documents and data

Costly errors are repeated due to disregard of previous experience

Knowledge is not managed as an asset


Knowledge Management?

Utilising the collective knowledge, experience and competencies available internally and externally to the organisation whenever and wherever they are required. P.Feranley & M.Horder, Ernst & Young

A discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing enterprise information assets - (Gartner Group)


What are Knowledge Organizations ?

Evaluate who has and who needs knowledge

Determine when, where and how to apply this knowledge

Identify essential knowledge domains and elements in Business processes

Utilize Knowledge by making it available to their employees, management and customers


Success Measures to look for ……

Product/Service Design & Development Product Success rates Cycle time Low design rework

Customer and Issue Management Customer Satisfaction Needs capturing (for

products/services) Breadth of service

coverage

• Business Planning– Discover trends– Crisis response

time– Competitive

awareness– Act on incomplete

info.

• Employee Mgmt. and Development– Education level– Training

participation– Skill Alignment– Productivity


Knowledge LifecycleKnowledge Lifecycle

In each Domain of Enterprise ActivityTwo Basic Processes : Knowledge Production / Creation Knowledge Integration

Experiential Feedback Loops complete the Knowledge Life Cycle

Individual learningLearning thru communicationLearning thru maintaining a

corporate memory


The Knowledge Life CycleKnowledge Production

Individ. And Grp.Learning

InformationAcquisition

KnowledgeClaim

Formulation

CodifiedKC

KnowledgeValidation

Process

InvalidKnowledge

ValidatedKC

Un-validatedKC

InvalidKC

ORG.KNOWLEDGE

Info. On VKC

Info on UKC

Info on IKC


Knowledge LifecycleKnowledge Integration

Org.Know-ledge

Broad-casting

Teaching

SearchingRetrieving

Sharing

Feedback


Knowledge Management Infrastructure

Common CommunicationsKnowledge BasesAccess to Knowledge / Information

SourcesKnowledge sharing mechanismsExperiential Knowledge Sharing

Mechanisms: Communities of Practice Unified Vocabulary (Ontologies) Groupware


Knowledge Management Infrastructure: “Corporate Memory”

Data WarehousesKnowledge WarehousesData and Knowledge Bases

Lessons Learned databases Best Practices Case-based problem-solving Others


Knowledge bases, Knowledge Discovery Examples : PWC

ODIE (On Demand Information Extractor) scans roughly 1000 newsletters on management changes in various businesses every night

Understands business language of the newsletters and makes sense of the data to help consultants use the information effectively

Knowledge View is best-practices database which allows views by industry, process, performance measure, and enabler

(4000 ontology entries ; Lotus notes


Knowledge Management Processes

Knowledge RepresentationKnowledge FilteringKnowledge Searching

Search Engines Intelligent Agents Visualization Models e g Perspecta


Knowledge Search TechniquesVisualization Models

e g PerspectaCreates Smart Content using

metainformation derived from source documents (structured and unstructured)

Document Analysis Engine does Linguistic Analysis and tags documents

SmartContent Server analyses tagged information and identifies relationships between documents, creates a model

User can browse through and information is downloaded using just-in-time


The eWISe Knowledge Framework

In form ationPorta l

CollaborationPorta l

Team project Porta l

ExpertisePorta l

Inte llectualcapita l m gm t

Porta l

BusinessPartner Porta l

W eb basedpro ject tracking

and M gm t

C om m unities ofpractice M gm t

C ritica lIn form ation

M gm t

ExpertiseM anagem ent

Know ledgeO bject M gm t

C ontactIn form ation

M gm t

LearningPorta l

Learn ingprocess M gm t

Knowledge M ap / M eta Knowledge

Knowledge repository Skill R epository

PeopleW ebD ocum ents D atabases e-m ails

IMPLEMENTATI

ON

METHODLOGY


Enterprise Information Portals

Enterprise Information Portals are:Applications that enable

organizations;to unlock internally and externally

stored information;and provide users a single gateway;to personalized information needed;to make informed business decisions


Enterprise Information PortalsCharacteristics

Use both push and pull technologiesProvide Standardized web-based

interfaceProvide interactivity : Questioning,

Sharing of information on user desktopsIntegrate disparate applicationsAccess and exchange information with

internal and external data/info. sources


Enterprise Information PortalsHow are they Different from Data Warehousing Systems?

Integration of Content Management Systems

Increased emphasis on exchange of data with external data stores

Emphasis on sharing of data among usersRenewed emphasis on data mining and

analytical applicationsIntegration of disparate applications and

data stores



Integration of Content Management Systems Data Warehousing essentially structured

data from OLTP systemsEIP : Web Documents, Research Reports,

Contracts, Brochures, etc. in addition to structured data from Data Warehouses

Implies use of imaging technologies;Concept-based searching; text-mining; Increased importance of intelligent agents



Exchange of DataConnectivity issues Sharing of information, ideasGroupware, collaborative workflows,

messaging, meetings, etc; expertise profilingIncreased Emphasis on Data MiningData Mining thru Web Interfaces, text miningValidation of Data, simulation, forecasting


PortalsProducts Available

Knowledge PortalsE g : KM Suite, ActiveKnowledge (Autonomy, inc)Automates KM Processes including :

Categorization; cross-referencing; hyperlinking; and presentation of information

Profiles of each user to deliver personalized information based on user’s reading patterns

Visual interface for searching, which automatically gives a unified view of disparate data sources across the enterprise, including human experts

ActiveKnowledge analyzes content in the user’s active window, and simultaneoulsly displays related content in another window.


Enterprise Collaboration Portals

These portals basically work towards creating and maintaining a corporate group memory.

Collaborative portals enable teams of users to establish their own virtual project areas or communities and work together.

Here the features provided are basically towards facilitating electronic communication between distributed personnel:

chat, conferencing, calendaringworkflowdocument management,and forms processing is offered.


Enterprise Expertise Portals

These portals provide the basic framework for accessing the tacit knowledge residing within the brains of the employees.

These portals provide tools to link people together on the basis of their skills and expertise.

These portals allow expertise to be contributed and networked throughout an organization so that everyone has access to it


Knowledge Portals

Information Portal Information

Access Alerts Personalization Channels Security App. Access

Collaboration Portal

Discussion Brainstorming Alerts Taxonomy Skill based

communities

Team Portal Create teams Team Alerts Project

Information Channels Tasks Team access

Intellectual capital management

Profile versions Taxonomy Annotations Keyword/

metadata search

Expertise Portal I know I need Find expert Contact expert Interact with

expert

Contact Information Management Portal

Create organizations and contact members

Track critical information by topic

Track documents Track history


KM Software Tools : Products

Innovation Toolbox: Creativity Software : enables brainstorming for

creative thinking and problem solvingQuestMap:

A display system that facilitates group processes during meetings by capturing conversations; threading discussions; providing links to relevant documents / data; tracking successive meetings on a given project.


Enterprise Information PortalsProduct suites Available

Viador E-Portal suiteMy EurekaAutonomyCorporate Portal Server (Plumtree Software)Data Channel (DataChannel inc.)Digital dashboard (Microsoft)Raven (Lotus)e-Wise (Aptech)


CustomersChannels

Employees

CompanyProcesses

CRM

Cust.Collab.

S/DCM

B to B& ERP

e.learn experts

WebApps.

Best practices

Work-Flow

InfoSearch

Technology enablers for the K.Corp


Infrastructure life cycleInfrastructure life cycle

““We need to treat We need to treat technology technology (applications and IT) (applications and IT) like drilling mud…an like drilling mud…an expendable.”expendable.”

• Applications and the IT Applications and the IT infrastructure have a life of 1-3 infrastructure have a life of 1-3 yearsyears


Knowledge Management Systems Investment and Implementation issues

ExpensiveNeeds Strong LeadershipNeeds culture of Knowledge Sharing

- nirmala apsingikar

Documents

generated knowledge

knowledge baseslessons

collective knowledge

knowledge organizations

knowledge asset

knowledge discovery

essential knowledge

iienabling knowledgedriven