knowledge management-taming the intangible

Knowledge ManagementTaming the Intangible

Jack Eapen C

jack@jackeapen.com

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Wizards lived in the Ivory Tower, and knew many things

Serfs, farmers, had problems with their farms

King asked Wizards to help

In the beginning...

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

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Serfs’ farming was still unsuccessful although Wizards

claimed that they told what they knew.

Both Serfs and Wizards blamed each other.

Serfs said Wizards did not really help. What Wizards told

were useless.

Wizards said Serfs understood something so hard that

Serfs had to come back to see them again and again.

They then could not do their work, while Serfs did not

actually apply all knowledge from them for farming.

Problems

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

Used their own technical language (techknowspeak), while

most Serfs understand only plain language.

Understood that only their techknowspeak could

communicate their knowledge well and completely.

Not concerned of Serfs’ environment, culture, and

communication style while giving out knowledge

Problems with Wizards

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

Did not share knowledge among themselves

Did not understand jargons used by Wizards

Hence, did not take any action

Problems with Serfs

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

King got troubadours and knowms to solve

problems.

Knowms’ background

Understand techknowspeak

Familiar with serfs’ environment

Solutions

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

Knowms talked with Wizards and took notes on method of transferring knowledge, Serfs’ problems, knowledge required by Serfs

Knowms talked with different groups of Serfs about their problems and knowledge they needed.

Knowms observed how some skilful Serfs did farming.

Knowms noted down what they had observed from serfs

Some successful Serfs, who could do the farming well, told other Serfs how to farm

Categorised knowledge into groups according to Serfs’ requirements

Used templates for different types of knowledge needed to be collected for each specific group of Serfs (acts as a filter)

What Knowms Did?

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

Troubadours travelled around, and knew a lot about Serfs and environment outside

Composed songs from the available knowledge.

Travelled around and sang songs

What Troubadours Did?

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

More time for Wizards to do something else, instead of re-telling the same information (time saving)

Wizards may even spend the available time to create more knowledge.

Serfs now have easy access to systemized knowledge which helped them in producing better crops

Finally, country became prosperous

Benefits

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

After the harvest season had ended, the knowms called a meeting with all the key people involved in the improvement of the farms

From the serfs and town leaders in the areas that had done well, knowms asked about what had been most helpful

Where the farms had not done so well, knowms asked serfs and town leaders about why they thought things had not improved.

They put all their results together, and worked with a few of the wizards and serfs to work out where things could be done better. They carefully drew up a plan to use for the next year.

They went to the king, and showed him all the results and their plans for the future.

The king was very pleased, and called a feast for all those who had done so much to make the kingdom prosperous again.

In the end...

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

One day, a prince from another kingdom came to visit the king. While they were talking, the prince said to the king that his kingdom had fallen on hard times.

The wise king called the chief knowm, and asked him if his team would be able to help.

The knowm explained to the prince that the method they had used to improve the farms could be used to improve the weavers’ work as well.

The prince wanted to know more about how the program worked, so the knowm called on one of the troubadours, who had written a song about the improvement of the farms.

The knowm said that he would need the help of the wizards in the prince’s kingdom, and that they would need to appoint their own knowms to arrange for everything.

After the end...

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

Can You Relate Yourself to this situation?

Source: “The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

http://www.jackeapen.com/

Do you face any of these problems?

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Rule of this Room

If you are afraid of change…

…Don’t afraid to walk out

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KM Definitions What is knowledge KM Myths SECI Model KM Tools KM Methods A Real World Example Roadmap to KM in an organization

Agenda

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16

Definitions…

Knowledge Management (KM). Knowledge Management (KM). A conscious strategy to

leverage the knowledge assets of an

organization

to help achieve the business results.

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17

Definitions…

A managed system for ensuring that

•The right knowledge

•Reaches the right people

•At the right time

•To help them make the right decisions

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KM Thoughts

“If Hewlett Packard knew what Hewlett Packard knows, we would be three times more profitable.”

-Lew Platt, CEO of HP

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What is Knowledge?Source: R. Ackoff’s “Pyramid to Wisdom” (1989, 1996)

Data

Information

Knowledge

Wisdom

Raw / hard facts

Collection of related data with context and perspective

Organized information that provides guidance or initiates action

Understanding that permits knowledge to be used

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Types of Knowledge

Explicit KnowledgeExplicit Knowledge Knowledge that is written down – and thus, easily recorded, shared, tracked, and measured, as well as editedor improved by others.

Tacit KnowledgeTacit KnowledgeKnowledge in your head. What you know but cannot easily share that lets you do a better job.

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KM Advantages

In today’s knowledge economy “knowledge is the biggest capital”

Knowledge is linked to performance KM helps innovation Take advantage of what others already

know Avoid past mistakes Avoid redundant work Retain organizational knowledge

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KM Thoughts

“In the end, learning faster than our competitors is the only sustainable competitive advantage”

-Arie de Geus – Shell

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Knowledge Management Myths

Knowledge can be managed Don’t manage, facilitate

KM implementation is the goal KM is an enabler to achieve bigger goals

KM means implementing a software Technology is only an enabler

KM needs changing culture Can’t change culture, influence it

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KM Thoughts

“You can’t manage knowledge – nobody can. What you can do is to manage the environment in which knowledge can be created, discovered, captured, shared, distilled, validated, transferred, adopted, adapted and applied.”

Chris Collison and Geoff Parcell, Learning to Fly: Practical Knowledge Management from Leading and Learning

Organizations ”

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KM Enablers

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Knowledge Management involves processes for

Knowledge acquisition Knowledge creation Knowledge storage Knowledge sharing Knowledge application

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Knowledge Sharing

Connecting

CollectingSource: http://www.slideshare.net/nickmilton/introduction-to-knowledge-management

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KM Thoughts

“Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes.

A demand for knowledge will stimulate a supply, but not vice versa”

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1. Unclear concept/ vision

2. “Knowledge is power “ mentality

3. Lack of knowledge sharing processes

4. No time allowed

5. No knowledge sharing by executives

6. Managers do not walk the talk

7. Ineffective channels of knowledge distribution

8. Lack of knowledge filters

9. Lack of encouragement

10.Bureaucracy

Barriers to KM

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KM Thoughts

Our approach to KM is far more than stick or

carrot. We say, "Knowledge Sharing is your job.

Do it! As a reward you may keep your job”

-Bob Buckman

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SECI Model

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Socialisation Tacit-to-Tacit

Knowms observed how some skilful Serfs did farming.

Troubadours travelled around, and knew a lot about Serfs and environment outside (can be by observing as well).

Externalisation Tacit-to-Explicit

Knowms noted down what they had observed from serfs

Some successful Serfs, who could do the farming well, told other Serfs how to farm

SE..

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Combination Explicit-to-Explicit

Composing songs from the available knowledge.

Having discussions among Knowms and Wizards for additional knowledge

Knowms noted down knowledge told by Wizards.

Internalisation Explicit-to-Tacit

Hearing the songs and the could applying them to farming.

Troubadours travelled around and sang songs

CI..

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KM Tools

Wiki

RSS

File Sharing

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KM Portal

Wiki

RSS

File Sharing

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KM Methods After action reviews Storytelling Lessons Learned Best Practices Communities of Practice (CoP)

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KM@SunTec

Sunyee's life revolve around learning...

... because Sunyee is a knowledge worker

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Knowledge Management processes at SunTec

eLearning portal SunGuru

Knowledge collaboration SunWiki

Knowledge repositories SunDocs

Knowledge Sharing Events Product Watch, Project Watch

Knowledge Evaluation Certification, Monthly online exams

Knowledge Transfer Mentoring, presentations, Audit meetings

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Roadmap to KM in an Organization

Realize the “knowledge factor” Knowledge Audit Form a team Devise a KM strategy Communicate well Institutionalize effective processes Implement supporting IT systems Re-look and re-do

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Imagination

Is more important than

knowledge

Thank You