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Knowledge Management
Ancient Collaboration at the
organizational level Could revolutionize
collaboration and computing
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Opening Vignette: Knowledge Management
Gives Mitre a Sharper Edge
Mitre - knowledge management system (KMS) to leverage organizational knowledge effectively through the organization
Internal marketing during development Supported at the highest level Provided an important application
Organizational culture shift was critical Saved $54.91 million / invested $7.19 million (End of 2001: over $60 million saved)
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge Management
Leverages intellectual assets Delivers appropriate solutions to
anyone, anywhere Good managers have always done
this Ancient concept
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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How the Irish Saved Civilizationby Thomas Cahill
Maewyn (later Patrician), from Wales (Western UK), a pagan Roman child born in 385.
At 16, abducted by Irish marauders who raided his village.
Brought to Ireland, sold into slavery, became a shepherd (& learned Gaelic).
Lived there 6 years. Got a vision – walk to a port city and sailors
will take you home.
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How the Irish Saved Civilizationby Thomas Cahill
Got edgy in Wales. Left for Gaul to become a Catholic Priest. Stayed 12 years. Learned to read and write. Copied books. Got edgy again. Decided to convert all Irish
pagans to Christianity. But instead the Church appointed St.
Palladius to Ireland.
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How the Irish Saved Civilizationby Thomas Cahill
Two Years later, Patrick went back to Ireland as Second Bishop (Remember he spoke Gaelic)
Established monasteries, schools and churches.
Performed his vision (mission/miracle?) over 30 years (and was arrested several times).
Also the snake miracle? Patrick retired to County Down. Died on March 17 in 461.
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How the Irish Saved Civilizationby Thomas Cahill
Also taught the Irish to read and write Because of a love of learning and books
Irish priests go to the continent to copy books and bring them back
ROME FALLS (476)! LIBRARIES/BOOKS BURNED! MIDDLE (DARK) AGES BEGIN!
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How the Irish Saved Civilizationby Thomas Cahill
Most of Europe is Ignorant. Little reading/writing. Few books.
Centuries pass. Irish priests eventually move into Scotland, England,
and the continent. Train priests to write and read. Bring books back. Renaissance Begins (~1450 – Gutenberg) Most of the classical Western literature was
preserved in Ireland – the world’s largest KNOWLEDGE REPOSITORY – for centuries.
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Knowledge ManagementHelps organizations
Identify Select Organize Disseminate TransferImportant information and expertise
within the organizational memory in an unstructured manner
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge
As a form of capital, must be exchangeable among
persons, and must be able to grow
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge Management
Requires a major transformation in organizational culture to
create a desire to share
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge
Information that is contextual, relevant and actionable
Knowledge is INFORMATION IN ACTION
Higher than data and information
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge Types
Explicit knowledge
Tacit knowledge
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Explicit Knowledge
Objective, rational, technical Easily documented Easily transferred / taught /
learned
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Tacit Knowledge
Subjective, cognitive, experiential learning
Hard to document Hard to transfer / teach / learn
Involves a lot of human interpretation
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge Repository
Not a database Not a knowledge base (like for
ES)
A collection of internal and external knowledge
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Cyclic Model of KM
ManageKnowledge
StoreKnowledge
DisseminateKnowledge
RefineKnowledge
Create Knowledge
CaptureKnowledge
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Chief Knowledge Officer (CKO)
Maximize firm’s knowledge assets
Design and implement KM strategies
Effectively exchange knowledge assets
Promote system use
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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KM Strategies Codification Strategy
– Identify who has knowledge– Classify and extract the knowledge– Manage the knowledge
Personalization Strategy– Identify who has knowledge– Classify the knowledge and store information
about who to contact to get it– Manage the “pointers to the knowledge”
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Storage Strategies
Repository Storage Strategy– For the Codification Strategy– Develop a Knowledge Repository, and– The Technology and People to Manage it
Network Storage Strategy– For the Personalization Strategy– Heavily based on communication to connect
with people who have knowledge
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KM Technologies
1. Communication– To enable people to connect to other
people or the KMS
2. Collaboration– To enable people to work together
3. Storage– To store and maintain the knowledge or
knowledge about who has knowledge
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KM and AI
Can use AI in KM Can use KM in AI Data mining can create
knowledge
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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KM – The Future
Not a fad Impact is immense Research on organizational
culture How to do each step Are they the right steps?
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge Management
The definition is clear The concepts are clear The challenges are
Clear Surmountable
The benefits are clear (and can be huge)
The tools and technologies are viable
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge ManagementKey Issues
Organizational culture Executive sponsorship Measuring success
The future: Comprehensive standardized KM packages
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ
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Knowledge Mangement“The wise see knowledge and action
as one” (Bhagvad Gita). Intelligent organizations recognize
that knowledge is an asset, perhaps the only one that grows over time, and when harnessed effectively can sustain the ability to continuously compete and innovate.
Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition.Copyright 2001, Prentice Hall, Upper Saddle River, NJ