harvard business review on knowledge management chapters 4-6 presented by: gabe hazlewood josh...
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Harvard Business Review onKnowledge Management Chapters 4-6
Presented by: Gabe Hazlewood Josh Hottenstein James Chen
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Presentation to MIS 480/580: Knowledge Management Spring 2008
Agenda
Chapter 4: How Do We Teach People to LearnChapter 5: How Different Approaches to Problem
Solving effect KMChapter 6: What is the Role of Organizational
Experience in KMDiscussion on the role Behavior plays in KM
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Theme of Our Discussion
“What role does individual behavior have in organizational learning and what behaviors do we exhibit that inhibit effective knowledge management”
At the close of this presentation you should be able to: • Explain why professionals avoid learning• Understand how different personalities effect the creation and
use of knowledge• Explain the role of experience on organizational learning• Utilize best practices mitigate these concerns in organizations
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Chapter 4:Teaching Smart People How to Learn
Chapter by: Chris Argyris
Presented by: Gabe Hazlewood
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Background
• Issue– “…success in the marketplace increasingly
depends on learning, yet most people don’t know how to learn.” – C. Argyris
• Problem– Most companies are not aware that learning
dilemma even exists• Reason
– Companies misunderstand what learning is and how to bring it about
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Mistakes
• Define learning too narrowly as mere “problem solving.”– Single-loop learning• Thinking that getting people to learn is a
matter of motivation– Double-loop learning
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Solution
Companies can learn to resolve the learning dilemma
What it takes:“…make the ways managers and employees
reason about their behavior a focus of organizational learning and continuous improvement programs.” – C. Argyris
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How Professionals Avoid Learning
• Biggest obstacle: Themselves• Efforts at learning are focused on external
organizational factors– Professionals acted as enthusiastic participants
• Efforts at learning focused on professionals’ own performance– Feelings of guilt– Began to criticize others– Defensive reasoning
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Defensive Reasoning
Key factor: The way the professionals reasoned about their behavior and that of others
Theory of actionParadox of human behavior“Theory-in-use”
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Governing Values of Theories-in-use
• Four basic values– Remain in unilateral control– Maximize “winning” & minimize “losing”– Suppress negative feelings– Be as “rational” as possible
• Purpose of values– Avoid embarrassment or threat– Avoid feeling vulnerable or incompetent
• “The inevitable response to the observation that somebody is reasoning defensively is yet more defensive reasoning… well-educated professionals are especially susceptible to this.”
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“Doom Loop” and “Doom Zoom”
• “…rarely experienced the embarrassment and sense of threat that comes with failure.”
• “…they do not appreciate being required to compete openly with each other. They feel it is somehow inhumane.”
• “…behind high aspirations for success is an equally high fear of failure… to feel shame and guilt when they do not meet their high standards.”
• “…never developed tolerance for feelings of failure or the skills to deal with it… led them to fear the fear of failure itself.”
• Effects:– Individual perform well, but because job was not perfect and no
accolades are received, they go into a “DOOM LOOP” of despair– Don’t ease into it; ZOOOOOOM into it!
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Learning How to Reason
Problem “…even when people are genuinely committed to improving… people still
remain locked in defensive reasoning.” There is reason to believe that organizations can break out of this
“vicious circle.” People legitimately strive to produce their intentions, and value acting
knowledgeably How?
Utilize universal human tendencies to teach people how to reason in a new way
Change must start at the top!
“Until senior managers become aware of the ways they reason defensively, any change activity is likely to be just a fad.”
Relate to real business problems
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Final Thoughts
A Company’s learning process needed to overcome organizational defenses through the same kind of “tough reasoning” underlying the effective use of ideas in: Strategy Finance Marketing Manufacturing Other management disciplines
“To question someone else’s reasoning is not a sign of mistrust but a valuable opportunity for learning.”
“Learning to reason productively can be emotional – even painful. But the payoff is great.”
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Chapter 5: Putting Your Company’s Whole Brain to Work
Chapter by: Dorthy Lenard and Susaan Straus
Presented by: Josh Hottenstein
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Putting Your Companies Whole Brain to Work
Managers need to take into account intellectual diversity and different learning styles when developing effective learning organizations
Managers must take into account: The Creative Process How We Think How We Act A Caveat Emptor Mentality
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The Creative Process
Driven by the need to innovate or fall behind
Potential problems: • Comfortable Clone Syndrome:
Coworkers share similar interest and as a result think alike
• Struggle due to disagreement: Managers do not understand different thinking styles
and are not able to effectively manage diverse teamsPotential positives: • The use of Creative abrasion:
The manager is able to successfully manage diverse thinking styles to successfully innovate
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How We Think
We all have a number of Cognitive Differences the effect how we approach problem solving
Some models of which include:• Left Brain vs. Right Brain• Myers-Briggs Type Indicator
• Herrmann Brain Dominance Instrument
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Left Brain vs. Right Brain
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The belief here is how people tend to process information that has been collected and what forms their approach to problem solving
Source” http://www.pharmaceutical-technology.com/contractor_images/coloron/image_2.jpg
Myers-Briggs Type Indicator
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I = IntrovertE = Extravert
S = SensingN = Intuitive
T = ThinkF = Feeling
P = PerceivingJ = Judging
Personality type indicator based uponJungian types that shows how individuals process information along 4 different dimensions, each of which influence personality decision making style
Source: http://www.billpere.com/WorkshopFolder/Workshop_images/MBTI_Grid.gif
Herrmann Brain Dominance Instrument
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A. Analytical thinking Preferred activities : collecting data,
analysis, understanding how things work
B. Sequential thinking Preferred activities : following
directions, detail oriented work C. Interpersonal thinking
Preferred activities : listening to and expressing ideas, looking for personal meaning
D. Imaginative thinking Preferred activities : Looking at the
big picture, taking initiative, challenging assumptions
Source: Wikipedia
Based upon Ned Herrmann while a manager at General Electric
Source: Leila Hidar
How We Act
Managers need to develop teams that embrace intellectual diversity to effectively manage the creative process and the creation of knowledge
To do this the author suggest the following: Understand Yourself Forget the Golden Rule Create Whole-Brained Teams Look for the Ugly Duckling Manage the Creative Process
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How We Act Continued
Understand Yourself Know your style you so you understand differences in learning and
communication styles. Forget the Golden Rule
Tailor the communication to the receiver instead of the sender Create Whole-Brained Teams
Ensure individuals with different intellectual approaches are on your teams
Look for the Ugly Duckling Spend time understanding team members and acknowledge differences
Manage the Creative Process Set common team goals and make guidelines explicit so members know
what to expect Depersonalize Conflict
Ensure conflict is handled quickly and addressed as an attribute or behavior not interpersonally
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Caveat Emptor
Understand that the instruments are only a tool and will only look at a particular aspect of personality
A particular preference is not better or worse they are just different modes of approaching a problem
Individuals will act outside our preferred styles depending on the situation
Only professionals should administer instruments due to how results can be utilized and copyright concerns
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Conclusions
In today's organizations multiple view points need to be taken into account and effective understanding of different problem solving methodologies can help the innovation process
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Chapter 6: How To Make Experience Your Company’s Best Teacher
Chapter by: Art Kleiner and George Roth
Presented by: James Chen
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Experience is Often the Best Teacher
In our personal life In corporate life
Mistakes get repeated, smart decisions do not Why?
Insight are rarely shared openly, and they are analyzed, debated, and ultimately internalized by the whole organization even less frequently
Managers have few tools with which to capture institutional experience and disseminate its lessons
Then, what we should do about this?
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Development of Learning History
Definition:
A learning history is a written narrative of a company’s recent set of critical episodes presented in two column
How to create a Learning History:
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Analysis and commentary by the learning historians who are trained outsiders and knowledgeable insiders
Relevant events are described by the people who took part in them, were effected by them, or observed the events close-up
Learning History (continued)
When complete, it is used as the basis for group discussions
It is actually based on the ancient practice of oral histories
Example for learning-history project
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Why Learning Histories Work
1. They build trust
2. Effective at raising issues that people would like to talk about but have not had the courage to discuss openly.
3. Have proved successful at transferring knowledge from one part of a company to another
4. Help build a body of general knowledge about management.
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Knowledge Types
Explicit knowledgeKnowledge that has been codified
Tacit knowledgeKnowledge contained in individuals minds
The transfer of tacit knowledge is important in creating and maintaining a company culture, including the ethical dimension.
Tacit Knowledge Transmission
The Learning of Tacit Knowledge: A Model
Described by Nonaka and Takeuchi
Tacit Knowledge Transmission (Cont.)
One area in which this cycle is invaluable for business is in the development of new knowledge that provides competitive advantage.
Another area of business in which the cycle can come into play is the development of company culture
The tacit learning model suggested by Nonaka and Takeuchi may be very useful in helping us understand how tacit learning can be directed toward more positive outcomes
Case Analysis (Focus on Strategic Decision)
Kmart Once the biggest retailer Kicked a number of competitors out of business
Scale, lower cost, renovation, etc. Challenged by Wal-Mart
Wal-Mart adopted Kmart’s successful strategies Focus on market growth especially on suburban &
small towns Lowered operational costs and prices Added good decorations to attract more customers
Learning from experience huge difference in market position
Conclusions
Learning histories can be an effective documentation method and could help companies or departments learn from experience gathered during previous engagement and get a better understanding of the critical choices for their project.
Experience can be the best teacher
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Los Angeles Unified School District
Example of Defensive Reasoning Critical hardware and software for the
payroll system had failed numerous timesBoth the School District and Deloitte went
back and forth laying blame on each other Resulted in unwanted media attention
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Source: LA Times
Herrmann Brain Dominance Example
Management at a large hospital was having problems developing group interaction
Brought in outside consultant that administered the instrument and trained the team on brain dominance
Highlighted the different learning methodologies and allowed the team to understand why different team member behaved in a particular fashion
Resulted in better team work and more responsive attention to internal customers needs
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Source: Interview Paul Hottenstein, Director at the Hospital
MBTI Example
Arizona Blue Chip program utilizes MBTI as part of their leadership training
• Individuals take the instrument and then discuss the personalities in like and dissimilar teams
• Teams are then formed using dissimilar personality types to ensure diversity of thought
• Participants have noted they have ot work harder in these teams but administrators have seen a higher quality output as a result
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Source: Interview Jeff Jackson, Director Blue Chip Program
Learning History Example
The development and codification of Common Law traditions
When suit is brought in court individuals claim that they have been harmed.
In the common law tradition decisions are made in these suits and opinions written down that codify norms of business and social interactions
Over time these decisions are collected form the basis of a codified tradition of common law.
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