KNOWLEDGE MANAGEMENT SYSTEMS

LIFE CYCLE

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CHALLENGES IN BUILDING KM SYSTEMS Culture — getting people to share knowledge Knowledge evaluation — assessing the worth

of knowledge across the firm Knowledge processing — documenting how

decisions are reached Knowledge implementation — organizing

knowledge and integrating it with the processing strategy for final deployment

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CONVENTIONAL VERSUS KM SYSTEM LIFE CYCLEKey differences: Systems analysts deal with information from the

user; knowledge developers deal with knowledge for company specialists

Users know the problem but not the solution; company specialists know the problem and the solution

System development is primarily sequential; KMSLC is incremental and interactive

System testing normally at end of cycle; KM system testing evolves from beginning of the cycle

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Conventional Versus KM System Life Cycle (cont’d)System development more extensive

than for KMSLCConventional system life cycle is

process-driven “specify then build”; KMSLC is result-oriented “start slow and grow”

Conventional system life cycle does not support rapid prototyping; KMSLC does

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Rapid Prototyping Process

Build a Task

Structurea Task

Structure the Problem

Make Modifications

Reformulate the Problem Repeated

Cycle(s)

Repeated Cycle(s)

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Conventional Versus KM System Life Cycle (cont’d)Key similarities: Both begin with a problem and end with a

solution Both begin with information gathering or

capture Testing is essentially the same to make sure

the system is right and it is the right system Both developers must choose the appropriate

tool(s) for designing their respective systems

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Users Versus Knowledge WorkersAttribute User ExpertDependence on system High Low to nil

Cooperation Usually cooperative Cooperation not required

Tolerance for ambiguity Low High

Knowledge of problem High Average/low

Contribution to system Information Knowledge/expertise

System user Yes No

Availability for system builder Readily available Not readily available

Table 3.1 Comparison of users and experts

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KM System Development Life Cycle Evaluate existing infrastructure Form the KM team Knowledge capture Design KM blueprint (master plan) Test the KM system Implement the KM system Manage change and reward structure Post-system evaluation

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Evaluate Existing InfrastructureSystem justification: Will current knowledge be lost through

retirement, transfer, or departure to other firms?

Is the proposed KM system needed in several locations?

Are experts available and willing to help in building a KM system?

Does the problem in question require years of experience and cognitive reasoning to solve?

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System Justification (cont’d) When undergoing knowledge capture, can

the expert articulate how problem will be solved?

How critical is the knowledge to be captured? Are the tasks nonalgorithmic? Is there a champion in the house?

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The Scope Factor Consider breadth and depth of the project

within financial, human resource, and operational constraints

Project must be completed quickly enough for users to foresee its benefits

Check to see how current technology will match technical requirements of the proposed KM system

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The Feasibility Question

A feasibility study addresses several questions: Is the project doable? Is it affordable? Is it appropriate? Is it practicable?

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The Feasibility Question (cont’d)

Areas of feasibility: Economic feasibility determines to what

extent a new system is cost-effective Technical feasibility is determined by

evaluating hardware and supportive software within company’s IT infrastructure

Behavioral feasibility includes training management and employees in the use of the KM system

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The Feasibility Question (cont’d)

Traditional approach to conducting a feasibility study:

Form a KM team Prepare a master plan Evaluate cost/performance of proposed KM Quantify system criteria and costs Gain user support throughout the process

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Role of Strategic PlanningRisky to plunge with a new KM system without strategizing. Consider the following:

Vision — Foresee what the business is trying to achieve, how it will be done, and how the new system will achieve goals

Resources — Check on the affordability of the business to invest in a new KM system

Culture — Is the company’s political and social environment amenable to adopting a new KM system?

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Matching Business Strategy With KM Strategy

Competitive threats; government regulations; customer threats

Focus on competitive advantage, role of IT, and level of creativity and knowledge innovation

Quality and reliability of the infrastructure and IT staff and resources

Regarding products or services, market, customers, suppliers, etc.

BusinessEnvironment

Strategic Plan

KMStrategy KM

Technology

Impacts

Impacts

Enables

Drives

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KM Team Formation Identify the key stakeholders in the prospective KM

system. Team success depends on:

Caliber of team members Team sizeComplexity of the projectLeadership and team motivationPromising more than can be realistically delivered

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KNOWLEDGE CAPTURE Explicit knowledge captured in repositories

from various media Tacit knowledge captured from company

experts using various tools and methodologies

Knowledge developers capture knowledge from experts in order to build the knowledge base

Knowledge capture and transfer often carried out through teams, not just individuals

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Knowledge Capture and Transfer Through Teams

Team performsa specialized task

Knowledge transfer method selected

Evaluate relationship between action and outcome

Outcome Achieved

Knowledge Developer

Knowledge stored in a form usable by others in the organization

Feedback

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Selecting an Expert Knowledge base should represent expertise rather

than the expert Questions facing knowledge developer:

How does one know the expert is in fact an expert? How would one know that the expert will stay with

the project? What backup should be available in case the

project loses the expert? How would the knowledge developer know what is

and what is not within the expert’s area of expertise?

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Role of the Knowledge DeveloperThe architect of the systemJob requires excellent communication

skills, knowledge capture tools, conceptual thinking, and a personality that motivates people

Close contacts with the championRapport with top management for

ongoing support

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Central Role of the Knowledge Developer

KNOWLEDGE WORKER

KNOWER

CHAMPION

KNOWLEDGE DEVELOPER

KNOWLEDGE BASE

InteractiveInterface

Solutions

UserAcceptance

RulesTesting

Knowledge

SupportFeedback

Prototypes

ProgressReports

Demos

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Design of the KM Blueprint

The KM system design (blueprint) addresses several issues: System interoperability and scalability with existing company IT

infrastructure Finalize scope of proposed KM system with realized net benefits Decide on required system components Develop the key layers of the KM architecture to meet company

requirements. Key layers are: User interface Authentication/security layer Collaborative agents and filtering Application layer Transport Internet layer Physical layer

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Testing the KM SystemVerification procedure: ensures that the

system is rightValidation procedure: ensures that the

system is the right systemValidation of KM systems is not

foolproof

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Implementing the KM System Converting a new KM system into actual operation This phase includes conversion of data or files This phase also includes user training Quality assurance is paramount, which includes

checking for: Reasoning errors Ambiguity Incompleteness False representation (false positive and false

negative)

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Resisters of Change Experts Regular employees (users) Troublemakers Narrow-minded superstars Resistance via projection, avoidance, or

aggression

Knowledge Management Tools

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Knowledge Management Critical Success Factors

Management Commitment Impact on Business Results Expectation Management Employee Motivation Project Management Infrastructure for Easy Access Effective tools for learning & knowledge sharing

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Knowledge Management Barriers

Lack of systems thinking

Skilled incompetence

Fear of change

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Types of Tools

MAINTENANCE TOOLS

Employee suggestionsystems

Self directed workteams

Statistical ProcessControl

Benchmarking

CROSSOVER TOOLS

Groupware

Business Process Re-engineering

Task Forces

Total QualityPrograms

ANTICIPATOR Y TOOLS

Scenario analysis

Delphi methods

Impact analysis

Decentralized strategicplanning

Jo int ventures/ alliances

UTILITY TOOLS

Customer Surveys

External advisorygroups

Content analysis

What’s Required inKnowledge Technologies– A Practical View

Source: Reid Smith, Vice President, Knowledge Management, Schlumberger Limited

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Knowledge Management… Improving organizational capability

Create a new working environment where knowledge and experience can easily be shared

Enable information and knowledge to emerge and flow to the right people at the right time so they can act more efficiently and effectively

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Apply everywhere what you learn anywhere

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Apply everywhere what you learn anywhere

People toInformation

People toPeople

People toBusiness

People toCommunities

• Make better decisions

• Make faster decisions

• Do more with less

• Speed up learning • Improve motivation

Connecting

Collaborating

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Knowledge Technologies – Present and Future

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First Wave KMFirst Wave KMTechnologyTechnologyPortals, Collaboration,Portals, Collaboration,Document Management,Document Management,Little IntegrationLittle Integration

ProcessProcessBest Practices, ValidationBest Practices, Validation

PeoplePeopleCommunities of PracticeCommunities of Practice

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Enterprise Information Portal

All important information from both inside and outside the company delivered to the desktop unstructured & structured data

thin client → web browser

Search & Browsing

• Services• Presentation – Visualization • Subscription –

Notification• Collaboration • Personalization• Publishing & Distribution • Data Feeds• Data Feeds • Security

• Trends• Finding → Doing • Multi-Purpose

Information

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InfrastructureInfrastructuree-businesse-businessXMLXMLWireless DevicesWireless Devices

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Knowledge RepresentationKnowledge RepresentationTransparent InterfacesTransparent InterfacesWorkflow CaptureWorkflow CaptureExpertiseExpertiseIncomplete, Ephemeral KnowledgeIncomplete, Ephemeral KnowledgeIntegrationIntegrationStandardsStandards

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One-Stop Search /One-Stop Search /Case-Based ReasoningCase-Based ReasoningSpeed, Precision, RecallSpeed, Precision, RecallNatural LanguageNatural LanguageIntegration / InteractionIntegration / InteractionMultilanguageMultilanguageMultiple MediaMultiple Media

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JIT Knowledge DeliveryJIT Knowledge DeliveryAgentsAgentsHelp WizardsHelp Wizardse-learninge-learning

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Knowledge Powered EnterpriseKnowledge Powered EnterpriseReal-Time Knowledge ManagementReal-Time Knowledge Management – – Everyone ContributesEveryone Contributes

– – KM Embedded in WorkflowKM Embedded in Workflow

Seamless Information SpaceSeamless Information SpaceIntegrated Simulation / Decision SupportIntegrated Simulation / Decision SupportData Mining / Knowledge DiscoveryData Mining / Knowledge Discovery

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Decisions … in Real TimeOilCo Well Engineer: We're planning to sidetrack

well B23 in the Fifties field and are hoping you’ll buy in. For $10 million you can become a full 1-percent partner. A 96-hour shut-in test ended a few minutes ago. It indicates additional reserves of 750,000 barrels of oil and an initial sand-free production rate of 4,300 barrels per day…. We could do this tomorrow.

Investor, consulting his Knowledge Hub: I see that a sidetrack can double my rate of return, with a payback time of 30 days for 1-percent interest.… Count me in.

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Knowledge Creation / Knowledge Creation / InnovationInnovationContinuous LearningContinuous Learning

45Today Long Term

Infrastructuree-businessXMLWireless Devices

One-Stop Search / Case-Based Reasoning

Speed, Precision, RecallNatural LanguageIntegration / InteractionMultilanguageMultimedia

Knowledge RepresentationTransparent InterfacesWorkflow CaptureExpertiseIncomplete, Ephemeral KnowledgeIntegrationStandards

JIT Knowledge DeliveryAgentsHelp Wizardse-learning

Knowledge Powered EnterpriseReal-Time Knowledge Management

– Everyone Contributes– KM Embedded in Workflow

Seamless Information SpaceIntegrated Simulation / Decision SupportData Mining / Knowledge Discovery

Knowledge Creation / Innovation

Continuous Learning

First Wave KM Technology

Portals, Collaboration, Document Management, Little Integration

Process Best Practices, Validation

People Communities of Practice

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