lecture 3 - knowledge creation and knowledge management architecture

Chapter 3: Knowledge Creation and Knowledge Architecture

KNOWLEDGE CREATION AND

KNOWLEDGE MANAGEMENT ARCHITECTURE

Lecture Three

ADP1 Develop Knowledge Management Solutions


Review of Lecture 2 Challenges in building KM Systems Compare KMSLC and CSLC Knowledge Management System Life C

ycle (8 Stages)

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This Week’s Topics Knowledge Creation and Sharing Knowledge Infrastructure Knowledge Management

Architecture Build versus Buy Decision

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KNOWLEDGE CREATION Dynamic activity that

can enhance organization success and economic well-being

Driver of innovation Involves knowledge

acquisition, selection, generation and sharing

Maturation - translates experience into knowledge

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Chapter 3: Knowledge Creation and Knowledge ArchitectureKnowledge Creation and Transfer via Teams

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Team performs a job

Knowledge captured and

codified in a form usable by others

New experience/ knowledge gained

Outcome compared to action

Outcome is realized

Initial knowledge

New knowledge reusable by same team on next job


Impediments to Knowledge Sharing

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Lack of Vocational reinforcers

Attitude

Personality

Company strategies and

policies

Organizational culture

Knowledge sharing

Work Norms

CompensationRecognitionAbility utilizationCreativityGood work environmentAutonomyJob securityMoral valuesAdvancementVarietyAchievementIndependenceSocial status


Nonaka’s Model of Knowledge Creation and Transformation

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TACIT TO TACIT(SOCIALIZATION)

e.g., Individual and/or Team

Discussions

TACIT TO EXPLICIT(EXTERNALIZATION)

e.g., Documenting a Team

Meeting

EXPLICIT TO TACIT(INTERNALIZATION)

e.g., Learn from a report and Deduce new ideas

EXPLICIT TO EXPLICIT(COMBINATION)

e.g., Create a Website from

some form of explicit knowledge; Email a Report

Chapter 3: Knowledge Creation and Knowledge ArchitectureKey to Knowledge Creation

The model focuses on tacit knowledge and use of technology to generate or transmit such knowledge to others

The key to knowledge creation lies in the way knowledge is being mobilized and converted through technology

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KNOWLEDGE INFRASTRUCTURE

Content core: Identify knowledge centres

People core: Evaluate employee profiles

Technical core: The totality of technology (S/W and H/W) required to operate the knowledge environment

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People

Technology

Content

Chapter 3: Knowledge Creation and Knowledge ArchitectureIdentifying Knowledge Centers

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MARKETING

HUMAN RESOURCES

CUSTOMER SERVICES

SALES

StrategiesToolsR & DAdvertising

Complaint rate, Satisfaction survey

Job skills,Training

Competition data, Sales volume, Leader sales data


Stages of KMSLC

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Evaluate Existing Infrastructure

Knowledge Capture

Design KM Blueprint

Verify and validate the KM System

Implement the KM System

Manage Change and Rewards Structure

Form the KM Team

Post-system evaluation

Iterative Rapid Prototyping

← KM Architecture


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User Interface(Web browser software installed on each user’s PC)

Authorized access control(e.g., security, passwords, firewalls, authentication)

Collaborative intelligence and filtering(intelligent agents, network mining, customization, personalization)

Knowledge-enabling applications(customized applications, skills directories, videoconferencing, decision support systems,

group decision support systems tools)

Transport(e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)

Middleware(specialized software for network management, security, etc.)

The Physical Layer(repositories, cables)

. . . . .

Databases Data warehousing(data cleansing,

data mining)

Groupware(document exchange,

collaboration)

Legacy applications(e.g., payroll)

1

2

3

4

5

6

7

Layer …User1 User2 Usern


KM Architecture Visualize the building blocks of a KM

system in the form of layers

User Interface being the least technical, and data repository the most technical

These layers represent internal technologies of the company

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The User Interface (Layer 1)

Interface between users and the KM system

Usually as a web browser

The goal is to remove barriers to information and tacit (made explicit) knowledge represented in the data repositories

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The User Interface (Layer 1)

User interface should be consistent, relevant, visually clear, easy to navigate, and easy to use

Usability testing by the actual users is the final test of acceptability

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Authorized Access Control (Layer 2)

Maintains security and ensures authorized access to the knowledge stored in company’s repositories

Access points can be intranet, Internet, and extranet 3-16


Authorized Access Control (Layer 2)

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Clients Suppliers Vendors Partners Customers

Internet IntranetExtranet

Public

• News/events

• Marketing• E-

commerce• Careers

• Human resource information

• Production information

• Sales information

• Strategic plans

• Product information • Sales information• Collaboration/cooperation

Company


Collaborative Intelligence and Filtering (Layer 3)

Personalized views based on roles and stored knowledge

Intelligent agents to reduce search time for needed information 3-18


Knowledge-Enabling Application (Layer 4)

Referred to as value-added layer

Provides knowledge bases, discussion databases, automation tools, etc.

Ultimate goal: demonstrate by knowledge sharing how employees’ performances are improved

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Transport Layer (Layer 5) Most technical layer to

implement Includes LANs, WANs,

intranets, extranets, and the Internet

Ensures that the company will become a network of relationships

Considers multimedia, URLs, graphics, connectivity speeds, and bandwidths

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Middleware (Layer 6) Focus on interfacing

with legacy systems and programs residing on other platforms

Designer should address databases and applications with which KM system interfaces

Makes it possible to connect between old and new data formats

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Chapter 3: Knowledge Creation and Knowledge ArchitecturePhysical Repositories (Layer 7)

Bottom layer in the KM architecture

Represents the physical layer where repositories are installed

Includes data warehouses, legacy applications, operational databases, and special applications for security and traffic management

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Build In-House, Buy, or Outsource?

Trend is toward ready-to-use, generalized software packages

Outsourcing is also a trend, releasing technological design to outsiders

Regardless of choice, it is important to set criteria for the selection

Question of who owns the KM system should be seriously considered

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End of Lecture Three

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Chapter 3: Knowledge Creation and Knowledge ArchitectureIn Class Discussion Exercise

Assume you are the person responsible for making decision on a KM project

How would you decide to build or buy?

Based on the key elements compared, and

The current state of your organization preparedness (thinking in terms of maturity in layers of KM architecture)

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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 System Life Cycle

Recognition of Need and Feasibility Study

Logical Design (master design plan)

Physical Design (coding)

Testing

Implementation (file conversion, user training)

Operations and Maintenance

Functional Requirements Specifications

Iterative

KM System Life Cycle

Evaluate Existing Infrastructure

Knowledge Capture

Design KMS Blueprint

Verify and validate the KM System

Implement the KM System

Manage Change and Rewards Structure

Form the KM Team

Post-system evaluation

versus

Iterative

Chapter 3: Knowledge Creation and Knowledge ArchitectureUsers Versus ExpertsAttribute 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

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KM System Development Life Cycle (8 Stages)

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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Build vs. BuyingOption Cost Time Factor

CustomizationIn-house Usually high Much shorter than High,

dependingdevelopment development by on quality of user staff

Development Usually low Depends on skills High to the user

by end users set, system priority, specifications

and so forth

Outsourcing Medium to high Shorter than High in-house

Off-the-shelf Low to medium Nil Usually up to

Solution 80% usable

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Chapter 3: Knowledge Creation and Knowledge ArchitectureKnowledge Sharing Via Teamwork

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Team performs a job

Knowledge captured and codified in a

form usable by others

New experience/ knowledge

gained

Outcome compared to action

Outcome is realized

Initial knowledge

New knowledge reusable by same team on next job

lecture 3 - knowledge creation and knowledge management architecture

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