Knowledge Management 101

Knowledge Management

Bill Jett

District 17

Knowledge Management and Metrics Specialist


How Much Knowledge Is There In The World?

Library of Congress – Books – 20 million - 20 terabytes at 1 MB Photographs – 13 million – 13 Terabytes at 1 MB Maps – 4 million – 200 TBMovies – 500 thousand – 500 TB at 1 GBSound Recordings – 3.5 million – 2000 TB at 1 audio cdTotal Estimate: 3,000 terabytes

* 1 Terabyte = 1000 Gigabytes


The Data-Wisdom Pyramid

WISDOM

KNOWLEDGE

INFORMATION

DATA – FACTS - FACTOIDS


----------------------------------------------------------------- "If only HP knew what it knows it would make three times more profit tomorrow" Lew Platt, ex CEO Hewlett Packard ----------------------------------------------------------------- "Knowledge Management is the discipline of enabling individuals, teams and entire organisations to collectively and systematically create, share and apply knowledge, to better achieve their objectives" Ron Young, CEO/CKO Knowledge Associates International


----------------------------------------------------------------- "Most activities or tasks are not one-time events. Whether its drilling a well or conducting a transaction at a service station, we do the same things repeatedly. Our philosophy is fairly simple: every time we do something again, we should do it better than the last time". Sir John Steely Browne, BP, Harvard Business Review, 1997. ----------------------------------------------------------------- "The capabilities by which communities within an organisation capture the knowledge that is critical to them, constantly improve it and make it available in the most effective manner to those who need it, so that they can exploit it creatively to add value as a normal part of their work" GlaxoSmithKline -----------------------------------------------------------------


----------------------------------------------------------------- "Knowledge management will deliver outstanding collaboration and partnership working. It will ensure the region maximizes the value of its information and knowledge assets and it will help its citizens to use their creativity and skills better, leading to improved effectiveness and greater innovation". West Midlands Regional Observatory, UK ----------------------------------------------------------------- "We recognise that our most important asset is people and their knowledge. We understand Knowledge Management (KM) as the cultivation of an environment within which people are willing to share, learn and collaborate together leading to improvement". Care Services Improvement Partnership (CSIP) ------------------------------------------------------------


A system that provides the user with the explicit information required, in exactly the form required, at precisely the time the user needs it.Frank McKenna (San Diego, CA USA)


Baldrige National Quality Program, Section 4.2 Management of Information, Information Technology and Knowledge

Quality and Availability of needed data, information, software and hardware for the workforce, suppliers, partners, collaborators and customers.

Continued Availability (data, information, systems), accuracy, integrity, reliability, security, confidentiality, user-friendliness, current with business needs, timeliness (from need to fulfillment).


Core Components Of Knowledge Management

People

Organizations

Processes

Technology


Knowledge Management Environment

Repeating events or circumstances

Trust – Collaboration

Managerial Shell

Stakeholders (co-workers, workforce, suppliers, partners, collaborators,

customers)

Knowledge ManagementObjectives Of Knowledge Management

ProfitAchievement

Process Improvement (Time, Resources, Effectiveness)

Product ImprovementService Improvement

Knowledge ImprovementCreativity / Innovation

Adaptation (changing environments or markets) Add Value

Competitive AdvantageReduce Costs

Reduce TrainingReduce Waste of Resources

Increase ProductionSolve Problems

Retain Intellectual Assets

Knowledge ManagementApproaches To Knowledge Management

Collectively – group process

Systematically – structured, organized

Prescriptively – In exactly the form required. Made available in the most effective

manner.

Targeted – To those who need it.


Human Structures

Individuals

Teams

Organizations

Knowledge ManagementProperties Of Knowledge Management

Availability AccuracyIntegrity

ReliabilitySecurity

ConfidentialityRelevance

User-friendlinessCurrency (with business needs)

Timeliness (from need to fulfillment)

Knowledge ManagementProcesses In Managing Knowledge

IdentifyCreateCollect

Store / RetainShare / Transfer / Make Available

ApplyFeed Back / Corrective or Enhancing

Actions


Identification Identification is the process of determining target knowledge; identifying knowledge of value versus non-value added information. It includes identifying target users.

CreationThe creation of knowledge is required where it did not previously exist. And it must be created in a manner that can be passed on to the next stage.


Collection / CaptureCapturing refers to collecting knowledge in a permanent manner that allows it to be stored and then made available. Collection processes can include structured analysis, interviews, mind mapping, process mapping.


Storage Storage refers to the manner in which knowledge is preserved and accumulated. Storage media includes hard copy text and pictures (books, paper, etc), magnetic media, optical diskettes. On a larger scale libraries, operation centers, disk farms, web-world. Each manner of storage has their own methods of identifying information locations and retrieval processes, which impacts the following stage of Availability.


Sharing – Transfer – Making Available

Availability is the manner in which stored knowledge is disseminated or served to other people or systems. The information can be pushed, pulled or served as a combination to end-users. For example E-mail, or search


Apply How do the stakeholders make use of the knowledge to achieve one or more of the objectives.

Feeding BackTaking corrective or enhancing actions. How does the knowledge management process close the loop and feed back its own lessons learned to improve the targeted processes as well as to improve the knowledge management process itself.Example: SEI CMM Lessons learned vs correcting the problem.

Knowledge ManagementMethods / Techniques

Historical:

OJT

Apprenticeships

Mentorship

Public forums

Documents

Libraries

Knowledge ManagementTechnical Adaptations:

Storage Media

Knowledge Bases

Expert Systems

Knowledge Repositories

Decision Support Systems

Computer Supported Cooperative Work


Next Generation:

Connectivity Tools (networks)

Internet

Tele-Communication devices

Social Media (Wiki, Blog, ??)


Objective(s) MethodOJT /

Mentorship

MethodKnowledge

Base

MethodWiki / Blog

Reduce Training X

Retain Intellectual Assets

X

Creativity / Innovation X


Processes MethodOJT / Mentorship

MethodKnowledge Base

MethodWiki / Blog

Identify

Create

Collect

Store / Retain

Share / Transfer / Make Available

Apply

Feed Back / Corrective or Enhancing Actions


THANK YOU

QUESTIONS / COMMENTS

Bill Jett

District 17

Knowledge Management and Metrics Specialist