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Page 1: Introduction to Knowledge Management
AZV
FHVD: Fachhochschule für Verwaltung und Dienstleistung
Course: Wissensmanagement
Instructor: Prof. Dr. Alex da Mota Pedrosa
Page 2: Objectives of the Event
Raise awareness of the increasing importance of knowledge
Develop understanding of information and knowledge concepts and their management
Overview of ways to manage information and knowledge
Page 3: Recommended Literature
Argyris, C.; Schön, D.A. (1996). Organizational Learning II. Addison-Wesley.
Becerra-Fernandez, I., & Sabherwal, R. (2015). Knowledge Management: Systems and Processes (2nd ed.). Routledge, New York.
Davenport, T., & Prusak, L. (2000). Working Knowledge: How Organizations Manage What They Know. Boston.
Gronau, N. (2014). Handbuch prozessorientiertes Wissensmanagement: Methoden und Praxis. Gito Verlag.
Page 4: Additional Recommended Literature
Lehner, F. (2012). Wissensmanagement: Grundlagen, Methoden und technische Unterstützung (4th ed.). Hanser Fachbuchverlag, München.
Nonaka, I., & Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. New York.
North, K. (2021). Wissensorientierte Unternehmensführung: Wertschöpfung durch Wissen (7th ed.). Gabler.
Probst, G., Raub, S., & Romhardt, K. (2010). Wissen managen: Wie Unternehmen ihre wertvollste Ressource optimal nutzen. Gabler Verlag.
Page 5: The Maze Game
AZV and FHVD logos
Description of the Maze Game
Page 6: Maze Game Overview
Team Challenge: Find the non-beeping path through the maze more efficiently than the other team.
Rules: Each team member takes turns advancing until a beep sounds, prompting them to retrace their steps while avoiding beeps.
After determining the path, all team members must navigate it without errors.
Page 7: Maze Game Rules
Teams must not skip turns; everyone participates in a specified sequence.
Penalties for infractions (e.g., beeping, communicating) lead to additional time penalties.
Teams have 5 minutes to strategize.
Page 8: Starting the Maze Game
Questions invited before starting the game.
Page 9: Reflections Post-Game
Discussion points: Initial vs. evolving strategy, experiences within the maze, lessons learned from gameplay.
Page 10: Group Work Importance
Topic: Why is knowledge management important?
Page 11: Importance of Knowledge Management
Quote: "Knowledge is at the heart of today’s global economy, and managing knowledge is vital for companies' success" (Kluge et al. 2001).
Context: Knowledge is critical for both business and public administration success.
Page 12: Employee Statistics Research Task
Task: Investigate changes in employee numbers in public administration over recent years.
Focus: Gather demographic information.
Page 13: Reasons for Managing Knowledge
Key competitive factor:
Shorter innovation cycles
Increased knowledge work
Greater decentralization (e.g., remote work)
Page 14: Importance Factors of Knowledge Management
Influence on:
Quality
Productivity
Employee motivation
Notable in customer-oriented organizations.
Page 15: Challenges of Knowledge Management
Issues:
Remote work hampers knowledge exchange.
Organizational structures block cross-departmental knowledge sharing.
Knowledge is power; cultural barriers inhibit sharing.
Page 16: Resources and Knowledge
Shift toward informational and knowledge society due to
Digitalization
Globalization
Key implications: Accelerated learning processes, reduced transaction costs, emergence of knowledge markets.
Page 17: Group Discussion on Forces
Discuss three drivers:
Shift to informational and knowledge society
Globalization
Digitalization regarding public administration.
Consider their alignment with public administration.
Page 18: ChatGPT Inquiry
Experiment with ChatGPT to explain knowledge management in three sentences.
Page 19: Thank You Note
AZV and FHVD logos displayed.
Page 20: Course Agenda
Definitions of Knowledge & Knowledge Management
Knowledge Staircase according to North
Page 21: Define Knowledge
Exercise: Define "knowledge" in your own words.
Reminder to focus on terminology used.
Page 22: What is Knowledge?
Knowledge is always person-bound and context-dependent.
It consists of:
Contextual information
Insights
Experience
Data and information
Viewed as the sum of knowledge and skills utilized in problem-solving.
Page 23: Case Study Reading and Questioning
Task: Read a case study and answer questions on
Context of the case
Relevant data
Differences between data and information.
Page 24: Data, Information, and Knowledge
Data:
Raw facts, easy to structure, non-interpretive.
Information:
Patterns of data with meaning, interpretable semantics.
Knowledge:
Applicable information, challenging to structure and process.
Page 25: Knowledge Staircase by North (2021)
Design all levels of the knowledge staircase!
Strategic knowledge management
Focus on competencies and competitive advantage.
Page 26: Digital Transformation Impact
Digital technologies are altering the generating, sharing, and usage of data, information, and knowledge.
Page 27: Comparing Knowledge with Action
Discussion topic: What distinguishes knowledge from action?
Indicate at what developmental stage your administration is, with examples.
Page 28: Changes for Public Administration
What needs to change in public administration to achieve maturity level 3?
Discuss why knowledge management is necessary for public administration.
Page 29: Knowledge Management Building Blocks (Probst, 1997)
Components include:
Knowledge goals
Knowledge evaluation
Documenting knowledge
Gaining and explicating knowledge
Storing and deleting knowledge
Structuring knowledge
Representing knowledge
Distributing and communicating knowledge
Searching and finding knowledge
Page 30: Knowledge Storage Systems
Examples:
Documents
Wikis and FAQs
Information Systems
SharePoint
Videos
Mindmaps
Page 31: Knowledge Transfer Challenges
Issues include
Varied documentation practices
Knowledge obsolescence
Delayed knowledge transfer initiation.
Page 32: Organizational Barriers to Knowledge Sharing
Examples of barriers:
Hierarchical barriers
Functional barriers
Unconnected knowledge silos
Page 33: Identifying Barriers
Discussion prompt:
Where could hierarchical barriers exist?
Where are functional barriers?
Unconnected knowledge silos examples.
Page 34: Key Takeaways
Discussion on three main points from today’s session.
Page 35: Knowledge Pyramid
Data, information, and knowledge relationship.
Meaning and structure:
- Moving from raw data to structured knowledge.
Page 36: Definition Levels of Knowledge
Exploration of knowledge values: from null to very high.
Page 37: Generating Knowledge Process
Continuous process
Action, perception, learning, and reflection are core components.
Page 38: Information vs. Knowledge
Differences outlined in clarity, usage, and dynamic quality.
Page 39: Types of Knowledge
Distinction between explicit and implicit knowledge.
Explicit: Independent, easy to share, formally articulated.
Implicit: Dependent on people, hard to externalize, context-specific.
Page 40: Discussion: Types of Knowledge
Group discussion to provide examples of implicit knowledge.
Page 41: Knowledge Categories
Explicit and implicit, organizational and individual examples.
Page 42: General Knowledge vs. Context-Specific Knowledge
General knowledge easily shared, while context-specific pertains to specific circumstances.
Page 43: Knowledge Transfer Process
Schematic representation of knowledge transfer with situational conditions.
Page 44: Defining Knowledge Management
Knowledge management as the structured approach to maximize knowledge resources.
Page 45: Goals of Knowledge Management
Achieving competitive advantages, improving customer relations, enhancing efficiency in development projects, successful reengineering.
Page 46: Knowledge Management in Public Administration
Current challenges identified for public administration regarding knowledge-management practices.
Page 47: Benefits of Knowledge Management
Access to updated integrated information, risk minimization, faster problem-solving, and better services for citizens.
Page 48: Collaboration and Innovation in Knowledge Management
Importance of collaborative methodologies and everyone's role in knowledge share.
Page 49: Maturity of Information Systems
Reference to outdated systems affecting efficiency and collaboration.
Page 50: Leveling Knowledge Management
Strategies for leveling knowledge management practices across generations.
Page 51: Case Study Overview: Berlin
Presentation of best-practice transfer challenges and lessons learned from a practical case involving jobcenters.
Page 52: Differentiating between Data and Information
Explanation of data as raw versus information as processed data, providing context and meaning.
Page 53: Knowledge Management and Digitalization Integration
Critical relationship discussed emphasizing the importance of knowledge in administrative outcomes in the digital age.
Page 54: Understanding Knowledge Sharing Principles
Current trends and ethical concerns surrounding knowledge sharing in digital platforms.
Page 55: Components of Knowledge Management Model
Overview of Probst et al.'s knowledge management model components delineating roles and strategies.
Page 56: Highlights of Successful Knowledge Management Practices
Effective communication of knowledge management results is emphasized for increasing public service effectiveness.
Page 57: Final Thoughts
Continuous evolution and integration of knowledge management strategies are vital for keeping pace with changing public administration demands.