Knowledge Management Systems Overview

Knowledge Management Systems in Organizations

Knowledge Redefined

  • Knowledge: Awareness and understanding of a set of information and how this information can be useful for specific tasks or decisions.
  • Knowledge Management System (KMS): An organized collection of people, processes, software, databases, and devices used to create, store, share, and use an organization's knowledge and experience.

Knowledge Management Enablers

  1. Leadership
  2. Knowledge champions, such as Chief Knowledge Officers (CKOs)
  3. Culture
  4. Access
  5. Technology
  6. Learning culture

Factors Affecting Effective Knowledge Management Systems

  1. 80% - Organizational culture & human factors
  2. 20% - Technology

Essence of KM Today

  1. Knowledge is primarily created in people's minds; KM practices must encourage employees to develop new knowledge.
  2. KM methodologies and technologies should effectively elicit, represent, organize, reuse, and renew knowledge.
  3. KM should engage knowledge owners and celebrate their expertise.

Knowledge Requirements: Capture, Organization, Access and Leverage

OLD WAY

  1. Capture: Written, auditory, or graphical representations.
  2. Organization: Tables of content, indexes, classification systems (like those in libraries).
  3. Access: Physical presence required to reach knowledge locations (libraries, companies).
  4. Tacit Knowledge: Rarely tapped.
  5. Leverage: Sum game.

NEW WAY

  1. Capture: Digital representation in cyberspace.
  2. Organization: Software based on engineering principles, mathematical equations, and word associations, accessible 24/7.
  3. Access: Computer links allow access anywhere.
  4. Tacit Knowledge: Now accessible through multiple technological tools.
  5. Leverage: Exponential gains through technology.

Technology Changes

  • Information Technology: Facilitates sharing and accelerates knowledge growth.
  • Knowledge is estimated to double every 18 months, and technology enhances the speed of knowledge proliferation.
  • KM Mechanisms: Structural means to promote KM, enhanced by leading-edge technologies (e.g. Web-based conferencing).
  • KMS: A synergy of state-of-the-art technologies with organizational structures.

Overview of General ICT Systems for Knowledge Management

  • Share Knowledge:
    • Group collaboration systems (e.g. Groupware, Intranets).
  • Artificial Intelligence Systems:
    • Expert systems, neural networks, fuzzy logic, genetic algorithms.
  • Intelligent Capture and Codify Knowledge:
  • Distribute Knowledge:
    • Tools like word processing, desktop publishing, imaging, electronic calendars.
  • Knowledge Work Systems:
    • CAD, virtual reality, investment workstations.

Key Players in Knowledge Management (KM)

  • Data Workers: Administrative assistants and data entry personnel.
  • Knowledge Workers: Those who create, use, and disseminate knowledge (e.g. professionals in science, engineering).
  • Chief Knowledge Officer (CKO): Executive responsible for leveraging KMS for organizational goals.
  • Communities of Practice (COP): Groups dedicated to specific disciplines that excel at knowledge handling.

Obtaining, Storing, Sharing, and Using Knowledge

  • Knowledge Management System encompasses the processes of:
    • Knowledge creation,
    • Storage,
    • Sharing,
    • Usage.

Integrating Technologies in Knowledge Management

Popular Technologies

  1. Wikis, Blogs, Social Networks: Facilitate collaborative projects and discussion.
  2. Semantic Web: Enhances searchability and organization of knowledge.
  3. GIS: Integrates diverse data streams, primarily for mapping knowledge.
  4. Visualization Technologies: Help manipulate and represent knowledge meaningfully.
  5. RFID and Sensor Networks: Track and manage knowledge flows.

KM and the Semantic Web

  • Semantic Web: A unified structure for knowledge representation enhances storage and creation capabilities.
  • Data Fusion: Combines multiple data streams for better decision support, significantly applied in GIS.

KM and Visualization Techniques

  • Knowledge Visualization: Facilitates knowledge transfer using tools that adapt to context and culture.
  • Tools include mapping technologies like GIS for better retrieval and management.
  • Knowledge Mapping: Helps in organizing based on relevant taxonomies.

KM & Social Network Analysis

  • Provides tools for identifying knowledge sources and flows through formal and informal communications.
  • Maps relationships to view knowledge flow within the organization.

Integrating KM Initiatives with Organization Strategies

  • KM is being integrated into strategic initiatives such as:
    1. Customer Relationship Management (CRM)
    2. Supply Chain Management (SCM)
    3. Data Mining
    4. Enterprise Resource Planning (ERP)
    5. Communities of Practice (CoP)

Classification of Knowledge Management Systems

  1. Knowledge Discovery Systems
  2. Knowledge Capture Systems
  3. Knowledge Sharing Systems
  4. Knowledge Application Systems

Issues in Knowledge Management

  • Effective KM is about utilizing all resources (people, technology, informal systems) to optimize knowledge application.
  • Users of KM systems actively build system content, differing from traditional information systems.

Critical Success Factors for KM

  1. Strong KM Strategy.
  2. User motivation and commitment.
  3. Integrated Technical Infrastructure.
  4. Supportive organizational culture.
  5. Clear knowledge structure.
  6. Senior management support.
  7. Development of a learning organization.
  8. Defined goals for KMS.

Importance of Corporate Culture in KM

  1. Cultural change is crucial for fostering a creative environment.
  2. Trust-building and fair processes should be prioritized by management.
  3. Knowledge Sharing: Ensure information flows freely rather than becoming centralized.

Sustainability of a KM Endeavor

Three fundamental processes are essential for sustaining KM:

  1. Developing networks of committed individuals.
  2. Improving business outcomes.
  3. Enhancing personal results and continuous learning.

KM in Environmental Aspects

  • KM involves facilitating knowledge processes regarding the environment, necessitating changes in culture and behavior.
  • Environmental aspects include interactions with the environment (e.g., resource usage).

KM Toolbox for Environmental Management

  1. After Action Reviews (AAR): Lessons learned tool.
  2. Communities of Practice: For knowledge development around environmental aspects.
  3. Knowledge Audits: Identify organizational knowledge related to environment management.
  4. Best Practices Sharing: Capture and disseminate environmental practices.
  5. Social Network Analysis: Understand relationships influencing knowledge flow.

Organizational Processes for KM

  • Effective KM processes include:
  1. Developing KM policy and strategy.
  2. Induction knowledge packs for new staff.
  3. Databases for environmental publications.
  4. Exit interviews for knowledge retention.
  5. Continuous learning opportunities.
  6. Staff networking on environmental issues.
  7. Electronic filing systems for easy information access.
  8. Open office designs for better communication.
  9. Intranets for organizational access to information.

Questions for Group Discussions

  1. Identify a KM initiative within your organization and discuss its success and challenges.
  2. Design a KM initiative for your business needs and explore non-technical implementation challenges.