Knowledge Management

An Introduction



Agenda
What is knowledge?
What is knowledge management?
Essential components of KM
programmes
Knowledge management approaches
Data, Information, Knowledge
Data raw facts; numbers
Information data in context; readily
captured in documents and databases
Knowledge information plus
experience to act upon
Intellectual Assets
Social capital relationships with
customers, employees, business
partners and external experts
Structural capital patents; brand
names; systems and processes;
management philosophy
Human capital education;
experience; skills; attitudes
Explicit and Tacit Knowledge
Explicit knowledge what is recorded;
easily identified, articulated, shared
and employed
Tacit knowledge personal; wisdom
and experience; context-specific;
more difficult to extract and codify

Further Attributes of Knowledge
Know-how
Know-why
Know-what
Know-who
Know-where
Know-when

Organisational vs Individual
Knowledge
Two issues:
Corporate knowledge owned by
individuals
Knowledge resides in silos

Management of
Knowledge
Knowledge management is an integrated
systematic approach to identifying,
managing and sharing all of an enterprises
information assets, including databases,
documents, policies, and procedures, as
well as previously unarticulated expertise
and experience held by individual workers.
Fundamentally it is about making the
collective information and experience of an
enterprise available to individual worker.
Components of KM
Programmes
People communities and networks
Processes knowledge-enabled
Technology collaboration, knowledge
leverage tools
Content best practices, internal and
external intelligence
Activities of Managing
Knowledge
Create
Discover
Capture
Distil
Validate
Share
Adapt
Adopt
Transfer
Apply
Knowledge Management
Approaches
Self-service intranet portals; yellow
pages; people finder

Networks and Community of
Practice knowledge sharing;
learning communities

Facilitated transfer internal
consultants; dedicated facilitators;
known experts


Sustainable Knowledge
Management
Unconscious incompetence
Conscious incompetence
Conscious competence
Unconscious competence