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Phase 1
Objectives
Course Objective:
Understanding of processes
Understanding of knowledge management
Student Learning Outcome: Students will be able to demonstrate proper techniques to improve organizational processes.
Assessment: SWOT analysis
Objective continued
Lesson Objectives: 1. Describe how to leverage technologies 2. Describe the role of knowledge servers 3. Identify the components of the KM platform
Lets Review
Knowledge Management
a useful definition
The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create business value and generate competitive advantage.
Asset-Centric
Shift
Knowledge-Centric
A Learning Organization
Demands self-directed learning from their employees Promotes mentoring, coaching, facilitating, role-modeling Widens the concept of performance support to focus on outputs, not inputs
The RIGHT people applying the RIGHT knowledge at the RIGHT time!
Sharing
Communication Networks
Acquisition
Utilization
Collaborate Tools
Knowledge Workers
0 Dominant group of workers in the 21st
century. 0 Specialists with job-specific skills. 0 Have significant formal education or formal training. 0 Are self-directed learners. 0 Require multiple, continuous learning opportunities to maintain their specialized knowledge.
Motivation
0A willingness to exert effort toward
achieving a goal 0Stimulated by the efforts ability to fulfill an individual need 0Employee motivation is crucial to organizational success
Knowledge repositories Fuzzy Logic Neural systems Data-mining tools Contact software Intranets Extranets Water Cooler Technology
1 Analyze the Existing Infrastructure 2 Align KM & Business Strategy 3 Design the KM Infrastructure
6
7
8
9 10
Phase IV Evaluation
Knowledge Management
Chapter 5
Knowledge Servers
Meta-Components
Begin with existing network infrastructures Integrate, build on & leverage enterprise resources Understand the KM technological framework Build the system around people Use knowledge servers Plan for flexibility & scalability
Knowledge Management
Chapter 6
http://www.youtube.com/watch?v=mLJ34L5UW4E&feature=relmfu
Strategic Visioning
Questions: 1. What is the industry context in which your business operates? 2. What is the level and nature of turbulence with it? 3. How profound is the uncertainty in your business?
Strategic Vision
Application
Read the case study and write down their KM drivers, value proposition and KM strategy
Core Values
Core Purpose
Organization Strategy
Levels of Uncertainty
Business Model
is an articulated plan for adding economic value by applying knowledge to a set of resources to create a marketable product or service offering
Codification or Personalization
Codification Focused on technology that enables storage, indexing, retrieval & reuse. Suited to companies that repeatedly deal with similar problems & decisions.
Personalization Focused on connecting knowledge workers through networks Suited to companies that face one-off problems that depend more on tacit knowledge & expertise than on codified knowledge
Strategic Planning Videos Strategic Planning process http://www.youtube.com/watch?v=sU3FLxnDv_ A&feature=channel&list=UL Strategic management pitfalls http://www.youtube.com/watch?v=nKXXcrTTZU 0&feature=channel&list=UL
Strategic Planning Process 1. 2. 3. 4. 5. Start with Mission/Vision Where are you as a company (SWOT) Where do you want to be? (Knowledge Map) Create the path (Balanced Scorecard) Implement (Action Plan)
S.W.O.T
Strengths Weakness Opportunities Threats
This is a planning exercise to analyze the current situation and develop strategies to accomplish the organizations mission
Video
SWOT analysis and Strategic Planning
http://www.youtube.com/watch?v=GNXYI10Po6A&feature=relmfu
SWOT Questions
Potential Strengths
Strong product lines? Leadership? Brand recognition? Organization structure? Ability to manage change? Employees? Knowledge managed?
Potential Opportunities
Expand core business? New markets? Diversification? Foreign markets? Market growth? Innovation? Research & development? Knowledge? Human resources?
Potential Weaknesses
Poor strategy? Product line? Manufacturing cost? Loss of customers? Human resources? Vision lost? Organization controls? Conflicts?
Potential Threats
Attack on core competencies? Increased competition? Change in customer taste? New or substitute products available? Rising labor cost? Slow market growth? Decrease in profits?
Assignment:
Explore their website (write down their mission/vision and values) Complete a SWOT analysis
Phase 2
Objectives
Course Objective:
Understanding of processes
Understanding of knowledge management
Student Learning Outcome: Students will be able to demonstrate proper techniques to improve organizational processes.
Assessment: Knowledge Map
Objective continued
Lesson Objectives: 1. Apply SWOT analysis 2. Explain a knowledge map 3. Describe how to align knowledge and business strategy
Knowledge Management
a useful definition
The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create business value and generate competitive advantage.
Asset-Centric
Shift
Knowledge-Centric
Sharing
Communication Networks
Acquisition
Utilization
Collaborate Tools
1 Analyze the Existing Infrastructure 2 Align KM & Business Strategy 3 Design the KM Infrastructure
6
7
8
9 10
Phase IV Evaluation
Strategic Vision
This is what the company aspires to be.
Mission Statement of AT&T Mission is the organizations purpose. It identifies the organizations products and customers and distinguishes it from the competition.
We are dedicated to being the worlds best at bringing people together-giving them easy access to each other and to the information and services they want & need-anywhere, anytime
S.W.O.T
Strengths Weakness Opportunities Threats
This is a planning exercise to analyze the current situation and develop strategies to accomplish the organizations mission
Knowledge Classifications
1. Core Knowledge 2. Advanced Knowledge 3. Innovative Knowledge
Start with Mission/Vision Where are you as a company (SWOT) Where do you want to be? (Knowledge Map) Create the path (Balanced Scorecard) Implement (Action Plan)
Knowledge Map
Strategic Alignment
1. There is no silver bullet 2. Successful KM projects begin with working definition of knowledge 3. Requires a process focus 4. There are no perfect measures, but they are needed 5. Need to demonstrate short time impact 6. Count tacit knowledge. Codification with personalization.
7. Shared knowledge requires a shared context 8. Begin with existing knowledge, deliver initial results & continue to expand 9. Accommodate for reasoning & assumptions 10.Keep an eye on the future 11.Minimize the route of information reduce noise 12.Give incentives to share knowledge
Leading Companies Integrate the sharing with business strategy Build a culture that supports learning Build eagerness & awareness of the value of creating, sharing and using knowledge Develop and maintain human networks Share knowledge and best practices
To make content useful include Identification Segmenting Mass customization Format Tests
KM Focus Questions
1. How can we turn knowledge into something that adds value to the market in which we operate? 2. What do we know or thing we know about different aspects of our customers? Are we doing something about what we know of them? 3. How can we generate meaningful knowledge, rather than simply flooding our organization with indiscriminate information? 4. How can we create a knowledge-supportive organizational culture in which everybody is convinced of the contribution that knowledge can make to the success of the company?
KM Focus Questions
5. Can we cut costs, reduce time to market, improve customer service, or increase margins by more effectively sharing knowledge & leveraging what we already know? Could such knowledge be applied to the activities of other divisions of our company, in other locations, and in foreign manufacturing sites? How can we ever transfer them & then make them work? Are there any fundamental errors in what we think we know as a company? What will be the consequences of these errors? How can these be proactively fixed? How can we manage our people, who will increasingly become knowledge workers or professionals, motivating them to generated knowledge and share it with their peers? Which of these people actually play critical roles in developing & testing new knowledge & information that gets used here?
6. 7.
8.
KM Focus Questions
9.
Are exciting ideas emerging within the company but failing to be commercialized? If these ideas are not reaching the market, what incentives, structures, or management processes seem to be clocking them? How can valuable knowledge that exists within the company be actually applied & benefited from? 10. Maybe our company has more money than ideas. Are these opportunities to form partnerships with companies that may be more in flow of innovative ideas & knowledge? Given different cultures, how can this ever work? 11. Is the not invented here syndrome so strong that we are missing attractive business opportunities? Could knowledge-based collaboration increase our value? 12. How does tacit knowledge skills, intuitive abilities, employee experience affect the generation & transfer of explicit form of knowledge in our company?
Strategic Planning Process 1. 2. 3. 4. 5. Start with Mission/Vision Where are you as a company (SWOT) Where do you want to be? (Knowledge Map) Create the path (Balanced Scorecard) Implement (Action Plan)
Balanced Scorecard
Maintain a balance between long-term and short-term objectives, financial and non financial measures, lagging and leading indicators and between internal and external perspectives.
Balanced Scorecard
KM Balanced Scorecard
Videos
Metric Keys
Metrics define KM success Use the Balance Scorecard Do not ignore soft metrics Use metric wisely
Knowledge Map
Illustration of knowledge and its relationship to business processes and strategy. Steps Acquire knowledge Analysis (strategic) Visualize
Example
Example
Example
Example
Example
Think about
Workforce (training, skills, knowledge) IT structure (KM system and networks) Culture, leadership, alignment & teamwork Internal and External Drivers Strategic Competencies Strategic Technologies Climate for action
Hints:
1. Use the SWOT to answer the first question in the case study think about the problem the organization is trying to solve through knowledge management 2. When creating the Knowledge Map, answer question #3 3. Your initiatives in the Knowledge Map can become part of the Action Plan
Questions