KNOWLEDGE CREATION AND

KNOWLEDGE MANAGEMENT
ARCHITECTURE
Lecture Three
(Chapter 3, Notes;
Chapter 4, Textbook)
Chapter 3: Knowledge Creation and Knowledge Architecture
3-2
Review of Lecture 2
Challenges in building KM Systems
Compare KMSLC and CSLC
Knowledge Management System Life
Cycle (8 Stages)

Chapter 3: Knowledge Creation and Knowledge Architecture
3-3
This Weeks Topics
Knowledge Creation and Sharing
Knowledge Infrastructure
Knowledge Management Architecture
Build versus Buy Decision

Chapter 3: Knowledge Creation and Knowledge Architecture
3-4
KNOWLEDGE CREATION
Dynamic activity that can enhance
organization success and economic well-
being
Driver of innovation
Involves knowledge acquisition, selection,
generation and sharing
Maturation - translates experience into
knowledge
Updating Knowledge on regular basis
Knowledge update Creating new
knowledge based on experiences in
particular problem area and combine
initial knowledge and updated knowledge
Effective way of creating knowledge is
through team work
Chapter 3: Knowledge Creation and Knowledge Architecture
3-5
Knowledge Creation and
Transfer via Teams
Team performs
a job
Knowledge
captured and
codified in a form
usable by others
New experience/
knowledge gained
Outcome compared
to action
Outcome is
realized
Initial
knowledge
New knowledge
reusable by same
team on next job
Chapter 3: Knowledge Creation and Knowledge Architecture
3-6
Impediments to Knowledge
Sharing
Lack of
Vocational
reinforcers
Attitude
Personality
Company
strategies and
policies
Organizational
culture
Knowledge
sharing
Work Norms
Compensation
Recognition
Ability utilization
Creativity
Good work environment
Autonomy
Job security
Moral values
Advancement
Variety
Achievement
Independence
Social status
Chapter 3: Knowledge Creation and Knowledge Architecture
3-7
Nonakas Model of Knowledge
Creation and Transformation
TACIT TO TACIT
(SOCIALIZATION)

e.g., Individual and/or Team
Discussions

TACIT TO EXPLICIT
(EXTERNALIZATION)

e.g., Documenting a Team
Meeting

EXPLICIT TO TACIT
(INTERNALIZATION)

e.g., Learn from a report
and Deduce new ideas


EXPLICIT TO EXPLICIT
(COMBINATION)

e.g., Create a Website from
some form of explicit
knowledge; Email a Report

Chapter 3: Knowledge Creation and Knowledge Architecture
3-8
Key to Knowledge Creation
The model focuses on
tacit knowledge and use
of technology to generate
or transmit such
knowledge to others

The key to knowledge
creation lies in the way
knowledge is being
mobilized and converted
through technology


Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE INFRASTRUCTURE
3-9


People


Technology


Process
Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE ARCHITECTURE
People core:
Evaluate employee profiles
Selecting the employees and planning
the questions
Mixing based on criteria
Assigning jobs to a right person at right
time
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Chapter 3: Knowledge Creation and Knowledge Architecture
KNOWLEDGE ARCHITECTURE
Process core:
Critical organizational functions
Three steps carried out:
Identifying knowledge centers
Activate knowledge content satellites
Empowering experts for each knowledge
centers

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Chapter 3: Knowledge Creation and Knowledge Architecture
3-12
Identifying Knowledge Centers

MARKETING
HUMAN
RESOURCES
CUSTOMER
SERVICES
SALES
Strategies
Tools
R & D
Advertising
Complaint rate,
Satisfaction survey
Job skills,
Training
Competition data,
Sales volume,
Leader sales data
Chapter 3: Knowledge Creation and Knowledge Architecture
Activating Knowledge content satellites:
Breakdown each knowledge center into
manageable levels or areas
Empowering experts for each
knowledge center
Appointing a qualified manager for each
knowledge center to ensure the integrity
and security of content, access and
upgrade.
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Chapter 3: Knowledge Creation and Knowledge Architecture
Technical Core:
Totality of hardware and software and
specialized human resources that enable
knowledge

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Chapter 3: Knowledge Creation and Knowledge Architecture
3-15
Stages of KMSLC
Evaluate Existing
Infrastructure
Knowledge Capture
Design KM Blueprint
Verify and validate the KM
System
Implement the KM System
Manage Change and
Rewards Structure
Form the KM Team
Post-system evaluation
Iterative Rapid
Prototyping

KM
Architecture
Chapter 3: Knowledge Creation and Knowledge Architecture
3-16
User Interface
(Web browser software installed on each users PC)
Authorized access control
(e.g., security, passwords, firewalls, authentication)
Collaborative intelligence and filtering
(intelligent agents, network mining, customization, personalization)
Knowledge-enabling applications
(customized applications, skills directories, videoconferencing, decision support systems,
group decision support systems tools)
Transport
(e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)
Middleware
(specialized software for network management, security, etc.)
The Physical Layer
(repositories, cables)

. . . . .
Databases
Data warehousing
(data cleansing,
data mining)
Groupware
(document exchange,
collaboration)
Legacy applications
(e.g., payroll)
1

2

3

4

5

6

7

Layer

User
1
User
2
User
n
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KM Architecture
Visualize the building blocks of a KM
system in the form of layers

User Interface being the least technical,
and data repository the most technical

These layers represent internal
technologies of the company
Chapter 3: Knowledge Creation and Knowledge Architecture
3-18
The User Interface (Layer 1)
Interface between users
and the KM system
Usually as a web browser
The goal is to remove
barriers to information and
tacit (made explicit)
knowledge represented in
the data repositories
Chapter 3: Knowledge Creation and Knowledge Architecture
3-19
The User Interface (Layer 1)
User interface should be
consistent, relevant,
visually clear, easy to
navigate, and easy to use

Usability testing by the
actual users is the final test
of acceptability
Chapter 3: Knowledge Creation and Knowledge Architecture
3-20
Authorized Access Control
(Layer 2)
Maintains security and
ensures authorized
access to the
knowledge stored in
companys repositories

Access points can be
intranet, Internet, and
extranet
Chapter 3: Knowledge Creation and Knowledge Architecture
3-21
Authorized Access Control
(Layer 2)
Clients
Suppliers
Vendors
Partners
Customers

I nternet


I ntranet


Extranet
Public
News/events
Marketing
E-commerce
Careers
Human resource
information
Production
information
Sales
information
Strategic plans
Product information
Sales information
Collaboration/cooperation
Company
Chapter 3: Knowledge Creation and Knowledge Architecture
3-22
Collaborative Intelligence and
Filtering (Layer 3)
Personalized views
based on roles and
stored knowledge

Intelligent agents
to reduce search
time for needed
information
Chapter 3: Knowledge Creation and Knowledge Architecture
3-23
Knowledge-Enabling
Application (Layer 4)
Referred to as value-added layer
Provides knowledge bases, discussion
databases, automation tools, etc.

Ultimate goal: demonstrate by
knowledge sharing how employees
performances are improved
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Transport Layer (Layer 5)
Most technical layer to
implement
Includes LANs, WANs,
intranets, extranets, and the
Internet
Ensures that the company
will become a network of
relationships
Considers multimedia, URLs,
graphics, connectivity speeds,
and bandwidths
Chapter 3: Knowledge Creation and Knowledge Architecture
3-25
Middleware (Layer 6)
Focus on interfacing with
legacy systems and
programs residing on
other platforms
Designer should address
databases and applications
with which KM system
interfaces
Makes it possible to connect
between old and new data
formats
Chapter 3: Knowledge Creation and Knowledge Architecture
3-26
Physical Repositories (Layer 7)
Bottom layer in the KM
architecture
Represents the physical
layer where repositories
are installed
Includes data
warehouses, legacy
applications, operational
databases, and special
applications for security
and traffic management
Chapter 3: Knowledge Creation and Knowledge Architecture
3-27
Build In-House, Buy, or
Outsource?
Trend is toward ready-to-use,
generalized software packages
Outsourcing is also a trend,
releasing technological design
to outsiders
Regardless of choice, it is
important to set criteria for the
selection
Question of who owns the
KM system should be
seriously considered










Chapter 3: Knowledge Creation and Knowledge Architecture
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End of Lecture Three
Chapter 3: Knowledge Creation and Knowledge Architecture
3-29
In Class Discussion Exercise
Assume you are the person
responsible for making
decision on a KM project
How would you decide to
build or buy?
Based on the key elements
compared, and
The current state of your
organization preparedness
(thinking in terms of maturity
in layers of KM architecture)










Chapter 3: Knowledge Creation and Knowledge Architecture
3-30
CHALLENGES IN BUILDING KM
SYSTEMS
Culture
getting people to share knowledge
Knowledge evaluation
assessing the worth of knowledge
across the firm
Knowledge processing
documenting how decisions are
reached
Knowledge implementation
organizing knowledge and integrating
it with the processing strategy for final
deployment
Chapter 3: Knowledge Creation and Knowledge Architecture
2-31
Conventional
System Life Cycle
Recognition of Need and
Feasibility Study
Logical Design (master
design plan)
Physical Design (coding)
Testing
Implementation (file
conversion, user training)
Operations and Maintenance
Functional Requirements
Specifications
Iterative
KM System
Life Cycle
Evaluate Existing
Infrastructure
Knowledge Capture
Design KMS Blueprint
Verify and validate the KM
System
Implement the KM System
Manage Change and
Rewards Structure
Form the KM Team
Post-system evaluation
versus
Iterative
Chapter 3: Knowledge Creation and Knowledge Architecture
3-32
Users Versus Experts
Attribute User Expert
Dependence on system High Low to nil

Cooperation Usually cooperative Cooperation not
required

Tolerance for ambiguity Low High

Knowledge of problem High Average/low

Contribution to system Information Knowledge/expertise

System user Yes No

Availability for system
builder Readily available Not readily available
Chapter 3: Knowledge Creation and Knowledge Architecture
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KM System Development
Life Cycle (8 Stages)
Evaluate existing infrastructure
Form the KM team
Knowledge capture
Design KM blueprint (master plan)
Test the KM system
Implement the KM system
Manage change and reward structure
Post-system evaluation
Chapter 3: Knowledge Creation and Knowledge Architecture
3-34
Build vs. Buying
Option Cost Time Factor Customization
In-house Usually high Much shorter than High, depending
development development by on quality of
user staff

Development Usually low Depends on skills High to the user
by end users set, system priority, specifications
and so forth

Outsourcing Medium to high Shorter than High
in-house

Off-the-shelf Low to medium Nil Usually up to
Solution 80% usable
Chapter 3: Knowledge Creation and Knowledge Architecture
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Knowledge Sharing Via
Teamwork
Team performs
a job
Knowledge
captured and
codified in a
form usable by
others
New
experience/
knowledge
gained
Outcome
compared
to action
Outcome
is realized
Initial
knowledge
New knowledge
reusable by same
team on next job