Knowledge Management

Knowledge Management
Collaborating for Success .
Presented By:
Vijay Nair
Copyright 2017 Assyst. All rights reserved.

Knowledge Management A Technical Issue ?

What is Knowledge Management?
Knowledge Management is the explicit

and systematic management of vital
knowledge - and its associated processes
of creation, organization, diffusion, use and
exploitation.
3
Knowledge Management Significance
Competitive Advantage
Cost Savings
Loss of Expertise, experience
Knowledge Half life ( approx. 500 days)
Cumulative cost over $ 115 Bn
Eg lost source code during Y2K issue cost approx. $ 1
Trilllion
People and Systems
People
Knowledge Teams - multi-disciplinary, cross-functional
Learning Organization - personal/team/org development
Corporate Initiatives Chief Knowledge Officer and KM Strategy
Systems
Knowledge Data-bases - experts, best practice
Knowledge Centers - hubs of knowledge, Learning MS/LCMS
Technology Infrastructure - Intranets, Document Management, KMS

5
Explicit Knowledge
As a general rule of thumb, explicit knowledge consists

of anything that can be documented, archived and
codified, often with the help of IT.
Examples of Explicit Knowledge include:

Any step-by-step process that has been documented
Company policies and manuals
Source: The ABCs of Knowledge Management 6

Tacit Knowledge
The know-how contained in peoples heads.
Examples of Tacit Knowledge:

Knowing how to hit a helicopter shot
Knowledge in any job where you can skip steps/contacts to get what you
need more quickly

Source: The ABCs of Knowledge Management and Reference 5. 7
Conversion Spiral

What is Knowledge Management Trying to
Solve?
The problem of spending more time trying to find
information than actually using it.
Increase consistency of information/standardization
of processes in order to improve efficiency and/or
effectiveness.
Retain knowledge as workers retire or leave the
company.
Avoid re-inventing the wheel.
Increase efficiency of accessing the specific
information that workers need.
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Seven Levers
Customer Knowledge - the most vital knowledge
Knowledge in Products - smarts add value
Knowledge in People - but people walk
Knowledge in Processes - know-how when needed
Organizational Memory - do we know what we know?
Knowledge in Relationships - richness and depth
Knowledge Assets - intellectual capital

10
Implementing and Maintaining KM
Maintaining KMS
Why Implement KM?
KM
Strategy for Implementing

Whos Responsible?
ITs Role in Implementing

11
Why Knowledge Management?
Old Knowledge Equation:

Knowledge = Power, so hoard it.
New Knowledge Equation:

Knowledge = Power, so share it and it will multiply.

Why Implement KMS?
IBM, Oracle, Cisco
Measure intranet value at over $1 billion
BT, UK telecommunications company

Employee ideas have saved 100 million
Sodexhos SuperSleuth
Cash reward for employees submitting sales leads
Led to over $90 million in sales volume

13
Whos Responsible?
Everyone:
Managers/Supervisors
Leaders as knowledge champions
The Knowledgeable
Not a problem of knowing, but of access
End Users
Feedback
Psychological barriers

14
Role of IT in Implementation
The biggest contributor to this brilliant growth of the knowledge
management system is information technology.
Lee et al. also say, ...there are negative perspectives about
information technology.
According to a managing partner at a KM consultancy firm based in

New York, The biggest misconception that IT leaders make is that
knowledge management is about technology...Usually people begin
a KM project by focusing on the technology...But the key is
people...

15
Different Aspects of Knowledge Management
Creation and Capture of knowledge

Sharing of information
Codification of information
Protection of information
Retrieval of information
Ability to update information easily
The KM Framework
CULTURE STRATEGY
ORGANISATION TECHNOLOGY

Aspects of Knowledge Management Strategy
MacroEconomic Conditions Globalization,

Technology
Organization Climate Structure, Goals, Culture
Technical Resistance, Compatibility issues,
Informational famine, glut, & fatigue
Personal Roles & Motivation
1
8
Maintaining KM Systems
Provide Adequate Access

Intranets
Classes
Psychological Barriers
Use it or lose it
Share knowledge
Knowledge is individual power, not group power
(17) Copyright 2017 Assyst. All rights reserved.

19
Maintaining KM Systems
Incentives
Financial
Big Idea
Organizational Sociology
Know your audience
Be flexible
No single recipe for success

20
Q&A
Thank You
Vijay Nair
vnair67@gmail.com

Knowledge Management - CSI Convention 2016

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Collaborating for Success .

Copyright 2017 Assyst. All rights reserved.

Copyright 2017 Assyst. All rights reserved.