Expert

 Characteristics of Knowledge
 Extraordinary leverage and increasing returns
 Fragmentation, leakage and the need to refresh
 Uncertain value
 Uncertain value of sharing

Learning Organization
An organization capable of learning from its past experience, implying the
existence of an organizational memory and a means to save, represent, and share
it through its personnel

Organizational learning
Development of new knowledge and insights that have the potential to influence
organization’s behavior

Organizational Culture
The aggregate attitudes in an organization concerning a certain issue
Why people don’t like to share knowledge:
 Lack of time to share knowledge and time to identify colleagues in
need of specific knowledge.
 Fear that sharing may threaten one’s job security.
 Low awareness and realization of the value and benefit of the
knowledge others possess.
 Dominance in sharing explicit over tacit knowledge.
 Use of a strong hierarchy, position-based status, and formal power.
  Insufficient capture, evaluation, feedback, communication, and
tolerance of past mistakes.
 Differences in experience and education levels
 Lack of contact time and interaction between knowledge sources and
recipients
 Poor verbal/written communication and interpersonal skills
 Age, gender, cultural and ethical defenses
 Lack of a social network
 Ownership of intellectual property
 Lack of trust in people because they may misuse knowledge or take
unjust credit for it
 Perceived lack of accuracy/credibility of knowledge
Knowledge management initiatives and activities
 Most knowledge management initiatives have one of three aims:
1. To make knowledge visible
2. To develop a knowledge-intensive culture
3. To build a knowledge infrastructure
 Four modes of knowledge creation:
 Socialization (New Tacit )
 Externalization (Tacit => Explicit)
 Internalization (Explicit => Tacit )
 Combination (New Explicit)
 KMS usually follow a six-step cycle:
1. Create knowledge
2. Capture knowledge
3. Refine knowledge
4. Store knowledge
5. Manage knowledge
6. Disseminate knowledge

 KMS are developed using three sets of core technologies:

1. Communication
2. Collaboration
3. Storage and Retrieval
 Technologies that support KM
1. Artificial intelligence
2. Intelligent agents
3. Knowledge discovery in databases
4. Extensible Markup Language (XML)
Structures of Expert system
 Human Element
o Expert
o Knowledge Engineer
o User
Three major components in ES are:
o Knowledge Base
o Inference Engine
o User Interface