x
Giga Information Group®
Defining KM
Technology
Business
Needs
Impediments
to KM
A Practical Guide to
Knowledge Management
Role of IT
Case Studies
Connie Moore, Vice President
Giga Information Group
© 1999 Giga Information Group, Inc.
All rights reserved. Reproduction or redistribution in any form without the prior written permission of Giga Information Group is expressly prohibited.
x
Address
http://www.gigaweb.com
Defining KM
Defining Knowledge Management
Direct Observation
Technology
Tacit
Knowledge
Experiences
Business
Needs
Impediments
to KM
Role of IT
To: ________
From: _____
Events
Observation
from
Repository
Data
Processes
Data
Case Studies
•Opinion
•Opinion
•Opinion
Information
Things
The Real
World
Analysis
Intuition
Sense-making
Understanding
Capture
Computer-Assisted Correlation
and Organization
Collaboration
KM occurs when knowledge is proactively
collected, shared and re-used
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Defining KM
KM in Perspective
Technology
KM
Business
Needs
• Corporate
Best
memory
Practices
Impediments
to KM
Role of IT
Value
BPR
Case Studies
TQM
Industrial
Engineering
• Teams
• Quality
• Benchmarks
• Crossfunctional
processes
• Focus on efficiency
• Speed cycle time
• Reduce elapsed time
Time
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Defining KM
An Example: KM at the World Bank
Technology
Business
Needs
Impediments
to KM
Team
Flies from
Yemen to D.C.
1-2 days
Task Mgr.
Needs
Methodology
Request goes
from Yemen to
D.C.
Case Studies
2-6 weeks
Client Receives
Answer
Past
minutes
1 day
Role of IT
Team Searches
for
Methodology
Phase 2
Closest Model
Identified
Model
from
Kenya
D.C. staff
locates model
1 day
Task Mgr.
Receives
Methodology
Knowledge
arrives in
Yemen from
D.C.
On-Line
Edited for
Re-Use
Phase 1
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Defining KM
An Example: KM at the World Bank
Technology
Business
Needs
Impediments
to KM
Yemen Task Mgr.
Needs
Methodology
1 day
Request goes to
D.C., or model
accessed on-line
Phase 3
Education
Specialist
Education
Specialist
Minutes
Role of IT
Case Studies
Closest Model
Identified
1 day
Task Mgr.
Receives
Methodology
Model
from
Kenya
Education
Specialist
Education
Specialist
D.C. staff locates
model
Knowledge
arrives in Yemen
from D.C.
Help Desk
Education
Specialist
Education
Specialist
Community of
Practice
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Defining KM
CoPs in Perspective
Technology
Business
Needs
Impediments
to KM
Role of IT
Case Studies
Purpose
Develop
CoP skills; build
knowledge
Participants
Motivation
Duration
Members
self select
Passion,
As long as
commitment, there is
expertise
interest
Formal Deliver a
Work
product or
Group service
Everyone
reports to
group mgr.
Job require- Until next
ments and
reorganishared goals zation
Accomplish
Project
a specific
Team
task
Staff
Project
assigned by milestones
management & goals
Collect and Friends and Mutual
Informal share
business
needs
Network business info
acquaintance
s
Source: Etienne Wenger and William Snyder, Harvard Business Review
Until
project
completion
As long as
reason to
connect
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Defining KM
Value of a Community
Technology
Business
Needs
Impediments
to KM
Role of IT
Case Studies
Develop, foster and increase core competencies between
members
Allow rapid dissemination of knowledge and information
Lead to higher levels of innovation
Enable better decision making
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Defining KM
Types of KM Tools
Technology
Business
Needs
Impediments
to KM
Rule Bases
Knowledge Maps
Simulators
Knowledge Repository
Knowledge
Codification
Workflow
Organizational Thesaurus
and Dictionary
Role of IT
Search,
Acquisition,
Navigation
Case Studies
Knowledge
Generation
Discussion Data Bases
Idea Synthesis
Brainstorming
Idea Prompting
Images
Text
Audio
Video
Data
Knowledge
Transfer
Whiteboarding
Application Sharing
Video Conferencing
Competency Maps
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Address
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Defining KM
Document Management Embraces KM
Technology
Business
Needs
Lexical Analysis
Linguistic Analysis
Visualization
Semantic Analysis
Clustering
Text Vector Analysis
Summarization
Categorization of Content
(SelfDescribing)
Impediments
to KM
Role of IT
Case Studies
Categorization of Meta data
Text Mining
XML
(Requires
context)
Metadata
Annotations
Folder Metaphor
Search & Retrieval
Check-in/Check-out
Version Control
Compound Documents
Workflow
Time
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Defining KM
E-Mail as Collaboration Tool
Technology
Business
Needs
Impediments
to KM
Role of IT
Case Studies
Knowledge
Seeker
x
Address
http://www.gigaweb.com
Defining KM
Technology
Abuzz: Knowledge-Based
Collaboration
R
Business
Needs
Impediments
to KM
Role of IT
Case Studies
Knowledge
Seeker
R
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Address
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Defining KM
Case-Based Reasoning Diagram
Technology
Business
Needs
New
Case
Problem
Impediments
to KM
Learne
d Case
Retrieve
d Case
Role of IT
Case Studies
New
Case
Previous
Cases
General
Knowledge
Tested,
Repaired
Case
Confirmed
Solution
Solved
Case
Suggested
Solution
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Defining KM
Technology
Business
Needs
Impediments
to KM
Role of IT
The Best of the Best:
Functional/Process Emphasis
1998 survey of 93 knowledge
management applications in 83
organizations
15%
Customer
Service
Competitive
Intelligence/
Strategic Planning
30%
Production
10%
Case Studies
Patent Portfolio/
Intellectual Capital
Management
5%
5%
Enterprisewide
25%
Product
Development
5%
5%
Project Management
Sales Process
Source: Teltech Resource Network
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Address
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Defining KM
Focus on Business Domains
Technology
Business
Needs
Impediments
to KM
Role of IT
Case Studies
Domain (examples)
Knowledge
Acquired/Reused
Customer Sales &
Service
• Customer profiles, Products and services bought
by the customer
Product Service/
Field Maintenance
• Recommendations for product fixes, Service
documentation and manuals
R&D
• Research files, External databases, Technical
documentation, Product specs, Customer
feedback, Product plans, Project plans, Project
budgets
Sales Bids
and
Proposals
• What works/doesn’t work in situations, Custom
proposals, Pricing strategies, Sales intelligence,
Competitive analyses
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Defining KM
Impediments to KM
Technology
Business
Needs
Risk Potential
highest
E-mail
Voice Mail
Paper Copies
Laptops
Impediments
to KM
Role of IT
Case Studies
Tacit
Knowledge
R
I
S
K
LANs
Analysis
limited
The Law
Data
Information
Vault
with Retention
Software
lowest
CONTROL
Observation
from
Repository
•Opinion
•Opinion
•Opinion
Centralized,
Managed
Paper Archives
high
To: ________
From: _____
Intuition
Sense-making
Understanding
Collaboration
Quality/Value of
Digital Knowledge
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Address
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Defining KM
Technology
Business
Needs
Impediments
to KM
Hughes Space and Communications
‘Lessons-Learned’ System
Initial Approach
Engineers
Write
Lessons
Committee
Selects
Submissions
Publish
One Per
Month
Role of IT
Case Studies
Improved Approach
Hypertext links
connect policy to its
history
Contributor
Contributor
Aggregator
Contributor
Engineers submit
ideas to newsgroup
Knowledge stewards
correlate and compile
formal lessons
Implement in policy
x
Address
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Defining KM
Xerox’s AmberWeb Project
Technology
Business
Needs
Impediments
to KM
Business &
Collaboration
Processes
What’s
New
Organizational goals
– effectiveness
– intellectual property
– learning
– reuse
Community goals
– easy access to relevant
knowledge
Product
Development
Management
Role of IT
DocuShare
Case Studies
Modeling/
Simulation
Work
Processes
• shared
documents
• calendars
• bulletin
boards
• databases
Experimentation
Work
Processes
community owned and maintained
Source: Adapted from Xerox
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Defining KM
Xerox’s Lessons Learned
Technology
Business
Needs
Impediments
to KM
Role of IT
Case Studies
Need up front planning for content
Need to retire content
Avoid CoP islands
Develop incentives for sharing
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Address
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Defining KM
Technology
Business
Needs
Impediments
to KM
Process Knowledge: A
Telecommunications Company
Problems with Operational Processes and Knowledge
Past
HQ didn’t know
field processes
Role of IT
Case Studies
Knowledge
drain (retirees)
Manuals too generic
and out of date; no
best practices across
the organization
x
Address
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Defining KM
Technology
Process Knowledge: A
Telecommunications Company
Business
Needs
Design
Approve
Publish
Impediments
to KM
Today
code
specs
Role of IT
Case Studies
CASE
Process
Library
(Intranet)
Software
Factory
feedback
loop
Browser
•
•
Browser
Access rights/views
based on position
Visible throughout co.
Browser
View processes by:
• Functional components
• Control properties
• “End-to-end”process
• Customer’s view
• Services provided
Link process info to:
• Organization
• Systems used
• Technology
• Utilized norms
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Address
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Defining KM
Xerox’s Eureka Project
Technology
Field Service Organization
Business
Needs
Eureka Process
•Electronic
bulletin board
•KM repository
•Technical info on
web server
Impediments
to KM
Role of IT
Case Studies
submit
tips and
feedback
employees
suggest
product leaders
submit
tip
pending
review
subscribe to product fixes
validate
valid?
certified
yes
Service
Technicians
•Laptops
•CD-ROMs
•search tools
no
apply
reuse
comments
tip
improve tip or replace
Source: Giga Information Group
Source: Adapted from Xerox
x
Address
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Defining KM
Xerox’s Eureka Project
Technology
Business
Needs
Impediments
to KM
Role of IT
Case Studies
Share knowledge
with contracted
partners (e.g.,
Novell, Oracle)
Incorporate
knowledge
into product
documentation
Make knowledge
available to welcome
and support call
centers
Incorporate knowledge
into Web-based
customer self help
system
“TIPS”
Knowledge
Base
Infuse knowledge into
manufacturing and
product design
Field engineers
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Defining KM
Xerox’s Lessons Learned
Technology
Business
Needs
– “Hall of fame”
– Public recognition
– Avoid financial rewards
Impediments
to KM
Role of IT
Case Studies
Use incentives
Use editors to improve content
Seed the knowledge base
x
Giga Information Group®
Defining KM
Technology
Business
Needs
Impediments
to KM
A Practical Guide to
Knowledge Management
Role of IT
Case Studies
Connie Moore, Vice President
Giga Information Group
© 1999 Giga Information Group, Inc.
All rights reserved. Reproduction or redistribution in any form without the prior written permission of Giga Information Group is expressly prohibited.
