Post on 18-Nov-2014
Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
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KNOWLEDGE
MANAGEMENT
Zakaria Deramandzakaria@intanbk.intan.my
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Contents
Definition of Knowledge
Definition of Knowledge Management (KM)
Road Map to KM Implementation
Key Benefits of KMS
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
How Knowledge is Derived?
Data
• facts, numbers or individual entities without context
Information
• comprises the basic facts with context and perspective
• Information= data + interpretation
Knowledge
• the information which provides guidance for action.
• Knowledge= information + use
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Data
Information
Knowledge
•Possess context
•Pattern of data
•Information that enable action
•Fact, observation
•Devoid of context
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Definition of Knowledge
HOW
to do
things
WHERE
to find
examples
WHOM
to ask for
help
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Definition of Knowledge
Ideas/best practices from organisation which can be utilized to achieve the organization’s goals
This knowledge is specific according to organization role/function
Knowledge may be recorded in an individual brain or stored in organizational processes, products, facilities, systems and documents.
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
When Information become knowledge
consequences connections
conversationcomparison
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Types of Knowledge
Tacit Knowledge “highly personal and hard to formalize. Subjective insights, intuitions
and hunches fall into this category of knowledge.”
E.g. Experience, Creativity, Skills, Innovation, etc.
Explicit Knowledge: “can be expressed in words and numbers and can be easily
communicated and shared in the form of hard data, scientific formulae,
codified procedures or universal principles”
E.g. Pattern, R&D Materials, Best Practices, etc.
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Knowledge conversion – Tacit to Explicit
Internalization [i&g&o]
•training
•mentoring
tacit
Socialization [i&i]
•brainstorming
•meeting
Combination [g&o]
• repositories
• CoP
tacit
tacit tacit
explicit
explicit
explicitexplicit
Externalization [ i&g]
• videotaping
• knowledge map
Source: Ikujiro Nonaka
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
The Importance of Knowledge
Resources of an organization must be protected, cultivated and shared among organization members to sustain continuity.
To compete more effectively in the future an organization need to have the following elements such as
• Individual skills/competencies
• Thoughts
• Innovations and ideas
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Problems Relating to Knowledge
Usually exists in the minds of individuals
Leaves the organization with the employee
Hidden in some forgotten report
People are not comfortable sharing their
knowledge.
• a human problem, not a technology problem.
WHY?
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
People are not sharing what they know due to
• personal reason
• organizational inhibitors.
This is becoming an extremely expensive reality.
Problems Relating to Knowledge (cont’d)
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Inefficiencies that result from intellectual work.
Substandard performance
The inability to find knowledge resources
A better idea goes unused is a lost opportunity
Problems Relating to Knowledge (cont’d)
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Definition of KM
KM is a systematic management process by which knowledge is identified, created, gathered, shared, applied in pursuit of organizational objectives.
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Definition of KM (cont’d)
A systematic process of information in a way that improves an employee’s understanding in a specific area of interest.
It helps an organization gain lesson learnt and understanding from its own experience
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Definition of KM (cont’d)
Specific KM activities help focus the organization knowledge for problem solving, e-learning, strategic planning & decision making.
KM protects intellectual assets from decay, add to organization intelligence and provides increased flexibility.
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
KNOWLEDGE MANAGEMENT GOALS
UNDOCUMENTED -tacit knowledge idea
DOCUMENTED -Explicit Knowledge captured in document
SHARING & REUSE
KNOWLEDGE
MANAGEMENT
INFORMATION BASE
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Elements of KM People
The culture of the organization support ongoing
learning & knowledge sharing
The people should be motivated and rewarded
for creating, sharing & using knowledge
Inspire the people to innovate & learn from
mistakes. Do not allow “blame and shame”
culture
Also relate to mindset, trust, insight, hunches
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Reasons People Don’t Share Knowledge:
People believe that knowledge is power
People are insecure about the value of their knowledge
People don't trust each other
Employees are afraid of negative consequences
People work for other people who don't tell what they know
Elements of KM (cont’d)
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Elements of KM (cont’d)
Process
In order to implement and sustain knowledge management,
organizations need to make changes to the way their internal
processes are structured.
Identify which processes constitute either barriers to, or enablers
of, knowledge management.
How these processes can be adapted, or what new processes can
be introduced, to support people in creating, sharing and applying
knowledge?
activity such as research, observation, meeting, coaching, social
network, portal and etc.
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
KM Process
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Elements of KM (cont’d)
Technology
a crucial enabler of knowledge management
it can help connect people with information, and
people with each other, but it is not the solution.
KM portal, discovery tools, applications, etc.
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Technology (Enabler)
Social Media
Knowledge Repositories
Expert Systems
Data Mining tools
Collaborative tools
Intranets/Extranets
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Knowledge Repositories
Tool used to store information
Also known as Data Warehouse
Examples:
• Business Intelligence
• EIS, DSS
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Expert Systems
Attempts to provide an answer to a problem with
the consultation aid of human expert.
Example: Case based reasoning• Characteristics of a problem are entered into a system, classified
based on different cases, and provides a potential solution. This
case and it’s solution is then added to the database.
Help Desk• From experience of maintenance activity, the system can
produce result to the user and what action should be taken.
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Data Mining
Attempt by the system to translate huge
amounts of data into knowledge
Analyzes patterns
Some examples…..• Based on information gathered from current and historical data ,
it can help forecast market trends, business patterns, profiling
practices using algorithms.
• Examples of DM product: Scenario (Cognos), Intelligent Miner
(IBM)
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Collaborative Tools
Facilitates interaction among individuals to encourage sharing.
Blogs
Virtual conferencing
Online community
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Intranets
Usually the first stage of KM implementation for most organizations
HR forms, online resources, work product status…
Plan with the user in mind: access, flexibility and navigation
E.g. SharePoint
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Extranets
Centralized electronic repository of
information
Accessed by clients
E.g. advertising, newsletters, client
specific information, status of orders….
Interactive tools for collaboration
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
KMS Architecture ModelComponents of
KMS
The Technical Consideration
Source: Ovum Ltda. Woods (1998)
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
ROAD MAP TO
KM IMPLEMENTATION
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
Community of Practice
Objective and Scope
CSF of CoP
• to ensure a group remains sustainable.
• e.g. Training: SME, lecture notes, cases, infrastructure, question bank,
etc.
Roles and Responsibility
• K-User – internal and external personnel
• K-Owner – who leads CoP or champion
• K-Holder – personnel who has similar interest, SME, active members,
asset contributors.
Virtual Tools.
• e.g. Blogs, Wordpress, CMS, SharePoint
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
KM ReadinessKM Strategy Leadership
Behaviours
Networking
(Collaboration)
Sharing &
Learning
Capturing
Level 5 Clearly Identified Recognise and act
as a role model
Clearly defined
roles and
responsibility
Common
language,
templates &
guidelines
Easy to get &
constantly
refreshed and
distilled.
Level 4 Not linked to
Business Strategy
A few jobs are
dedicated to
managing
knowledge
Organised
around business
needs
Customers and
partners
participate in
review session
Individual acts
as the owner
Level 3 No Framework Views as the
responsibility of a
specialist team
People are
networking to
get result
Sharing & using
are recognised
Little or no
distillation
Level 2 Just saying Little visible
support from top
Ad hoc & limited
among
individuals who
share a common
interest
Learn & review
before doing
Team capture
lesson learn
after a project
Level 1 Only a few people
realize
View as
management fad
Knowledge
hoarders get
rewarded
Sharing is for
benefit of the
team
Rarely refreshed
& few contribute
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
5 STAGES
Stage 1: Get Started
Stage 2: Develop a Strategy
Stage 3: Design and Launch a KM Initiative
Stage 4: Expand and Support
Stage 5: Institutionalize KM
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
STAGE 1: Get Started
Knowledge management has emerged as a topic of interest in the organization
At least a few employees have explored the benefits of KM for the organization
Someone has had a personal stake in developing interest in KM
Some members of the organization have learned about KM through participation in consortia or conferences
The organization has created a high-level rationale or vision for pursuing KM
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
STAGE 2: Develop Strategy
Establish a KM exploratory group or steering committee for KM
Need support from an executive sponsor for further exploration of KM
Look for internal grassroots efforts already under way
IT organization is interested in actively supporting KM initiatives
Stories of how knowledge sharing has helped in the past (lesson learnt)
identify proof-of-concept (POC) that allows to demonstrate how KM will benefit our organization
Secured ownership, funding, and buy-in for pilots
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
STAGE 3: Design & Launch KM Initiatives
Design a pilot and implementation strategies
Launch communities of practice (CoP), an interactive KM Intranet site, or some other pilot initiative
Enlist and train pilot facilitators and leaders
Establish pilot measures and indicators and developed a system for tracking and reporting results
Create strategies for learning from our KM initiatives
Map out strategies for expanding our pilot initiatives across the organization
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
STAGE 4: Expand & Support
Other departments in the organization are expressing a demand for KM, based on pilot results
Begin to market KM throughout the organization
Make the entire organization aware of KM
Expand strategy in place for KM initiatives
Identify the resources necessary for expanding KM efforts
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
STAGE 5: Institutionalize Knowledge
Management
KM is directly linked to business model
KM initiatives are widely deployed throughout the organization
All staffs are trained to use KM technologies
Assess KM strategy, identify gaps, and outline methods to close the gaps
Have a formal support structure in place to maintain KM.
Have rewards programs in alignment with our KM strategy
Sharing knowledge is now the norm in organization
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
KEY BENEFITS OF KM
SYSTEM
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
The Need for a KM System
Increases the capture, sharing and
transfer of knowledge across the
organization
Captures tacit and explicit knowledge
Enables indexing and categorization to
facilitate searching and mining
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
The Need for a KM System (cont’d)
Single point of access to knowledge contained in
isolated information systems
Monitors and alerts user when new knowledge is
captured
Linking individuals to knowledge to encourage
reuse and sharing
Encourage collaboration by linking individuals to
individuals
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
The Need for a KM System (cont’d)
Provide paper-less integration with workflow
applications to automatically capture knowledge
generated
Provide secured access to organizational
knowledge
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Institut Tadbiran Awam Negara (INTAN)
National Institute of Public Administration
TERIMA KASIH