INFORMATION SYSTEMS @ X INFO420: Knowledge Management Knowledge Management (KM) Christine Bayers...

INFORMATION SYSTEMS @ X

INFO420: Knowledge Management

Knowledge ManagementKnowledge Management(KM)(KM)

Christine BayersChristine BayersKendall FraserKendall Fraser

Martin LapointeMartin LapointeMufeed FakhouriMufeed Fakhouri



Introduction

Overview – What is Knowledge Management?Overview – What is Knowledge Management? Applications of KMApplications of KM FutureFuture Case Study - XeroxCase Study - Xerox



What is knowledge management?

““The systematic process of creating, maintaining and nurturing The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create an organization to make the best use of knowledge to create

business value and generate competitive advantage”business value and generate competitive advantage”Nancy C. Shaw Nancy C. Shaw



Knowledge Management Fundamentals

Data: Facts, numbers or individual entities without context or Data: Facts, numbers or individual entities without context or purpose.purpose.

Information: Data that has been organized into a meaningful Information: Data that has been organized into a meaningful context (to aid decision making). context (to aid decision making).

Knowledge: The human capacity (potential & actual ability) to Knowledge: The human capacity (potential & actual ability) to take effective action in varied and uncertain situationstake effective action in varied and uncertain situations



Forms of Knowledge

Concepts, methodologies Concepts, methodologies Facts, beliefs, truths & laws Facts, beliefs, truths & laws Know what, Know how, Know why Know what, Know how, Know why Judgments, expectations and insights Judgments, expectations and insights Relationships, leverage points Relationships, leverage points Intuition & feelings Intuition & feelings Meaning and sense makingMeaning and sense making



Benefits of Good Business Knowledge

The foundation of the enterprise The foundation of the enterprise Increases when shared Increases when shared Snowball effect when shared (innovation) Snowball effect when shared (innovation) Creates value through efficiency (process knowledge)Creates value through efficiency (process knowledge) Reduces uncertainty/ increases time of response Reduces uncertainty/ increases time of response

(environment knowledge)(environment knowledge) Enhances the current value of products (customer knowledge)Enhances the current value of products (customer knowledge)



Difficulties of Managing Corporate Knowledge

Usually exists in the minds of individuals Usually exists in the minds of individuals Buried in old reports Buried in old reports Knowledge Hoarding Knowledge Hoarding Often leaves the organization with the employeeOften leaves the organization with the employee



Why is KM important?

Companies can...Companies can... Sustain knowledge regarding their products and servicesSustain knowledge regarding their products and services Connect employees with knowledge they otherwise wouldn't Connect employees with knowledge they otherwise wouldn't

havehave Encouraging innovation and ideasEncouraging innovation and ideas Creating better business decisionsCreating better business decisions Expedite projects due to less wait time of informationExpedite projects due to less wait time of information



How can this be done?

Actively managing knowledge in a database or repositoryActively managing knowledge in a database or repository Creating incentives for employees for providing and updating Creating incentives for employees for providing and updating

and using knowledgeand using knowledge Experts of the field providing information that will help others Experts of the field providing information that will help others

better accomplish their jobsbetter accomplish their jobs Use of Wiki’s, Software solutionsUse of Wiki’s, Software solutions



Who are the important companies?

CoemergenceCoemergence ISYSISYS ZyLabZyLab SAVOSAVO InQuira IncInQuira Inc Global 360Global 360



KM - Impact on businesses

According to a survey conducted by earnest and young in 1997 on According to a survey conducted by earnest and young in 1997 on business intelligence, 87% of companies, whatever their industry is business intelligence, 87% of companies, whatever their industry is believe that they are knowledge based business.believe that they are knowledge based business.

Promotes many “healthy” business activitiesPromotes many “healthy” business activities The recording of knowledge artefactsThe recording of knowledge artefacts Quality management of knowledgeQuality management of knowledge Leveraging lessons learned from past decisions and Leveraging lessons learned from past decisions and

experiencesexperiences The sharing of best practices and the building of consistent The sharing of best practices and the building of consistent

processesprocesses



KM Impact on businesses cont’

Knowledge management involves stewards (those accountable for Knowledge management involves stewards (those accountable for knowledge)knowledge)

Knowledge management eliminates the risks associated with attrition. Knowledge management eliminates the risks associated with attrition. knowledge management system promotes getting a good knowledge management system promotes getting a good

understanding of the knowledge, information, and data needs of understanding of the knowledge, information, and data needs of employeesemployees

A knowledge management portal provides 24x7 access to ALL recorded A knowledge management portal provides 24x7 access to ALL recorded knowledgeknowledge



Future of Knowledge Management

Signs of failure.Signs of failure. Budgets Budgets Outsourcing KMOutsourcing KM Fewer knowledge officers in the fortune 500 companies Fewer knowledge officers in the fortune 500 companies

Signs of improvements for the futureSigns of improvements for the future



Case Study - Xerox

Established in the 1980’s – The Document CompanyEstablished in the 1980’s – The Document Company KM Incorporated into Organizational Business Strategy (1995)KM Incorporated into Organizational Business Strategy (1995) Conduced extensive research before introduction into Conduced extensive research before introduction into

organizationorganization Effectively communicated to employees the benefits of using Effectively communicated to employees the benefits of using

KMKM



Case Study - Xerox

Eureka Eureka Goal: To share intellectual capitalGoal: To share intellectual capital Information System created to share solutions worldwideInformation System created to share solutions worldwide Benefits: Saves time, resources and moneyBenefits: Saves time, resources and money Example: A solution developed in Toronto was used by Example: A solution developed in Toronto was used by

someone in South America. In this case the person someone in South America. In this case the person discovered that they did not have to replace a $40,000 discovered that they did not have to replace a $40,000 machine that they were having difficulties with, they only had machine that they were having difficulties with, they only had to replace a 90 cent connector. to replace a 90 cent connector.

DocushareDocushare Web-based toolWeb-based tool Enabled research lab community to share progress with other Enabled research lab community to share progress with other

scientists working on the same project. scientists working on the same project.



Questions?



References

http://www.kmworld.com/Articles/Editorial/Feature/KMWorld-100-http://www.kmworld.com/Articles/Editorial/Feature/KMWorld-100-Companies-That-Matter-in-Knowledge-Management-52787.aspx Companies-That-Matter-in-Knowledge-Management-52787.aspx

http://eos.gsfc.nasa.gov/eos-ll/references/xerox.pdfhttp://eos.gsfc.nasa.gov/eos-ll/references/xerox.pdf http://articles.techrepublic.com.com/5100-10878_11-1048267.htmlhttp://articles.techrepublic.com.com/5100-10878_11-1048267.html http://www.xerox.com/go/xrx/template/inv_rel_newsroom.jsp?http://www.xerox.com/go/xrx/template/inv_rel_newsroom.jsp?

ed_name=NR_2006March8_KMWorld&app=Newsroom&view=newsreleased_name=NR_2006March8_KMWorld&app=Newsroom&view=newsrelease&format=article&Xcntry=USA&Xlang=en_USe&format=article&Xcntry=USA&Xlang=en_US

http://www.icasit.org/km/intro/slideshow/kmoverview_files/frame.htmhttp://www.icasit.org/km/intro/slideshow/kmoverview_files/frame.htm http://www.coemergnece.com http://www.coemergnece.com

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