Knowledge Management in Higher Education

A case study in a Large Modern UK University

As part of class activity for WMGA6316 Knowledge Management: Tools and Techniques

University MalayaPrepared by: Jennifer L.

2010

Review from article by Anne Slater and Robert Moretonhttp://www.springerlink.com/content/p2231701420k3mn7/

Objectives of Review

• Find article related to Knowledge Management (KM) implementation in fields/areas other than IT and Computer Science

• Review on the following:– How it was prior to KM implementation and after

implementation– Methodology used– Problems encountered in implementation

Background Study• University is considered centers of knowledge, inevitably display a

“significant level of knowledge management activities” – however it does not necessarily provide cohesive and integrated model

• Analysis of current structure and practices in IT Services Department at University of Wolverhampton – by interviewing key staff and by reviewing published strategic priorities

• Feb 2002: the department introduced a long-term framework of strategic and operational priorities for IT services – acknowledge that priorities of the University changes over time

• Using a generic approach, practices and beliefs are identified to develop a cohesive and effective KM strategy

• A set of guidelines for developing KM in IT services is presented – a product of the current strategic priorities and indicate how KM practices improve current performance and inform future initiatives/ideas

KM Approach• Identify business goal/objective

– Create awareness that KM principles influence initiatives that had been implemented in the department

– Experience showed most successful when the aim is to improve specific process

• Identify existing knowledge– Projects initiated to develop the quality of skills and services within

department

• Create new knowledge– Nominate an Information Coordinator to manage information within

department– Encourage staff to provide information/resources to be published in the

intranet

KM Approach (cont.)• Share knowledge

– Project to identify lines of communication within department by mapping links between teams, identify failed communication and proposed recommendations

– Positive feedback from staff regarding the information provided on the intranet– Encourage staff to collaborate and share knowledge and experience to provide a

seamless and effective service

• Utilize and retain knowledge– Technology is essential for KM strategy in term of storage, distribution and

access– Challenge: coordinate and integrate various systems to reduce time spent on

maintenance and support and to create a central knowledge repository– Identification and documentation of Best Practice – key for retain and reuse

knowledge– Produce Guidance Notes: common practices by individual staff with

acknowledged expertise

• Measure knowledge– RMS Inventory Project initiated to improve reporting functions for Service Desk –

to identify trends and requirements to establish flexible and proactive service

Implementation Issues

• Only a brief period of relevancy of guidelines due to rapid changes within the department and University

• Audit of KM capabilities – 3 KM analysis modules were evaluated – provide useful focus

• Lack of formal guidelines, organization is compelled to spend a lot of time and resources for research or employ consultancy services which are expensive – can lead to ultimate failure for implementing successful and practical KM solutions

• IT Services Director is committed to pursuing recommendations in the guidelines – their entirety as a means of improving KM within department

Key Success Factors

• Creating a trusting and open environment that encourages sharing of knowledge with appropriate rewards and recognition

• Realize potential knowledge and expertise that already resides with their employees

• Implement methods to retain knowledge for the benefit of organization

• Technology plays a critical role in facilitating solutions to knowledge requirements, enabling employees to access required information efficiently

The End

Disclaimer: These slides represent my personal understanding of the article and may not be entire

accurate as this is only a part of a class activity for learning purpose. Acknowledgement is given to the original authors as most of the words presented here are quoted directly from the article.

Thank you