John Girard - Workshop - KM Middle East 2011
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John Girard's workshop at KM Middle East 2011, Abu Dhabi, www.kmmiddleeast.com

John Girard's workshop at KM Middle East 2011, Abu Dhabi, www.kmmiddleeast.com

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John Girard - Workshop - KM Middle East 2011 Document Transcript

  • 1. A Leader’s Guide to Knowledge Management 1 John P. Girard, Ph.D. john@sagology.com www.sagology.com Sagology My Story … My Perspective Business Goes Virtual The TLC of KM © 2011, John P. Girard, Ph.D. 2www.kmmiddleeast.com 1 info@kmmiddleeast.com
  • 2. About Sagology 3 Sagology is dedicated to connecting people with people to facilitate collaboration, learning, and knowledge sharing through keynotes, workshops, and consulting. sagology [sāj-ol-uh-jee] Sagology -noun 1. the study of organizational wisdom in all its forms, About You esp. with reference to technology, leadership, culture, process, and measurement 2. the study of one venerated for experience, 1. Name judgment, and wisdom. 2. Organization Origin: 3. Position 4. Expectations 2008; Canadian English, from Middle English sage + -ology. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Agenda 4 Part 1: Drawing on the Past Keys to Success 1. Where is the Knowledge? 1. Participation 2. Organize What? 2. Courtesy 3. What Types of Knowledge Exist? 3. Confidentiality Part 2: Leading Today’s Knowledge Workers 4. Time  4. Simples Ideas that Work in Complex Environments 5. Do you Really Want to Know What you Know? 6. Tools, Tactics, and Techniques: Tried and Tested Part 3: Enhancing Future Performance 7. Guiding Organizations Into the Future 8. The Future is Just a Day Away A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 2 info@kmmiddleeast.com
  • 3. Drawing on the Past 5 1. Where is the Knowledge? 2. Organize What? 3. What Types of Knowledge Exist? A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. 6 Where is the wisdom we have lost in knowledge? Where is the knowledge we have lost in information? —T. S. Eliot, The Rock (1935) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 3 info@kmmiddleeast.com
  • 4. Information Overload 7 245+ academic papers on Information Overload 1972-2000 (Bawden, 2001) Information Overload Personal Information Overload Information overload occurs A perception on the part of the individual when the amount of input to a (or observers of that person) that the flow system exceeds its of information associated with work tasks is processing capacity. greater than can be managed effectively. (Speier et al, 1999, p. 338) (Wilson, 2001, p. 113) Information Overload Organizational Information Overload Information overload is that A situation in which the extent of state in which available, and perceived information overload is potentially useful, information sufficiently widespread within an is a hindrance rather than a organization as to reduce the overall help. effectiveness of management operations. (Bawden, 2001, p. 6) (Wilson, 2001, p. 113) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Cost? 8 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 4 info@kmmiddleeast.com
  • 5. The Problem – Enterprise Dementia 9 2/3 of managers complained of 43% of the managers delayed Information overload (KPMG, 2000) decisions because of too much information. (Wilson, 2001) Managers ―dwell on information that is entertaining but not informative, or 38% of the surveyed managers easily available but not of high waste a substantial amount of time quality‖ (Linden, 2001, p.2) locating information (Wilson, 2001) The number of books published annually has increased exponentially since the 16th century. At present, the prediction is that the number of books doubles every 33 years (Hanka & Fuka, 2000). The total accumulated codified database of the world, which includes all books and all electronic files, doubles every seven years and some predict this will double twice a day by 2010 (Bontis, 2000). A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. What is the problem? 10 Content to Intent – assumes we can access content Enterprise Dementia = Organizational Memory Loss + Information Anxiety Content to Intent – assumes we know what we knew A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 5 info@kmmiddleeast.com
  • 6. The Components of the Problem 11 100 Information Moore’s Law Explosion Accumlated Codified Database 75 50 25 0 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 Year 100 Downsizing 10% Baby Boomers Retirements % of Total Executive Popultaion Executive Population (%) 75 8% 50 5% 25 3% Other Departures 0 0% 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 97-98 98-99 99-00 00-01 01-02 02-03 03-04 04-05 05-06 06-07 Year Year A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Total Problem 12 Enterprise Dementia = Information Anxiety + Organizational Memory Loss 100 100 Accumulated Codified Database Executive Population (%) 75 75 50 50 25 25 0 0 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 Year A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 6 info@kmmiddleeast.com
  • 7. The Future 13 “In an economy where the only certainty is uncertainty, the only sure source of lasting Ikujiro Nonaka competitive advantage is knowledge.” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Drawing on the Past 14 1. Where is the Knowledge? 2. Organize What? 3. What Types of Knowledge Exist? A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 7 info@kmmiddleeast.com
  • 8. Foundation or Too Busy 15 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Knowledge Sharing – Nothing New? 16 Knowledge Management is the creation, transfer, and exchange of organizational knowledge to achieve a [competitive] advantage. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 8 info@kmmiddleeast.com
  • 9. What Advantage? 17 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Real Reason 18 Including Ray Downey, Special Operations Command lost 95 men that day – totaling 1,600 years of experience. (emphasis added) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 9 info@kmmiddleeast.com
  • 10. History of KM: Academic Perspective 19 c. 350 BC 17th Century 1950s 1990s Aristotle Sir Francis Bacon Michael Polanyi Ikujiro Nonaka Carla O’Dell Classification of Knowledge Aristotle A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. What is knowledge? 20 Data Knowledge Information Knowledge: knowledge is "defined broadly to include information, data, Concepts, experience, and communication and culture" insight that provide a framework (p. 293) for creating, evaluating and using information (p. 373). A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 10 info@kmmiddleeast.com
  • 11. The Cognitive Hierarchy 21 Wisdom Ackoff’s Apex Understanding Knowledge Knowledge Wisdom: Information The collective and individual Dataexperiences of applying knowledge to the solution of problems (p. 373). A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The difference . . . Data to Knowledge 22 October 27, 1917 Q1 - What time is it? Q2 – Where are these people? Q3 – Why is the boy smiling? A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 11 info@kmmiddleeast.com
  • 12. Data 23 Davenport & Prusak (1998) define data “as a set of discrete, objective facts about events” and they suggest, “in an organizational context, data is most usefully described as structured records of transactions” (p. 2). Data A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Information 24 Peter F. Drucker (1998) claims that "Information is data endowed with relevance and purpose" Information Data A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 12 info@kmmiddleeast.com
  • 13. Knowledge 25 Authors Joseph and Jimmie Boyett (2001) suggest "knowledge is easy to talk about but hard to define" Knowledge Information Data A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Types of Knowledge 26 Easier to document and Explicit share Contributes to Easier to efficiency replicate 20% Leads to competency Michael Polanyi 80% Tacit Carla O’Dell Harder to articulate Harder to steal Higher competitive advantage Harder to transfer O’Dell, C. (2002, May). Knowledge Management New Generation. Presented at the APQC’s 7th Knowledge Conference, Washington, DC. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 13 info@kmmiddleeast.com
  • 14. Exchange and Transfer of Knowledge 27 TACIT n Ext tio ern za a i ial liz Soc ati on EXPLICIT Ikujiro Nonaka TACIT on Co ati mb liz a in rn a ti on Inte EXPLICIT A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The importance of sharing . . . 28 According to Computer Associates . . . http://www.youtube.com/watch?v=lH39xjXaLW8 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 14 info@kmmiddleeast.com
  • 15. Drawing on the Past 29 1. Where is the Knowledge? 2. Organize What? 3. What Types of Knowledge Exist? A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. KM Models 30 Developed by Dr Stankosky and his team at George Washington Webber, F., Wunram, M., Kemp, J., Pudlatz., & Bredehorst, B. (2002). Standardisation in University in 1999 knowledge management – Towards a common KM framework in Europe. Proceedings of UNICOM Seminar Towards Common Approaches & Standards in KM. London. Infrastructure Organization Technology Leadership Measures Learning Process Content Culture KM Pillars European Framework DON Balanced KM Enablers of Transfer KM Assessment Tool Bennet, A. & Kantner, J. (2001). Navigating the KM dimension, Next- Generation Knowledge Management: Enabling Business Processes. American Productivity & Quality Center. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 15 info@kmmiddleeast.com
  • 16. A New View of Knowledge Management 31 Measurement Leadership Technology Process Culture A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. A little TLC goes a long way! 32 Leadership Measurement •Transparency Leadership •Vision and example Technology Process Culture •Resources (including time) Technology Culture •Help or hinder •Need to Share vs Need to Know •Ease of access •Privacy •Tending toward free •Content Creators A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 16 info@kmmiddleeast.com
  • 17. Exchange and Transfer of Knowledge 33 TACIT n Ext tio ern za a i ial liz Soc ati on EXPLICIT TACIT on Measurement Co ati Leadership mb liz a in a ti Technology Process rn on Inte Culture EXPLICIT A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Measurement 34 APQC Stages of KM Stage 5 Stage 4 Stage 3 Institutionalize Stage 2 Expand Stage 1 Design and Knowledge Develop a and Get Launch a Management Strategy Support Started KM Initiative Remember: Measure the outcome, not the process USAF 5-2-1 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 17 info@kmmiddleeast.com
  • 18. Leading Today’s Knowledge Workers 35 4. Simples Ideas that Work in Complex Environments 5. Do you Really Want to Know What you Know? 6. Tools, Tactics, and Techniques: Tried and Tested A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Complex: A Definition 36 “a group of obviously related units of which the degree and nature of the relationship is imperfectly known” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 18 info@kmmiddleeast.com
  • 19. Exchange and Transfer of Knowledge 37 TACIT n Ext tio ern za a i ial liz Soc ati on EXPLICIT TACIT on Measurement Co ati Leadership mb liz a in a ti Technology Process rn on Inte Culture EXPLICIT A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Creation and Transfer of Knowledge 38 TACIT n Ext tio ern za a i ial liz Soc ati on EXPLICIT TACIT on Co ati mb liz a in rn a ti on Inte EXPLICIT Internalization Combination •Learning by doing •Formal Education (MBA) •Experience •Policies •Values/Ethos •Data mining Teradata, 1991 Wal-Mart, 2004 TYLENOL® crises of 1982 and 1986 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 19 info@kmmiddleeast.com
  • 20. Our Credo (Johnson & Johnson) J&J Credo We believe our first responsibility is to the doctors, nurses and patients, to mothers and fathers and all others who use our products and services. In meeting their needs everything we do must be of high quality. We must constantly strive to reduce our costs in order to maintain reasonable prices. Customers orders must be serviced promptly and accurately. Our suppliers and distributors must have an opportunity to make a fair profit. We are responsible to our employees, the men and women who work with us throughout the world. Everyone must be considered as an individual. We must respect their dignity and recognize their merit. They must have a sense of security in their jobs. Compensation must be fair and adequate, and working conditions clean, orderly and safe. We must be mindful of ways to help our employees fulfill their family responsibilities. Employees must feel free to make suggestions and complaints. www.jnj.com/our_company/our_credo/ A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. There must be equal opportunity for employment, development and advancement for those qualified. We must provide competent management, and their actions must be just and ethical. We are responsible to the communities in which we live and work and to the world community as well. We must be good citizens – support good works and charities and bear our fair share of taxes. We must encourage civic improvements and better health and education. We must maintain in good order the property we are privileged to use, protecting the environment and natural resources. Our final responsibility is to our stockholders. Business must make a sound profit. We must experiment with new ideas. Research must be carried on, innovative programs developed and mistakes paid for. New equipment must be purchased, new facilities provided and new products launched. Reserves must be created to provide for adverse times. When we operate according to these principles, the stockholders should realize a fair return. http://www.jnj.com/our_company/our_credo/ A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 20 info@kmmiddleeast.com
  • 21. Creation and Transfer of Knowledge 41 Socialization Externalization •Social spaces (Ba) •After action review TACIT •Master/apprentice •Lessons learned •Storytelling •Metaphor n Ext tio ern za a i ial liz Soc ati on EXPLICIT TACIT on Co ati mb liz in na r a ti on Inte Internalization Combination EXPLICIT •Learning by doing •Formal Education (MBA) •Experience •Policies •Values/Ethos •Data mining Teradata, 1991 Wal-Mart, 2004 TYLENOL® crises of 1982 and 1986 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Knowledge Edge – The Ultimate Goal 42 14 November 2004 Wisdom ―With 3,600 stores in the United States and roughly 100 million customers walking Understanding throughKnowledge each week, Wal-Mart has the doors Knowledge access to information about a broad slice of America . . . The data are gathered item by Information item at the checkout aisle, then recorded, mapped and updated by store, by state, by region . . . By its own account Wal-Mart has Data 460 terabytes of data.‖ ( 750,000 CDs 1 terabyte ~ 1,000,000 MB) Hurricane A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 21 info@kmmiddleeast.com
  • 22. Combination: Not always good! 43 HMCS Toronto sails at the lead of the starburst formation as nuclear-powered USS George Washington aircraft carrier takes the center. HMCS Toronto is taking part in Operation Altair, joining the USS George Washington Aircraft Carrier Task Group to help monitor shipping in the Arabian Gulf region. By restricting the flow of weapons, drugs, and other illicit trade, HMCS Toronto and her crew are helping to end terrorism and bring long- term stability to the area. Credit: MCpl Colin Kelley, Formation Imaging Services Halifax A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Something to consider . . . 44 ―. . . there are known knowns; there are things we know that we know. There are known unknowns; that is to say there are things that we now know we don’t know. But there are also unknown unknowns — there are things that we do not know we dont know.‖ A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 22 info@kmmiddleeast.com
  • 23. Knowns and Unknowns 45 Unknown Unknown Knowns Unknowns Known Known Knowns Unknowns AKA Johari Window A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Unknown unknowns 46 Somewhere on the West Coast A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 23 info@kmmiddleeast.com
  • 24. Knowns and Unknowns Discussion 47 Unknown Knowns Unknown Unknowns 1. Printer/Scanner 1. Data Mining 2. 2. 3. 3. Known Knowns Known Unknowns 1. Competitive Intell 2. 3. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. After Action Review 48 1. What was planned? 2. What happened? 3. What is the delta? 4. What do we do about it? A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 24 info@kmmiddleeast.com
  • 25. Leading Today’s Knowledge Workers 49 4. Simples Ideas that Work in Complex Environments 5. Do you Really Want to Know What you Know? 6. Tools, Tactics, and Techniques: Tried and Tested A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Organizational Forgetting (de Holan et al.) 50 From Source of Knowledge Existing Memory Decay Unlearning Stock Newly Avoiding Bad Failure to Capture Innovated Habits Accidental Intentional Mode of Forgetting Figure 7. Forms of Organizational Forgetting (Adapted from de Holan et al.) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 25 info@kmmiddleeast.com
  • 26. Energizing a Nation 51 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. What do we know 40 years later? 52 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 26 info@kmmiddleeast.com
  • 27. What is the problem? 53 Content to Intent – assumes we can access content Enterprise Dementia = Organizational Memory Loss + Information Anxiety Content to Intent – assumes we know what we knew A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Organizational Memory 54 Organizational memory is the body of knowledge, past, present, and future, necessary to achieve the strategic objectives of an organization. Enabled by technology, leadership, and culture, organizational memories include repositories of artifacts, communities of people, and organizational knowledge sharing processes, which focus on achieving the organizational vision. Girard, 2009 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 27 info@kmmiddleeast.com
  • 28. Memory Test* 55  Bed  Slumber  Rest  Night  Pajamas  Awake  Pillow  Blanket  Snore  Dream * Developed by Nancy Dixon A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Broader Challenge = Information Anxiety 56 Gartner Research’s Information Overload Survey concluded there are four information issues affecting competition: siloed information; too much information; unindexed information; and ineffective searching procedures (Linden et al, 2002) Causes of Cognitive Overload: Components of Information Anxiety: 1. Too much information 1. Not understanding information; supply; 2. Feeling overwhelmed by the amount 2. Too much information of information to be understood; demand; 3. Not knowing if certain information 3. The need to deal with multi- exists; tasking and interruption; and 4. Not knowing where to find 4. Wurman Inadequate workplace information; and (1989) infrastructure to help reduce 5. Knowing exactly where to find the metacognition. information, but not having the key to (Kirsh, 2000) access it. (Wurman, 1989, p. 44) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 28 info@kmmiddleeast.com
  • 29. Information Anxiety: A 400 year dilemma 57 17th Century Sir Francis Bacon, a pioneer in the quest to explain the relationship, looked to King Solomon’s biblical writings for wisdom “That in spacious knowledge there is much contristation, and that he that increaseth knowledge increaseth anxiety” (1605/1915, p. 4). He countered King Solomon’s council by stating “And for the second *referring to King Solomon’s prose+, certain it is, there is no vexation or anxiety of mind which resulteth from knowledge Sir Francis Bacon otherwise than merely by accident” The Advancement Some four centuries after Sir Francis challenged the ancient of Learning philosophy of King Solomon we appear closer to explaining this phenomenon Francis Bacon A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Leading Today’s Knowledge Workers 58 4. Simples Ideas that Work in Complex Environments 5. Do you Really Want to Know What you Know? 6. Tools, Tactics, and Techniques: Tried and Tested A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 29 info@kmmiddleeast.com
  • 30. KM Strategies: Towards a Taxonomy 59 Michael Earl 2001, after five-year study Genesis: confusion amongst executives Purpose: to help guide executives on choices to initiate KM Seven Schools:  Systems School  Cartographic Technocratic  Process  Commercial Economic  Organizational  Spatial Behavioral  Strategic A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Earl’s Strategies 60 Technocratic Economic School System Cartographic Engineering Commercial Attribute Focus Technology Maps Processes Income Knowledge Aim Knowledge bases Knowledge flows Knowledge assets directories Philosophy Codification Connectivity Capability Commercialization Behavioral School Organizational Spatial Strategic Attribute Focus Networks Space Mindset Knowledge Knowledge Aim Knowledge pooling exchange capabilities Philosophy Collaboration Contactivity Consciousness A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 30 info@kmmiddleeast.com
  • 31. Earl’s System School 61 Focus Technology “to capture specialist knowledge in knowledge bases Aim Knowledge bases which other specialist or Philosophy Codification qualified people can access” http://www.pcmag.com/article2/0,4149,28792,00.asp A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Earl’s Cartographic School 62 Focus Maps “to make sure knowledgeable people in the organization are Aim Knowledge accessible to others for advice, directories Philosophy Connectivity consultation, or knowledge exchange” “Expertise location systems replace the second-generation technique of yellow pages making connections between people and communities” (Dave Snowden) © 2008 John P. Girard, Ph.D. (john@johngirard.net) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. 62www.kmmiddleeast.com 31 info@kmmiddleeast.com
  • 32. Earl’s Engineering School 63 Focus Processes Engineering school focuses on.: 1. “performance of business Aim Knowledge Flows processes can be enhanced by Philosophy Capability providing operating personnel with knowledge relevant to their task” 2. “management processes are inherently more knowledge- FDA intensive than business processes” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Earl’s Economic School 64 Focus Income “it is overtly and explicitly concerned with both Aim Knowledge Assets protecting and exploiting a Philosophy Commercial- firms knowledge or ization intellectual assets to produce revenue streams” Dow Vice President Richard Gross stated Dow was able to reduce their patent holdings by over 10,000 resulting in a saving of $40 million in five years. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 32 info@kmmiddleeast.com
  • 33. Earl’s Organizational School 65 Focus Networks “the use of organizational structures, or networks to Aim Knowledge Pooling share or pool knowledge” Philosophy Collaboration Facing the drawdown of the B-2 project, the company decided it would be necessary to “maintain profiles of staff who could be used for future B-2 projects” (APQC) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Earl’s Spatial School 66 Focus Space “a design for emergence philosophy of knowledge Aim Knowledge management . . . it centers on Exchange Philosophy Contactivity the use of space or spatial designs to facilitate knowledge exchange” Bar Ba Meeting M Environment E Supporting S Socialization S A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 33 info@kmmiddleeast.com
  • 34. Earl’s Strategic School 67 Focus Mindset “sees knowledge management as a dimension of competitive Aim Knowledge strategy” Capabilities Philosophy Consciousness A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Which School? 68 Technocratic Economic School System Cartographic Engineering Commercial Attribute Focus Technology Maps Processes Income Knowledge Aim Knowledge bases Knowledge flows Knowledge assets directories Philosophy Codification Connectivity Capability Commercialization Behavioral School Organizational Spatial Strategic Attribute Focus Networks Space Mindset Knowledge Knowledge Aim Knowledge pooling exchange capabilities Philosophy Collaboration Contactivity Consciousness A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 34 info@kmmiddleeast.com
  • 35. Enhancing Future Performance 69 7. Guiding Organizations Into the Future 8. The Future is Just a Day Away A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Interrelationship of DM, IM, KM* 70 Records Artificial Communities Data Management Intelligence of Integration Taxonomies Practice Subject Expertise Data Classification Ontologies Locator Warehouse Document Enterprise After Management Portal Action Review Web Database Forms Portal Management Management Group Ware Virtual Content Collaboration Management Search Engine Storytelling Data Information Knowledge Management Management Management * Developed by Denise Charbonneau (TBS) and Dr. John Girard A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 35 info@kmmiddleeast.com
  • 36. Stonecutter or Cathedral Builder? 71 John Constable. Salisbury Cathedral, from the Meadows. 1831. Oil on canvas. Private collection, on loan to the National Gallery, London, UK. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Storytelling by Steve Denning 72 Purpose of Story  Sparking action  Communicating who you are  Transmitting values  Fostering collaboration  Taming the grapevine  Sharing knowledge  Leading people into the future www.stevedenning.com/SIN-136-HBR-publishes-Telling-Tales.html A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 36 info@kmmiddleeast.com
  • 37. HBR May 2004 73 In June of 1995, a health worker in a tiny town in Zambia went to the Web site of the Centers for Disease Control and got the answer to a question about the treatment for malaria. Remember that this was in Zambia, one of the poorest countries in the world, and it happened in a tiny place 600 kilometers from the capital city. But the most striking thing about this picture, at least for us, is that the World Bank isnt in it. Despite our know-how on all kinds of poverty related issues, that knowledge isn‘t available to the millions of people who could use It. Imagine if it were. Think what an organization we could become. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Writing the Future 74  Snowden’s (2002: 3) ‘we can always know more than we can tell, and we will always tell more than we can write down.’ However, Snowden (2002:3) suggests:  I can speak in five minutes what it will otherwise take me two weeks to get round to spend a couple of hours writing it down. The process of writing something down is reflective knowledge; it involves both adding and taking away from the actual experience or original thought. Reflective knowledge has high value, but is time consuming and involves loss of control over its subsequent use. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 37 info@kmmiddleeast.com
  • 38. Guiding Government Leaders into the Future 75  excite change in a very large bureaucratic organization  Five years in the future  Balance of real and imaginary Critical Success Factors:  Look of the story  Believable  Executive Support For complete stories see: www.johngirard.net A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Guiding Faculty into the Future 76  excite change in a small mid-west university  Mock interview with Dean  Balance of real and imaginary Critical Success Factors:  Real Dean  Realistic Journal  “Now I get it” For complete stories see: www.johngirard.net A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 38 info@kmmiddleeast.com
  • 39. Students into the Future 77  Low completion rate  Look – student paper  Geographically separated students  Moral boost needed Critical Success Factor:  It worked! For complete stories see: www.johngirard.net A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Storytelling: Commander-in-Chief 78 2006 Golden Globe Awards A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 39 info@kmmiddleeast.com
  • 40. Enhancing Future Performance 79 7. Guiding Organizations Into the Future 8. The Future is Just a Day Away A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Knowledge Edge – The Ultimate Goal 80 Wisdom Understanding Knowledge Knowledge Information Data A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 40 info@kmmiddleeast.com
  • 41. Do you know your customers? 81 “A social trend in which people use technologies to get the things they need from each other, rather than from traditional institutions like corporations.” groundswell.forrester.com A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Social Technographics™ Ladder 82 Creators Creators make social content go. They write blogs or upload Critics respond to content from video, music, or text. others. They post reviews, Critics comment on blogs, participate in forums, and edit wiki articles. Collectors organize content for Collectors themselves or others using RSS feeds, tags, and voting sites like Digg.com Joiners connect in social Joiners networks like MySpace and Facebook Spectators consume social Spectators content including blogs, user- generated video, podcasts, Inactives neither create nor forums, or reviews consume social content of any Inactives kind A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 41 info@kmmiddleeast.com
  • 42. The Social Technographics™ Ladder US Adults 83 2007 2010 Creators US 18-24 US 35-44 US 55+ 18% 24% 46% 23% 12% Critics 25% 37% 50% 34% 28% 12% 21% Collectors 38% 20% 12% Joiners 25% 51% 85% 54% 26% Spectators 48% 73% 89% 73% 64% Inactives 44% 18% 3% 17% 30% A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Social Technographics™ Ladder Australian Adults 84 2007 2009 Creators Aus 18-24 Aus 35-44 Aus 55+ 11% 23% 34% 20% 14% Critics 23% 31% 38% 28% 23% 5% 14% Collectors 20% 13% 6% Joiners 14% 50% 74% 46% 29% Spectators 38% 64% 82% 63% 47% Inactives 56% 22% 5% 23% 38% A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 42 info@kmmiddleeast.com
  • 43. The Social Technographics™ Ladder South Korea Adults 85 Japanese Adults 2007 2009 Creators 2007 2009 38% 49% 22% 34% Critics 27% 46% 36% 30% 14% 19% Collectors 6% 11% Joiners 41% 48% 22% 26% Spectators 39% 76% 70% 69% Inactives 36% 9% 26% 23% A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Global Top Internet Sites (Reach) http://www.alexa.com/topsites/ 86 1. Google 49% 1. Google.ae 2. Facebook 40% 2. Facebook 3. YouTube 26% 3. Google 4. Yahoo 25% 4. YouTube 5. Live 13% 5. Live 6. Wikipedia 13% 6. Yahoo! 7. Blogger 13% 7. Blogger 8. Baidu.com 10% 8. Maktoob 9. Twitter 10% 9. Wikipedia 10. QQ 7% 10. MSN 14 March 2011 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 43 info@kmmiddleeast.com
  • 44. Global Top Internet Sites (Reach) http://www.alexa.com/topsites/ 87 1. Google.com.sa 1. Google.com.om 2. YouTube 2. YouTube 3. Facebook 3. Live 4. Windows Live 4. Google 5. Google 5. Facebook 6. Maktoob 6. S-Oman.net 7. Yahoo 7. Yahoo 8. Blogger 8. MSN 9. SABQ 9. Maktoob 10. MediaFire 10. Blogger 14 March 2011 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Social Media Action Plan 88 Learn Listen Lead A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 44 info@kmmiddleeast.com
  • 45. 89 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Why Matters 90 35+ fasterst > 500M active > 150M login growth users daily demographic 2B pieces of 3M events 130 friends is “stuff” shared created each average each week month 45M active 70% of users user groups outside USA A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 45 info@kmmiddleeast.com
  • 46. Marketing @ Facebook 91 Million+ Fans 1. Coca-Cola 2. Starbucks 3. Disney 4. Victorias Secret 5. iTunes 6. Vitaminwater 7. YouTube 8. Chick-fil-A 9. Red Bull 10. T.G.I. Friday’s http://www.thebigmoney.com/slideshow/big-money-facebook-50-0 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. According to Facebook 92  2,854,480 Facebook users live in KSA (age 18 and older)  1,987,080 Facebook users live in UAE (age 18 or older)  193,260 Facebook users Personal or Organizational live in Oman (age 18 and older) A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 46 info@kmmiddleeast.com
  • 47. 93 Wikipedia is driven by a global community of more than 150,000 volunteers—all dedicated to sharing knowledge freely. Over almost eight years, these volunteers have contributed more than 11 million articles in 265 languages. More than 275 million people come to our website every month to access information, free of charge and free of advertising. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Convergence 94 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 47 info@kmmiddleeast.com
  • 48. Consider Crowdsourcing 95 Crowdsourcing is the act of taking a job traditionally performed by a designated agent (usually an employee) and outsourcing it to an undefined, generally large group of people in the form of an open call. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Crowdsourcing 96 http://www.youtube.com/watch?v=TCM7w11Ultk A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 48 info@kmmiddleeast.com
  • 49. Crowdsourcing 97 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. The Generation Game 98 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 49 info@kmmiddleeast.com
  • 50. Digital Native or Digital Immigrant? 99 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Are You Ready? 100 http://socialnomics.net/ A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 50 info@kmmiddleeast.com
  • 51. http://shifthappens.wikispaces.com 101 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Five Themes 102 Know Your Environment Understand the Groundswell Consider Crowdsourcing People Know Best Listen, Learn, Lead A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 51 info@kmmiddleeast.com
  • 52. Five Things for Tomorrow 103 Google Facebook YouTube Blog Wikipedia A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. A Leader’s Guide to Knowledge Management 104 John P. Girard, Ph.D. john@sagology.com www.sagology.com Sagologywww.kmmiddleeast.com 52 info@kmmiddleeast.com
  • 53. Arabic and English Version 105 www.mbrfoundation.ae/Arabic/pages/AKR2009.aspx www.mbrfoundation.ae/English/pages/AKR2009.aspx A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Aim of the Report 106 The ultimate aim is to analyse and identify opportunities and risks inherent in the acquisition, production, creation, and deployment of “knowledge”; a primary avenue for renaissance and human development. A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 53 info@kmmiddleeast.com
  • 54. Preamble 107 “Chief among the reasons for the current Arab interest in establishing the knowledge society is the desire not to miss out on the anticipated effects of the knowledge revolution and to be alert to the roles it plays in generating progress, whether on the political, economic, or social level” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Preamble 108 “The knowledge field and revolution today form an avenue for reform in the Arab world” “Knowledge is freedom, and as such a path that requires further honing of the creative mechanisms of human intelligence” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 54 info@kmmiddleeast.com
  • 55. Topics of the Report 109 “Knowledge and the pen are far stronger than any other force.” - Sheikh Mohammed bin Rashid Al Maktoum “The Report frees itself from the purely economic perspective on knowledge and from the consequences of a technologically determinist viewpoint” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. 110 Chapter 1: The theoretical framework: Concepts and problematic of the knowledge society Chapter 2: Arab knowledge performance environments: Expanding freedoms and building institutions Chapter 3: Education and the formation of knowledge capital A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 55 info@kmmiddleeast.com
  • 56. 111 Chapter 4: Information and communications technologies in the Arab countries: The pillars and tools of knowledge Chapter 5: Arab performance in research and innovation Chapter 6: Building the knowledge society in the Arab world: A vision and a plan A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Chapters 1 and 2 112 “The literature on human rights places the discourse of the knowledge society at the heart of the calls for political modernisation” “The oil boom has not boosted economic freedoms in the Arab region’ A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 56 info@kmmiddleeast.com
  • 57. Chapter 3 113 “Continued poverty and social Marginalisation exacerbate the Shortcomings in the enabling Environment of the desired knowledge society” “In several Arab countries illiteracy rates for adults, children, and young people remain a challenge” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Chapters 4 and 5 114 “Arabic is technologically poor in comparison with the languages dominating the ICT field” “The Report intends to measure the degree to which the Arabs have entered the knowledge society taking as a starting point their levels of ICT access and acquisition” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 57 info@kmmiddleeast.com
  • 58. Chapter 6 115 “Imagination, affect, and values, are, loci of innovation” “The Report formulates a vision and action plan to respond to the knowledge gaps that have been identified” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Chapter 6 116 “Intercommunication with the self means accurate diagnosis of its shortcomings with regard to knowledge and of its flaws with regard to knowledge environments” “Momentum towards entry into the knowledge society must begin with action in the area of the enabling environment” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 58 info@kmmiddleeast.com
  • 59. Human Development 117 “Knowledge is considered a central axis of human development, and its importance has multiplied thanks to the many transformations in its numerous forms” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Population and GDP 118 “Poverty in the Arab region is increasing despite all the efforts aimed at reducing it” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 59 info@kmmiddleeast.com
  • 60. Poverty 119 “In rural Egypt and Morocco, one in four people is poor, compared with one in ten in urban areas, and families supported by women are much more affected by poverty than those supported by men” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Development Funding 120 A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 60 info@kmmiddleeast.com
  • 61. Education 121 “In terms of qualitative performance, students from Arab countries score much lower than world averages in the sciences and mathematics” ‘The correlation between education and economic growth in the Arab world is weak’ A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D. Progress 122 “On the ICT axis, the Arab states have made reasonable Progress” “The weakest point in Arab knowledge performance may be the lack of enabling environments appropriate to the establishment of a knowledge society” A Leaders Guide to Knowledge Management © 2011, John P. Girard, Ph.D.www.kmmiddleeast.com 61 info@kmmiddleeast.com