Knowledge Management 101

Slide 1: Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management 101 1 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 2: Strategic Quality – IBM Daksh Business Process Services Philippines Definitions… Knowledge. Information in action! Knowledge Management (KM). A The mental capacity toto conscious strategy produce results (e.g., solve a customer’s problem, make business foster, capture, and share decisions, etc.). knowledge and expertise to help achieve businessor art of directing or Management. The act results. controlling. 2 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 3: Strategic Quality – IBM Daksh Business Process Services Philippines What is Knowledge? Source: R. Ackoff’s “Pyramid to Wisdom” (1989, 1996) Wisdom Understanding that permits knowledge to be used Organized information Knowledge that provides guidance or initiates action Collection of related Information data with context and perspective Data Raw / hard facts 3 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 4: Strategic Quality – IBM Daksh Business Process Services Philippines Types of Knowledge Source: I. Nonaka’s SECI (1991) Explicit Knowledge. Knowledge that is written down – and thus, easily recorded, shared, tracked, and measured, as well as edited or improved by others. Tacit Knowledge. Knowledge in your head. What you know but cannot easily share that lets you do a better job. 4 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 5: Strategic Quality – IBM Daksh Business Process Services Philippines Basic KM Model Source: D. Skyrme (1998) Collect Identify Classify Organize / Store Create Use / Exploit Share / Disseminate Access 5 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 6: Strategic Quality – IBM Daksh Business Process Services Philippines SECI Spiral Model Source: I. Nonaka and H. Takeuchi (1995) TO FROM 6 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 7: Strategic Quality – IBM Daksh Business Process Services Philippines SECI Spiral Model Source: I. Nonaka and H. Takeuchi (1995) 7 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 8: Strategic Quality – IBM Daksh Business Process Services Philippines SECI Spiral Model Source: Graham-Durant Law (2004) 8 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 9: Strategic Quality – IBM Daksh Business Process Services Philippines Why is KM important for IBM Daksh?  Need to manage and share knowledge given our growing organization (e.g., multiple centers with over 25,000 employees).  Quality, Speed and Innovation: the keys Innovation to growth in the BPO industry are all knowledge-based.  Enhance employee retention rates by recognizing the value of their knowledge & rewarding them accordingly. 9 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 10: Strategic Quality – IBM Daksh Business Process Services Philippines KM Programs in IBM Daksh Two key thrusts: 2. Creating New Knowledge “Innovation that matters” – Bright Ideas – Eurekas 4. Sharing Existing Knowledge “Knowing what you know” – Replicators – Best Practices 10 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Slide 11: Strategic Quality – IBM Daksh Business Process Services Philippines Questions? 11 Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation