Knowledge Management Taming the Intangible Jack Eapen C [email_address]

Wizards lived in the Ivory Tower, and knew many things Serfs, farmers, had problems with their farms King asked Wizards to help In the beginning... Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

Wizards lived in the Ivory Tower, and knew many things

Serfs, farmers, had problems with their farms

King asked Wizards to help

Serfs’ farming was still unsuccessful although Wizards claimed that they told what they knew. Both Serfs and Wizards blamed each other. Serfs said Wizards did not really help. What Wizards told were useless. Wizards said Serfs understood something so hard that Serfs had to come back to see them again and again. They then could not do their work, while Serfs did not actually apply all knowledge from them for farming. Problems Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

Serfs’ farming was still unsuccessful although Wizards claimed that they told what they knew.

Both Serfs and Wizards blamed each other.

Serfs said Wizards did not really help. What Wizards told were useless.

Wizards said Serfs understood something so hard that Serfs had to come back to see them again and again. They then could not do their work, while Serfs did not actually apply all knowledge from them for farming.

Used their own technical language (techknowspeak), while most Serfs understand only plain language. Understood that only their techknowspeak could communicate their knowledge well and completely. Not concerned of Serfs’ environment, culture, and communication style while giving out knowledge Problems with Wizards Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

Used their own technical language (techknowspeak), while most Serfs understand only plain language.

Understood that only their techknowspeak could communicate their knowledge well and completely.

Not concerned of Serfs’ environment, culture, and communication style while giving out knowledge

Did not share knowledge among themselves Did not understand jargons used by Wizards Hence, did not take any action Problems with Serfs Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

Did not share knowledge among themselves

Did not understand jargons used by Wizards

Hence, did not take any action

King got troubadours and knowms to solve problems. Knowms’ background Understand techknowspeak Familiar with serfs’ environment Solutions Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

King got troubadours and knowms to solve problems.

Knowms’ background

Understand techknowspeak

Familiar with serfs’ environment

Knowms talked with Wizards and took notes on method of transferring knowledge, Serfs’ problems, knowledge required by Serfs Knowms talked with different groups of Serfs about their problems and knowledge they needed. Knowms observed how some skilful Serfs did farming. Knowms noted down what they had observed from serfs Some successful Serfs, who could do the farming well, told other Serfs how to farm Categorised knowledge into groups according to Serfs’ requirements Used templates for different types of knowledge needed to be collected for each specific group of Serfs (acts as a filter) What Knowms Did? Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

Knowms talked with Wizards and took notes on method of transferring knowledge, Serfs’ problems, knowledge required by Serfs

Knowms talked with different groups of Serfs about their problems and knowledge they needed.

Knowms observed how some skilful Serfs did farming.

Knowms noted down what they had observed from serfs

Some successful Serfs, who could do the farming well, told other Serfs how to farm

Categorised knowledge into groups according to Serfs’ requirements

Used templates for different types of knowledge needed to be collected for each specific group of Serfs (acts as a filter)

Troubadours travelled around, and knew a lot about Serfs and environment outside Composed songs from the available knowledge. Travelled around and sang songs What Troubadours Did? Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

Troubadours travelled around, and knew a lot about Serfs and environment outside

Composed songs from the available knowledge.

Travelled around and sang songs

More time for Wizards to do something else, instead of re-telling the same information (time saving) Wizards may even spend the available time to create more knowledge. Serfs now have easy access to systemized knowledge which helped them in producing better crops Finally, country became prosperous Benefits Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

More time for Wizards to do something else, instead of re-telling the same information (time saving)

Wizards may even spend the available time to create more knowledge.

Serfs now have easy access to systemized knowledge which helped them in producing better crops

Finally, country became prosperous

After the harvest season had ended, the knowms called a meeting with all the key people involved in the improvement of the farms From the serfs and town leaders in the areas that had done well, knowms asked about what had been most helpful Where the farms had not done so well, knowms asked serfs and town leaders about why they thought things had not improved. They put all their results together, and worked with a few of the wizards and serfs to work out where things could be done better. They carefully drew up a plan to use for the next year. They went to the king, and showed him all the results and their plans for the future. The king was very pleased, and called a feast for all those who had done so much to make the kingdom prosperous again. In the end... Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

After the harvest season had ended, the knowms called a meeting with all the key people involved in the improvement of the farms

From the serfs and town leaders in the areas that had done well, knowms asked about what had been most helpful

Where the farms had not done so well, knowms asked serfs and town leaders about why they thought things had not improved.

They put all their results together, and worked with a few of the wizards and serfs to work out where things could be done better. They carefully drew up a plan to use for the next year.

They went to the king, and showed him all the results and their plans for the future.

The king was very pleased, and called a feast for all those who had done so much to make the kingdom prosperous again.

One day, a prince from another kingdom came to visit the king. While they were talking, the prince said to the king that his kingdom had fallen on hard times. The wise king called the chief knowm, and asked him if his team would be able to help. The knowm explained to the prince that the method they had used to improve the farms could be used to improve the weavers’ work as well. The prince wanted to know more about how the program worked, so the knowm called on one of the troubadours, who had written a song about the improvement of the farms. The knowm said that he would need the help of the wizards in the prince’s kingdom, and that they would need to appoint their own knowms to arrange for everything. After the end... Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

One day, a prince from another kingdom came to visit the king. While they were talking, the prince said to the king that his kingdom had fallen on hard times.

The wise king called the chief knowm, and asked him if his team would be able to help.

The knowm explained to the prince that the method they had used to improve the farms could be used to improve the weavers’ work as well.

The prince wanted to know more about how the program worked, so the knowm called on one of the troubadours, who had written a song about the improvement of the farms.

The knowm said that he would need the help of the wizards in the prince’s kingdom, and that they would need to appoint their own knowms to arrange for everything.

Can You Relate Yourself to this situation? Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue

Do you face any of these problems?

Rule of this Room If you are afraid of change… …Don’t afraid to walk out

KM Definitions What is knowledge KM Myths SECI Model KM Tools KM Methods A Real World Example Roadmap to KM in an organization Agenda

KM Definitions

What is knowledge

KM Myths

SECI Model

KM Tools

KM Methods

A Real World Example

Roadmap to KM in an organization

Definitions… Knowledge Management (KM). A conscious strategy to leverage the knowledge assets of an organization to help achieve the business results.

Definitions… A managed system for ensuring that The right knowledge Reaches the right people At the right time To help them make the right decisions

A managed system for ensuring that

The right knowledge

Reaches the right people

At the right time

To help them make the right decisions

KM Thoughts “ If Hewlett Packard knew what Hewlett Packard knows, we would be three times more profitable.” -Lew Platt, CEO of HP

KM Thoughts

“ If Hewlett Packard knew what Hewlett Packard knows, we would be three times more profitable.”

-Lew Platt, CEO of HP

What is Knowledge? Source: R. Ackoff’s “Pyramid to Wisdom” (1989, 1996) Data Information Knowledge Wisdom Raw / hard facts Collection of related data with context and perspective Organized information that provides guidance or initiates action Understanding that permits knowledge to be used

The DIKW continuum

Types of Knowledge 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.

Explicit Knowledge

Knowledge that is written down – and thus, easily recorded, shared, tracked, and measured, as well as edited or improved by others.

KM Advantages In today’s knowledge economy “knowledge is the biggest capital” Knowledge is linked to performance KM helps innovation Take advantage of what others already know Avoid past mistakes Avoid redundant work Retain organizational knowledge

In today’s knowledge economy “knowledge is the biggest capital”

Knowledge is linked to performance

KM helps innovation

Take advantage of what others already know

Avoid past mistakes

Avoid redundant work

Retain organizational knowledge

KM Thoughts “ In the end, learning faster than our competitors is the only sustainable competitive advantage” -Arie de Geus – Shell

KM Thoughts

“ In the end, learning faster than our competitors is the only sustainable competitive advantage”

-Arie de Geus – Shell

Knowledge Management Myths Knowledge can be managed Don’t manage, facilitate KM implementation is the goal KM is an enabler to achieve bigger goals KM means implementing a software Technology is only an enabler KM needs changing culture Can’t change culture, influence it

Knowledge can be managed

Don’t manage, facilitate

KM implementation is the goal

KM is an enabler to achieve bigger goals

KM means implementing a software

Technology is only an enabler

KM needs changing culture

Can’t change culture, influence it

KM Thoughts “ You can’t manage knowledge – nobody can. What you can do is to manage the environment in which knowledge can be created, discovered, captured, shared, distilled, validated, transferred, adopted, adapted and applied.” Chris Collison and Geoff Parcell, Learning to Fly: Practical Knowledge Management from Leading and Learning Organizations ”

KM Thoughts

“ You can’t manage knowledge – nobody can. What you can do is to manage the environment in which knowledge can be created, discovered, captured, shared, distilled, validated, transferred, adopted, adapted and applied.”

Chris Collison and Geoff Parcell,

Learning to Fly: Practical Knowledge Management from Leading and Learning Organizations ”

KM Enablers

Knowledge Management involves processes for Knowledge acquisition Knowledge creation Knowledge storage Knowledge sharing Knowledge application

Knowledge acquisition

Knowledge creation

Knowledge storage

Knowledge sharing

Knowledge application

Knowledge Sharing Source: http://www.slideshare.net/nickmilton/introduction-to-knowledge-management Connecting Collecting

KM Thoughts “ Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes. A demand for knowledge will stimulate a supply, but not vice versa”

KM Thoughts

“ Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes.

A demand for knowledge will stimulate a supply, but not vice versa”

Unclear concept/ vision “ Knowledge is power “ mentality Lack of knowledge sharing processes No time allowed No knowledge sharing by executives Managers do not walk the talk Ineffective channels of knowledge distribution Lack of knowledge filters Lack of encouragement Bureaucracy Barriers to KM

Unclear concept/ vision

“ Knowledge is power “ mentality

Lack of knowledge sharing processes

No time allowed

No knowledge sharing by executives

Managers do not walk the talk

Ineffective channels of knowledge distribution

Lack of knowledge filters

Lack of encouragement

Bureaucracy

KM Thoughts Our approach to KM is far more than stick or carrot. We say, "Knowledge Sharing is your job. Do it! As a reward you may keep your job ” -Bob Buckman

KM Thoughts

Our approach to KM is far more than stick or carrot. We say, "Knowledge Sharing is your job. Do it! As a reward you may keep your job ”

-Bob Buckman

SECI Model

Socialisation Tacit-to-Tacit Knowms observed how some skilful Serfs did farming. Troubadours travelled around, and knew a lot about Serfs and environment outside (can be by observing as well). Externalisation Tacit-to-Explicit Knowms noted down what they had observed from serfs Some successful Serfs, who could do the farming well, told other Serfs how to farm SE..

Socialisation

Tacit-to-Tacit

Knowms observed how some skilful Serfs did farming.

Troubadours travelled around, and knew a lot about Serfs and environment outside (can be by observing as well).

Externalisation

Tacit-to-Explicit

Knowms noted down what they had observed from serfs

Some successful Serfs, who could do the farming well, told other Serfs how to farm

Combination Explicit-to-Explicit Composing songs from the available knowledge. Having discussions among Knowms and Wizards for additional knowledge Knowms noted down knowledge told by Wizards. Internalisation Explicit-to-Tacit Hearing the songs and the could applying them to farming. Troubadours travelled around and sang songs CI..

Combination

Explicit-to-Explicit

Composing songs from the available knowledge.

Having discussions among Knowms and Wizards for additional knowledge

Knowms noted down knowledge told by Wizards.

Internalisation

Explicit-to-Tacit

Hearing the songs and the could applying them to farming.

Troubadours travelled around and sang songs

KM Tools Wiki RSS File Sharing

KM Portal Wiki RSS File Sharing

KM Methods After action reviews Storytelling Lessons Learned Best Practices Communities of Practice (CoP)

After action reviews

Storytelling

Lessons Learned

Best Practices

Communities of Practice (CoP)

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Knowledge Management processes at SunTec eLearning portal SunGuru Knowledge collaboration SunWiki Knowledge repositories SunDocs Knowledge Sharing Events Product Watch, Project Watch Knowledge Evaluation Certification, Monthly online exams Knowledge Transfer Mentoring, presentations, Audit meetings

eLearning portal

SunGuru

Knowledge collaboration

SunWiki

Knowledge repositories

SunDocs

Knowledge Sharing Events

Product Watch, Project Watch

Knowledge Evaluation

Certification, Monthly online exams

Knowledge Transfer

Mentoring, presentations, Audit meetings

Roadmap to KM in an Organization Realize the “knowledge factor” Knowledge Audit Form a team Devise a KM strategy Communicate well Institutionalize effective processes Implement supporting IT systems Re-look and re-do

Realize the “knowledge factor”

Knowledge Audit

Form a team

Devise a KM strategy

Communicate well

Institutionalize effective processes

Implement supporting IT systems

Re-look and re-do

Imagination Is more important than knowledge

Imagination

Is more important than

knowledge

Thank You