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  1. 1. Chapter 10Knowledge Management Chapter 10 1
  2. 2. Data, Knowledge & Information Chapter 10 2
  3. 3. Introduction to Knowledge Management• KM: is a process that helps organizations: – Identify – Select – Organize – Disseminate – Transfer important information – Transfer expertise that are part of the organization’s memory – Resides within the organization in unstructured manner. Chapter 10 3
  4. 4. Knowledge structuring offers:• Effective and efficient problem solving• Dynamic learning• Strategic planning• Decision making Chapter 10 4
  5. 5. Knowledge• In the IT context, knowledge is distinguished• from data and information. – Data : collection of facts, measurements, statistics. – Information : organized or processed data that are timely and accurate – Knowledge : information that is contextual, relevant and actionable. Chapter 10 5
  6. 6. Characteristics of Knowledge• Extra-ordinary leverage & increasing returns• Fragmentation, leakage, and the need to refresh• Uncertain value• Uncertain value of sharing• Rooted in time Chapter 10 6
  7. 7. Types of knowledge• Explicit knowledge: deals with more objective, rational, technical knowledge.• Policies, procedural guides, white papers, reports, designs, products, strategies, goals, mission and core competencies of the enterprise and the information technology infrastructure. Chapter 10 7
  8. 8. Types of knowledge• Tacit knowledge: is usually in the domain of subjective, cognitive and experiential learning.• Is the cumulative store of the experiences, mental maps, insights, expertise, know-how, trade secrets, skill sets and learning that an organization has, as well as the org. culture that has embedded in past and present. Chapter 10 8
  9. 9. Knowledge – Knowledge Management Systems Chapter 10 9
  10. 10. Knowledge – Knowledge Management Systems (Continued) Knowledge creation or knowledge acquisition is the generation of new insights, ideas, or routines.  Socialization mode refers to the conversion of tacit knowledge to new tacit knowledge through social interactions and shared experience. Activities or Processes Chapter 10 10
  11. 11.  Combination mode refers to the creation of new explicit knowledge by merging, categorizing, reclassifying, and synthesizing existing explicit knowledge Chapter 10 11
  12. 12.  Externalization refers to converting tacit knowledge to new explicit knowledge Internalization refers to the creation of new tacit knowledge from explicit knowledge. Chapter 10 12
  13. 13. KM Activities• Knowledge sharing is the exchange of ideas, insights, solutions, experiences to another individuals via knowledge transfer computer systems or other non-IS methods. Chapter 10 13
  14. 14. KM Activities• Knowledge seeking is the search for and use of internal organizational knowledge. Chapter 10 14
  15. 15. IT in Knowledge Management• IT is crucial to the success of every knowledge management system.• Components of KMS: – Communication – Storage – Retrieval Chapter 10 15
  16. 16. Technologies to support KM• Artificial intelligence• Intelligent agents• Knowledge discovery database Chapter 10 16
  17. 17. Role of People in KM• The Chief Knowledge officer• CEO, officers, managers of the organization• Communities of practice• KMS staff Chapter 10 17