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Chapter 4 - Knowledge Management


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Knowledge-Based Systems, R akerkar, Priti Sajja

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Chapter 4 - Knowledge Management

  1. 1. Knowledge Management (Knowledge-Based Systems; R Akerkar, P Sajja) Prepared By: Ashique Rasool
  2. 2. What Drives Knowledge Management Following are the reasons; why knowledge management is important.  Size and dispersion of an organization  Reducing risk and uncertainty  Improving the quality of decisions  Improving customer relationships  Techno centric support  Intellectual asset management and prevention of     knowledge loss Future use of knowledge Enhance an organization’s brand image Shorter product cycle Restricted access and added security Prepared By: Ashique Rasool
  3. 3. Evolution of Knowledge Management The typical evolution of knowledge management in an organization.  Ad-hoc Knowledge There is no formal procedure of knowledge management  Sophisticated Knowledge Management The organization might have formal KM (Knowledge Management) process but uses only certain phases of it.  Embedded Knowledge Management Organizations may have critical processes and knowledgeable expert who has a high degree of knowledge regarding the organization’s business and its knowledge assets Prepared By: Ashique Rasool
  4. 4. Evolution of Knowledge Management The typical evolution of knowledge management in an organization.  Integrated Knowledge Management All of the tasks, major operations and systems of an organization are contained in a knowledge management system and knowledge is shared through a common integrated environment. Prepared By: Ashique Rasool
  5. 5. Elements of Knowledge Management Prepared By: Ashique Rasool
  6. 6. Elements of Knowledge Management  People and Skills Skilled work force and their expertise  Procedures Standard procedures and basic generates knowledge  Strategy and Policy operations During the KM, the promises to customer , product quality and policies should be kept into consideration  Technology Technology plays a variety of role in providing sharing and documenting knowledge. Prepared By: Ashique Rasool
  7. 7. Knowledge Management Process Knowledge management process encompasses the phases of Knowledge discovery, knowledge documentation, knowledge sharing and knowledge use. Prepared By: Ashique Rasool
  8. 8. Knowledge Management Process  Knowledge Discovery and Innovation: Knowledge discovery encompasses activities regarding the identification and acquisition of knowledge. Creation of new knowledge is considered as Innovation  Knowledge Documentation The discovered knowledge should be stored according to its application and nature. There should be meta knowledge. Sorting, classification, structures are done.  Knowledge Use Use and reuse of knowledge is part of work process  Knowledge Sharing The knowledge repository should be available centrally so that all authorized users can handle and contribute to it. Prepared By: Ashique Rasool
  9. 9. Knowledge Management Process Prepared By: Ashique Rasool
  10. 10. KM Tools and Technologies  Tools for Discovering Knowledge  Creative abstraction  Simulation  interactive sessions  Meetings  Morphological Analysis Prepared By: Ashique Rasool
  11. 11. KM Tools and Technologies  Tools for Documenting knowledge  Design Specifications  Metadata Tools  Algorithms  Knowledge Tree  Authoring Tools Prepared By: Ashique Rasool
  12. 12. KM Tools and Technologies  Tools for sharing and using knowledge  E-marketing  Special groups  Office Design  Portal  Network Prepared By: Ashique Rasool
  13. 13. KM Tools and Technologies  Technologies for knowledge Management  Managing Knowledge  Artificial Intelligence  Preserving and Applying human expertize  Knowledge-Based Systems  Using History as knowledge  Case-Based Reasoning  Discovering New Knowledge  Data Mining Prepared By: Ashique Rasool
  14. 14. Case-Based Reasoning Cycle Prepared By: Ashique Rasool
  15. 15. Knowledge Discovery Process Prepared By: Ashique Rasool
  16. 16. Organizational Structure of KM System Prepared By: Ashique Rasool
  17. 17. KM Roles and Responsibilities  Chief Knowledge Officer(CKO)  Leader of KM team  Responsible for development and uses of KM system  Knowledge Engineer  Developer and administrator knowledge repository  Problem solver, Trouble Shooter of organizational  Knowledge Facilitator  Facilitating knowledge usage at multiple sites  Understand the detailed logic of the business cycle, principles, processes, tools and technologies Prepared By: Ashique Rasool
  18. 18. KM Roles and Responsibilities  Knowledge Worker  Use, reuse and apply the documented knowledge  Carry out the business procedures by using minimum use of resources to achieve the goal  Knowledge Consultant  Contribute to the development of strategy, vision and risk analysis  Audit the plans for KM activities  Support development of KM objectives and policies Prepared By: Ashique Rasool
  19. 19. KM Roles and Responsibilities Prepared By: Ashique Rasool
  20. 20. Knowledge Management Models Prepared By: Ashique Rasool
  21. 21. Knowledge Management Models  Transaction Model  Focuses on routine work done at individual level  Highly reliant on formal procedures and dependent on individual workers  Examples: Call centre knowledge management system, Consultancy-providing systems  Cognitive Model  Emphasize on standardization conceptual Prepared By: Ashique Rasool strength, reuse and
  22. 22. Knowledge Management Models  Network Model  Focuses on connections and relationships among elements of the KM system  Considers how knowledge is acquired, shared and transferred  Community Model  Used for collaborative and interactive type of KM systems  Recognizes the relationships between organizations  Checks the need for contineous exchange among knowledge roles Prepared By: Ashique Rasool
  23. 23. Techniques to Model Knowledge  CommonKADS  Facto standard for knowledge Modeling  Supports structured knowledge engineering techniques  Improved communication, standardization, technology support and availability of reusable components  Protégé 2000  It is an open source tool, assists users in the construction of large electronic knowledge bases  Has an intutive user interface  Allow use of inference engines and problem solvers Prepared By: Ashique Rasool
  24. 24. Benefits of Knowledge Management  Knowledge-Related Benefits  Documentation and safe keeping of knowledge  High degree of availability and organization wide access  Reduce knowledge loss  Provides background of innovation and new knowledge creation  Controls redundancy of stored knowledge  Individual Benefits  High quality decision within a given time frame  Job security and personal development  Rewards and recognition Prepared By: Ashique Rasool
  25. 25. Benefits of Knowledge Management  Organizational and Administrative Benefits  Improve customer service in most flexible way Improved customer relationship and brand image Reduce cost and increase productivity Reduce process/product cycle time Faster problem solving Ease of administration and control Supporting best practices Useful as a tool for human resource development, training and research & development Prepared By: Ashique Rasool