Chapter 9 Knowledge management by shelda debowsky

1. Name Roll No.
Haseeb Gul Khattak 13195
Muhammad Zeeshan
Ashrif
13201
Wajid Alli 13203

2. Developing an effective
knowledge service
Outline
Knowledge Service
Knowledge Service Contributors
Model of Service Provision
Funding and Promoting the Knowledge
Service
Supporting the Organization
Evaluating The effectiveness of the
Knowledge Service

3. Knowledge Service
Features
Number of distinctive features
Rely on customer
Services reflect core business
Incorporate electronic knowledge
Main focus on building community,
connection, culture
Perish-ability

4. Functions
Communicating and promoting knowledge values
Development of structure
Knowledge flow relies on four principle
1) It should be boundary less
2) Fluid
3) Interactive
4) Flexible
 Dissemination of knowledge practices and
common culture prospective.

5. Philosophy
Service should be reliable ,
dependable and accurate
Service should minimize the risk
Service need to establish effective
relationship

6. Knowledge Service
Contributors
Main function to support organizational
goals
Increase people capacity
Motivation to undertake the necessary
knowledge
Knowledge service employees
Knowledge system
Service activities

7. Knowledge Service employees
Bergeron suggest service races which support
knowledge management.
1. Knowledge Analyst indentify knowledge practices
and trends.
2. Knowledge engineers support knowledge
management system and its use.
3. Knowledge manager coordinate knowledge
management implication.
4. Knowledge steward operate locally a knowledge
champions and enablers.

8. Knowledge System
Knowledge system support overall knowledge
system development
Maintenance is poorly recognize in many
organization
Taxonomy and repository

9. Service Activities
Incorporate a range of service activities
First to encourage social interaction.
Leadership support and development is
another element of the service
Identify and nurture community potential
Community require substantial investment
to sustain their involvement
Knowledge service also operate as on
organizational change unit
It operate throughout the organizational
community, monitoring progress on
achieving the desired knowledge outcomes.

10. Models of Service Provision
The centralized Service
The local Service
The blended Service
Knowledge Service Staff

11. The Centralized Service
 Work outwards into the community.
Monitor the various knowledge strategies
operating in the organization.
Encourage integrated and supportive
process.
Capacity to encourage peer collaborative.
Permit the development of the common
visions and major initiatives.

12. The local Service
The centralized Service is weak.
In that its influence and relevance requires
ongoing management of many different external
relationships.
Net works between central and local area must be
regularly sustained.
Central services connection with and support for
specific initiatives maybe limited.
The members are integral to knowledge team.
Specific community may encourage and
stimulated.

13. The blended Service
Combination of both central and local service
method.
Central service merges with the hand on local service.
Overall view of knowledge strategy.
Collaboration between units and intensive.
Require coordination and communication.
Always the risk of the connection between centralized
and local area dissolving.
Two way sharing of information.
New ideas generated.

14. Knowledge Service Staff
The knowledge service leader need to clearly
communicates the directions to the
 Technical
 Human Resource
 Organization Development
 Customer Relationship
Education and development of knowledge service
members.
It draw on so many disciplines
 Management
 Human Recourse Management
 Information Technology
 Information Service

15. Funding and Promoting The
Knowledge Service
Funding the knowledge service
Free Service Model
Generate high demand as users build trust,
Partnerships and reliance on the service.
Capacity to service towards better support,
identity and pursuing new approaches.
Explore new issues.
Incorporate creativity.
Innovation and responsiveness.

16. Fee For Service Model
Users pay a fee for any support provided.
Nature of relationship both individual
and unit affected by the fee for service
approach.
Less capable of paying the fee are
unlikely to seek helps.
Limited value.

17. Promoting the
Knowledge Service
Service is known, used and valued by the
knowledge community.
Identify and awareness user need to regular
contact with their knowledge service
 Personal contact
 Email updates
 Event
 Networking strategies
 Consultancies
Need to promoted new staff.

18. Supporting The
Organization
Analyze external knowledge trends
Identify good practices from other settings
Monitor knowledge strategy and its
implication.
Prepare discussion papers on issues to be
resolved
Identify core knowledge competencies
Actively promote the concepts

19. Knowledge Service
Focus
Organizational
 Knowledge Strategy/ Framework
 Corporate Strategy / Practices
 Organizational analysis / Auditing
 Core knowledge Competency
Operational Units
 Knowledge system
 Change Management
 Knowledge cultures
 Knowledge leadership
 Customized support
 Knowledge planning
 Knowledge structure
 Knowledge strategy

20. Communities of Practices
Collaborative Opportunities
Promotion / hosting
Virtual communities support
Guidelines / templates
Guest visitors
Supporting the individuals
Learning support
Competency development
Technical assistance
Social capital enhancement
Leadership development
Team membership skills

21. Evaluating the
Effectiveness of the
knowledge
Efficiency
Effectiveness
Reliability

22. Thank You