Provides overview of what is Knowledge Management, Advantages and inputs on setting up a Knowledge Management System for an organization.

1. Knowledge Management
Overview
By: Rahul Sudame, PMP

2. Agenda
1. Knowledge Management Basics
2. Implementation of KM System
3. Knowledge Management Evaluation
4. Current Industry Scenario
5. Case Study

3. What is Knowledge Management ?
• Knowledge Management is the collection of processes
that govern the creation, dissemination, and utilization of
knowledge.
• KM is applying knowledge of how to create information
that people can use and rely on.
• KM supports creation, achieving & sharing of valued
information, expertise and insight.
• KM is a managerial practice to create economic value by
capitalizing intellectual and informational resources

4. Knowledge Management - Layered
Technology
Knowledge
Management
Content Management
Document Management

5. Knowledge is Different
Intelligence
Knowledge
Information
Data
Human, judgemental
Contextual, tacit
Transfer needs learning
Codifiable, explicit
Easily transferable

6. Knowledge Management - Types
• Explicit: Knowledge represented in documents, books,
email and databases
• Embedded: Organizational knowledge found in business
processes, products and services
• Tacit: Undocumented knowledge that is captured during
business processes by knowledge workers
• Individual: What person knows
• Organizational: Gathered from internal or external
sources

7. Need for Knowledge Management
• Leveraging collective wisdom to increase responsiveness and
innovation.
• Getting the Right Knowledge to the Right People at the Right
Time.
• Enterprise effectiveness is limited by restrictions in the flow of
information.
• Need for a perfect link between knowledge, business strategy,
and information technology.
• Institutionalize knowledge capture, QA and collaboration
across the organization through single, unified channel
• Provide unified view of inter-connected enterprise-wide
knowledge to decision makers at all levels
• Increase intangible assets like know-how, best practices,
brand value, good customer relationship
• Create Knowledge sharing culture

8. Knowledge Components
70 %
10 %
Learning
People
Technology
Process
20 %

9. Knowledge Components
People
–
–
–
–
–
–
–
–
–
–
Attitudes
Sharing
Innovation
Skills
Team work
Motivation
Organization
Vision/Objectives
Communities
Standards

10. Knowledge Components
Process
–
–
–
–
–
–
To simplify sharing, validation, distillation.
KM Maps
Workflows
Integration
Best Practices
Business Intelligence Standards
Technology
–
–
–
–
–
–
Data Stores and Formats
Networks
Internet
Data mining and Analysis
Decision Tools
Automation standards

11. KM Cycle
Collect
Identify
Create
Classify
Knowledge
Repository
Use/Exploit
Access
Organize/
Store
Share/
Disseminate

12. Implementation Strategy
KM Phase
KM Implementation Steps
Identify Organizational Goals
Evaluation &
Strategic
Alignment
Identify Knowledge Assets
Classify Knowledge Items
Define Knowledge Framework
Design the Implementation Team
Infrastructure
Development
& Deployment
Identify the Technology
Develop the System
Evaluate & Measure KM Effectiveness
Change
Management
&
Refinement
Implement Change management
Refine the KM System
Knowledge Management Implementation Strategy

13. Knowledge Users
• Content Contributor: Adds Knowledge Item to Knowledge
Repository
• Content Manager: Controls the flow of information
• Knowledge Harvester: Identify Knowledge gaps and collect the
required knowledge accordingly
• Domain Expert: Technical expert in various Verticals and
Horizontals for resolving the queries related to specific domains
• Chief Knowledge Officer (CKO): Overall in-charge of the KM
initiative. Monitors the KM system, defines the goal of the KM
system, measures the performance of the KM system.

14. Knowledge Management – Steps (1)
1.
Capture the inherent knowledge of the organisation
2.
Identify the sources, authors, knowledge champions and
communities of practice
3.
Identify information gaps
4.
Categorise information types, build taxonomies (eg subject
groupings), and prioritise knowledge (eg business critical,
important, useful)
5.
Set expectations/ objectives for information provision and use (i.e.
market your KM program)

15. Knowledge Management – Steps (2)
6.
Make knowledge available to those who need it and encourage
quality contributions of information
7.
Eliminate multiple creation and duplication of knowledge
collections
8.
Establish maintenance, updating and quality control systems
9.
Develop constant and consistent communication methodologies to
keep people excited and informed
10.
Encourage knowledge sharing and knowledge use

16. Knowledge Repositories
•
•
•
•
•
More contextual information - why, where, how etc.
Pointers to experts/expertise - useful directories
Multimedia - video, sound clips, desk-top conferencing
Author(ity)/expert access - click for conversation
Build Knowledge Communities - discussion groups,
forums
• Add the human interface - people-to-people as well as
people-to-computer

17. Knowledge Centres
•
•
•
•
•
•
•
•
Updated flavour of corporate library
Hubs of knowledge - in and out
Knows sources/experts - internal and external
Catalogues and indexes for efficient retrieval
Maintains and sustains the knowledge bank
One stop shop for multiple needs
Advisory service - knows relevance to business
Librarians and secondees

18. KM and LMS
Transfer Tacit Knowledge
Feedback
Knowledge
Repository
Make decisions
Knowledge
Provider
Knowledge
Seeker
Create explicit
knowledge
Learn explicit
knowledge
Operational data
Organize knowledge
Librarian:
Knowledge
Organizer
Organize learning of
knowledge
Training
Coordinator

19. Technology Framework
Document
Managem
ent
Content
Managem
ent
Create /
Publish
Workflo
w
eCommunities
Publishing
/
Distributio
n
Routing
electronic
conversation
Conversation
Problem
Solving
KM
Tacit
Knowledge
Brainstormin
g
Digital
Whiteboar
d
Distribution
Connectivity
Publishing
Intranet
Decision
Support
System
Shared
Workspac
es
Data mining
Knowledge
discovery
Validation
Data
Warehous
e
Extranet
s
Knowledge Management Technology Framework

20. Technology Framework
• The Collaborative Platform: Communications network services and
hardware
• Groupware Systems: Groupware tools provide a document
repository, remote integration, and collaboration support and shared
workspaces.
• Intranets and Extranets: Provides secure, cost effective and
unrestricted private networks
• Data Warehouse: large repository of data that aggregates data from
over the entire organization and makes it all accessible from a single
source.
• Document Management System: Convert volumes of hard-copy
information from paper to an easier to transform and searchable
electronic format.
• Workflow: Automates the procedures by which documents,
information and tasks are routed among participants based on
predefined rules and process sequences are increasingly integrated
with document management system

21. KM Tools Evaluation
Evaluations of KM Tools
Ability to crawl and
index
Federated Search
Document
Summarization
Cost of ownership
Sharepoint Portal
Server
Microstrategy
IBM Lotus Notes
Plone

22. Current Industry Scenario
1.
2.
3.
4.
Observations
In most of the Organizations:
KM is done in a conventional manner.
Data is scattered at various locations and is
present in different formats.
KMS is linked with Learning Management
System.
Common Tools used for KM activities:
-
Microsoft SharePoint Portal Server
Intranet Portals (e.g. Plone)
Lotus Notes
Project By Net (PBN)

23. Common Storage Mechanism
• Explicit Knowledge Items
a. Central Server (Shared Drives)
b. Project details database
c. Employee details database
d. Customer details database
e. Version Control Systems (VSS, CVS, PVCS, Clearcase etc.)
• Implicit Knowledge Items
a. Exchange Server (Microsoft Outlook/Exchange etc)
b. Emails
c. Common information pool
d. Customer Survey
e. Remedy
f. eRoom
g. CRM
h. LMS

24. Current Industry Scenario
Common practices for storing and sharing the data
a. Communication Emails
b. Central Server
c. Automated Email Systems
d. Case Studies
e. Intranet/Internet based Software

25. KM Best Practices
• Make knowledge management a natural part of the
workflow.
• Provide access to the most relevant knowledge available.
• Obtain the support of key managers from the top down.
• Address the cultural change that knowledge management
implies.
• Recognize and reward the efforts of knowledge
participants.
• Monitor performance and analyze results for continuous
improvement.

26. KM: Lessons Learned
• The reasons of failure of a KM system
– Lack of user buy-in / Management sponsorship
– Projects lead by IT only
– Users change the requirements
– All the concerned users are not consulted
– Service Level Agreement (SLA) is not defined
– No version management
– Inefficient data management
– Data Synthesis is not done at the required level
– Metadata is insufficient
– Unclear link between Data and Indicators
– No data classification and ownership
– No security management

27. Knowledge-Centric
Organization (KCO)
• Organizes virtually around its critical knowledge
needs
• Builds useful and relevant information to fill
those needs.
• Personnel integrate knowledge sharing into their
everyday lives
• Ability to quickly and accurately draw upon
critical lessons learned
• Knowledge workers will be up and running faster
and more effectively

28. Summary
• Organizational knowledge is a key competitive asset in the
Information Age. The recognition of its importance has spawned
great interest in Knowledge Management: the processes, systems and
social structures designed to develop, exploit, maintain, and preserve
organizational knowledge over time.
• Recommendations:
– The Knowledge Items should be clearly defined. The
Organization should first identify all of its explicit and tacit
knowledge items, classify them and should define the security
levels of these knowledge items.
– The Knowledge Management framework should be structured
and should be communicated to all the participants. Each player
should know its role in the overall workflow.
– The Knowledge Creation workflow should be monitored.
– The defined evaluation mechanism should be in place.
– The support groups should also be involved in the KM process.

29. References
• http://www.kmworld.com
• Knowledge Management and Business Model Innovation
by Yogesh Malhotra
• Knowledge Management for the Information Professional
by K. Srikantaiah & M.E.D. Koenig
• http://www.emeraldinsight.com
• http://www.cio.com/research/knowledge/overview.html