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Knowledge management (KM) tools

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seminar within a research school for young researchers “Innovations in Knowledge Management Practices” supported by Russian Science Foundation, 10-11 October 2016, Graduate School of Management St. Petersburg State University
http://gsom.spbu.ru/en/all_news/event2016_10_18/

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Knowledge management (KM) tools

  1. 1. Knowledge management (KM) tools Dmitry Kudryavtsev
  2. 2. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 School structure & current talk 2 Kudryavtsev Autumn School “Innovations in KM Practices” is held as part of the project “Innovations in Company Knowledge Management: Typology, Methodology and Recommendations (INNOVARRA)” conducted with financial support from Russian Science Foundation grant (project No. 15-18-30048).
  3. 3. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 3 http://www.gsom.spbu.ru/en/gsom/faculty/fulltime/kudryavcev/
  4. 4. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Textbooks 1. Knowledge engineering. Models and methods. Lan', Saint-Petersburg. 2016. 324 p. (with Gavrilova T.A., Muromtsev D.I.) (in Russian) 2. Business engineering technologies. Textbook. Saint-Petersburg: Publishing house of the Politechnic University. 2014. P. 427. (with Arzumanyan M., Grigoriev L.) (in Russian) 3. Knowledge management systems and ontology application. Textbook. Saint-Petersburg: Publishing house of the Politechnic University. 2010. P. 343. (in Russian) 5
  5. 5. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Agenda 1. Knowledge management (KM) tools 2. Selection of KM tools 3. IT infrastructure for KM 4. Knowledge management system examples 6
  6. 6. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge Base K- Models Company Employees K-sources Knowledge Process Codification KM school Gavrilova 2016
  7. 7. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge Life Cycle Capture Sharing CodificationDistribution Analysis
  8. 8. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Overview of KM methods and tools 9 Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt" In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.
  9. 9. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Important comments • Many tools can be associated to different stages of knowledge life cycle; the most prominent associations was used for the classification; • List of tools is incomplete and open for additions, but includes popular and often-mentioned examples; • Tools are of various nature, IT and non-IT tools are not differentiated, since everything is becoming digital. 10
  10. 10. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 KM tools, Sources 12
  11. 11. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 KM tools, Sources 13
  12. 12. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge capture tools & methods • Brainstorming • Survey • Idea capture and management • Crowdsourcing • Content analysis • Interview • After Action Review • Debriefing • Lessons Learned • Text mining • Data mining 14
  13. 13. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Brainstorming 15 https://dschool.stanford.edu/groups/k12/wiki/196f3/Brainstorming_Rules.html
  14. 14. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Idea capture and management: Idea life cycle and communities 16 Westerski, A., Iglesias, C. A., Nagle, T. (2011)
  15. 15. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Idea capture and management: Idea life cycle data evolution 17 Westerski, A., Iglesias, C. A., & Nagle, T. (2011). The road from community ideas to organisational innovation: a life cycle survey of idea management systems. International Journal of Web Based Communities, 7(4), 493-506.
  16. 16. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge codification tools & methods Tools • Library or memory (of lessons learned, projects etc) • Best practices (guidelines, instructions etc) • Taxonomy / Ontology • Wikis Methods • Knowledge structuring methods (incl. visual, matrix) • Knowledge representation methods (frames, rules etc) • Knowledge reuse methods • Mathematical models & methods 18
  17. 17. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge codification: Organizational memory 19 Abecker A., Bernardi A., Hinkelmann K., Kuhn O., Sintek M. Toward a Technology for Organizational Memories IEEE Intelligent Systems. – 1998. – № 3, 40-48.
  18. 18. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge codification: Knowledge description in lessons-learned archives 20 Abecker A., Bernardi A., Hinkelmann K., Kuhn O., Sintek M. Toward a Technology for Organizational Memories IEEE Intelligent Systems. – 1998. – № 3, 40-48.
  19. 19. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge codification: Best practices 21 http://bsc.harvard.edu/writing http://bsc.harvard.edu/files/twenty_tips_for_senior_thesis_writers_revised_august_2012.pdf
  20. 20. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Ontology-based (semantic) repository 22 http://ontotext.com/semantic-solutions/dynamic-semantic-publishing-platform/
  21. 21. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge reuse methods & Techniques Four techniques frequently used in knowledge reuse: • Module based techniques: a module is a self-contained component of a solution with defined interfaces hiding the actual implementation. The module has to be used “as is”, i.e., without changing it, and often will be composed together other modules to a solution. • Reference Architecture based techniques: architectures in general identify the main building blocks of a system with their interfaces and dependencies. Reference architectures are architectures reflecting the common building blocks for a defined domain which were agreed on by the stakeholders in that domain. Reference architecture can be considered as technique for knowledge reuse “in the large”. • Template based techniques: a template is a gauge to be used as a guide in making something accurately for a defined purpose. A template defines the structure but not the content; usually no behavioral aspects included. • Pattern based techniques: a pattern provides solution principles (and how to implement them) for a recurring problem in a specific context by abstracting from actual application. A pattern exposes the core elements of the solution (structure and behavior) and consequences of using it. A pattern cannot be used as it is (unlike a module) but always has to be adapted for the purpose at hand. 23 Sandkuhl, K. (2015). Knowledge Reuse: Survey of Existing Techniques and Classification Approach. In Business Intelligence (pp. 126-148). Springer International Publishing.
  22. 22. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge distribution • Advanced Search Tools • Proactive knowledge delivery (alerts, recommenders) • Knowledge package • Infographics • Courses • etc 24
  23. 23. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Advanced search tools 25 Scopus, search results & filtering
  24. 24. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge sharing • Peer Assist • Knowledge Café • Social Network Services • Expertise Locator / People finder / Who's Who • Communities of Practice • Collaborative work/projects • Mentoring • Storytelling • Job/people rotation • etc 26
  25. 25. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Communities of Practice 27 Retrieved October 7, 2016 from http://www.orthopaedicsone.com/display/Main/Community+of+Practice
  26. 26. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Example: Inter-university Academic Center of Competence on Enterprise Architecture «EA Lab» 28 http://ealab.org/ http://www.slideshare.net/dmitryku/interuniversity-academic-center-of-competence-on-enterprise-architecture-ea-lab
  27. 27. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge analysis and evaluation • Knowledge map • Maturity assessment models • Knowledge process charts • etc 29
  28. 28. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Maturity: Example - Capability Maturity Model (CMM) 30 process management includes deliberate process optimization/improvement. the starting point for use of a new or undocumented repeat process. the process is at least documented sufficiently such that repeating the same steps may be attempted. the process is defined/confirmed as a standard business process. the process is quantitatively managed in accordance with agreed-upon metrics. The model is based on the process maturity framework. The term "maturity" relates to the degree of formality and optimization of processes Watts S. Humphrey Managing the Software Process. Addison-Wesley, 1989.
  29. 29. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Maturity model for KM (fragment) 31 A Model of Organizational Knowledge Management Maturity based on People, Process, and Technology L.G. Pee, A. Kankanhalli, 2009
  30. 30. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 32 “Social business and new media technologies are becoming the new normal. BUT this does not mean that firms are abandoning tried-and-true KM approaches like lessons learned and communities of practice.” APQC
  31. 31. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge typology KM methods and tools Knowledge domains Domain-specific KM methods and tools Triad Idea Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt" In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.
  32. 32. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Domain-specific KM methods and tools Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt" In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.
  33. 33. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Domain-specific KM methods and tools 35 Domain Methods and tools Sources Customer KM Marketing research, sentiment analysis, design thinking tools etc. (Gibbert et al, 2002; Paquette, 2005) Nuclear KM Probabilistic safety analysis/Probabilistic risk assessment models (PSA/PRA models), three- dimensional computer aided drafting and design (3-D CADD), equipment reliability models (IAEA, 2011) etc. (IAEA, 2006; IAEA, 2011; IAEA, 2012) Knowledge about organization Enterprise architecture management tools and methods Product knowledge Product lifecycle management tools and methods Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt" In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.
  34. 34. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Domain-specific KM methods and tools Domains Publications by object of knowledge Technology knowledge Ferdows K. Transfer of Changing Production Know-How //Production and Operations Management. – 2006. – Т. 15. – №. 1. – С. 1-9. Customer knowledge Gibbert, M., Leibold, M., & Probst, G. Five styles of customer knowledge management, and how smart companies use them to create value // European Management Journal, 2002. 20(5). С. 459- 469. Paquette, S. Customer Knowledge Management, in: The Encyclopedia of Knowledge Management, D. Schwartz (ed.), Idea Group, 2005, С. 90-96. … … by Industry Nuclear energy Knowledge Management for Nuclear Industry Operating Organizations, IAEA-TECDOC-1510, 2006; Comparative Analysis of Methods and Tools for Nuclear Knowledge Preservation, IAEA Nuclear Energy Series No. NG-T-6.7, 2011; Knowledge Management for Nuclear Research and Development Organizations, IAEA-TECDOC-1675, 2012. Software engineering Ntioudis S. et al. D1: Report describing state-of-the art KM in Software Engineering. in: “Tightening knowledge sharing in distributed software communities by applying semantic technologies” project. 2006. Bjørnson F. O., Dingsøyr T. Knowledge management in software engineering: A systematic review of studied concepts, findings and research methods used //Information and Software Technology. – 2008. – Т. 50. – №. 11. – С. 1055-1068. … … 36
  35. 35. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Nikita Plyasunov. Master Thesis (Supervisor: Dmitry Kudryavtsev) 37 Knowledge FROM customer
  36. 36. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 38 Instruments and methods of capturing knowledge FROM customers Nikita Plyasunov. Master Thesis (Supervisor: Dmitry Kudryavtsev)
  37. 37. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Selection of KM tools (KM strategy) 40 What are the most relevant tools - for our company (department) - in a current situation?
  38. 38. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Factors for selection of KM tools 41 Factors Possible values Knowledge process task Knowledge capture; Knowledge codification; Knowledge sharing; Knowledge distribution; Knowledge analysis & evaluation Company’s strategy Operation excellence; Innovation and product leadership; Customer intimacy; Business growth and extension Knowledge domain Customer knowledge; Knowledge of company’s products/services; Process knowledge; Knowledge of the company and business organization Knowledge-related goals Reduced time for required information search; Keeping critical knowledge; Improved knowledge exchange; Transmission of advances experience/practices; Application of accumulated knowledge, etc. KM maturity level Depends on the chosen model Functional areas Production, Procurement, Sales, Finances, Human resources management Knowledge types and properties Explicit knowledge; Implicit knowledge; Modality (texts, drawings, tables, diagrams, formulas); Uncertainty, Complexity, Ambiguity, Equivocality Quantitative benefits Increase in revenues, costs reduction Duration of implementation Natural number Implementation costs Natural number Company size Natural number Influence degree Team; Department; Enterprise
  39. 39. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Company’s strategy - KM tools 42 Barnes S., Milton N. Designing a Successful KM Strategy - A Guide for the Knowledge Management Professional. Information Today Incorporated. 2014.
  40. 40. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge-related goals – KM tools 43 Source: Molten
  41. 41. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge types & domains - KM methods and tools 44 Independent variable Dependent variable Influence contextual factors Source / Justification (article, expert opinion) Typology: Knowledge aspect Methods & tools: Knowledge mapping methods Kudryavtsev D., Gavrilova T., Leshcheva I. One approach to the classification of business knowledge diagrams: practical view // IEEE 2013 Federated Conference on Computer Science and Information Systems (FedCSIS), Krakow, September 8-11, 2013. P. 1259-1265. Typology: Uncertainty level Complexity level Ambiguity level Equivocality level Methods & tools: IT tools Zack M. H. The role of decision support systems in an indeterminate world //Decision Support Systems. – 2007. – Т. 43. – №. 4. – С. 1664-1674. Typology: Category Methods & tools: Knowledge formalization methods Typology: Level, Structure, Automation, Modality, Generality De Jong, T., & Ferguson-Hessler, M. G. (1996). Types and qualities of knowledge. Educational psychologist, 31(2), 105-113. Domain: Stages of design process Typology: Modality Methods & tools: Knowledge formalization methods Chandrasegaran, S. K., Ramani, K., Sriram, R. D., Horváth, I., Bernard, A., Harik, R. F., & Gao, W. (2013). The evolution, challenges, and future of knowledge representation in product design systems. Computer- aided design, 45(2), 204-228. … … … … Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt" In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.
  42. 42. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 IT infrastructure for KM: Typical components of knowledge portal 45 Knowledge portal Advanced search Content Documents Video Wiki Blogs Communities of practice ForumsIdea capture and management Taxonomy Social services, online communication Integrationmodules unknown author
  43. 43. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Architecture of enterprise knowledge Infrastructure 46 Maier R., Hädrich T., Peinl R., Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.
  44. 44. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 KM service infrastructure, concept 47 R. Maier, T. Hädrich, R. Peinl, Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.
  45. 45. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 KM service infrastructure, example 48 R. Maier, T. Hädrich, R. Peinl, Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.
  46. 46. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 IT tools for KM 49 Kudryavtsev D., Gavrilova T. Intelligent Service-Oriented Enterprise Architecting for Knowledge Portals Design: Fusion of Approaches. Proceedings of the 18th FRUCT & ISPIT Conference, 18-22 April 2016, Technopark of ITMO University, Saint-Petersburg, Russia. pp. 528-533.
  47. 47. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Light-weight IT services for KM 50 File hosting service For storing and sharing content Social network For communities, expert search, news Video hosting service For storing and sharing video Instant messaging, Voice over IP For coordination and communication Email & mailing lists For coordination and communication Shared documents & workspace For collaboration
  48. 48. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Example of usage of IT tools for KM Inter-university Academic Center of Competence on Enterprise Architecture http://ealab.org/ File hosting service For storing and sharing content Social network For communities, expert search, news Video hosting service For storing and sharing video Instant messaging, Voice over IP For coordination and communication Email & mailing lists For coordination and communication Shared documents & workspace For collaboration + Webinar service For knowledge transfer and preservation
  49. 49. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge management system examples: ТНК BP (a part of Rosneft now)
  50. 50. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge Management in Schlumberger 54
  51. 51. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge management system examples: Rosatom
  52. 52. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge management system examples: Gazprom Neft
  53. 53. KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 Knowledge management system examples: Yandex • Желтые страницы • Wiki • Списки рассылки • Багтрекер • Общая система контроля версий • Социальная сеть (этушка) • Планировщик • Библиотека • Внутренний журнал • Внутренние и внешние семинары (а также ШАД, ШРИ, ШМЯ) • Тренинги для сотрудников
  54. 54. 58 THANK YOU Questions? Kudryavtsev Dmitry Vyacheslavovich d.v.kudryavtsev@gsom.pu.ru http://www.gsom.spbu.ru/en/gsom/faculty/fulltime/kudryavcev/ https://www.linkedin.com/in/dmitry-kudryavtsev-325a7b5 https://twitter.com/kudryavtsev_d

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