Knowledge Management Taming the Intangible Jack Eapen C [email_address]
<ul><li>Wizards lived in the Ivory Tower, and knew many things </li></ul><ul><li>Serfs, farmers, had problems with their f...
<ul><li>Serfs’ farming was still unsuccessful although Wizards claimed that they told what they knew.  </li></ul><ul><li>B...
<ul><li>Used their own technical language (techknowspeak), while most Serfs understand only plain language.  </li></ul><ul...
<ul><li>Did not share knowledge among themselves </li></ul><ul><li>Did not understand jargons used by Wizards </li></ul><u...
<ul><li>King got troubadours and knowms to solve problems.  </li></ul><ul><li>Knowms’ background  </li></ul><ul><ul><ul><u...
<ul><li>Knowms talked with Wizards and took notes on method of transferring knowledge, Serfs’ problems, knowledge required...
<ul><li>Troubadours travelled around, and knew a lot about Serfs and environment outside </li></ul><ul><li>Composed songs ...
<ul><li>More time for Wizards to do something else, instead of re-telling the same information (time saving)  </li></ul><u...
<ul><li>After the harvest season had ended, the knowms called a meeting with all the key people involved in  the improveme...
<ul><li>One day, a prince from another kingdom came to visit the king.  While they were talking, the prince said to the ki...
Can You Relate Yourself  to this situation? Source: “ The Ivory Tower – a Knowledge Management Fable” by  Keith De La Rue
Do you face any of these problems?
Rule of this Room If you are afraid of change… …Don’t afraid to walk out
<ul><li>KM Definitions </li></ul><ul><li>What is knowledge </li></ul><ul><li>KM Myths </li></ul><ul><li>SECI Model </li></...
Definitions… Knowledge Management (KM).  A conscious strategy to leverage the knowledge assets of an organization  to help...
Definitions… <ul><li>A managed system for ensuring that </li></ul><ul><ul><li>The right knowledge </li></ul></ul><ul><ul><...
<ul><li>KM Thoughts </li></ul><ul><li>“ If Hewlett Packard knew what Hewlett Packard knows, we would be three times more p...
What is Knowledge? Source:  R. Ackoff’s “Pyramid to Wisdom” (1989, 1996) Data Information Knowledge Wisdom Raw / hard fact...
The DIKW continuum
Types of Knowledge <ul><li>Explicit Knowledge   </li></ul><ul><li>Knowledge that is written down – and thus, easily record...
KM Advantages <ul><li>In today’s knowledge economy “knowledge is the biggest capital” </li></ul><ul><li>Knowledge is linke...
<ul><li>KM Thoughts </li></ul><ul><li>“ In the end, learning faster than our competitors is the only sustainable competiti...
Knowledge Management Myths <ul><li>Knowledge can be managed </li></ul><ul><ul><li>Don’t manage, facilitate </li></ul></ul>...
<ul><li>KM Thoughts </li></ul><ul><li>“ You can’t manage knowledge – nobody can. What you can do is to manage the environm...
KM Enablers
Knowledge Management involves processes for  <ul><ul><li>Knowledge acquisition </li></ul></ul><ul><ul><li>Knowledge creati...
Knowledge Sharing Source: http://www.slideshare.net/nickmilton/introduction-to-knowledge-management Connecting Collecting
<ul><li>KM Thoughts </li></ul><ul><li>“ Sharing knowledge occurs when people are genuinely interested in helping one anoth...
<ul><li>Unclear concept/ vision  </li></ul><ul><li>“ Knowledge is power “ mentality </li></ul><ul><li>Lack of knowledge sh...
<ul><li>KM Thoughts </li></ul><ul><li>Our approach to KM is far more than stick or carrot. We say, &quot;Knowledge Sharing...
SECI Model
<ul><li>Socialisation  </li></ul><ul><ul><li>Tacit-to-Tacit  </li></ul></ul><ul><li>Knowms observed how some skilful Serfs...
<ul><li>Combination  </li></ul><ul><ul><li>Explicit-to-Explicit  </li></ul></ul><ul><li>Composing songs from the available...
KM Tools Wiki RSS File Sharing
KM Portal Wiki RSS File Sharing
KM Methods <ul><li>After action reviews </li></ul><ul><li>Storytelling </li></ul><ul><li>Lessons Learned </li></ul><ul><li...
[email_address] Sunyee's life revolve around learning... ... because Sunyee is a knowledge worker
Knowledge Management processes at SunTec  <ul><li>eLearning portal </li></ul><ul><ul><li>SunGuru </li></ul></ul><ul><li>Kn...
Roadmap to KM in an Organization <ul><li>Realize the “knowledge factor” </li></ul><ul><li>Knowledge Audit  </li></ul><ul><...
<ul><li>Imagination  </li></ul><ul><li>Is more important than </li></ul><ul><li>knowledge </li></ul>
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Knowledge Management-Taming the Intangible

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A basic account of Knowledge Management.

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  • Very important to share and pass on knowledge particularly when a lot of organsations keep changing staff. Coninuity of good practice is lost as is a good working culture. I really liked this presentation.
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  • Hello Jack, I liked very much your presentation and the 'knowledge circuit' on slide 28 in particular. The show becomes progressively more interesting as the reader goes on reading. I would suggest for next time to bring forward some visual slides and less textual ones to increase the appetite of your readers
    Somehow, your excellent presentation reminded me of one of my ss presentation entitled 'social network analysis of intangibles'.
    I am going to tweet this presentation now for it deserves attention
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  • Jack -

    Glad you enjoyed the story. Let me know any time you would like to have a chat about it. Just thought you may like to add a link to the original story - it’s on my blog at http://delarue.net/blog/docs/#ivorytower.

    - Keith De La Rue
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  • Knowledge Management-Taming the Intangible

    1. 1. Knowledge Management Taming the Intangible Jack Eapen C [email_address]
    2. 2. <ul><li>Wizards lived in the Ivory Tower, and knew many things </li></ul><ul><li>Serfs, farmers, had problems with their farms </li></ul><ul><li>King asked Wizards to help </li></ul>In the beginning... Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    3. 3. <ul><li>Serfs’ farming was still unsuccessful although Wizards claimed that they told what they knew. </li></ul><ul><li>Both Serfs and Wizards blamed each other. </li></ul><ul><ul><ul><li>Serfs said Wizards did not really help. What Wizards told were useless. </li></ul></ul></ul><ul><ul><ul><li>Wizards said Serfs understood something so hard that Serfs had to come back to see them again and again. They then could not do their work, while Serfs did not actually apply all knowledge from them for farming. </li></ul></ul></ul>Problems Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    4. 4. <ul><li>Used their own technical language (techknowspeak), while most Serfs understand only plain language. </li></ul><ul><li>Understood that only their techknowspeak could communicate their knowledge well and completely. </li></ul><ul><li>Not concerned of Serfs’ environment, culture, and communication style while giving out knowledge </li></ul>Problems with Wizards Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    5. 5. <ul><li>Did not share knowledge among themselves </li></ul><ul><li>Did not understand jargons used by Wizards </li></ul><ul><li>Hence, did not take any action </li></ul>Problems with Serfs Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    6. 6. <ul><li>King got troubadours and knowms to solve problems. </li></ul><ul><li>Knowms’ background </li></ul><ul><ul><ul><ul><ul><li>Understand techknowspeak </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Familiar with serfs’ environment </li></ul></ul></ul></ul></ul>Solutions Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    7. 7. <ul><li>Knowms talked with Wizards and took notes on method of transferring knowledge, Serfs’ problems, knowledge required by Serfs </li></ul><ul><li>Knowms talked with different groups of Serfs about their problems and knowledge they needed. </li></ul><ul><li>Knowms observed how some skilful Serfs did farming. </li></ul><ul><li>Knowms noted down what they had observed from serfs </li></ul><ul><li>Some successful Serfs, who could do the farming well, told other Serfs how to farm </li></ul><ul><li>Categorised knowledge into groups according to Serfs’ requirements </li></ul><ul><li>Used templates for different types of knowledge needed to be collected for each specific group of Serfs (acts as a filter) </li></ul>What Knowms Did? Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    8. 8. <ul><li>Troubadours travelled around, and knew a lot about Serfs and environment outside </li></ul><ul><li>Composed songs from the available knowledge. </li></ul><ul><li>Travelled around and sang songs </li></ul>What Troubadours Did? Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    9. 9. <ul><li>More time for Wizards to do something else, instead of re-telling the same information (time saving) </li></ul><ul><li>Wizards may even spend the available time to create more knowledge. </li></ul><ul><li>Serfs now have easy access to systemized knowledge which helped them in producing better crops </li></ul><ul><li>Finally, country became prosperous </li></ul>Benefits Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    10. 10. <ul><li>After the harvest season had ended, the knowms called a meeting with all the key people involved in the improvement of the farms </li></ul><ul><li>From the serfs and town leaders in the areas that had done well, knowms asked about what had been most helpful </li></ul><ul><li>Where the farms had not done so well, knowms asked serfs and town leaders about why they thought things had not improved. </li></ul><ul><li>They put all their results together, and worked with a few of the wizards and serfs to work out where things could be done better. They carefully drew up a plan to use for the next year. </li></ul><ul><li>They went to the king, and showed him all the results and their plans for the future. </li></ul><ul><li>The king was very pleased, and called a feast for all those who had done so much to make the kingdom prosperous again. </li></ul>In the end... Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    11. 11. <ul><li>One day, a prince from another kingdom came to visit the king. While they were talking, the prince said to the king that his kingdom had fallen on hard times. </li></ul><ul><li>The wise king called the chief knowm, and asked him if his team would be able to help. </li></ul><ul><li>The knowm explained to the prince that the method they had used to improve the farms could be used to improve the weavers’ work as well. </li></ul><ul><li>The prince wanted to know more about how the program worked, so the knowm called on one of the troubadours, who had written a song about the improvement of the farms. </li></ul><ul><li>The knowm said that he would need the help of the wizards in the prince’s kingdom, and that they would need to appoint their own knowms to arrange for everything. </li></ul>After the end... Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    12. 12. Can You Relate Yourself to this situation? Source: “ The Ivory Tower – a Knowledge Management Fable” by Keith De La Rue
    13. 13. Do you face any of these problems?
    14. 14. Rule of this Room If you are afraid of change… …Don’t afraid to walk out
    15. 15. <ul><li>KM Definitions </li></ul><ul><li>What is knowledge </li></ul><ul><li>KM Myths </li></ul><ul><li>SECI Model </li></ul><ul><li>KM Tools </li></ul><ul><li>KM Methods </li></ul><ul><li>A Real World Example </li></ul><ul><li>Roadmap to KM in an organization </li></ul>Agenda
    16. 16. Definitions… Knowledge Management (KM). A conscious strategy to leverage the knowledge assets of an organization to help achieve the business results.
    17. 17. Definitions… <ul><li>A managed system for ensuring that </li></ul><ul><ul><li>The right knowledge </li></ul></ul><ul><ul><li>Reaches the right people </li></ul></ul><ul><ul><li>At the right time </li></ul></ul><ul><ul><li>To help them make the right decisions </li></ul></ul>
    18. 18. <ul><li>KM Thoughts </li></ul><ul><li>“ If Hewlett Packard knew what Hewlett Packard knows, we would be three times more profitable.” </li></ul><ul><li>-Lew Platt, CEO of HP </li></ul>
    19. 19. What is Knowledge? Source: R. Ackoff’s “Pyramid to Wisdom” (1989, 1996) Data Information Knowledge Wisdom Raw / hard facts Collection of related data with context and perspective Organized information that provides guidance or initiates action Understanding that permits knowledge to be used
    20. 20. The DIKW continuum
    21. 21. Types of Knowledge <ul><li>Explicit Knowledge </li></ul><ul><li>Knowledge that is written down – and thus, easily recorded, shared, tracked, and measured, as well as edited or improved by others. </li></ul>Tacit Knowledge Knowledge in your head. What you know but cannot easily share that lets you do a better job.
    22. 22. KM Advantages <ul><li>In today’s knowledge economy “knowledge is the biggest capital” </li></ul><ul><li>Knowledge is linked to performance </li></ul><ul><li>KM helps innovation </li></ul><ul><li>Take advantage of what others already know </li></ul><ul><li>Avoid past mistakes </li></ul><ul><li>Avoid redundant work </li></ul><ul><li>Retain organizational knowledge </li></ul>
    23. 23. <ul><li>KM Thoughts </li></ul><ul><li>“ In the end, learning faster than our competitors is the only sustainable competitive advantage” </li></ul><ul><li>-Arie de Geus – Shell </li></ul>
    24. 24. Knowledge Management Myths <ul><li>Knowledge can be managed </li></ul><ul><ul><li>Don’t manage, facilitate </li></ul></ul><ul><li>KM implementation is the goal </li></ul><ul><ul><li>KM is an enabler to achieve bigger goals </li></ul></ul><ul><li>KM means implementing a software </li></ul><ul><ul><li>Technology is only an enabler </li></ul></ul><ul><li>KM needs changing culture </li></ul><ul><ul><li>Can’t change culture, influence it </li></ul></ul>
    25. 25. <ul><li>KM Thoughts </li></ul><ul><li>“ You can’t manage knowledge – nobody can. What you can do is to manage the environment in which knowledge can be created, discovered, captured, shared, distilled, validated, transferred, adopted, adapted and applied.” </li></ul><ul><li>Chris Collison and Geoff Parcell, </li></ul><ul><li>Learning to Fly: Practical Knowledge Management from Leading and Learning Organizations ” </li></ul>
    26. 26. KM Enablers
    27. 27. Knowledge Management involves processes for <ul><ul><li>Knowledge acquisition </li></ul></ul><ul><ul><li>Knowledge creation </li></ul></ul><ul><ul><li>Knowledge storage </li></ul></ul><ul><ul><li>Knowledge sharing </li></ul></ul><ul><ul><li>Knowledge application </li></ul></ul>
    28. 28. Knowledge Sharing Source: http://www.slideshare.net/nickmilton/introduction-to-knowledge-management Connecting Collecting
    29. 29. <ul><li>KM Thoughts </li></ul><ul><li>“ Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes. </li></ul><ul><li>A demand for knowledge will stimulate a supply, but not vice versa” </li></ul>
    30. 30. <ul><li>Unclear concept/ vision </li></ul><ul><li>“ Knowledge is power “ mentality </li></ul><ul><li>Lack of knowledge sharing processes </li></ul><ul><li>No time allowed </li></ul><ul><li>No knowledge sharing by executives </li></ul><ul><li>Managers do not walk the talk </li></ul><ul><li>Ineffective channels of knowledge distribution </li></ul><ul><li>Lack of knowledge filters </li></ul><ul><li>Lack of encouragement </li></ul><ul><li>Bureaucracy </li></ul>Barriers to KM
    31. 31. <ul><li>KM Thoughts </li></ul><ul><li>Our approach to KM is far more than stick or carrot. We say, &quot;Knowledge Sharing is your job. Do it! As a reward you may keep your job ” </li></ul><ul><li>-Bob Buckman </li></ul>
    32. 32. SECI Model
    33. 33. <ul><li>Socialisation </li></ul><ul><ul><li>Tacit-to-Tacit </li></ul></ul><ul><li>Knowms observed how some skilful Serfs did farming. </li></ul><ul><li>Troubadours travelled around, and knew a lot about Serfs and environment outside (can be by observing as well). </li></ul><ul><li>Externalisation </li></ul><ul><li>Tacit-to-Explicit </li></ul><ul><li>Knowms noted down what they had observed from serfs </li></ul><ul><li>Some successful Serfs, who could do the farming well, told other Serfs how to farm </li></ul>SE..
    34. 34. <ul><li>Combination </li></ul><ul><ul><li>Explicit-to-Explicit </li></ul></ul><ul><li>Composing songs from the available knowledge. </li></ul><ul><li>Having discussions among Knowms and Wizards for additional knowledge </li></ul><ul><li>Knowms noted down knowledge told by Wizards. </li></ul><ul><li>Internalisation </li></ul><ul><ul><li>Explicit-to-Tacit </li></ul></ul><ul><li>Hearing the songs and the could applying them to farming. </li></ul><ul><li>Troubadours travelled around and sang songs </li></ul>CI..
    35. 35. KM Tools Wiki RSS File Sharing
    36. 36. KM Portal Wiki RSS File Sharing
    37. 37. KM Methods <ul><li>After action reviews </li></ul><ul><li>Storytelling </li></ul><ul><li>Lessons Learned </li></ul><ul><li>Best Practices </li></ul><ul><li>Communities of Practice (CoP) </li></ul>
    38. 38. [email_address] Sunyee's life revolve around learning... ... because Sunyee is a knowledge worker
    39. 39. Knowledge Management processes at SunTec <ul><li>eLearning portal </li></ul><ul><ul><li>SunGuru </li></ul></ul><ul><li>Knowledge collaboration </li></ul><ul><ul><li>SunWiki </li></ul></ul><ul><li>Knowledge repositories </li></ul><ul><ul><li>SunDocs </li></ul></ul><ul><li>Knowledge Sharing Events </li></ul><ul><ul><li>Product Watch, Project Watch </li></ul></ul><ul><li>Knowledge Evaluation </li></ul><ul><ul><li>Certification, Monthly online exams </li></ul></ul><ul><li>Knowledge Transfer </li></ul><ul><ul><li>Mentoring, presentations, Audit meetings </li></ul></ul>
    40. 40. Roadmap to KM in an Organization <ul><li>Realize the “knowledge factor” </li></ul><ul><li>Knowledge Audit </li></ul><ul><li>Form a team </li></ul><ul><li>Devise a KM strategy </li></ul><ul><li>Communicate well </li></ul><ul><li>Institutionalize effective processes </li></ul><ul><li>Implement supporting IT systems </li></ul><ul><li>Re-look and re-do </li></ul>
    41. 41. <ul><li>Imagination </li></ul><ul><li>Is more important than </li></ul><ul><li>knowledge </li></ul>
    42. 42. Thank You

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