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Knowledge Management Presentation

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  • Wow, It is a new learning for me. Knowing to implement in my organization :)
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  • Agree with Maureen's comment. Having knowledge is good, but not knowing how to use it is never gonna help. So, it is essential for business managers to not only invest in a knowledge management tool, but also ensure that the staff is well-trained to use that. A successful implementation of KM helps improve customer service, as explained here. http://www.kochartech.com/blog/2016/11/23/smart-customer-service-with-knowledge-management/
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  • Only knowing is not useful, but applying the knowledge to task is equally important.
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Knowledge Management Presentation

  1. 1. Knowledge Management
  2. 2. What is Knowledge Management (KM) quot;Knowledge Management is the discipline of enabling individuals, teams and entire organizations to collectively and systematically create, share and apply knowledge, to better achieve their objectives.quot; Ron Young, CEO/CKO Knowledge Associates International
  3. 3. Benefits of Knowledge Management • Reduces time-to-market • New products are designed and commercialized more quickly and successfully Resulting In • Increased Revenue • Retained Market Share • Expanding Profit Margins
  4. 4. Benefits of Knowledge Management • Chevron reduced its operating cost structure by more than 2 billion • Texas Instruments generated 1.5 billion in annual increased fabrication capacity • Scandia reduced start-up time for new ventures to seven months • Arthur Andersen (Accenture) has improved their quality of service, helped lower research costs, and shortened delivery time
  5. 5. How Knowledge is Formed Knowledge Information Data
  6. 6. Two Types of Knowledge • Information that is Explicit written down or codified • Information that is Tacit stored inside a person’s mind
  7. 7. Knowledge Acquisition Explicit knowledge is organized or coded Tacit Knowledge is knowledge is shared or created or dissemination elicited Knowledge Acquisition
  8. 8. Types of Tacit Knowledge Procedural Knowledge Declarative Knowledge
  9. 9. Capturing Tacit Knowledge Interviewing Learning by Learning by Experts Being Told Observation Learning Ad Hoc Road Maps from Others Sessions Learning Action E-Learning Histories Learning
  10. 10. Sources of Information Other People E-Mail Groups Discussion Groups Shared Virtual Workspace Interactions Community Yellow Pages Community of Practice (CoP) Groups
  11. 11. Community of Practice Groups “A group of people, along with shared resources and dynamic relationships, who assemble to make use of shared knowledge, in order to enhance learning and create a shared value for the group.” Seufert, von Krogh, and Bach, 1999; Adams and Freeman, 2000
  12. 12. Types of Community of Practice Groups • A work-related function or process such as production, distribution, marketing, sales or customer service • A recurring or nagging problem situated in a process or function • A topic such as technology, knowledge retention or innovation
  13. 13. Community of Practice Groups Contain Member Generated Content Member-to-Member Interaction Events Outreach
  14. 14. Community of Practice Roles Champion Sponsor Knowledge Facilitator Practice Leader Support Center
  15. 15. Knowledge Management Tools Data Mining Content Management Tools GroupWare Blogs Wikis
  16. 16. Accenture (Management Consulting Firm) Case Study
  17. 17. Accenture Knowledge Goals Fostering and sustaining a knowledge sharing culture Improving the time to competency for new hires Enabling and enhancing their sales capabilities Ensuring and improving the ROI for KM Improving margins and delivered quality on client engagements
  18. 18. Knowledge Management Strategy Accenture’s knowledge management “… strategy focuses on [the] central management of knowledge that relies on the codification and re-use of knowledge (70%), but also uses a de-central management of knowledge that relies on networks of individuals and on individual’s experience to solve client problems”.
  19. 19. Knowledge Repository Key Insights Search Quality Topic Pages Collaborated capabilities
  20. 20. Documents Residing Within Knowledge Repository Contributions and Accenture Developed Content Discussion Postings Expert Profiles Topic Pages Learning Assets Methods Assets Portal Content Externally Purchased Content Other External Content
  21. 21. Accenture User Request Model
  22. 22. Process Life Cycle / Framework Environment Acquire Conductive to Knowledge Sharing Use to Achieve Create Organizational Goals Share Synthesize

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