Knowledge is created through teamwork as teams compare experiences to outcomes, translating experiences into knowledge. Knowledge is then transferred to other teams via codification and reuse. Nonaka's model of knowledge conversion includes tacit to tacit knowledge through socialization like team meetings, tacit to explicit through externalization via team dialogs, explicit to tacit through internalization by learning from reports, and explicit to explicit through combination like emailing reports. A knowledge architecture includes people as the core, a technical core layer with user interfaces, applications, transport and physical repositories, and a content layer identifying knowledge centers in areas like marketing, HR, R&D and more.

1. KNOWLEDGE CREATION AND KNOWLEDGE ARCHITECTURE

3. Knowledge Transfer Via Teams Team performs a job Knowledge captured and codified in a form usable by others New experience/ knowledge gained Outcome compared to action Outcome is realized Initial knowledge New knowledge reusable by same team on next job

5. Impediments to knowledge sharing Vocational reinforcers Attitude Personality Company strategies and policies Organizational culture Knowledge sharing Work Norms Compensation Recognition Ability utilization Creativity Good work environment Autonomy Job security Moral values Advancement Variety Achievement Independence Social status

7. Nonaka’s Model TACIT TO TACIT (SOCIALIZATION) E.G., TEAM MEETINGS AND DISCUSSIONS TACIT TO EXPLICIT (EXTERNALIZATION) E.G., DIALOG WITHIN TEAM ANSWER QUESTIONS EXPLICIT TO TACIT (INTERNALIZATION) E.G., LEARN FROM A REPORT EXPLICIT TO EXPLICIT ( COMBINATION) E.G., E-MAIL A REPORT

9. Technical Layer of the KM System User Interface (Web browser software installed on each user’s PC) Authorized access control (e.g., security, passwords, firewalls, authentication) Collaborative intelligence and filtering (intelligent agents, network mining, customization, personalization) Knowledge-enabling applications ( customized applications, skills directories, videoconferencing, decision support systems, group decision support systems tools) Transport (e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow ) Middleware (specialized software for network management, security, etc.) The Physical Layer (repositories, cables) . . . . . Databases Data warehousing (data cleansing, data mining) Groupware (document exchange, collaboration) Legacy applications (e.g., payroll) 1 2 3 4 5 6 7

10. Identifying Knowledge Content Centers Marketing Human Resources Customer Service Sales . Strategies . Tools . R & D . Advertising . Complaint rate . Satisfaction information . Job openings . Benefits . Competition data . Sales volume . Leader sales information

23. KNOWLEDGE CREATION AND KNOWLEDGE ARCHITECTURE CHAPTER 4