מצגת הסוקרת נקודות מרכזיות בתחום ניהול הידע כיום. למה מתכוונים כשאומרים ניהול ידע? מה זה ידע? מה נופל תחת הכותרת של ניהול ידע? מהם סוגי הידע? היכן נמצא המידע? כיצד מתמודדים עם הצפת מידע? כיצד האינטרנט מסייע בתהליך? מהם המכשולים בדרך? למה לשתף בידע? התשתית הנדרשת, תרבות ארגונית, תפקיד מנהל הידע, וכלים לבחירת טכנולוגיה. המצגת באנגלית מאת שמעון ברק מנהל ידע באמדוקס הוצגה בקורס ניהול ידע.

1. Knowledge ManagementKnowledge Management
Israeli Chamber of Information Systems Analysts
December 5th
, 2001
Shimon Barak

2. AgendaAgenda
Knowledge Management – What it is?
What it is not?
Some issues in implementing KM
Enterprise Portal
Communities
Tools
...

3. When you say KM, you mean:When you say KM, you mean:
 Knowledge Management?
– Remember: it is about knowledge but about management also
 Information Management?
– Information before Knowledge
 Document Management?
– To begin with
 A big repository of everything with a search engine on
top of it?
- Will you get the result you wanted?
 A Web site with links (Portal or not)?
– Let be organized

4. What is Knowledge
We have a knowledge about a subject when we
know the subject ourselves or we know where we can
find information about it.
Knowledge is about connecting people that need
information to people that have this information

5. KM involves:KM involves:
Collaboration
Processes
Incentives
Change Mngt
Culture
Best Practices
Communities
Portal
Search
Taxonomy
Knowledge Management
...... ......
Content Mngt

6. Do we know
what we know?
“If only we knew what we know, we would be
three time as profitable.” HP CEO Lew
Platt

7. KnowledgeKnowledge
Explicit / TacitExplicit / Tacit
KnowledgeKnowledgeKnowledgeKnowledge
Explicit = 10%Explicit = 10% Tacit = 90%Tacit = 90%
Tacit knowledge
is the unspoken
expertise of individuals
and teams (courses,
experience, ideas….)
Tacit knowledge
is the unspoken
expertise of individuals
and teams (courses,
experience, ideas….)
Explicit knowledge
is shared or codified
(Internet, documents,
help, e-mails…)
Explicit knowledge
is shared or codified
(Internet, documents,
help, e-mails…)

8. Where is the Information?
E-mail VoiceFax
News Documents, graphics,
presentations
Web Sites
Databases
Explicit KnowledgeExplicit Knowledge Tacit KnowledgeTacit Knowledge
Insights
Wisdom
??

9. Biggest Problem We FaceBiggest Problem We Face
Information
Overload

10. IT as the Sorcerer’s Apprentice
Thanks to IT, Information and knowledge have moved from
scarcity to abundance
but more is not necessary better
Our personal time and attention has become the critical
resource of the knowledge economy
and therefore needs to be carefully allocated
But IT still sees its role primarily as delivering more power, more
bandwidth, more data
thereby making the problem worse

11. Explicit Knowledge- Dangers!
Abundance of information
Information not updated
Hard to reach the right information
Every site look different
People don’t know about existing information

12. Knowledge ManagementKnowledge Management
Must change with the timesMust change with the times
Qualifications
THE VIRTUAL EMPLOYEE
OTHER EXPERIENCED
EMPLOYEES
FIELD SUPPORT
PERSONAL FILES
ELECTRONIC
KNOWLEDGE BASES
Skill
sets
Insights
Tools and
diagnosticsConsistent
methodologies
AlliancesCorporate
learnings
THE “EXPERT”
Analytics
Diagnostics
Lessons
Learned
Information
Presentations
Reports
Private
Network
Tacit
Knowl
edge
The old model of
“Knowledge is Power Lone Ranger”
with personal expertise
The “virtual employee” -- access
knowledge anytime, anywhere

13. Obstacles to Knowledge SharingObstacles to Knowledge Sharing
Corporate Culture Change
No Time / People/ Budget (‫)זאת‬
No Knowledge Strategy
NIH - Not Invented Here Syndrome
Employee recalcitrance

14. Why people are ready to share?Why people are ready to share?
 Reciprocity
– If I share, people will share with me and it will help me
to know more
 Repute
– If I share, people/managers will know me... and it will
help me to be promoted
 Altruism
– I am always ready to help. (yes, there are some strange
people)

15. Knowledge OrientedKnowledge Oriented
ProcessesProcesses
 E-mail
 Document Management
 Internet
 Intranet (Undernet)
 Help Desk

16. KM GoalKM Goal
“Bringing the right information to the right people
on the right media at the right time”
“Bringing the right information to the right people
on the right media at the right time”
RightRight
InformationInformation
RightRight
InformationInformation Right PeopleRight PeopleRight PeopleRight People
Right MediaRight MediaRight MediaRight Media Right TimeRight TimeRight TimeRight Time
Short, long, deepShort, long, deep
Managers,
programmers,
technical people,
marketing people, ...
Managers,
programmers,
technical people,
marketing people, ...
Intranet, e-mail,
phone, person,
meetings, ...
Intranet, e-mail,
phone, person,
meetings, ...
Immediately,
good to know
Immediately,
good to know

17. The 3 Elements of KnowledgeThe 3 Elements of Knowledge
InfrastructureInfrastructure
Corporate Knowledge
Infrastructure
1. Culture
For a knowledge sharing
environment
1. Culture
For a knowledge sharing
environment
2. Technology
Hardware, software,
network, etc.
2. Technology
Hardware, software,
network, etc.
3. Processes
Knowledge reliant business
processes
3. Processes
Knowledge reliant business
processes

18. KM CultureKM Culture
Corporate Management Support
KM Steering Committee
Corporate KM Team
Spending Time on KM
Incentives
Communities of Interest

19. CKOsCKOs –– Who are they?Who are they?
 Evangelists
– Have the passion, believes that KM is the answer
 Entrepreneurs
– Driven to build something new, willing to take risks
 Persuaders
– Use the arts of influence: reciprocity, commitment,
consistency and gentle deference
 Communicators
– Pursue multiple means of communication: meetings,
newsletters, e-mails, one-to-one conversations...
 IT Savvy
– Understand the capabilities of IT

20. A PortalA Portal –– What we need?What we need?
 Personalization
 Search
 Categorization
 Site Map
 Push
 Pull
 Subscribe and Alerts
 Security
 Content Management
 Application integration

21. KM ProductsKM Products
 Sharepoint
 Broadvision
 Web Sphere
 Oracle
 Plumtree
 Vignette
 Brio
 Commugen
 ...
 (Babylon)

22. CommunitiesCommunities
 Communities of Interest/ Practices
 People who:
– Have a same interest
– Trust each other
– Have a place to collaborate
 Virtual places
– E-mail, discussion groups, chat, collaboration
products...
 Physical places
– Meetings, conferences, phone, ...

23. The Knowledge Transfer in a
Conference
The conference
The Participants
The central team
The central teamto
the participants
The participants to
the central team
The participants
between them

24. Building a ServiceBuilding a Service
 Who needs it?
– They really need it?
 Who asked for it?
– Are they the right people to ask for
it?
 High Management approval
– Is it according to the company
business targets?
 Who will update the information?
– Think again! Are you sure?
 Who will use the information?
– Think again! Is it what they want?

25. Building the best serviceBuilding the best service –– They donThey don’’tt
use it. Why?use it. Why?
 They didn’t participate in the design
and were not in the loop.
 They don’t have the time
 It is not friendly enough
 Bad response time
 It is not within the environment they
use to work in
 “The token didn’t fall”
 Change Management
 ....

26. ImplementationImplementation
Explain what KM is
Ensure participants
Ensure updated information
Ensure that people share
their knowledge
Ensure that people use
the knowledge
Help if needed

27. Change ManagementChange Management
 People
 Processes
 Technology

28. What have we learned?What have we learned?
 See the big picture, begin small with an
appropriate service which can be a good example
for others. Show working services.
 Not everything can be written in documents. Put
links to experts, allow collaborations, meetings…
 KM is not only technical (needs culture and
processes) but no KM without a technical
environment (Enabler).
 Use counselors – but …
 Push , Push & Push. Don’t give up. “Show your
enthusiasm” (Larry Prussak)

29. shimonb@amdocs.com