The document discusses different types of knowledge management systems. It begins by explaining the nature of systems thinking and defining what constitutes a system. It then outlines some key drivers of knowledge management systems, including total quality management and business process reengineering. Several types of knowledge management systems are described, including electronic document management systems, decision support systems, group decision support systems, executive support systems, performance support systems, workflow management systems, and customer relationship management systems. The goal of these different knowledge management systems is discussed as helping to enable cost savings, quality control, and cultural and process changes within organizations.

1. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.1
Analysis 1: Evidence and the Nature of
Knowledge in the Digital Age
Topic: Digital Knowledge Management
Topic Number: 8

2. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.2
LEARNING OBJECTIVES
• To explain the nature of systems thinking
• To describe the key drivers of knowledge
management systems
• To distinguish between the different types of
knowledge management systems

3. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.3
WHAT IS A SYSTEM?
• Has elements
• Has relationships between elements – may be causal
or feedback loops
• Has a boundary
• Has an environment outside the boundary
• Has an input and an output

4. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.4
SYSTEM CHARACTERISTICS
Figure 8.1 General characteristics of a system

5. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.5
DRIVERS OF KM SYSTEMS
• Deming and Juran – most errors arose from
ineffective systems rather than operators
• PDCA: Plan, Do, Check, Act
• TQM and continuous improvement
• BPR led to flatter hierarchies
• Lean production including just-in-time and eliminating
zero-value activities

6. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.6
ELECTRONIC DOCUMENT MANAGEMENT
SYSTEMS
• Convergence of document processing, imaging and IT
• Combines text with digital audio and video
• Forms management allows organisation and
structure of data
• Indexing, searching and retrieval

7. Slide 8.7
ORGANIZATIONAL CHALLENGES OF EDMS
• Privacy – sensitive information
• Currency – can add ‘date of last change’
• Performance – whether the existing bandwidth
• Security – encryption, intelligent firewalls etc.
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011

8. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.8
DECISION SUPPORT SYSTEMS
• Assist decision making by combining data, analytical
tools and models to support structured and
unstructured decisions
• May use statistical models and trend analyses
• Analyse data to produce graphs, charts and reports
• May use internal and external data

9. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.9
TYPICAL DECISION SUPPORT SYSTEM
Figure 8.2 Typical configuration of decision support systems (DSS)

10. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.10
DSS APPLICATIONS
• Supply chain management to determine implications
for purchasing and distribution depending on
customer analysis and segmentation
• CRM uses datamining to guide pricing, customer
retention, market share and revenue streams
• Business scenarios by asking ‘what if’ questions

11. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.11
Questions to think about
• How would you go about capturing, storing and
retrieving tacit knowledge?
• What are the likely difficulties with a technology
oriented approach?

12. Slide 8.12
GROUP DECISION SUPPORT SYSTEMS
• Interactive system to facilitate solution of
unstructured problems working in a group
• Electronic brainstorming and idea organisation tools
• Questionnaire tools
• Voting and priority setting tools
• Stakeholder identification tools
• Policy formation tools
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011

13. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.13
EXECUTIVE SUPPORT SYSTEMS
• Help senior managers with unstructured problems
• Avoid information overload by filtering organisational
data into graphical form
• Can ‘drill down’ to lower levels of detail
• Can use OLAP tools

14. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.14
PERFORMANCE SUPPORT SYSTEMS
• Assist groups or individuals to perform certain tasks
• May contain multimedia delivery and use techniques
such as expert systems and natural language
recognition
• Examples: assisting with tax returns or creating an
entry for a financial transaction

15. Slide 8.15
WORKFLOW MANAGEMENT SYSTEMS
• Allows documents and other forms of knowledge to be
routed among individuals and applications according
to predefined processes
• Processes may be predefined or vary according to
certain rules
• Workflows set up as users, types of information,
processes, timing, alternatives etc.
• May alert users to problems that need resolution
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011

16. Figure 8.3 Example of a Petri Net for a university application
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.16
PETRI NET FOR UNIVERSITY APPLICATION
• Circles indicate places or states within process
• Rectangles indicate activities between states
• Arrows indicate direction of workflow

17. Slide 8.17
CUSTOMER RELATIONSHIP MANAGEMENT
SYSTEMS
• To coordinate all business and technological processes
dealing with the customer
• Share customer information between sales, marketing
finance and service divisions
• Consolidate customer data from various sources and
use analytical tools to answer questions
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011

18. Slide 8.18
WHAT’S THE FINAL GOAL OF KM SYSTEMS?
• Cost savings?
• Quality control and assurance
• TQM – cultural change
• Partnering
• Benchmarking
• BPR – radical change by questioning organisational
processes
• Lean production by using less human effort,
manufacturing space and equipment by focusing on
value
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011

19. Slide 8.19
Reading and preparatory work to be done
Read:
• Jashapara, A. (2011) “ Knowledge Management:
An Integrated Approach” Pearson Education,
Chapter 8
Work to be done before the seminar:
• Carry out all the reading above
• Answer the questions on the handout
• Bring your work to the seminar
19
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011

20. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.20
Essential work for next week
• Please consult the OLE for details of:
– Essential readings*
– Seminar/workshop preparation work*
– Recommended further readings
– Any additional learning
* Essential readings and preparation work must always be completed in time
for the next session
20

21. Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 8.21
End of presentation
© Pearson College 2013