The document discusses knowledge management strategies in software process improvement, focusing on codification versus personalization. It highlights a case study at Logica Denmark, identifying problems such as gaps between process definitions and implementations due to isolated information. The proposed two-tier knowledge management system addresses these issues by facilitating communication and information exchange between management and development teams.

1. Codified vs. Personalized – A Vertical Approach to the Dilemma of the Knowledge Management Strategies EuroSPI Grenoble, France September 2 nd , 2010 Karsten Jahn, jahn@cs.aau.dk Peter Axel Nielsen, pan@cs.aau.dk

2. Introduction Sharing of knowledge / experience is fundamental part in software process improvement Knowledge management depends on organization’s strategy Tools support one strategy only Dilemma: Different strategies on different organizational levels

3. Knowledge Management Strategies Hansen et al. 1999 codification personalization Document driven Linking people Reports Meetings Formalization Communication Focus on reuse of codified knowledge Focus on finding individual expertise Specialization Flexibility ERP Wiki

4. The Case Logica Denmark IT and business solutions 800 Specialists in five Danish cities Many very different projects huge amount of rules, guidelines and processes Two main knowledge management problems: Large gap between process definition and implementation Different project settings cause many isolated islands of information

5. Design: The Two Tier KMS Top management layer needs codification to follow processes and guidelines Reporting, analyzing and planning documents Development layer depends on the people’s skills and their connection Who knows what, how can what be solved, etc. Project manager organizes information exchange between the layers

6. Design: The KiWi Systems Project Management Application ERP System Manager access only Data Exchange Agent Synchronizes data between the other systems Manager access only KiWi Platform Enhanced Wiki Access for whole team

7. Conclusion Main knowledge management problems adressed: Direct feedback bridges gap between process definition and implementation Global wiki simplifies information access Vertically partitioned organization supports two strategy approach: Top management level continues processes compliance Development team gains support for communication Project manager has direct access on team’s input