Topics to be covered…

 Nonaka’s model of Knowledge Creation and

Transformation

 Knowledge Architecture

 KMSLC

 Relation between KM and System

5 paradigms of IT support
Jan 25, 2009 Knowledge Management 2
NONAKA’S MODEL OF KNOWLEDGE
CREATION AND TRANSFORMATION

Jan 25, 2009 Knowledge Management 3

Socialization
 Takes place between people in meetings

 No explicit knowledge produced.

 Tacit knowledge through face-to-face communication

or shared experience.

 E.g. Apprenticeship

 Connected to ideas of communities and collaboration

Jan 25, 2009 Knowledge Management 4

Externalization

Articulation among people through dialogue.

E.g. Brainstorming.

Developing concepts, which embed the

combined tacit knowledge and which enable

its communication. .

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Communication

Phase supported by technology.

Explicit knowledge can be easily captured

and transmitted to a worldwide audience.

E.g. Sending attached memo or document

via e-mail.
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Internalization

Implies taking explicit knowledge &

deducing new ideas or taking constructive

action.

 Closely linked to learning by doing.

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Jan 25, 2009 Knowledge Management 8
KNOWLEDGE ARCHITECTURE
People core
◦ Evaluate employee profiles
People Content
Content core
Technolog
◦ Identify knowledge centers y
Technical core
◦ The total technology required to operate the
knowledge environment

Jan 25, 2009 Knowledge Management 9

Identifying Knowledge Centers
Job openings, Competition data,
Benefits Sales volume,
Leader sales
information
Human
Resources
Sales

Customer
Strategies Service
Tools Marketing
R&D
Complaint rate,
Advertising
Satisfaction
information

Jan 25, 2009 Knowledge Management 10

KNOWLEDGE MANAGEMENT
SYSTEM LIFE CYCLE

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Challenges In Building Knowledge
Management Systems
 Culture
◦ Getting people to share knowledge

 Knowledge evaluation
◦ Assessing the worth of knowledge across the firm

 Knowledge processing
◦ Documenting how decisions are reached

 Knowledge implementation
◦ Organizing knowledge and integrating it with the processing
strategy for final deployment

Jan 25, 2009 Knowledge Management 12

Conventional Versus KM System
Life Cycle
Conventional System
Life Cycle KMSLC

 Systems analysts  Knowledge developers

deal with information deal with knowledge
from the user. for company
 Users know the specialists.
problem but not the  Company specialists
solution. know the problem and
 System development the solution.
is primarily  KMSLC is incremental
sequential. and interactive

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KM System Development
Life Cycle
1. Evaluate existing infrastructure
2. Form the KM team
3. Knowledge capture
4. Design KM blueprint (master plan)
5. Test the KM system
6. Implement the KM system
7. Manage change and reward structure
8. Post-system evaluation

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Evaluate Existing Infrastructure

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System Justification
 Will current knowledge be lost through retirement,

transfer, or departure to other firms?

 Is the proposed KM system needed in several

locations?

 Are experts available and willing to help in building a

KM system?

 How critical is the knowledge to be captured?

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Scoping

 Consider breadth and depth of the project within

financial, human resource, and operational

constraints.

 Project must be completed quickly enough for

users to foresee its benefits.

 Check to see how current technology will match

technical requirements ofJan 25,the

2009 proposed
Knowledge Management KM17
The Feasibility Question

A feasibility study addresses several questions:

Is the project doable?

Is it affordable?

Is it appropriate?

Is it practicable?

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Areas of feasibility:
Economic feasibility determines to what
extent a new system is cost-effective
Technical feasibility is determined by
evaluating hardware and supportive software
within company’s IT infrastructure
Behavioral feasibility includes training
management and employees in the use of
the KM system
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Traditional approach to conducting a
feasibility study:
Form a KM team
Prepare a master plan
Evaluate cost/performance of proposed
KM
Quantify system criteria and costs
Gain user support throughout the process
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Form the KM team
 Identify the key stakeholders in the prospective
KM system.
 Team success depends on:
◦ Caliber of team members .
◦ Team size.
◦ Complexity of the project.
◦ Leadership and team motivation.
◦ Promising more than can be realistically
delivered. Jan 25, 2009 Knowledge Management 21
Knowledge Capture
 Explicit knowledge captured in repositories from
various media.
 Tacit knowledge captured from company experts
using various tools and methodologies.
 Knowledge developers capture knowledge from
experts in order to build the knowledge base.
 Knowledge capture and transfer often carried out
through teams, not just individuals.
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Design the KM Blueprint

The KM system design (blueprint) addresses several issues:

 System interoperability and scalability with existing

company IT infrastructure

 Finalize scope of proposed KM system with realized net

benefits

 Decide on required system components

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 Develop the key layers of the KM architecture to meet company

requirements. Key layers are:

◦ User interface

◦ Authentication/security layer

◦ Collaborative agents and filtering

◦ Application layer

◦ Transport Internet layer

◦ Physical layer

◦ Repositories

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Test the KM system

Verification procedure: ensures that the

system is right

Validation procedure: ensures that the

system is the right system

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Implement the KM system
 Converting a new KM system into actual operation
 This phase includes conversion of data or files
 This phase also includes user training
 Quality assurance is paramount, which includes
checking for:
◦ Reasoning errors
◦ Ambiguity
◦ Incompleteness
◦ False representation (false positive and false
Jan 25, 2009 Knowledge Management 26
negative)
Manage change and Reward
Structure

Resisters of Change:
◦ Experts

◦ Regular employees (users)

◦ Troublemakers

◦ Narrow-minded superstars

◦ Resistance via projection, avoidance, or aggression

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RELATION BETWEEN KM &
SYSTEM

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Knowledge in
Computing & Info Systems
 Trend
is toward (increasingly explicit)
“knowledge representation” in systems
Programs 1960’s-
Database schemas (data independence from
programs)1970’s-
Conceptual data modeling (domains, enterprises)
1980’s-
Knowledge-based systems (knowledge about world
separate from inference engine) 1980’s-
Knowledge sharing among systems (“ontologies”)
1990’s-
Software agents 1990’s-
Semantic web 2000’s-
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Requirement Systems Software
s Design Implementation
Analysis

Customer

Forms Spec
Order Product
ERD
Customer

Order Product

Scheduled
Sc heduled
Delivery Delivery

Salesperson

Salesperson

Architecture
Update
Marketing

Authorize
Credit
Order
Entry
Tables

Bill
Customer

VB Code VC++ Code

Schedule
Delivery

Inventory

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FIVE PARADIGMS OF IT SUPPORT

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The “processing” paradigm
• Focus is on the processing (usually fixed a
priori)
• Examples: sales orders processing, bank
account statements... Qualities
emphasized:
Info. structures:
Info. operations:  Speed
• Data items
 Calculate  Accuracy
• Lists
 Transform  Correctness
• Arrays
• Trees

Jan 25, 2009 Knowledge Management 32

The “repository” paradigm
• Focus is on the storage and retrieval
• Examples: document management
systems, online catalogues, databases...
Qualities
emphasized:
Info. structures:
 persistence
Info. operations: • records
 create/read/
 accessibility
• links/
update/delete  integrity
relationships
 lookup  security
• indexes
 navigate
• catalogues
 integrate

Jan 25, 2009 Knowledge Management 33

The “tool” paradigm
• Focus is on enabling the user
• Examples: spreadsheet, word
processing... Qualities
emphasized:
Info. structures:  usability
Info. operations: • conceptual  flexibility
 manipulation of information  extensibility
user’s information structures
representations e.g., cells in
spreadsheets

Jan 25, 2009 Knowledge Management 34

The “medium” paradigm
• Focus is on communication
• Examples: email, teleconferencing,
groupware Qualities
emphasized:
 presence
Info. structures:  fidelity
Info. operations:
 send/receive
• message  authenticity
 share • conversation
 privacy
• conference

Jan 25, 2009 Knowledge Management 35

The “agent” paradigm
• Focus is on assisting the user
• Examples: mail filters, web crawlers,
knowledge discovery... Qualities
emphasized:
Info. structures:  ability
Info. operations:
 planning & goal
• goals  intelligence
achievement • tasks/plans  trustworthiness
 “understanding” • conceptual structures
 delegation • interdependencies
among agents

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Least
Embedded
knowledge

Most
Embedded
knowledge

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