Information Technology: The Vital Enabler of Knowledge Management Systems

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Information TechnologyThe Vital Enabler of
Knowledge Management Systems
Salwana Ali Manager Microsoft Knowledge Capital
Centre Sdn Bhd January 16th, 2001
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Overview

• Knowledge Management Concepts
• Challenges and Benefits of Knowledge Management
• Information Technology enables Knowledge
  Management -References

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Market Values Ideas
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Barnes Noble
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Knowledge And Ideas Matter
The productivity of knowledge and knowledge
workers will not be the only competitive factor
in the world economy. It is, however, likely to
become the decisive factor, at least for
industries in the developed countries.
Peter DruckerHarvard Business ReviewSeptember -
October, 1997
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Knowledge Economy
Category
Growth
Category
Growth
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Success in a Knowledge Economy
Effective organizations
Knowledge Management
People
People
Operational excellence
Business Operations
Process
Process
Common Infrastructure
Successful relationships
Commerce
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Why Manage Knowledge

• Rise of the Knowledge Worker
• Entrepreneurship and Speed of Change
• Decreasing Reengineering Returns
• Technology Creates Globalization and Enables
  Change

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Rating Your Companys KM
How good is your corporate memory?
Do managers have the same info you do?
Can you easily find all info on a customer?
Can you easily capture customer feedback?
Does customer feedback drive development?
Can everyone rally to respond to a crisis?
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Knowledge Management Is Derived From Asset
Management
Traditional Assets Facilities, Equipment Capital
Knowledge Assets People Information

• We Need To Understand
• How knowledge assets are created
• How to value a knowledge asset
• Knowledge asset lifecycle

• We Know How To
• Create new assets
• Measure asset return
• Retire old, devalued assets

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Knowledge Management Requires Many Connections To
Deliver Value
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The Three Types Of Knowledge
Potential knowledge
Tacit knowledge
Explicit knowledge
Collaboration
Analysis
Content Mgmt.
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Knowledge Services
Potential knowledge
Tacit knowledge
Explicit knowledge
Collaboration
Analysis
Content Mgmt.
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Elements of Knowledge Management Solutions
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Organizational Dynamics
Organization
Overcoming Cultural Barriers Barriers Knowledge
is power Fear of innovation Enablers Intangibles E
xecutive sponsorship Tangibles Familiar
technology Rewards, recognition Focus on teams,
not individuals

Process
Platform
Deploy
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Business Processes
Organization

• Benefits not ROI based
• Product design and development
• Customer and issue management
• Business planning
• Employee development
• Integration across scenarios

Process
Platform
Deploy
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Product Design
Organization

• Product Design
• Challenges
• Tracking all feedback
• Design
• Benefits
• Reduced cycle times
• Cross team collaboration
• Alignment with customer needs higher success
  rates
• Core Technology Needs
• Collaboration, document management, analysis,
  desktop

Process
Platform
Deploy
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Customer Management
Organization
Customer Management Challenges Volume of
information Consistency of information Providing
broad access Benefits Product, service
feedback Better targeted programs Customer
infused throughout org Core Technology
Needs Tracking, collaboration, document
management, desktop
Process
Platform
Deploy
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Business Planning
Organization
Business Planning Challenges Reacting to
crisis Anticipating trends Understanding
competitors Benefits Speed of information
delivery Acting on complete information What
if? modeling Core Technology Needs Analysis,
document management, search
Process
Platform
Deploy
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Employee Development
Organization
Employee Development Challenges Shifting
competency needs Big performance
deltas Benefits JIT training Everybody a top
performer Team assembly Core Technology
Needs Collaboration Document management Tracking
Process
Platform
Deploy
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Platform Vision
Organization

• Connecting the right people and the right
  information through extensions to familiar
  business tools

Process
Platform
Deploy
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Digital Dashboard
One point of interaction
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US Air Force
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MTL-NET Dashboard
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