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Knowledge Management

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... KWorld Model KPMG Knowledge System Processes AskMe Enterprise Knowledge Network System Teamware and LMS ... – PowerPoint PPT presentation

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Title: Knowledge Management


1
Knowledge Management
  • Session 4

2
Objectives
  • What is knowledge management? Why do businesses
    today need knowledge management programs and
    systems for knowledge management?
  • What types of systems are used for
    enterprise-wide knowledge management? How do they
    provide value for organizations?
  • How do knowledge work systems provide value for
    firms? What are the major types of knowledge work
    systems?

3
Objectives
  • What are the business benefits of using
    intelligent techniques for knowledge management?
  • What major management issues and problems are
    raised by knowledge management systems? How can
    firms obtain value from their investments in
    knowledge management systems?

4
Topics
  • Knowledge Management Concepts
  • IT Techniques for Knowledge Management
  • IT Systems for Knowledge Management
  • Enterprise Knowledge Networks
  • Capturing Knowledge

5
Data, Information, Knowledge and Wisdom
Wisdom
Understanding Principles
Knowledge
Increasing Context
Understanding Patterns
Information
Understanding Relationships
Data
Increasing Complexity
6
Synergy of Knowledge
  • A collection of data is not information
  • A collection of information is not knowledge
  • A collection of knowledge is not wisdom
  • A collection of wisdom is not truth

7
Types of Organisational Knowledge
  • Explicit Knowledge represented in documents,
    books, e-mail and databases
  • Embedded Knowledge organisational knowledge
    found in business processes products and services
  • Tacit Knowledge undocumented knowledge that is
    captured during business processes by knowledge
    workers

8
Characteristics of Knowledge
  • Subjectivity depends on point of view
  • Transferability may be transferred from one
    context to another
  • Embeddedness not always easily accessible
  • Self-Reinforcement increases in value the more
    it is shared
  • Perishability diminishes in value over time
  • Sponteneity cannot be generated on demand

9
Organizational Learning and Knowledge Management
  • Organizational learning Creation of new standard
    operating procedures and business processes
    reflecting experience The Learning
    Organisation
  • Knowledge management Set of processes developed
    in an organization to create, gather, store,
    disseminate, and apply knowledge

10
The Knowledge Management Value Chain
11
Whose Knowledge?
  • Push Knowledge Management use of IT systems to
    make information available
  • Pull Knowledge Management the culture of the
    organisation You can lead a horse to water but
    you cant make it think

12
How Does Knowledge Management Create Value?
Customer Intimacy
Cultivating relationships to gain customer
knowledge Delivering what specific stakeholders
want
Product/Service Leadership
Operational Excellence
Delivering solid products and services at the
best price and with the least inconvenience
Delivering the best products and services
---offerings that push performance boundaries
VALUE
Employee Capability
Leveraging human intellectual capital in service
design and delivery
13
IT Techniques in Knowledge Management
  • Data Mining extraction of implicit, previously
    unknown and potentially useful information from
    data
  • Data Warehousing - a record of an enterprise's
    past transactional and operational information,
    stored in a database designed to favour efficient
    data analysis and reporting - not meant for
    current "live" data
  • Data Dredging pejorative term refers to the
    imposition of patterns on data where no real
    pattern exists

14
Data Mining
  • Usually associated with an organisations need to
    identify trends
  • Eg. A supermarket may analyse the buying patterns
    of people who buy Coca-Cola and find that in 65
    of cases these customers also bought Pringles -
    indicates possible joint promotion of these
    products

15
Data Warehousing
  • Data warehouses often hold large amounts of
    information -subdivided into smaller logical
    units called dependent data marts
  • Two basic ideas
  • Integration of data from distributed and
    differently structured databases, which
    facilitates a global overview and comprehensive
    analysis in the data warehouse.
  • Separation of data used in daily operations from
    data used in the data warehouse for purposes of
    reporting, decision support, analysis and
    controlling.
  • Periodic imports of data from ERP systems and
    other related systems into the data warehouse for
    further processing
  • Business Intelligence reports (e.g., MIS reports)
    generated from the data managed by the warehouse.
    Thus, the data warehouse supplies the data for
    and supports the business intelligence tools that
    an organization might use

16
Organizing Knowledge
  • Taxonomy Method of classifying things according
    to a predetermined system
  • Tagging Once a knowledge taxonomy is produced,
    documents are tagged with proper classification

17
Major types of knowledge management systems
18
Enterprise-Wide Knowledge Management Systems
  • Structured knowledge
  • Semistructured knowledge
  • Knowledge repository
  • Knowledge network

19
Enterprise-Wide Knowledge Management Systems
20
The Problem of Distributed Knowledge
21
Building Blocks of Enterprise Knowledge Management
  • EIP or corporate portal - focal point of an
    organisations knowledge management
  • Information Management Systems facilitates
    organisation, indexing and classification of
    knowledge assets
  • Federated Search facility to search across all
    structures and unstructured information sources
  • Business Intelligence (Decision Support) data
    warehousing, data mining, routine analysis,
    reports etc.
  • Collaboration email, virtual workspaces etc.

22
Enterprise Information Portal
  • EIPs becoming foundation of B2E, B2C and B2B
    systems
  • Search/discovery and navigation to information
    from a knowledge map
  • Taxonomy, relevant indexing and classification of
    information sources
  • Knowledge network, user interface to communities
    of interest/expert systems
  • Personalisation and presentation of relevant
    information to the desktop
  • Dynamic delivery of information to the desktop
    via intelligent agents
  • Enterprise application integration

23
Hummingbirds Integrated Knowledge Management
System
24
Enterprise Information Portal
25
KPMG KWorld Model
15 Segments
19 Products
Regions
Products Segments
Clients/Targets
People
Conferences
KPMG Library
Consulting
Tax
Assurance
FAS
26
KPMG Knowledge System Processes
27
AskMe Enterprise Knowledge Network System
28
Teamware and LMS
  • Teamware Group collaboration software running on
    intranets that is customized for teamwork
  • Learning Management Systems (LMS) Tools for the
    management, delivery, tracking, and assessment of
    various types of employee learning
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