Knowledge Management You MAY know more than you think you do

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Knowledge Management - You MAY know more than
you think you do!

• Nina Adams
• Adams i-solutions, inc.
• NinaA_at_adamsisolutions.com
• [phone] - fax [phone]

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Questions to be Addressed

• What is KM -- really?
• Why should you care?
• Whos implementing KM?
• What tools are available?
• What are possible obstacles?
• Is your organization ready?
• Where can you get more information?

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What is KM -- really?

• What definitions have YOU heard?

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How have others defined KM?
A systematic and organized attempt to use
knowledge within an organization to transform its
ability to store and use knowledge to improve
performance. --- KPMG
KM is a systematic process for acquiring,
creating, synthesizing, sharing, and using
information, insights and experiences to achieve
organizational goals. --- Andersen Consulting
The broad process of locating, organizing,
transferring, and using the information and
expertise within an organization. --- APQC
A discipline that promotes an integrated approach
to identifying, capturing, retrieving, sharing,
and evaluating an enterprises information
assets. --- Gartner Group
Attending to processes for creating, sustaining,
applying, sharing and renewing knowledge to
enhance organizational performance and create
value. --- Integral Performance Group
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2 Major Strategies

• Connecting

• Collecting

Getting people with information in touch with the
people who need it.
Categorizing and storing information for
individual access.
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KM Collecting Process
How will you get people to actually use this?
Where are all the files?
How will you keep things current?
How will you get the stuff?
Locate / Identify / Create
Capture
Renew / Maintain
MOTIVATE
Organize / Refine / Validate
How do you know its working?
Use / Apply
Transfer / Share
How will you give the OK to use each file?
How will people be able to find stuff?
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A Balancing Act!
People and Processes
Technology
MOTIVATE
Capture
Locate / Identify
Organize / Refine / Validate
Renew / Maintain
Transfer / Share
Use / Apply
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Why define KM for your organization?

• KM means too many things.
• Defining -- within your organization -- makes
  communication easier. -- Not easy.

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Defining KM - Considerations

• Does your organization
• Adopt new theories early?
• Wait until a theory is totally proven?
• Fit someplace in the middle?
• Should you NOT use the phrase KM at all? How
  about
• Collaborative software
• EPSS
• Just in time knowledge sharing

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Activity

• Begin developing a KM definition for your
  organization.
• In groups of 2 or 3, explain why you developed
  your definition.
• Possible considerations
• Terminology.
• Culture.
• Current methodologies.

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Why should you care about KM?

• We live in Internet time.
• Internal and External customers want, and expect,
  information NOW!
• 7 x 24 is expected.
• The global workforce is becoming a reality.
• We need to be able to share information anytime,
  anywhere.

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Why should you care (cont.)?

• New products and services are being introduced
  even more quickly.
• Who will have time to develop and deliver all the
  needed training to a (possibly) dispersed
  workforce?
• Theres already a shortage of experienced
  professionals.
• How will we be able to train even more people
  (possibly world-wide)?

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Why should you care (cont.)?

• Downsizing, retirement, and restructuring.
• Knowledge is going out the door.

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Its just a fad that will go away!

• KPMG study indicates only 2 of Executives
  consider knowledge management a fad.
• From presentation by Bill Horton

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Whos involved with KM?

• Chevron
• Could save 20 mil a year by adopting others
  practices.
• Scandia
• Reduced new business start up time to 7 months
  instead of 7 years.
• Kaiser Permanente
• Opened clinic in less time than expected.
• Source - APQC Benchmarking Study

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Who else is involved?

• Arthur Andersen
• BP/Amoco
• Ernst Young
• Delphi Group
• Dow
• IBM
• KMPG

• McKinsey Company
• Monsanto
• Price Waterhouse Coopers
• Sun
• Texas Instruments
• US West

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Some Buzz Words
WISDOM
KNOWLEDGE
INFORMATION
DATA
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Data

• Bits and Bytes.
• Facts.
• Easy to store electronically.

WISDOM
KNOWLEDGE
INFORMATION
DATA
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Information

• Organized Data -- Data that makes a difference.
  (Davenport and Prusak)
• Data endowed with relevance and purpose.
  (Drucker)

WISDOM
KNOWLEDGE
INFORMATION
DATA
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Knowledge

• Application of known information.
• Knowledge derives from minds at work.
  (Davenport and Prusak)

WISDOM
KNOWLEDGE
INFORMATION
DATA
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Knowledge

• Knowledge is a fluid mix of frames experiences,
  values, contextual information, and expert
  insight that provides a framework for evaluating
  and incorporating new experiences and
  information. It originates and is applied in the
  minds of the knowers. (Davenport and Prusak)

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Wisdom

• The ability to reapply our knowledge????

WISDOM
KNOWLEDGE
INFORMATION
DATA
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More Buzz Words

• Tacit Knowledge
• Explicit Knowledge

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More Buzz Words

• Tacit Knowledge
• Subjective insights
• Hunches
• Intuitive
• Difficult to process or transmit
• Examples from your experience?

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More Buzz Words

• Explicit Knowledge
• Factual
• Can be documented easily
• Can be transmitted stored electronically

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Tools
Locate / Identify / Create
Capture
Renew / Maintain
Organize / Refine / Validate
Use / Apply
Transfer / Share
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What tools are available?

• Capture
• Word processing software
• Video and tape recorders
• OCR
• Handwriting voice recognition software

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What tools are available?

• Organize / refine
• Spell and grammar checkers
• Analysis software
• Data-mining and extraction software

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What tools are available?

• Share
• Chat groups
• Search engines
• Databases
• Groupware
• Listserves

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What tools are available from the IT Perspective?

• Vignette StoryServer
• Inso DynaBase
• Interwoven TeamSite
• Informix i.Reach
• DocuTell's DocuLib
• Microsoft Site Server
• PC Docs family of products
• Lotus Notes

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What tools do YOU your organization use?
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What obstacles may get in your way?
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Possible Obstacles

• Culture
• No assigned resources
• Lack of support
• No, or small, motivation or compensation
• IT already overworked

• Technology not in place
• Perceived costs
• Politics
• Fear of failure
• Fear of success

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Is your organization ready?

• Complete Ready for Knowledge Management job aid.
• Source ASTD Info-line, March 1999

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Quick Advice

• Dont start without support from Senior
  Management.
• Make sure employees are evaluated based on
  contribution and knowledge reuse.
• Start small with larger framework in mind.
• When noting whos doing KM, be careful. Some
  highly recognized companies arent involved
  anymore.

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Quick Advice
BALANCE
People and Processes
Technology
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Where can you get more information?

• A fun video - Desk Set
• Bunny Watson is the feisty, fast-talking manager
  of research at a big TV network. When the
  company sends in Richard Sumner, a cocky
  electronics expert to automate and improve her
  division's performance, shes furious.

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Where can you get more information? - Books

• Davenport, Thomas H. and Laurence Prusak. Working
  Knowledge How Organizations Manage What They
  Know (Harvard Business School Press, 1998)
• Koulopoulos, Thomas M., Spinello, Richard A. and
  Wayne Toms. Corporate Instinct Building a
  Knowing Enterprise for the 21st Century (Van
  Nostrand Reinhold, 1997)
• Leonard-Barton, Dorothy. Wellsprings of
  Knowledge Building and Sustaining the Sources of
  Innovation (Harvard Business School Press, 1995)
• Nonaka, Ikujiro and Hirotaka Takeuchi. The
  Knowledge-Creating Company (Oxford University
  Press, 1995)
• Stewart, Thomas A. Intellectual Capital The New
  Wealth of Organizations (Currency/Doubleday,
  1997)

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Where can you get more information? - Web sites

• www.kmci.org
• www.brint.com
• www.apqc.org
• www.knowinc.com
• http//www.kmworld.com
• http//www.sveiby.com.au/intellectualcapital.html
• http//oii.org/archives/knowbuild.html

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Subjects for Web Search

• Knowledge Management
• Business Intelligence
• Systems
• Software
• Tools
• Web Content Management

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What is ONE action step that you will take?
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Quotable Quotes
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By 2001, enterprises that lack ongoing KM
programs and infrastructure will lag KM-enabled
competitors by between 30 and 40 in speed of
deployment for new competitive programs and
products (0.8 probability).
Gartner Group
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"Like the 18th-century French encyclopedists who
thought you could put all human knowledge in one
book, some companies now think they can put all
corporate knowledge on one server, a giant
hyperlinked encyclopedia. It simply can't be
done. The real value of information systems is
connecting people to people, so they can share
what expertise and knowledge they have at the
moment, given that the cutting edge is always
changing. Tom Stewart, Fortune magazine.
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Its all about contribution, its all about the
respect for others opinions and views, its all
about a good facilitation and synthesis process,
and its all about access to packaged knowledge
and key insights that become the starting points
for individual learning. - Bob Hiebeler
Profiled in CIO magazine May 15, 1998
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Questions?
To request a digital version of this
presentation, send an email to NinaA_at_Adamsisolutio
ns.com
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