Information Technology For Management 5th Edition - PowerPoint PPT Presentation

Loading...

PPT – Information Technology For Management 5th Edition PowerPoint presentation | free to download - id: 6fd362-NWMwN



Loading


The Adobe Flash plugin is needed to view this content

Get the plugin now

View by Category
About This Presentation
Title:

Information Technology For Management 5th Edition

Description:

Chapter 10 Knowledge Management Information Technology For Management 5th Edition Turban, Leidner, McLean, Wetherbe Lecture Slides by A. Lekacos, – PowerPoint PPT presentation

Number of Views:86
Avg rating:3.0/5.0
Slides: 44
Provided by: BHA151
Category:

less

Write a Comment
User Comments (0)
Transcript and Presenter's Notes

Title: Information Technology For Management 5th Edition


1
Chapter 10
Knowledge Management
  • Information Technology For Management 5th Edition
  • Turban, Leidner, McLean, Wetherbe
  • Lecture Slides by A. Lekacos,
  • Stony Brook University
  • John Wiley Sons, Inc.

2
Learning Objectives
  • ????? knowledge ?????????????????????? ?
    ??????????????
  • ????????????????????????? ? ????????????
    knowledge management.
  • ???????????????? ? ??? knowledge management.
  • ????????????????????????????????? knowledge
    management ?????????????
  • ???????????????????????????? knowledge management
    system.
  • ?????????????????????? ? ??? chief knowledge
    officer (CKO) ??? ??????????????? knowledge
    management.
  • ???????????????????????????????? knowledge
    management ?????

3
KM Portal At Frito-Lay Assists Dispersed Sales
Teams
  • The Problem
  • Frito-Lay ??????????????? PepsiCo ???????? 8.6 B
    ??????????? Plano Texas
  • ??????????????????????????????????????????????????
    ?? access information ????????? ? ??? (same
    information) ????????????
  • ?????????????????????????????????????? ? ???
  • ??????????????????????????????????????????????????
    Laptop ??????????? access ??????
    ???????????????????????????????
  • ?????????????????

4
  • The solution
  • Frito-Lay ?????????? KM Portal ??????? Corporate
    Intranet ?????????????????????????????????????
    ???? ?????? ???????????? ??????????? ?
    ?????????????? goal ???????????????
  • Streamline knowledge
  • Exploit customer-specific data (??????????????????
    ??????????????)
  • Foster team collaboration (?????????????????????)

5
  • The results
  • ?????????????????????????????????????????????
    (snack ???????????)
  • ????? share ????????? online
  • ??????????????????????
  • ??????????????????????????
  • ??????????????? Knowledge Management at Inforsys
    Technologies ???? 389

6
10.1 Introduction to Knowledge Management
  • Concepts and Definitions
  • ?????????????????????????? (Knowledge management
    (KM)) ?????????????????????????????????? ?????
    ??????? ??? ??????????????????????????????????????
    ???????????????????????? (organizations memory)
  • ?????????????????????????????????????? ???????
  • ????????????????????????????????????????????
  • ??????????????????????????????? (dynamic
    learning)
  • ?????????????????????????? (strategic planning)
  • ????????????????? (decision making)

7
  • Knowledge management ?????????????? ???????????
  • ??????????????????????????????????? (identifying
    knowledge)
  • ??????????????????????????????????
  • ?????????????????????????????????????????
    (leveraging its value through reuse)
  • Knowledge management ??????
  • ???????????????????????????????? (promote
    organizational learning)
  • ???????????? (help solve problems)

8
Data, Information and Knowledge
  • Information ??? ??????????????????????????? ????
  • ????????????? (Timely)
  • ???????????? (Accurate)
  • Data ????????????
  • ???????????? (Facts)
  • ?????? (Measurements)
  • ????? (Statistics)

9
  • Knowledge ??????????? ????
  • ??????????????????? (Contextual)
  • ?????????????????????? (Relevant)
  • ???????????????? (Actionable)
  • ??????????????????????????????????????????????????
    ????????? ??????????????????????
  • ??????????? (Knowledge)??? ???????????????????????
    ??????????????????????????????????????????????????
    ????????????????
  • ??????????????????????????????????????????????????
    ??????

10
Knowledge Corporate Asset
  • ?????????????????????????????????
    (???????????????????????????????? ? ?????????)
  • ??????????????????????????????????????????????????
    ?????? ?????????????????????????????????
    (???????????????) ????????????????????????????????
    ??????????? (???????????????????????????)
    ????????????????????????????????????
    (??????????????????????????) ?????????????????????
    ?????????
  • ??????????? ?????????? ??? ?????????? refresh
    ?????????????????????? ??????????????????????
    ??????????????? dynamic ??????????????????????????
    ? ???????????????????????? refresh
    ????????????????????????? (???????????????????)
    ???????????????????????????????????????????

11
  • ????????????????? ????????????????????????????????
    ???????????????????????? ?????????????????????
    intangible aspects ??????
  • ??????????????????????????? (Uncertain value of
    sharing) ????????????? ???????????????????????????
    ???????????????????????? ???? ????????????????????
    ???????????
  • ???????????????? (Rooted in time)
    ??????????????????????????????????????????????????
    ???????
  • Intellectual capital (intellectual
    assets)(?????????????????) ???????????????
    knowledge.

12
Knowledge Explicit knowledge
  • ????????????????????? (Explicit knowledge)
    ??????????????????????????????????????????????????
    ??????????????????????????????????????????????????
    ??????????????????????????????????????????????????
    ??
  • Explicit knowledge (???? leaky knowledge) deals
    with objective, rational, and technical knowledge
  • -?????? (Data) -?????? (Policies)
  • -?????????????? (Procedures) -?????????
    (Software)
  • -?????? (Documents) -????????? (Products)
  • -??????? (Strategies) -???????? (Goals)
  • -??????? (Mission) -???????????????????? (Core
    competencies)
  • Leaky knowledge ??????? ????????????????????????
    ???? ??????????? ???????

13
  • ????????????????????? (Tacit knowledge)
    ??????????????? subjective, cognitive ???
    experiential learning ????????????????????????????
    ??????? ???????????????????? embedded knowledge
    ???????? ???????????????????????????? ????
    ??????????????????????????????? business unit
  • Tacit knowledge ??????????????
  • -???????????????????? -Mental maps
  • -?????????????????????? (Insights) -???????
    (Acumen)
  • -????????? (Expertise) -Know-how
  • -???????????????? (Trade secrets -?????????????
    (Skill sets)
  • -???????????????????? -?????????????????

14
Explicit v.s. Tacit Knowledge
15
The need for Knowledge Management Systems
  • ??????????? knowledge management ???
    ??????????????????????? ?????????????????????(????
    ???????????) ??? ?????????????????????????????????
    ??? ???????????? ?????????????????????????????????
    ? ???????????????????????
  • ?????????????????? ??????????????????????????
    explicit ??? tacit knowledge ?????????????????????
    ???????????????? (formal information systems)
    ???????????? Knowledge Management System (KMS)
  • ??????????????? IT at Work 10.1 Northrop Grumman
    Uses Knowledge Management to Prevent Brain
    Drain page ?-

16
Knowledge Management System Cycle
  • ??????????????? knowledge management system
    ????????? 6 ?????????????????????????? ??????
  • ???????????????? (Create knowledge) ????
    ???????????????????? ? ??????????
    ????????????????? ? (know-how)?????? ????
    ????????????????????????????
  • ?????????????? (Capture knowledge)
    ????????????????????????????????????????????
    (valuable) ??? ??????????????????????????????
  • ????????????????????????? (Refine knowledge)
    ??????????????????????????????????????????????????
    ??????????? ??????? ?????????????? tacit
    ?????????????????????????? explicit
  • ?????????????????? (Store knowledge)
    ?????????????????????????????????? access ???

17
Knowledge Management System Cycle
  • 5) ??????????????????????? (Manage knowledge)
    ?????????????????????????????????????
    ??????????????????????????????????????????????????
    ??
  • 6) ????????????????? (Disseminate knowledge)
    ??????????????????????????????????????????????????
    ?? ?????? ???????

18
Knowledge Knowledge Management Systems
Knowledge Management Cycle
19
10.2 Organizational Learning and Memeory
  • ????????????????????? (The learning organization)
  • ??????? ??????????????????????????????????????????
    ????????? (past experience
  • ?????????????????????????????????
    ??????????????????????????
  • 1) Meaning ??????? ???????????????????????????????
    ???????????????????
  • 2) Management ??????? ?????????????????????????
  • 3) Measurement ??????? ???????????????????????????

20
  • ?????????????????????????????????????? 5
    ???????????????????????
  • 1) ?????????????????? (Systematic problem
    solving)
  • 2) ????????????????????????? (Creative
    experimentation)
  • 3) ?????????????????????????????? (Learning from
    past experience)
  • 4) ????????????????????????????????????? ?
    ?????????? (Learning from the best practices of
    others)
  • 5) ???????????????????????????????????????????????
    ????????????????? (Transferring knowledge quickly
    and efficiently throughout the organizational)

21
  • Organizational memory
  • ???????????????????????????????????????????????
    ??????????? ??????? ????????? ??? ??????????
    ????????????????????
  • Organizational Learning
  • ?????????????????????? ? ??? ??????????????????
    ??????????????????????????????????????????????????
    ? ????????????????????????????
  • 1) ?????????????? ? 2)
    ??????????????????????????????????
  • 3) ???????????????????????????????? 4) A
    sense of humility (??????????????????)

22
10.3 Knowledge Management Activities
  • ??????????????????????????????????????????????????
    ? 1 ?? 3 ???????????
  • 1) ??????????????????????? ? ????????? ???????
    ???? ? ???????????
  • Maps
  • yellow pages
  • hypertext
  • 2) ???????????????????????????????
    (knowledge-intensive culture) ????
  • 3) ?????????? knowledge infrastructure
  • ??????????????????????????????????????????????????
    ?????????????????
  • ??????????????????? (Knowledge Creation)
  • ????????????????????? (Knowledge Sharing)
  • ??????????????????? (Knowledge Seeking)

23
Knowledge Management Continued
  • ??????????????????? (Knowledge creation) ????
    ??????????????????? (knowledge acquisition) ???
    ?????????????????????? ? ?????????????? ?
    ?????????????????? ?
  • Socialization mode ??????? ???????????????????????
    ???????????????????????????? ???????? ? ???????
    social interactions ??? shared experience.
  • Combination mode ??????? ?????????????????????????
    ???????? ? ???????????? , ????????,
    ?????????????, ??? ???????????????????????????????
    ?????????????
  • Externalization ??????? ??????????????????????????
    ????????????????????????????????????? ?
  • Internalization ??????? ???????? new tacit
    knowledge ??? explicit knowledge.

24
(No Transcript)
25
  • ???????????????????????? (Knowledge sharing)
    ??????????????????????????, ??????????????????????
    , ???????????, ?????????? ????????????????????????
    ????????????????????????????????????????? ? ????
    ??????????????????????????????? IS
  • ??????????????????? (Knowledge seeking)
    ????????????????????????????????????????????????

??????????? Activities or Processes
26
10.4 Knowledge Management Approaches
  • ????????????????????????????????????????????? 3
    ????????? ????????????????????? ( process
    approach) ?????????????????????? (practice
    approach) ??? ?????????????????????????????????
    (Best practice approach)
  • The process approach ?????????????????????????????
    ? ?????????????????????? ??? ?????????????????????
    ??? (???????????????????????) ????????????????????
    ?????????????????????????????????????????
    ???????????????????????????
  • Intranets data warehousing
  • knowledge repositories decision support tools
  • groupware
  • ?????? process approach ??????????????????????????
    ???????????????????????? ?????????????????????????
    ???????????? explicit ?????????????? products
    services ??????

27
Knowledge Management Approaches Continued
  • The practice approach ??????????????????????
    ?????????????????????????????????? (tacit)
    ??????? ?????????????????? ???????????????????????
    ?????? ? ?? ??????????????????????????????????????
    ???? (????????????????????????????????????)
  • ??????? ??????????????????????????????????????????
    ????????????? ?????????????????????????????? ????
    ??????????????????????????????????????????????????
    ?????????? tacit
  • ?????? practice approach ??????????????????????
    highly customized solutions ??????????????????????
    ???????? ????????????????????????????????????????
    ??????????????????? ??? ??? ????????????

28
  • Best practices ???????????????????????????????????
    ??????????????????????????????????????????? ?
    ?????????????????? ?????????????????????
  • 1) ???????????? ? ????????????????????????????????
    ??????????
  • 2) ????????????? ?????????????? ????????
    ?????????????? ?????????????????? ?
    ????????????????????????????????????
  • 3) Local best practice
  • 4) Industrial best practice
  • Hybrid approaches ???????????????????
  • ?????????????IT at Work 10.2 Cultivating
    Knowledge at Monsanto) page 401

29
10.5 Information Technology in Knowledge
Management
  • ?????????????????????????????? ???????????
    technology ???? product ??????????????????????????
    ?????? business practices ????????????
    information technology ???????????????????????????
    ???????????????????????????????? (Knowledge
    Management Systems)
  • Knowledge Management Systems ????????????????????
    ??
  • ????????????????????? (Communication
    technologies) ???????? users ?????? access
    ????????????????????????????? ????????????????????
    ??????
  • ???????????????????????????????????
    (Collaboration technologies) ?????????????????????
    ???????????
  • Storage ??? retrieval technologies (database
    management systems) ??????????????????????????????
    ??

30
Knowledge Management Supporting Technologies
  • ??????????????????????????????????????????????????
    ???????????????????????? future innovations ?? KM
    field ??????
  • Artificial Intelligence (AI methods expert
    systems, neural networks, fuzzy logic, genetic
    algorithms, etc.)
  • ???????????????????????????????????????
  • Explicit knowledge automatically and
    semi-automatically
  • ?????????????????????????? language processors
  • ??????????????? intelligent searches ???????
    intelligent agents.
  • Intelligent agents ??? software systems
    ??????????????????????????????????????????????????
    ?????????????????????

31
Knowledge Management Supporting Technologies
  • Knowledge Discovery in Databases (KDD)
    ??????????????????????????????????????????????????
    ????????????????????????????? ????????????????????
    ?
  • ???????????????????? (knowledge extraction)
  • ???????????? (data archaeology)
  • ?????????????? (data exploration)
  • ????????????????????? (data pattern processing)
  • data dredging (dredge ???,????)
  • information harvesting

32
Knowledge Management Supporting Technologies
Continued
  • Data mining ??? ??????????????????????????????????
    ????? ???? ???????????????????????????????????????
    ??? (???????????????????????????????????? ??????
    e-mail ??? ???? ?)
  • Model warehouses model marts ???????????????????
    ?????????????????? ( data mining)
    ?????????????????????? (knowledge discovery)
    ??????????????????????????????????????????????????
    ???????????
  • Extensible Markup Language (XML)
    ?????????????????????????????????????????????
    ??????????????????????????????????????????????????
    ??????????????????? ? ??????????????

33
10.6 Knowledge Management System Implementation
  • Technology tools ?????????????????????????????????
    ???? ???????? knowware.
  • Knowledge management software packages
    ??????????????????? tools ????????
    (???????????????????)
  • collaborative computing tools ???? Groupware ????
    transfer tacit knowledge
  • knowledge servers ?? knowledge management
    software ????????? ?????????????????????
  • enterprise knowledge portals (EKP) ?????????? Web
    browser ??? database
  • electronic document management systems (EDM)
  • Electronic Document Management (?????????????
    content management system (CMS))
  • knowledge harvesting tools ??? capture knowledge
  • search engines ???????????????????????????????????
    ????????????????

34
  • knowledge management suites.
  • Consulting Firms ???????????????????????????????
  • ??????????????????????????????????
  • ?????????????
  • ???????? vertical market software
  • Application service providers (ASPs) ???????????
    KMS outsourcing ?? Web ?????? complete knowledge
    management solution ?????? KM suite
    ??????????????????? set up.

35
Knowledge Management Integration
  • Knowledge management systems ???? enterprise-wide
    ????????????????????????????? ? ???????? ????
  • Decision Support Systems (DSS)
  • Artificial Intelligence
  • Customer Relationship Management Systems (CRM)
  • Supply Chain Management Systems (SCM)
  • Corporate Intranets
  • Extranets
  • ??????????????? IT at Work 10.5 X1 provides
    governmental knowledge management solution

36
Knowledge Management Integration
Knowledge management systems integration.
37
10.7 Role of people in Knowledge Management
  • ??????????????? KMS ???????????????????? ???? ?
    ?????????????????? ??????????????? ?? ????????
    ??????????????????????????????????????????
    ????????????????????????????????
  • Chief knowledge officers (CKO)
    ??????????????????????????????????????????????????
    ? ?????????????????? knowledge management ?????
    ??????????????????????????????????????????????????
    ??????????????????????? ??? ??????????????????
    Duffy ???????????????
  • ????????????????????????????????? Km
  • ???????? Knowledge repository ??? best practice
  • ?????????? senior executive ??????????????????????
    ?????????????????????????
  • ??????????????????????????????????????????????????
    ?????? (?????????????????????????????????????????)
  • ???????????????????????????????????????
  • ??????????????????????????????????????????????????
    ???????? real time ?????????
  • Globalize knowledge management

38
  • Chief executive officers (CEO) ???
    ????????????????? championing ??? KM effort.
  • Chief financial officer (CFO) ???????????????????
    financial resources ?????????
  • Chief operating officer (COO) ????????????????????
    ???????(???embed) knowledge management
    practices ????????????????????????????? ? ???
  • Chief information officer (CIO) ????????????? IT
    vision ????????? ??? ???? IT architecture ???????
    databases, application software ???
  • KMS developers ???????????????????????????????????
    ??
  • KMS staff ?????????????? catalogue
    ?????????????????????????? ??????????

39
10.8 Ensuring Success of Knowledge Management
Efforts
  • ???????????????????????????????? ? ?????????????
    knowledge management strategy ????????????????????
    ????????? asset-based approach ????
    ??????????????????????????????????????????????????
    ???????????????
  • Asset-based approach ??????????????????
    intellectual assets ??????????????????????????????
    ????????????????????
  • ?????????????? variants ??? balanced scorecard
    ????????????????????????????????????????
    customer, process, and innovation
  • Financial Metrics (tangible benefits)
  • Non-Financial Metrics (intangible benefits)

Measuring Success or Failures
40
  • Cause of KM Failure
  • ??????????????? IT at Work 10.6 Escaping a
    knowledge management failure page 415
  • Factors leading to KM success
  • ??????????????????????? 10.1 Major Factors that
    Lead to KM Project Success
  • Potential drawback to Knowledge Management System
  • ??????????????? A Close Look 10.3 Adaptability
    A Missing Ingredient

41
MANAGERIAL ISSUES
  • Organizational culture change.
  • ???????????????????????????????????????????????
    ???????? strong executive leadership, clearly
    expressed goals, user involvement in the system,
    ??? ??????????????????????????????????????????????
    ?????????????????????????
  • How to store tacit knowledge.
  • ????????????????????????? KMS ???????
    (???????????????? network storage model) ???????
    explicit knowledge ???? tacit knowledge
    ???????????? ?????????????????????????????????????
    ? ??????? ????????????????????????? tacit
    knowledge ?????????????????????????????
    ??????????????????????????????????????????????????
    ??????????????

42
  • How to measure the tangible and intangible
    benefits of KMS.
  • ?????????????????????????? intellectual assets
    ??? ?????????????????
  • The lasting importance of knowledge management.
  • Knowledge management ??????????????
    ??????????????????????????????????????????????????
    ?? ????????????????????????????????????????????
    know-how ?????????????? ??????????????????????????
    ??????????????????????????????????????????????????
    ????????? KM ????????????
  • Implementation in the face of quickly changing
    technology.
  • ?????????????????????????????????????????????????
    ? ?? IT ????????????????????????????????????????
    ???????????????????? ?????????? ??? makes sense
    ???????

43
??????????? 10
  • ???????????????.
About PowerShow.com