Knowledge Management
KNOWLEDGE MANAGEMENT
Knowledge - The psychological result of perception and learning and reasoning
Management - The act of managing something
Knowledge Management: knowledge management envisions the act of managing right knowledge at right time, to the right person. Sharing of this knowledge is called knowledge management and system created for sharing is knowledge management system.
Is KM concept new?
The answer is NO. KM is not new to the mankind. KM exists from Stone Age. The art of sharing about the usage of tools from first man symbolizes KM. Therefore KM is not a new concept for the mankind.
Need of knowledge management system:
The need of creating a knowledge management system raised in organizations due to the reason that knowledge is deteriorating everyday and when employees leave the organization it is taken away by them. A KM system helps to reduce this loss. As well for organizations that are round the world, a KM system helps to contact its employees at any point of time and place.
All about Knowledge:
As said earlier knowledge is psychological result of perception and learning and reasoning. This knowledge is viewed as Object and Process relying on concepts from information theories and philosophy, sociology and psychology respectively. To build a knowledge systems knowledge is viewed as object; and, to build individual skills, behavior in mankind knowledge is process.
Knowledge is classified as Explicit and Tacit. Explicit knowledge lies in textbooks, workbooks, and databases and has a specific language to transmit among the individuals. Tacit knowledge lies in the heads of individuals and do not have a specific language. This knowledge is transmitted through communication, word of mouth, models etc. Tacit knowledge is to be seen in two dimensions: Technical dimension and Cognitive dimension.
a) The technical dimension is the basic understanding about the subject and its scientific principles are present. People find difficulty in joining the technical and scientific principles.
b) The cognitive dimension where there is strong belief in their values, morals, thinking and ideas. This figures out the mentality of the employees present in the organization as well the people around us. People see the world in the cognitive dimension.
The knowledge that lies in the individuals of organization benefits the organization when it is properly shared and managed. To get benefited organizations started using knowledge management system.
How to implement a KM system?
For implementation of KM in reality, to achieve a basic entry-level KM program, four pillars are to be addressed and is must.
They are leadership, organization, technology and learning.
Leadership: For organization to have a position in todays dynamic world, a leader who can provide strong and dedicated leadership is required, for a successful KM system that is in alignment with the business tactics to drive the value of KM through out the enterprise.
Organization: Operational processes must align with KM framework and strategy. Operational needs dictate organizational alignment. A KM framework should be designed to fit into the organization. An organizational change is required for introducing KM in to the organization. KM acts, as catalyst to bring the change and KM must be integrated into business processes.
Technology: Every enterprise need to clearly define their KM strategy, scope and requirements and technology required to meet the needs. Technology provides all infrastructures to support KM in an enterprise. Cultural, organizational changes are to achieve KM strategy. Lack of tools, technology and infrastructure can lead to failure of the same. Proper assessing and usage of IT capabilities in alignment with organizational requirements is essential.
Learning: People are responsible to achieve a better KM strategy planned by leaders and attainment of organizational changes. People are the one who use the tools and technology in performing the operations. Organizational learning plays a role to achieve peoples concentration towards KM. Learning can be described as the acquisition of knowledge or skill through study, experience or instruction. Organizational learning must be addressed with approaches such as increasing internal communications, creating a learning community etc. enterprises must understand that people communicate through learning and sharing knowledge in building ideas. Managers must recognize that knowledge resides in people and knowledge creation lies in process of social interaction and learning. Learning is to be embedded in the organizations business processes, as there is no special department in KM or KM process.
A fundamental architecture to implement and initiate KM is to be designed through which KM achieves permanent performance, innovations and improvements. The four pillars provide the necessary architecture.
Where does a KM system work?
Many organizations do not know what they know. A knowledge management system works in these organizations, and, enables it in analyzing two important questions:
· What are our knowledge assets?
· How should we manage those assets to ensure a maximum return on them?
There are no right or wrong answers to these questions. Solutions will depend upon several factors such as the type of organization, its culture and its needs. Nevertheless, effective management of knowledge focuses on solutions that encompass the entire system: organization, people and technology.
Computers and communications systems are good at capturing; transforming and distributing highly structured knowledge that changes rapidly. Some companies are using analysis, planning and computer supported work systems to radically improve decision making, resource allocation, management systems, access, and promulgate process know-how and overall performance as a way to develop core strategic competencies.
An internal web site Intranet in an organization for KM an easy to use information resource for the staff is internal web site- Intranet that provides gateway to databases, documents, and internal web content and external web sites.
To know the content that is to be filled up in creation of Intranet for an organization; a list of type of contents is given:
· News
· Policies
· Articles
· FAQs
· Internet
· People
· Rolodex
· Community
Formats for each of these are to be analyzed.
Taking peoples internet navigational experience two options are to be focused: a) A navigation bar based upon the taxonomy b) A navigation bar based on the item type. In a KM intranet system, people should have freedom in sharing their experiences, a Favorites area for book marking and an area for discussion. Prior to publication new content contributions are to be approved.
Next is how to facilitate knowledge retrieval? The answer comes as Searching for Knowledge and Seeking Knowledge facilitates knowledge retrieval.
Searching for Knowledge: A number of fields are to be provided to search and gain the knowledge. Business sector, company name, relationship, contact, category, sub category, product name, type, matter are the general fields in which information is to be provided. Each item should have unique description. A third party search engine technology should be incorporated to complement the content text search.
Seeking Knowledge: There may be insufficient knowledge to solve a problem, to reach a decision, or to create a solution. Experiences of the employees and interaction between them, sharing the knowledge can be provided through intranet that solves the problem. Through offline or electronic meetings colleagues can communicate with each other and it allows knowing the solution, reference materials and a gain of knowledge for rest of the employees.
It is understood that Intranet is the best tool in having a knowledge management system in any type of an organization.
Chief Knowledge Officer (CKO) in KNOWLEDGE MANAGEMENT
A CKO is to influence and provide incentives to deliver value to the organization by using the existing and unexploited explicit and tacit knowledge of the individual.
Six major competency areas that CKO’s are to possess are: Communications, Leadership and management, Personal knowledge and cognitive capability, Personal behavior, Tools and technologies, strategic thinking.
CKO personal attributes: passion, patience, persistence, sensitivity, organizational savvy, smart, wise, life long learner, thick skinned, integrator, depth and breadth of knowledge.
Rewards and Recognition system:
Recognition is visible and is at any level. Reward reflects exemplary contribution or performance. In spite of different approaches to rewards and recognitions, the goal is to reinforce desired behavior with desirable rewards. A standardized reward system may help institutionalize the practice into the common culture. There are two options to address the recognition and reward issues raised in the assessment as barriers in knowledge sharing.
Developing guidelines and suggestions for all groups encouraging knowledge sharing by HR, KM of some business or Creating their own approach related to their own group. The variation to be maintained has to be addressed with examples of the other recognition and reward system present through out the organization (for the group, creating their own system).
Two different approaches for overall Knowledge sharing are a) Host visible knowledge sharing events. b) Embed sharing knowledge in to routine work process.
Reward and Recognition are a way to acknowledge the value of sharing knowledge.
A knowledge sharing culture enhances organizations success and also beneficial to all the employees - Personally and Professionally.
Tips to reduce knowledge loss
Don’t let your best people leave - The best option for not losing knowledge. To achieve this, offer increment in pay, providing alternative career paths, transitioning them with new challenges while retaining the employees and their knowledge with in the organization, job rotation and to be in touch with the employees and what they feel about their position in the organization are some of the best ways.
Mentoring and coaching - For big organizations where in the number of employees reaching retirement age is high, this is a good practice to gain knowledge from the senior people. New and inexperienced employee to the organization when matches with Senior and experienced personnel the tacit knowledge can be passed on effectively.
Sharing best practices - Best practices are suggestions for an organization; they vary from one org to another. But the ability to use proven and tested knowledge of other organizations shall help in making decisions and improvements with greater speed and reliability. The goal is to begin sharing what works out to new ideas and to benefit from success of others. Sharing can be formal or informal.
Sharing lessons learned -This is best practice that allows sharing of experiential knowledge of the employees. These are just opinions on cause and effect, and not proven like best practices. These are shared in large group and successes and failures are put forth formally or informally.
Documentation- Documenting the thoughts and ideas is the most tedious way of reducing the knowledge loss as remembering our own thoughts is difficult and attempting to uncover someone else is the same. Due to deadlines and time constraints, making note of the decisions taken is bit difficult. But it helps in retaining the knowledge of decision maker. A content management center can be used by the organization with content managers to update the documents and review them frequently with multiple authors and see that it is accurate and available up to date.
Organizations are dynamic so solutions aren’t to be static. Before selecting an approach, find the exact problem, understand the problem and select the approach. Continuous monitoring about the strategy that’s been applied is must.
Knowledge management systems work best when the people who generate the knowledge, are the same people who store it, explain it to others, and coach them as they try to implement it. The people who are implementing what is known, not those who understand information technology, must manage these systems. Learning plays a role and knowledge gains the importance giving a path for Knowledge workers that helps in uplifting the organization and achieving the goals.
Knowledge - The psychological result of perception and learning and reasoning
Management - The act of managing something
Knowledge Management: knowledge management envisions the act of managing right knowledge at right time, to the right person. Sharing of this knowledge is called knowledge management and system created for sharing is knowledge management system.
Is KM concept new?
The answer is NO. KM is not new to the mankind. KM exists from Stone Age. The art of sharing about the usage of tools from first man symbolizes KM. Therefore KM is not a new concept for the mankind.
Need of knowledge management system:
The need of creating a knowledge management system raised in organizations due to the reason that knowledge is deteriorating everyday and when employees leave the organization it is taken away by them. A KM system helps to reduce this loss. As well for organizations that are round the world, a KM system helps to contact its employees at any point of time and place.
All about Knowledge:
As said earlier knowledge is psychological result of perception and learning and reasoning. This knowledge is viewed as Object and Process relying on concepts from information theories and philosophy, sociology and psychology respectively. To build a knowledge systems knowledge is viewed as object; and, to build individual skills, behavior in mankind knowledge is process.
Knowledge is classified as Explicit and Tacit. Explicit knowledge lies in textbooks, workbooks, and databases and has a specific language to transmit among the individuals. Tacit knowledge lies in the heads of individuals and do not have a specific language. This knowledge is transmitted through communication, word of mouth, models etc. Tacit knowledge is to be seen in two dimensions: Technical dimension and Cognitive dimension.
a) The technical dimension is the basic understanding about the subject and its scientific principles are present. People find difficulty in joining the technical and scientific principles.
b) The cognitive dimension where there is strong belief in their values, morals, thinking and ideas. This figures out the mentality of the employees present in the organization as well the people around us. People see the world in the cognitive dimension.
The knowledge that lies in the individuals of organization benefits the organization when it is properly shared and managed. To get benefited organizations started using knowledge management system.
How to implement a KM system?
For implementation of KM in reality, to achieve a basic entry-level KM program, four pillars are to be addressed and is must.
They are leadership, organization, technology and learning.
Leadership: For organization to have a position in todays dynamic world, a leader who can provide strong and dedicated leadership is required, for a successful KM system that is in alignment with the business tactics to drive the value of KM through out the enterprise.
Organization: Operational processes must align with KM framework and strategy. Operational needs dictate organizational alignment. A KM framework should be designed to fit into the organization. An organizational change is required for introducing KM in to the organization. KM acts, as catalyst to bring the change and KM must be integrated into business processes.
Technology: Every enterprise need to clearly define their KM strategy, scope and requirements and technology required to meet the needs. Technology provides all infrastructures to support KM in an enterprise. Cultural, organizational changes are to achieve KM strategy. Lack of tools, technology and infrastructure can lead to failure of the same. Proper assessing and usage of IT capabilities in alignment with organizational requirements is essential.
Learning: People are responsible to achieve a better KM strategy planned by leaders and attainment of organizational changes. People are the one who use the tools and technology in performing the operations. Organizational learning plays a role to achieve peoples concentration towards KM. Learning can be described as the acquisition of knowledge or skill through study, experience or instruction. Organizational learning must be addressed with approaches such as increasing internal communications, creating a learning community etc. enterprises must understand that people communicate through learning and sharing knowledge in building ideas. Managers must recognize that knowledge resides in people and knowledge creation lies in process of social interaction and learning. Learning is to be embedded in the organizations business processes, as there is no special department in KM or KM process.
A fundamental architecture to implement and initiate KM is to be designed through which KM achieves permanent performance, innovations and improvements. The four pillars provide the necessary architecture.
Where does a KM system work?
Many organizations do not know what they know. A knowledge management system works in these organizations, and, enables it in analyzing two important questions:
· What are our knowledge assets?
· How should we manage those assets to ensure a maximum return on them?
There are no right or wrong answers to these questions. Solutions will depend upon several factors such as the type of organization, its culture and its needs. Nevertheless, effective management of knowledge focuses on solutions that encompass the entire system: organization, people and technology.
Computers and communications systems are good at capturing; transforming and distributing highly structured knowledge that changes rapidly. Some companies are using analysis, planning and computer supported work systems to radically improve decision making, resource allocation, management systems, access, and promulgate process know-how and overall performance as a way to develop core strategic competencies.
An internal web site Intranet in an organization for KM an easy to use information resource for the staff is internal web site- Intranet that provides gateway to databases, documents, and internal web content and external web sites.
To know the content that is to be filled up in creation of Intranet for an organization; a list of type of contents is given:
· News
· Policies
· Articles
· FAQs
· Internet
· People
· Rolodex
· Community
Formats for each of these are to be analyzed.
Taking peoples internet navigational experience two options are to be focused: a) A navigation bar based upon the taxonomy b) A navigation bar based on the item type. In a KM intranet system, people should have freedom in sharing their experiences, a Favorites area for book marking and an area for discussion. Prior to publication new content contributions are to be approved.
Next is how to facilitate knowledge retrieval? The answer comes as Searching for Knowledge and Seeking Knowledge facilitates knowledge retrieval.
Searching for Knowledge: A number of fields are to be provided to search and gain the knowledge. Business sector, company name, relationship, contact, category, sub category, product name, type, matter are the general fields in which information is to be provided. Each item should have unique description. A third party search engine technology should be incorporated to complement the content text search.
Seeking Knowledge: There may be insufficient knowledge to solve a problem, to reach a decision, or to create a solution. Experiences of the employees and interaction between them, sharing the knowledge can be provided through intranet that solves the problem. Through offline or electronic meetings colleagues can communicate with each other and it allows knowing the solution, reference materials and a gain of knowledge for rest of the employees.
It is understood that Intranet is the best tool in having a knowledge management system in any type of an organization.
Chief Knowledge Officer (CKO) in KNOWLEDGE MANAGEMENT
A CKO is to influence and provide incentives to deliver value to the organization by using the existing and unexploited explicit and tacit knowledge of the individual.
Six major competency areas that CKO’s are to possess are: Communications, Leadership and management, Personal knowledge and cognitive capability, Personal behavior, Tools and technologies, strategic thinking.
CKO personal attributes: passion, patience, persistence, sensitivity, organizational savvy, smart, wise, life long learner, thick skinned, integrator, depth and breadth of knowledge.
Rewards and Recognition system:
Recognition is visible and is at any level. Reward reflects exemplary contribution or performance. In spite of different approaches to rewards and recognitions, the goal is to reinforce desired behavior with desirable rewards. A standardized reward system may help institutionalize the practice into the common culture. There are two options to address the recognition and reward issues raised in the assessment as barriers in knowledge sharing.
Developing guidelines and suggestions for all groups encouraging knowledge sharing by HR, KM of some business or Creating their own approach related to their own group. The variation to be maintained has to be addressed with examples of the other recognition and reward system present through out the organization (for the group, creating their own system).
Two different approaches for overall Knowledge sharing are a) Host visible knowledge sharing events. b) Embed sharing knowledge in to routine work process.
Reward and Recognition are a way to acknowledge the value of sharing knowledge.
A knowledge sharing culture enhances organizations success and also beneficial to all the employees - Personally and Professionally.
Tips to reduce knowledge loss
Don’t let your best people leave - The best option for not losing knowledge. To achieve this, offer increment in pay, providing alternative career paths, transitioning them with new challenges while retaining the employees and their knowledge with in the organization, job rotation and to be in touch with the employees and what they feel about their position in the organization are some of the best ways.
Mentoring and coaching - For big organizations where in the number of employees reaching retirement age is high, this is a good practice to gain knowledge from the senior people. New and inexperienced employee to the organization when matches with Senior and experienced personnel the tacit knowledge can be passed on effectively.
Sharing best practices - Best practices are suggestions for an organization; they vary from one org to another. But the ability to use proven and tested knowledge of other organizations shall help in making decisions and improvements with greater speed and reliability. The goal is to begin sharing what works out to new ideas and to benefit from success of others. Sharing can be formal or informal.
Sharing lessons learned -This is best practice that allows sharing of experiential knowledge of the employees. These are just opinions on cause and effect, and not proven like best practices. These are shared in large group and successes and failures are put forth formally or informally.
Documentation- Documenting the thoughts and ideas is the most tedious way of reducing the knowledge loss as remembering our own thoughts is difficult and attempting to uncover someone else is the same. Due to deadlines and time constraints, making note of the decisions taken is bit difficult. But it helps in retaining the knowledge of decision maker. A content management center can be used by the organization with content managers to update the documents and review them frequently with multiple authors and see that it is accurate and available up to date.
Organizations are dynamic so solutions aren’t to be static. Before selecting an approach, find the exact problem, understand the problem and select the approach. Continuous monitoring about the strategy that’s been applied is must.
Knowledge management systems work best when the people who generate the knowledge, are the same people who store it, explain it to others, and coach them as they try to implement it. The people who are implementing what is known, not those who understand information technology, must manage these systems. Learning plays a role and knowledge gains the importance giving a path for Knowledge workers that helps in uplifting the organization and achieving the goals.
A project work from June 2003-Jan 2004
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