Transcript Knowledge Management: The First Encounter

Knowledge Management: The first
Encounter
Jessica Chen-Burger
Jessica Chen-Burger
Why KM ?
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A company's intellectual capital represents its ability
to change in the face of adversity. Develop new
products. Cut research and develop time. Provide
quality customer service. Share knowledge with
employees, partners and customers.
Source: Orbital Software
Jessica Chen-Burger
What is Knowledge?
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Knowledge is neither data nor information, though it is related to
both, and the differences between these terms are often a matter
of degree.
Data, information and knowledge are not interchangeable
concepts.
Knowledge is a fluid mix of framed experience, 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 knowers.
In organizations, it often becomes embedded not only in
documents or repositories but also in organizational routines,
processes, practices and norms.
- Thomas H. Davenport, Laurence Prusak
Working Knowledge: How organisations manage what they know
Harvard Business School Press, 1998, 2000
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What is Knowledge Management?
(1)
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The leveraging of collective wisdom to increase responsiveness
and innovation.
-The Delphi Group
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Knowledge Management is intended to allow organisations to
protect and develop their knowledge resource.
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Knowledge Management is a management discipline that focuses
on enhancing knowledge production, integration and use in
organizations.
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Applied Knowledge Resource Institute
Mark W. McElroy, Macroinnovation Associates. LLC
Knowledge Management Consortium Int'l
A cycle of knowledge creation, integration and dissemination.
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Gerhard Fischer, Jonathan Ostwaid, Univ.of Colorado
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What is Knowledge Management?
(2)
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Knowledge Management facilitates the capture, deployment,
access and reuse of information and knowledge-typically using
contemporary technology… i.e. internet.
- Daniel E. O’Leary, Univ. of S. California
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Knowledge Management is the ongoing creation, capture,
preservation and management of information. This gives
employees, customers, partners and companies the resources
needed to be more efficient and productive.
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Orbital Software, ass. with KM world
Knowledge Management has referred to efforts to capture, store,
and deploy knowledge using a combination of information
technology and business processes.
- Alun
Preece, Alan Flett, and Derek Sleeman, Univ. of Aberdeen
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What are the current KM practice?
Who offers Them? (1)
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KM is a management discipline that focuses on
enhancing knowledge production, integration and use
in organizations.
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Mark W. McElroy, Macroinnovation Associates. LLC
- Knowledge Management Consortium Int'l
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Macroinnovation Ass. KM Framework
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Approach
Demand-side KM
Social
Dim.
Tech.
Dim.
Supply-side KM
Individual
Learning
Group Learning
Communities of Inquiry
Think Tanks
Management Planning
Training
Knowledge
Information
Portals
Innovation mgmt tools
Groupware: collaboration apps, Virtual
Teaming Tools, emails
Discussion group
Program
Communities of Practice
Knowledge Capture
Storytelling
KM Initiatives
Operations mgmt
Portals
Intranets
Information
mgmt
Work product mgmt
Content mgmt
Groupware
Jessica Chen-Burger
What are the current KM practice?
Who offers Them? (2)
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Knowledge Management is the ongoing creation,
capture, preservation and management of information.
This gives employees, customers, partners and
companies the resources needed to be more efficient
and productive.
- Orbital Software, ass. with KM world
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Orbital
Orbital's flagship Organik software provides expertise location
capabilities to bring people and information together so that users
can ask questions, find experts and share knowledge.
– Browse through a range of communities, and instantly access
a valuable, dynamic source of knowledge on their favourite
subjects.
– Find and connect with like-minded individuals and subject
experts.
– Ask questions on any subject, and get tailored, relevant
answers from other community members.
– Share their own knowledge with others by answering
questions.
– Get involved in discussions with other community members.
Jessica Chen-Burger
What are the current KM practices?
Who offers Them? (3)
IBM and Lotus
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People, Places and Things
Lotus and IBM have identified People, Places and
Things as the three essential ingredients of an effective
Knowledge Management infrastructure.
According to this concept, people, not facts, are the
focal point of knowledge management.
People bring powerful insights and expertise to the
business process and require Places where they can
create and act on knowledge, and Things to help them
meet their business goals.
Jessica Chen-Burger
IBM and Lotus KM
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Lotus Knowledge Management Solution
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Lotus has developed an integrated collection of
Knowledge Management technologies:
– Lotus K-station. A collaborative knowledge portal that
organises content, applications, and people for both
individuals (personal places) and communities (community
places).
– Lotus Discovery Server. A discovery tool that probes an
organisation's combined knowledge and discovers the
relationships between People, Place and Things so that they
can be applied to specific business challenges.
Jessica Chen-Burger
Lotus and IBM KM Strategy
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On Reflection
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There is a “rough” consensus on Knowledge
Management Process.
It is widely agreed that IT can help KM.
However, there is no single KM methodology that is
agreed upon by all.
There is no single dominating formal approach for
KM; in fact, most KM do not have a formal approach.
Furthermore, most KM only manipulate on the
syntactic level, but not on the semantic level.
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Can AI Contribute to KM ?
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Relevant (AI) Techniques to KM
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Knowledge Engineering/Acquisition techniques
Data Mining, Information Extraction
Ontology
XML, XML Schema, RDF, RDF Schema
Knowledge and Enterprise Modelling
Business Process Modelling
Capability, Goal Modelling, User Modelling and Profiling
Case Based Reasoning
Planning
Workflow Systems
Knowledge integration, specialisation and reuse
Inconsistency checking and critiquing
Automatic support for collaborative discussion, argumentation,
topic tracking and maintenance
Jessica Chen-Burger
What can AI contribute to KM ?
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Knowledge engineering techniques:
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Knowledge acquisition
Knowledge capture
Knowledge modelling
Knowledge sharing
Knowledge reasoning and inferencing, e.g.
» Workflow system
» Knowledge verification, validation and critiquing
» Knowledge argumentation and conflict resolving
– Knowledge use and re-use
Jessica Chen-Burger
Proposal: A KM Approach that is
aligned with Organisational Goals
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The process of KM is a recursive one, since an organisation
evolves with its goals and objectives while its external
environment changes; its members, the employees, also change
with time.
The KM process may be described as below:
– Identification of Organisational Goals and Scoping of KM
project;
– Capturing and Creating Knowledge;
– Evaluation of Knowledge;
– Planning: aligning organisational goals, knowledge assets and
(current and future) knowledge requirements;
– Use and Re-use of Knowledge;
– Re-shaping the organisation.
Jessica Chen-Burger
Proposal:
KM: An AI Approach
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Multiple Perspective Enterprise Modelling
Design Principles:
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A set of complimentary models;
Intuitive visual style;
Structural methodology guided;
Underlying formal representation;
Ontology based;
Verification, validation and critiquing theory;
Knowledge sharing between different models;
Collaborative support for discussion, argumentation, topic
tracking and maintenance.
Jessica Chen-Burger
The Set of Enterprise Models
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Organisational Goal Model
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Knowledge Asset Model – Capability Model
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Mapping goals and tasks with capability and people
Business Process Model
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Knowledge actors
Knowledge assets
Capabilities of knowledge actors
Types of capabilities
Organisational Goal and Capability Matching Model
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Organisational goals described at different levels
Task based
Mapping knowledge with business operations (blueprint for workflow)
Business KM Strategy Model
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Realising KM in daily working life and in-cooperating with the business’ strategies
in longer-term plans
Jessica Chen-Burger
Motivation
Org. Mid-Term, Knowledge
Use and evaluation
Org. Short Term
Goal = KM/KA project goal
Org. Cap.
Group Cap.
Indiv. Cap.
Org. LongTerm
Task and Goal Oriented
KM planning
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Conclusion:
KM is largely still a puzzle
Jessica Chen-Burger
However, if we catch the golden
snitch -
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There will be a feast awaiting us !!
Jessica Chen-Burger
Selective References
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Thomas H. Davenport, Laurence Prusak: Working Knowledge: How
Organisations manage what they know. Harvard Business School
Press, 1998, 2000
Gerhard Fischer, Jonathan Ostwaid, Univ.of Colorado: Knowledge
Management: Problems, Promises, Realities, and Challenges. IEEE
Intelligent Systems, Knowledge Management, January/February
2001.
Daniel E. O’Leary, Univ. of S. California: How Knowledge Reuse
Informs Effective System Design and Implementation. IEEE
Intelligent Systems, Knowledge Management, January/February
2001.
Ann Macintosh, Ian Filby, Austin Tate: Knowledge Asset Roadmap,
Proceedings of 2nd Int. Conf. On Practical Aspects of KM, Oct. 1998.
Harry Potter Photos used in this document are taken from
http://harrypotterclips.tripod.com.
Jessica Chen-Burger
End of Slides
Thank you for Listening
Jessica Chen-Burger