Knowledge Management
List the Roles in Knoweldge Management
- CKO (Chief Knowledge Officer) - Knowledge Manager/s - Champions / brokers - Knowledge worker --> KM is usually not a fulltime job. it is mostly integrated into a management functions / positions / roles.
Which subcategories does the Knowledge Types "Tacit" consist of
- Cognitive Tacit - Technical Tacit
What is Extraneous cognitive load
- Complexity tied to the ways in which information is presented - High load through superfluous process that do not directly contribute to develop understanding / learning Example: XXIII * IV = ?
Explain how blogs infleunce knowledge distribution internally, externally and as corporate use.
- Corporate use : foster employee engagement, demonstrate expertise etc. - Internal blogs : foster knowledge exchange among employees - External blogs : B2B or B2C; marketise products, services, respond to criticism, clarify policies, explain values etc.
List some Productivity challenges
- Employees get 60-75% of their infromation directly from other people - 20% of work time is spend on emails each day. - 80% of the organizational digitized information resides on individual hard drives and perosnal files - Negative relationships between job turnover (about 20%) and organizational performance - suffering significant setback from losing key staff (client or supplier relations --> loss of income)
Definition and Example of Knowledge Type: Tacit
- Everything you do without thinking. (Intuitive) - Knowledge embedded in the human mind through experience e.g Cycling (holding balance and steering) or how to deal with different people - It cannot be codified and documented, explained.
Explain the key principles of design research
- Going into the field : participant observation and interviews understanding the current situation - Scenario based design: using stories as communication tools to mediate between different project stakeholders - Experiments - determining effectiveness of selected key functionalities
Which types of cognition knowledge exist and describe them?
- Internal cognition: processing by using mental models - External cognition: processing with help of external representation (text, graphics, etc.)
Definition and Example of Knowledge Type: Social
Created by and inherent in collective actions of a group Example: Norms for inter-group communcations
What is meant with a bottom up knowledge system
Formalizing (codifying) informal knowledge
What is Knowledge?
Information + Experience --> Transforming through experience, personal application
Describe what is Knowledge Identification?
Know what internal and external data, information, and capabilities you already have and increase internal knowledge transparency. Technology helps to create transparency but people must be integrated in the process as personal contacts to enable talks between knowledge suppliers and knowledge demanders.
Definition and Example of Knowledge Type: Declarative
Know-about Example: What drug is appropriate for an illness
Definition and Example of Knowledge Type: Procedural
Know-how Example: How to administer a particular drug
Definition and Example of Knowledge Type: Conditional
Know-when Example: Understanding when to prescribe the drug
Definition and Example of Knowledge Type: Causal
Know-why Example: Understanding why the drug works
Definition and Example of Knowledge Type: Relational
Know-with Example: Understanding how the drug interacts with other drugs
What is Mastery / Expertise?
Knoweldge enriched through practice
Definition of Knowledge Management
Knowledge Management refers to identifiying and leveraging(Nutzung) the collective knowledge in an organization to help the organization compete
Describe what is Knowledge Goals?
Normative, Strategic and operational Knowledge Goals
What is Cognitive offloading?
Use a technique/system in order to not use too much of your brain power (calculator, emailfilter, excel, graphical representation etc.)
What is meant with ""Collective or organizational memory"?
"Collective or organizational memory is defined as the means by which knowledge from the past, experience, and events influence present organizational activities". Organizational memory extends beyond the individual`s memory to include other components such as - organizational culture - structure (e.g., formal organizational roles, processes), - ecology (physical work setting) and - information archives (both internal and external to the organization)."
describe how communities of practice can be "managed"
"Cultivation" - Identify potential groups/communities (interviews) - Bring together the right people (motivation and competencies) - Provide (infra-) structure (top-down support, time/budget, technology - Creation of sub-communities - Measure outcomes in non-traditional ways --> Challenges: time delay, causality; benefits occur in teams
What is meant with "indivdual memory"?
"Individual memory is developed based on a person`s observations, experiences, and actions."
What are the building blocks of Knowledge Management?
- (Knowledge Goals) - Knowledge Identification - Knowledge Acquisition - Knowledge Development - Knowledge Distribution - Knowledge Preservation - Knowledge Use - (Knowledge Measurement)
Describe what is Knowledge Measurement?
- Biggest challenge in the field of knowledge management --> no tested tool box of accepted indicators and measurement processes - Cost of measuring knowledge is often seen as too high or socially unacceptable - Nevertheless, knowledge measurement holds considerable potential value - "If you can visualize it, you can measure it, and if you can measure it, you can manage it for continuous improvement." is it used more often than last year it indicates it is useful for example.
What are Knowledge Management Tools
Knowledge management tools refer to any kind of IT based tools that support the identification, development, distribution application and preservation of knowledge in support of corporate, strategic and operational knowledge goals.
What is the main difference between AI (Watson) and prior systems from a KM perspective? Which KM building blocks/ does Watson address (mostly)?
Knowledge use / persistence / development
Describe the form and purpose of a peer assist
Peer assist: is problem solving in a group of approximately 8-10 people
How does AI and Machine learning influence the building blocks of Knwoeldge Management
- Knowledge Development due to Data mining / Machine Learning - Knowledge Identification - AI for intelligent search function - Knowledge Distribution - Cross-organisational, AI driven KM system
Definition and Example of Knowledge Type: Cognitive Tacit
- Mental models - involves only brain skills (talk with people)
Describe the three Knowledge Goals
- Normative knowledge goals: deal with the creation of a "knowledge-sensitive" corporate culture, in which sharing and development of know-how create the preconditions for effective knowledge management. - Strategic knowledge goals: define organizational core capabilities and describe the future knowledge needs of the company. They determine the desirable competence portfolio for the future and are therefore an extension of the company's traditional planning processes. - Operational knowledge goals: make sure that normative and strategic knowledge goals will be translated into action. For example, a typical operational knowledge goal might be the accessibility of all internal documents in the company via a suitable intranet, or the definition of a level of English-language skills that must be met by certain employees.
What are the Knowledge Management Approaches?
- Part of strategic management (innovation reviewing) - Systematic development of competence networks in organizations - Development of an organization into a learning organization - Introduction of a culture of sharing, linking and innovating - Information technology can support knowledge management
What are barriers to knowledge sharing (reasons for withholding knowledge)?
- Profit (exploiting lack of knowledge in a market) - .. When employee are in competition - Language Barrier - Existing Corporate Culture - Selfish mindset - Abuse of knowledge - legally forbidden to share - Lack of time to share knowledge - introverted - arrogance & entitlement
Explain principles, formats and purposes of scenarios
- Scenarios are stories. They are stories about people and their activities... They include or presuppose a setting, agents or actors with goals. - Scenarios have a plot; they include sequences of actions and events, things that actors do, things that happen to them, changes in the circumstances of the setting and so forth. - Scenario representations can be elaborated as prototypes, through the use of storyboard, video and rapid prototyping tools - a usecase is more abstract than e scenario many scenarios in a usecase
Explain the ways and stages in which knowledge is processed in an organisation's knowledge spiral
- Socialisation - Tacit-Tacit: Learning tacit secrets by observation - Externalisation - Tacit-Explicit_ Translating insights into explicit knowledge to inform team - Combination - Explicit-Explicit: Team compiles knowledge in form of workbook & new product - Internalisation - Explicit-Tacit: By creating product, team members enrich own tacit knowledge base
Describe the form and purpose of story telling
- Stories are narratives: episodes that convey emotions - one of the most effective and influential techniques: passing on values and creating vision. - Make tacit knowledge (feelings, emotions) more explicit - Stories have been an essential driver of change throughout human history. - Areas: politics, culture, art, marketing, leadership and knowledge management
List some reasons for knowledge sharing
- Sympathy - Problem solving - generally knowledge enhancement - Shared understanding of a problem -> more brains to solve it - Organizational tasks/guidelines - inputs from others - important information for other projects - Informing people of injustices (witnesses in crime) - If the success of a project can profit every part - Passing work
Describe what is Knowledge Distribution?
- Who should know what ← Access Rights - Support of distribution ← technical knowledge distribution infrastructures: all instruments of computer-supported cooperative work. - knowledge available at various places
What is a DSS and which building block does it address?
- business or organizational decision-making - use of models or analytic techniques *with traditional data access - Levels of automation --> Knowledge use
What is meant with shift to a knowledge society
- generate value with their minds more than with their muscles - knowledge as more crucial economic resource than land, labor or financial assets --> "post-capitalist society"
Definition and Example of Knowledge Type: Technical Tacit
- know-how applicable to specific work - involves manual skills (surgery, downhill)
What is a champion?
- knows where knowledge is stored - their core mission is to be a guiding and supportive influence on each department.
Explain the purposes of communities of practice (COP)
- network of practice -bringing people from different sections together to take problems together - knowledge development - Essence: Groups of people bound together by shared expertise and passion for a joint enterprise, fostering new approaches to problems - Purposes: drive strategy, generate new lines of business, solve problems, promote spread of best practices, develop professional skills and help recruit & retain talent.
Describe what is Knowledge Use?
- productive deployment of organizational knowledge in the production process -->how make people use it - user of knowledge has to see a real advantage in order to adopt it - e.g: knowledge fairs, advisory boards, champions communities, internal media channels, and electronic platforms on groupware/intranet.
Describe what is Knowledge Preservation?
- selecting valuable knowledge for preservation, ensuring its suitable storage, and regularly incorporating it into the knowledge base (e.g.wiki) - not finding infos (quickly) = High costs - Preserve only information that will be usable for a third party in the future. Everything else only costs time and reduce confidence in the quality of the documentation system
List potential tools in Knowledge Distribution and Documentation
1) Pull - Search machines, all kind of data repositories, Bots 2) Push - NL, email, online training 3) Hybrid (pull and push) - social networks, social media in general
List potential tools in Knowledge Development
1) Social interaction: - Synchronus_ Videoconference, 3D-Environments - Asynchronus (Wiki, google docs..) 2) Human-Computer Interaction: Data mining, big data, machine learning
List potential tools in Knowledge Application and Use
1) Specifically: - Decision support tools - Bots - AI-solutions (Watson) 2) Generally: all distribution channels
What and to which % is included in "Effective Knowledge Management"
80% Organizational processes and human factors --> human > processes 20 % Technology
Describe the form and purpose of after action review (AAR)
After action review: is to reflect on the lessons learned after a taks and use it for the next time. An after action review (AAR) is a structured review or de-brief (debriefing) process for analyzing what happened, why it happened, and how it can be done better by the participants and those responsible for the project or event.
Definition and Example of Knowledge Type: Explicit
Articulated, generalized knowledge - Can be codified and documented, explained → guides, reports, memos etc. - Owners manual when buying an electronic device → if it is only read it is information if it is applied it gets knowledge. Example: Knowledge of major customer in a region
Definition and Example of Knowledge Type: Individual
Created by and inherent in the individual Example: Insights gained from complete project
What is Information?
Data + Relevance --> Adding meaning, understanding, relevance and purpose to Data
What is Intrinsic cognitive load
Direct function of the complexity of the performed task and the cognitive capacity of the learner. Example = 23 * 4 = ?
What is Distributed Cognition (Specific Explenation)?
Distributed cognition refers to a process in which cognitive resources are shared socially in order to extend individual cognitive resources or to accomplish something that an individual agent could not achieve alone.
Explain the role of experiments in a design research context
EXPERIMENTS SHOULD ANSWER A KEY QUESTION!!!!
What is the prupose of yellow pages, knowledge directions for knowledge identifcation
Enable effective and efficient use and/or share of existing knowledge by connecting people who need particular knowledge and people who own the knowledge
Difference between Explicit and Implicit / Tacit knowledge?
Explicit can be learned by reading a document for example whereas implicit/tacit knowledge has to be experienced in order to be learned.
Create and apply a scenario in a design research context
Jack is a sales at Siemens AG and he is responsible for all customers in the east of switzerland. The customer Swissbikes AG has made an request for renewing a part of their main bike producing machine. Before Jack is going to meet with the customer, he wants to gather all important information about swissbikes. Therefore, he accesses the CRM system Salesforce and prints out swissbikes' profil. After that he studies the profile, while he is traveling to the customer and arrives at the customer well informed.
Describe what is Knowledge Development?
Knowledge development consists of all the management activities intended to produce new internal or external knowledge on both the individual and the collective level.
How can mobile technology be used to facilitate bottom up knowledge systems
The combination of speech , image & and image annotation results in most effective knowledge transfer therefore mobile technology supports significantly the creation bottom up knowledge systems
Describe what is Knowledge Acquisition?
The explosive growth of knowledge has made it very hard to build up the knowledge a company needs for success therefore they often buy knowledge. Import channels: - Knowledge held by other firms: Take over a company, joint venture - Shareholder Knowledge: involving customers early in the product-development process can generate valuable information about their needs - inexpensive! - Experts: Recruit specialists (consultants) either as full-time staff members or for temporary employment. - Knowledge Products: Software, patents, CDs - they do not create capabilities by themselves!
Definition and Example of Knowledge Type: Pragmatic
Useful knowledge for an organization Example: Best practices, business frameworks, project experiences, engineering drawings, market reports
What is Distributed Cognition (Our Explenation)?
not just the brain but the whole environment that helps you fulfill a task. Examples: - Aviation --> support systems - IT --> collaborative tagging - Clinical Workplace - Kitchen (Miece on place ;) )
