09 - Knowledge Management

Express the concepts of KM.

1. Data: The nature of data is raw, and without context it can exist in any form, usable or not. 2. Information: Data that have been given meaning. 3. Knowledge: Information that when combined with understanding enables action.

List an example of how management's attitude can hinder KM.

For example, managers may assume that employees on a knowledge portal are surfing for personal information and not searching for information or collaborating with others about issues related to work.

Define the goals of KM.

to create the right balance between the information and the actions of people requires both technology and live teamwork, collaboration, and other forms of person-to-person interaction are essential

What is ATD's definition of Knowledge Management? (LS 9.1) CN:

• Explicit • Systematic Management • creating, gathering, organizing, retrieving, leveraging • improving organizations and the people KM is the explicit and systematic management of intellectual capital and organizational knowledge. It includes the associated processes of creating, gathering, organizing, retrieving, leveraging, and using intellectual capital for the purposes of improving organizations and the people in them.

List the components of KM.

• Collaboration and the ability to connect individuals or groups. • Nature of expertise and access to experts. • Employee access to communities of practice (CoPs) to post issues, solve problems, or discuss key topics: • Connecting groups of people with systems and applications: . • Real-time information available to people who need it, when they need it: • Depth and scope of organizational knowledge:.

Define best practice processes with regard to KM, and list several examples.

• Collaboration: Involves two or more people, departments, or companies working together for the success of their people, processes, and future livelihood. • Information chunking: This type of information is often seen in technical reports as text boxes or table information. • Readability: KM requires capturing and organizing documentation in a logical way to convey understanding. • Personification: For example, when an organization looks at best practice information for customer service at Lands' End and Dell, it must recognize that customer service in these two organizations is dissimilar. For that reason, Lands' End may look at Dell's customer service practices and filter them to work in Lands' End's environment, systems, and processes. • Pursuit and exploitation: Organizations need to encourage, and perhaps even reward, employees for actively seeking out new information and applying the key concepts and ideas that result from sharing this information. • Measurement for performance improvement: For example: benchmarking.

List the key principles of knowledge mapping.

• Knowledge is transient. • To build trust and facilitate sharing information in an organization, explain the goal of this process and establish boundaries. • A number of forms of knowledge need to be identified and gathered. • Knowledge resides in many locations in an organization. • Awareness of organizational levels, cultural issues, reward systems, and timeliness of rewards is essential to ensure success of the knowledge-mapping process. • Pay attention to the value of information being shared, such as legal processes and protection of patents, trade secrets, and trademarks.

Explicit Knowledge (LS 9.1.1) CN:

• includes information that has been documented • can be shared with someone. One of two types of knowledge the other is Tacit

Define the purpose and process of knowledge mapping in an organization.

• taking an inventory of what people in the organization have documented • surveying what information has been entered into information systems • identifying employees' external sources of information, such as websites. Process includes: • Knowledge surveys • Knowledge Audits

Define two means of capturing knowledge in an organization.

- Record brainstorming sessions. - Establish guidelines for problem solving and for documenting discussions and their results online. This helps employees learn from the experiences of others by using the organization's intranet. - Convene employees from several disciplines or cross-functional areas to share information about current issues. Give them real problems to solve and increase their commitment to problem solving with the knowledge they gain in the process.

List five effects of KM in an organization.

9.3.9.1 Introduction of Metrics 9.3.9.2 Implementation of Metrics 9.3.9.3 Improved Quality of Information 9.3.9.4 Information Updates 9.3.9.5 Cost and Productivity Benefits 9.3.9.6 Improved Customer Metrics 9.3.9.7 Improved Staff Morale

How is knowledge mapping accomplished? (LS 9.7) CN:

Business Process Analysis Business process analysis is a structured method of documenting business rules and functions to reveal inefficiencies and highlight strengths.

List three examples of how reward and incentive systems can support a KM initiative.

Companies can reward employees for - sharing specific knowledge, - facilitating KM processes - documenting best practices, and - using other KM support tools.

Define document management systems, user-generated content, and collaboration tools, and the role they play in supporting KM in an organization.

Document management systems commonly offer check-in, Document management systems commonly offer check-in, check-out, storage, and retrieval of electronic documents. 9.4.4 User-Generated Content As organizations and individuals populate the KM landscape with learning content, this rich source of content can be leveraged to increase organizational learning, drive new innovations, and improve the bottom line. 9.4.4.1 Collaboration Tools Knowledge-sharing products help with collecting and exchanging information in an organization.

Explain the role of KM repositories.

Knowledge repositories organize information to make it easier for learners to retrieve.

Tacit Knowledge (LS 9.1.1) CN:

Personal knowledge, in one's head • knowing how to do something based on experience • judgment, insights, experience, and know-how, as well as personal beliefs and values. One of two types of knowledge the other is Explicit

What is the Business Process Analysis Tool / Technique - Malcom Baldridge? (LS 9.7.3.4) CN

Quality award benchmarking

What are several types of analysis tools and techniques to facilitate business process analysis

Six Sigma DMAIC Six Sigma IPO Flow Charts Evaluation Methods

Types of knowledge

Some types of knowledge include: - tacit and explicit, formal and informal - codified and personified - internal and external - short life cycle or permanent

Describe the key differences between content management systems (CMSs) and learning content management systems (LCMSs).

The goal of a LCMS is to manage content in a highly accessible, automated database where the work of many training professionals is combined into one centralized hub. In many cases the content is organized around learning objectives. • Faster development: • Collaboration: . • Reuse: . • Quick global updates: .

Describe the importance of understanding corporate culture and leadership prior to implementing a KM initiative.

The values, beliefs, behaviors, customs, and attitudes of an organization help people understand its goals, processes, and what is important.

Is Knowledge Management informal learning? (CN)

Yes

Describe the process for establishing KM support in an organization.

• Begin with projects specific to the organization. • Tie the projects directly to business requirements and opportunities. • Keep the language simple and focused. • Capitalize on the fact that most employees are adept at using mobile devices to access the Internet when seeking knowledge and information. • Start with a small pilot program. Involve the people who will use the information, systems, tools, and processes from the start. • Decide what can and cannot be included as "knowledge."