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From Bill Jett, Knowledge Management and Metrics Specialist, Seventeenth Coast Guard District.
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Knowledge Management
Bill Jett
District 17
Knowledge Management and Metrics Specialist
Knowledge Management
How Much Knowledge Is There In The World?
Library of Congress – Books – 20 million - 20 terabytes at 1 MB Photographs – 13 million – 13 Terabytes at 1 MB Maps – 4 million – 200 TBMovies – 500 thousand – 500 TB at 1 GBSound Recordings – 3.5 million – 2000 TB at 1 audio cdTotal Estimate: 3,000 terabytes
* 1 Terabyte = 1000 Gigabytes
Knowledge Management
The Data-Wisdom Pyramid
WISDOM
KNOWLEDGE
INFORMATION
DATA – FACTS - FACTOIDS
Knowledge Management
----------------------------------------------------------------- "If only HP knew what it knows it would make three times more profit tomorrow" Lew Platt, ex CEO Hewlett Packard ----------------------------------------------------------------- "Knowledge Management is the discipline of enabling individuals, teams and entire organisations to collectively and systematically create, share and apply knowledge, to better achieve their objectives" Ron Young, CEO/CKO Knowledge Associates International
Knowledge Management
----------------------------------------------------------------- "Most activities or tasks are not one-time events. Whether its drilling a well or conducting a transaction at a service station, we do the same things repeatedly. Our philosophy is fairly simple: every time we do something again, we should do it better than the last time". Sir John Steely Browne, BP, Harvard Business Review, 1997. ----------------------------------------------------------------- "The capabilities by which communities within an organisation capture the knowledge that is critical to them, constantly improve it and make it available in the most effective manner to those who need it, so that they can exploit it creatively to add value as a normal part of their work" GlaxoSmithKline -----------------------------------------------------------------
Knowledge Management
----------------------------------------------------------------- "Knowledge management will deliver outstanding collaboration and partnership working. It will ensure the region maximizes the value of its information and knowledge assets and it will help its citizens to use their creativity and skills better, leading to improved effectiveness and greater innovation". West Midlands Regional Observatory, UK ----------------------------------------------------------------- "We recognise that our most important asset is people and their knowledge. We understand Knowledge Management (KM) as the cultivation of an environment within which people are willing to share, learn and collaborate together leading to improvement". Care Services Improvement Partnership (CSIP) ------------------------------------------------------------
Knowledge Management
A system that provides the user with the explicit information required, in exactly the form required, at precisely the time the user needs it.Frank McKenna (San Diego, CA USA)
Knowledge Management
Baldrige National Quality Program, Section 4.2 Management of Information, Information Technology and Knowledge
Quality and Availability of needed data, information, software and hardware for the workforce, suppliers, partners, collaborators and customers.
Continued Availability (data, information, systems), accuracy, integrity, reliability, security, confidentiality, user-friendliness, current with business needs, timeliness (from need to fulfillment).
Knowledge Management
Core Components Of Knowledge Management
People
Organizations
Processes
Technology
Knowledge Management
Knowledge Management Environment
Repeating events or circumstances
Trust – Collaboration
Managerial Shell
Stakeholders (co-workers, workforce, suppliers, partners, collaborators,
customers)
Knowledge ManagementObjectives Of Knowledge Management
ProfitAchievement
Process Improvement (Time, Resources, Effectiveness)
Product ImprovementService Improvement
Knowledge ImprovementCreativity / Innovation
Adaptation (changing environments or markets) Add Value
Competitive AdvantageReduce Costs
Reduce TrainingReduce Waste of Resources
Increase ProductionSolve Problems
Retain Intellectual Assets
Knowledge ManagementApproaches To Knowledge Management
Collectively – group process
Systematically – structured, organized
Prescriptively – In exactly the form required. Made available in the most effective
manner.
Targeted – To those who need it.
Knowledge Management
Human Structures
Individuals
Teams
Organizations
Knowledge ManagementProperties Of Knowledge Management
Availability AccuracyIntegrity
ReliabilitySecurity
ConfidentialityRelevance
User-friendlinessCurrency (with business needs)
Timeliness (from need to fulfillment)
Knowledge ManagementProcesses In Managing Knowledge
IdentifyCreateCollect
Store / RetainShare / Transfer / Make Available
ApplyFeed Back / Corrective or Enhancing
Actions
Knowledge Management
Identification Identification is the process of determining target knowledge; identifying knowledge of value versus non-value added information. It includes identifying target users.
CreationThe creation of knowledge is required where it did not previously exist. And it must be created in a manner that can be passed on to the next stage.
Knowledge Management
Collection / CaptureCapturing refers to collecting knowledge in a permanent manner that allows it to be stored and then made available. Collection processes can include structured analysis, interviews, mind mapping, process mapping.
Knowledge Management
Storage Storage refers to the manner in which knowledge is preserved and accumulated. Storage media includes hard copy text and pictures (books, paper, etc), magnetic media, optical diskettes. On a larger scale libraries, operation centers, disk farms, web-world. Each manner of storage has their own methods of identifying information locations and retrieval processes, which impacts the following stage of Availability.
Knowledge Management
Sharing – Transfer – Making Available
Availability is the manner in which stored knowledge is disseminated or served to other people or systems. The information can be pushed, pulled or served as a combination to end-users. For example E-mail, or search
Knowledge Management
Apply How do the stakeholders make use of the knowledge to achieve one or more of the objectives.
Feeding BackTaking corrective or enhancing actions. How does the knowledge management process close the loop and feed back its own lessons learned to improve the targeted processes as well as to improve the knowledge management process itself.Example: SEI CMM Lessons learned vs correcting the problem.
Knowledge ManagementMethods / Techniques
Historical:
OJT
Apprenticeships
Mentorship
Public forums
Documents
Libraries
Knowledge ManagementTechnical Adaptations:
Storage Media
Knowledge Bases
Expert Systems
Knowledge Repositories
Decision Support Systems
Computer Supported Cooperative Work
Knowledge Management
Next Generation:
Connectivity Tools (networks)
Internet
Tele-Communication devices
Social Media (Wiki, Blog, ??)
Knowledge Management
Objective(s) MethodOJT /
Mentorship
MethodKnowledge
Base
MethodWiki / Blog
Reduce Training X
Retain Intellectual Assets
X
Creativity / Innovation X
Knowledge Management
Processes MethodOJT / Mentorship
MethodKnowledge Base
MethodWiki / Blog
Identify
Create
Collect
Store / Retain
Share / Transfer / Make Available
Apply
Feed Back / Corrective or Enhancing Actions
Knowledge Management
THANK YOU
QUESTIONS / COMMENTS
Bill Jett
District 17
Knowledge Management and Metrics Specialist
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