Knowledge management (KM) tools

Knowledge

management (KM)

tools

Dmitry Kudryavtsev

KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016

School structure & current talk

2

Kudryavtsev

Autumn School “Innovations in KM Practices” is held as part of the project “Innovations in Company Knowledge

Management: Typology, Methodology and Recommendations (INNOVARRA)” conducted with financial support

from Russian Science Foundation grant (project No. 15-18-30048).

KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 3

http://www.gsom.spbu.ru/en/gsom/faculty/fulltime/kudryavcev/




Textbooks

1. Knowledge engineering. Models and methods.

Lan', Saint-Petersburg. 2016. 324 p. (with

Gavrilova T.A., Muromtsev D.I.) (in Russian)

2. Business engineering technologies. Textbook.

Saint-Petersburg: Publishing house of the

Politechnic University. 2014. P. 427. (with

Arzumanyan M., Grigoriev L.) (in Russian)

3. Knowledge management systems and ontology

application. Textbook. Saint-Petersburg:

Publishing house of the Politechnic University.

2010. P. 343. (in Russian)

5

http://lanbook.com/books/element.php?pl1_cid=191&pl1_id=1565

http://elib.spbstu.ru/dl/2/4648.pdf/info




Agenda

1. Knowledge management (KM) tools

2. Selection of KM tools

3. IT infrastructure for KM

4. Knowledge management system examples

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Knowledge

Base

K- Models

Company

Employees

K-sources

Knowledge Process

Codification

KM school Gavrilova 2016


Knowledge Life Cycle

Capture

Sharing

Codification Distribution

Analysis


Overview of KM methods and tools

9

Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt"

In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.


Important comments

• Many tools can be associated to different stages

of knowledge life cycle; the most prominent

associations was used for the classification;

• List of tools is incomplete and open for additions,

but includes popular and often-mentioned

examples;

• Tools are of various nature, IT and non-IT tools

are not differentiated, since everything is

becoming digital.

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KM tools, Sources

12


KM tools, Sources

13


Knowledge capture tools & methods

• Brainstorming

• Survey

• Idea capture and management

• Crowdsourcing

• Content analysis

• Interview

• After Action Review

• Debriefing

• Lessons Learned

• Text mining

• Data mining

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Brainstorming

15

https://dschool.stanford.edu/groups/k12/wiki/196f3/Brainstorming_Rules.html




Idea capture and management:

Idea life cycle and communities

16

Westerski, A.,

Iglesias, C. A.,

Nagle, T. (2011)


Idea capture and management:

Idea life cycle data evolution

17

Westerski, A., Iglesias, C. A., & Nagle, T. (2011). The road from community ideas to

organisational innovation: a life cycle survey of idea management systems. International Journal

of Web Based Communities, 7(4), 493-506.


Knowledge codification tools & methods

Tools

• Library or memory (of lessons learned, projects etc)

• Best practices (guidelines, instructions etc)

• Taxonomy / Ontology

• Wikis

Methods

• Knowledge structuring methods (incl. visual, matrix)

• Knowledge representation methods (frames, rules etc)

• Knowledge reuse methods

• Mathematical models & methods

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Knowledge codification: Organizational memory

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Abecker A., Bernardi A.,

Hinkelmann K., Kuhn O.,

Sintek M. Toward a

Technology for

Organizational Memories

IEEE Intelligent Systems. –

1998. – № 3, 40-48.


Knowledge codification: Knowledge

description in lessons-learned archives

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Abecker A., Bernardi A., Hinkelmann K., Kuhn O., Sintek M. Toward a Technology for Organizational

Memories IEEE Intelligent Systems. – 1998. – № 3, 40-48.


Knowledge codification: Best practices

21

http://bsc.harvard.edu/writing

http://bsc.harvard.edu/files/twenty_tips_for_senior_thesis_writers_revised_august_2012.pdf

http://bsc.harvard.edu/writing





Ontology-based (semantic) repository

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http://ontotext.com/semantic-solutions/dynamic-semantic-publishing-platform/












Knowledge reuse methods & Techniques

Four techniques frequently used in knowledge reuse:

• Module based techniques: a module is a self-contained component of a solution with

defined interfaces hiding the actual implementation. The module has to be used “as is”,

i.e., without changing it, and often will be composed together other modules to a solution.

• Reference Architecture based techniques: architectures in general identify the main

building blocks of a system with their interfaces and dependencies. Reference

architectures are architectures reflecting the common building blocks for a defined

domain which were agreed on by the stakeholders in that domain. Reference architecture

can be considered as technique for knowledge reuse “in the large”.

• Template based techniques: a template is a gauge to be used as a guide in making

something accurately for a defined purpose. A template defines the structure but not the

content; usually no behavioral aspects included.

• Pattern based techniques: a pattern provides solution principles (and how to implement

them) for a recurring problem in a specific context by abstracting from actual application.

A pattern exposes the core elements of the solution (structure and behavior) and

consequences of using it. A pattern cannot be used as it is (unlike a module) but always

has to be adapted for the purpose at hand.

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Sandkuhl, K. (2015). Knowledge Reuse: Survey of Existing Techniques and Classification Approach.

In Business Intelligence (pp. 126-148). Springer International Publishing.


Knowledge distribution

• Advanced Search Tools

• Proactive knowledge delivery (alerts,

recommenders)

• Knowledge package

• Infographics

• Courses

• etc

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Advanced search tools

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Scopus, search results & filtering


Knowledge sharing

• Peer Assist

• Knowledge Café

• Social Network Services

• Expertise Locator / People finder / Who's Who

• Communities of Practice

• Collaborative work/projects

• Mentoring

• Storytelling

• Job/people rotation

• etc

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Communities of Practice

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Retrieved October 7, 2016 from http://www.orthopaedicsone.com/display/Main/Community+of+Practice

http://www.orthopaedicsone.com/display/Main/Community+of+Practice

http://www.orthopaedicsone.com/display/Main/Community+of+Practice


Example: Inter-university Academic Center of

Competence on Enterprise Architecture «EA Lab»

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http://ealab.org/

http://www.slideshare.net/dmitryku/interuniversity-academic-center-of-competence-on-enterprise-architecture-ea-lab

http://ealab.org/

http://ealab.org/






















Knowledge analysis and evaluation

• Knowledge map

• Maturity assessment models

• Knowledge process charts

• etc

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Maturity: Example - Capability Maturity Model (CMM)

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process management includes

deliberate process

optimization/improvement.

the starting point for use of a new or

undocumented repeat process.

the process is at least documented

sufficiently such that repeating the same

steps may be attempted.

the process is

defined/confirmed as a

standard business process.

the process is quantitatively

managed in accordance with

agreed-upon metrics.

The model is based on the process maturity framework.

The term "maturity" relates to the degree of formality and optimization of processes

Watts S. Humphrey Managing the Software Process. Addison-Wesley, 1989.


Maturity model for KM (fragment)

31 A Model of Organizational Knowledge Management Maturity based on People, Process, and Technology

L.G. Pee, A. Kankanhalli, 2009


“Social business and new media technologies are becoming the new normal.

BUT this does not mean that firms are abandoning tried-and-true KM approaches like

lessons learned and communities of practice.” APQC


Knowledge typology

KM methods and tools

Knowledge domains

Domain-specific KM methods and tools

Triad

Idea

Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt"

In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.



Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt" In

proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.



35

Domain Methods and tools Sources

Customer KM Marketing research, sentiment analysis, design

thinking tools etc.

(Gibbert et al, 2002;

Paquette, 2005)

Nuclear KM Probabilistic safety analysis/Probabilistic risk

assessment models (PSA/PRA models), three-

dimensional computer aided drafting and design

(3-D CADD), equipment reliability models (IAEA,

2011) etc.

(IAEA, 2006; IAEA,

2011; IAEA, 2012)

Knowledge

about

organization

Enterprise architecture management tools and

methods

Product

knowledge

Product lifecycle management tools and methods





Domains Publications

by object of

knowledge

Technology

knowledge

Ferdows K. Transfer of Changing Production Know-How //Production and Operations Management.

– 2006. – Т. 15. – №. 1. – С. 1-9.

Customer

knowledge

Gibbert, M., Leibold, M., & Probst, G. Five styles of customer knowledge management, and how

smart companies use them to create value // European Management Journal, 2002. 20(5). С. 459-

469.

Paquette, S. Customer Knowledge Management, in: The Encyclopedia of Knowledge Management,

D. Schwartz (ed.), Idea Group, 2005, С. 90-96.

… …

by Industry

Nuclear energy Knowledge Management for Nuclear Industry Operating Organizations, IAEA-TECDOC-1510, 2006;

Comparative Analysis of Methods and Tools for Nuclear Knowledge Preservation, IAEA Nuclear

Energy Series No. NG-T-6.7, 2011;

Knowledge Management for Nuclear Research and

Development Organizations, IAEA-TECDOC-1675, 2012.

Software

engineering

Ntioudis S. et al. D1: Report describing state-of-the art KM in Software Engineering. in: “Tightening

knowledge sharing in distributed software communities by applying semantic technologies” project.

2006.

Bjørnson F. O., Dingsøyr T. Knowledge management in software engineering: A systematic review of

studied concepts, findings and research methods used //Information and Software Technology. –

2008. – Т. 50. – №. 11. – С. 1055-1068.

… …

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Nikita Plyasunov. Master Thesis (Supervisor: Dmitry Kudryavtsev)

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Knowledge FROM customer


Instruments and methods of capturing

knowledge FROM customers

Nikita Plyasunov. Master Thesis (Supervisor: Dmitry Kudryavtsev)


Selection of KM tools (KM strategy)

40

What are the most

relevant tools

- for our company

(department)

- in a current situation?


Factors for selection of KM tools

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Factors Possible values

Knowledge process

task

Knowledge capture; Knowledge codification; Knowledge sharing;

Knowledge distribution; Knowledge analysis & evaluation

Company’s strategy Operation excellence; Innovation and product leadership; Customer

intimacy; Business growth and extension

Knowledge domain Customer knowledge; Knowledge of company’s products/services; Process

knowledge; Knowledge of the company and business organization

Knowledge-related

goals

Reduced time for required information search; Keeping critical knowledge;

Improved knowledge exchange; Transmission of advances

experience/practices; Application of accumulated knowledge, etc.

KM maturity level Depends on the chosen model

Functional areas Production, Procurement, Sales, Finances, Human resources management

Knowledge types and

properties

Explicit knowledge; Implicit knowledge; Modality (texts, drawings, tables,

diagrams, formulas); Uncertainty, Complexity, Ambiguity, Equivocality

Quantitative benefits Increase in revenues, costs reduction

Duration of

implementation

Natural number

Implementation costs Natural number

Company size Natural number

Influence degree Team; Department; Enterprise


Company’s strategy - KM tools

42

Barnes S., Milton N. Designing a Successful KM Strategy - A Guide for the

Knowledge Management Professional. Information Today Incorporated. 2014.


Knowledge-related goals – KM tools

43

Source: Molten


Knowledge types & domains - KM methods and tools

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Independent

variable Dependent variable

Influence

contextual

factors

Source / Justification (article, expert opinion)

Typology:

Knowledge

aspect

Methods & tools:

Knowledge mapping

methods

Kudryavtsev D., Gavrilova T., Leshcheva I. One

approach to the classification of business knowledge

diagrams: practical view // IEEE 2013 Federated

Conference on Computer Science and Information

Systems (FedCSIS), Krakow, September 8-11, 2013. P.

1259-1265.

Typology:

Uncertainty level

Complexity level

Ambiguity level

Equivocality level

Methods & tools:

IT tools

Zack M. H. The role of decision support systems in an

indeterminate world //Decision Support Systems. – 2007.

– Т. 43. – №. 4. – С. 1664-1674.

Typology:

Category

Methods & tools:

Knowledge

formalization methods

Typology:

Level,

Structure,

Automation,

Modality,

Generality

De Jong, T., & Ferguson-Hessler, M. G. (1996). Types

and qualities of knowledge. Educational

psychologist, 31(2), 105-113.

Domain:

Stages of design

process

Typology:

Modality

Methods & tools:

Knowledge

formalization methods

Chandrasegaran, S. K., Ramani, K., Sriram, R. D.,

Horváth, I., Bernard, A., Harik, R. F., & Gao, W. (2013).

The evolution, challenges, and future of knowledge

representation in product design systems. Computer-

aided design, 45(2), 204-228.

… … … …




IT infrastructure for KM:

Typical components of knowledge portal

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Knowledge portal

Advanced search

Content

Documents

Video

Wiki Blogs Communities of

practice

Forums Idea capture and

management

Taxonomy

Social services, online communication

Inte

gra

tion m

odule

s

unknown author


Architecture of enterprise knowledge

Infrastructure

46

Maier R., Hädrich T., Peinl R., Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.


KM service infrastructure, concept

47

R. Maier, T. Hädrich, R. Peinl, Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.


KM service infrastructure, example

48

R. Maier, T. Hädrich, R. Peinl, Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.


IT tools for KM

49

Kudryavtsev D., Gavrilova T. Intelligent Service-Oriented Enterprise Architecting for Knowledge Portals Design: Fusion of Approaches.

Proceedings of the 18th FRUCT & ISPIT Conference, 18-22 April 2016, Technopark of ITMO University, Saint-Petersburg, Russia. pp. 528-533.


Light-weight IT services for KM

50

File hosting service

For storing and sharing

content

Social network For communities, expert

search, news

Video hosting service


video

Instant messaging,

Voice over IP

For coordination and

communication

Email & mailing lists


communication Shared documents

& workspace

For collaboration


Example of usage of IT tools for KM

Inter-university Academic

Center of Competence on

Enterprise Architecture

http://ealab.org/

File hosting service


content

Social network For communities, expert

search, news

Video hosting service


video

Instant messaging,

Voice over IP


communication

Email & mailing lists


communication Shared documents

& workspace

For collaboration

+ Webinar service

For knowledge transfer

and preservation

http://ealab.org/

http://ealab.org/


Knowledge management system examples:

ТНК BP (a part of Rosneft now)


Knowledge Management in Schlumberger

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Rosatom



Gazprom Neft



Yandex

• Желтые страницы

• Wiki

• Списки рассылки

• Багтрекер

• Общая система контроля версий

• Социальная сеть (этушка)

• Планировщик

• Библиотека

• Внутренний журнал

• Внутренние и внешние семинары (а также ШАД, ШРИ, ШМЯ)

• Тренинги для сотрудников

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THANK YOU

Questions?

Kudryavtsev Dmitry Vyacheslavovich

[email protected]


https://www.linkedin.com/in/dmitry-kudryavtsev-325a7b5

https://twitter.com/kudryavtsev_d