Knowledge Management(KM)

Dr SB Advani

More than 60% people in the developedworld are knowledge workers*

5%

60%

1940 2000

*(who works) Dr SB Advani

Knowledge Work

Knowledge work is based on the knowledgepossessed by a worker, not on ability toperform physical tasks. It involves thinking,processing information, formulating analyses,recommendations, procedures

In a pure sense, thereare no jobs composed

only of knowledge workor lack of knowledge work

Dr SB Advani

Output of knowledge work.. Diagnoses Instructions Schedules Plans Decisions

Knowledge Work

Activities Diagnosis and problem finding Monitoring and control Organizing and scheduling Planning and decision making

Dr SB Advani

Knowledge Worker

Systems Designer - Elements working together

Software - programmers

Project Manager

Consultants

Doctors

Dr SB Advani

Professor/Teacher

Knowledge

Data Information Knowledge

Data HistoryInformation Processed dataKnowledge Discussed information

Processing SatisfactoryDecision

Dr SB Advani

Ultimate….Knowledge Skills

Practice

Knowledge

Articulable Knowledge

Tacit Knowledge

Dr SB Advani

Basic input is dataImmediate input is information

QualityTimelinessRelevanceAccuracy

Knowledge

Data Information KnowledgeProcessing Satisfactory

Decision

Dr SB Advani

It is important to have...

Of Data/Information

Creation of knowledge...

Information is used for decision making for a new problem at handKnowledge is used for decision making of knownproblem

Dr SB Advani

ProblemData

CollectionProcessing Information Decision

Knowledge

Knowledge Building Model

If not managed properly it can lead to irrationaldecision or resolving the same problem Irrational decision depends on: frame of mind Stress Time constraint Too many alternatives

Knowledge...

Dr SB Advani

Business/Technological Environment

Complex

Data is vast

Processing is not exact most of the time

How to manage knowledge?

A million dollar question is….

Dr SB Advani

Knowledge helps in making rational decision

The question is:How to Manage Knowledge????Thru InformationandCommunication Technologies…..

Dr SB Advani

Develop Knowledge Bankfor help in effective decisionmaking

Expert system - Self learning system Stores management rules Their applications in various situations Rational processing of data Asking right questions

Information and CommunicationTechnologies

Computers/Work StationsLAN/WANInternet/Intranet

Dedicated Software Packages

Dr SB Advani

The Third Wave

Customer

Suppliers

Organization

Dr SB Advani

Extranet

The organizational interaction is extended to suppliers and customersBetter securityRelevant informationHigh SpeedSearch engines suited to organizationSpecific advertisements

Technologies are fastchanging…..*

Up-to-date knowledge regularlyContinued learningContinued training

Dr SB Advani* For example Internet thru cable TV/Electricity

DocumentationIn-house trainingArticulable knowledge sharingCreate environment to capture tacit knowledge

Organizational Knowledge

Impact of Technology on theChanging Nature of Knowledge Work

ClerksStenos

Telephone OperatorsSoftware Developers

DraftsmenDesigners

Systems DevelopersHome workers

Home Businesses

IncreasingDecreasingDr SB AdvaniDr SB AdvaniDr SB Advani

Changing scene of work-Virtual Work

Distant working - Fast Communication Systems Distant Interviews

Distant Education

Benefit to teleworker:Not to commuteWork when convenient

Advantages to employer:Graphics Designers/Programmers are more productive when not distractedExpenses of large office spacesOperate internationally

Dr SB Advani

Well Known ExamplesMedical TranscriptCall CentersHealthcare

Healthcare Center

Office

Patient

Doctor

Doctor

Nurse

Patient

Patient

PatientPatient

Patient

Patient

Nurse

Nurse

PatientPatient

4 men office1000 patients200 nurses50 doctors

Office: Prepare schedules email schedules Purchases Payments Bill collection

PatientPatient

PatientPatientPatient

Dr SB Advani

B2B/B2C - A Knowledge Solution

ProcessSystemDesign

ApplicationSoftware

Internet

NewProcesses

NewSolutions

TransactionalDifficulties

Knowledge

Process KnowledgeSystem KnowledgeDatabase ManagementInternet Software Development

Dr SB Advani

Dangers….

Misuse - Knowledge is power“Net”“Eraser”

“Terminator”“Matrix”Security - Can be copied on a micro discPeople - Change

Dr SB Advani

Knowledge ManagementBusiness world has always been build oninformation/knowledge

Matter and energy are being replaced by knowledgeas primary generator of wealth

There has been change the way business in beingconducted:

GlobalizationCompetitionDevelopments in Information/Communication

Technologies

Why knowledge management has suddenly becomecrucial in the business world?

Dr SB Advani

Knowledge Management…. A Competitive Advantage

New companies with fast communicationCompression of business cycleReducing costsFast changing environment

Knowledge consultants are in demand to keeppace with changes

Information and knowledge networks to come upwith fast/accurate solutions

Dr SB Advani

Issues…..

Sharing of information and knowledgeInformation overloadInformation managementBusiness mixInformation and development skills

Companies of future have to be ready that theirfuture depends on their ability to manage somethingas intangible as knowledge

Dr SB Advani

Knowledge grows when shared...

eKnowledge - For Knowledge Management

Knowledge Centers

Success of Entranet Implementation…Selection of data to be publishedHow the data will be used by the usersInformation “owner”-To keep up dateSelection of web technologiesStructuring of informationSelection of search enginesAwareness drive for knowledge sharing

Data WarehousingData mining for interrogation

Dr SB Advani

Case Study….

Workers Safety and Insurance Board, CanadaEstablished 1915IT System is in place since 1985

6.2 million employees182,000 businessesTook days to find some of the informationHas a dedicated IT DepartmentAny additional software developments took weeks

Dr SB Advani

Extended to every thing people did… to write downdecisions, observations, learnings, best practices...

Employee performance was related to fast solutionwhich meant reuse of knowledge bank-Culture

Company estimated that they saved about $ 1.5 millionduring 1997 by use of Knowledge Management (KM)

1994 Chief Information Officer of the companyinstituted a Rapid Accelerated Development(RAD)team to develop computerized documents andevery one to refer the the bank of knowledge beforedevelopment of any thing new and reuse previouslyproven code

Idea was great success

Dr SB Advani

Tips for implementation of KM...

Thin big-start small-built incrementally

Commitment at team level

Keep it simple

People to document while work in progressOthers to comment. Not to wait until job is over

Built a culture of reuse and askingCulture is more important then technology

For KM to succeed in long run, it must by dynamicand evolving

Dr SB Advani

Emerging technologies…..

Intelligent technologies

Dr SB Advani

Information technologyArtificial IntelligenceSpeech Synthesis

Biotechnology Study of biological systemsGenetic Engineering

Genetic CodingNew Materials

SuperconductorsNanotechnology Controlling at nanoparticle level

Emerging technologies…..

Dr SB Advani

Computers responding to thoughtsBio signals converted to speech

Study of universeTravelling at speed more than light

Matter Energy MatterSearch for new particlesMirrors that do not fog

Quality of food

Dr SB Advani

Possessing knowledge has two advantages:You judge less and you judge better