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Global Knowledge Management Framework - how to make sense of research in knowledge management in international settings, how to analyze culture, what are main barriers?
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Global Knowledge Management Framework: Understanding Knowledge
Management in Globally Distributed Settings
ECKM 2011
Jan M. Pawlowski, Markus Bick
02.09.2011
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…Jyväskylä, Finland…
Source: [http://www.jyu.fi/, http://www.jyvaskyla.fi/]
Introduction – Global Knowledge Management
Geographic dispersion– Level of dispersion– Synchronicity
Organizational issues– Type of stakeholders– Type of projects– Complexity
Individual Issues– Perceived distance– Trust
Methodology and processes– Systems methodology– Policy and standards
Culture– Knowledge & communication
Some Issues
Coordination
Communication
Culture and Awareness
Technology Support
Process Alignment
…
Global Knowledge Management Framework
Just another Framework? – Describing and relating potential influencing
aspects, such as systems, processes or instruments
– Understanding the inter-relations in global settings
– Learning how to apply in in practice…
Utilization: – Guideline which aspects should be taken into
account– Research tool
Specific for global KM
Context
Culture
Str
ate
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Ins
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Kn
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Pro
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Results
Performance Knowledge …
Processes
Intervention A Intervention B Intervention N
Validation, Feedback, Improvement
External Processes
Business Processes
Knowledge Processes
Stakeholders
Society Organization Individual
embedded in
Improved by
performruns
change
use
influences
Support
Measuredby
Measuredby
enable
guide
influences
create
measures
influences
influences
enable
Global Knowledge Management Framework
Context– Society: (National, regional) culture,
legal aspects, infrastructure, …– Organization: Culture, Strategies,
Structure, Processes, …– Individuals: Characteristics, preferences,
knowledge / skills / competences, barriers
Main challenge: Understanding and representing influence factors
Knowledge Management FrameworkProcesses
Types of processes– Business process (related to the creation of
products and services)– Knowledge process (supporting knowledge
activities around the business process) – External process (inter-organizational, distributed)
Main challenge: Integrating business- and knowledge processesIncorporating awareness processesIncorporating culture reflection processesReflection processes on how knowledge is understood
Global barriersChallenges faced in global processes
Challenges in Communication Challenges in coordination Challenges information sharing
Delayed responses Communication requires
extra efforts Misunderstandings with the
use of email for complex topics
Lack of informal communication
Extra effort to Initiate contacts and networking
Troubles in finding the correct contact
Language differences can force team to asynchronous method of communication; cause misunderstandings, extra delays and errors.
Differences in negotiations and accepting work
Lack of overlapping working hours
Less possibilities to coordinate a synchronous meeting
Extra effort requires in coordination and which can increase the coordination cost.
Reduced trust Lack of group awareness and
team spirits Incompatible views of the
problem Doubts about other team
members capabilities and skills Not easy to enforce standards
and process for the people from different working environments
Hard to synchronize the work between different locations
Different formalities including different laws, traditions, and regulations.
Different hierarchy and authority
Difficulty of changing usual practices from the past
Lack of opportunities to share information
Difficulties to find correct contact to get the information
Lack of opportunities to learn about other peoples skills and capabilities
Effect of organizational and national culture towards the difference in information sharing practices
A starting point: barrier interrelations
A starting point: barrier interrelations
A starting point: barrier interrelations
Culture• Barrier 1: Understanding of Common Knowledge• Barrier 2: Lack of understanding of partner organization /
country
Knowledge / problems• Common knowledge on
the organization• Communication
patterns• Process knowledge
ResultsMetric 1: #interrupted communication processesMetric 2: #shared visualizationsMetric 3: avg. wiki usage / employeeMetric 4: staff satisfaction
Intervention 1-3• Create Reflection Process• Visualize communication paths• Create culture wiki / allocate
task
Framework as tool box for barrier identification, intervention selection, metrics, process design
Recommendation of possible solutions
Useful for – analyzing the cultural, organizational, and
individual context– Identifying barriers and potential success
factors– Choosing and creating solutions
(=interventions / methods)Challenges– Mapping of research results– Adapting to the context – Large scale validation
Experiences and Outlook
Contact Information
Prof. Dr. Jan M. [email protected]: jan_m_pawlowski
Office:Room 514.2Telephone +358 50 4432389http://users.jyu.fi/~japawlow
