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Abdisalam Issa-Salwe
Information Systems Department
College of Computer Science & Engineering Taibah University
Abdisalam Issa-Salwe, Taibah University
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Introduction to Knowledge
Management Systems (Knowledge Management Systems IS421)
Lecture 1
Irma Becerra-Fernandez, Avelino Gonzalez & Rajiv Sabherwal (2004) Knowledge Management: Challenges,
Solutions and Technologies, Prentice Hall
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Topic list
Definition of Knowledge Management
Forces Driving Knowledge Management Data, Information and Knowledge
Importance of Knowledge
Managing Knowledge
Organizational Learning
Through Knowledge Management
Knowledge-based Economy
Components of Knowledge Management Systems
KM & Information Technologies
Components of Knowledge Management Systems
Approaches to Knowledge Management
Objectives of Knowledge Management
Essence of KM
Knowledge Repositories
Knowledge Management System Cycle
KM Benefits
KM Integration
Factors Leading to Success and Failure of Systems
Knowledge Management Issues
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Definition of Knowledge Managment
Knowledge management (KM) is defined
as doing what is needed to get the most
out of knowledge resources.
KM focuses on organizing and making
available important knowledge, wherever
and whenever it is needed.
KM is a clear and certain perception of
something understanding learning
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Definition of Knowledge Management (cont…)
KM is what is perceived or grasped by
the mind
KM is a practical experience and skill
which is organized information applicable
to problem solving
KM is a collection of specialized facts,
procedures and judgment rules.
KM is also related to the concept of
intellectual capital.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Forces Driving Knowledge Management
1. Increasing Domain Complexity: Intricacy of internal and external processes, increased competition, and the rapid advancement of technology all contribute to increasing domain complexity.
2. Accelerating Market Volatility: The pace of change, or volatility, within each market domain has increased rapidly in the past decade.
3. Intensified Speed of Responsiveness: The time required to take action based upon subtle changes within and across domains is decreasing.
4. Diminishing Individual Experience: High employee turnover rates have resulted in individuals with decision-making authority having less tenure within their organizations than ever before.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Data
Data represents raw numbers or assertions
Data comprises facts, observations, or perceptionsRefers to isolated facts such as individual measurements.
Data are raw facts about the organisation and its business transactions.
No meaning on their own
Do not signify anything
Useless unless placed in some sort of context.
Most data items have little meaning and use by themselves.
Data, Information and Knowledge
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Data, Information and Knowledge (cont…)
Information: It is data with semantics. Information is data that has been refined and
organised by processing and purposeful intelligence.
Information, purposeful intelligence, is crucial to the definition
People provide the purpose and the intelligence that produces true information.
Information is data with context and relevance In contrast, data can include millions of useless garbage bits,
which are nothing more than uninterpretable zeros and ones
Information involves manipulation of raw data Often, information can be used to obtain a more meaningful
indication of trends or patterns
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Data, Information and Knowledge (cont…)
Knowledge: It is information with direction.
Knowledge is information with decision-
making and action-directed utility and purpose
Knowledge is defined by some as “a justified
true belief” (Nonaka and Takeuchi 1995)
Different from data & information
Knowledge is at the highest level in a hierarchy
with information at the middle level, and data to be
at the lowest level
It is the richest, deepest & most valuable of the
three.
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Data are raw facts that constitute building
blocks of information.
Information science defines data as unprocessed
information.
Information is data that have been organized and
communicated in a coherent and meaningful
manner.
Data is converted into information, and information
is converted into knowledge.
Knowledge: information that is evaluated and
organized so that it can be used purposefully.
Data, Information and Knowledge (cont…)
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Data, Information and Knowledge (cont…)
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Importance of Knowledge
Knowledge
Knowledge consists of symbols, the
relationships between them and rules or
procedures for manipulating them
Adds context to the information, providing
greater meaning and therefore much greater
use and value
It is dynamic and changes with time
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Importance of Knowledge (cont…)
Explicit knowledge: Explicit knowledge refers to knowledge that has been expressed into words and numbers.
Can be shared formally and systematically in the form of data.
Objective, rational, technical
Policies, goals, strategies, papers, reports
Codified
Leaky knowledge
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Importance of Knowledge (cont…)
Tacit knowledge: Tacit knowledge includes
insights, intuitions, and hunches, that are not
verbalized or documented.
Can be convert to explicit knowledge to tacit
knowledge.
Subjective, cognitive, experiential learning
Highly personalized
Difficult to formalize
Sticky knowledge
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Importance of Knowledge (cont…)
General knowledge is possessed by a
large number of individuals and can be
transferred easily across individuals
Specific knowledge, or “idiosyncratic
knowledge”, is possessed by a very limited
number of individuals, and is expensive to
transfer.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Types of Knowledge (cont…)
Subjective View of knowledge:
Knowledge reality is entirely dependent on human
perception, and is socially constructed through
interactions with individuals.
Knowledge has no existence independently of social
practices and human experiences.
Knowledge is not an independent object.
Knowledge has no single location.
Knowledge is viewed as an ongoing accomplishment, which
continuously affects and is influenced by social practices.
Knowledge as State of Mind
Knowledge as Practice
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Types of Knowledge (cont…)
Objective Subjective View of knowledge: Reality is independent of human perceptions and can be
structured in terms of a priori categories and concepts.
Knowledge can be located.
Knowledge as Objects
Something that can be stored, transferred, and manipulated.
Object-oriented programming analogy: instances of structs (classes).
Knowledge as Access to Information
Knowledge enables access and utilization of information.
Object-oriented programming analogy: Interfaces and methods are more important than structs.
Knowledge as Capability
Not merely access to information – instead, emphasizes knowledge as a strategic capability that can potentially be applied to seek a competitive advantage.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Types of Knowledge (cont…)
Declarative knowledge (or substantive knowledge): Focuses on beliefs about relationships among
variables.
Can be stated in the form of logical propositions, expected correlations, or formulas relating concepts represented as logical symbols and/or mathematical variables.
Often characterized in KM circles as “know-what”.
Procedural knowledge: Focuses on beliefs relating procedures or processes:
sequences of steps or actions to desired (or undesired) outcomes.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Managing Knowledge
KM is a process that helps organizations identify, select, organize, disseminate, and transfer important information and expertise that are part of the organization’s memory.
KM is the process of systematically and actively managing and leveraging stores of knowledge in an organization
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Managing Knowledge (cont…)
Systematic and active management of ideas, information, and knowledge residing within organization’s employees.
Knowledge management systems
Use of technologies to manage knowledge
Used with turnover, change, downsizing
Provide consistent levels of service
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Organizational Learning
Learning organization
Ability to learn from past
To improve, organization must learn
Issues
Meaning, management, measurement
Activities
Problem-solving, experimentation, learning from
past, learning from acknowledged best practices,
transfer of knowledge within organization
Must have organizational memory, way to save and
share it
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Organizational Learning (cont…)
Organizational learning
Develop new knowledge
Corporate memory critical
Organizational culture
Pattern of shared basic assumptions
Organizations are realizing how important it is
to "know what they know" and be able to
make maximum use of the knowledge.
Preventing “reinvent the wheel” many times.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Organizational Learning (cont…)
Organizations need to know:
what their knowledge assets are;
how to manage and make use of these assets
to get maximum return.
KM can improve organization efficiency by
providing framework, tools and techniques to
reuse captured intellectual assets.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Examples of Organizational Learning (cont…)
“We have four people in Makkah who know how to solve this problem. How can we get them to help our team in Madinah?”
"People are leaving the company with a lifetime's experience. How can we capture and re-use that?"
"We had a team that did a successful proposal for aerospace five years ago. Why did they make the decisions they did? How did they deal with the customer? What made the team tick?"
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Examples of Organizational Learning (cont…)
"How do we start learning from our experiences and help our people stop repeating others' mistakes?"
"We're involved in an exciting project with four other companies. How can we all learn how these virtual teams tick?"
"Needs change often these days and we're always bringing new people into projects. How can we get them up to speed and contributing quickly?"
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Knowledge-based Economy
Rapid changes in the business environment cannot be handled in traditional ways. Firms are much larger, with higher turnover
and require better tools for collaboration, communication, and knowledge sharing.
Firms must develop strategies to sustain competitive advantage by leveraging their intellectual assets for optimum performance.
Managing knowledge is now critical for firms spread out over wide geographical areas, and for virtual organizations.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Components of Knowledge Management
Systems
Technologies Communication
Access knowledge
Communicates with others
Collaboration Perform group-work
Synchronous or asynchronous
Same place/different place
Storage and retrieval Capture, storing, retrieval, and management of
both explicit and tacit knowledge through collaborative systems
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
KM & Information Technologies
The KMS challenge is to identify and integrate the following three technologies:
Communication technologies allow users to access needed knowledge, and to communicate with each other--especially with experts.
Collaboration technologies provide the means to perform group work.
Storage and retrieval technologies use a database management system to capture, store and manage knowledge.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
KM & Information Technologies
Information technology facilitates sharing as well as accelerated growth of knowledge.
Information technology allows the movement of information at increasing speeds and efficiencies
Knowware are technology tools that support KM.
Collaboration tools, or groupware, were the first used to enhance collaboration for tacit knowledge transfer within an organization.
KM suites are complete KM solutions out-of-the-box.
Knowledge Servers contain the main KM software, including the knowledge repository.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Components of Knowledge Management
Systems
Supporting technologies
Artificial intelligence
Expert systems, neural networks, fuzzy logicIntelligent agents
Systems that learn how users work and provide assistance
Knowledge discovery in databases
Process used to search for and extract information
Internal = data and document mining
External = model marts and model warehouses
XML Extensible Markup Language
Enables standardized representations of data
Better collaboration and communication through portals
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Sharing Knowledge
Some people are reluctant to share knowledge due to the following reasons:;
No skill in knowledge management techniques.
Willing to share, but not enough time to do so.
Don’t understand knowledge management and
benefits.
Lack of appropriate technology.
No commitment from senior managers.
No funding for knowledge management.
Culture does not encourage knowledge sharing.
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Abdisalam Issa-Salwe , College of Computer Science & Engineering, Taibah University
Discussion
1. Why knowledge management (KM) is important
to organizations?
2. How knowledge management (KM) can help
organizations in their competitive advantage?
3. What we mean by knowledge sharing in
knowledge management (KM)?
4. How sharing knowledge can be made available
to those who need it?
5. How do you manage your personal knowledge
so you can best reuse it?
6. How do you share your knowledge with others?
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Abdisalam Issa-Salwe, Faculty of Computer Science & Engineering, Taibah University
Reference
Irma Becerra-Fernandez, Avelino Gonzalez &
Rajiv Sabherwal: Knowledge Management:
Challenges, Solutions and Technologies.
Prentice Hall, 2004.
Abdisalam Issa-Salwe, Lecture Notes, Taibah
University, 2010.