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12/1/2005 Page 1Engineering & Technology Management Group
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— Introduction to Knowledge Management
— Case Study #1: Modern Design of Experiments (MDOE):A KM Approach to Aerospace TestingRichard DeLoach, Senior Research Scientist, NASA Langley Research Center
— Case Study #2: Portal Design for KM ApplicationsEdward Ng - Program Element Manager/KM, Jet Propulsion Laboratory
— Case Study #3: Promoting Organizational Learning: A Virtual Overview via WebEx Edward Rogers, KM Architect - NASA Goddard Space Flight Center
— Knowledge Management: The Path AheadBill Woishnis, Founder and mechanical engineer, Knovel.com
The 2006 Delta Forum: Coming to Consensus on KM in Aerospace
04/10/23 2Engineering & Technology Management Group
2006 Delta Forum:Coming to Consensus on KM in Aerospace
Mr. Gerald Steeman, Technical Information TC Library and Information Services Branch
Office of the Chief Information OfficerNASA Langley Research Center
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12/1/2005 Page 3Engineering & Technology Management Group
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Introduction to Knowledge Management
• Knowledge Management Definitions• Data, Information, Knowledge, and Wisdom • Tacit, Explicit, and Implicit Knowledge• Managing Knowledge in an Organization
12/1/2005 Page 4Engineering & Technology Management Group
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Some Definitions of KM
• Knowledge management…– …includes not only the acquisition, accumulation, and
utilization of existing knowledge, but also the creation of new knowledge (Nonaka & Takeuchi, Knowledge-creating company, 1995)
12/1/2005 Page 5Engineering & Technology Management Group
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Some Definitions of KM
• Knowledge management…– …is the management discipline that focuses on
improving the means by which individual and collectively-held knowledge is produced and integrated in organizations (McElroy, http://dir.jayde.com/ profile10078843.html, @2000)
12/1/2005 Page 6Engineering & Technology Management Group
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Some Definitions of KM
• Knowledge management…– …is getting the right information to the right people at
the right time, and helping people create knowledge and share and act upon information in ways that will measurably improve the performance of NASA and its partners. (KM at NASA)
12/1/2005 Page 7Engineering & Technology Management Group
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Some Definitions of KM
• Knowledge management…– …it is, in large part, a management fad, promulgated
mainly by certain consultancy companies, and the probability is that it will fade away like previous fads. It rests on two foundations: the management of information - where a large part of the fad exists (and where the 'search and replace marketing' phenomenon is found), and the effective management of work practices. (Wilson, T.D. (2002) "The nonsense of 'knowledge management'" Information Research, 8(1), paper no. 144 Available at http://InformationR.net/ir/8-1/paper144.html)
12/1/2005 Page 8Engineering & Technology Management Group
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How to do Knowledge Management
Hire good people and let them talk to each other.
Attributed to Larry Prusak
Full timePart time
ContractorConsultant
RehireRetain
Evaluation tools;
Matching needs with skills base
In person;Groups;
Across time and space;
Explicit and Tacit
Create opportunities;
Remove obstacles
Diversity of thought;Get hires
from different
backgrounds
All employees, no pre-set
groups
Employers should commit to what follows
the “and.”
Across the organization; cross-fertilization of ideas
“Talk to” not “Talk at”; Promote
exchanges of information
and development
of ideas
12/1/2005 Page 9Engineering & Technology Management Group
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Knowledge Management – Elephant Analogy
12/1/2005 Page 10Engineering & Technology Management Group
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Data
12/1/2005 Page 11Engineering & Technology Management Group
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Information
Information has context and is transmitted to a consumer.
12/1/2005 Page 12Engineering & Technology Management Group
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Knowledge
Knowledge is familiarity, awareness or understanding gained through experience or study.
12/1/2005 Page 13Engineering & Technology Management Group
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Wisdom
A wise choice of foot apparel when working with elephants.
12/1/2005 Page 14Engineering & Technology Management Group
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Types of Knowledge -
From: Nickols, F. W. (2000). The knowledge in knowledge management. In Cortada, J.W. & Woods, J.A. (Eds) The knowledge management yearbook 2000-2001 (pp. 12-21). Boston, MA: Butterworth-Heinemann
Also: http://home.att.net/~nickols/Knowledge_in_KM.htm.
12/1/2005 Page 15Engineering & Technology Management Group
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Back to the Elephant Analogy
The parable of the blindfolded men and the elephant.
12/1/2005 Page 16Engineering & Technology Management Group
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The Whole of an Organization’s Knowledge
A complete representation of knowledge from multiple perspectives.
12/1/2005 Page 17Engineering & Technology Management Group
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How Knowledge is Fragmented
Typically knowledge is compartmentalized across an organization.
12/1/2005 Page 18Engineering & Technology Management Group
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…enter Knowledge Management…
12/1/2005 Page 19Engineering & Technology Management Group
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Knowledge Management Success So Far?
There is still much room for improvement.
12/1/2005 Page 20Engineering & Technology Management Group
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Overlay of KM Component Areas
From http://km.nasa.gov
Hire good people and let them talk to each other.
12/1/2005 Page 21Engineering & Technology Management Group
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New KM Listserv
• KM-Government -- Knowledge Management in Government Agencies –
This list provides an informal place for members of government agencies to discuss best practices, processes and tools that are being used for knowledge management in the federal sector. The list has been operational approximately four weeks and has 40 members representing: NASA, DAU, Army, Navy, State, DFAS, USPS, GSA, JWAC, GPO, NRC and Corp of Engineers.
– You may join the listserv by going to the following URL:
https://lists.nasa.gov/mailman/listinfo/km-government
– Please indicate that you found out about the listserv at the Delta Forum upon your first post
– Greta Lowe, List Moderator, NASA Langley ([email protected])
• The Federal CIO Council has a more formal listserv for KM (KMWG) located at http://KM.gov.
12/1/2005 Page 22Engineering & Technology Management Group
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Engineering & Technology Management Group
Questions on this Session?
Folder
Exchange: Definitions: "What We Talk about When We Talk About KM?"
12/1/2005 Page 23Engineering & Technology Management Group
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Backup Slides
12/1/2005 Page 24Engineering & Technology Management Group
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What is Knowledge?
Data
Information
Knowledge
Data, Information, Knowledge, Wisdom
Adapted from: Managing Knowledge @work by Federal CIO Council
Data + Context : Information is data that are organized, grouped, and/or categorized.; Information moves around organizations (Ex: Technical Report outlining data errors and new instrumentation design)
=
Unorganized Facts; data are sets of discrete facts; Data reside in a fixed place (Ex: unanalyzed feed from atmospheric instruments)
=
=
Information + Interpretation/ judgment; Knowledge is familiarity, awareness or understanding gained through experience or study. It results from making comparisons, identifying consequences and making contentions. Knowledge also includes judgment and rules of thumb developed over the time through trial and error (Ex: development of new technology for better data collection )
Wisdom
Explicit = formal, documented knowledge recorded on any type of media
Tacit = personal “know how” that is often difficult to articulate in documented form
12/1/2005 Page 25Engineering & Technology Management Group
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Explicit Knowledge
Formally documented knowledge– Books, technical reports, journal articles and conferences, proceedings,
newspapers, trade publications, standards and specifications, engineering drawings, employee directories, market and financial data, product information
Collect Filter Analyze
Knowledge creation process
Knowledge
JRC
12/1/2005 Page 26Engineering & Technology Management Group
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Enablers of Explicit Knowledge
Growth of Internet Semantic Web
Taxonomies Non-Text Web Search
&
Retrieval
12/1/2005 Page 27Engineering & Technology Management Group
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Tacit Knowledge
• Employee knowledge, expertise, and experiences - not formally documented
• Cross-industry surveys report almost 75% of corporate knowledge is tacit knowledge*
* Source: “Knowledge Management: Assessing Your Corporate Knowledge,” Mimi Ho, CIO.com, http://www2.cio.com/analyst/report2436.html
People
JRC
12/1/2005 Page 28Engineering & Technology Management Group
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Enablers of Tacit Knowledge
Collaboration and Expert Locator Technologies
Retaining the Retired
Corporate Universities
“It will not be long before corporations will be compelled to
open and operate their own school in order to train own workers.”
-- The Futurist (Sep-Oct 2003)
Artificial Intelligence and Intelligent Agents
Ramona - http://www.kurzweilai.net/
12/1/2005 Page 29Engineering & Technology Management Group
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• Value =
• Organizations must be able to assign a commodity value to knowledge they produce and retain.
– Intellectual capital indices – Skandia Navigator• Annual visualization of corporate intellectual capital
– Measuring business outcomes – 3M Example• “15%-rule” measured by involvement, improvement, and outcome
– Balance Scorecard - APQC framework• Financial, Customer, Internal, and Innovation & Learning scores
Getting and Defining Value
12/1/2005 Page 30Engineering & Technology Management Group
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Industry and Government Perspectives
Industry Government
Effective Knowledge Management
Greater Profits Reduced Taxes
Vibrant Economy
Partnerships
12/1/2005 Page 31Engineering & Technology Management Group
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Today’s Human Capital Drivers – Tomorrow’s Need For KM
Derived from: National Science Board, Nation Science Foundation information
Given these trends, the population of future engineers and scientists will need the type of knowledge collection and transfer KM promotes
Enr
ollm
ents
Doc
tora
tes
Ear
ned
Late 1980s 2000
Engineering Undergraduates down 20%Engineering Graduate Students down 18.5%Science Graduate Students downturn
Engineering declined by 15%Physics declined by 22%
Aerospace Graduate Students down 15.5%
12/1/2005 Page 32Engineering & Technology Management Group
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The Aerospace Sector: Poised for KM?
• Three questions:– Is your organization losing people to
retirement?– Is your organization trying to hire skilled
employees?– Does your organization have an Information
Technology and Data Management infrastructure where intellectual capital resides?
12/1/2005 Page 33Engineering & Technology Management Group
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= 6 nodes
= 12 lines of communications
= 24 input/output connections
KM as the Connections Between People
= 10 nodes
= 10 lines of communications
= 20 input/output connections
= 6 nodes
= 6 lines of communications
= 12 input/output connections
12/1/2005 Page 34Engineering & Technology Management Group
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KM Tools and Terms
after action reviews algorithms brainstorming business intelligence business process reengineering case study/studies cognitive mapping collaborative systems communications communities of practice competitive advantage conceptual modelling core competences culture decision support double loop learning explicit knowledge facilitation good practice group decision support group workshops groupware information systems innovation intellectual capital inter-organisational knowledge and information knowledge acquisition knowledge audit knowledge based systems knowledge communities knowledge context knowledge creation knowledge dissemination knowledge drift knowledge management practice knowledge management strategy knowledge management system
knowledge management theory knowledge management tools knowledge model knowledge sharing knowledge stocks and flows knowledge transfer knowledge transmission knowledge use/utilisation learning life cycle meaning of knowledge measurement narrative approaches networks ontology organisational learning organisational memory outsourcing performance management philosophy portal reflective practice repositories sensemaking small teams SMEs social capital socio-technical systems soft OR sticky knowledge storytelling strategy formulation systems thinking tacit knowledge telecommunications theory of knowledge trust user-oriented workflow