Knowledge ManagementThe ability to respond to unexpected stimuli through the efficient use of

intellectual assets

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TM Q:PIT is a trademark of Q:PIT Ltd, Milton Keynes, UK

® Capability Maturity Model, CMM, CMMI

The Q:PIT swirl is a registered trademark of Q:PIT Ltd, Milton Keynes, UK

NEEDING KNOWLEDGE

Understanding why you need to know

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Whole Brain Thinking

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Me

Ego

Spirit

Soul

Self

Between stimulus and response there is a space. In

that space is our power to choose our response. In

our response lies our growth and our freedom.Viktor E Frankl “Man’s Search for Meaning”

Whole Brain Thinking

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Between stimulus and response there is a space. In

that space is our power to choose our response. In

our response lies our growth and our freedom.Viktor E Frankl “Man’s Search for Meaning”

Business

Whole Brain Thinking

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Between stimulus and response there is a space. In

that space is our power to choose our response. In

our response lies our growth and our freedom.Viktor E Frankl “Man’s Search for Meaning”

Business

UNDERSTANDING KNOWLEDGE

Knowing what you need to know

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Internal External

Awareness

Responsiveness

Characteristics of Knowledge

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Know what you know

If Missing

• Extensive use of organization charts

• Management by edict

• Lack of sharing

• Static policies and procedures

• Focus on product lines

When Implemented

• Strengths and weaknesses are shared across silos and boundaries

• Leadership by listening

• Experience is openly shared

• Focus is on competencies and talents

Internal Awareness

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Internal External

Awareness Know what you know

Responsiveness Use your knowledge

Characteristics of Knowledge

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If Missing

• New ideas are stifled

• Reliance how things should get done (“That’s how we have always done it”)

• Hierarchical command and control

• Extensive department organization

When Implemented

• Internal awareness of resources availability

• Internal awareness of skills and talents

• Ability to instantly organize skills and talents based on external demands and opportunities

Internal Responsiveness

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Internal External

Awareness Know what you know Know your market

Responsiveness Use your knowledge

Characteristics of Knowledge

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If Missing

• Protracted client feedback loops

• Belaboured market research

• Reliance on product branding

• Few opportunities to react dynamically with clients

• Clients are classified by sales volume

• No market prediction

When Implemented

• Constant removal of filters with the market

• Forming partnerships with prospects and customers

• Partnerships with competitors

External Awareness

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Internal External

Awareness Know what you know Know your market

Responsiveness Use your knowledge Be there for the market

Characteristics of Knowledge

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If Missing

• Standardized products and distribution channels

• Innovations are rare and long-coming

• Focus on internal rate of return

When Implemented

• Meet the market on its own terms

• Understand the market even when it cannot formulate them

• Focus on customer service rather than pricing

• Knowledge is an added value for clients

External Responsiveness

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Internal External

Awareness Know what you know

Respond to the market

Responsiveness Use your knowledge Be there for the market

Characteristics of Knowledge

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IMPLEMENTING KNOWLEDGE

Learning to know what to use, learning to use what you know

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• Intermediation

– Transfer and Brokerage of Knowledge

• Through a knowledge repository (Asynchronous)

• Through the ability of relating rapidly the seeker and the knower (Synchronous)

Knowledge Application 1/4

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Implementation by Knowledge Type

Explicit Tacit

Groupware, Intranets, Profiling, Instant Messaging,

Communities of Practice

• Internalization

– Transfer Knowledge to Query

– Ability to find the knowledge in the repository

Knowledge Application 2/4

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Implementation by Knowledge Type

Explicit Tacit

Document Management, Visualization, Categorization

Mentoring

• Externalization

– Transfer Knowledge to Knowledge

– Organizing the Knowledge

• Capturing

• Classifying

• Sorting

Knowledge Application 3/4

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Implementation by Knowledge Type

Explicit Tacit

Search and Retrieval Agents Apprenticeship

• Cognition

– Transfer Knowledge to Process or Application

Knowledge Application 4/4

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Implementation by Knowledge Type

Explicit Tacit

Work flow, Decision Trees, Case Management

Intuition

KNOWING KNOWLEDGE

Conclusion

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KM LC & CMMI

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The Improvement Organization

Continuous Improvement

The Work Organization

Work-plansWork-plans Work-plans

TailoringGuidelines

Organization’sMeasurement

Repository

Organization’s Process

Asset LibraryStandard Process Set

Organizational

Performance

Improvement

Defined ProcessDefined Process Defined Process

Life Cycle Descriptions

23©Q:PIT Ltd 2010-2012 - Based on “Introduction to CMMI” ©SEI 2006

Process Architecture

Training of People

OPD OPF IPM/IWM OT PPQA

Strategy & Standard Services

Q&A

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Contact Information• Peter Leeson

– Q:PIT LtdPO Box 6066Milton KeynesMK1 9BHUnited Kingdom

– Tel: +44 (0)20 8433 4120– Mobile/Cell: +44 (0)773 998 98 67– E Mail: Peter@qpit.ltd.uk– Skype: qpitpjl– Internet: http://www.qpit.net– Blog: http://www.qpit.net/Blog

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