1. Chapter 10
Knowledge Management
Chapter 10 1

2. Data, Knowledge & Information
Chapter 10 2

3. Introduction to Knowledge
Management
• KM: is a process that helps organizations:
– Identify
– Select
– Organize
– Disseminate
– Transfer important information
– Transfer expertise that are part of the
organization’s memory
– Resides within the organization in
unstructured manner.
Chapter 10 3

4. Knowledge structuring offers:
• Effective and efficient problem solving
• Dynamic learning
• Strategic planning
• Decision making
Chapter 10 4

5. Knowledge
• In the IT context, knowledge is
distinguished
• from data and information.
– Data : collection of facts, measurements,
statistics.
– Information : organized or processed data
that are timely and accurate
– Knowledge : information that is
contextual, relevant and actionable.
Chapter 10 5

6. Characteristics of Knowledge
• Extra-ordinary leverage & increasing
returns
• Fragmentation, leakage, and the need to
refresh
• Uncertain value
• Uncertain value of sharing
• Rooted in time
Chapter 10 6

7. Types of knowledge
• Explicit knowledge: deals with more
objective, rational, technical knowledge.
• Policies, procedural guides, white papers,
reports, designs, products, strategies, goals,
mission and core competencies of the
enterprise and the information technology
infrastructure.
Chapter 10 7

8. Types of knowledge
• Tacit knowledge: is usually in the domain
of subjective, cognitive and experiential
learning.
• Is the cumulative store of the experiences,
mental maps, insights, expertise, know-how,
trade secrets, skill sets and learning that an
organization has, as well as the org. culture
that has embedded in past and present.
Chapter 10 8

9. Knowledge – Knowledge Management
Systems
Chapter 10 9

10. Knowledge – Knowledge Management Systems
(Continued)
 Knowledge creation or knowledge
acquisition is the generation of new insights,
ideas, or routines.
 Socialization mode refers to the conversion
of tacit knowledge to new tacit knowledge
through social interactions and shared
experience.
Activities or Processes
Chapter 10 10

11.  Combination mode refers to the creation of
new explicit knowledge by merging,
categorizing, reclassifying, and synthesizing
existing explicit knowledge
Chapter 10 11

12.  Externalization refers to converting tacit
knowledge to new explicit knowledge
 Internalization refers to the creation of
new tacit knowledge from explicit
knowledge.
Chapter 10 12

13. KM Activities
• Knowledge sharing is the exchange of
ideas, insights, solutions, experiences to
another individuals via knowledge transfer
computer systems or other non-IS
methods.
Chapter 10 13

14. KM Activities
• Knowledge seeking is the search for and
use of internal organizational knowledge.
Chapter 10 14

15. IT in Knowledge Management
• IT is crucial to the success of every
knowledge management system.
• Components of KMS:
– Communication
– Storage
– Retrieval
Chapter 10 15

16. Technologies to support KM
• Artificial intelligence
• Intelligent agents
• Knowledge discovery database
Chapter 10 16

17. Role of People in KM
• The Chief Knowledge officer
• CEO, officers, managers of the organization
• Communities of practice
• KMS staff
Chapter 10 17