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On Knowledge Management

October Rules Fest ORF2008 Dallas, TX USA

Rolando Hernandez
Visible Knowledge LLC
a BizRules company
What is Knowledge Management?
  Transforming tacit knowledge into explicit knowledge so it can be
  retained, shared and automated
          KNOWLEDGE
             EXPLICIT KNOWLEDGE i.e. INFORMATION
                 Tangible
                 Visible knowledge
                 Public
                 Can be accessed by third persons
                 Once shared, it belongs to everybody
                 Can be seen “above the water”

                TACIT KNOWLEDGE
                    Intangible
                    Invisible knowledge
                    Pi t
                    Private
                    Can be accessed on the first-person basis only
                    Hidden “underwater”




Source: United Nations
What is Knowledge Management?


         quot;Knowledge management is
           Knowledge
         about connecting those who know
         with those who need to know
         by leveraging knowledge transfers
         from one-to-many across the
         f                        h
         Global Army Enterprise.”

                                US Army KM Manual


                                   Copyright © 2008 Visible Knowledge LLC
Knowledge Management

       Learn                             Knowledge Acquisition
       Model                             Knowledge Representation
       Automate                          Knowledge Engineering
                                                g    g        g




Copyright © 2008 Visible Knowledge LLC
Common Knowledge Critical Knowledge
         experience                       expertise and judgment
         what I know                      how I think

         Know-what to do when             know-what to do when everything breaks
         everything is working            know-what
                                          know what to do when no one has done this before
         Know-what to do                  know-what really what matters
         because it happens all           know-what can be safely ignored
         the time                         Know-what we know and what we don’t know
         Know-who to call when            know-how to make critical decisions
         everything breaks
                                          know-how to make macro decisions
         know-this
         know this                        know how
                                          know-how to make micro decisions
         know-that                        know-how systems work and fail
                                          know-how to diagnose and solve problems

                                          know-why
                                          know why it works
                                          know-why we do it that way
                                          know-why we must not do it other ways

                                          k       h     ll th     i    t         dh    t
                                          know-where all the moving parts are, and how to rearrange
                                          them in new, innovative ways

 Copyright © 2008 Visible Knowledge LLC
Know What We Know


        “If Hewlett Packard knew what
         If
        Hewlett Packard knows, we would
        be three times more profitable.”
                             profitable

                    Lew Platt, CEO of HP in the 1990’s
                        Platt                   1990 s




                                    Copyright © 2008 Visible Knowledge LLC
Typical levels of domain expertise and knowledge

                                          Distinguished    Proficient       Apprentice       Novice
                                          Has decades of   Years of         Weeks or         Days, hours, or
                                          experience       experience       months of        no experience
                                                                            experience       at all
                                          Gi
                                          Gives more       Specific d i
                                                           S ifi advice     General advice
                                                                            G     l d i
                                          sophisticated
                                          advice
                                          Handles the      More complex     Common
                                          most complex     cases            situations
                                          cases
                                          Wisdom           Knowledge        Information      Data
                                          System 1         System 1 and 2   System 2
                                          Thinking         Thinking         Thinking
                                          15 years of experience…
                                                      experience
                                          sometimes means 1 year of experience 15 times!
 Copyright © 2008 Visible Knowledge LLC
System 1 Thinking                                               System 2 Thinking

          Automatic                                                       Deliberate
          Effortless
          Eff tl                                                          Eff tf l
                                                                          Effortful
          Faster to act                                                   Slower to act
          Slower to adapt
          Sl          d                                                   Faster to adapt
                                                                          F          d
          Habitual                                                        Intellectual
          Reactive                                                        Proactive
          Specific-purpose                                                General-purpose



Source: Keith E. Stanovich, Professor of Human Development and Applied Psychology, University of Toronto

  Copyright © 2008 Visible Knowledge LLC
Macro decisions (million-dollar decisions)
   Macro decisions are strategic or tactical         Where should we hire the employees?
   decisions. Examples of macro decisions that       What Legal Entity structure should we use for this
   can be automated using business rules:            company?
                                                     What Legal Entity should we use for this contract?
   What is the best product that we should           Should we create a new legal entity for this deal?
   recommend for this customer?                      What is the best way to structure this deal?
   What is the best solution for this situation?     How do we design this plant so as to prevent and
   What is our underwriting strategy and policy?     contain fires? How do we clean up this oil spill?
   What is our refund policy?                        How do we minimize tax and maximize revenue for
   What is our pricing strategy for next year?       this contract?
   What is our discount policy this year?            How should we record these types of accounting
   What promotions should we run?                    transactions?
   What should we do to improve yields and           Do we follow mark to market rules or use judgment?
   revenue?                                          How do we calculate this quarter's tax provision?
   Where should we locate the new store?             How do we solve this customer's mission critical
   Where should we build the plant?                  problem right now?
   Where should we locate the distribution center?   How do we troubleshoot this problem?




                                                                          Copyright © 2008 Visible Knowledge LLC
Micro decisions (a million little decisions)
   Micro decisions are operational decisions.     How does the customer prefer to be contacted?
   Examples of micro decisions that               What are the customer’s privacy preferences?
   can be automated using business rules:         Do I have all the information I need to save this
                                                  record in the system?
   Is the customer eligible for the product?      How do I work-around the bug or limitation in
   Is the customer entitled to the promotion?     the system?
   What is the sales price for this item?         Who should we assign as the company contact
   What is the best deal for the customer?        person for this sale?
   What is the best deal for us?                  What options should my ATM display for this
   What discounts is the customer entitled to?    customer?
   What should I up-sell right now?               What options should my Interactive Voice
                                                  Response (IVR) system provide for this inbound
   Wh t should I cross-sell right now?
   What h ld              ll i ht      ?          phone number?
   What is the highest available commission       To which representative should this call be
   (HAC)?                                         routed?
   What is the lowest available fare (LAF)?       What offer should I print on the bottom of this
   Wh t is th b t product f thi customer?
   What i the best      d t for this     t   ?    particular monthly statement?
   What credit card does the customer prefer to   ... and so on.
   use?




                                                                         Copyright © 2008 Visible Knowledge LLC
References

             US Army Knowledge Management Principles, 2008
             Understanding Knowledge Societies In twenty questions and
                d       d          l d                                   d
             answers with the Index of Knowledge Societies, Department of
             Economic and Social Affairs Division for Public Administration and
             Development Management, United Nations, New York, c2005
              e e op e t a age e t, U ted at o s, e o , c 005
             Keith E. Stanovich, Professor of Human Development and Applied
             Psychology, University of Toronto
                 http://web.mac.com/kstanovich/iWeb/Site/Home.html
                 http://en.wikipedia.org/wiki/Keith_Stanovich




                                                           Copyright © 2008 Visible Knowledge LLC
Thank you

            Rolando Hernandez
            www.VisibleKnowledge.com
                    bl     l d
            ORF2008@BizRules.com
            972-987-1685




                                       Copyright © 2008 Visible Knowledge LLC

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On Knowledge Management

  • 1. On Knowledge Management October Rules Fest ORF2008 Dallas, TX USA Rolando Hernandez Visible Knowledge LLC a BizRules company
  • 2. What is Knowledge Management? Transforming tacit knowledge into explicit knowledge so it can be retained, shared and automated KNOWLEDGE EXPLICIT KNOWLEDGE i.e. INFORMATION Tangible Visible knowledge Public Can be accessed by third persons Once shared, it belongs to everybody Can be seen “above the water” TACIT KNOWLEDGE Intangible Invisible knowledge Pi t Private Can be accessed on the first-person basis only Hidden “underwater” Source: United Nations
  • 3. What is Knowledge Management? quot;Knowledge management is Knowledge about connecting those who know with those who need to know by leveraging knowledge transfers from one-to-many across the f h Global Army Enterprise.” US Army KM Manual Copyright © 2008 Visible Knowledge LLC
  • 4. Knowledge Management Learn Knowledge Acquisition Model Knowledge Representation Automate Knowledge Engineering g g g Copyright © 2008 Visible Knowledge LLC
  • 5. Common Knowledge Critical Knowledge experience expertise and judgment what I know how I think Know-what to do when know-what to do when everything breaks everything is working know-what know what to do when no one has done this before Know-what to do know-what really what matters because it happens all know-what can be safely ignored the time Know-what we know and what we don’t know Know-who to call when know-how to make critical decisions everything breaks know-how to make macro decisions know-this know this know how know-how to make micro decisions know-that know-how systems work and fail know-how to diagnose and solve problems know-why know why it works know-why we do it that way know-why we must not do it other ways k h ll th i t dh t know-where all the moving parts are, and how to rearrange them in new, innovative ways Copyright © 2008 Visible Knowledge LLC
  • 6. Know What We Know “If Hewlett Packard knew what If Hewlett Packard knows, we would be three times more profitable.” profitable Lew Platt, CEO of HP in the 1990’s Platt 1990 s Copyright © 2008 Visible Knowledge LLC
  • 7. Typical levels of domain expertise and knowledge Distinguished Proficient Apprentice Novice Has decades of Years of Weeks or Days, hours, or experience experience months of no experience experience at all Gi Gives more Specific d i S ifi advice General advice G l d i sophisticated advice Handles the More complex Common most complex cases situations cases Wisdom Knowledge Information Data System 1 System 1 and 2 System 2 Thinking Thinking Thinking 15 years of experience… experience sometimes means 1 year of experience 15 times! Copyright © 2008 Visible Knowledge LLC
  • 8. System 1 Thinking System 2 Thinking Automatic Deliberate Effortless Eff tl Eff tf l Effortful Faster to act Slower to act Slower to adapt Sl d Faster to adapt F d Habitual Intellectual Reactive Proactive Specific-purpose General-purpose Source: Keith E. Stanovich, Professor of Human Development and Applied Psychology, University of Toronto Copyright © 2008 Visible Knowledge LLC
  • 9. Macro decisions (million-dollar decisions) Macro decisions are strategic or tactical Where should we hire the employees? decisions. Examples of macro decisions that What Legal Entity structure should we use for this can be automated using business rules: company? What Legal Entity should we use for this contract? What is the best product that we should Should we create a new legal entity for this deal? recommend for this customer? What is the best way to structure this deal? What is the best solution for this situation? How do we design this plant so as to prevent and What is our underwriting strategy and policy? contain fires? How do we clean up this oil spill? What is our refund policy? How do we minimize tax and maximize revenue for What is our pricing strategy for next year? this contract? What is our discount policy this year? How should we record these types of accounting What promotions should we run? transactions? What should we do to improve yields and Do we follow mark to market rules or use judgment? revenue? How do we calculate this quarter's tax provision? Where should we locate the new store? How do we solve this customer's mission critical Where should we build the plant? problem right now? Where should we locate the distribution center? How do we troubleshoot this problem? Copyright © 2008 Visible Knowledge LLC
  • 10. Micro decisions (a million little decisions) Micro decisions are operational decisions. How does the customer prefer to be contacted? Examples of micro decisions that What are the customer’s privacy preferences? can be automated using business rules: Do I have all the information I need to save this record in the system? Is the customer eligible for the product? How do I work-around the bug or limitation in Is the customer entitled to the promotion? the system? What is the sales price for this item? Who should we assign as the company contact What is the best deal for the customer? person for this sale? What is the best deal for us? What options should my ATM display for this What discounts is the customer entitled to? customer? What should I up-sell right now? What options should my Interactive Voice Response (IVR) system provide for this inbound Wh t should I cross-sell right now? What h ld ll i ht ? phone number? What is the highest available commission To which representative should this call be (HAC)? routed? What is the lowest available fare (LAF)? What offer should I print on the bottom of this Wh t is th b t product f thi customer? What i the best d t for this t ? particular monthly statement? What credit card does the customer prefer to ... and so on. use? Copyright © 2008 Visible Knowledge LLC
  • 11. References US Army Knowledge Management Principles, 2008 Understanding Knowledge Societies In twenty questions and d d l d d answers with the Index of Knowledge Societies, Department of Economic and Social Affairs Division for Public Administration and Development Management, United Nations, New York, c2005 e e op e t a age e t, U ted at o s, e o , c 005 Keith E. Stanovich, Professor of Human Development and Applied Psychology, University of Toronto http://web.mac.com/kstanovich/iWeb/Site/Home.html http://en.wikipedia.org/wiki/Keith_Stanovich Copyright © 2008 Visible Knowledge LLC
  • 12. Thank you Rolando Hernandez www.VisibleKnowledge.com bl l d ORF2008@BizRules.com 972-987-1685 Copyright © 2008 Visible Knowledge LLC