Knowledge Management 101

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Basic Knowledge Management introduction and its importance to IBM Daksh Business Process Services, Inc.

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Knowledge Management 101 Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Definitions… ,[object Object],[object Object],[object Object],Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation Knowledge Management (KM). A conscious strategy to foster, capture, and share knowledge and expertise to help achieve business results.

What is Knowledge? Source: R. Ackoff’s “Pyramid to Wisdom” (1989, 1996) Data Information Knowledge Wisdom Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation Raw / hard facts Collection of related data with context and perspective Organized information that provides guidance or initiates action Understanding that permits knowledge to be used

Types of Knowledge Source: I. Nonaka’s SECI (1991) ,[object Object],Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation Tacit Knowledge. Knowledge in your head. What you know but cannot easily share that lets you do a better job.

Basic KM Model Source: D. Skyrme (1998) Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation Create Identify Classify Access Use / Exploit Collect Organize / Store Share / Disseminate

SECI Spiral Model Source: I. Nonaka and H. Takeuchi (1995) Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation FROM TO

SECI Spiral Model Source: Graham-Durant Law (2004) Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Why is KM important for IBM Daksh? ,[object Object],[object Object],[object Object],Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

KM Programs in IBM Daksh ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

Questions? Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation

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Knowledge Management 101

3. What is Knowledge? Source: R. Ackoff’s “Pyramid to Wisdom” (1989, 1996) Data Information Knowledge Wisdom Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation Raw / hard facts Collection of related data with context and perspective Organized information that provides guidance or initiates action Understanding that permits knowledge to be used

5. Basic KM Model Source: D. Skyrme (1998) Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation Create Identify Classify Access Use / Exploit Collect Organize / Store Share / Disseminate

6. SECI Spiral Model Source: I. Nonaka and H. Takeuchi (1995) Strategic Quality – IBM Daksh Business Process Services Philippines Knowledge Management @ IBM Daksh | Confidential © 2008 IBM Corporation FROM TO

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Knowledge Management 101

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