KNOWLEDGE CREATION AND KNOWLEDGE ARCHITECTURE
CHAPTER 4
Chapter 4: Knowledge Creation and Knowledge Architecture
KNOWLEDGE CREATION
KM is not a technology; it is an activity enabled by technology and produced by people An alternative way of creating knowledge is via teamwork (see Fig. 4.1) A team compares job experience to job outcometranslates experience into knowledge Such newly acquired knowledge is carried to the next job Maturation over time with a specific job turns experience into expertise
Chapter 4: Knowledge Creation and Knowledge Architecture
Knowledge Transfer Via Teams
Initial knowledge Outcome is realized Team performs a job Outcome compared to action
New knowledge reusable by same team on next job Knowledge captured and codified in a form usable by others New experience/ knowledge gained
Chapter 4: Knowledge Creation and Knowledge Architecture
Impediments to Knowledge Sharing
Personality Attitude based on
mutual trust Vocational reinforcers Work norms
Chapter 4: Knowledge Creation and Knowledge Architecture
Impediments to knowledge sharing
Personality Compensation Recognition Ability utilization Creativity Good work environment Autonomy Job security Moral values Advancement Variety Achievement Independence Social status Organizational culture
Vocational reinforcers
Knowledge sharing
Attitude Company strategies and policies Work Norms
Chapter 4: Knowledge Creation and Knowledge Architecture
NONAKAS MODEL
Tacit to tacit communication (socialization). Experience among people in face-to-face meetings Tacit to explicit communication (externalization). Articulation among people through dialog Explicit to explicit communication (communication). Best supported by technology Explicit to tacit communication (internalization). Taking explicit knowledge and deducing new ideas
Chapter 4: Knowledge Creation and Knowledge Architecture
Nonakas Model
TACIT TO TACIT (SOCIALIZATION) E.G., TEAM MEETINGS AND DISCUSSIONS TACIT TO EXPLICIT (EXTERNALIZATION) E.G., DIALOG WITHIN TEAM ANSWER QUESTIONS
EXPLICIT TO TACIT (INTERNALIZATION) E.G., LEARN FROM A REPORT
EXPLICIT TO EXPLICIT (COMBINATION) E.G., E-MAIL A REPORT
Chapter 4: Knowledge Creation and Knowledge Architecture
KNOWLEDGE ARCHITECTURE
People core:
Evaluate current documents people use Identify knowledge centers The technical core: The total technology required to operate the knowledge environment
People Content
Technolog y 8
Chapter 4: Knowledge Creation and Knowledge Architecture
Technical Layer of the KM System
User Interface (Web browser software installed on each users PC) Authorized access control (e.g., security, passwords, firewalls, authentication) Collaborative intelligence and filtering (intelligent agents, network mining, customization, personalization) Knowledge-enabling applications
.. . . .
(customized applications, skills directories, videoconferencing, decision support systems,
group decision support systems tools)
Transport (e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow) Middleware
(specialized software for network management, security, etc.)
The Physical Layer (repositories, cables)
Databases
Legacy applications (e.g., payroll)
Groupware (document exchange, collaboration)
Data warehousing (data cleansing, data mining)
Chapter 4: Knowledge Creation and Knowledge Architecture
Identifying Knowledge Content Centers
. Job openings . Benefits Human Resource s . Competition data . Sales volume . Leader sales information
Sales
. Strategies . Tools .R & D . Advertising
Customer Service Marketing . Complaint rate . Satisfaction information
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Chapter 4: Knowledge Creation and Knowledge Architecture
The User Interface Layer
Tacit knowledge
should be made available face-to-face, e-mail, or by other media User interface design focuses on consistency, relevancy, visual clarity, navigation, and usability
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Chapter 4: Knowledge Creation and Knowledge Architecture
Technical Access Layer
Intranet:
The internal network of communication systems modified around the Internet Extranet: An intranet with extensions that allow clearly identified customers or suppliers to reach company-related technical educational information (see Figure 4.9)
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Chapter 4: Knowledge Creation and Knowledge Architecture
Technical Access Layer
Internet
Cloud
Intranet
Extranet
Company employees Suppliers Vendors Partners Customers
PUBLIC AT LARGE
News/events Marketing E-commerce Careers
Human resource information Production information Sales information Strategic plans
Product information Sales information Collaboration/cooperation
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Chapter 4: Knowledge Creation and Knowledge Architecture
Features/Limitations of Firewalls
Protects against: E-mail services known to be problems Unauthorized interactive log-ins from outside firm Undesirable material coming in/leaving firm Unauthorized sensitive info. leaving firm Limitations include: Attacks that do not go through the firewall Weak security policies Viruses on floppy disks Traitors or disgruntled employees 14
Chapter 4: Knowledge Creation and Knowledge Architecture
Collaborative Intelligence and Filtering Layer (Layer 3)
Provides personalized views based on stored knowledge Reduces search time for information Intelligent agents search across servers to find the information requested by the client (user) Intelligent agents arrange meetings, pay bills, and even wander through virtual shopping malls, suggesting gifts and so on
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Chapter 4: Knowledge Creation and Knowledge Architecture
Criteria for an Effective Collaborative Layer
Securityvery critical Portability across platforms Integration with
existing systems Scalability, flexibility, and ease of use
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Chapter 4: Knowledge Creation and Knowledge Architecture
Expert Systems
Emulate the reasoning of a human expert in a problem domain Can help a person become wiser, not just better informed Components include: Justifier: explains how and why an answer is given Inference engine: problem-solving mechanism for reasoning and inferencing Scheduler: coordinates and controls rule processing (See Fig. 4.12)
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Chapter 4: Knowledge Creation and Knowledge Architecture
Knowledge-Enabling Application Layer
Often referred to as value-added layer Creates a competitive edge for the learning organization Provides knowledge bases, discussion databases, sales force automation tools, imaging tools, etc. Ultimate goal: show how knowledge sharing could improve the lot of employees
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Chapter 4: Knowledge Creation and Knowledge Architecture
Transport Layer
Most technical layer
to implement Ensures that the company will become a network of relationships Includes LANs, WANs, intranets, extranets, and the Internet Considers multimedia, URLs, graphics, connectivity speeds, and bandwidths
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Chapter 4: Knowledge Creation and Knowledge Architecture
Middleware Layer
Focus on interfacing with legacy systems and programs residing on other platforms Designer should address databases and applications with which KM system interfaces Contains a cluster of programs to provide connections between legacy applications and existing systems Makes it possible to connect between old and new data formats
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Chapter 4: Knowledge Creation and Knowledge Architecture
Repositories Layer
Bottom
layer in the KM architecture Represents the physical layer where repositories are installed Includes intelligent data warehouses, legacy applications, operational databases, and special applications for security and traffic management
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Chapter 4: Knowledge Creation and Knowledge Architecture
Build In-House, Buy, or Outsource?
Trend is toward ready-to-use, generalized software packages Outsourcing is also a trend, releasing technological design to outsiders Regardless of choice, it is important to set criteria for the selection Question of who owns the KM system should be seriously considered
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KNOWLEDGE CREATION AND KNOWLEDGE ARCHITECTURE
CHAPTER 4
