? ???ssa t?? ???s??

1
? ??e???µ??? ?p??e???s? d?a?e???s? ???s?? -
pe??e??µe??

• ? ???ssa t?? ???s??
• ?? e??a? ???s? ??a?????s? d??f????
  µ??f?? ???s??
• ??? ?a? p?? d?a?e????eta? ? ???s?
• ?as??? e??a?e?a d?a?e???s?? ???s??
• ???e? e??a? ?? a?µ?d??t?te? e??? CK?
• ???pt??? ap?te?esµat???? d??t??? d?aµe??sµ??
  ???s?? (Knowledge Sharing Networks KSN)
• ?e??t? pe??pt?s?? Buckman Laboratories
  http//www.buckman.com

2
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
? ??e???µ??? ?p??e???s? s?µas?a t?? ???s??

• G??s? ?? p??? a?ta????st????
  p?e??e?t?µ?t??- ??µet???e?s? (Exploitation)
• ?ef??a?? ???s?? (Knowledge Capital)
• ????s? ??a??t?ta ap????f?s?? (Absorptive
  Capacity)
• G??s? ?? e??a?e?? ??a a??a?? ?a? ?a???t?µ?a
  ??e?e???s? (Exploration)
• ? s?µµet??? t?? ???s?? st?? d?ad??as?e? a??pt????
  ?????? ??a??t?t?? (Core Capabilities)
• ??a? ???? p???? t?? ep??e???s?? p?? p??pe? ?a
  d?a?e???ste?

3
?as??? ?ata???s? t?? ???s??
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• Polanyi (1966)
• ? ???s? e??a? ??s?ast??? ap??s?t?
  (intangible)
• ???t?te µp??e?? ?a pe?? pe??ss?te?a
  ap' ?sa µp??e?? ?a ????e??
• ???t?te ???e?? pe??ss?te?a ap' ?sa µp??e?? ?a
  pe??
• Snowden (1998)
• ?a? . . . ?e? ??????e?? t? ???e?? p??? ?a
  ?fe??e?? ?a t? ???e??.

4
? ???s? µ???e? t?? ???ssa t?? epe?d?t??... To
Knowledge Effect
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ?? 1997, µe 185 d?? ?a e??e? a????se? t??
  Microsoft ? t?sse??? µe???e? eta??e?e? ?p?? ?
  Boeing, ? McDonalds, ? Texaco ?a? ? Time-Warner
• Either the former was overpriced or the latter
  were underpriced?
• Charles Kaufman, Business Week (28 ???????
  1997).
• S?µe?a ? a??a t?? Microsoft e??a? 400 d??!

5
?? e??a? a?t? p?? d??e? a??a st?? Microsoft
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ?a e???st?s?a pa?a????? (pa?a???? CD ?a?
  e?t?p?s?)
• ?a ?t???a (??a ??afe?a ?a? ??a ???t?a ??e??a?)
• Code (??a ta ????sµ???)
• ?? µ???p???? st?? a?????
• ? f??µa (brand) Microsoft
• ?? pat??te?
• ?? te?????????? s?µµa??e?
• ??a a?t? s??...

6
t? Knowledge Effect t?? Microsoft
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ?? knowledge effect st????eta? st?? s??d?asµ? t??
  ???s?? ?a? t?? eµpe???a? t?? s?µe?????
  e??a??µ???? µe t? e?s?µat?µ??? d?a???t???
  ?ef??a?? ???? t?? p??s?p???? p?? ??e? e??aste?
  st?? eta??e?a
• ? s??d?asµ?? a?t?? d?µ?????e? ??a p?e????t?µa
  ??a t? ?p??? ? ?efa?a?a???? p??t??eta? ?a
  ?pe?e?t?µ?se? (pays a premium for).

7
??? µp??e? t? d?a???t??? ?ef??a?? ?a µet???e?
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ?) ??t?p?sµ?? t?? ???a??s?a??? d?ad??as??? p??
  st??????ta? st?? ???s? (knowledge-based and
  knowledge-intensive business processes)
• EA,
• CRM,
• ??????s? ????t?ta?,
• ????s?,
• Brand Management...

8
??? µp??e? t? d?a???t??? ?ef??a?? ?a µet???e?
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ??) ???sµ?? de??t?? µ?t??s?? t?? ap?d?s??
• EA
• ???µ?? e?sa????? ???? te????????? se p?????ta ?a?
  ?p??es?e?,
• ?p?te?esµat???t?ta st?? ste????s? ?µ?d??,
• ?etaf??? ???s?? µeta?? ?????,
• ?e??s? d?s?e?t??????? ???? ???e???? ???s??
• CRM - ????s?
• ?ata????s? ?????? µe t??? pe??te?,
• ????s?a??? epaf?? / p???se??,
• ???µ?? a??pt???? ???? pe?at??,
• ??at???s? pe?at??...
• Ge????? de??t?? EVA - Economic Value Added
  ????d?? e?t?µ?s?? p??st???µe??? a??a?
  (www.sternstewart.com, www.valuebasedmanagement.ne
  t)

9
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
?? e??a? ???s?

• "Justified true belief" (The Philosophers and
  Nonaka)
• G??s? e??a? ??a p?a?s?? eµpe?????, a???? ?a?
  p????f????? t? ?p??? pa???e? ??a d?a???t???
  µ??t??? (mental model) ??a t?? a???????s? ?a? t??
  e?s?µ?t?s? ???? eµpe?????, a???? ?a? p????f?????
  (Davenport and Prusak)
• ??a? s??d?asµ?? d???at???t?ta? ?a? p????f?????
  p?? e??a? ???????, p?a?t???? ?a? t??????st??
  µe???? d???µasµ???? ??a t?? ep???s? e???
  s???e???µ???? p??ß??µat?? se µ?a s???e???µ???
  pe??stas? (Leonard-Barton)

S???????? H ???s?, a?t??eta µe t?? p????f???a,
s?et??eta? µe t? d??s?, ßas??eta? st?? p?a?t???
eµpe???a ?a? ap?ß??pe? se ??p??? st???
10
???f?? ???a??s?a??? ???s?? (I)
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ????t? (tacit) - St? µ?a?? t?? a????p??
• ?µpe???e?, p?a?µat????µ?s???, s?µpe??f????,
  d???as? (intuition)
• ??t? (Explicit) - ??µ?µ??? ?a? te?µ????µ???
• ?ed?µ??a, µ??t??a, s?µpe??sµata, ?a??te?e?
  p?a?t????

11
???f?? ???a??s?a??? ???s?? (II)
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ??s?µat?µ??? (embodied) - Sta p?????ta, st??
  d?ad??as?e?, st?? ???a??se??
• ?µpe???e?, p?a?µat????µ?s??? ?a? te??????s?e? p??
  ????? e?s?µat??e? sta p?????ta, st?? ?p??es?e?,
  st?? d?ad??as?e?, st?? d?µ??, st?? µe??d???, st??
  te??????
• ?a??????sa (Latent) - ?ata?t?µ??? ?a? d?a?eµ?µ???
  (owned and distributed), a??? ??? e?e???p???µ???
• ?t?µa ?a? ep??e???se?? µp????? ?a e?e???p???s???
  t? µ? a???p???µ??? ???s? a? a?a??ast??? ?a
  a?t?µet?p?s??? s?ßa??? p?????se?? (p.?. µ?a
  ?????? ???a??s?a?? a??a?? ? µ?a p??s?p??? e??????
  ?a????a?).
• ? ?a??????sa ???s? ep?t?e?e st? Nokia ?a
  µetas??µat?ste? ap? µ?a ??a ?atas?e?ast???
  ep??e???µat??? ?µ??? se ??a pa???sµ?a ??et???
  ???a??sµ? t?? t??eep??????? ?a? ? ?BM ?a a????e?
  ap? ?atas?e?ast??? eta??e?a hardware se µ?a
  eta??e?a pa????? ?p??es??? p????f??????

12
??t?p?sµ?? t?? ???a??s?a??? ???s?? (?a?
?????a?)
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
????
?G????
G?OS?
??????
13
??t??e?µe?a ???a??s?a??? ???s?? (Knowledge
Objects)
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• Know What ?pa??e?µat??? p?a?µat????µ?s???
  
• Know How ??ad??as?e?, µ???d??
• Know Why G??s? ?a? ?ata???s? t??
  st?at?????? ?a? ??a s??se??
  a?t???-ap?te?esµ?t??
• Know When Timing and time pacing
• Know Where ?ata???s? t?? a?????
• Know Who G??s? t?? a?ta????st?? ?a? t??
  s??e??at??
• Know Whether ?ata???s? t?? pa?a???t?? ???d????

14
?a??de??µa ???sd????sµ?? t?? a?t??e?µ???? ???s??
p?? ??e?????ta? ??a t?? e??as?a e-learning
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• Know What ?pa??e?µat??? p?a?µat????µ?s???
  
• Know How ??ad??as?e?, µ???d??
• Know Why G??s? ?a? ?ata???s? t??
  st?at??????
• Know When Timing and time pacing
• Know Where ?ata???s? t?? a?????
• Know Who G??s? t?? a?ta????st?? ?a? t??
  s??e??at??
• Know Whether ?ata???s? t?? pa?a???t?? ???d????

15
?a??de??µa ???sd????sµ?? t?? a?t??e?µ???? ???s??
p?? ??e?????ta? ??a t?? e??as?a e-learning
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
16
???? µ?a st?at????? t??
???a??s?a??? ???s?? (knowledge strategy)
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ?e p??a ???s? ?a a?ta??????µaste
• ??? µp????µe ?a d?µ???????µe ? ?a ap??t??µe a?t?
  t?? ???s?
• ??? µp????µe ?a e?µeta??e??µaste t?? ???s? ?a?
  t?? µ???s?
• ??? µp????µe ?a µet??s??µe t?? p???d?

17
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
? st???? t?? d?a?e???s?? ???s??
S?µp????µat??? (complementary), s????????sa,
???a??µ???
?e??tt? (redundant), ap???????sa (divergent),
????? s??d?se??

• ?a ap?f??e? ? ??????s?
• t?? p???ap?as?asµ? t?? ?d??? e?e??e??? ?a?
  d?ast????t?t??
• t?? spat??? ?????? ?a? ??p??
• t?? epa?????? ?a???

18
St?d?a a??pt???? d?a?e???s?? ???s??
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ??t?p?sµ??, ap????e?s? ?a? d?aµe??sµ?? t??
  ?p?????sa? ???s??
• ?a??te?? a???p???s? t?? ?p?????sa? ???s??
• St?at????? d?µ??????a ?a? ?at??t?s? ???s??
  (acquiring)
• S??a????sµ?? µe t? d?a???t??? ?ef??a?? (Competing
  with knowledge assets)

19
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
??a?e???s? ???s?? µ?s? "enablers"

• ? ???s? de? d?a?e????eta?. ??t? p?? p??pe? ?a
  ?????µe se µ?a ep??e???s? e??a? ?a d?a?e???st??µe
  t? pe??ß????? ?ts? ?ste ?a ße?t?st?p??e?ta? ?
  e?µet???e?s? t?? ?p?????sa? ?a? ? d?µ??????a ??a?
  ???s??
• Larry Prusak, ??? Chief Knowledge Officer
• ? d?a?e???s? t?? ???s?? ßas??eta? se t??a
  "enablers"
• ???a??s?a?? Enablers ta ?p??a ?p?st??????? t??
  ???a??s?a?? µ???s?
• Enablers t?? d?ad??as??? ta ?p??a a?apt?ss??? ?a?
  ?p?st??????? d?ad??as?e? ??a t?? ap?te?esµat???
  d?µ??????a, d?aµe??sµ? (sharing) ?a? e?µet???e?s?
  / ???s? t?? ???s??
• ?e????????? Enablers ta ?p??a p??sf????? e??a?e?a
  ßas?sµ??a st?? te???????e? p????f?????? (IT) ??a
  t?? s??????, t?? ap????e?s? ?a? t?? d?aµe??sµ?
  ???s??

20
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
Organisational Enablers
?G
50
Processes Enablers
Technology Enablers
30
20
???? Procter Gamble
21
???a??s?a?? Enablers
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ?p?st??????? t?? ???a??s?a?? µ???s?
• O??a??t???? s?ed?asµ?? t?p???? ?a? ?t?pe? d?µ??
• Knowledge Manager - CKO
• S?ed?asµ?? t?? ????? e??as?a? open offices,
  co-location, job-rotation ????? ??a s??a?t?se??
  (coffee machine)
• ???a??s?a??? a??e? d?µ???at?a ?a? d???????
• ?? p??s????s? t?? ??s???
• ...t?? pe??aµat?sµ??
• ...t?? µ???s??
• ?µ??ß?? ?a? a?a?????s? ????t?a ??a µ???s? ?a?
  d?aµe??sµ?? ???s??, ?e?a????? e?????? ??a
  p?a?µat????µ??e? (champions)

22
Enablers t?? d?ad??as??? (I)
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ??apt?ss??? ?a? ?p?st??????? d?ad??as?e? ??a t??
  ap?te?esµat??? d?µ??????a, d?aµe??sµ? (sharing)
  ?a? e?µet???e?s? / ???s? t?? ???s??
• ??ad??as?e? µ???s?? (lessons learned) ?a? ???s??
  ??a ?t?µa ?a? ?µ?de?
• ??ad??as?e? a???????s?? µe st??? t?? a??pt???
  ??a??t?t??

23
??ad??as?a a???????s?? ßas?sµ??? st?? ??a??t?te?
???sd????sµ?? apa?t??µe??? ep?p?d?? ??a??t?t??
a?? ??s?
?.? at?- µ???? ??a- ??t?t??
?.? ??se?? e??as?a?
?p?ßeßa??s? at?µ???? p??f?? ??a??t?t?? ?a?
ep?ßeßa??s? ap?te?esµ?t?? ap?d?s?? se s?????s? µe
st?????.
? ß?s? ded?µ???? t?? e??a??µ???? pe????e?
t? p??f?? ??a??t?t?? ?a??? ep?s?? ??a de?t??
p???d?? ?a? ??a de?t?? a???????s??
?.? e??a??- µ????
??ad??as?a a???????s?? t?? ap?d?s??
????d?? a???- ????s?? t?? ap?d?s?? ?e??te?,
???µa?e? ?a? s?????? st???e???
??af??? a???????s??
?pa?at??f?d?t?s? ??a ap?te??sµata t?? a???????s??
?.? e??a??- µ????
????µe a????e? t?? apa?t??µe?? ap?d?s? ?a? t?
apa?t??µe?? ep?ped? ??a??t?t??
???
??ad??as?a a??pt???? ??a??t?t??
?a?
??ad??as?a s?ed?asµ?? stad??d??µ?a?
ßas?sµ??? st?? ??a??t?te?
24
Enablers t?? d?ad??as??? (II)
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ??apt?ss??? ?a? ?p?st??????? d?ad??as?e? ??a t??
  ap?te?esµat??? d?µ??????a, d?aµe??sµ? (sharing)
  ?a? e?µet???e?s? / ???s? t?? ???s??
• ???t?a eµpe??????µ???? (Expert Networks)
• ?????t?te? p?a?t???? - Communities of Practice
  (CoPs)
• ??ad??as?e? ep?pte?s?? - Mentoring process ??a
  t?? µetaß?ßas? ????t?? ???s??
• S??e?te??e?? e??d?? (Exit ?nterviews) ??a t??
  e?a??st?p???s? ap??e?a? ???s??

25
?e????????? Enablers
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ???sf????? e??a?e?a ßas?sµ??a st?? te???????e?
  p????f?????? (IT) ??a t?? s??????, t?? ap????e?s?
  ?a? t?? d?aµe??sµ? ???s??
• ?p?st????? ??t?? ???s??
• ??se?? ded?µ????
• Data Warehouses
• Digital Libraries - p.?. a??e?a pdf - Information
  Architecture
• ?p?st????? ????t?? ???s??
• S?st?µata ?p?st?????? ?µ?d?? Portals -
  ?e??ß?????ta ??a s??e??as?a µeta?? at?µ??, ?µ?d??
  ?a? ?????t?t?? p?a?t???? CoPs (e.g. Lotus Notes)
• S?st?µata d?a?e???s?? eµpe??????µ???? Expert
  Systems est?as? st?? ????t? ???s?
• Intranets (pa??de??µa t?? t?ape????? t?µ?a)

26
?a??de??µa Portal
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• Citron main features
• - Content management - Personalization engine
  - Communicative environment - Knowledge
  management
• (communities of practice) - Document
  Management
• (project, public, etc) - File management

- Content syndication- Content aggregation-
Hierarchical informational trees- Search /
metasearch functionality- Intelligent agents,
crawlers engines- Administration environment.
?a??de??µa
27
????? e??a? ?? "t?µe??" t?? d?a?e???s?? ???s??
What Should be Managed?
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
? ?????? ???? Life-Cycle t?? d?a?e???s?? ???s??
?at??t?s? t?? ???s??
???pt??? t?? ???s??
??aµe??sµ?? t?? ???s??
???s? t?? ???s??
28
????? e??a? ?? "t?µe??" t?? d?a?e???s?? ???s??
What Should be Managed?
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
H a?t????? t?? ?a???sµ?a? ???pe?a?
??aµe?????ta? ???s?
??µ???????ta? ???s?
?fa?µ????ta? ???s?
29
????? e??a? ?? "t?µe??" t?? d?a?e???s?? ???s??
What Should be Managed?
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
??µ??????a ???s?? ?p??es? ??a ???s?
d?µ?????e?ta? ap? t?? ep???s? p??ß??µ?t?? st??
ep??e???s?
???s? t?? ???s?? ?p??es? ? efa?µ??? t?? ???s??
??a ep??e???s?a?? a??a e?a?t?ta? ap? t??
ap?te?esµat???t?ta ????? t???? d?ad??as??? ?a?
s?µß???e? st? d?µ??????a ??a? ???s??.
S???es?
?p????e?s? t?? ???s?? ?p??es? ?e????
µe??da t?? ???s?? p?? apa?te?ta? st?? ep???s?
p??ß??µ?t?? ap????e?eta? st?? a????p??? ???s?,
sta a??e?a ?a? st?? e??p??sµ?.
?etaf???/??aµe??sµ?? ???s?? ?p??es? ????e?ta?
??a t?? e?e???p???s? ?a? a??pt??? t?? ???s?? ?ts?
?ste ?a s?s?et??eta? µe ta p??ß??µata t??
ep??e???s??.
30
?st?as? st? d?µ??????a ???s??
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
????t? ???s?
????t? ???s?
?????????p???s? Socialization
??t? ???s?
????t? ???s?
i
i
??t? ???s?
????t? ???s?
??t? ???s?
??t? ???s?
31
?st?as? st?? ap????e?s? t?? ???s??
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G
??t?p?sµ??
??d???p???s?
"S?s?e?as?a"

• ??se?? ded?µ????
• Digital Libraries
• S?st?µata eµpe??????µ????

?p????e?µ???
??d???p???µ???
???d???p???t?
32
?st?as? st?? ap????e?s? t?? ???s??
? ???ssa t? e??a?
d?a?e???s? e??a?e?a CKO
??G

• ???a??s?a?? G??s?
• ?a??? p?a?t????
• ?µpe??????µ??
• ??a???t??? ?ef??a??
• Intranets
• know-how t?µ???
• ?????t?te?
• G??s? t?? pe?at??

• "??????ta" ???s??
• ??se?? ded?µ???? ?a??te??? p?a?t????
• ?µ?de? eµpe??????µ????
• IPR - licences, pat??te?
• Extranets
• S?st?µata eµpe??????µ????
• Chat areas
• ???f?? t?? pe?at??, ß?se?? ded?µ????