Information Technology For Management 5th Edition

1
Chapter 10
Knowledge Management

• Information Technology For Management 5th Edition
• Turban, Leidner, McLean, Wetherbe
• Lecture Slides by A. Lekacos,
• Stony Brook University
• John Wiley Sons, Inc.

2
Learning Objectives

• ????? knowledge ?????????????????????? ?
  ??????????????
• ????????????????????????? ? ????????????
  knowledge management.
• ???????????????? ? ??? knowledge management.
• ????????????????????????????????? knowledge
  management ?????????????
• ???????????????????????????? knowledge management
  system.
• ?????????????????????? ? ??? chief knowledge
  officer (CKO) ??? ??????????????? knowledge
  management.
• ???????????????????????????????? knowledge
  management ?????

3
KM Portal At Frito-Lay Assists Dispersed Sales
Teams

• The Problem
• Frito-Lay ??????????????? PepsiCo ???????? 8.6 B
  ??????????? Plano Texas
• ??????????????????????????????????????????????????
  ?? access information ????????? ? ??? (same
  information) ????????????
• ?????????????????????????????????????? ? ???
• ??????????????????????????????????????????????????
  Laptop ??????????? access ??????
  ???????????????????????????????
• ?????????????????

4

• The solution
• Frito-Lay ?????????? KM Portal ??????? Corporate
  Intranet ?????????????????????????????????????
  ???? ?????? ???????????? ??????????? ?
  ?????????????? goal ???????????????
• Streamline knowledge
• Exploit customer-specific data (??????????????????
  ??????????????)
• Foster team collaboration (?????????????????????)

5

• The results
• ?????????????????????????????????????????????
  (snack ???????????)
• ????? share ????????? online
• ??????????????????????
• ??????????????????????????
• ??????????????? Knowledge Management at Inforsys
  Technologies ???? 389

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10.1 Introduction to Knowledge Management

• Concepts and Definitions
• ?????????????????????????? (Knowledge management
  (KM)) ?????????????????????????????????? ?????
  ??????? ??? ??????????????????????????????????????
  ???????????????????????? (organizations memory)
• ?????????????????????????????????????? ???????
• ????????????????????????????????????????????
• ??????????????????????????????? (dynamic
  learning)
• ?????????????????????????? (strategic planning)
• ????????????????? (decision making)

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• Knowledge management ?????????????? ???????????
• ??????????????????????????????????? (identifying
  knowledge)
• ??????????????????????????????????
• ?????????????????????????????????????????
  (leveraging its value through reuse)
• Knowledge management ??????
• ???????????????????????????????? (promote
  organizational learning)
• ???????????? (help solve problems)

8
Data, Information and Knowledge

• Information ??? ??????????????????????????? ????
• ????????????? (Timely)
• ???????????? (Accurate)

• Data ????????????
• ???????????? (Facts)
• ?????? (Measurements)
• ????? (Statistics)

9

• Knowledge ??????????? ????
• ??????????????????? (Contextual)
• ?????????????????????? (Relevant)
• ???????????????? (Actionable)
• ??????????????????????????????????????????????????
  ????????? ??????????????????????
• ??????????? (Knowledge)??? ???????????????????????
  ??????????????????????????????????????????????????
  ????????????????
• ??????????????????????????????????????????????????
  ??????

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Knowledge Corporate Asset

• ?????????????????????????????????
  (???????????????????????????????? ? ?????????)
• ??????????????????????????????????????????????????
  ?????? ?????????????????????????????????
  (???????????????) ????????????????????????????????
  ??????????? (???????????????????????????)
  ????????????????????????????????????
  (??????????????????????????) ?????????????????????
  ?????????
• ??????????? ?????????? ??? ?????????? refresh
  ?????????????????????? ??????????????????????
  ??????????????? dynamic ??????????????????????????
  ? ???????????????????????? refresh
  ????????????????????????? (???????????????????)
  ???????????????????????????????????????????

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• ????????????????? ????????????????????????????????
  ???????????????????????? ?????????????????????
  intangible aspects ??????
• ??????????????????????????? (Uncertain value of
  sharing) ????????????? ???????????????????????????
  ???????????????????????? ???? ????????????????????
  ???????????
• ???????????????? (Rooted in time)
  ??????????????????????????????????????????????????
  ???????
• Intellectual capital (intellectual
  assets)(?????????????????) ???????????????
  knowledge.

12
Knowledge Explicit knowledge

• ????????????????????? (Explicit knowledge)
  ??????????????????????????????????????????????????
  ??????????????????????????????????????????????????
  ??????????????????????????????????????????????????
  ??
• Explicit knowledge (???? leaky knowledge) deals
  with objective, rational, and technical knowledge
• -?????? (Data) -?????? (Policies)
• -?????????????? (Procedures) -?????????
  (Software)
• -?????? (Documents) -????????? (Products)
• -??????? (Strategies) -???????? (Goals)
• -??????? (Mission) -???????????????????? (Core
  competencies)
• Leaky knowledge ??????? ????????????????????????
  ???? ??????????? ???????

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• ????????????????????? (Tacit knowledge)
  ??????????????? subjective, cognitive ???
  experiential learning ????????????????????????????
  ??????? ???????????????????? embedded knowledge
  ???????? ???????????????????????????? ????
  ??????????????????????????????? business unit
• Tacit knowledge ??????????????
• -???????????????????? -Mental maps
• -?????????????????????? (Insights) -???????
  (Acumen)
• -????????? (Expertise) -Know-how
• -???????????????? (Trade secrets -?????????????
  (Skill sets)
• -???????????????????? -?????????????????

14
Explicit v.s. Tacit Knowledge
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The need for Knowledge Management Systems

• ??????????? knowledge management ???
  ??????????????????????? ?????????????????????(????
  ???????????) ??? ?????????????????????????????????
  ??? ???????????? ?????????????????????????????????
  ? ???????????????????????
• ?????????????????? ??????????????????????????
  explicit ??? tacit knowledge ?????????????????????
  ???????????????? (formal information systems)
  ???????????? Knowledge Management System (KMS)
• ??????????????? IT at Work 10.1 Northrop Grumman
  Uses Knowledge Management to Prevent Brain
  Drain page ?-

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Knowledge Management System Cycle

• ??????????????? knowledge management system
  ????????? 6 ?????????????????????????? ??????
• ???????????????? (Create knowledge) ????
  ???????????????????? ? ??????????
  ????????????????? ? (know-how)?????? ????
  ????????????????????????????
• ?????????????? (Capture knowledge)
  ????????????????????????????????????????????
  (valuable) ??? ??????????????????????????????
• ????????????????????????? (Refine knowledge)
  ??????????????????????????????????????????????????
  ??????????? ??????? ?????????????? tacit
  ?????????????????????????? explicit
• ?????????????????? (Store knowledge)
  ?????????????????????????????????? access ???

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Knowledge Management System Cycle

• 5) ??????????????????????? (Manage knowledge)
  ?????????????????????????????????????
  ??????????????????????????????????????????????????
  ??
• 6) ????????????????? (Disseminate knowledge)
  ??????????????????????????????????????????????????
  ?? ?????? ???????

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Knowledge Knowledge Management Systems
Knowledge Management Cycle
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10.2 Organizational Learning and Memeory

• ????????????????????? (The learning organization)
• ??????? ??????????????????????????????????????????
  ????????? (past experience
• ?????????????????????????????????
  ??????????????????????????
• 1) Meaning ??????? ???????????????????????????????
  ???????????????????
• 2) Management ??????? ?????????????????????????
• 3) Measurement ??????? ???????????????????????????

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• ?????????????????????????????????????? 5
  ???????????????????????
• 1) ?????????????????? (Systematic problem
  solving)
• 2) ????????????????????????? (Creative
  experimentation)
• 3) ?????????????????????????????? (Learning from
  past experience)
• 4) ????????????????????????????????????? ?
  ?????????? (Learning from the best practices of
  others)
• 5) ???????????????????????????????????????????????
  ????????????????? (Transferring knowledge quickly
  and efficiently throughout the organizational)

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• Organizational memory
• ???????????????????????????????????????????????
  ??????????? ??????? ????????? ??? ??????????
  ????????????????????
• Organizational Learning
• ?????????????????????? ? ??? ??????????????????
  ??????????????????????????????????????????????????
  ? ????????????????????????????
• 1) ?????????????? ? 2)
  ??????????????????????????????????
• 3) ???????????????????????????????? 4) A
  sense of humility (??????????????????)

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10.3 Knowledge Management Activities

• ??????????????????????????????????????????????????
  ? 1 ?? 3 ???????????
• 1) ??????????????????????? ? ????????? ???????
  ???? ? ???????????
• Maps
• yellow pages
• hypertext
• 2) ???????????????????????????????
  (knowledge-intensive culture) ????
• 3) ?????????? knowledge infrastructure
• ??????????????????????????????????????????????????
  ?????????????????
• ??????????????????? (Knowledge Creation)
• ????????????????????? (Knowledge Sharing)
• ??????????????????? (Knowledge Seeking)

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Knowledge Management Continued

• ??????????????????? (Knowledge creation) ????
  ??????????????????? (knowledge acquisition) ???
  ?????????????????????? ? ?????????????? ?
  ?????????????????? ?
• Socialization mode ??????? ???????????????????????
  ???????????????????????????? ???????? ? ???????
  social interactions ??? shared experience.
• Combination mode ??????? ?????????????????????????
  ???????? ? ???????????? , ????????,
  ?????????????, ??? ???????????????????????????????
  ?????????????
• Externalization ??????? ??????????????????????????
  ????????????????????????????????????? ?
• Internalization ??????? ???????? new tacit
  knowledge ??? explicit knowledge.

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(No Transcript)
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• ???????????????????????? (Knowledge sharing)
  ??????????????????????????, ??????????????????????
  , ???????????, ?????????? ????????????????????????
  ????????????????????????????????????????? ? ????
  ??????????????????????????????? IS
• ??????????????????? (Knowledge seeking)
  ????????????????????????????????????????????????

??????????? Activities or Processes
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10.4 Knowledge Management Approaches

• ????????????????????????????????????????????? 3
  ????????? ????????????????????? ( process
  approach) ?????????????????????? (practice
  approach) ??? ?????????????????????????????????
  (Best practice approach)
• The process approach ?????????????????????????????
  ? ?????????????????????? ??? ?????????????????????
  ??? (???????????????????????) ????????????????????
  ?????????????????????????????????????????
  ???????????????????????????
• Intranets data warehousing
• knowledge repositories decision support tools
• groupware
• ?????? process approach ??????????????????????????
  ???????????????????????? ?????????????????????????
  ???????????? explicit ?????????????? products
  services ??????

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Knowledge Management Approaches Continued

• The practice approach ??????????????????????
  ?????????????????????????????????? (tacit)
  ??????? ?????????????????? ???????????????????????
  ?????? ? ?? ??????????????????????????????????????
  ???? (????????????????????????????????????)
• ??????? ??????????????????????????????????????????
  ????????????? ?????????????????????????????? ????
  ??????????????????????????????????????????????????
  ?????????? tacit
• ?????? practice approach ??????????????????????
  highly customized solutions ??????????????????????
  ???????? ????????????????????????????????????????
  ??????????????????? ??? ??? ????????????

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• Best practices ???????????????????????????????????
  ??????????????????????????????????????????? ?
  ?????????????????? ?????????????????????
• 1) ???????????? ? ????????????????????????????????
  ??????????
• 2) ????????????? ?????????????? ????????
  ?????????????? ?????????????????? ?
  ????????????????????????????????????
• 3) Local best practice
• 4) Industrial best practice
• Hybrid approaches ???????????????????
• ?????????????IT at Work 10.2 Cultivating
  Knowledge at Monsanto) page 401

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10.5 Information Technology in Knowledge
Management

• ?????????????????????????????? ???????????
  technology ???? product ??????????????????????????
  ?????? business practices ????????????
  information technology ???????????????????????????
  ???????????????????????????????? (Knowledge
  Management Systems)
• Knowledge Management Systems ????????????????????
  ??
• ????????????????????? (Communication
  technologies) ???????? users ?????? access
  ????????????????????????????? ????????????????????
  ??????
• ???????????????????????????????????
  (Collaboration technologies) ?????????????????????
  ???????????
• Storage ??? retrieval technologies (database
  management systems) ??????????????????????????????
  ??

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Knowledge Management Supporting Technologies

• ??????????????????????????????????????????????????
  ???????????????????????? future innovations ?? KM
  field ??????
• Artificial Intelligence (AI methods expert
  systems, neural networks, fuzzy logic, genetic
  algorithms, etc.)
• ???????????????????????????????????????
• Explicit knowledge automatically and
  semi-automatically
• ?????????????????????????? language processors
• ??????????????? intelligent searches ???????
  intelligent agents.
• Intelligent agents ??? software systems
  ??????????????????????????????????????????????????
  ?????????????????????

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Knowledge Management Supporting Technologies

• Knowledge Discovery in Databases (KDD)
  ??????????????????????????????????????????????????
  ????????????????????????????? ????????????????????
  ?
• ???????????????????? (knowledge extraction)
• ???????????? (data archaeology)
• ?????????????? (data exploration)
• ????????????????????? (data pattern processing)
• data dredging (dredge ???,????)
• information harvesting

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Knowledge Management Supporting Technologies
Continued

• Data mining ??? ??????????????????????????????????
  ????? ???? ???????????????????????????????????????
  ??? (???????????????????????????????????? ??????
  e-mail ??? ???? ?)
• Model warehouses model marts ???????????????????
  ?????????????????? ( data mining)
  ?????????????????????? (knowledge discovery)
  ??????????????????????????????????????????????????
  ???????????
• Extensible Markup Language (XML)
  ?????????????????????????????????????????????
  ??????????????????????????????????????????????????
  ??????????????????? ? ??????????????

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10.6 Knowledge Management System Implementation

• Technology tools ?????????????????????????????????
  ???? ???????? knowware.
• Knowledge management software packages
  ??????????????????? tools ????????
  (???????????????????)
• collaborative computing tools ???? Groupware ????
  transfer tacit knowledge
• knowledge servers ?? knowledge management
  software ????????? ?????????????????????
• enterprise knowledge portals (EKP) ?????????? Web
  browser ??? database
• electronic document management systems (EDM)
• Electronic Document Management (?????????????
  content management system (CMS))
• knowledge harvesting tools ??? capture knowledge
• search engines ???????????????????????????????????
  ????????????????

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• knowledge management suites.
• Consulting Firms ???????????????????????????????
• ??????????????????????????????????
• ?????????????
• ???????? vertical market software
• Application service providers (ASPs) ???????????
  KMS outsourcing ?? Web ?????? complete knowledge
  management solution ?????? KM suite
  ??????????????????? set up.

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Knowledge Management Integration

• Knowledge management systems ???? enterprise-wide
  ????????????????????????????? ? ???????? ????
• Decision Support Systems (DSS)
• Artificial Intelligence
• Customer Relationship Management Systems (CRM)
• Supply Chain Management Systems (SCM)
• Corporate Intranets
• Extranets
• ??????????????? IT at Work 10.5 X1 provides
  governmental knowledge management solution

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Knowledge Management Integration
Knowledge management systems integration.
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10.7 Role of people in Knowledge Management

• ??????????????? KMS ???????????????????? ???? ?
  ?????????????????? ??????????????? ?? ????????
  ??????????????????????????????????????????
  ????????????????????????????????
• Chief knowledge officers (CKO)
  ??????????????????????????????????????????????????
  ? ?????????????????? knowledge management ?????
  ??????????????????????????????????????????????????
  ??????????????????????? ??? ??????????????????
  Duffy ???????????????
• ????????????????????????????????? Km
• ???????? Knowledge repository ??? best practice
• ?????????? senior executive ??????????????????????
  ?????????????????????????
• ??????????????????????????????????????????????????
  ?????? (?????????????????????????????????????????)
  
• ???????????????????????????????????????
• ??????????????????????????????????????????????????
  ???????? real time ?????????
• Globalize knowledge management

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• Chief executive officers (CEO) ???
  ????????????????? championing ??? KM effort.
• Chief financial officer (CFO) ???????????????????
  financial resources ?????????
• Chief operating officer (COO) ????????????????????
  ???????(???embed) knowledge management
  practices ????????????????????????????? ? ???
• Chief information officer (CIO) ????????????? IT
  vision ????????? ??? ???? IT architecture ???????
  databases, application software ???
• KMS developers ???????????????????????????????????
  ??
• KMS staff ?????????????? catalogue
  ?????????????????????????? ??????????

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10.8 Ensuring Success of Knowledge Management
Efforts

• ???????????????????????????????? ? ?????????????
  knowledge management strategy ????????????????????
  ????????? asset-based approach ????
  ??????????????????????????????????????????????????
  ???????????????
• Asset-based approach ??????????????????
  intellectual assets ??????????????????????????????
  ????????????????????
• ?????????????? variants ??? balanced scorecard
  ????????????????????????????????????????
  customer, process, and innovation
• Financial Metrics (tangible benefits)
• Non-Financial Metrics (intangible benefits)

Measuring Success or Failures
40

• Cause of KM Failure
• ??????????????? IT at Work 10.6 Escaping a
  knowledge management failure page 415
• Factors leading to KM success
• ??????????????????????? 10.1 Major Factors that
  Lead to KM Project Success
• Potential drawback to Knowledge Management System
• ??????????????? A Close Look 10.3 Adaptability
  A Missing Ingredient

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MANAGERIAL ISSUES

• Organizational culture change.
• ???????????????????????????????????????????????
  ???????? strong executive leadership, clearly
  expressed goals, user involvement in the system,
  ??? ??????????????????????????????????????????????
  ?????????????????????????
• How to store tacit knowledge.
• ????????????????????????? KMS ???????
  (???????????????? network storage model) ???????
  explicit knowledge ???? tacit knowledge
  ???????????? ?????????????????????????????????????
  ? ??????? ????????????????????????? tacit
  knowledge ?????????????????????????????
  ??????????????????????????????????????????????????
  ??????????????

42

• How to measure the tangible and intangible
  benefits of KMS.
• ?????????????????????????? intellectual assets
  ??? ?????????????????
• The lasting importance of knowledge management.
• Knowledge management ??????????????
  ??????????????????????????????????????????????????
  ?? ????????????????????????????????????????????
  know-how ?????????????? ??????????????????????????
  ??????????????????????????????????????????????????
  ????????? KM ????????????
• Implementation in the face of quickly changing
  technology.
• ?????????????????????????????????????????????????
  ? ?? IT ????????????????????????????????????????
  ???????????????????? ?????????? ??? makes sense
  ???????

43
??????????? 10

• ???????????????.