MIS Chapter 11: Knowledge Management

• Chapter 11 discusses Managing Knowledge within Management Information Systems, covering knowledge management and its application in digital firms.

Learning Objectives

• Describe the role of knowledge management and its programs in business contexts.
• Identify and discuss the types of systems that are used for enterprise-wide knowledge management, including how they provide value.
• List major knowledge work systems (KWS) types and their value to organizations.
• Explain the business benefits derived from using intelligent techniques for knowledge management.

P&G Case Study

• P&G shifted from paper records to digital knowledge management to improve research efficiency.
• Inefficient research and development processes relied heavily on paper records.
• Solutions included an electronic document management system to store research information digitally.
• eLab Notebook enables digital document creation and management, enhancing digital searching of library resources.
• IT plays a role in reducing costs and offers organizational knowledge more easily.
• Effective content management helps organizations become more efficient and profitable.

The Knowledge Management Landscape

• Knowledge management systems represent one of the fastest-growing areas for software investment.
• The information economy consists of employees that can be described as knowledge or information workers.
• Knowledge workers account for 55% if the U.S. labor force.
• 60% of the U.S. GDP is attributed to knowledge and information sectors.
• A substantial portion of a firm's stock market value is tied to intangible assets like knowledge and brand reputation.
• Well-executed knowledge-based projects can generate significant returns on investment (ROI).
• Knowledge is a valuable asset that can come in tangible and intangible forms
• As an asset knowledge requires organizational resources

Dimensions of Knowledge

• Creation of knowledge involves data, information, and organizational resources.
• Shared knowledge and experiences create network effects.
• Knowledge is expressed in explicit( documented) or tacit forms (residing in minds)
• Other forms of knowledge include the following:
  • Know-how and skill
  • How to follow procedures
  • Understanding causality
• Knowledge has dimensions that include location
  • Cognitive event, social and individual experiences, and culture
  • It also works in certain situations
• Situational Knowledge
  • Knowledge is conditional regarding when to apply a procedure and it's contextual based on what can be used in the situation

Knowledge Transformation

• Transforming information into knowledge requires allocating additional resources to discover patterns, rules, and relevant contexts.
• Individual and collective experience is applying knowledge to solving problems.
• Transformative knowledge includes understanding where, when, and how knowledge is applied to do things effectively and efficiently.
• Knowledge can create advantages through duplication.
• Organizational learning occurs through collected data, measurement, trial and error, and feedback.
• Adjustments in behaviour happen after reflecting on experience which result in new business practices and management decisions.

Knowledge Management

• Knowledge management involves multiple steps where these processes are developed into an organization
• Knowledge management focuses on creation, application, storing, and transferring knowledge
• The knowledge management value chain involves creating knowledge, storing knowledge, distributing knowledge, and applying knowledge.
• Knowledge acquisition involves documenting tacit and explicit knowledge.
• Storing involves documents, reports, presentations, and practices
• Unstructured documents: (e.g., e-mails) Developing online Expert networks

Knowledge Management Value Chain

• Knowledge storage involves databases and document management systems, including supporting planned knowledge storage systems, and corporate indexing for storage.
• Motivated employees update and store information in the system
• Knowledge dissemination utilizes:
  • Portals, push e-mail reports, search engines, and collaboration tools
• Knowledge application for return on investment necessitates that organizational knowledge becomes a systematic part of decision-making.
• Incorporating decisions with support systems allow for new commercial practices, products, and new markets.

Roles and Responsibilities

• New organizational roles and responsibilities around knowledge:
  • Chief knowledge officer executives
  • Dedicated staff / knowledge Managers
  • Communities of practice (COPs)
• Informal social networks of employees and professionals can be created with similar activities.
• Activities:
  • Education
  • Online newsletters
  • Discussions
• Results include reuse of knowledge and improved processes

Knowledge Management Types

• Enterprise-Wide Knowledge Management Systems: Aim to collect, store, distribute, and apply digital content, general-purpose tools.
• Knowledge Work Systems (KWS): Enable the creation of new knowledge and its effective integration into the business.
• Intelligent Techniques: Incorporate data mining to extract patterns in data, assisting with knowledge discovery.

Knowledge Types in Enterprise

• Major types of knowledge used in enterprise
  • Structured, Semistructured, Unstructured knowledge
• Structured documents are pre organized reports and presentations
• Semistructured documents may contain audio and video content
• Tacit knowledge is acquired by observation or experience
• Portals assist with information capturing, storing, retrieval , distribution and preserving knowledge.
• External sources and technologies assist with content and knowledge sharing.
• These various structures can improve external and internal communications.

Enterprise Content Management Systems

• Key problems with content management is applying the correct taxonomy
• Data must be tagged with categories for retrieval.
• Digital asset management is used in specialized scenarios to process multimedia files.
• Knowledge network systems provide online directory of corporate experts in well-defined knowledge
• Communication can be utilized for quick exchange of information and employees can use the information for quick solutions
• May systematize solutions developed by experts and store them in knowledge database.
• A directory of corporate experts can provide value and can save time

Technologies

• Digital portals and techniques can be utilized for easy access of all information
• Use of consumer Web technologies is used to access customer feedback and can be integrated through Web sources
• Support multiple modes of Learning: learning management includes online learning platforms (CD-ROM and the internet), and live classroom environments