CS124 Technology in Business Lecture 9 - Knowledge Management PDF

X T H E U N I V E R S I T Y O F S T R AT H C LY D E CS124 Technology in Business Lecture 9 – Knowledge management Dr Fraser Macdonald...

X T H E U N I V E R S I T Y O F S T R AT H C LY D E CS124 Technology in Business Lecture 9 – Knowledge management Dr Fraser Macdonald [email protected] X Some project thoughts T H E U N I V E R S I T Y O F S T R AT H C LY D E Well done on all groups uploading their plans on time ☺ Specific feedback to follow, but you should be cracking on with your project Make sure you are prepared for your Q&A session next week Powerpoint with basic BPMN symbols is up on Myplace, so you don’t have to start from scratch if you want to use PPT natively For metrics/KPIs, you won’t have actual data, but make sure your mock-ups are believable Engage with your senior leaders – more on stakeholders this session X In this session T H E U N I V E R S I T Y O F S T R AT H C LY D E The concept of knowledge management Learning Outcomes Understand the diverse Technology for knowledge application of technology in the business environment management Knowledge and understanding of the commercial and Enterprise content management economic context of the E-learning development, use and Innovation management maintenance of information system Collaboration X Categories of BIS T H E U N I V E R S I T Y O F S T R AT H C LY D E Operations Knowledge management Process Transaction Workflow Enterprise Specialist Productivity E-commerce control processing management systems applications Collaboration Management information Information reporting Business intelligence Decision Support  Knowledge Management X T H E U N I V E R S I T Y O F S T R AT H C LY D E X Introduction to knowledge T H E U N I V E R S I T Y O F S T R AT H C LY D E We previously discussed data and information – specific facts Wisdom Knowledge is a more ephemeral concept Knowledge Knowledge can be tacit (not recorded) or explicit (recorded in some fashion) Information In an organisation it includes: How things are done (processes, guidelines, rules of thumb) Experience gained by employees Intelligence – feedback from customers, market intelligence Outputs created such as reports and documentation Data X Knowledge management T H E U N I V E R S I T Y O F S T R AT H C LY D E Knowledge Management (KM) is a deliberate, systematic business optimization strategy that selects, distils, organises, packages, and communicates information essential to the business of a company in a manner that improves employee performance and corporate competitiveness Bocij, P. (2019) Business information systems: technology, development and management for the modern business. Sixth edition. p27. X Knowledge management T H E U N I V E R S I T Y O F S T R AT H C LY D E Effective knowledge management can deliver each types of competitive advantage (Cost, Differentiation, Specialisation) It allows the value of knowledge to be more easily accessed It provides resilience, e.g. if employees leave It drives innovation, by surfacing and sharing knowledge that others can build on Bocij, P. (2019) Business information systems: technology, development and management for the modern business. Sixth edition. p28.  Enterprise Content Management X T H E U N I V E R S I T Y O F S T R AT H C LY D E X Enterprise content management T H E U N I V E R S I T Y O F S T R AT H C LY D E The productivity apps and specialist apps (and other systems) mentioned in lecture 5/6 allows users to produce knowledge and artifacts that must be stored and managed in some way These outputs have business value and if lost would have to be recreated Enterprise content management refers the process of storing, organising and retrieving documents and other material High density storage of paper documents X ECM platform features T H E U N I V E R S I T Y O F S T R AT H C LY D E Data storage Versioning Collaboration Security, including role-based access Workflow management, e.g. approval processes Indexing and analysis, to support search and retrieval Web page creation, Wiki creation  Sharepoint/Teams X T H E U N I V E R S I T Y O F S T R AT H C LY D E X ECM housekeeping T H E U N I V E R S I T Y O F S T R AT H C LY D E There’s a danger that an ECM becomes a dumping ground for all information, careful management is needed when adding new material and curating existing material Some organisations use the following process when adding new material: Flag Tag Bag Identify the Enhance the Store the document as a document with document in candidate for appropriate the ECM ECM storage metadata to make it easily searchable  E-learning X T H E U N I V E R S I T Y O F S T R AT H C LY D E X E-learning T H E U N I V E R S I T Y O F S T R AT H C LY D E A business e-learning platform covers Mandatory training, such as health and safety, fire safety, quality processes Role specific training, e.g. project managers Records of external training A central platform is necessary for compliance as well as staff development  Collaboration X T H E U N I V E R S I T Y O F S T R AT H C LY D E X Collaboration T H E U N I V E R S I T Y O F S T R AT H C LY D E In any business, most outcomes are achieved via people working together – collaborating Collaboration is closely linked to knowledge management – a key element of collaboration is sharing knowledge Different technologies support different collaboration styles X How do we collaborate? T H E U N I V E R S I T Y O F S T R AT H C LY D E Same time Different time (synchronous) (asynchronous) Same place (co-located) Face-to-face interactions Continuous tasks Collaboration in Time/Space Different place (remote) Communication and Remote interactions coordination X Email T H E U N I V E R S I T Y O F S T R AT H C LY D E Despite the proliferation of other comms mechanisms, email traffic continues to grow: 2023: 347.3 billion emails per day 2024: 361.3 billion emails per day (forecast, https://www.radicati.com/wp/wp-content/uploads/2023/04/Email-Statistics-Report- 2023-2027-Executive-Summary.pdf) Businesses still make significant use of emails to share information, especially 1 : many The asynchronous nature of email allows recipients to read and reply in their own time, however it can become a major productivity drain Email is a major attack vector for hackers and is therefore a significant corporate headache Use of file attachments is also a headache in terms of knowledge management – more in Lecture 9 X Instant messaging T H E U N I V E R S I T Y O F S T R AT H C LY D E The use of IM has grown significantly in the business environment Ideal for small info requests, they can be standalone (Whatsapp etc) or integrated into other applications (e.g. MS Teams) They can be another information security headache, with corporate data being exchanged via non-corporate systems (this may result in breaches of data protection legislation, amongst other “fun”) X Telephony T H E U N I V E R S I T Y O F S T R AT H C LY D E Businesses are moving away from traditional fixed telephone lines to IP telephony, where the Internet supports the call And of course, MS Teams and Zoom are now widely used for virtual meetings, driven by the COVID-19 pandemic and the subsequent slow return to the office environment  Innovation Management X T H E U N I V E R S I T Y O F S T R AT H C LY D E X Innovation management T H E U N I V E R S I T Y O F S T R AT H C LY D E Some of the best ideas that can help confer competitive advantage can be generated by employees at all levels Innovation can come from all areas of the business, not just operational Many businesses now have an innovation management process, supported by technology Innovation management is another form of knowledge management – ideas are knowledge that should be captured and leveraged X Innovation process T H E U N I V E R S I T Y O F S T R AT H C LY D E Discover Incubate Upscale Apply Surface ideas Initial testing of Understanding Roll out to from feasibility how the idea appropriate employees will work at areas of the scale business X Innovation management platform T H E U N I V E R S I T Y O F S T R AT H C LY D E Allow submission of ideas from all in the business – ideas submission is democratised Track an idea through all stages, including reasons for not progressing, and feedback to idea owners Support stage “gates” – the decision to move from one stage to the next Track the documents associated with the idea, such as the business case for progression (more on business cases in L10) Support analytics related to innovation: Which areas of the business do innovations come from? What types of innovation are we good at? How much value does innovation deliver? …  Where’s my stuff? X T H E U N I V E R S I T Y O F S T R AT H C LY D E X Hosting T H E U N I V E R S I T Y O F S T R AT H C LY D E We’ve covered a wide variety of systems, focusing on the business functions and not the technology itself Hosting of systems is a significant subject you’ll explore later in your programme For our purposes, let’s compare: On-premise hosting (on-prem) Cloud hosting (public or private) X On-prem vs cloud hosting T H E U N I V E R S I T Y O F S T R AT H C LY D E On-prem Cloud System is installed on physical System is installed in a data centre, hardware on premises owned by Custom designed building for the business hosting, with the right Business needs the appropriate environmental and power facilities physical space (air con, power) System resources can scale up and Servers are scaled to meet highest down as needed, e.g. to cope with volume demands and cannot be high demands and peak periods easily changed (elasticity) Costs are fixed Costs vary according to usage Full control over system Some loss of control of system (Theoretically) best security (Theoretically) less secure Requires appropriate skilled Cloud hosting companies provide employees to manage appropriate support resources X The end T H E U N I V E R S I T Y O F S T R AT H C LY D E We’ve explored two final BIS categories: knowledge management and collaboration The applications support employees at all levels in the business and are the “glue” the helps the business run The class test will cover BIS in general, but you will not be expected to “classify” systems X X THE P U LNAI VCEE RO S FI T U Y SOEFF USLT R LAET AHRC N LI N YGDE