Contents 1 Introduction to Knowledge Management 2 Knowledge Management Cycles

Transcription

1 Contents 1 Introduction to Knowledge Management Learning Objectives Difference Between Knowledge Economy and Traditional Economy Understanding Knowledge Management What Is Knowledge Need for Systematic Approach Definitions of Knowledge Management Cross-Functions in KM Types of Knowledge Business Relevance of KM Levels of KM Summary Practice Questions Knowledge Management Cycles Introduction Different Stages in Knowledge Management Cycles KM Cycle Transformation From Tacit to Explicit and Back to Tacit Types of Knowledge Management Cycle Zack KM Cycle The Bukowitz and Williams KM Cycle The McElroy KM Cycle Wiig KM Cycle Knowledge Management: Perspective of Small and Big Organisations Small Organisations Large Organisations Challenges for Implementing Knowledge Management Cycle Summary ix

2 x Contents 3 Communities of Practice for Effective Knowledge Management Strategy Understanding Community of Practice Strategic Competence Competitive Competence Core Competence Characteristics of Communities of Practice Four Types of Community The TATA Steel Experience Virtual Communities of Practice Barriers Development and Nurturing of CoPs Communities of Practice in the Development Sector Summary Issues and Challenges in Knowledge Management Introduction Challenges Faced by KM in General Implementation Challenges of Knowledge Management Cultural Technology Infrastructure Process and Architecture Adaptation of NPOs to KM Challenges Being Faced by the NPO Sector Phases Crucial to Knowledge Management Challenges for Each Phase Conclusion Summary Designing Knowledge Management Strategy Introduction Knowledge Codification Principles of Knowledge Codification Codification Requirement Points to Observe Modes of Knowledge Conversion Points to Ponder Before Going for Codification Codifying Tacit Knowledge Codification Tools and Procedures Cognitive Maps Decision Trees Knowledge Taxonomies Strategic Implications of Knowledge Capture and Codification... 64

3 Contents xi 5.11 Practical Implications of Knowledge Capture and Codification Case: Knowledge Management Dell (Formerly Perot Systems) What Is the Importance of KM Strategy What Is KM Strategy? Importance of Knowledge Management Strategy Vision, Mission, Goal and Its Importance for Knowledge Management Strategy Knowledge Management: A Strategic Initiative? The KM Team Communities of Practice Knowledge Management Process Knowledge Management Architecture Principles of Knowledge Management and Design of Architecture Various Levels of KM Architecture KM Cycle KM Implementation Roadmap KM, Organisational Culture and Change Management KM Culture Creation Rewards and Recognition Scheme Importance of Change Management in KM KM Measurement KM Metrics Return on Investment KM Tools Knowledge Management Plan KM Risk Plan (Challenges and Issues) Knowledge Management Audit Knowledge Audit Methodology KM: The Way Ahead Summary KM Metrics and KM Audit KM Metrics Measures for Outcomes Performance Indicators Summary of KM Performance Measures: Personnel and Training Structure Knowledge Audit and KM Audit KM Audit Process Steps of KM Audit Process Conclusion Summary

4 xii Contents 7 Implementing KM Strategy Introduction KM Implementation Frameworks MAKE Plan for KM KM Implementation Framework KM Implementation Framework for a Non-profit Organisation Steps for KM Implementation KM Implementation Roadmap Evaluation of KM Implementation KM Maturity Model Gaps in KM Implementation Conclusion Summary KM and Web Web 2.0: The User-Driven Intelligent Web Difference in Webs 1.0 and Web 2.0 Deployment and Usage Mashups: An Important Part of Web How API Is Different From Web Social Networking Some Statistics Social Networking Sites Tools of Social Networking Wikis RSS Tagging Social Networking Example of Social Networking Websites Web 2.0 Technologies The Gap in Web 2.0 and Knowledge Management Verifying and Codifying Work: Some of the Best Practices that Can Be Integrated The Power of Network Metcalfe s Law Internal Rate of Return in Social Networking Limitation of Social Networking Communities of Practice Virtual Communities of Practice Enterprise Social Networking: Fluidity Versus Institutionalisation Examples of Organisation Providing Solution for Internal Social Networking

5 Contents xiii 8.15 Benefits of Knowledge Management Through Social Networking Six Degrees of Separation Getting Knowledge on Time Multitasking Lowering Attrition Rate with the Help of Social Networking Cost Creating a Culture of Sharing in the Organisation Moving Beyond Geographical Boundaries Importance of Data Management in Web Managing of Data by Social Networking Sites New Forms of Data Management Structures Required Limitations of Web 2.0 in Knowledge Management Bandwidth Utilisation Loss of Productivity More Malware Access Too Many Passive Employees Summary KM and Cloud Computing Introduction Data Centre Cloud Computing Virtualisation Types of Clouds Public Cloud Hybrid Cloud Private Cloud Segments of Cloud Computing KM and Cloud Computing Benefits of Cloud Computing Introduction of Cloud Computing in Indian IT Firms Redefining Role of IT Within a Firm Role of IT Vendors in Cloud Computing Cloud Computing Can Close the Development Gap Cloud Computing for Development Summary KM in the Development Sector Background Need of KM in Developmental Organisations Knowledge Products KM Cycle

6 xiv Contents 10.5 Concept of Trust in Development Organisations Individual-Level KM Transforming Personal Knowledge to Organisational Knowledge Outcomes of a Successful KM Plan BASIX: A Case Study of Knowledge Management Background and Working Environment Knowledge Management in BASIX KM Process Followed in BASIX Conclusion Summary Automation in Knowledge Management Introduction Technology and Knowledge Management Definition of Knowledge Management Factors That Affect Knowledge Management Economics Sociology Philosophy and Psychology Practices Laws of Knowledge Management Approaches to Knowledge Management Mechanistic Approach Cultural/Behavioural Approach Systematic Approach Business Mapping of Automation in Knowledge Management Systems Knowledge Management Process Model Knowledge Management System Architecture Infrastructure Services Storage Communication Knowledge Services Knowledge Creation Knowledge Sharing Knowledge Reuse Presentation Services Personalisation Visualisation Aggregation of Services Calculating Return on Investment on KM Initiatives The US Navy Metrics Model Prerequisites for Any Model

7 Contents xv Cost/Benefit Model Tangible Costs Cost Characteristics Measurements Measuring Tangibles Measuring Intangibles Actual Intangibles The Fusion of Process and Knowledge Management Fusion Architecture Vendor Capabilities Summary Appendix Sample Cost Analysis Template Sample ROI Calculation Template Review Questions Appendix Additional Case Studies Further Reading

8