A Case Study of Knowledge Management
This paper presents what Knowledge Management is all about, KM status of an organization, theoretical aspects of KM introduced in different companies, identified examples in the real world, KM tools used in organizations and use to facilitate the KM process in a specific organization. Introduction
Knowledge Management (KM) has been growing in importance and popularity as a research topic since the mid 1990`s. This is enough time for many companies to implement KM initiatives and KM systems (KMS). This paper presents some cases investigating the implementation of KM in a number of companies of all sizes. This paper presents what Knowledge Management is all about, KM status of an organization, theoretical aspects of KM introduced in different companies, identified examples in the real world, KM tools used in organizations and use to facilitate the KM process in a specific organization What is KM?
Knowledge Management (KM is about making the right knowledge available to the right people. It is about making sure that an organization can learn, and that it will be able to retrieve and use its knowledge assets in current applications as they are needed. In the words of Peter Drucker, who was an Austrian-born American management consultant; it is “the coordination and exploitation of organizational knowledge resources, in order to create benefit and competitive advantage” (Drucker 1999). Where de disagreement occurs is in conjunction with the creation of new knowledge. Wellman (2009) limits the scope of KM to lessons learned and the techniques employed for the management of what is already known. He argues the knowledge creation is often perceived as a separate discipline and generally falls under innovation management. Bukowitz and Williams (1999) link KM directly to tactical and strategic requirements. Its focus is on the use and enhancement of knowledge based assets to enable the firm to respond to these issues. According to this view, the answer to our question “What is KM?” would be significantly broader. What is knowledge?
Davenport and Prusak said in their book entitled “Working Knowledge” that knowledge locates at the apex of three-story pyramid (as shown in Figure 1). At the first level of the pyramid is data, which expresses objective statement in terms of transaction record. For examples, the collection of transaction fee and service quality is the typical example. The second level of the pyramid is information called as message. To transit a message, it must contain a sender , receiver , and a package of information created by sender. For example, the comparison of monthly sales can be converted into information by so-called 5C methods, which are: Categorized: To category information to form a message.
Calculated: To use mathematical or statistical method to form message. Corrected: To delete uncorrected data to form information.
Condensed: To condense the information into a more concise message. Contextualized: To collect data as purpose and description to form message. Last but not least, knowledge locates at the third level of the pyramid. It is more general and convincible than data or information, but still needs these two as foundation. The knowledge includes structured experience, value, judgment, vision, intuition, expert`s comment and other values. Knowledge stems from information just as the information is originated from data. To convert information into knowledge, a so-called 4C method must be adopted: Comparison: To compare information at various conditions.
Consequences: What does the information imply to decision and action? Connections: What is the connection between knowledge generated by information and other parts of knowledge? Conversations: By direct communications with others to get their comment to the information. There are two major types of knowledge:
1. Tacit knowledge.
2. The concept analysis technique....
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