1. 1 Knowledge Management  Ancient  Collaboration at the organizational level  Could revolutionize collaboration and computing Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

2. 2 Opening Vignette: Knowledge Management Gives Mitre a Sharper Edge  Mitre - knowledge management system (KMS) to leverage organizational knowledge effectively through the organization  Internal marketing during development  Supported at the highest level  Provided an important application  Organizational culture shift was critical  Saved $54.91 million / invested $7.19 million  (End of 2001: over $60 m illion saved) Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

3. 3 Knowledge Management  Leverages intellectual assets  Delivers appropriate solutions to anyone, anywhere  Good managers have always done this  Ancient concept Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

4. 4 How the Irish Saved Civilization by Thomas Cahill n Maewyn (later Patrician), from Wales (Western UK), a pagan Roman child born in 385. n At 16, abducted by Irish marauders who raided his village. n Brought to Ireland, sold into slavery, became a shepherd (& learned Gaelic). n Lived there 6 years. n Got a vision – walk to a port city and sailors will take you home.

5. 5 How the Irish Saved Civilization by Thomas Cahill n Got edgy in Wales. n Left for Gaul to become a Catholic Priest. n Stayed 12 years. n Learned to read and write. n Copied books. n Got edgy again. Decided to convert all Irish pagans to Christianity. n But instead the Church appointed St. Palladius to Ireland.

6. 6 How the Irish Saved Civilization by Thomas Cahill n Two Years later, Patrick went back to Ireland as Second Bishop (Remember he spoke Gaelic) n Established monasteries, schools and churches. n Performed his vision (mission/miracle?) over 30 years (and was arrested several times). n Also the snake miracle? n Patrick retired to County Down. n Died on March 17 in 461.

7. 7 How the Irish Saved Civilization by Thomas Cahill n Also taught the Irish to read and write n Because of a love of learning and books Irish priests go to the continent to copy books and bring them back n ROME FALLS (476)! n LIBRARIES/BOOKS BURNED! n MIDDLE (DARK) AGES BEGIN!

8. 8 How the Irish Saved Civilization by Thomas Cahill n Most of Europe is Ignorant. Little reading/writing. Few books. n Centuries pass. n Irish priests eventually move into Scotland, England, and the continent. n Train priests to write and read. n Bring books back. n Renaissance Begins (~1450 – Gutenberg) n Most of the classical Western literature was preserved in Ireland – the world’s largest KNOWLEDGE REPOSITORY – for centuries.

9. 9 Knowledge Management Helps organizations  Identify  Select  Organize  Disseminate  Transfer Important information and expertise within the organizational memory in an unstructured manner Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

10. 10 Knowledge As a form of capital, must be exchangeable among persons, and must be able to grow Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

11. 11 Knowledge Management Requires a major transformation in organizational culture to create a desire to share Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

12. 12 Knowledge  Information that is contextual, relevant and actionable  Knowledge is INFORMATION IN ACTION  Higher than data and information Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

13. 13 Knowledge Types  Explicit knowledge  Tacit knowledge Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

14. 14 Explicit Knowledge  Objective, rational, technical  Easily documented  Easily transferred / taught / learned Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

15. 15 Tacit Knowledge  Subjective, cognitive, experiential learning  Hard to document  Hard to transfer / teach / learn  Involves a lot of human interpretation Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

16. 16 Knowledge Repository  Not a database  Not a knowledge base (like for ES)  A collection of internal and external knowledge Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

17. 17 Cyclic Model of KM Manage Knowledge Store Knowledge Disseminate Knowledge Refine Knowledge Create Knowledge Capture Knowledge Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

18. 18 Chief Knowledge Officer (CKO)  Maximize firm’s knowledge assets  Design and implement KM strategies  Effectively exchange knowledge assets  Promote system use Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

19. 19 KM Strategies n Codification Strategy –Identify who has knowledge –Classify and extract the knowledge –Manage the knowledge n Personalization Strategy –Identify who has knowledge –Classify the knowledge and store information about who to contact to get it –Manage the “pointers to the knowledge”

20. 20 Storage Strategies n Repository Storage Strategy –For the Codification Strategy –Develop a Knowledge Repository, and –The Technology and People to Manage it n Network Storage Strategy –For the Personalization Strategy –Heavily based on communication to connect with people who have knowledge

21. 21 KM Technologies 1. Communication –To enable people to connect to other people or the KMS 2. Collaboration –To enable people to work together 3. Storage –To store and maintain the knowledge or knowledge about who has knowledge

22. 22 KM and AI  Can use AI in KM  Can use KM in AI  Data mining can create knowledge Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

23. 23 KM – The Future  Not a fad  Impact is immense  Research on organizational culture  How to do each step  Are they the right steps? Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

24. 24 Knowledge Management  The definition is clear  The concepts are clear  The challenges are  Clear  Surmountable  The benefits are clear (and can be huge)  The tools and technologies are viable Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

25. 25 Knowledge Management Key Issues  Organizational culture  Executive sponsorship  Measuring success  The future: Comprehensive standardized KM packages Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

26. 26 Knowledge Mangement “The wise see knowledge and action as one” (Bhagvad Gita). Intelligent organizations recognize that knowledge is an asset, perhaps the only one that grows over time, and when harnessed effectively can sustain the ability to continuously compete and innovate. Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ

27. 27 Case Applications 9.1 Chrysler’s New Know-Mobiles 9.2 Knowledge the Chevron Way Decision Support Systems and Intelligent Systems, Efraim Turban and Jay E. Aronson, 6th edition. Copyright 2001, Prentice Hall, Upper Saddle River, NJ