1. KNOWLEDGE MANAGEMENT SYSTEMS LIFE CYCLE Chapter #3

2. Chapter 3: Knowledge Management Systems Life Cycle 2-2  What is Knowledge Management (KM)?  What are the driving forces?  What is Knowledge Management System (KMS)?  Classification of Knowledge Management System  Data, Information and Knowledge  Types of Knowledge  Human’s Learning Models Review of Lecture 1

3. Chapter 3: Knowledge Management Systems Life Cycle 2-3 Today’s Topics  Challenges in building KM Systems  Compare KMSLC and CSLC  KMS (User/Expert), CS (User/Admin)  User’s vs. Expert’s Characteristics  Stages of KMSLC

4. Chapter 3: Knowledge Management Systems Life Cycle 2-4 CHALLENGES IN BUILDING KM SYSTEMS  Culture — getting people to share knowledge  Knowledge evaluation — assessing the worth of knowledge across the firm  Knowledge processing — documenting how decisions are reached  Knowledge implementation — organizing knowledge and integrating it with the processing strategy for final deployment 一動不如一靜 如何論功行賞 領導階層以身作則 落實於實際工作

5. Chapter 3: Knowledge Management Systems Life Cycle 2-5 Today’s Topics  Challenges in building KM Systems  Compare KMSLC and CSLC  User’s vs. Expert’s Characteristics  Stages of KMSLC

6. Chapter 3: Knowledge Management Systems Life Cycle 2-6 Conventional System Life Cycle Recognition of Need and Feasibility Study Logical Design (master design plan) Physical Design (coding) Testing Implementation (file conversion, user training) Operations and Maintenance Software Requirements SpecificationsIterative KM System Life Cycle Evaluate Existing Infrastructure Knowledge Capture Design KM Blueprint Verify and validate the KM System Implement the KM System Manage Change and Rewards Structure Form the KM Team Post-system evaluation vs. Iterative

7. Chapter 3: Knowledge Management Systems Life Cycle 2-7 Key Differences  Systems analysts knowledge developers  Systems analysts deal with information from the user; knowledge developers deal with knowledge from domain experts  Users know the problem but not the solution; domain experts know both the problem and the solution Users domain experts sequential incremental interactive  System development is primarily sequential; KMSLC is incremental and interactive.  System testing normally at end of conventional system life cycle; KM system testing evolves from beginning of the cycle

8. Chapter 3: Knowledge Management Systems Life Cycle 2-8 Key Differences (cont’d)  Conventional system life cycle is process-driven “specify then build”;  KMSLC is result-oriented “start slow and grow”

9. Chapter 3: Knowledge Management Systems Life Cycle 2-9 Key Similarities  Both begin with a problem and end with a solution  Both begin with information gathering or knowledge capture  Testing is essentially the same to make sure the system is right and it is the right system  Both developers must choose the appropriate tool(s) for designing their respective systems

10. Chapter 3: Knowledge Management Systems Life Cycle 2-10 Today’s Topics  Challenges in building KM Systems  Compare KMSLC and CSLC  User’s vs. Expert’s Characteristics  Stages of KMSLC

11. Chapter 3: Knowledge Management Systems Life Cycle 2-11 Users Versus Experts Attribute User Expert Dependence on system High Low to nil Cooperation Usually cooperative Cooperation not required Tolerance for ambiguity Low High Knowledge of problem High Average/low Contribution to systemInformation Knowledge/expertise System userYes No Availability for system builder Readily available Not readily available 系統依賴性 合作關係 對細節的區別能力 對問題的描述能力 對系統開發的貢獻 是否實際使用系統 對系統開發的配合度

12. Chapter 3: Knowledge Management Systems Life Cycle 2-12 Today’s Topics  Challenges in building KM Systems  Compare KMSLC and CSLC  User’s vs. Expert’s Characteristics  Stages of KMSLC

13. Chapter 3: Knowledge Management Systems Life Cycle 2-13 Stages of KMSLC Evaluate Existing Infrastructure Knowledge Capture Design KM Blueprint Verify and validate the KM System Implement the KM System Manage Change and Rewards Structure Form the KM Team Post-system evaluation Iterative Rapid Prototyping Iterative Rapid Prototyping

14. Chapter 3: Knowledge Management Systems Life Cycle 2-14 The Scope Factor  資源： Consider breadth and depth of the project within financial, human resource, and operational constraints  時效： Project must be completed quickly enough for users to foresee its benefits  技術： Check to see how current technology will match technical requirements of the proposed KM system

15. Chapter 3: Knowledge Management Systems Life Cycle 2-15 Role of Strategic Planning Risky to plunge into a KMS without strategizing. Consider the following:  Vision ( 願景 ) — Foresee what the business is trying to achieve, how it will be done, and how the new system will achieve goals  Resources ( 資源 ) — Check on the affordability of the business to invest in a new KM system  Culture ( 文化 ) — Is the company’s political and social environment amenable to adopting a new KM system?

16. Chapter 3: Knowledge Management Systems Life Cycle 2-16 Stages of KMSLC Evaluate Existing Infrastructure Knowledge Capture Design KM Blueprint Verify and validate the KM System Implement the KM System Manage Change and Rewards Structure Form the KM Team Post-system evaluation Iterative Rapid Prototyping Iterative Rapid Prototyping

17. Chapter 3: Knowledge Management Systems Life Cycle 2-17 KM Team Formation  Identify the key stakeholders in the prospective KM system.  Team success depends on:  Calibre ( 才幹 ) of members  Team size ( 員額 )  Complexity ( 複雜度 ) of the project  Leadership ( 領導能力 ) and team motivation  Promising more than can be realistically delivered ( 上級 的大話 )

18. Chapter 3: Knowledge Management Systems Life Cycle 2-18 KNOWLEDGE CAPTURE  Explicit knowledge captured in repositories from various media  Tacit knowledge captured from company experts using various tools and methodologies  Knowledge developers capture knowledge from experts in order to build the knowledge base

19. Chapter 3: Knowledge Management Systems Life Cycle 2-19 Knowledge Capture and Transfer Through Teams Team performs a specialized task ( 個別任務 ) Knowledge transfer method selected ( 轉移 ) Evaluate relationship between action and outcome ( 成效評估 ) Outcome Achieved Knowledge Developer Knowledge stored in a form usable by others in the organization ( 儲存 ) Feedback

20. Chapter 3: Knowledge Management Systems Life Cycle 2-20 Selecting an Expert  How does one know the expert is in fact an expert?  How would one know that the expert will stay with the project?  What backup should be available in case the project loses the expert?  How would the knowledge developer know what is and what is not within the expert’s area of expertise?

21. Chapter 3: Knowledge Management Systems Life Cycle 2-21 Role of the Knowledge Developer  The architect of the system  Job requires excellent communication skills, knowledge of capture tools, conceptual thinking, and a personality that motivates people  Rapport with top management for ongoing support

22. Chapter 3: Knowledge Management Systems Life Cycle 2-22 Stages of KMSLC Evaluate Existing Infrastructure Knowledge Capture Design KM Blueprint Verify and validate the KM System Implement the KM System Manage Change and Rewards Structure Form the KM Team Post-system evaluation Iterative Rapid Prototyping Iterative Rapid Prototyping

23. Chapter 3: Knowledge Management Systems Life Cycle 2-23 Design of the KM Blueprint The KM blueprint addresses several issues:  System interoperability and scalability with existing company IT infrastructure  Finalize scope of proposed KM system with realized net benefits  Decide on required system components  Develop the key layers of the KM architecture to meet company requirements. KM architecture

24. Chapter 3: Knowledge Management Systems Life Cycle 2-24 Rapid Prototyping Process? Build a Task Structure a Task Structure the Problem Make Modifications Reformulate the Problem Repeated Cycle(s) Repeated Cycle(s)

25. Chapter 3: Knowledge Management Systems Life Cycle 2-25 User Interface (Web browser software installed on each user’s PC) Authorized access control (e.g., security, passwords, firewalls, authentication) Collaborative intelligence and filtering (intelligent agents, network mining, customization, personalization) Knowledge-enabling applications ( customized applications, skills directories, videoconferencing, decision support systems, group decision support systems tools) Transport (e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow) Middleware (specialized software for network management, security, etc.) The Physical Layer (repositories, cables)..... Databases Data warehousing (data cleansing, data mining) Groupware (document exchange, collaboration) Legacy applications (e.g., payroll) 12345671234567 Layers of KM Architecture

26. Chapter 3: Knowledge Management Systems Life Cycle 2-26 Testing the KM System  Verification procedure: ensures that the system is right  Validation procedure: ensures that the system is the right system  Validation of KM systems is not foolproof

27. Chapter 3: Knowledge Management Systems Life Cycle 2-27 Stages of KMSLC Evaluate Existing Infrastructure Knowledge Capture Design KM Blueprint Verify and validate the KM System Implement the KM System Manage Change and Rewards Structure Form the KM Team Post-system evaluation Iterative Rapid Prototyping Iterative Rapid Prototyping

28. Chapter 3: Knowledge Management Systems Life Cycle 2-28 Implementing the KM System  Converting a new KM system into actual operation  This phase includes conversion of data or files  This phase also includes user training  Quality assurance is paramount ( 首要原則 ), which includes checking for:  Reasoning errors  Ambiguity  Incompleteness  False representation (false positive and false negative)

29. Chapter 3: Knowledge Management Systems Life Cycle 2-29 Beware! Resistors of Change  Experts  Regular employees (users)  Troublemakers  Resistance via projection ( 抗拒 ), avoidance ( 逃避 ), or aggression ( 破壞 )