สัมมนาการจัดการความรู้ 1 ATKM 791

Today’s Contents Knowledge Knowledge management Knowledge management process Knowledge management Technologies KMS

Knowledge Information effective in action, information focused on results. (Drucker. P. , 1994) “Knowledge is a value asset” Knowledge is the only meaningful resource today. The traditional factors of production- land, labor, capital have not disappeared but they are secondary (Drucker. P. , 1993: post capitalist society)

(Nonaka. I. and Nishiguchi. T. , 2001 ) Knowledge Knowledge is the beliefs that guide organizational action (Nonaka. 1994) “A dynamic human process of justifying personal belief toward the ‘truth’ ”. - SECI Two kinds of knowledge – Explicit knowledge and tacit knowledge (Nonaka. I. and Nishiguchi. T. , 2001 )

Knowledge From a systems-engineering point of view ‘ knowledge is an in formation about information’ (Schreiber et al., 2000) “Knowledge enables the user of information to make decision or learn something from the information , which has bee presented ” (Rhem.A.J., 2006 ) Information in context to produce an actionable understanding. (Rumizen.M.C.,2002)

Data Information Knowledge

Data Information Knowledge ข้อเท็จจริงที่ยังไม่ได้กลั่นกรอง Information ข้อมูลที่เกิดจากการวิเคราะห์ กลั่นกรอง ประสบการณ์จริง ที่เกิดจากการได้ลงมือปฏิบัติ เป็นความเชื่อที่ได้รับการพิสูจน์แล้วโดยการทดลองทำแล้ว และจะยังคงเชื่อตราบเท่าที่ยังคิดว่ายังใช้ได้จริง Knowledge

Data Information Knowledge Source: Dr. Nopasit Chakpitak

Data Information Knowledge A restaurant sales order including two large burgers and two medium-sized vanilla milkshakes The numbers indicating daily sales (in dollars, quantity, or percentage of sales ) of burgers and milkshakes . The manager can use this information to make decision s concerning prices and raw material. The daily sales of burgers can be used, along with other information (e.g. quantity of bread in inventory), to compute the amount of bread to buy. The relationship between the quantity of bread that should be ordered , the bread in inventory and the bread sold daily is the knowledge. Understanding this relationship is knowledge.

Data, information และ knowledge ในบริบทของนักศึกษาแต่ละคน Color card

Why knowledge management?

Knowledge management KM is an area in business administration that deal with how to leverage knowledge as a key asset and resource in modern organizations. Source: Schreiber et al., 2000. Knowledge engineering and management

Knowledge management Make an organization's knowledge store more accessible and useful A business activity with two primary aspects Treating business component of business activities as an explicit concern of strategy, policy, practice at all levels of organizations Making direct connection between organization's intellectual assets - explicit and tacit and positive business results Conscious strategy of getting the right knowledge to the right people at the right time and helping to share and put information into action to improve organization’s performance

(Nonaka. I. and Nishiguchi. T. , 2001 ) Knowledge management Knowledge management should be a dynamic management of the process of creating knowledge out of knowledge, not a static management of information or exist knowledge. (Nonaka. I. and Nishiguchi. T. , 2001 )

C – MAP : Knowledge management Dr. Nopasit Chakpitak

Knowledge management Simply be defined as ‘ doing what is needed to get the most out of knowledge resources. Can be applied to individuals , but attracted the attention of organization. Is knowledge management for every body? Case study: John Smith ( Fernandez. I.B. et al.2004.p6) Discussion Source: Fernandez. I.B. et al.2004.p6

Force driving knowledge management KM is important for organizations because: Decision makers face pressure to make better and faster decisions in a high domain complexity and market volatility Even though Decision makers may in fact lack of experience and the out come of decisions could have a considerable impact on the organization

Knowledge management process Knowledge discovery Knowledge capture Knowledge sharing Knowledge application

Knowledge management process Discovery Combination Socialization Sharing Socialization Exchange Application Direction Routines Capture Externalization Internalization

Knowledge management process Knowledge Discovery : the development of new tacit or explicit knowledge from data and information or from the synthesis of prior knowledge Combination – discovery the new explicit knowledge More complex or new explicit knowledge are created from multiple body of explicit knowledge through communication, integration and systemization – Proposal writing. Socialization - discovery the new tacit knowledge The synthesis tacit knowledge across individual through joint activities instead of written or verbal instruction

Knowledge management process Knowledge capture : the process of retrieving either tacit or explicit knowledge that resides with in people, artifacts, or organizational entities Externalization – convert tacit knowledge to be explicit knowledge. Ex: consultant writing a document describe the lessons the team has learned about client company. Internalization - convert explicit knowledge to be tacit knowledge. Ex: new software consultant reads a book on innovative software development and learn from it.

Knowledge management process Knowledge sharing : the process of tacit or explicit knowledge are shared to individuals. Socialization: sharing of tacit knowledge Exchange: sharing of explicit knowledge

Knowledge management process Knowledge sharing : the process of tacit or explicit knowledge are shared to individuals. Effective transfer: to understand well enough to act on it or having ability to take action based on it. Share knowledge not recommendation based on knowledge – utilization of knowledge Knowledge sharing take place across individual, groups, department, organization.

Knowledge management process Knowledge application: The knowledge is used to guide decisions and actions. Knowledge contributes most org. performance when it is used to make decision and perform task Direction : individual processing knowledge direct the action of another without transferring. Routines: utilization of knowledge embedded in procedure, rules, and norms that guide future behavior.

SECI Model Socialization Externalization Internalization Combination Discovery Capture Socialization Externalization Internalization Combination Explicit Tacit

Knowledge management mechanism Organizational means used to promote KM Supported by KM infrastructure May or may not utilize technology Learning by doing, on the job training, face to face meeting …

Knowledge management mechanism Knowledge management mechanism :case study Discussion

Knowledge management Technologies Today, knowledge is accumulated at an ever increase rate…….estimated that it is currently doubling every 18months How does IT support KM?

Knowledge management Technologies technology represents a highly visible and tangible solution. argument: a successful KM implementation does not rest on the deployment of a technology solution alone. research has revealed that the greatest difficulty in KM is ‘‘changing people’s behavior,’’ and the current biggest impediment to knowledge transfer is ‘‘culture’’. the key is: to understand how technology is most appropriately deployed and aligned to the knowledge activities in the organization. Source: (Davenport & Prusak, 1999; Nonaka & Takeuchi, 1995; Anand, Manz, & Glick, 1998).

Knowledge management Systems KM systems utilize variety of KM mechanism and technology to support KM process KMS helps to solve problems of individuals provides a medium to foster discourses between people with different perspectives.

The benefits of Knowledge systems? Category Benefit Anticipated benefit Perceived as actual benefit Productivity Faster decision –making Increase productivity Enhanced problem solving Solve complex problems Reliability Equipment operation Reduce downtime 75 68 Knowledge preservation Capture scarce expertise Use in remote locations 10 14 Quality improvement Increase quality of decisions Dealing with uncertainty 29 18 Training Education benefits 15 13 Job enrichment Flexibility Integrating knowledge of several experts The number represent frequency, number of time and items Source: Martin. et al. (1996) sited in Schreiber et al., 2000. Knowledge engineering and management

The benefits of Knowledge systems? Top three degrees of anticipate benefits Faster decision making Increase productivity Increase quality of decision making Source: Martin. et al. (1996) sited in Schreiber et al., 2000. Knowledge engineering and management

ระบบสารสนเทศในสำนักงาน ฐานข้อมูล ของหน่วยงาน ฐานข้อมูล จากภายนอก ฐานข้อมูล ของธุรกรรม ที่ถูกต้อง ฐานข้อมูลของ แอพพลิเคชัน DSS ธุรกรรม TPS MIS EIS GDSS ฐานข้อมูล การปฏิบัติงาน รายงาน ที่มา:ปรับปรุงจาก Stair & Reynolds.(1999:391).

ระบบสนับสนุนการตัดสินใจ DSS ข้อมูลจากภายในและภายนอกองค์การ ส่วนจัดการข้อมูล Data management ส่วนจัดการโต้ตอบ Dialog management ส่วนจัดการโมเดล Model management ระบบย่อยการจัดการองค์ความู้ knowledge based management ฐานแบบจำลอง

ระบบสนับสนุนการตัดสินใจ DSS รู้จักระบบ: ส่วนประกอบ: ส่วนจัดการองค์ความรู้: Knowledge – based subsystem ทำไมต้องมีส่วนจัดการองค์ความรู้ ปัญหากึ่งโครงสร้าง และไม่มีโครงสร้าง มักมีความซับซ้อน ต้องการความเชี่ยวชาญในการแก้ปัญหา ซึ่งหาได้จากผู้เชี่ยวชาญและผู้รู้ต่างๆ ซึ่งสามารถจัดเก็บไว้ได้ในระบบสารสนเทศ DSS ขั้นสูง จึงมีส่วนที่เรียกว่าส่วนจัดการองค์ความรู้ เพิ่มขึ้นมา เพื่อช่วยแก้ปัญหาที่ต้องอาศัยความรู้และความเชี่ยวชาญ

Next: submit Assignment 1 What is the difference between information systems in general and KMS? What is the difference between KMS and specialized systems like organizational memory systems, knowledge based systems etc.? Are there any general requirements, a KMS should fulfill? Is it possible to provide a KMS with a generic body of knowledge that can be used in (almost) any company? Submit3 selected KMS Cases